Manual Renewals🗒️

Initial Review & Assessment

• 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.

Client Communication & Decision

• • 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.

      1. If no response delete the renewal transaction. 

Binding & Payment

• 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.

Bind Request & Post-Bind

• 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.

Completion