Policy Change Request😀

• Follow Agency Standards

• WOW Customer Service!! Offer AutoPay or Coverage Enhancements according to our standards. 🛡️

• Complete the change on the phone with the client OR set Expectations.✅

• Alert the client of any premium changes or additional paperwork. 💰

• EVERY change request needs to be entered into Ezlynx so we can track it

• Follow up with 1 phone call email and text + 1 more extra follow up set a deadline 

• NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻

• NOT entering the change request into the system.

• NOT educating clients whenever possible about any premium variations.

• Closing out the task without confirming the change request🕵️‍♂️ 

• NOT securing signed change requests or CSFs.🚫 

• NOT collecting payment for the change before requesting endorsement binding (agency bill). 

• • Save the confirmation documents like ID Cards, declarations page and updated payment details. You will share these docs via the client center. 

  • Confirm change request in Ezlynx (when we receive the download or manual transaction) AND the declarations page, does it match what we asked for (dates, coverage, etc)?

  •  Do not confirm the change request without a download or manual policy entry in system (manual needs declarations page)

  • Commercial Lines- If the premium is over $15,000 then reassign to the Account Manager to double check before confirming the change. 

  • If additional insured or other policy forms were changed then get the Additional Insured forms and attach to folder

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 no changes have been made on the processed policy?

• Over the Phone: "I'd like to inform you that no change has been processed on your policy as of now."

• In Writing: "Please note that there have been no changes made to your policy at this time."

🤔 What if no one can handle endorsements available?

• Make sure that people are trained to be back up on the process and can start using the checklist

• Technicians will take in all the information (Copy and paste the questions from Personal, Commercial or Trucking. This will be copied & pasted into the call summary template with EzLynx) and assign the workflow to the backend department to process the change.

🤔 What if we transferred a call to a service center?

• If this change only applies to 1 policy and not multiple and there is a service center that can take this change go ahead and patch the client through to the service center and stay on the line to get the name of the representative and confirmation of the change being completed. Make sure the change request is entered so we can check to make sure that the change was in fact done.

🤔 The client does not have all the information

• Tell the client you cannot process the change (put this in writing email and text). 

  • Try to be creative in getting the information, look online, ask them to email or text the person who has the details while they are on the phone. If not then keep an open activity to follow up to get the information. Email the client exactly what you need from them.  If 2 follows are done with the client on the information request, you can complete the task & note the file accordingly. Tell the client you cannot process the change (put this in writing email and text)

🤔 What if you don’t know the premium change?

• When the endorsement comes in contact with the client - it’s better coming from you than anyone else!

🤔 What if we cannot access the carrier website?

• Alert your team lead

🤔 What if we did not receive payment or payment did not proceed?

• Alert your team lead

🤔 What if the carrier documentation was not signed?

• Alert the Account Manager to review file & get the signatures

🤔 We have not received documentation that the change was bound? 

• Alert the Account Manager to review file & get the signatures

🤔 What if the change or policy (new or renewal) we requested was not what we received?

• Alert the team lead

🤔What if we have an issue when processing a change within the carrier site? 

• You will collect all the info on the endorsement, notify the insured that  you will be putting the info for the quote/change & give them a call back (DO NOT have the insured hold for a long period of time). 

🤔 What if they want a quote only?

• Follow change request process instead 

🤔What if the change was done by the carrier and not downloaded into the system and the customer needs proof of insurance?

• If you can get proof of insurance from the carrier directly (ID Card) then please print and give to the insured. We can issue temporary proof of insurance on our end

🤔What if the the change request is for the future?

Make sure the change request is processed on the correct date manually (check declarations page). It sometimes may show in the current term (the change request) to be applied on the future date. Video 

🤔 When sending the Change Requests:

• Over the Phone: "When sending the change request, please ensure that you include the effective date and details of the coverage or quote change in the email."

• In Writing: "When sending change request, it's essential to include the effective date and provide comprehensive information about the coverage or quote change in the email.

🤔 What if the change request is not reflecting (ex: drivers, garaging locations, additional insureds) in the system?

• Obtain Verification: Always acquire a declarations page or official policy change document from the carrier confirming the requested change.

