The mail, hello, and document retrieval 📁 process aims to assist our team members in understanding how we retrieve and process incoming documents. We encounter confusion 🤯 and difficulty 😫 in tracking due to creating various discussion titles with each workflow run. To streamline communication, we propose consolidating all policy inquiries, additional information ℹ️, recommendations, audits, agent reviews, incoming mail discussion titles, and more under a single discussion title instead of using multiple ones 📧
Follow Agency Standards
Use Hello inbox for all communication.
Tag and share documents correctly.
NOT using correct naming conventions for documents.
NOT associating documents with proper discussions and policies.
NOT sharing documents with clients via the Client Center.
NOT entering data accurately, especially cancellations and claims.
NOT using labels correctly.
NOT saving emails from Gmail using EZLynx integration.
NOT following folder structure and properly organizing digital activity.
NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻
💡PRO TIP:
If any of these issues arise from a newly bound or recently rewritten policy, the policy must be returned to the originating agent who wrote the policy. The agent should speak with the insured before any reassignment occurs. It is essential that we maximize upfront underwriting and handling of subjectivities. We must also ensure that the client and agent is fully aware of all discounts and onboarding processes from the carrier.
These include the following processes but are not limited to: underwriting cancellations, recommendations, additional information, inspections (completed or not)
Some other examples but are not limited to: installing dashcams, enrolling in UBI (Snapshot, Intellidrive), providing proof of repair, garaging address verification, opting into a paperless discount, etc.
Renewals will be handled by the renewal team in your department
Mail Folder (Indexing Status Sheet) / SS Daily Document Retrieval Process
Everyday look at the Mail Folder for the documents that will be uploaded. 📬
Review the document. 👀
Look at the activities on the insured’s account in Ezlynx and check if there’s an activity regarding the document you have.
If there is, add a note in that activity and attach it to the activity for the agent that is working on it to see. ✍🏻
Sometimes, you just need to attach it to the Insured’s policy for documentation if you see that the task or activity is done already.
Most of the time, these documents need to run a workflow that is appropriate to the document
Update the Streetsmart Insurance Indexing Status Sheet/ Streetsmart Insurance Document Retrieval Status Sheet
Input the following information based on the document you worked on:
SL #
Insured’s Name
Policy #
Folder
Document #
Status (input the action taken for the task)
Check the Hello Inbox every day. 📩
Hello Inbox receives all the general emails for Streetsmart Insurance. It is important to check if there are any urgent emails that need to be processed as soon as possible.
You can forward some emails to the appropriate personnel or other distro in very limited instances such as when there is no account in EZLynx or if you need advice on what to do with the document. 🤔
Please check the activities tab and documents tab, if the email/documents have already been attached and processed (For example: Cancellation Notice email, someone already attached the NOC, so no need to attach it, just mark the email as complete and archive it in Hello Inbox - Gmail) 🔎
Review the activities tab and investigate whether you have to run a WF or create a task note if WF is unavailable for it or you can just attach relevant email or documents.
When attaching emails, use EZLynx integration for Gmail (see Ezlynx). To turn this integration on you will have to log in to the Hello inbox under an incognito mode window and complete the authorization from there.
Always assign to the appropriate department/personnel.
There are emails in Hello that are pure advertisements. You can label them as an advertisement and then click complete/archive them. ✅
If you receive suspicious emails, label them as Phishing and mark them as complete/archive them. ⚠️
If we received a document that there’s no insured or unclear copy, you may forward this to Streetsmart@streetsmart.insurance and ask who this is for, and follow up 📢
If we receive a voicemail or email requesting a quote and no applicant is existing in EZLynx, we may forward this to Gabriela Chutin to have the appropriate team reach out 📞
If we received a payment link 💵 and dec page for new business, assign this to Agent
We have laid out processes on how to handle each document that we receive 👇🏼
For Quotes coming from Cover Whale, attach them to the related WF (Mostly "New Opportunity" WF). But if the quote has already been attached, archive the email. The recipients of these quotes are both Hello Inbox and Inquiry Mail.
Additional Information
💡PRO TIP:
If any of these issues arise from a newly bound or recently rewritten policy, the policy must be returned to the originating agent who write the policy. The agent should speak with the insured before any reassignment occurs. It is essential that we maximize upfront underwriting and handling of subjectivities. We must also ensure that the client and agent is fully aware of all discounts and onboarding processes from the carrier.
