TWFG CANCELLATION/ REINSTATEMENT/NON-RENEWAL AGENCY BILL WORKFLOWS FOR APPLIED EPIC APPLIED SERVICES

Transcription

1 TWFG CANCELLATION/ REINSTATEMENT/NON-RENEWAL AGENCY BILL WORKFLOWS FOR APPLIED EPIC APPLIED SERVICES January

2 Table of Contents Copyright Statement and Disclaimer... 3 Cancellation Insured Request... 4 Activities Attachments Policy Statuses Reinstatement Reinstate or Cancellation Rescinded Activities Attachments Policy Statuses Reinstatement With Lapse in Coverage Activities Attachments Policy Statuses Non-Renewal Agency/Company Non-Renewal of Coverage Activities Attachments

3 Copyright Statement and Disclaimer 2016 Applied Systems, Inc. This document has been prepared by Applied Systems Education Services for the exclusive use of the named agency. No part of this document may be reproduced or transmitted in any form or by any means, electronic, or mechanical, without the express written permission of Applied Systems, Inc. or Applied Systems Canada, Inc. as appropriate ( APPLIED ), with the exception of licensee s specific needs to transmit information among its personnel. All right, title, and interest, including copyright interests and any other intellectual property rights, in and to this document and any and all other Work Product (defined below) prepared on behalf of the licensee shall be the exclusive property of APPLIED. For the avoidance of doubt, no Work Product shall be considered a work made for hire under any applicable copyright laws. Effective upon completion of the Education Services set forth in each applicable Statement of Work and payment by the named licensee of applicable fees and expenses, the named license shall be granted a personal, nontransferable, non-sublicensable, non-exclusive, and limited license to use this document and any Software, data or deliverables produced or provided by APPLIED in the course of providing education services ( Work Product ), subject to any relevant provisions set forth in the Master Agreement for Products and Services, and/or any applicable schedules thereto. In the event APPLIED provides client with access to Work Product prior to payment of the applicable fees, client shall only obtain a temporary license to the Work Product, which may be terminated by APPLIED until full payment is received. In generating and providing this document and other Work Product, and in the course of providing education services to the licensee, Applied Systems Education Services may provide general information and guidance regarding laws or standards (e.g., the Personal Information Protection and Electronic Documents Act, the Health Insurance Portability and Accountability Act, Sarbanes-Oxley Act, Gramm-Leech-Bliley Act, Generally Accepted Accounting Practices, etc.) and other compliance laws, regulations, or standards in relation to the licensee s use or potential use of The Agency Manager ( TAM ), Epic, and other Applied Software. Although Applied Systems Education Services may provide information on its interpretation or understanding of compliance standards, APPLIED does not do so in any capacity as the licensee s auditor or legal or financial advisor. The provision of such information and guidance should not be considered financial or legal advice, and APPLIED makes no representations or warranties regarding its accuracy, timeliness, or currency. With all information, the licensee should consult with its accountant, financial advisor, auditor, attorney, or other appropriate advisor to determine if implementing any recommendations by Applied Systems Education Services would be in accordance with applicable laws and regulations. This Statement shall survive termination or cancellation 3

4 Cancellation Insured Request In this workflow you will generate a Lost Policy Release (LPR) for cancellation requested by an insured, submit the LPR to the company, and process the final cancellation. This workflow will not include: Processing a cancellation for reasons other than requested by insured SEE EPIC HELP FILE > INTRODUCTION > EPIC BASICS > FOR GENERAL NAVIGATION INSTRUCTIONS/TIPS AND HOT KEYS. FOLDERS AND ACTIVITIES ARE IDENTIFIED IN THE WORKFLOWS; YOU CAN USE THE DEFAULTS OR CUSTOMIZE THEM IN CONFIGURE. KEY: ACTIVITY, FOLDER, AND POLICY STATUS. &POLICY#& DENOTES A VARIABLE THAT DEFAULTS WITHIN THE ACTIVITY DESCRIPTION FIELD Return to Table of Contents 4

5 1. Cancellation Request Received 1. From policy list, highlight the correct policy Click on ACTIONS and choose CANCEL a. Enter cancellation effective date and description b. Click Detail c. Generates activity, select CPOL activity d. Click Finish 2. On the Cancellation Req screen - Select Policy Release complete Cancellation Reason and Method as much information as you have. Close via small x in navigation panel. 5 (Continue on next page)