Examples

• Garaging/Drivers/Additional Insureds Missing:

  1. If carrier download lacks this data (e.g., Hartford, Progressive, Selective, Merchants, Guard), upload the amended declarations page (or carrier portal summary for additional insureds) confirming the change and then confirm the change in your system.

• Incorrect Coverage:

  1. If coverage details are wrong (e.g., incorrect deductible), verify with the declarations page, upload the amended declarations, and confirm.

• Address Mismapping:

  1. Verify the correct address using USPS and Google Maps. Email the carrier to request an address update.

🤔What if we process vehicle and driver changes separately with the carrier? Adding a driver can delay the process as underwriting may need more driving information.

• Yes we can do this, but we need to isolate which carriers do this, ideally we want this done on the same day

🤔What should we do when there is an instance that the carrier processed the endorsement when we ask for a Quote only and we specify it. 

• Make sure you mention this in the notes of who you spoke to and save all email correspondence. Tell the carrier not to process this and alert team lead.

🤔 What if the carrier is unresponsive? 

• Remember to do two follow-ups, with a week between each. Please utilize the Labels to document this. If this is in regards to signed application/coverage selection from please check the other.  Alert your team lead.

🤔 What if a change request is not/cannot be completed? 

• If a change request was not processed then email the client using this email template Policy Change Request>Policy Change Request NOT PROCESSED and be sure to change the LOB and provide a reason why along with attaching the change request

• Send a text message:  

  • This message is to let you know we have processed your most recent LOB change request was not processed. This was due to: REASON (attach the change request in the text message)

🤔 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 1x (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

Email Templates

• Change Request Quote Email Template (CC Account Manager and the inquiry email) (Carrier)

  • Image

• Change Request Email Templates (Carrier)

• Change Request Follow up Email Templates (Carrier) 

  • (Use the original email that was sent keeping the change pdf attached)

• Change Request Closeout Template (Customer)  

  • (Include the attachment from the change request or provide a description)

• Email Template to (Department) Policy Change Request Pending (Customer)

• Email Template to Confirm Change (Carrier): 

  • Hello;

We hope you are well!

At your earliest convenience please forward the confirmation of the policy change request (attach the change request) for our file.

Should you have any questions please feel free to email me back. 

• Policy Change Request>Service>Policy Change Request

• Policy Change Request>Policy Change Request QUOTE

• Policy Change Request>Policy Change Request NOT PROCESSED

• Policy Change Request>Policy Change Processed

• Policy Change Request>Change Request Quote Email Template (CC Account Manager and the inquiry email) (Carrier)

• Policy Change Request>Change Request Email Templates (Carrier)

• Policy Change Request>Change Request Follow up Email Templates (Carrier)

• Policy Change Request>Change Request Closeout Template (Customer)

• Policy Change Request>Email Template to (Department) Policy Change Request Pending (Customer)

Voice Scripts

• Change Request Voicemail Template  (Carrier)

  • Hello; We hope you are well! This is NAME with StreetSmart, At your earliest convenience please forward the confirmation of the policy change request for our file. The policy number is XXXXXX and the change request date is DATE). My email is XXXXX@streetsmart.insurance.  Should you have any questions please feel free to email me back. 

• Congratulating a Client

  • Congratulations on getting a new vehicle. That is very exciting! What color did you get?

  • Congratulations on your new jewelry. Was it a surprise or did you get to pick it out!

  • You're moving! Is the new place more convenient for you? How did you pick it out?

• Coverage Decrease Scripts

  • Let’s review your request to reduce coverage. 

  • Did you know you will only be saving X per month?

  • For that little we would recommend you keep the coverage in the event of a claim? Let’s do a quick discount review so we can see if there are some other adjustments we may want to make. 

• Coverage Increase Scripts

  • In reviewing your account there is something I’d like to recommend. Would it be ok to share that with you?

  • Your liability coverage is lower than we currently would write coverage at today. For x more per month we can correct that. Currently in the event of a claim you only have x in coverage and that doesn’t go as far anymore. 