These include the following processes but are not limited to: recommendations, additional information, inspections (completed or not)
Some other examples but are not limited to: installing dashcams, enrolling in UBI (Snapshot, Intellidrive), providing proof of repair, garaging address verification, opting into a paperless discount, etc.
Renewals will be handled by the renewal team in your department.
Download Document 📥
Find account in Ezlynx 🔎
Run Service-Additional Information workflow by adding the label.🔖 This workflow will send a text and email when we run.
Add to customer inquiry discussion title assign task to applicable team (trucking, commercial lines, personal lines)
Apply Additional Information Labels
Upload document 📤
Name the document as Additional Information ➕
Select corresponding Policy
Share document 📑
Sorting Mail for Additional Information
AI=Additional Information
Audit
Pro Tips 💪🏼
Sort whether an audit is being requested or if there is just audit results
For audit requests, be sure not to duplicate them.
Click here to view the archive audit from year 2016-2023
Processing for Audit
Audit Not Complete/Audit Request/Non-Compliance
Download Document 📥
Find account in Ezlynx 🔎
Run Service-Audit Request/Non-Compliance workflow by adding the label. 🔖 This workflow will send a text and email when run.
Add to customer inquiry discussion title
Apply audit not complete Labels
Upload document 📤
Name the document as Audit Request 🕵
Select corresponding Policy
Share document 📑
Audit Results/Estimated Audit
Download Document📥
Find account in Ezlynx🔎
Enter the audit on the correct term as described here Audits 👩🏻💻
Add to customer inquiry discussion title, then apply the audit results Labels 🔖
Upload document 📤
Name the document as Audit Results 📂
Select corresponding Policy
Share document 📑
If Below 10% let the carrier bill the insured and close out with notes as to why you closed out. If an Agency bill assigns tasks to accounting to invoice the insured. Add to note to reassign tasks to the department front end to follow up for payment.
Above 10% increase, or a non-compliance surcharge, assign a task to the department account manager and add an audit results checklist to the task including the audit result label.
Sorting Mail for Audit
AU=Audit Request/Non-Compliance
It will usually say the company is requesting an audit or we tried reaching out to the Insured to complete an audit with no response. A common one we see is a carrier asking for a request to cancel to NJCRIB or a carrier asking for cancellation
AR=Audit Results
Document will state audit results or exposures. It will mention class codes and payroll amounts
Cancellation
Processing Tips for Cancellation
Pro Tips 💪🏼
Always follow the download and manual procedures below
If the cancellation workflow has already been run and there is an existing discussion just add to this and do not run a workflow. Confirm the cancellation date and reason is the same first. 🗓️
So for example if a cancellation was for 04/20/2023 and the customer pays and a cancellation is generated for 05/20/2023 proceed to running workflow. However, if you receive 2 NOCs for the same date and reason do not run the workflow.
If we receive a policy warning correspondence like this from Coverwhale in Hello Inbox/Mail Folder, do not run cancellation workflow. Run Recommendations workflow instead 📝
If we received notice of intent to cancel from the Finance company 💰 in the Mail, check the finance company first before running cancellation workflow.
If we receive it from Hello Inbox, attach the email in EZLynx using Gmail integration, run a cancellation workflow, and assign it to the appropriate team if we need to verify information in a finance company or carrier's site
If we receive notice of cancellation due to underwriting reasons, run a cancellation workflow and assign this to the appropriate team to get further information from the carrier.
We will also treat the past due/late payments and failed installment payment notification from finance companies (commonly Ascend) as Additional Information since there is no cancellation date yet and most of the time, they just need to update the payment information on file. Check the additional information process for guidelines
When the client requests the cancellation no need to add the cancellation notice commercial/personal/trucking label
When we receive rescission notice, make sure to put it on the same cancellation thread and add notes
For Cover Whale policies, when we received an email about "DOT91x filings has been cancelled eff date: 12/03/2024. Proof of filings uploaded on files tab" make sure to cancel the policy in Ezlynx per Jakes advise (October 29, 2024).
Cancellation Workflow in Mail Folder/Hello Folder
Receiving Cancellation Notice From Carriers For Manual Policies
Search for the insured’s policy in Ezlynx
Select the correct policy
Click Actions
Select Cancel. A pop up will appear.
Fill in the Cancellation Date box based on the NOC.
Update: Make sure to select whether it's Commercial/Personal Lines.
Put $0 in the Cancellation Premium box.
Add Cancellation Reason in the Description box.
