Eaton & Berube Commercial Lines Department
Eaton & Berube Commercial Lines Department
Best Practice Standards
|New Business |Standard of Care: |
|When do we collect minimum earned or Deposit required to bind |At time of binding when not billed by the company or the |
|coverage? |wholesaler directly |
|When do we bind or order the Coverage from the |Immediately upon receipt of instructions from the client. Send |
|carrier/wholesaler? |binder to insured with cover letter: AMINTRO |
|When do we invoice in Sagitta? |At time of binding |
|Who Checks the Policies – and within # of days? |CSR or marketing reviews and then sent to processing for coding, |
| |etc as warranted – within 5 business days of receipt |
|How do we forward the policy to the client? |Mail to the insured, unless producer requests hand delivery, |
| |with a cover letter: NEWPOLICY |
| | |
|Renewals |Edition Date: 1/1/2011 |
|When is the Expiration List Generated and by Whom? |Claudia will generate the renewal ex-lists 120 days in advance of|
| |monthly renewal meeting. |
| |She will distribute them to all account managers, for review and |
| |use at Renewal Meetings. |
| |Account managers will generate their own ex-lists periodically |
| |(suggested: 2 x monthly) for tracking of renewal activity and to|
| |ensure that renewals are ordered and out to clients in advance of|
| |ex-dates. |
|When is the Renewal Meeting Held and Who Attends? |Designated time and day as scheduled monthly for each producer |
| |either by phone or in person. Account managers will conference |
| |in by phone as needed. |
|When should we request renewal information from the insured? |No later than 90 days prior to ex-date. Renewal reviews |
| |w/clients should be scheduled accordingly. |
|When should we submit renewal information or remarketing |The goal is to have information to the underwriter(s) 60 days |
|information to carriers? |prior to ex-date. |
|When should we diary for receipt of quote from carrier(s)? |Diary for 1 week prior to date you will forward the renewal quote|
| |to the insured |
|When should we prepare the renewal quote or proposal for the |Minimum of two weeks prior to ex-date. |
|insured/producer? | |
|When should we bind and/or order from carrier? |When the renewal order is received from the insured. |
|When should we invoice in Sagitta? |For agency bill, upon binding; For direct bill, invoice when |
| |policy is received and processed from carrier. |
|When do we collect deposit premium on agency billed policies? |As required to bind coverage. Refer to Surplus Lines Section |
|When to renew to APP in Sagitta |When re-marketing or renewal activity generates documentation, |
| |applications are generated, or Activity Log Entries are required |
| |etc, |
|NOTE: Assigned Risk policies |When offer of renewal is received, renew client policy screen to |
| |APP, attach documentation and when premium paid, update policy |
| |number and coverage. If not renewed, process flat cancellation. |
| |- If AR WC carrier is non-renewing: Send letter titled: |
| |WCAPPLICATION to insured and diary 10 days prior to ex-date for |
| |follow-up. |
|Medical Malpractice Policies |Use PRORENAPP when sending renewal application to insured for |
| |completion. Diary for receipt of application. When sending |
| |renewal policy to the insured, use MEDPROREN letter and customize|
| |as needed. |
|After receipt, when should the policy be checked against our |Within 10 business days of receipt. |
|order to the carriers? | |
|How should the policy be delivered? |By mail - utilize standard Sagitta letter: RENEWALSENCLOSED |
| |unless producer or account manager notes client file for special |
| |delivery needs. Account managers will customize cover letter as|
| |needed for accounts that have had extensive pre-renewal activity.|
| | |
|Surplus Lines Renewals |Obtain renewal quotation from wholesaler/broker. Renew policy |
| |screen to APP, scan documentation for renewal term and send |
| |renewal quote to insured using: QUOTESENDPREM. Customize this |
| |letter as needed and diary for receipt of renewal premium 10 |
| |business days prior to ex-date. Follow up with client. If |
| |insured does not remit premium by ex-date, confirm in writing |
| |that coverage has not been renewed. |
| | |
|Endorsements |Edition Date: 1/11/2008 |
|When should we generate the request to the carrier? |Within one business day of instruction/receipt |
|How long should we diary for receipt? |Forty Five Days |
|How quickly should endorsement be processed, after receipt from |Agency Bill – within 2 business days and before month end; |
|carrier? |Direct Bill – within 10 business days and before month end; |
| |Prioritize processing based on premium bearing vs non-premium |
| |bearing |