  • I wouldn't feel right in the event of a claim if you had less coverage than you needed. Wouldn’t you agree we should increase that for such a small investment?

• Cross Sale Script

  • While I have you on the phone are there any other policies you have with other agents?

  • May I ask, where do you have your X policy?

  • We should look at it. I have almost all the information I need now. We just need a few details. It’s a no obligation quote, why don’t we just see?

• • Does the driver have any violations and what experience do they have?

  • Documents needed for adding a driver. Please make sure to complete Truck Carrier List

  • A signed change request form is required

  • Go back to the process Policy Change Request✏️

Additional Insured

• • Are you aware of any claims or losses? 

  • Is there an additional insured?

  • What is the relationship between the additional insured and our insured?

  • Go back to the process Policy Change Request✏️

Loss Payee

• • Are you aware of any claims or losses? 

  • Is there a loss payee on this policy?

  • Confirm the vehicle or item that the loss payee is to be listed for

  • Confirm that the vehicle has physical damage on it

  • Ask for the loss payee name and address.

  • Go back to the process Policy Change Request✏️

Remove Vehicle

• • Are you aware of any claims or losses? 

  • Effective date

  • Request a copy of the vehicle lease termination or bill of sale if they are removing the truck from the policy and there are federal filings**

  • Okay to remove the driver and/or truck if it’s a termination. If sold BOS. 

  • Go back to the process Policy Change Request✏️

Removing Authority

• • Are you aware of any claims or losses? 

  • Note WF and assign to Account Manager Rep for review

  • Go back to the process Policy Change Request✏️ 

Address Change

• • Are you aware of any claims or losses? 

  • Confirm the effective date

  • Confirm, are they changing the mailing address or are they changing the mailing and garaging address?

  • Does this change need to be applied to other policies?

    • If it is a mailing address change only please clarify why as the carrier will ask. 

    • If it is only a garaging address address 

      • Most carriers are not comfortable with this.

      • Need all household member names dates of birth and driver license info

    • If changing the mailing and garaging address confirm all household members and if they own or rent at this location. Let them know the rate may change since it is based on territory.  Anytime the garaging and mailing address are different/don't match the carrier will ask additional information/questions. Out of state garaging addresses will cause a cancellation. The policy the state is written in must match the registration (vice versa). Ask for household members, registration and possibly prepare for a rewrite or separate policy. 

  • Make sure the address is entered into the details page.

  • Go back to the process Policy Change Request✏️ 

Add Driver

• • Are you aware of any claims or losses? 

  • Confirm the effective date

  • Get the full name, date of birth and driver license number

  • If a young driver (young under 22) in school or college are they a good student (Need a report card showing 3.0 GPA or more for most carriers to qualify)

    • Driver Training-

  • If a young driver is in college and not taking the vehicle to school and more than 100 miles see if we can apply the away from home discount

  • Ask occupation or education for driver

  • Confirm they live in the household and are parking the vehicle at policy garaging address

  • Can we add any discounts?

  • Go back to the process Policy Change Request✏️

Add Vehicle

• • Are you aware of any claims or losses? 

  • Confirm the effective date

  • Confirm the VIN (Vehicle Identification Number) year/make/model ‣

  • If the policy is through Progressive, we only need to complete the section of what has changed on the change and not the whole CSF with all vehicles and coverage etc. For example an insured adding a car we would only add the new vehicle with the coverage requested and not complete the whole CSF.

  • Do we need to add any other drivers? Full name - D.O.B - DL #

  • Where is the vehicle being garaged?- Get fully addressed if different from Primary. Anytime the garaging and mailing address are different/don't match the carrier will ask additional information/questions. Out of state garaging addresses will cause a cancellation. The policy the state is written in must match the registration (vice versa).  Ask for household members, registration and possibly prepare for a rewrite or separate policy. 

  • What is the vehicle being used for (any car rental/sharing like Turo or Uber)? 

  • Is the vehicle used for any commercial use at all (are they a contractor or own any business)?

  • Comprehensive - Deductible amount?

  • Collision- Deductible amount?

  • Glass

  • Gap - (For Financed or leased vehicles) - pays an additional 25% off the car loan if the car gets totaled (check carrier product guide). 

