ommercial ines workflows user manual · 1 | page july 2015 epic commercial lines workflows / user...

1 | Page July 2015

EPIC

COMMERCIAL LINES WORKFLOWS / USER MANUAL

United Agencies California

2 | Page July 2015

Table of Contents

Workflows ........................................................................................................................................ 9

New Business Workflow -Activities Quickview.......................................................................... 10 Renewal Workflow - Activities Quickview ................................................................................. 12 Endorsement Workflow - Activities Quickview ......................................................................... 14 Cancellation Workflow - Activities Quickview ........................................................................... 15 Claims Workflow- Activities Quickview ..................................................................................... 18 Broker of Record Workflow Activities Quickview ...................................................................... 19 Audit Workflow – Activities Quickview ..................................................................................... 20 Non-Renewal Workflow - Activities Quickview ......................................................................... 21 Proposal & Coverage Bound Workflows - Activities Quickview ................................................ 22 Proofs Workflows – Activities Quickview .................................................................................. 23 Miscellaneous Codes (Alphabetical) .......................................................................................... 25 All Activity Codes (Alphabetical)- (Orange Codes=Miscellaneous Codes) ................................. 29 New Business Workflow ............................................................................................................ 35

New Business – New Prospect ............................................................................................... 35

New Business Workflow – (Marketed & Bound Outside of Epic) .......................................... 36

New Business Workflow – Online Quoting Only .................................................................... 38

New Business Workflow – Epic Marketing Needed ............................................................... 39

Proposal & Coverage Bound Workflows ................................................................................... 42 Proposal / Quote Presented .................................................................................................. 42

Coverage Bound / Policy Processing ...................................................................................... 45

Renewal Workflow .................................................................................................................... 52 Renewal Workflow – Renewal Prep ....................................................................................... 52

Renewal Workflow – No Marketing Needed ......................................................................... 55

Renewal Workflow – Epic Marketing ..................................................................................... 56

Broker of Record Workflows ..................................................................................................... 58 Broker of Record Received – New Business to Agency .......................................................... 59

Lost Account - Receipt of BOR against Agency on Existing Client .......................................... 62

Non-Renewal Workflow ............................................................................................................ 64 Client Termination Workflow – Agency Generated ............................................................... 64

Non-Renewal Workflow – Company Generated ................................................................... 66

Endorsement Workflow ............................................................................................................ 68 Audit Workflow.......................................................................................................................... 73 Cancellation Workflow .............................................................................................................. 76

Agency Bill - Non-Payment..................................................................................................... 76

Direct Bill / Financed - Non-Payment / WHERE CLIENT REMINDERS ARE REQUIRED ...................... 78

Direct Bill / Financed - Non-Payment / NO CLIENT CONTACT ................................................ 80

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Mid-Term Notice of Cancellation for Underwriting Reasons ................................................ 82

Agency Requests Reinstatement ........................................................................................... 84

Cancellation Client Request ................................................................................................... 85

Cancellation Confirmation Received from Carrier ................................................................. 87

Reinstatement Received from Carrier ................................................................................... 88

Receipt for Payment .............................................................................................................. 89

Check Requests ...................................................................................................................... 89

Proofs Workflows ...................................................................................................................... 90 Binders of Insurance .............................................................................................................. 90

Certificate of Insurance .......................................................................................................... 91

Certificates - Handling Procedure @ Binding ................................................................... 91 Certificates - During Policy Period .................................................................................... 92

Evidence of Property .............................................................................................................. 94

Evidence of Property ......................................................................................................... 94 Auto ID Cards ......................................................................................................................... 95

Claims Workflow ........................................................................................................................ 96 Step by Steps ................................................................................................................................ 104

Login into Epic.......................................................................................................................... 104 Exiting Epic ............................................................................................................................... 105 Customize Your View of Columns on Any Screen .................................................................... 105 Home Base Functionalities ...................................................................................................... 106

Activities Section .................................................................................................................. 106

Activity at a Glance .............................................................................................................. 107

Tasks ..................................................................................................................................... 107

Agent Answer Section .......................................................................................................... 107

New/Waiting Section ........................................................................................................... 108

Notifications ......................................................................................................................... 108

Information .......................................................................................................................... 108

Navigation Panel .................................................................................................................. 108

Menu Bar.............................................................................................................................. 109

Option Bar ............................................................................................................................ 109

Sticky Notes ............................................................................................................................. 109 To Add a Sticky On Homebase ........................................................................................ 110 To Add a Sticky on an Account / Policy List .................................................................... 110

User Options ............................................................................................................................ 111 Customize Quicklinks ........................................................................................................... 111

Setting User Defaults ........................................................................................................... 112

Activities & Tasks – Adding & Management ............................................................................ 115 System Events ...................................................................................................................... 115

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Manually Creating Activities ................................................................................................ 115

Management of Activities .................................................................................................... 117

Activity Detail Overview ....................................................................................................... 118

Closing an Activity ................................................................................................................ 119

Tasks ..................................................................................................................................... 119

Attachments ............................................................................................................................ 120 United Agencies Insurance Attachment Folder Organization ............................................. 120

Drag & Drop – File, Email or From Unrouted Attachments ................................................. 122

Routing Attachments from Unrouted Attachment .............................................................. 123

Attachments Options – Account Level ................................................................................. 125

Acquire & Attach Image .................................................................................................. 125 Add a Document (Adding a Formletter) ......................................................................... 125 Attach an Email ............................................................................................................... 126 Attach an Existing File ..................................................................................................... 128

Viewing & Opening Existing Attachments ........................................................................... 129

Edit Attachment Detail ......................................................................................................... 130

Moving Attachments ............................................................................................................ 131

To Move Attachments from one Account to Another .................................................... 131 To Move Attachments within the SAME account but to another association ............... 132

Managing Communications with Your Account ...................................................................... 133 Using Email from Epic .......................................................................................................... 133

From the Home base in Epic ........................................................................................... 133 From the Client Account in Epic ...................................................................................... 133

Using Formletters ................................................................................................................. 134

Using Distribution Manager ................................................................................................. 134

Step One - Setting up the Account and Contacts ........................................................... 134 Step Two - Distribution Methods .................................................................................... 134

Locate an Existing Account ...................................................................................................... 136 Quicklinks ................................................................................................................................. 136 Add an Account ....................................................................................................................... 137 Defining Relationships ............................................................................................................. 139 Managing Contacts .................................................................................................................. 140

Updating the Main Business Contact ................................................................................... 140

Edit an Existing Contact........................................................................................................ 140

Change Primary Contact ...................................................................................................... 140

Change Contact Category .................................................................................................... 141

Change Main Business Contact ............................................................................................ 141

Add an Individual Contact .................................................................................................... 142

Add a Business Contact ........................................................................................................ 143

Delete a Contact................................................................................................................... 145

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Updating a Contact from another Screen in Epic ................................................................ 146

Create Master Market Submission .......................................................................................... 146 Create Master Market Submission – New Business ............................................................ 146

Create Master Market Submission – Renewal ..................................................................... 148

Printing Master Marketing Submissions .............................................................................. 150

Entering Application Detail - General Navigation .................................................................... 151 If Coverage Lines Exist on a Submission or Policy ................................................................ 151

Entering the Commercial AP – ACORD 125 .......................................................................... 152

Entering Blanket Locations on the Commercial Applicant Section (ACORD 125) ................ 155

Copying the Commercial AP – ACORD 125 .......................................................................... 155

Entering the Commercial Property Application ................................................................... 156

Entering Blanket Limits on the Commercial Property Application ...................................... 159

Indicating Blanket on Specific Location Subjects ............................................................ 160 Entering the Commercial General Liability Application ....................................................... 160

Entering the Business Auto Application ............................................................................... 163

Entering the Workers Compensation Application ............................................................... 168

Printing ACORD Statement of Values ...................................................................................... 173 Create Carrier Submission ....................................................................................................... 173 Submit to Carriers .................................................................................................................... 174 If Epic Marketing Module / Submit to Carrier – Via Online ..................................................... 177

Printing the Carrier Submission ........................................................................................... 178

Updating Carrier Submission ............................................................................................... 179

Remarket existing Master Marketing Submission & related Carrier Submissions .............. 180

Quote / Declination Received .............................................................................................. 181

Create Carrier Response ...................................................................................................... 182

Creating Proposal or Pre-Renewal Summary in Epic ............................................................... 183 Creating Proposal from Current Policies or Marketing Submission ............................... 183 For Proposal, Next Steps: ................................................................................................ 184 Creating Pre-Renewal Summary from Current Policies .................................................. 185 For Pre-Renewal Summary, Next Steps: ......................................................................... 186

