Proof of Insurance Request📜

• Follow Agency Standards

• WOW Customer Service! Educate clients on different ways to obtain proof of insurance digitally, whether through a carrier app or website.📱

• If there is a policy change request in motion, go to that process📝

• Apply the label Proof of Insurance

• Reach out with 1 phone call, email and text; document with Labels.

• NOT following the established process.

• NOT valuing staff and agency time.

• NOT inquiring about policy shopping when providing documents.

• NOT alerting agents and using the Client Center for Loss Runs.

• NOT organizing digital activities and documents correctly.

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

Verify

The type of document needed, declarations page, ID Cards, Binders etc (Certificates follow this process) s or Binders follow this process and assign to Certificates Department)

Issue Proof

• • Binders, ID Cards.

    • Building/Property Binder Issue Proof  27/75 Property Binder or Evidence of Insurance Quick Proof Home and Building

    • Equipment or Vehicle Schedule  Acord 23/ID Card 51 or Auto Binder Quick Proof of Insurance Change Requests

    • Declarations Page/Loss Runs

      • If the client request Declaration Pages or Loss runs STOP, ask WHAT IFs first

      • Get on carrier website OR check Carrier eDocs 

  • Process the request in 1 hour time frame per agency standards ⏰

Confirm

 How the client will receive Proof of Insurance, offer digital options first for convenience 📲 Use scripts 

• • Client Center - Push our website. 🌍 Share it in the client center (see Ezlynx). Please follow the correct naming convention (see Mail/ Hello/Document Retrieval).

  • Email - Use the Proof of Insurance Delivery Email Template 📧

  • Mail - Try and push the client center first, email, and mail as a last resort. Check Ezlynx to mail documents out. ✉️

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 we need a rush request? 

• With Team lead approval Issue Quick Proof of Insurance Change Requests

🤔What if you are unable or do not know how to access the carrier website? 

• Alert the team lead to help you with this

🤔What if the customer ONLY wants to receive documents via Mail

• Tell the client our preferred method is email or client center. We will mail out the documents as a 1 time courtesy but we need to onboard them to do business digitally. Use Ezlynx for postal mail. Ask team lead for approval. 

🤔What if we do not have the documentation from a carrier that does not download

• Contact the carrier and team lead for assistance?

🤔What if they are looking for a declaration page or loss runs to shop?

• Usually, someone needs a declaration page because they are shopping for their insurance. Confirm the reason for this 

  • If they are shopping, get to an account manager to ask

    •  I would love to do a complimentary review for you, ok 🔎

      • What are your main concerns today? 🤔

      • Your policy has many great features that other carriers don’t offer, and I would like to look into other discounts you may qualify for. I am going to ask you a few questions ✍️

      • Do you own or rent your home (if auto no home) 🏡

  • If they are not shopping and just need it for proof, ask who they are showing it to (bank)? Proceed to release

• If it is Loss Runs add the loss runs label and get them and assign a task to the account manager to discuss with clients as they are most likely shopping. 

🤔What if they want the proof printed and not digital?

• Give customers all the digital options like client center 

• Remind them they have access to that 24/7

• Offer to email it to them

• Ask them if they can pick it up (in reality, the agency has to pay for paper, ink, envelopes, and postage, and that can add up)

  • As a last resort, proof of insurance. Let the customer know we will do this is a 1 time courtesy but the carrier does not mail us the policy 

🤔What if the policy is canceled or we are going to reinstate it?

• Check the Certificates based on Transactions

🤔What if the customer is going to renew?

• Check the Certificates based on Transactions

🤔Can we get authorization to release proof of insurance even if the endorsement has not been completed? In case the insured needs it for a jobs?

• Yes, ask team lead 

🤔Can we email proof of insurance from EZ if the insured is having issues with the CC? 

And even if the COI was already sent by the certificates dep, they keep saying they don't have it in their emails.

• Yes, but only after you troubleshoot the problem

🤔 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?  

• Reach out with an email, text, and call and let the client know upfront; document with Labels.  Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let the 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.

