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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