Changing Account Type – From Prospect to Insured .............................................................. 186 Move Marketed Lines to Current ............................................................................................ 187 Binding Coverage with Carrier – Epic Marketing ..................................................................... 191 Add Policy/Lines of Business ................................................................................................... 192

Adding a Package Policy ....................................................................................................... 196

If Signed Applications Are Required..................................................................................... 197

Changing Policy from Prospective to Contracted ................................................................ 197

Once All Detail is Complete – Update to Submitted / Pend for Policy ................................ 197

Renew Policy – Non-Marketed or Automatic Renewal ........................................................... 198 If Renew Policy – Non-Automatic / No Quote Needed or Non-Download ..................... 199

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If Renew Policy – Submit to Incumbent for Quote ......................................................... 199 Generating a Summary of Insurance ....................................................................................... 200 Policy Review Process .............................................................................................................. 201 Non-Renewal – Updating Policy Status ................................................................................... 202 Endorsements: Review Existing Policy Coverage .................................................................... 202

How to Access Application ................................................................................................... 202

Endorsements: Actions – Endorse Existing Line/Endorse-Add Line ........................................ 203 Endorse Existing Line ........................................................................................................... 203

Endorse Mid Term – Add Line .............................................................................................. 205

Endorsements: Actions – Submit Change Request OR Update Stage to Submitted ............... 206 Submit ACORD Change Request To Carrier ......................................................................... 206

Update Stage to Submitted – Submit Online but No Download from Carrier ..................... 209

Update Stage to Submitted - Submit Online WITH Download from Carrier ....................... 210

Endorsements: Actions – Issue/Not Issue Endorsement ........................................................ 211 Issue Endorsement ............................................................................................................... 211

Do Not Issue Endorsement .................................................................................................. 212

Service Summary Comparison ............................................................................................. 212

Policy Period Changes .............................................................................................................. 213 Audits ....................................................................................................................................... 214

Audit Received - Updating Expired Policy with Audit Details .............................................. 214

Cancellation ............................................................................................................................. 215 Cancellation – Actions: Cancellation .................................................................................... 215

Cancellation: To Create LPR for Cancelled – Client Request ............................................... 215

Cancellation: Print Lost Policy Release for Client Signature ............................................... 216

Cancellation: Lost Policy Release to Carrier ........................................................................ 216

Cancellation: Actions: Issue Cancellation ............................................................................ 217

Cancellation: Update Policy Status – If Not Previous Done ................................................. 217

Cancellation: Reinstatement ................................................................................................ 218

Cancel / Rewrite – No Marketing ......................................................................................... 218

Account Lost – Inactivate Account .......................................................................................... 219 Generate Receipt for Payment ................................................................................................ 220 Proofs ....................................................................................................................................... 224

Proofs – Binders ................................................................................................................... 224

Create a New Binder ....................................................................................................... 224 Close a Binder ................................................................................................................. 227

Proofs - Certificates of Liability ............................................................................................ 227

Create a New Certificate ................................................................................................. 227 Renewal Process ............................................................................................................. 232 Adding Holders during the Policy Period – Adding Manually ......................................... 235 Marking a Certificate Holder Inactive ............................................................................. 238

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Marking an Inactive Certificate Holder Active ................................................................ 238 Print List of Holders ......................................................................................................... 239 Export Certificate Holder List to Excel ............................................................................ 239 Import Certificate Holder List to Master Certificate ....................................................... 241

Proofs – Certificates of Property .......................................................................................... 244

Create a New Master Certificate .................................................................................... 244 Proofs - Evidences ................................................................................................................ 246

ACORD 27 – Property ...................................................................................................... 246 ACORD 28 – Commercial Property.................................................................................. 250 Renewal Process ............................................................................................................. 254

Proofs - Auto ID Cards .......................................................................................................... 256

If issuing Auto ID Card as a result of a mid-term endorsement ..................................... 257 If Issuing Fleet Auto ID Cards .......................................................................................... 258

Epic Schedules Import/Export ................................................................................................. 260 Creating an Import/Export Mapping Template ................................................................... 260

To Import Items into Epic ..................................................................................................... 263

Exporting Items from Epic .................................................................................................... 270

Understanding Import Failures ............................................................................................ 273

Import File Does Not Match Import Mapping File .......................................................... 273 Import Succeeded – Some Rows Contain Invalid Data ................................................... 273

Claims ...................................................................................................................................... 275 Adding a Claim ..................................................................................................................... 275

Adding an Automobile Loss Notice ...................................................................................... 276

Adding a Liability Loss Notice ............................................................................................... 278

Adding a Property Loss Notice ............................................................................................. 280

Issue Loss Notice / Submitting Loss to Carrier ..................................................................... 282

If Submitting to Carrier with NO Additional Attachments: ............................................. 282 If Submitting to Carrier with Additional Attachments: ................................................... 283 If Submitting Multi-Attachment Loss Notice via Outlook & Attaching to Epic: .............. 284 If Attaching to Epic then Submitting Multi-Attachment Loss Notice by Using “Send Via Email”: ............................................................................................................................. 284

Updating the Claim .............................................................................................................. 285

Invoicing ................................................................................................................................... 285 Direct Bill – No AM/CSR Invoicing Needed .......................................................................... 285

Agency Bill - Add General Transactions ............................................................................... 285

Agency Bill – Binder Bill Transactions .................................................................................. 289

Agency Bill – Close Binder Bill Transaction .......................................................................... 289

Agency Bill - Endorsement Transactions .............................................................................. 290

Agency Bill - Audit Transactions ........................................................................................... 290

Agency Bill - Cancellation Transactions................................................................................ 291

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Finance Company Transactions ........................................................................................... 292

Generate Invoice .................................................................................................................. 293

If Invoice Did Not Print .................................................................................................... 294 Reprint Invoice ................................................................................................................ 294

Adding Taxes or Fees to a Transaction ................................................................................ 294

Surplus Lines Broker Paid (CFEE, STAX, STAM, etc transaction) ..................................... 295 Installment Billing ................................................................................................................ 295

Adding Taxes or Fees to an Installment Billing ............................................................... 297 Entering a Custom Installment Plan – Entering an Installment Plan Not Offered .......... 298

Unique Billing Situations .......................................................................................................... 298 Splitting Receivables ............................................................................................................ 298

Multiple Entities - To Transfer Receivable to a Sub-Company ....................................... 299 Multiple Contacts – Receivable to stay on Parent Company .......................................... 300

Other Agency Commission Scenarios .................................................................................. 302

Split Commissions on a Package Policy ........................................................................... 302 Financed Premiums .............................................................................................................. 302

Transaction Corrections ........................................................................................................... 303 Correcting a Premium Transacted ....................................................................................... 303

Correcting Billing Type ......................................................................................................... 303

Apply Credits to Debits at Client Transaction Level ................................................................ 304 Unapply Credits to Debits ........................................................................................................ 305 Reading Accounts Payable and Receivable Screens ................................................................ 307

Reading Accounts Payable Screen ....................................................................................... 307

Reading Accounts Receivable Screen .................................................................................. 307

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Workflows

Our goal is to provide Excellent Service and Quality Products while Minimizing our Errors & Omissions (E&O Exposure) and Operating Profitably. This Workflows Manual, which standardizes insurance operations processes where applicable, has been designed with these goals in mind so that we are consistently providing excellent service to our Clients, processing our work efficiently and minimizing our errors and omissions Like a carpenter’s tool, the effectiveness of the Workflows Manual depends highly on the skilled and trained professional operating it. This Workflows Manual cannot address nor does it attempt to address every possible situation encountered by a Commercial Lines Account Manager. As licensed Insurance Agents and professional business people, it is our responsibility to evaluate the needs of a Client or Prospect, evaluate the needs of the Carrier and evaluate the goals of the Agency in order to make sound decisions. Always follow the Workflows Manual where a procedure exists for a scenario. Borrow from the principles and standards established in the Manual where a procedure does NOT exist. Seek management for guidance when there is reason to think that a different action might be required or an action that is more appropriate for a particular situation. Commercial Lines Account Managers contributed to the development of the Workflows Manual. We encourage you to continue to provide positive suggestions to Management.