    • (SAFECO is the only carrier that would offer full GAP). Recommend to get it through the dealership. 

  • Rental reimbursement - Limit? 40 per day or 1,200 in Total?

  • Towing - basic

  • Lienholder? Leasing company (name, address)?

  • What do you use the vehicle for?

  • What do you do for work?

  • Are you carrying your tools and supplies in the vehicle?

  • Do you carry employees in the vehicle with you?

  • Do employees drive the vehicle?

  • Go back to the process Policy Change Request✏️

Remove vehicle

• • Are you aware of any claims or losses? 

  • We always process this 1 day after, let’s say a customer calls us at 2 pm to remove the vehicle and they get into an accident at 8 am, if we remove it will go back to 12:01 AM and there could be a coverage issue. (if they are adding and removing a vehicle ok to process same day) - Please ask someone about this if you are confused.

  • If the insured wants to remove a vehicle because they sold it, traded it in, or the vehicle is no longer operating, please follow the steps below.

  • Proceed with removing the vehicle and let them know they need to turn the plates in or they will get a fine from the state (possible suspension of your license). If they do not have return plates ask for bill of sale or proof of registration from other party in their name.

• Confirm the effective date

• Confirm the VIN on the policy(Vehicle Identification Number) year/make/model VIN Verification

• Do we need to remove any drivers?

• Go back to the process Policy Change Request✏️

• • Important: If the insured is requesting to remove a vehicle the same day they contact us, there is no need to request the plates surrendered receipt or a bill of sale, we can just simply go ahead and process the change. Key question to ask: Do you have possession of this vehicle?

  • Remind the insured that if the vehicle is still under their ownership and is involved in an accident or other incident causing damage or injury, they may be held responsible for the resulting losses. 

Canceling/Remove coverage on 1 vehicle

• • Are you aware of any claims or losses? 

  • If the insured is looking to cancel coverage on a sold or totaled vehicle but is working on purchasing a replacement vehicle, it would be in their best interest to maintain the policy and keep it active. That way they will get continuous insurance discounts with no lapse in liability coverage once they get the replacement vehicle. It would be cheaper for them to keep paying premiums on a vehicle they are no longer in possession of than lose the discount for continuous liability coverage.

  • Go back to the process Policy Change Request✏️

Coverage Change

• • Tell the insured we will need them to sign a coverage selection form, this is necessary if coverage is changed (PIP, Liability, comprehensive and collision coverage, etc) and the state. (reference the other vehicles coverage when you ask the insured these questions).

  • If the policy is through Progressive, we only need to complete the section of what has changed on the change and not the whole CSF with all vehicles and coverage etc. For example an insured changing deductibles we would only change the deductibles section and not complete the whole CSF.

  • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Liability Limits

  • Comprehensive and Collision Coverage

  • GAP Coverage?

  • Comp/collision deductibles

  • Glass coverage

  • Roadside assistance

  • Rental

  • for PIP need healthcare info (get a copy of the card) and read this: Health Care Info

  • Coverage while renting a vehicle

  • Go back to the process Policy Change Request✏️

Update/Changing Driver License

• • Get a copy of the new driver’s license and upload into the system.

  • Are you aware of any claims or losses? 

  • Confirm what exactly has changed, did they switch states or change names?

    1. If they switched states please confirm garaging location

    2. If they changed the names then confirm what had happened, was it a divorce, marriage, or death. If so please ask appropriate questions.

  • Update with carrier on their website

Effective Date Change

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • This happens frequently with Home closings. The policy would need to be rewritten if the effective date is sooner

  • If the date is later, we may be able to request the carrier to amend the effective date of coverage- Reach out to the carrier to request this before rewriting

  • Go back to the process Policy Change Request✏️

First & Last Name or Marital Status Change

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • First & Last name change:

    • What is causing this change? Was it misspelled? If so, no problem. Process the policy change request-Run the Service Policy Change Request: Update the name within the file?

    • Once updated the name on the file should match the name listed on the policy.

  • Go back to the process Policy Change Request✏️

Power of Attorney

• Are you aware of any claims or losses? 