6 3. To Generate the LPR for signature Choose Print (Options Bar) and then Cancellation. 4. Complete Distribution tab for method you are sending to insured. 5. Attach the Insured initial request ( or letter) for cancellation to the CPOL activity. a. Highlight the activity and Drag/Drop the request b. Cancellation/Reinstatement folder 6. Generate LPR cover letter only if you did NOT the LPR to the client. 2. Receive signed LPR 1. Highlight CPOL activity and drag/drop signed LPR Cancellation/Reinstatement folder 3. Submit Cancellation to Company 1. Highlight correct Policy Click ACTIONS choose Submit Cancellation 2. Click Add icon and choose Existing client Document choosing signed LPR along with any additional correspondence needed 3. Complete Distribution Tab to carrier 4. This creates CANC activity - change follow-up date to the date you expect to receive the cancellation from the carrier. 5. Go to Activities and close CPOL making any notes needed 6

7 4. Cancellation Confirmation Received 1. Highlight CANC activity Drag & drop Cancellation confirmation 2. Cancellation/Reinstatement folder 3. Highlight correct Policy click ACTIONS - Issue Cancellation 4. Ensure policy status is CAN Cancelled 5. From the Close Open Activities tab Close CANC activity (task to Create $CAN activity for Commissions must be addressed before you can close this) REMEMBER to Notify Additional Interests and Holders on existing certificates and evidences 5. Add Activity for Commissions 6. Adding an Agency Bill Transaction (Invoicing) 1. Create $CAN activity for Commissions 2. Change Who code to Commissions Workgroup COMM01 3. Include the name of the carrier in the Activity Description 1. With appropriate policy highlighted click on New (options bar at the top) Transaction 2. Select Invoice 3. Basic or Installment 7 (Continue on next page)

8 4. Confirm Agency Bill is selected if not change here and also update policy/line details 5. Use CANC transaction code 6. Description will default 7. Enter transaction Amount 8. Click Continue 9. Double check the Billing, Invoice, and Commissions tabs for accuracy. a. Invoice tab shows details on who is receiving invoice and how (Mail/ ) b. UNCHECK Generate Invoice box (Continue on next page) 8

9 c. Commissions Tab shows details on Agency and Producer/Broker commissions. (Note: if these are incorrect cancel out of transaction, correct Policy/Line details and restart Transaction) 10. You can add another transaction (e.g., a fee, a tax) to the list by clicking the Add button. a. The Transaction Add screen displays. Select the appropriate transaction Code (Tax or Fee options). i. Enter an Amount. ii. Click Add to continue entering transactions or Finish if you are done entering transactions (Continue on next page) 9

10 11. Once you have verified the information - Click Finish 7. Send Cancellation Confirmation 1. Highlight correct Policy click NEW Attachment - Document 2. Template folder should prefill if not, choose the correct one. 3. Choose Cancellation Cover Letter 4. Click Continue 5. Make sure you check the correct Contact and go to Policy/Claim tab and choose correct Policy. 6. Click Continue 7. Change Description as needed 8. Click Finish 9. DOCU activity is created click Finish 10. If you will be mailing the letter, choose to print (file print) prior to closing out of the letter. 11. If you wish to the letter, close out of the letter say YES to save, then right click on the letter in the Attachment screen, choose Send via and complete the attaching it to the CANC activity 10

11 Activities Code Required Owner Default Follow-up Description Further Tasks O/C Days Action CPOL Yes User ID Open 0 Cancelled policy/line N N CANC Yes User ID Open 0 Cancellation submitted N Y $CAN Yes User ID Open 0 Cancellation for Commissions N N INVC Yes User ID Closed 0 Invoice generated N N DOCU Yes User ID Closed 0 Document attached N N Attachments Document Attachment Folder Name System Generated Attachment Attachment Associated To Cancellation Cancellation/Reinstatement Yes Activity Request/LPR Signed LPR Cancellation/Reinstatement No Activity Company s Cancellation Cancellation/Reinstatement No Activity Confirmation Cancellation Cover Letter Cancellation/Reinstatement Yes Policy (automatic) Policy Statuses Code CAN Description Cancelled 11

12 Reinstatement Reinstate or Cancellation Rescinded In this workflow you will reinstate a policy where it was cancelled and reinstated, or cancellation was rescinded after the cancellation was processed in Epic. This workflow does not include: Any reinstatements that may be downloaded Reinstatement with Lapse SEE EPIC HELP FILE > INTRODUCTION > EPIC BASICS > FOR GENERAL NAVIGATION INSTRUCTIONS/TIPS AND HOT KEYS. FOLDERS AND ACTIVITIES ARE IDENTIFIED IN THE WORKFLOWS; YOU CAN USE THE DEFAULTS OR CUSTOMIZE THEM IN CONFIGURE. KEY: ACTIVITY, FOLDER, AND POLICY STATUS. &POLICY#& DENOTES A VARIABLE THAT DEFAULTS WITHIN THE ACTIVITY DESCRIPTION FIELD 12