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Activities Quickview Click on the Activity Code to bring you to that section of the Workflow where available

The blue activity codes are links

All Codes 29 Claims 18 Nonrenewal 21 Audits 20 Endorsements 14 Proofs 23 Broker of Record 19 Miscellaneous 25 Proposals 22 Cancellations 15 New Business 10 Renewals 12

New Business Workflow -Activities Quickview

Prospect

Activity Code

How to Achieve Activity For? Folders

NEWC F9

Gathering NB Information Marketing/Select Appropriate Sub-folder 2

Marketed and Bound Outside of EPIC

Activity Code


BDOC Drag & Drop binding info to POLICY Drag & Drop preliminary binding information if binding at a later time

Policies/Bind Order

BINS

Update Stage to Submitted Holds your final binding information

and binder request to carrier Policies/Bind Order

Particular Circumstances/Coverage Bound-Policy Processing

Activity Code


FINI Drag and Drop finance agreement to ACCOUNT or POLICY (if policy exists)

Outside Finance Agreement Policies/Bind Order

BINO

Move Marketed Lines to Current (need to be in marketing module)

Holds your Final Binding Information and Binder Request to Carrier

Policies/Bind Order

CINV Drag and Drop invoice to POLICY Carrier Invoice Received Policies/Bind Order

POLR Drag and Drop policy to POLICY Attaching a Policy Policies/Policies

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Particular Circumstances/Coverage Bound-Policy Processing (Continued)

Activity Code


CHGC

Endorse/Revise Existing Line. When exiting Application, Update Stage To Submitted

Drag & Drop Change to CHGC Activity

Policies/Change Request

POLD AUTOMATIC (activity after doing the following)

Attachment; Document “Policy Delivery Letter”

Client copy of policy delivered Policies/Policies

Online Quoting Only

Activity Code


NEWC F9 Gathering Underwriting Info Marketing/Renewal Updates

SUBM F9 1 Activity for each online carrier. If declined, Drag & Drop Declined

quotes

Marketing/Declinations

QTRC Drag and Drop quote to ACTIVITIES (not attaching to any particular

activity)

Storing Quotes Marketing/Quotes

Epic Marketing Needed

Activity Code


NEWC F9 Gathering Underwriting Info Marketing/Choose Appropriate Sub-Folder 2

MKTN

Master Marketing Submission Creating A Master Marketing

Submission

SUBQ

Submit to Carrier Submitting ACORD Applications for

Quotes Marketing/Submissions

SUBO

Update Stage to Submitted If can be quoted online Marketing/Submissions

SBDC

Create Carrier Response click FINISH. Update Stage to Entered

Quote Declined by Carrier Marketing/Declinations

QTRC Drag & Drop quote to CARRIER SUBMISSION

Storing Quotes Marketing/Quotes

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Epic Marketing Needed (Continued)

Activity Code


BINS

Update Stage to Submitted Holds Your Final Binding

Information and Binder Request to Carrier

Policies/Bind Order

BDOC Drag & Drop Binding info to POLICY Holds your final binding info Policies/Bind Order

If you are doing a PROPOSAL, CLICK HERE to take you to the “proposal” activity codes

If you are creating a PROOF, CLICK HERE to take you to the “proofs” activity codes

Renewal Workflow - Activities Quickview

Renewal Preparation

Activity Code


RENL F9 Upcoming Renewal and Gathering all Renewal Information

Marketing/Choose Appropriate Sub-Folder

2

RSUM

Proposal. Finish Generating Pre-Renewal Summary Marketing/Renewal

Updates

No EPIC Marketing Needed

Activity Code


POLR Drag and Drop Renewal to POLICY

Attaching policy Policy/Policy

BINC

Renew. Make Changes. Exit Application . (Yes, Perform Action:)

Submit Application.

RENEWAL NOT RECEIVED. Renewal Policy needs changes. Send changes

to Underwriting via Acord form.


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No EPIC Marketing Needed (Continued)

Activity Code


SUBM F9 Quote Request sent to Carrier NOT Using EPIC (i.e. Online Quoting) If carrier rejects quote, Drag & Drop it to SUBM. Close unsuccessful. 1 SUMB activity per Carrier Submission

Marketing/Submissions

Marketing/ Declinations

QTRC Drag & Drop Quote to POLICY

Quotes Received Marketing/Quotes

EPIC Marketing Needed

Activity Code


MKTN

Create Master Marketing Submission

Creating a Master Marketing Submission

SUBQ

Submit to Carriers As Underwriting responds back and forth. Click and drag to this activity.

Also declinations dragged here


SUBO

Update Stage to Submitted Used when you quote online instead

of using Acord forms

Also Declinations Dragged here



QTRC Drag & Drop Quote to ACCOUNT or POLICY (if policy exists)

Quotes Received

Declined Quotes

Marketing/Quotes


SBDC

Create Carrier Response. Finish. Update Stage to Entered

Only used when a carrier declines to quote ALL LINES.


BINO

Move Marketed Lines to Current (need to be in marketing module)

Holds your Final Binding Information & Binder Request to Carrier

Policies/Bind Order

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Particular Circumstances/Coverage Bound-Policy Processing

Activity Code


FINI Drag & Drop finance agreement to POLICY

Outside Finance Agreement Policies/Bind Order

BINS

Update Stage to Submitted Holds Your Final Binding Information

& Binder Request to Carrier Policies/Bind Order

CINV Drag & Drop invoice to POLICY Carrier Invoice Received Policies/Bind Order

POLR Drag & Drop policy to POLICY Attaching a Policy Policies/Policies

CHGC

Endorse/Revise Existing Line. When exiting Application, Update Stage To Submitted

Drag & drop Change to Carrier Policies/Change Request

POLD AUTOMATIC (activity after doing the following)

Attachment; Document “Policy Delivery Letter”

Client Copy of Policy Delivered Policies/Policies

BDOC Drag & Drop Binding information to POLICY

Preliminary Binding Information If Binding At a Later Time

Policies/Bind Order



Endorsement Workflow - Activities Quickview

Endorsement

Activity Code


CHGI F9 If you can’t process the change immediately. Drag & drop

information here


CHGC

Endorse/Revise Existing Line. Exit the Application without making changes

(Yes, Perform Action:) Update Stage to Submitted.

Endorsement will Download from carrier. Do not make change in EPIC. Drag & drop copy of change to this

activity


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Endorsement (Continued)

Activity Code


CHGR Endorse/Revise Existing Line.

After making changes, exit the application (Yes, Perform Action:) Update Stage to Submitted. Sending Change to Carrier via Email or Online

Submitting Change Request to Carrier Via Email or Online. Drag & Drop

Information here



After making changes, exit the application (Yes, perform action:)

Submit Change Request. Send change to carrier via distribution manager.

Submitting an ACORD Change Request form


ENDR Drag & Drop Endorsement to POLICY

Electronic or paper endorsement received or endorsement received

Policies/ Endorsements

CINV Drag & Drop Invoice to POLICY

Company Invoice Received Policies/ Endorsements

ENDD AUTOMATIC (activity after doing the following)

Attachment. Document. “Endorsement to Insured”

Endorsement received NOT requested by agency

Policies/ Endorsements



Cancellation Workflow - Activities Quickview

Agency Bill - Nonpayment

Activity Code


CANR F9 Over 30 days past due. Drag & drop all correspondence here

Policies/ Cancellations

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Agency Bill – Nonpayment (Continued)

Activity Code


REIN Drag & Drop Reinstatement Request to POLICY

Payment Received Policies/ Reinstatements

CANS

Cancel. Finish. No payment Received by Cancellation

Date Policies/

Cancellations

CANL AUTOMATIC (activity after doing the following)

Attachment. Document. “Final Cancellation Letter”

Generate Final Cancellation Letter


Direct Bill/Financed - Nonpayment

Activity Code


DINT Drag & Drop intent to cancel to POLICY

Intent to cancel notice (late notice/no date)


CANP Drag & Drop cancellation to POLICY

Notice of Cancellation for Non-Payment Received from Carrier


CANF Drag & Drop cancellation to POLICY

Notice of Cancellation for Nonpayment Received from Finance

Company


REIN Drag & Drop Reinstatement to POLICY

Reinstatement received Policies/ Reinstatements

CANS

Cancel. Finish. No payment Received by Cancellation

date Policies/

Cancellations



Generate Final Cancellation Letter

Policies/Cancellations

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DNOC – Underwriting Reasons

Activity Code


CANU Drag & Drop NOC to POLICY

Mid-Term Cancellation U/W Reasons Policies/Cancellations

ERPQ Drag & Drop Request to POLICY

Claims Made-Extended Reporting Period Quote Request


REIN Drag & Drop reinstatement to POLICY

Reinstatement received Policies/Reinstatements

NMKT

Attachment. Document. “Cancellation Mid-Term-No Market

Letter”

Unable to Reinstate and Unable to

Rewrite


CANS

Cancel. Finish. Cancel Policy. Can’t Reinstate. Policies/Cancellations

Agency Requests Reinstatement

Activity Code



Reinstatement Request Policies/Reinstatements

NLOS AUTOMATIC (activity after doing the following)

Attachment. Document. “No Known Loss Letter”

No Known Loss Letter Policies/Reinstatements

Client Requests Cancellation

Activity Code


CANI F9

Client Request for Cancellation Received



Claims Made-Extended Reporting Period Quote Request


CANS

Cancel. Finish. Cancel Policy Policies/Cancellations

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Cancellation Confirmation Received

Activity Code



Received company invoice Policies/Cancellations

LOST F9

If you cannot inactivate entire account due to A/B Balance, Open claims or Open activities; 270 day

follow-up



Generage Final Cancellation Letter Policies/Cancellations

Reinstatement Received From Carrier

Activity Code



Company reinstatement received Policies/Reinstatements

Claims Workflow- Activities Quickview

CHANGE YOUR FIRST FOLDER FROM COMMERCIAL TO CLAIMS.