• Ask for documentation of this to add them as a contact

• Add a pinned note of what is occurring 

• Send to the carrier 

• Power of Attorney's end upon death. Upon death we would need to follow the death/deceased process.

Lien holder/Additional Interest Change (not mortgagee)

• • Are you aware of any claims or losses? 

  • Confirm the effective date 

  • Verify the item they have interest in and the address  

  • Verify the minimum deductibles 

  • Verify the named insured on the lienholder/additional interest documents matches what we have. If it is missing or incorrect, let insured know. This can occur if someone else is financing the vehicle on the vehicle on insured’s behalf 

  • Go back to the process Policy Change Request✏️

Marital Status Change: (Divorce or Separation)

Tabitha & Alexander Owusu-akyem I see this is situation of the spouse claiming they are going through a divorce, however still living in the same household. To remove a spouse or to change the spouse to a non-driver (they still have to be named as a household member) and to remove the spouse's vehicle from the policy, we HAVE to get a copy of the (in this case) Husband's declarations page to show the vehicle is insured elsewhere. In the situation of divorce /separation They Have to send us their divorce or separations agreement but in this case they still live together. If you ever run into this where one spouse claims a vehicle is insured elsewhere ALWAYS ask for the declarations page to show the vehicle is insured through another carrier.

Sometimes spouses may get into "spats" we'll call it and claim to be splitting but that's why even the insurance company will require the divorce/separation agreement and may also ask for proof that one of the spouses no longer resides in the household (so a utility bill, rental agreement, renter's policy, home owners policy with a different address).

Key points:

• Divorce or Separation: If a spouse claims they are going through a divorce or separation, require a copy of their divorce or separation agreement.

• Vehicle Ownership: If a spouse claims a vehicle is insured elsewhere, always request a declarations page from the other insurance company.

• Residency: If one spouse is no longer living in the household, request proof of their new address (e.g., utility bill, rental agreement, renter's or homeowner's policy).

• Temporary Disputes: Be aware that spouses may have temporary disagreements and may not always be serious about separation.

• Ask: "Are you aware of any claims or losses? "

• Go back to the process Policy Change Request✏️

Mortgagee Change

• • Are you aware of any claims or losses? 

  • Please make sure the following details are provided by the insured or the mortgage company: 

    • Did the mortgage company provide authorization to do this change (here is an example of what we send to banks, they use something similiar that the client signs, if not tell the client what is happening)

    • Check Cancellations in regards to mortgagee bill payments.

  • What will be the effective date of the change/closing/date we received the letter from the bank? (Make Sure it applies to renewal as well)

  • Verify the property address that change is for

  • Will the policy be escrowed (meaning does the bank pay the policy or the insured)?  This is very important, please confirm this. Look at the policy in Ezlynx and see if it says it under the total premium. If not, ask the insured or look at the pinned note.

  • Are we ADDING the mortgagee or replacing a mortgagee (sometimes customers have multiple mortgages)?

  • Mortgagee clause and the loan number. Add bank to the directory under bank/mortgagee contacts if it's not there and get a fax number for the bank to send the proof of change to. Verify how we send the information back to them. Some may have a website to upload it to like mycoverageinfo.com or myinsinfo.com detail how you upload to the carrier website or email/fax (CC or let the insured know)

  • Send change request to carrier. Check back in 24-48 hrs - go-to carrier site (or check email) get new docs with the new mortgagee- save it to file.

  • Next step - send it to the bank and insured. Also share docs through the client center for insured.

• Do they need a paid in full reciept? Share this Paid in Full Receipt 

• Some may have a website to upload it to like mycoverageinfo.com or myinsinfo.com detail how you upload to the carrier website or email/fax (CC or let the insured know

• Issue - Make sure to mention (If coverage is provided) 100% replacement cost, extended replacement cost, point out wind/hail/ Hurricane deductible, note the mailing address and property address if different. 

• Send it to the carrier to process. Be sure to mention, If it is escrowed.