Click Cancel and Edit Policy.
Click Save and Close.
EZ will automatically run wf - Policy Cancellation.
Attach cancellation doc and share with the insured.
Update notes in open task.
Click here to view the mail archive from year 2016-2023
Case #1 (Past due payment was received first before Cancellation Notice)
Integrate the email from the Hello inbox (Photo #1) using the EZLynx Integration add-ons. Name the file as Cancellation Finance.
On the list of workflows on the activity tab, look for an open task about the same due date indicated in the email. If there’s none, use the label Cancellation Finance on the integration process and attach it to the latest own workflow.
Proceed with ETI to add the same Workflow (WF) that was previously run from the past due of Ascend.
Add notes on the task and attach the file.
If we receive a Cancellation Notice from Ascend (Photo #2) afterward, attach this to the same task for the Cancellation Finance. On the integration process, use the label Cancellation and name the file Cancellation.
Add notes on the task
Case #2 (Cancellation Notice was received first before Past due payment)
Integrate the email from the Hello inbox (Photo #2) using the EZLynx Integration add-ons.
On the list of workflows on the activity tab, look for an open task about the same due date indicated in the email. If there’s none, use the label Cancellation Notice (Department) on the integration process. This will generate its workflow inside the Activity Tab. Name the file as Cancellation.
Proceed with ETI to add the same Workflow (WF) that was previously run from the past due of Ascend.
Add notes on the task and attach the file.
Suppose we receive an email about Past due payment from Ascend (Photo #1) or a Failed installment payment email (Photo #3) afterward, attach this to the same task for the Cancellation Notice. On the integration process, name the file Cancellation Finance.
Add notes on the task
You will receive cancellation notice from the carrier. Some carriers do not send cancellation notices rather they will send a cancellation download once the policy officially cancels.
Go to your AMS and search for the insured and the policy.
Check and review the NOC, and check as well if they have pending cancellation WF in the activity if none run cancellation WF by adding the cancellation label (followed by department) and assign it to the Appropriate team
We will just notify the client of the cancellation but it does not cancel the policy in the system.
Assign the task to the Appropriate team and discuss what is the reason for canceling the policy.
Update the notes and make sure to attach the document
Share the document.
You will receive notice of intent to cancel from the financing Agency
Go to your AMS and search for the insured and the policy.
Check and review the NOC, check as well if they have pending cancellation WF in the activity if none run cancellation WF and assign it to the appropriate team
Update the notes and make sure to attach the document
Share the document
If you receive Notice of Intent to Cancel from Finance company, you only need to run a cancellation workflow, no need to cancel the policy in AMS, ONLY cancel the policy in Ezlynx if you receive Notice of Intent to Cancel or Notice of Cancellation directly from Carriers.
CN=Cancellation
Clearly it would say NOC or Notice of cancellation with a cancellation date and a reason like non-payment
Claim
When we received document from insured’s client regarding a claim who do not have an account with Streetsmart, you may add this to the insured’s account and assign a task to Agent
Also, Sometimes a manual claim may have been set up without a claim number. Be sure to check and match appropriately and do not set up a separate claim Claims⚠️
Characteristics to check before setting up or matching download
Date of Loss
Type of Loss
Policy number
We should not need to run the Service-Claim Not Filed workflow out. The claim workflow only fires when a claim is set up on the overview page. Claim not filed is something an agent will do.
We just need to check to see if the claim was set up and if not, then set it up.
Sometimes the claim number may be different than what we have because we do not have the claim number.
Download Document
Find account in Ezlynx
Check to see if the claim was setup if not then please assign to agent
If it was already ran then proceed
Upload document
Name Document Claim
Select corresponding Policy
Share document
Look for related WFs in activity, check if there is a need to update notes and attach the received document
CM=Claim
Mentioned the word claim and a claim number or if you receive a lawsuit
Click here to view the mail archive from year 2016-2023
Processing for Collection Notices
Save the collection notice to the profile under a billing and payments workflow
Make sure to share it via email
No follow-up is required.
Processing for Conditional Renewal Offer
Download Document
Find the account in Ezlynx
Upload document
Name Document Conditional Renewal Offer
Select corresponding Policy
Share document
Look for related WFs in activity. Check if there is a need to update notes and attach the received document.