Claims

Activity Code


CLNP F9

No Policy or Policy Term in EPIC 1st Folder: Claims

CLMS AUTOMATIC (activity after doing the following)

then click “Claim”

Add Claim 1st Folder: Claims/ Loss Notices

CLAK AUTOMATIC (activity after doing the following)

Attachment. Document. “Claim Intro Letter”

Add Intro Letter 1st Folder: Claims

LRUN F9

Loss Runs Ordered 1st Folder: Commercial/ Marketing/Loss Runs

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CHANGE YOUR FIRST FOLDER FROM COMMERCIAL TO CLAIMS.

Claims (Continued)

Activity Code


EMRP F9

EMR Projection 1st Folder: Claims/ Estimates

CLRV F9

Claims Review/Loss Analysis 1st Folder: Claims/ Claims Review

SAFE F9

Safety Meetings

WCCM F9

Workers Comp Claim Management –Description: Injured Party & Date of

Injury

1st Folder: Claims/ Claims Review

CLRG F9

Large Claim 1st Folder: Claims/Select Appropriate Folder

CROR F9

Reservation of Rights. Non-Waivers Notice Received

or If Claim Coverage is Denied by

Company

1st Folder: Claims/Select Appropriate Folder

SUBR F9

Claim Subrogation 1st Folder: Claims / Claims Status

QCLM F9

Claim Inquiry If Not Regarding An Existing or New Claim

1st Folder: Claims/Select Appropriate Folder

Broker of Record Workflow Activities Quickview

BOR Received – NB to Agency

Activity Code


BORR AUTOMATIC (activity after doing the following)

Attachment. Document. “BOR Letter”

Producer Requests Blank BOR Letter Policies/BOR

POLR Drag & Drop Policy to POLICY

Attaching a Policy Policies/Policies

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BOR Received – Business Leaving Agency

Activity Code


BORL Drag & Drop BOR to POLICY (Change This In The Workflow)

BOR Received taking business away from UA

Policies/BOR

LOST F9 If you cannot Inactivate the Entire Account due to A/B Balance, Open claims or Open Activities; 270 Day

Follow-Up

CANS

Cancel. Finish. Cancel Policy Policies/Cancellations

Audit Workflow – Activities Quickview

Audit

Activity Code


AUDC Drag & Drop Request to POLICY

Copy of Carrier Request to Insured for Audit

Policies/Audits

AUDR Drag & Drop Audit to POLICY

Final Audit Received from Carrier Policies/Audits

AUDP AUTOMATIC (activity after doing the following)

Attachment. Document. “Audit Delivery Letter”

Audit Delivery Letter

Policies/Audits

AUDD Drag & Drop Dispute to POLICY

All Audit Dispute Supporting Items and Communications with Carrier

Filed here

Policies/Audits

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Audit (Continued)

Activity Code


AUDU AUTOMATIC (activity after doing the following)

Attachment. Document. “Return Audit Uncollectable Letter”

Return Audit to Carrier as Uncollectable

Policies/Audits


If Carrier Invoice Received Policies/Audits

Non-Renewal Workflow - Activities Quickview

Client Termination Workflow – Agency Generated

Activity Code


NREA AUTOMATIC (activity after doing the following)

Attachment. Document. “Client Termination Letter”

Producer Determines to Terminate Client Relationship at next Expiration



Request Quote from Carrier for Extended Reporting Period




No Other Active Policies On The Account


LOST F9 If you Cannot Inactivate Entire Account due to A/B Balance, Open Claims or Open Activities; 270 day

Follow-Up

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Client Termination Workflow – Company Generated

Activity Code


NREN Drag & Drop Non-Renewal to POLICY

Notice of Non-Renewal Received from Carrier

Policies/ Non-Renewal Notices

NRNM AUTOMATIC (activity after doing the following)

Attachment. Document. “Non-Renewal-No Market”

Non-Renewed and No Replacement Coverage. Sending Letter to Insured.

Policies/ Non-Renewal Notices



No Other Active Policies On Account Policies/Cancellations

LOST F9 If you Cannot Inactivate Entire Account due to A/B Balance, Open Claims or Open Activities; 270 day

Follow-Up

Proposal & Coverage Bound Workflows - Activities Quickview

Proposal/Quote Presented

Activity Code


PROP AUTOMATIC (activity after doing the following)

Proposal.

Doing a Proposal Inside EPIC Marketing/Proposals

PROC Drag & Drop Proposal to ACCOUNT OR POLICY (if policy exists)

Doing a Proposal outside of EPIC (carrier proposal or in-house

proposal)

Marketing/Proposals

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Proposal/Quote Presented (Continued)

Activity Code


FINI Drag & Drop Finance Agreement to ACCOUNT OR POLICY (if policy exists)

Premium Financing Needed Marketing/Other

QTRC Drag and Drop Any Related Items in Regards to a Change to the Proposal

requested by the client to the existing QTRC activity.

Client/Prospect requests Changes before acceptance

Policies/Quotes

BDOC Drag & Drop Binding Docs/Acceptance to POLICY

Preliminary binding information if binding at a later time

Policies/Bind Orders

LOST F9 If you cannot inactivate entire account due to A/B Balance, Open claims or Open activities; 270 day

follow-up

Proofs Workflows – Activities Quickview

CHANGE YOUR FIRST FOLDER FROM COMMERCIAL TO PROOFS UNLESS OTHERWISE INDICATED

Binders

Activity Code

How to Achieve

Activity For? Folders

BIND

Issue Binder(need to be here first)

Binders 1ST Folder: Proofs / Binders

24 | Page July 2015


Certificates

Activity Code


CERT

Issue Certificate(need to be here first)

Certificates 1ST Folder: Proofs / Certificates

CERM F9 If other staff handling actual issuance/send instructions

1ST Folder: Proofs / Certificates

CERC

Attachment. Document. “Certificate Delivery Letter”

Generate Certificate Delivery Letter 1ST Folder: Proofs / Certificates

CERR F9 Request for Certificate Received if not being issued immediately


CERO

Drag & Drop Certificate to POLICY

Certificate Generated Outside of EPIC.


CHGR

Endorse/Revise Existing Line. After making changes, exit the

application (Yes, Perform Action:) Update Stage to Submitted. Sending change to carrier via email or online.

Submitting Change Request to Carrier via Email or Online. Drag & Drop info

here.



After making changes, exit the application (Yes, Perform Action:)

Submit Change Request. Send change to carrier via distribution manager.

If Certificate request requires policy endorsement. Submitting an ACORD

change request form.


25 | Page July 2015


Certificates (Continued)

Activity Code


CHGC

Endorse/Revise Existing Line. Exit the Application without making changes

(Yes, Perform Action: ) Update Stage to Submitted.