13 1. Reinstatement/ Cancellation Rescinded Received 1. From the policy list Choose ACTIONS - Reinstate 2. Enter Description (Payment received, etc.) a. Update policy status to NEW or REN This will be the same as what it was before the cancellation if you don t know suspend the workflow and check. b. Click Finish c. Generates REIN activity 2. Adding an Agency Bill Transaction (Invoicing) 3. Attach Notice of Reinstatement/Cancellation Rescinded a. Attach to the REIN activity Cancellations/Reinstatements folder 1. With appropriate policy highlighted click on New (options bar at the top) Transaction (Continue on next page) 13

14 2. Select Invoice 3. Basic or Installment 4. Confirm Agency Bill is selected if not change here and also update policy/line details 5. Use REIN transaction code 6. Description will default 7. Enter transaction Amount 8. Click Continue 9. Double check the Billing, Invoice, and Commissions tabs for accuracy. d. Invoice tab shows details on who is receiving invoice and how (Mail/ ) e. UNCHECK Generate Invoice box (Continue on next page) 14

15 f. Commissions Tab shows details on Agency and Producer/Broker commissions. (Note: if these are incorrect cancel out of transaction, correct Policy/Line details and restart Transaction) 10. You can add another transaction (e.g., a fee, a tax) to the list by clicking the Add button. b. The Transaction Add screen displays. Select the appropriate transaction Code (Tax or Fee options). i. Enter an Amount. ii. Click Add to continue entering transactions or Finish if you are done entering transactions (Continue on next page) 15

16 11. Once you have verified the information - Click Finish 3. Send Notification to Insured 1. If you received the client copy Click NEW Attachment Document 2. Choose Appropriate Folder 3. Choose Reinstatement Cover Letter 4. Make sure you check the correct Contact and go to Policy/Claim tab and choose correct Policy. 5. Click Continue 6. Change Description as needed 7. Click Finish 8. DOCU activity is created click Finish 9. If you will be mailing the letter, choose to print (file print) prior to closing out of the letter. 10. If you wish to the letter, close out of the letter say YES to save, then right click on the letter in the Attachment screen, choose Send via and complete the attaching it to the REIN activity 16

17 Activities Code Required Owner Default O/C Followup Days Description Further Action REIN Yes User ID Closed 0 Reinstated Policy N N DOCU Yes User ID Closed 0 Document Attached N N Tasks Attachments Document Attachment Folder Name System Generated Attachment Folder Attachment Associated To Notice of Reinstatement/Cancellation Rescinded Reinstatement Confirmation letter Cancellations/Reinstatements No Policy Cancellations/Reinstatements No Policy Policy Statuses Code NEW REN Description New Business Renewal 17

18 Reinstatement With Lapse in Coverage In this workflow you will reinstate a policy where it was cancelled and reinstated, or cancellation was rescinded after the cancellation was processed in Epic. This workflow does not include: Any reinstatements that may be downloaded SEE EPIC HELP FILE > INTRODUCTION > EPIC BASICS > FOR GENERAL NAVIGATION INSTRUCTIONS/TIPS AND HOT KEYS. FOLDERS AND ACTIVITIES ARE IDENTIFIED IN THE WORKFLOWS; YOU CAN USE THE DEFAULTS OR CUSTOMIZE THEM IN CONFIGURE. KEY: ACTIVITY, FOLDER, AND POLICY STATUS. &POLICY#& DENOTES A VARIABLE THAT DEFAULTS WITHIN THE ACTIVITY DESCRIPTION FIELD 18

19 1. Reinstatement with Lapse notice Received NOTE: The original policy will actually remain canceled you will need to complete the Cancellation workflow you started in Epic before and Issue the Cancellation with the date given to you by the carrier. 1. Highlight the correct policy and choose ACTIONS Renew - This will Renew the canceled policy so you can show the coverage lapse. 2. Use the Eff/Exp dates provided by the carrier for the Eff/Exp dates of the renewal policy. 3. Update policy status to NEW or REN This will be the same as what it was before the cancellation 4. Click Detail 5. Generates RENR activity a. Change Description to Reinstate with Lapse b. Click Detail and mark all tasks as N/A c. Close Activity as successful note in comments that it is a reinstatement w/lapse 6. Make any updates necessary to the application a. Close out of the policy choose Issue/Not Issue Policy 7. Attach Notice of Reinstatement with Lapse notice from the Carrier Attach to the RENR activity Cancellations/Reinstatements folder 19

20 2. Adding an Agency Bill Transaction (Invoicing) 1. With appropriate policy highlighted click on New (options bar at the top) Transaction 2. Select Invoice 3. Basic or Installment 4. Confirm Agency Bill is selected if not change here and also update policy/line details 5. Use REIN transaction code 6. Description will default 7. Enter transaction Amount 8. Click Continue (Continue on next page) 20