Put in the notes to check what has changed
Click here to view the mail archive from year 2016-2023
Advisory:
Per Sir Carlo 9/15/2023: We do not need the direct draft notices. we only need notices if the banking info is wrong or a payment comes back and of course a cancellation
When we receive a letter that is just letting the client know an inspection is coming up, we can attach it as Correspondence and share with the insured. Do not run the Inspection Not Complete or Recommendations label.
Download Document
Upload document
Name Document Correspondence
Select corresponding Policy
Share document
Look for related WFs in activity, check if there is a need to update notes and attach the received document
CO=Correspondence
Any invoice that is NOT attached to a renewal or miscellaneous information. If you ever see anything other than an invoice than ask Carlo
Click here to view the mail archive from year 2016-2023
Download Document
Upload document
Name Document Policy Change Request
Assign a task to the account manager to complete the change request. Pro Tip 💡: If the change request is to add/remove a lienholder, loss payee, or mortgagee, the task would go to the techs, not the AM.
Select corresponding Policy
Share document
Look for related WFs in activity, check if there is a need to update notes and attach the received document
CR=Change Request
Any change request from the insured or mortgagee company
Click here to view the mail archive from year 2016-2023
Processing for Endorsement Processed
Download Document
Find account in Ezlynx
Upload document
Name Document Endorsement Processed
Select corresponding Policy
Share document
Look for related WFs in activity, check if there is a need to update notes and attach the received document
EP=Endorsement Processed
Confirmation from the carrier that the endorsement request was processed
ER= Endorsement Request
Typically a mortgagee change or a request from someone to change policy
Click here to view the mail archive from year 2016-2023
Incoming Mail/Email
If we receive an email and you are unable to locate the insured in EZLynx
(please check by name, policy number or contact information provided in the email)
Forward the email to streetsmart@streetsmart.insurance and ask Agents if they know the insured
You may follow up if there is no response after a day or two.
If the Agents were also unsure about the account, you may reply to the email sender and ask for further information about the risk (such as contact information, mailing address, etc.)
Once you have the information, proceed to attach the email/document to the insured file and run a workflow or assign a task if necessary.
Mark it as completed/archived in Hello Inbox
If we receive voice mail or email requesting for quote and no applicant exists in EZLynx
Forward the voicemail/email to Gabriela Chutin to have the appropriate team reach out.
Mark it as completed/archived in Hello Inbox
If we received a voicemail from Spanish speaking insured
Forward the voicemail to Gabriela Chutin to have the appropriate team reach out.
Mark it as completed/archived in Hello Inbox
If we received advertisement emails
Click on the Gmail label and tag it as Advertisement
Mark it as completed/archived in Hello Inbox
If we receive a suspicious email
Do not click on any malicious link. Here's how a phishing email looks. More information be found here
Click on the Gmail label and apply it as Phishing
Mark it as completed/archived in Hello Inbox
If we receive certificate requests
Save the email and attach it to the insured account in Ezlynx
Be sure to add this under the customer inquiry discussion
Apply Certificate Labels
Assign a task to Ysobel or Certificates (InsBoss) department in Ezlynx
Mark it as completed/archived in Hello Inbox
If we receive IRS documents
Email Sharp Payroll and CC Sir Carlo and Jimmy
Create a folder in the applicable entity in the accounting drive (StreetSmart in this case) and call it IRS docs and follow up with a response from executive team and Sharp Payroll
💡PRO TIP:
If any of these issues arise from a newly bound or recently rewritten policy, the policy must be returned to the originating agent who write the policy. The agent should speak with the insured before any reassignment occurs. It is essential that we maximize upfront underwriting and handling of subjectivities. We must also ensure that the client and agent is fully aware of all discounts and onboarding processes from the carrier.
These include the following processes but are not limited to: recommendations, additional information, inspections (completed or not)
Some other examples but are not limited to: installing dashcams, enrolling in UBI (Snapshot, Intellidrive), providing proof of repair, garaging address verification, opting into a paperless discount, etc.
Renewals will be handled by the renewal team in your department.
For any additional information/recommendations/inspection issues if it is a new business policy written, assign it to the agent.
For example, I write a policy and then 2 weeks later additional information, recommendations, etc is requested to go to the agent. If it is a renewal or mid-term in the policy go to CSR
When you receive an inspection result, if there is any word or requirement about recommendations, just run the recommendations label going forward.
When we receive a letter that is just letting the client know an inspection is coming up, we can attach it as Correspondence and share with the insured. Do not run the Inspection Not Complete or Recommendations label.
For Inspection requests be sure not to duplicate them.