If Certificate request requires policy endorsement. Endorsement will

download from carrier. Do not make change in EPIC. Drag and drop copy

of change to this activity

1st Folder: Commercial / Policies/

Change Request


Evidence of Property

EVIR F9 Request for Evidence Received 1ST Folder: Proofs / Evidences

EVID

Issue Evidence(need to be here first)

Evidences

1ST Folder: Proofs / Evidences


Auto ID Card

AIDR F9 Request for Auto ID received if not being issued immediately

1ST Folder: Proofs / Auto ID Cards

AUID

Issue Auto ID Cards (from policy) Auto ID Cards 1ST Folder: Proofs /

Auto ID Cards

Miscellaneous Codes (Alphabetical)

Miscellaneous Codes

Activity Code


ABCK Attachment. Document. “Check

Request”

Check Request to Accounting on Agency Bill

Items

Accounting/Check Requests

APPO Appointment Made with Client/Prospect (Adds Appointment to Outlook Calendar)

F9

26 | Page July 2015

Miscellaneous Codes (Continued)

Activity Code


APPR F9 Appraisals Marketing (New & Renewal) / Appraisals

CERO Certificate Generated Outside of EPIC Drag & Drop to POLICY 1st Folder: Proofs / 2nd Folder: Certificates

CHCO AUTOMATIC (activity after doing the following)

Attachment. Document. “Change Confirmation Letter”

Change Confirmation Policies/Change Request

CTOC AUTOMATIC (activity after doing the following)

Attachment. Document. “Table of Contents”

Table of Contents Generated

Marketing/Proposals

EHIS Drag & Drop Item to ACCOUNT OR POLICY (if policy exists)

Endorsement History/Summary

Servicing / Coverage Inquiries

INFO AUTOMATIC (activity after doing the following)

Attachment. Document. “New Location Information Request to Insured”

New Location Information Request to Insured


INSP F9 Inspections Marketing / Inspections

LOCR Drag & Drop Item to ACCOUNT OR POLICY (if policy exists)

Letters of Credit Servicing/Coverage Inquiries

LREC F9 Loss Control Requests/Reports/ Recommendations

Policies / Loss Control

MONE F9 Where Follow-Up is Required and/or a Copy of a

Payment to be Attached Where No Other Activity

Applies

Accounting / Payment

PDSC F9 Producer Discussion Describe

PHOT F9 Photo/Images Marketing (New & Renewal) / Photos

PREM F9 Premium Allocations Servicing / Billing Inquiries

QBIL F9 Billing Inq./Invoice Follow-up/Receipt from Carrier

Servicing / Billing

27 | Page July 2015


Activity Code


QCHG F9 Pricing Indication Request (Where client is asking for a quote on a change they May

make i.e. change in limits, deductible, project specific situations, etc. The client

request; Request to carrier; Carriers indication will all be

attached.)

Marketing (New & Renewal) / Quotes

QCLM F9 Claim Inquiry (If Not Regarding An Existing or

New Claim)

Claims / ?

QCOV F9 Coverage/Policy Inquiry/Explanation


QCPY F9 Copies Requested/Sent If the

Insured is Requesting, Notify Producer

Servicing

QINR Drag & Drop Item to ACCOUNT OR POLICY (if policy exists)

Insurance Requirements/Contract

Review


QLSR F9 Loss Runs Requested By Insured Notify Producer

Immediately Prior to Ordering

Marketing (New & Renewal) / Loss Runs

QMVR F9 MVR’s Do not attach MVR to

account in Epic – if needed, transmit separately to U/W, send using Outlook & delete

email

Marketing (New & Renewal) / MVR’s

QRFP F9 RFP (Request for Proposal) RFQ (Request for Quote) from Client - Outside of normal New/Renewal Marketing Effort

Servicing/ Coverage Inquiries

QSCH Drag & Drop Item to ACCOUNT OR POLICY (if policy exists)

Request for Schedules or Summary


QSFC F9 Safety Compliance (OSHA) Marketing / Inspections

28 | Page July 2015

QUWR F9 U/W Request for Info Underwriters Request for

Information During the Policy Period (UW request; Request to client & their response will all

be attached.)

Marketing (New & Renewal) / Choose Appropriate Sub-Folder

3


Activity Code


RBLT Automatic Auditable Policies on Installments – Mid-Term

Rating Basis Review Letter – Generate Document on

each policy @ 6 months into policy period

Letter: Rating Basis Letter

REIM F9 Reinstatement Notices received that have been processed by the carrier prior to the cancellation date and where no Epic Action: Cancel has been started.

Policies / Cancellations & Reinstatements

REPT F9 Policy Requires Monthly Reporting Forms


RINF AUTOMATIC (activity after doing the following)

Attachment. Document. “Package Renewal Questionnaire”

Package Renewal Questionnaire (Where Summary is not used)

Work Comp Payroll Request to client (Where Summary is

not used)

Marketing/Renewal Updates

SIGN Drag & Drop Item to ACCOUNT OR POLICY (if policy exists)

Forms requiring client’s signature, when no other

activity applies

Choose Appropriate Folders

UATR F9 Account Transfer (Between Branches). If Changing in

Epic, Refer to management and/or UA IT for details.

WCCM F9 Workers Comp Claim W/C Outside 3rd Party Hired by Agency to Handle Claim

Claims / ?

29 | Page July 2015

XMOD F9 Experience Modification Worksheet & WCIBR

Inspection

Marketing (New & Renewal) / Experience Mods

ZERR Drag & Drop Item anywhere

Item Attached in Error Choose Appropriate Folder

All Activity Codes (Alphabetical)- (Orange Codes=Miscellaneous Codes)

Code Code Explanation How To Obtain Code Folders (Unless otherwise indicated, the

1st folder is always COMMERCIAL) ABCK Agency Bill Check Request Letter: “Check Request” Automatic

AIDR Auto ID Request Received – Describe

F9 Proofs / Auto IDs

APPO Appointment Made with Client/Prospect (Adds Appointment to Outlook Calendar)

F9

APPR Appraisals F9 Marketing (New & Renewal) / Appraisals

AUDC Copy of Carrier Request to Insured for Audit

Drag & Drop to POLICY Policies / Audits

AUDD All Audit Dispute Supporting Items and Communications with Carrier Filed Here

Drag & Drop to POLICY Policies/Audits

AUDP Audit Delivery Letter Letter: “Audit Delivery” Automatic

AUDR Final Audit Received from Carrier Drag & Drop to POLICY Policies/Audits

AUDU Return Audit – Uncollectable Letter: “Return Audit Uncollectable” Automatic

AUID Issued Auto ID Card Action: Issue Auto ID Card 1st Folder: Proofs / 2nd Folder: Auto ID Cards

BDOC New Business & Renewal - Preliminary Binding Info if Binding at a later time

Drag & Drop to POLICY Policies / Bind Orders

BINC Renewal policy not received. Renewal policy needs changes. Send changes to U/W via ACORD form.

Action: Renew. After you exit select: “Yes” Perform an action and Submit Application.

Policies / Change Request

BIND Issued Binder Actions: Issue Binder 1st Folder: Proofs / 2nd Folder: Binders

BINO New & Renewal: Holds your final binding info and binder request to carrier

Action: “Move Marketed Lines to Current” (Need to be in the Marketing Module)

Policies / Bind Order

30 | Page July 2015

BINS Renewal & New Business: Holds your Final Binding Info & Binder Request to Carrier

Action: “Update Stage to Submitted” Policies / Bind Order

BORL BOR Received on Existing Account Taking Business Away from the Agency

Drag and Drop to POLICY Policies / Broker of Record

BORR BOR Letter Generated Letter: “BOR Letter” Automatic


1st folder is always COMMERCIAL) CANF Intent to Cancel Received from

Finance Company Drag & Drop to POLICY Policies / Cancellations &

Reinstatements

CANI Client Requests Cancellation F9 Policies / Cancellations & Reinstatements

CANL No Other Active Policies On Account

Letter: Final Cancellation Automatic

CANP D/B DNOC Non-payment Received Drag & Drop to POLICY Policies / Cancellations & Reinstatements

CANR Over 30 Days Past Due F9 Policies / Cancellations & Reinstatements

CANS Policy Cancelled Actions: Cancel, Finish Policies / Cancellations & Reinstatements

CANU DNOC U/W Reasons Received Drag & Drop to POLICY Policies / Cancellations & Reinstatements

CERC Generate Certificate Delivery Letter Letter: Certificate Delivery Letter Automatic

CERM Master Certificate Prepared F9 1st Folder: Proofs / 2nd Folder: Certificates

CERO Certificate Generated Outside of EPIC

Drag & Drop to POLICY 1st Folder: Proofs / 2nd Folder: Certificates

CERR Certificate Request Received F9 1st Folder: Proofs / 2nd Folder: Certificates

CERT Issued Certificate Action: Issue Certificate 1st Folder: Proofs / 2nd Folder: Certificates

CHCO Change Confirmation Letter. When written confirmation to the Client is needed.