• Proof of Insurance Request>Certificate Pending Endorsement 

Dear [Policyholder Name],

We’d like to inform you that your request to issue a Certificate of Insurance (COI) for your policy currently has a pending endorsement.

This means that your request has been received and processed, but it cannot be finalized until it has been approved by the appropriate underwriter. This process typically takes 2-3 business days.

Once your request has been endorsed, we will issue your COI immediately and send it to you via email.

If you have any questions or concerns, please do not hesitate to email us back

Thank you for your patience and understanding. 

• Proof of Insurance Request>Cancellation

Dear [Policyholder Name],

Before we issue your Certificate of Insurance (COI), we need to verify that you have paid all outstanding premiums and fees for your pending cancellation. Your policy will be cancelled on [Date of Cancellation] if payment has not been made. Please reply to this email with a confirmation that all payments have been made, and we will proceed with issuing your COI.

If you have any questions or concerns, please do not hesitate to email us back.

Thank you for your cooperation.

Phone Scripts

• Client Center Recommend 

Customer: Hello, I am calling in to get ID cards or a Certificate of Insurance. My name is XXXXX

Agent: Good morning/afternoon, XXXXXX. Are you at the ADDRESS? Is your call back number 999-999-9999? And is a good email still test@tesmail.com?

Customer: Yes, that is correct

Agent: Were you aware that you have 24/7 access to your proof of insurance? You can log in online to see them and print them or make a certificate of insurance. You don't even need a password, you just login with your email. And if you have a GMAIL account you can automatically login

Customer: I was not aware of that

Agent: Can I text or email you instructions on downloading them into the website, and finding your ID cards?

Customer: That would be great

Agent: Great, I just sent over the link to access your policy (use the client center share link text and email) 

Guidance on Client Center (see Ezlynx) 

• Client Center Refusal

Customer: Hello, I am calling in to get ID cards or a Certificate of Insurance. My name is XXXXX

Agent: Good morning/afternoon, XXXXXX. Are you at the ADDRESS? Is your call back number 999-999-9999? And is a good email still test@tesmail.com?

Customer: Yes, that is correct

Agent:

Were you aware that you have 24/7 access to your proof of insurance? You can log in online to see them and print them or make a certificate of insurance. You don't even need a password, you just login with your email. And if you have a GMAIL account you can automatically login

Customer: I’m not interested in that

Agent: Having access to your account digitally would allow you to have everything at your fingertips at every renewal. What concerns you about having them digitally?

Customer: I am not computer savvy

Agent: You don't even need to remember a pesky password, you just login with your email. And if you have a GMAIL account you can automatically login. I just sent over the link for your access your account client center share link 

Customer: Can you just email me a copy?

Agent: Sure, I will send the link to you and it will bring you right to the ID Cards. 

Guidance on Client Center (see Ezlynx)

• Agent/Customer Asks for Dec page/loss runs

Customer: Hello, I am calling to get a declaration page/loss runs. My name is XXXX

Agent: Good morning, XXXXX. Are you at the ADDRESS? Is your call back number 999-999-9999? And is a good email still test@tesmail.com?

Customer: Yes, that is correct

Agent: How can I help you with your policy today?

Customer: I need a declaration page or Loss Runs

Agent: Did you need ID cards or proof of insurance?

Customer: No, I need a dec page or Loss Runs

Agent: Usually, someone needs a dec page or loss runs because they are shopping for their insurance. If this is the case, I would love to do have an account manager do a complimentary review for you, ok

Customer: That sounds great

Agent: Let me get an account manager on the phone:
If Account managers answers let them do renewal review

If account manager does not answer push for calendly appointment link

• Usually, someone needs a declaration page because they are shopping for their insurance. If this is the case, I would love to do a complimentary review for you, ok 🔎

• What are your main concerns today? 🤔

• Your policy has many great features that other carriers don’t offer, and I would like to look into other discounts you may qualify for. I am going to ask you a few questions ✍️

• Do you own or rent your home (if auto no home) 🏡