• Go back to the process Policy Change Request✏️

Mortgagee Change- Remove Escrow (mortgagee bill)

• This is separate from removing a mortgagee from a policy. We do not remove the mortgagee if they are looking to remove escrow (mortgagee bill). If the client is looking to remove the policy from escrow bill we need to confirm that the bank is ok with this. 

• Are you aware of any claims or losses? 

• Does the client have anything that they can provide that they have authorization to do this?

• If they have correspondence or approval to do this please proceed with this change and send them the form to sign. 

• Does this apply to other policies?

Mortgagee Removal

• Are you aware of any claims or losses? 

• Does the client have anything that they can provide that they paid off this loan?

• Send this along with a change request to the carrier

• Go back to the process Policy Change Request✏️

Name Change

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • We cannot change the named insured on a policy coverage would have to be rewritten. If we are amending last name (adding husband/wife) this does not apply. 

  • Always confirm the occupancy of the risk location.

  • Proof may be needed such as a mortgage statement, deed, or for auto it can be registrations. It is important to point out that in order for coverage to apply the ownership and insurance needs to be the same.

  • Property in the name of a Trust -  Obtain Trust documents along with who the members of the trust are. We will need names, addresses, and relation to our client. Update the account name to read "Trust of Named Insured"

    1. Add all contacts in the contacts tab of Ezlynx 

  • Property in the Estate of/Vacant- get death certificates and send to carrier for processing. We need to know names and address of all executors of the estate. Update the account name to read "Estate of Named Insured"

    1. Add all contacts in the contacts tab of Ezlynx 

  • If we are changing name to a corporation:

    1. We need the name of the principal(s) of the LLC and the DOBs along with occupations (if there are multiple principals we need to know relation

    2. Add all contacts in the contacts tab of Ezlynx 

    3. Name of corporation/Tax ID (request articles of incoporation for INC or certificate of formation for LLC, partnership for LLP)

    4. Complete the Narragansett Bay LLC Questionnaire in agency form under documents. 

    5. Update the account name under their individual name and not the LLC 

  • Go back to the process Policy Change Request✏️

New Marriage

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Proof needed- Marriage certificate, driver license, etc.

  • The policy may need to be rewritten due to a credit score rating. Sometimes the new party may have a better rating that will help reduce the rate. Gather the new parties info: Full name, DOB, driver’s license number? Was their name updated? Address updated? Are they now living in the same residence?

  • Go back to the process Policy Change Request✏️

Remove Driver (divorced)

• • Are you aware of any claims or losses? 

  • If deleting due to divorce or legal separation, the spouse's signature or a copy of the divorce decree/legal separation notice is required.

  • We also need to make sure the other person (spouse) has insurance coverage in place to avoid coverage issues.

  • Go back to the process Policy Change Request✏️ 

Remove Driver 

• • Are you aware of any claims or losses? 

  • Are they still in the household?

• Yes,  we need proof of insurance (this can be a declaration page or ID cards) to remove them as this becomes a PIP Issue. You may get back pushback from the insured on this (my other insurance company did not ask for this). We are doing our job to make sure they are not violating the policy. If they do not have insurance coverage we need to leave them on the policy. 

• No- We just need a license or any proof of insurance elsewhere for our file (this can be a declaration page or ID cards). Proceed with removing them. 

• Do we need to remove a vehicle?

• Go back to the process Policy Change Request✏️

Remove Driver (deceased)

• • Are you aware of any claims or losses? 

  • If removing a driver due to death, please be sure you are empathetic with the relatives or anyone notifying us. If this is one of the applicants listed in EZlynx, make sure you mark him/her as deceased under the Details tab and save the changes. 

• We will need some proof to process this request, and try to obtain a death certificate or an executor of estate/will document. If you have a hard time trying to get any of those from the insureds, you could also try to obtain an obituary from Google, by checking under the person's name. Make sure you save the document and the link to it in your EZlynx notes. 

• Do we need to remove a vehicle?

• Go back to the process Policy Change Request✏️

Scheduled Jewelry  

• • Congratulations on your new jewelry. Was it a surprise or did you get to pick it out?

  • Please gather specific information on the piece of jewelry, and details of it. Ex-  Diamond size, color, and cut. Brand. 