Letter: Change Confirmation Letter Automatic

CHGC Change Request – Will Download Action: Endorse/Revise Existing Line. Do not Update ACORD Application. Exit then Update Stage to Submitted. Policy WILL Download


CHGI Request for Change Received (if you can’t process the change immediately)

F9 Policies / Change Request

CHGR Change Request Action: Endorse/Revise Existing Line. Make Changes. Exit.


CINV Carrier/Broker Invoice Received Drag & Drop Invoice to POLICY Accounting / Invoices

31 | Page July 2015

CLAK Claim Intro Letter Action: Issue Loss Notice 1st Folder: Claims / 2nd Folder: Loss Notices

CLMS Claim Added Click “NEW” then click CLAIM. When finished, a CLMS code is available

CLNP Claim Received / No Policy F9 1st Folder: Claims / 2nd Folder: Select Appropriate Sub-folder

CLOG Cancellation – Communication Log F9 Policies / Cancellations and Reinstatements


1st folder is always COMMERCIAL) CLRG Large Claim F9 1st Folder: Claims / 2nd Folder:

Select Appropriate Sub-folder

CLRV Claims Review / Loss Analysis F9 1st Folder: Claims / 2nd Folder: Claims Review

CROR Reservation of Rights. Non-Waivers Notice Received Or If Claim Coverage is Denied by company.

F9 1st Folder: Claims / 2nd Folder: Claims Status

CTOC Table of Contents Generated Letter: Table of Contents Automatic

DINT Intent to Cancel/Late Notice Received

Drag & Drop to POLICY Policies / Cancellations & Reinstatements

EHIS Endorsement/History Summary Drag and Drop Item to ACCOUNT OR POLICY (if policy exists)


ENDD Endorsement to Insured Letter: Generate Endorsement to Client

Automatic

EMRP EMR Projection F9 Marketing / Experience Mods

ENDR Endorsement Received Drag & Drop to POLICY Policies / Endorsements

ERPQ ERP Quote Requested Drag & Drop to POLICY Marketing / Select Appropriate Sub-folder

EVID Issued Evidence of Insurance Action: Issue Evidence 1st Folder: Proofs / 2nd Folder: Evidences

EVIR Evidence Request Received F9 1st Folder: Proofs / 2nd Folder: Evidences

FINI Premium Finance Agreement Drag & Drop to ACCOUNT or POLICY (if policy exists)

Policies / Bind Order

INSP Inspection F9 Marketing / Inspections

INFO New Location Information Request to Client

Letter “New Location Information Request to Insd”

Automatic

LOCR Letters of Credit Drag and Drop Item to ACCOUNT OR POLICY (if policy exists)

Servicing

LOST If you cannot inactivate entire account due to A/B Balance, Open claims or Open activities; 270 day follow-up

F9

LREC Loss Control Requests/Reports/ Recommendations

F9 Policies / Loss Control

LRUN Loss Runs Ordered F9 Marketing / Loss Runs

32 | Page July 2015

MEMB Memo Bill Letter: Memo Bill Automatic

MKTN Creating A Master Marketing Submission

Click on “NEW” Master Marketing Submission

MONE Where follow up is required and/or a copy of a payment to be attached where no other activity applies

F9 Accounting / Payment

MYWV My Wave Service F9


1st folder is always COMMERCIAL) NEWC New Business – Gathering

Information F9 Marketing (New & Renewal) /

Select Appropriate Sub-Folder

NLOS No Known Loss Letter Letter: No Known Loss Letter Automatic

NMKT Cancelled – No Market Letter Letter: Cancellation Mid-Term-No Market

Automatic

NREA Producer Determines to Terminate Client Relationship at next Expiration

Letter: Client Termination Letter Automatic

NREN Notice of Non-Renewal Received from Carrier

Drag & Drop to POLICY Policies / Non-Renewal Notices

NRNM Nonrenewal has been issued by Carrier and Agency will not be offering Replacement Coverage.

Letter: Nonrenewal / No Market Automatic

OSEQ Out of Sequence Download Activity F9

PDSC Producer Discussion Describe (Producer Use Only)

F9

PHOT Photo/Images F9 Marketing (New & Renewal) / Photos

POLD Policy Delivery Cover Letter Letter: Policy Delivery Letter Automatic

POLR Policy Received Drag & Drop to POLICY Policies / Policies

PREM Premium Allocations F9 Servicing / Billing Inquiries

PROC Doing a Proposal outside of EPIC (carrier proposal or in-house proposal)

Drag and Drop Proposal to ACCOUNT OR POLICY (if policy exists)

Marketing (New & Renewal) / Proposals

PROP Doing a Proposal Inside EPIC On Demand: Proposal Marketing (New & Renewal) / Proposals

QBIL Billing Inq./Invoice Follow-up/Receipt from Carrier

F9 Servicing / Billing

QCHG Pricing Indication Request (Where

client is asking for a quote on a change they May make i.e. change in limits, deductible, project specific situations, etc. The client request; Request to carrier; Carriers indication will all be attached.)

F9 Marketing (New & Renewal) / Quotes

QCLM Claim Inquiry (If Not Regarding An Existing or New Claim)

F9 Claims / Select Appropriate Sub-Folder

33 | Page July 2015

QCOV Coverage/Policy Inquiry/Explanation

F9 Servicing / Coverage Inquiries

QCPY Copies Requested/Sent If the

Insured is Requesting, Notify Producer Immediately

F9 Servicing

QINR Insurance Requirements/Contract Review

Drag and Drop Item to ACCOUNT OR POLICY (if policy exists)



1st folder is always COMMERCIAL) QLSR Loss Runs Requested By Insured

Notify Producer Immediately Prior to Ordering

F9 Marketing (New & Renewal) / Loss Runs

QMVR MVR’s Do not attach MVR to account

in Epic – if needed, transmit separately to U/W, send using Outlook & delete email

F9 Marketing / MVR’s

QRFP RFP (Request for Proposal) RFQ (Request for Quote) from Client - Outside of normal New/Renewal Marketing Effort

F9 Servicing/ Coverage Inquiries

QSCH Schedules/Summary Requested by Insured (Statement of Values,

Vehicles, Equipment, etc.) Notify Producer Immediately Prior to Ordering/Providing



QSFC Safety Compliance (OSHA) F9 Marketing / Inspections

QUWR U/W Request for Info Underwriters

Request for Information During the Policy Period (UW request; Request to client & their response will all be attached.)

F9 Marketing (New & Renewal) / Choose Appropriate Sub-Folder 3

QTRC Storing Quotes and Declinations Marketing Module: Drag & Drop quote to CARRIER SUBMISSION

Marketing (New & Renewal) / Choose Appropriate Sub-Folder 3

QTRC Storing Quotes No EPIC Marketing: Drag & Drop quote to ACCOUNT or POLICY (if policy exists)

Marketing (New & Renewal) / Choose Appropriate Sub-Folder 3

RBLT Auditable Policies on Installments – Mid-Term Rating Basis Review Letter – Generate Document on each policy @ 6 months into policy period

Letter: Rating Basis Letter Automatic

RBMT Mid-Term Rating Basis Reminder F9

REIM Reinstatement Notices received that have been processed by

F9 Policies / Cancellations & Reinstatements

34 | Page July 2015

the carrier prior to the cancellation date and where NO CLICK Actions

→: Cancel – has been started REIN Reinstatement Received Drag & Drop to POLICY Policies / Cancellations &

Reinstatments

RENL Account Renewal Beginning F9 Marketing (New & Renewal) / Choose Appropriate Sub-Folder 3

REPT Policy Requires Monthly Reporting Forms

F9 Servicing / Coverage Inquiries


1st folder is always COMMERCIAL) RINF Work Comp Payroll Request to

Client (where Summary is not used)

Letter: Work Comp Payroll Request to Client

Automatic

RINF Package Renewal Questionnaire - (where Summary is not used) – Request is for updated primary property and GL exposure updates ONLY.

