The primary objective of this process is to ensure the timely delivery of renewal notices to customers. To achieve this, we strive to maintain accurate and up-to-date data. Additionally, we aim to transition customers to either admitted carriers or carriers that utilize a download process. 🚚 📄
To ensure effective management, it is imperative that the data is consistently refreshed and the management system is maintained in an optimal state. 🔄 📊
Follow Agency Standards
Deliver renewals 30 days before renewal date 📆
Engage in conversation about coverage exposures 🛡 and plan 📝
Follow up with 1 phone call email and text + 1 more extra follow up set a deadline
NOT communicating with the client 🚫
Going back-and-forth 🔄
Binding a policy without payment 💵❌
NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻
Obtain/request the renewal offer and request or obtain loss runs on carrier website (commercial)
Confirm billing (agency or direct bill, mortgagee bill, payment methods, autopay). Document this
Check pinned notes and open activities for relevant information (cancellations, change requests, reviews, etc.).
Check Coverage Standards Video: Go to your department homepage (Personal, Commercial, or Trucking) and check the listed coverage standards of the policy LOB being worked on. Let the AM know of any deficiencies and/or ask the carrier to meet our standards.
Review the entire account.
Check for subjectivities (loss runs, surplus lines, Terrorism form). Document any findings and requirements.
Enter renewal transaction into the client's policy, verifying accuracy. Use the specified format for agency-billed and direct-billed policies. For agency bill a mandatory fee $200 must be applied to the invoice/finance agreement.
Discuss renewal offer with the insured, including coverages, ratables/exposure, and any potential changes. Use EVA summaries.
If changes are needed:
Get with the carrier, add notes, and handle subjectivities.
Ensure client sign-off on changes.
Document changes and update Acord supplementals.
Confirm billing with the client.
If no changes are needed:
Confirm billing with the client.
If remarketing is desired, proceed to the Remarketing and Rewriting process.
If the customer is unresponsive
And the policy does automatically renew with payment (no signed app needed) Use the Renewal Reach Out campaign (with your name included) and renewal label🏷️ to send a text. Document this in the system. Send a copy of the renewal and invoice asking them to contact us. Reassign to technicians to monitor for payment (if no payment delete renewal transaction.
If signed app and payment needed to renew coverage- have the technicians send out the application and invoice for signature via esign (and mail if necessary) and follow up 1 more time.
If no response delete the renewal transaction.
Determine if the policy automatically renews or requires a bind request.
If payment is needed before binding:
Send payment instructions to the insured.
Assign a task to the backend team to check for payment. If no payment within 3 days of the renewal transaction, delete the transaction.
If a signed application is needed, complete the process.
Email the renewal quote with all documentation using the "Renewal > Manual Renewal Quote Presentation" email campaign (include payment link).
Collect payment (Client Center or finance company).
If the customer is unresponsive regarding payment, use the Renewal Reachout Unresponsive Campaign and delete the renewal transaction.
Send a bind request to the carrier using the "Renewal Bind Request Template" (CC finance company and accounting). Document in notes.
If bound in a portal, document in notes.
If financed, reassign to accounting for linking to the finance company and PFA activation.
Update submission center if necessary.
Reassign to technician for post-bind tasks.
Provide proof of insurance/ID cards if needed.
Follow up with the carrier to get the policy.
Verify policy accuracy.
Reassign to accounting to confirm payment.
Share documents in Client Center using the correct naming convention.
Verify the renewal transaction in the client's policy.
Check for subjectivities (loss runs, surplus lines, Terrorism form) one last time.
Note any additional requirements.
Close out the task.
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 the carrier is not offering a renewal?
🤔 What if there is no or incomplete data on the existing file?
🤔 When should the renewal be keyed in EZ after the account manager reviews the renewal or before?
When it is obtained
🤔 What if the renewal offer is not obtained 45 to 30 days before the renewal date?
Let the account manager know
🤔 If the policy is an Agency bill and the Billing company is not listed, can we place whichever from that list?
No, message operations and ask them to add it
🤔 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.
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🤔 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
This section displays the automations that are currently active, the message being conveyed, the intended recipients, and the frequency of execution.
This section is where you can view the labels to be used and determine if they are automated or not.