Returned Mail

• Follow Agency Standards 

• Complete and document tasks under 2 minutes immediately.

• Schedule and communicate deadlines for longer tasks.

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

• NOT documenting calls during the conversation.

• NOT following up on tasks.

• NOT utilizing the client center, allowing email.

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

Verify

• Is the mailing address that is incorrect the mortgagee, additional insured, or the insured address

• What is the reason for returned mail marked by USPS (return to sender, unknown)

• We need to verify what exactly the carrier was trying to send to themIf insured address is the address the same as what we have on file? (sometimes USPS marks things as unknown but it is correct

• If insured address is the address the same as what we have on file? (sometimes USPS marks things as unknown but it is correct

• Is the entity on the letter a business? USPS will mark it as undeliverable if lets say a homeonwer lives at a home bu

  1. 1. 1. More importantly, this discussion title represents where most of the journeys will start. It’s important to know we do not want to create a bunch of discussion titles, because the files would be all over the place.
           
           

Contact Insured

• Go over the mail that was returned with the insured and ask them to verify the address

• Do we need to update the location/garaging address?

Update Address or Address Carrier

• If the address needs to be changed: Perform a policy change request

• If the address does not need to be changed: advise the carrier that it does not need to.

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 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

• Voicemail

• Voicemail Full/Not Setup 1 (1 Steps)