Letter: Package Renewal Questionnaire

Automatic

RQST Request to Insured/Carrier for Items/Info, where no other activity applies

F9 Select Appropriate Folders

RSUM Generating Pre-Renewal Summary On Demand: Proposal. Finish. Marketing (New & Renewal) / Proposals

SAFE Safety Meetings F9 Marketing / Inspections

SBDC Quote Declined by Carrier Action: Create Carrier Response. Finish. Update Stage to Entered

Marketing (New & Renewal) / Declinations

SIGN Forms requiring client’s signature, when no other activity applies. Company Forms OR Forms Generated for Client Signature from Carrier Website (ie, UM/UIM Selection, Hurricane/Flood Exclusion) (Only if not included with Binding Docs (ie, Mid-Term)


Policies / Bind Orders

SUBM Submitted Online for Quote F9 Marketing (New & Renewal) / Select Appropriate Sub-Folder

SUBO Submitted Online for Quote. Declinations also dragged here

Action: Update Stage to Submitted Marketing (New & Renewal) / Submissions

SUBQ Submitted to Company for Quote. As U/W responds, drag & drop to this activity. Declinations Dragged Here

Actions – Submit to Carrier Marketing (New & Renewal) / Submissions

SUBR Claim Subrogation F9 Claims / Claim Status

UATR Account Transfer (Between Branches). If Changing in Epic,

F9

35 | Page July 2015

Refer to management and/or UA IT for details.

WCCM Workers Comp Claim W/C Outside 3rd Party Hired by Agency to Handle Cliam

F9 Claims / Select Appropriate Sub-Folder

XMOD Experience Modification Worksheet & WCIBR Inspection

F9 Marketing (New & Renewal) / Experience Mods

ZERR Item Attached in Error Drag & Drop anywhere

New Business Workflow

1) Any prospect (call-in, etc) should be added to Epic as soon as contacted.

2) All prospects (ready for quoting/marketing) should be added in Epic.

Definition of Prospect:

a. Qualified & ready to begin quoting insurance

3) Accounts can be added as Insureds ONLY if quoted & bound (approved) online by carrier; refer to New

Business Workflow – (Marketed & Bound Outside of Epic) workflow

4) If AM will be handling the quoting for New Business account, add Prospect & complete applications per

New Business Workflow – Epic Marketing Needed or New Business Workflow – Online Quoting Only

workflows.

New Business – New Prospect

Step# Workflow Step (EVENT) Resp Step Details Formletter / Attachment

1. New Prospect

Producer As contact with new prospect is made: A. Check if account already exists

in Epic as either Insured or

Prospect, Active or Inactive

Epic Work Step Page 136

B. If account already exists in Epic,

contact currently assigned

Producer for permission to take

over & pursue prospect.

C. If currently in EPIC as a Prospect,

use existing account moving

forward instead of adding a new

account.

2. Add Account, if Prospect Not Already in Epic

Producer If account is not already in Epic, add New Account / Prospect. Epic Work Step Page 137 Minimum account info is:

36 | Page July 2015

New Business – New Prospect


Client Name (Required)

Mailing Address (Desired)

Phone (Main Business Ph#) (Required)

Primary Contact & contact info (Phone

(Required) & Email address(Desired))

Servicing Tab – Producer (Required)

and AM (Desired)

Optional information – any other information available such as website address, fax#, etc.

3. Gather Prospect Information

Producer As initial contact is made, manually add (F9) NEWC activity at Account Level level and add notes. Epic Work Step Page 115 Activity is Open, F/U # of Days is 0 (adjust as needed), Who is UserID As information obtained or correspondence occurs with prospect by personal contact, phone, fax or email, Drag & Drop any attachments and add notes to existing NEWC activity and update followup as needed. Epic Work Step Page 122

Folder: Marketing / select appropriate Sub-folder 2

4. Once Prospect Commits to Quoting

Producer Once Prospect Commits to Quoting, Refer to appropriate New Business workflow for next steps: Marketed & Bound Outside of Epic Online Quoting Only Epic Marketing Needed

New Business Workflow – (Marketed & Bound Outside of Epic)


1. New Business Account Info to AM

AM AM receives info on New Business via Email/Physical Copy - should include:

Carrier Quote(s) used to Bind Coverage

Required Signed Documents

Signed BOR (if applicable)

Payment, if Required

37 | Page July 2015

New Business Workflow – (Marketed & Bound Outside of Epic)


2. Create Policies in Epic

AM Add policies as “contracted” for all coverage bound. Epic Work Step Page 192 Access Line Detail under Servicing / Billing for each policy/line and verify tabs are complete; update as needed. Pr/Br Commission tab needs to designate commissionable Producers.

3. If Policy will not Download, Complete Applications

AM Complete policy application detail, including AP Section, for each line of business including coverage & exposure information. Epic Work Step Page 151 When exiting application detail, leave stage “In Process” until application details are complete

4. Update Policy Stage to Submit

AM Once application detail is complete or if policy will download, exit policy CLICK Actions →: Update Stage to Submitted and set pending for receipt of policy Select BINS Activity Open, F/U 45 Days, Who: AM Epic Work Step Page 197 Drag & Drop all binding info to BINS activity Epic Work Step Page 122 Close NEWC activity successfully if not already closed.

Folder: Policies / Bind Orders

5. For Next Steps See Coverage Bound / Policy Processing for next steps.

38 | Page July 2015

New Business Workflow – Online Quoting Only


1. Gather Additional Information Necessary to Quote

AM Obtain additional information needed for submission/quoting by personal contact, phone, fax or email. These items include but are not limited to:

Carrier specific application(s)

Copies of current policies

CL - Request for Loss Runs

CL - Schedules of Exposures

CL - Financials

Customer Website Info As additional information is received, Drag & Drop to existing NEWC activity in Epic. Update f/u as needed or Close if all information received. Epic Work Step Page 122

Folder: Marketing / select appropriate Sub-folder 2

2. Select Carrier(s)

AM Select carriers to quote / pre-qualify account with carrier, if applicable

3. Access Carrier Website(s)/Comparative Rater (FSC) Software and obtain Quote(s) or if Submitting to Carrier outside of Epic Marketing

AM Manually add (F9) SUBM activity at account level for each carrier quoting (select carrier in the PPE field in activity detail). Epic Work Step Page 115 Activity is open with 7 days F/U and open to UserID (change as needed to AM where applicable). Access company website or comparative rater and enter details to obtain quote or submit to carrier via email & specialty application.

4. As Quotes / Declinations Received

AM A. If declined by carrier, add notes to

existing SUBM activity and close

unsuccessful and select reason. Drag

& Drop declination, if received in

writing, to existing SUBM activity

OR

B. Once Quote Received, Drag & Drop

quote to Account Level in Epic.

Select QTRC activity & designate

carrier in PPE field. Activity is open

Folder: Marketing / Declinations Folder: Marketing / Quotes

39 | Page July 2015

New Business Workflow – Online Quoting Only


with 14 days f/u. Update as needed.

Who is AM.


a. Close SUBM Activity Successfully

b. If need to negotiate quote

terms/pricing, subsequent

revised quotes need to be

attached to existing QTRC

activity for designated

carrier/policy in Epic.


5. For Next Steps See Quote/Proposal/Quote Presented Workflow for Next Steps

New Business Workflow – Epic Marketing Needed


1. Gather Additional Information Necessary to Create Submission

Producer / AM These items include but are not limited to:

Carrier specific application(s)

Copies of current policies

Request for Loss Runs

Schedules of Exposures

Financials

Customer Website Info As additional information is received, Drag & Drop to existing NEWC activity in Epic. Update f/u as needed or Close if all information received. Epic Work Step Page 122

2. Select Carrier(s)

Producer / AM Select carriers to quote and/or pre-qualify account with carrier

3. Create Marketing Submission / Applications

Producer / AM Create Master Marketing Submission. Select MKTN activity, Open, f/u 0 Days (update as needed, Who: UserID Epic Work Step Page 146 Add any attachments that will accompany submission to Master Marketing Submission itself

40 | Page July 2015



NOTE: Designate if files will retain their native format (ie, excel spreadsheets) Epic Work Step Page 147 Complete applications for each line of business as applicable based on client information gathered Epic Work Step Page 151 NOTE: Prefills are available for Commercial Auto, Workers’ Comp and General Liability If Handing Off For Marketing: Once master submission is complete, access & edit MKTN activity, change Who code to marketer, change f/u date to today’s date. Add any notes regarding submission / quote requests.

4. Create Carrier Submissions

AM / Marketer Once all areas complete on Master Marketing Submission, create Carrier submission, one for each carrier Epic Work Step Page 173 NOTE: If you can quote single lines of business online for a specific carrier but will also be submitting actual applications for other lines of business for quote, create separate Carrier Submission just for the lines quoted online.