  • Copy of the appraisal or invoice with payment

  • Value of the item estimate?

  • Is it kept in a safe?

  • Do you travel domestically or internationally?

  • Do you wear your jewelry when you go out?

  • Are you aware of any claims or losses? 

Go back to the process Policy Change Request✏️

Additional Insured

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • What is the relationship between the additional insured and our insured?

  • What work is being done for additional insureds?

  • Go back to the process Policy Change Request✏️

Loss Payee/Lienholder

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Confirm the vehicle or item that the loss payee is to be listed for

  • Confirm that the vehicle has full coverage (physical damage) on it

  • Ask for the loss payee/lienholder full name and address

  • Go back to the process Policy Change Request✏️

Add Employee

• • Are you aware of any claims or losses? 

  • Do we need to add them to other policies CA, WC? GL Payroll?

  • Go back to the process Policy Change Request✏️

  • What is the duty of the new email?

  • Annual payroll amount? 

  • Any out of state employees?

Add Vehicle

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • What is the year, make, and model of the vehicle

  • Confirm the VIN

  • Where is the vehicle being garaged? 

  • What is the vehicle being used for?

  • Any personal use? If so, please assign to account manager- Do not process change

  • Any pending or known claims? 

  • Was the vehicle salvaged or involved in any accidents or claims?

  • Do we need to add additional drivers?

  • How far is the vehicle going?

  • Will you be adding a trailer with the unit?

  • Is this vehicle in place of another vehicle?

  • Would you like physical damage (full coverage) (if the vehicle value is worth more than $5,000 we always suggest getting full coverage) If so, what comprehensive or collision deductible are they looking for? ** Reference existing vehicles on policy all the vehicles should follow suite of the same deductibles** Follow agency standards!

  • Do you have a lien holder? If so we need the full name and address

  • Is this a newly acquired vehicle? If yes, what is the date of purchase?

  • Is this registered to the named insured as it appears on the policy? If not, please reach out to the AM

  • Will the coverages be the same as the existing vehicle(s)?

  • What is a vehicle used for in relation to the business?

  • Will the vehicle be modified at all? Example: Vehicle wrapping or lettering? Shelving? If so, what is the value of the lettering or shelving?

  • If the vehicle were to be sold today what would be the value amount? (Please inform the client they will be insured up to the stated amount)

  • Do you want rental reimbursement? If so, what value?

  • Do you want towing coverage?- **Make sure the carrier offer this coverage**

  • Go back to the process Policy Change Request✏️

Add Driver

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Get the full name, date of birth and driver license number

  • Does the driver have a CDL?

  • Does the driver have any violations and what experience do they have?

  • State of DL

  • Any accidents or violations?

  • Do they take any of the company vehicles home?

  • Is there a workers compensation or general liability policy? We need to get the payroll updated on those policies as well. Find out what the employee payroll is. 

  • If bad driver and cannot be added must have exclusion form signed

  • Go back to the process Policy Change Request✏️

Address Change

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Are we changing the mailing and garaging/business location?

  • Confirm the mailing and garaging location.

  • Search for add/change location below for location changes

  • Does this change apply to other policies?

  • Go back to the process Policy Change Request✏️

Business Name Change (in some rare instances this may generate a rewrite check with carrier)

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • If a business is dissolving and they are opening a new business, first attempt to do a business name change instead. This can usually be accomplished so long as there is no change in ownership and/or operations. 

    • If the change is completed then proceed with changing the details tab with the new business name and make a pinned note of the change that was done.

    • If the change is not able to be completed then proceed with the cancellation process for the current policy. Then set up a brand new commercial applicant and link to the old applicant. Make a pinned note of the change that was done. Make sure to delete the mobile number from the previous applicant so text messages do not go unresolved.

  • Confirm if there any changes in operations:

  • Any Changes in ownership? - Get Partners name, DOB and %

  • Is the name an LLC, Inc, Sole Proprietor?

  • If a workers compensation policy an ERM-14 Form is needed NJCRIB

  • For commercial auto ask for a copy of the registrations.

