Travelers Select accounts service center agency ...

[Pages:20]Travelers Select Accounts Service Center Agency Implementation Guide

SERVICE CENTER | SELECT ACCOUNTS

Teleconference Agenda

1 Introductions

? Identify conference call attendees ? Explain role of Agency Program Manager

2 Discuss Service Center Tracking System (SCTS)

? Review service transfer workflow ? Account transfer list ? Account transfer list instructions ? Service Center transfer welcome Letter ? Implementation schedule

3 Review New Business Workflow

? Identify new Service Center producer code ? Issue new business to the Service Center ? Discuss new business certificates of insurance ? Review Service Center welcome letter ? Service Center ID cards ? Discuss tools available to agency

?? Agent wallet card ?? EPV activity report ?? Agency activity report

SERVICE CENTER | SELECT ACCOUNTS

4 Servicing and Communications

? Review training and quality control ? Discuss servicing guidelines ? Missing information ? Customer alert notices ? Renewal questionnaire ? Review Service Center contacts list ? Agency questionnaire

?? Delivery of communications

5 Miscellaneous

? Advise direct bill requirements ? Existing files should not be sent to Service Center ? Recap/outstanding Items ? LanguageLine Solutions ()

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Agency Questionnaire

Customer Notification

Customer transfer notification letter (Choose one) r Travelers letter r Agency edits Travelers version r Agency letterhead Provide signature to scan: r Yes r No Use agent name for signature: r Yes r No Signature: Name and title:

Sales

Cross-sell? r Yes r No

Agency Service Center Communications

How would you like to receive customer alert forms? r Fax #:

r Email:

To whose attention should we direct customer alert forms?

Survey Contact:

Email Address:

SERVICE CENTER | SELECT ACCOUNTS

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Elmira Contact List

Mailing Address

P.O. Box 1564 Elmira, NY 14902-1564

Location Address

150 Baldwin Street Suite A Elmira, NY 14901

Agency Program Manager

Beverly Bellows 877.516.3482 x4731 bjbellow@

Website Address

servicecenter

Email Address

Debra Wozniak 877.516.3482 x4740 dwozniak@

service.center@

Service Phone

888.661.3938

Fax Number

888.872.8921

Laura Betschen 877.516.3482 x4777 labetsch@

SERVICE CENTER | SELECT ACCOUNTS

Territories/Marketing Office

New England Boston, MA Southern Charlotte, NC Great Lakes Cincinnati, OH; Michigan

Downstate NY & NJ NYC; Jericho, NY; Morris Plains, NJ Northeast Syracuse, NY; Albany, NY; Hartford, CT

Mid-Atlantic Chantilly, VA; Richmond, VA; Hunt Valley, MD; Pennsylvania Southern Tampa, FL; Atlanta, GA; Nashville, TN

Spokane Contact List

Mailing Address

Agency Program Manager

P.O. Box 1515 Spokane, WA 99210-1515

Location Address

Karen Cobean 509.835.7019 kcobean@

707 West Main Spokane, WA 99201

Website Address

servicecenter

Email Address

Greg Scheidt

509.835.7195

service.center@ gscheidt@

Service Phone

888.661.3938

Fax Number

888.552.6091

Christina Sills 509.835.7012 cnsills@

Territories/Marketing Office

Midwest Kansas City, KS; Tulsa, OK; St. Paul, MN South Central Dallas, TX; New Orleans, LA Central Naperville, IL National Practice

California Diamond Bar, CA; Walnut Creek, CA Northwest Seattle, WA Southwest Phoenix, AZ; Denver, CO

Payroll Services Colorado Springs, CO

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SERVICE CENTER | SELECT ACCOUNTS

Agency Workflow Service Transfer

Step 1 Identify Customers

Step 2 Transfer Customers

? Identify accounts moving to the Service Center

? Refer to transfer list instructions (see below)

Service Center:

? Populate the customer management system from final transfer list.

? Return completed list to Service Center

? Review transfer welcome letter

Agency: ? Approve letter content ? Provide letterhead and

envelopes to Service Center Service Center: ? Generate letters and mail

on agreed-upon date.

Step 3 Update Management Information

Home Office:

? Change office/producer codes on policies currently in Travelers systems per agreed-upon date

Step 4 Review Implementation Schedule

Service Center:

? Determine transfer dates

Account transfer list instructions

Please use the instructions below as a guide when completing the account transfer list. Each heading corresponds to a column on the enclosed spreadsheet. See example on the following page.

Service Action Column

This column represents your decision about who will service each account:

? Choose "I" from the dropdown box for any accounts you wish to move to the Service Center ? Leave the column blank for any accounts you wish to remain in the local field office

First Name Column/Last Name Column

Indicate the first and last name of the main contact person for each account.

Email Address Column

Indicate the email address of the contact person for each account.

Phone Column

Indicate the phone number of the contact person for each account, including area code.

Fax Column

Indicate the fax number of the contact person for each account.

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SERVICE CENTER | SELECT ACCOUNTS

Sample of Completed Spreadsheet

SAI 1234A5678 9012B3456 7890C1234 5678D9012

ACCT NAME

PROD CD PREM

FOR SEASON CONDOMINIUM ASSOC. ZZ123

1234

FRIELAND SERVICE STATION

YY321

4567

HIDDEN VALLEY FOUNDATION

TV456

2345

MANAGED BENEFITS, INC.

BY789

2345

EXPIRY DATE 20140701 20140722 20140630 20140109

Service Action I I

I

These columns will be pre-filled with your account information.

First Name Kelly John

Tim

Last Name

Noonan

Tsakiris

Email Address Kelly@

Smith

Tim@

Phone 888.661.3938 800.222.3334

888.123.4567

Choose "I" from the dropdown box for any accounts you wish to move to the Service Center.

Fax

555.555.5555 201.733.5555

607.777.8888

Complete these columns for all accounts moving to the Service Center (i.e., those marked with an "I").

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Agent Transfer Letter ? sample

SERVICE CENTER | SELECT ACCOUNTS

email

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SERVICE CENTER | SELECT ACCOUNTS

Implementation

Date

Step 1 You can begin writing new Service Center business.

Step 2 Return your completed account transfer list to the Service Center.

Step 3 Confirm final version of welcome letter. Mail letterhead, envelopes

and signatures to Service Center.

Step 4 The welcome letters are mailed to each insured.

Step 15 You go live with the Service Center.

Agency Workflow New Business

Step 1 Pre-Sale/Quote

? Solicit new business

Step 2 Issue Process

Agency:

? IENetSM ?? Establish account in ENet

? Gen-A-Rate (CPP) Policies: ?? Mail/fax application to the local field office

? IENet: ?? Issue policies

?? Send down payment to Richmond, VA accounting

? Gen-A-Rate (CPP) Policies: ?? Send issue order and down payment to local field office

? New Business Certificates: ?? Agency is responsible for issuance/ cancellation of agency-issued new business certificates

?? Copy of agency-issued certificates not required for the Service Center

? Policy paper mailed directly to customer with cover letter

Step 3 Agency Resources

Service Center Tools:

? Business cards available via Agent HQSM ?? Cards reflect agency name and Service Center contact information ?? Refer to page 10

? Website: ?? servicecenter ?? Available 24 hours a day, 7 days a week ?? Secured site

? Electronic Policy View Reports available via Agent HQ ?? Utilize Policy View for agency policy paper needs ?? EPV Report will alert you to access the system and view/print transactions as needed

IENet screen shot

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