|How quickly after receipt from the carrier should endorsements be|Mailed same day as processed |
|mailed to the insured? | |
|How to confirm the change request received from the insured? |Based on how the client requested, confirm back via e-mail or |
| |regular mail using the standard letter: CONFIRMCHANGE when |
| |material/significant changes are ordered. i.e. no need to send |
| |cover letter on loss payee changes or items that do not affect |
| |coverage. |
| | |
|TO ACCOMPLISH |Review and determine if carriers send insured’s copy of |
| |endorsement directly to insured for policies on DB |
| | |
|Audits |Edition Date: 1/11/2008 |
|Turnaround time for checking and invoicing audits after date |Agency bill – within 24 hours as these items are top priority. |
|received from carriers? |Direct bill – within 10 business days |
|What follow up date to enter in Sagitta for receipt of payment of|15 days from mailing to client. Show this message on invoices |
|Agency Billed audits? |generated at agency level and reflect the 10 day “due date” in |
| |WCAUDITAG letter. See AUDIT workflow |
|If audits are to be returned for direct collection, how quickly |See AUDIT workflow introduced 1/11/2008 |
|should this be accomplished? | |
|What to do if there are material changes reflected in the audit |Servicer determines the proper course of action to include: |
|(changing classifications, exposure changes of +10%) |contact with client to confirm, contact with audit dept or |
| |endorsing current policy term. |
|If audits are disputed, when should we follow up with the |Diary for 30 days and then follow up based on indication from |
|carrier? |auditor. Minimum periodic follow up is every 60 days. |
| | |
|Cancellations on Outstanding Agency Billed Items |Edition Date: 1/11/2008 |
|When do we request DNOC from carrier when a client’s balance is | Accounting & Management Determination |
|outstanding? | |
| | |
|Cancellation for Non-Payment |Refer to workflow for full procedure implemented 10/2007 |
|How quickly do we handle incoming DNOCs received in the office? |Pending Cancellation information is entered into appropriate |
| |Client Policy Screen within 48 hours of receipt in the office |
| | |
| | |
|Reinstatements |Edition Date: 1/23/2008 |
|What is the turnaround time for updating Sagitta when |Immediately (within same business day) upon receipt of qualified|
|Reinstatements are received? |payment or upon receipt of reinstatement notice from carrier. |
| | |
| | |
| | |
|Certificates of Insurance |Edition Date: 1/11/2008 |
|What is our turnaround time for issuing? |Within 24 hours of the request, unless part of renewal process, |
| |which triggers the need to have COIs out on or at renewal date. |
| | |
|Client Care Standards |1/11/2008 |
|Answering Phone Calls |Immediately |
|Responding to VM |Within 3 hours or by the end of the same business day |
|Responding to e-mail |Check e-mail minimum three times during the business day, with |
| |one check before exiting the office for end of day or appts. |
| |Routine e-mails should be responded to in the same business day. |
| |Email to be saved to Docstar for documentation in files. |
|Review and Prioritize Incoming Mail, Correspondence and other |Within 24 hours of receipt |
|priorities | |
|Insured Request for Research |Set an acceptable timeframe with the client, preferably within |
| |7-10 days of request. |
|Electronic documentation of conversations |Same business day |
|Other | |
| | |
|Claims |1/11/2008 |
|Take First Report and Update Sagitta |Same day as reported |
|Send First Report to Carrier |Same day as reported |
|Utilize Agency Draft Authority? |NA |
|Send Company issued checks to insured |Same day as received in the office |
|Update Producer on significant claims |As needed and during pre-renewal meetings |
................
................
In order to avoid copyright disputes, this page is only a partial summary.
To fulfill the demand for quickly locating and searching documents.
It is intelligent file search solution for home and business.
Related download
- sample job description personal lines csr
- missouri secretary of state
- western pennsylvania insurance agencies
- title 20 department of
- home association for independent agents iiav
- eaton berube commercial lines department
- hiring toolkit sample job ads
- project close out template centers for disease control
- title 3 department of
Related searches
- commercial lines manual classification table
- iso commercial lines manual
- iso commercial lines manual pdf
- iso commercial lines manual classifications
- commercial lines manual pdf
- commercial lines account manager salary
- commercial lines account manager
- commercial lines insurance csr salary
- commercial lines csr salary
- commercial lines csr assistant
- commercial lines csr
- commercial lines account manager duties