Download Document
Find an account in Ezlynx
Run-Service Inspection Not complete. This workflow will send a text and email when run.
Add to customer inquiry discussion title and assign a task to the applicable team (trucking, commercial lines, personal lines)
Apply inspection not complete Labels
Upload document
Name Document Inspection Request
Select corresponding Policy
Share document
IP=Inspection
A request from the carrier to complete the inspection
Click here to view the mail archive from year 2016-2023
Download Document
Find account in Ezlynx
Upload document
Name Document Loss Runs
Select corresponding Policy
LR=Loss Runs
Sheet will have dates with policy numbers with loss results
Click here to view the mail archive from year 2016-2023
Download Document
Find account in Ezlynx
Run Service-NonRenewal workflow. This workflow will send a text and email when run.
Add to customer inquiry discussion title assign task to applicable team (trucking, commercial lines, personal lines)
Apply nonrenewal Labels
Upload document
Name Document Non-Renewal
Select corresponding Policy
Share document
Sorting Mail for NonRenewal
NR=Non-Renewal
This will state that this policy will not be renewed for specific reasons
Click here to view the mail archive from year 2016-2023
Pro Tip 💪🏼:
If we receive a payment link and dec page for new business, assign this to the Agent as advised by Sir Carlo on 10/3/2023
Processing for Policy/Declarations Page
Download Document
Find account in Ezlynx
Upload document
Name Document Policy/Declarations Page
If Manual Do a double check to make sure coverage data is active in our system
Select corresponding Policy
Share document
Look for related WFs in activity, check if there is a need to update notes, and attach the received document
Sorting Mail for Policy/Declarations Page
PD=Policy or Declaration Page
Cover note stating it was a declaration page or a long document or shows a declaration page
Click here to view the mail archive from year 2016-2023
Example
Download Document📥
Find account in Ezlynx🔎
Upload document📤
Name the document as Binder 📒
Select corresponding Policy
Share document 📑
BN=Binder
Typically it will just say confirmation of coverage does not include a declarations page so the policy is bound (binder) but we need a declarations page to move to declarations
Click here to view the mail archive from year 2016-2023
Pro Tip 💪🏼:
Most of the time, the Quote Proposal attached to this kind of email is already uploaded to the insured’s account on EZLynx since this email is also being received in Inquiry mail.
Don’t share the quote proposal files with the insured.
Processing for Quote Proposal
Search for the insured’s account on EZLynx.
Integrate the email from the Hello inbox using the EZLynx Integration add-ons. Add this to the workflow wherein the quote proposal was attached. Don’t include the quote proposal itself for this will be redundant.
Add notes on the task.
Sorting Mail for Quote Proposal
Click here to view the mail archive from year 2016-2023
Pro Tip 💪🏼:
For any additional information/recommendations/inspection issues if it is a NEW Business policy written, assign it to the agent.
For example, I write a policy and then 2 weeks later an additional information, recommendations, etc is requested and have it go to the agent. If it is a renewal or mid term in the policy go to CSR
When you receive an inspection result, if there is any word or requirement about recommendations, just run the recommendations label going forward.
When we receive a letter that is just letting the client know an inspection is coming up, we can attach it as Correspondence and share with the insured. Do not run the Inspection Not Complete or Recommendations label.
What if the recommendation is not mandatory or critical?
We will still run the recommendations, label and workflow and have the client comply as it could become a critical recommendation in the future.
Processing for Recommendations
Download Document
Find account in Ezlynx
Run Service-Recommendations workflow. This workflow will send a text and email when run.
Add to customer inquiry discussion title assign task to applicable team (trucking, commercial lines, personal lines)
Apply recommendations Labels
Upload document
Name Document Recommendations
Select corresponding Policy
Share document
In the notes, include the emails and phone of the person where we should send the compliance documents in the recommendations WF
Sorting Mail for Recommendations
RC=Recommendations
The carrier is requesting the customer to complete items to maintain the policy. Usually it will state after we completed the inspection here are the items to address.
Click here to view the mail archive from year 2016-2023
Download Document
Find account in Ezlynx
Upload document
Name Document Reinstatement
If manual, make sure to reinstate the policy. Some download policies will not have a reinstatement transaction, go ahead and reinstate it.