  • Go back to the process Policy Change Request✏️

Add/Change Location

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • What is the Location Address?

  • Does this change apply to other policies? For example, we are changing general liability address, what about all other policies and locaitons?

  • Can they share photos of the location? What are the tenants (if there are any in the location)?

  • How soon will they be moving into the location?

  • Will there be any renovations? 

  • Make sure we carry over existing endorsements/enhancements like water backup etc and also no new exclusions like wind/hail exclusions etc.

  • Any other tenants?

  • We will also need the COPE information. COPE means Construction, Occupancy, Protection, and Exposure.

    • Construction of buildings: Frame/Joisted Masonry/Masonry Non Combustible. Year Built of location and also, updates to plumbing, heating, roofing, and electrical unit in building.

    • Occupancy of the building: Who is in the building? Do you own the building or just rent? If you own it, what is the value we are going to insure it for?

    • Protection: Do you have an alarm system (central or local)? sprinkler? (We do not want the protective safeguard endorsement if it sprinklered)

    • Exposure: what is the square footage occupied? What are you doing in the building? Do you want business personal property? If so, how much?

    • Go back to the process Policy Change Request✏️

Mortgagee Change

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Will the policy be escrowed (meaning does the bank pay the policy or the insured)?

  • Are we adding the mortgagee or replacing a mortgagee (sometimes customers have multiple mortgages)?

  • Send to the carrier to process

  • Go back to the process Policy Change Request✏️

Adding Trailer

• • Are you aware of any claims or losses? 

  • Year/Make/Model/Serial Number

  • Weight

  • Length

  • What is it being used for? Is it a dump trailer?

  • Lien holder?

  • Are you looking to insure any tools or pieces of equipment?

  • Go back to the process Policy Change Request✏️

Add Class Code/Change Operations

• • Are you aware of any claims or losses? 

  • Highest Rated class code will be the governing class code (main class code that its rated on) but if the policy is rated on payroll like Selective they will just ask for that payroll amount to rate it and add it

  • If it is rated based on employees and not payroll like Utica First then just send a change request to the carrier about the operations the insured is going to engage in so they can rate the policy accordingly. Ask if we need to add employees.

  • Go back to the process Policy Change Request✏️

Remove Vehicle/Trailer 

• • Are you aware of any claims or losses? 

  • What will be the effective date? If today, use tomorrow's date

  • What is the year, make, and model of the vehicle

  • Confirm the VIN

  • What is the reason for removing it? 

  • Do they have coverage elsewhere? If not, please alert the agent and do not process the change. 

  • If backdating we need proof of backdate before removing. Notify agent 

  • Go back to the process Policy Change Request✏️

Remove Driver

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Get the full name, date of birth, and driver's license number

  • What is the reason for removing it? Are they no longer employed? If so, remove them. If they are still employed exclude them and have the insured sign an exclusion form on the driver

  • Notify Agent 

  • Go back to the process Policy Change Request✏️

Remove Employee

• • Are you aware of any claims or losses? 

  • What will be the effective date?

  • Get the full name, total payroll and duty of the employee

  • What is the reason for removing it? Are they no longer employed?

  • Does this apply to any other policies?

Inland Marine/Adding Equipment

• • Year, Make, Model, Serial number or VIN

  • Type of equipment ?

  • What is it used for?

  • Photos of the equipment ( of all 4 side)

  • Value / Purchase Price:

  • Where is it stored when not in use?

  • How will it be transported? ( Do we have their commercial auto)

  • Is it Finance or Leased? What is the company name and address?

  • Go back to the process Policy Change Request✏️

Inland Marine/Removing Equipment

• • When was it sold?

  • Are you looking to replace or add new equipment?

  • Go back to the process Policy Change Request✏️

Alternate Employer Endorsement

• Effective date

• The entity responsible for providing coverage for the leased employees

• How many employees are being leased

• The scope of their duties

• Payroll associated with the employees

• Address where the work will be performed

• Name and address of the labor contractor or client (whichever is applicable).

• Project/contract name or number

• Is our insured the labor contractor or the client?

• The State and Location where the work is being performed is required to be scheduled on the policy.