As this is a manual policy, there is no API connection to the insurer, therefore there is no message being sent between the platform and the insurers.  

 

if you need to process a change, you will perform your change with the insurers first. (via their portal, website or call - whatever is their requirement).

 

Prior to the Change Policy process

 

• You:
  • receive the Change policy request activity as the customer has requested via pocket.
  • or you receive a request directly. We suggest creating an activity to document the request Email or Phone call as required and abeyance until the change document is received.
• Process a change with the insurers. (via their portal, website, email or call - whatever is their requirement).
  • You can use the Activity to log what you have done in that insurer portal, including the change that was requested, premium $ amount etc. (use the activity above to include this if needed).
• When change is processed by the insurer AND you have RECEIVED the dec page, perform the Change Policy action.
  • Any premium you input here will be automated by the overnight payment processor. 

 

 

• From the side panel select Change Policy.
• The Changes panel on the left hand side allows you to input the details of the change, depending on what type of Manual Product it is.

 

Here is an example:

 

• For the Drag and Drop / Browse and Upload feature, it will be a requirement to add/attach the dec via the Activity, then it will be automatically sent to the Customer. 
• If you are wanting the change to be processed on more than one Policy Term (eg. the renewal date is soon and you are changing the policy from now and then for the renewal term), then you will be required to perform the change TWICE. One on each term. On Manual Product the change doesn't reflect on both terms, therefore 2 insurer dec uploads will also be required, one for each term. 
• When the above fields are complete, select Calculate, the page refreshes including:
  • Description of the change.  This is the description that you put in the Short Policy Change Description field.
  • Next payment amount.
• Submit

 

bond will update including the following:

 

• An informational activity showing - Policy Changed. (its informational as its been processed/transacted and billed and communicated to the customer).
• View Policy will update with the view of the dec that was added in the Change Policy page (the attachment that was added). 
• The Underwriting tab will update to show current details.
• Email to Customer activity created. This reflects the email that was sent to the Customer advising details of the change completed, including the dec page that was added in the Change and the next payment amount.
• The Payments will update to reflect payment change. 
• Transaction will be posted in the Transaction Summary.
• The Coverages screen on the customer profile page (top right corner) will update to reflect the changes, ONCE the start date of the change has passed.

 

Please utilize the Activities to add any notes regarding the change, any acceptance reference IDs, quote numbers, other notes that you may want to include to support you in your process and assist with your colleagues seeing what has happened in the policy. 

 

 

When a Manual policy is issued or a policy change is created an open dec upload reminder activity is created and can not be closed until a dec is attached INCLUDING when processing a policy change on a manual policy that has yet to have it's original (new business) dec attached the original dec upload reminder activity will stay open. 

 

The same occurs if another policy change is done before the prior policy change is attached. 

 

All 3 activities will remain open and closed only when the user attaches something then it is placed in the appropriate order under View policy.  So if a user attaches to first activity it displays as New Policy under Policy Documents, attaching to second activity then loads to the first Policy Change in View Policy and so on.  

 

Documents need to be added to the activities in the order that they occurred to ensure the documents are saved in order and are for the correct version.

 

 

 

• The documents for insurance that you attached/uploaded to the Change Policy request are automatically emailed to the customer when the Change Policy is submitted.
• However, they are now in the View/Email Policy section, so if you want to send them by email here, you can. 
  • Go to this icon and select Email, this will trigger an email to be sent to the client, with the pdf insurer documents attached.
  • The attachment to the customer is called 'Your Insurance Documents'.
• If you attach the dec to the Dec Upload Reminder activity then you will have to go to View Policy and Email, as mentioned above in this article.