Select corresponding Policy
Share document
Look for related WFs in activity, check if there is a need to update notes and attach the received document
Sorting Mail for Reinstatement
RI=Reinstatement
Pro Tip 💪🏼 It will clearly state a notice of reinstatement. It is different than a request of Reinstatement from a finance company
Click here to view the mail archive from year 2016-2023
Processing for Renewal Offer
Entering policy data: Video
Download Document
Find account in Ezlynx
If It is a manual policy then renew in Ezlynx.
Upload document
Name Document Renewal Offer
Select corresponding Policy
Share document
Look for related WFs in activity. Check if there is a need to update notes and attach the received document.
If it is a downloading policy no need to assign a task or renew policy
If it is a manual policy check to see if there is an open task to track it. If there is no discussion title or open task then make a discussion with the applicable LOB in the discussion title Name. For example if you have a homeowners renewal then make the discussion title "Homeowners Renewal" and assign a task to the technician to review
Sorting Mail for Renewal Offer
RO=Renewal offer
It will say a quote or offer to renew coverage
Click here to view the mail archive from year 2016-2023
Processing for Signed Application
Download Document
Find account in Ezlynx
Upload document
Name Document Signed Application
Select corresponding Policy
Share document
Sorting Mail for Signed Application
SA=Signed Application
Signature pages and selections to be made or coverages
Click here to view the mail archive from year 2016-2023
This is the section where we outline all of the hairball, wonky things that can happen so we have a Plan B ready to go. 😱
Here are some options for the what if situations that may arise. We want to empower you with a plan rather than having to scramble. 💪
🤔 What if I need to find old mail?
Mail located before 05/01/2024 is located in a shared google drive called Mail and Vonage Archive May 2024 and before. Message operations for access
🤔 What if the recommendation is not mandatory or critical?
We will still run the recommendations, label and workflow and have the client comply as it could become a critical recommendation in the future.
🤔 What if we received NonRenewal notice and Notice of Cancellation, in the same time frame? or vice versa?
Always run NOC even if a policy has existing NonRenewal WF already and Vice Versa, If a policy has a current NOC and a NonRenewal has been received, make sure to run appropriate WFs separately.
🤔 What if the customer does not reply?
At your discretion and depending on the severity of the concern use Postal Mail
🤔 What if the contact information is wrong?
Use Postal Mail and send the Bad contact memo.
.
🤔 What if the client does not respond, how many times should I follow up?
Follow up no more than 2x (text, email, call) remember to set a deadline and let client know upfront. Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let carrier know.
At your discretion and depending on the severity of the concern use Postal Mail
🤔 What if the carrier is unresponsive?
Let your team lead know
Pro Tips 💪🏼
When receiving an email or document that requires agent attention, do not run as Additional information rather just assign the task to the agent 👨🏻💼
For any additional information/recommendations/inspection issues if it is a new business 🆕 policy written, assign it to the agent.
For example, I write a policy and then 2 weeks later additional information, recommendations, etc are requested and have it go to the agent. If it is a renewal or mid term in the policy go to CSR
We will also treat the past due/late payments and failed installment payment notification from finance companies (commonly Ascend) as Additional Information since there is no cancellation date yet and most of the time, they just need to update the payment information on file.
Click here to view the mail archive from year 2016-2023
This is the process of Checking, Sorting, Retrieving, and Reviewing the documents that can be found in Different Carrier Sites.
Take Note: As some carriers already have the TYPE OF TRANSACTION in their Policy Transaction Details, you can already identify what’s inside the document/what type of document it is.
In some carriers that are linked to the AMS Download System, some documents are already electronically generated, hence you don’t need to manually retrieve them anymore.
Some Carriers also email the insured, aside from making the documents available in their portal. In these cases, there is no need to retrieve them anymore, as they will only be duplicates. Only those that need RESPONSE/INFORMATION from the insured or POLICY STATUS-related must be processed.
**For any transaction processed, check the DOCUMENTS TAB of the insured in EZLynx if they already have AUTOMATED FOLDERS. If they do not have it, run the FOLDER workflow.
**Date will depend on when the last retrieval happened. You include the weekends if it’s a Monday/ You include the holiday if there was a holiday off/You include dated leave if you filed for one before/ you include days you missed if you skipped daily retrieval for a certain day.
**8/8 Update: For Progressive Policies, Additional Info Requests, and Agent Review Memos, specify the details and also break down the Departments.
Attaching Correspondence - For files that are usually like a reminder/ announcement/ transaction that does not need any action from the insured or the departments. Policy affecting reminders that must be shared with the client center. Refer to this guide.