21 9. Double check the Billing, Invoice, and Commissions tabs for accuracy. g. Invoice tab shows details on who is receiving invoice and how (Mail/ ) h. UNCHECK Generate Invoice box i. Commissions Tab shows details on Agency and Producer/Broker commissions. (Note: if these are incorrect cancel out of transaction, correct Policy/Line details and restart Transaction) 10. You can add another transaction (e.g., a fee, a tax) to the list by clicking the Add button. 21 (Continue on next page)

22 c. The Transaction Add screen displays. Select the appropriate transaction Code (Tax or Fee options). i. Enter an Amount. ii. Click Add to continue entering transactions or Finish if you are done entering transactions 11. Once you have verified the information - Click Finish 22

23 3. Send Policy to Insured 1. Reinstatement Confirmation letter advising of Lapse and an accompanying materials, if applicable 2. Highlight the new policy Click NEW Attachment Document 3. Choose Appropriate Folder 4. Choose Reinstatement Confirmation Letter 5. Make sure you check the correct Contact and go to Policy/Claim tab and choose correct Policy. 6. Click Continue 7. Change Description as needed 8. Click Finish 9. DOCU activity is created click Finish 10. If you will be mailing the letter, choose to print (file print) prior to closing out of the letter. 11. If you wish to the letter, close out of the letter say YES to save, then right click on the letter in the Attachment screen, choose Send via and complete the attaching it to the RENR activity 23

24 Activities Code Required Owner Default O/C Follow-up Days Description Further Action Tasks RENR Yes User ID Open 0 Renewed Policy CHANGE description N Y DOCU Yes User ID Closed 0 Document Attached N N Attachments Document Attachment Folder Name System Generated Attachment Folder Attachment Associated To Notice of Reinstatement/Cancellation Rescinded Reinstatement Confirmation letter Cancellations/Reinstatements No Policy Cancellations/Reinstatements No Policy Policy Statuses Code NEW REN Description New Business Renewal 24

25 Non-Renewal Agency/Company Non-Renewal of Coverage In this workflow you will non-renew a policy. This workflow does not include: Canceling a policy per the insured s request Canceling a policy for non-payment of premium SEE EPIC HELP FILE > INTRODUCTION > EPIC BASICS > FOR GENERAL NAVIGATION INSTRUCTIONS/TIPS AND HOT KEYS. FOLDERS AND ACTIVITIES ARE IDENTIFIED IN THE WORKFLOWS; YOU CAN USE THE DEFAULTS OR CUSTOMIZE THEM IN CONFIGURE. KEY: ACTIVITY, FOLDER, AND POLICY STATUS. &POLICY#& DENOTES A VARIABLE THAT DEFAULTS WITHIN THE ACTIVITY DESCRIPTION FIELD Return to Table of Contents 25

26 1. If Non-Renewal from Company 1. Highlight the correct policy 2. Attach Non-renewal notice to Policy (drag/drop to Policy) Enter a detailed Description 3. Click Finish 4. This generates an Activity - choose NONR 5. File in Cancellation/Reinstatement folder 6. Change follow-up date to appropriate time frame 26

27 2. Decision Not to Remarket 3. Send Non-Renewal Letter to Client 1. If after review, the decision is made not to remarket Cancel the policy 2. Highlight the policy click ACTIONS - Cancel 3. Cancel on the expiration date 4. Leave Line Status alone. 5. Activity is created choose CPOL 6. Click Detail and address task 7. Close activity Unsuccessful a. Select Non-renewal reason 8. Click Actions Issue Cancellation to finalize the policy cancellation 1. Generate Non-renewal Confirmation letter 2. Highlight the Policy then Click NEW Attachment Document 3. Choose Appropriate Folder 4. Choose Non-Renewal Confirmation letter 5. Make sure you check the correct Contact and go to Policy/Claim tab and choose correct Policy. 6. Click Continue 7. Click Finish 8. DOCU activity is created click Finish 9. If you will be mailing the letter, choose to print (file print) prior to closing out of the letter. 10. If you wish to the letter, close out of the letter say YES to save, then right click on the letter in the Attachment screen and complete the attaching it to the CPOL activity 27

28 Activities Code Required Owner Default O/C Followup Days Description Further Action Tasks NONR Yes User ID Open 0 Policy Non-renewal N N CPOL Yes User ID Open 0 Cancel Policy N Y DOCU Yes User ID Closed 0 Attached Document N N Attachments Document Attachment Folder Name System Generated Attachment Folder Attachment Associated To Non-renewal Confirmation Letter Cancellations/Reinst atements No Policy (automatic) 28

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