Attaching Additional Information - documents or emails that are requesting information needed for the policy for an accurate rate, or if they have incomplete records. **This is automatically assigned to CSRs linked to the account. But this can be changed on a case-by-case basis depending on the account being handled.
Refer to this process.
Attaching Agent Review - If you received a document / notice that you are not familiar with or that needs to be reviewed by the Agent/Account Manager.
For Additional Information - an Additional Information label is necessary to assign a task (this is automatically generated upon usage of the label). For Agent Review, assign the task to the Assigned Producer directly.
Training Video: FAO.avi
Click the Manage Policies dropdown.
Select Policy Activity.
Policy Activity will show. Under View Activity By, choose Processed Date to view reports. Select applicable Date Range
Note: FAO only allows the Yesterday Date.
When generating on Mondays, you need to include the Weekends for document retrieval.
You can select Last Weekend and Yesterday alternatively, or you can select Last 7 days and just scrub on the appropriate dates to be included.
Policy Activities will be generated for the specified processed dates. Click on the Communications Tab.
Policy Activities/Documents will be shown. Click on the Memo link in the Subject Column to view the documents. You can also find the Type of transaction or document in this column. It will generate policy transactions for the day. Sort the documents and retrieve those that are only necessary, such as the transactions that require action from the insured.
New windows will pop up. Click the ACEMEMO link on the Policy Documents window to view the documents. Sometimes, documents will directly load even without seeing this ACEMEMO link. Download the document that will be retrieved.
Tag a separate tag for the insured assigned to the document you will process. Upload the documents you’ve extracted from this carrier to the account of the insured on EZlynx. Make sure to associate with the correct policy upon attaching the documents and to run Workflows if needed/applicable.
Repeat this process for all records found on the Communications Tab of the Policy Activity on FAO.
Always update the SS Documents Retrieval Sheet, based on how many policies you pulled and processed that day.. And the date you need to put in the tracker is the date the memo was effective/processed on their system. if you didn’t get any of the documents just leave it blank.
Training Video: https://drive.google.com/file/d/1dqcpMLp5evLJTzG1hB2ItEO33Sl7n3OO/view?usp=sharing
**This is added as per Jake’s Request
Click MANAGE POLICIES > POLICIES NEED SERVICE
Select 33617 and SUBMIT
Click CUSTOMER FOLLOW UP MANAGER
Find policies that require contacting the customer. If it’s still UNTICKED, that means it hasn’t been processed yet.
Click DETAILS for the file that needs to be processed, and download it
Tag a separate tag for the insured assigned to the document you will process. Upload the documents you’ve extracted from this carrier to the account of the insured on EZlynx. Make sure to associate with the correct policy upon attaching the documents and to run Workflows if needed/applicable.
Repeat this process for all policies that require attention
Always update the SS Documents Retrieval Sheet, based on how many policies you pulled and processed that day.. And the date you need to put in the tracker is the date the memo was effective/processed on their system. If you didn’t get any of the documents, just leave them blank.
Training Video: Understanding Freedance Reports
When you’re logged in at the FAO portal, click MANAGE POLICIES > select BUSINESSOWNER/CONTRACTOR GL.
You will be redirected to a new window.
Click VIEW REPORTS and select PENDING CANCEL FOR NONPAYMENT. Choose any of the files (PDF/EXCEL).
Once the file is downloaded, you may see a list of policies with pending cancellation (in this case, none yet).
But in case there is. Copy the policy number and search for it in the portal.
Select the appropriate policy to process.
Once in the Policy summary already, select DOCUMENTS > then POLICY.
Retrieve the Document that you’ll process.
Repeat this process for all records found on the Policy Transactions saved via PDF/EXCEL
Always update the SS Documents Retrieval Sheet, based on how many policies you pulled and processed that day.. And the date you need to put in the tracker is the date the memo was effective/processed on their system. If you didn’t get any of the documents, just leave them blank.
Training Video: Claims Report
In EZLynx:
Go to REPORTS > CLAIM > CLAIM TRANSACTION DETAIL> Select CLAIMS REPORT
Download report and upload to CLAIMS WEEKLY REPORT folder, rename date if necessary.
Training Video: Unmatched download
Scenario 1: Go to Claims Download if there are unmatched claims.
Scenario 2: The policy is already in the window. You just matched them into the account.
Click the search.
After you search the account, find the policy and match.
Then continue and finish
You can check in the account that the claim is already reflected.
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