5. Submit to Carrier via Distribution Manager

AM Select carrier submission then CLICK Actions →: Submit to Carriers Epic Work Step Page 174 Select SUBQ Activity. Activity is open with f/u of 3 days. Who: UserID NOTE: If can be quoted online, use CLICK Actions →: Update Stage to Submitted - Select SUBO activity. Activity is open with a f/u of 3 days. Who: UserID Epic Work Step Page 177

Folder: Marketing / Submissions

41 | Page July 2015



6. When SUBQ/SUBO F/U comes due, verify receipt of submission by carrier

AM When SUBQ/SUBO F/U comes due, follow up with the carrier to verify submission received, any initial questions, when quote is expected. Add notes to existing SUBQ/SUBO activity. Extend f/u as needed for receipt of quote.

7. Submission Correspondence

AM As underwriters ask questions, request additional information, etc., handle & add notes and/or Drag & Drop to existing SUBQ/SUBO activity. Extend f/u as needed. Epic Work Step Page 122


8. As Quotes / Declinations Received

AM / Marketer A) If quote(s) received, Drag & Drop to Carrier Submission & select QTRC activity; designate carrier by selecting carrier code in PPE field in activity detail. Activity is open with 14 day f/u. Who is AM / Marketer Followup with underwriter if needed. Close carrier specific SUBQ/SUBO successful

B) If declination(s) are received, Drag &

Drop to existing SUBQ/SUBO activity for respective carrier. Close Unsuccessful and select reason Epic Work Step Page 122

Folder: Marketing / Quotes Folder: Marketing / Declinations

9. In Epic, Create Carrier Response

AM Access Carrier Submission in Marketing Module then CLICK Actions →: Create Carrier Response Epic Work Step Page 182

NOTE: ONLY if Carrier declined to quote ALL lines submitted and no further negotiations will be pursued:

Click Finish

Select “Update Stage to Entered” & select SBDC activity. Activity will be closed automatically

10. For Next Steps See Quote/Proposal Presented Workflow for Next Steps

42 | Page July 2015

Proposal & Coverage Bound Workflows

Proposal / Quote Presented


1. As Needed, Generate Proposal Renewal: 30-5 Days Prior to Expiration

AM

As situation warrants, Generate proposal in Epic. NOTE: Can only use Epic Proposal IF client is in Epic & applications exist in the Marketing Module. (Renewal: FYI, Can also use expiring policies to generate Epic Proposal) Epic Work Step Page 183 PROP activity will generate automatically and is Open with 5 day f/u and Who is UserID OR If Carrier’s quote/proposal used, drag & drop copy of carrier quote/proposal to Activity in Epic. Select PROC activity and designate carrier in PPE field. Activity is Open with 5 day f/u and Who is UserID. Epic Work Step Page 122 Close Unsuccessful any QTRC activities for carriers not used and select reason.

On Demand: Proposal Folder: Marketing / Proposals Folder: Marketing / Proposals

2. If Premium Financing Needed AM Generate Premium Finance Agreement and include with Proposal/Quote for signature and down-payment. Drag & Drop Finance Contract to policy in Epic and select FINI Activity. Close Activity Successfully. Who is AM. Epic Work Step Page 122

Folder: Marketing / Other

3. Prepare Necessary Forms to Accompany Proposal/Quote

AM Generate all required forms needed by carrier to bind coverage: For example: Terrorism, UM Selection, Applications, Finance Agreement, D-1 and any other forms needed. Drag and Drop all additional forms to existing PROP/PROC activity Epic Work Step Page 122

Folder: Marketing / Proposals

43 | Page July 2015



4. Proposal/Quote Presented Renewal: 30-5 Days Prior to Expiration

AM Proposal/quote presented * *If presented electronically, print to pdf prior to transmitting Add notes to PROP/PROC activity outlining how/when presented to prospect/client.


5. If Prospect/Client Requests Changes before Acceptance

AM Request changes to carriers, Drag & Drop and add notes to carrier specific QTRC activity. Change f/u as needed. As carrier responds, Drag & Drop response to QTRC activity & add notes. If Using Epic Marketing: In Marketing Module, Create Carrier Response with changes & update applications with any changes necessary Epic Work Step Page 182 Generate new proposal or modify existing proposal, depending on signifiance of changes requested.

6. Proposal/Quote Acceptance / Declination

AM If accepted, Drag & Drop any acceptance documents, binding documents, to policy in Epic and select BDOC activity. Epic Work Step Page 122 Activity is Open. F/U # of Days: 0 Days (If not all items are received, add notes RE: outstanding items & change F/U as needed) Who is UserID Close PROP/PROC activity successful. Epic Work Step Page 122 If declined, Drag & Drop any correspondence and add notes to PROP/PROC activity and close unsuccessful, select reason. Epic Work Step Page 122 Manage QTRC activities as needed to outline Prospect acceptance/rejection If prospect declined, advise companies, close files.


44 | Page July 2015



7. If Proposal/Quote Accepted but Client Has Changes

AM No action other than to confirm the

changes in writing back to client and to

include in bind order to carrier(s).

If using Epic Marketing:

If significant changes, update Carrier

Submission with changes and generate

Proposal to reflect changes. Send

revised proposal to client. Attach to

existing PROP/PROC activity and close

successful.

Folder: Policies / Bind Order

8. If No Response from Prospect or Insured on Non-Automatic Renewal Policy

AM Continue to followup for response.

If Prospects, will ultimately send email

advising since no response, closing our

file.

For Existing Clients, followup for

response. Ultimately, advise in writing

that coverage will expire & no coverage.

Attach & add notes to PROP/PROC

activity. Close activity unsuccessful &

select “Client - No response” reason.


9. RENEWAL ONLY: Lost Business Follow-Up Complete this step if applicable. If not applicable, go to next step.

Producer/AM If there are no other active policies on account, at account level:

Inactivate account

CLICK Actions →:

Inactivate/Reactivate Client


If you receive warning that there is an

agency bill balance, open claims or

open activities that prevent the

account from being inactivated

immediately, manually add (F9) LOST

activity. Open with 270 Days followup

and Who: UserID

Access Account Detail and add Agency

Defined Category of Lost & make

appropriate selection: Lost

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Commercial or Lost Entire Account (if

applicable).

10. RENEWAL ONLY: Inactivate/Update Lost Account

AM When LOST f/u comes due & if appropriate:

Close open activities and claims, as

appropriate

Inactivate account

CLICK Actions →:



11. For Next Steps See Coverage Bound / Policy Processing for next steps

Coverage Bound / Policy Processing


1. If Outside Financing Requested and not already Offered, Generate Premium Finance Agreement

AM Generate Premium Finance Agreement and forward to Insured for signature and down-payment. Drag & Drop Finance Contract to policy in Epic and select FINI Activity. Activity is open with 1 day f/u. Who is AM. Epic Work Step Page 122


2. Payment Handling

Producer / AM Producer/AM is responsible for collecting payment prior to binding coverage on Agency Bill business or down payment as required on Direct Bill

3. If New Business, Change Client Status from Prospect to Insured in Epic

AM At Account Level CLICK Actions →: Change Client Type Epic Work Step Page 186

4. Add/Update Client Account Details

AM Access Account Detail and Add/Update any pertinent Account Details Servicing Team – Update as Needed In addition, access Categories/History Tab: Epic Work Step Page 139

46 | Page July 2015



Add any Agency Defined Categories Applicable:

CL – Size of Account

Policy Delivery Method: Online, Email

or Mail Policy

Define any Relationships applicable


5. Add/Update Additional Information for Primary Contact and add any other Contacts needed

AM Access contacts & update existing contacts as needed with additional phone #s, email address. Epic Work Step Page 140 For Individual Contacts, complete:

First Name & Last Name (Required)

Formal & Informal fields (Required)

Description (Desired)

For Main Business Contact, Complete/Update Business Info tab:

Business Type (Required)

Date Business Started (Desired)

Nature of Business (Required)

Federal ID #, if applicable

SIC Code (Desired)

Optional: Include any additional

information you have available, i.e.

Website, Drug Free, Safety Manual

6. Create/Update Policies

If Online Quoting or

Quoted/Bound Outside of

Epic

If Epic Marketing Used:

AM

Access Policies on Client and Add each

Policy bound updating all details on both

Policy & Line sections of Servicing/Billing


OR

Access account’s Policies area in Epic,

change Policy Listview to Policies –

Marketed, access/edit carrier submission

and verify all lines and coverages reflect

47 | Page July 2015



coverage bound. Update carrier

submission as needed

CLICK Actions →: Move Marketed Lines

to Current


Either Add (New Business or splitting

package at Renewal) or Renew Existing

Policy (Renewal Only)

Automatically adds a BINO Activity for

each policy created. Activity is Open,

F/U # of Days: 45 Who: AM

NOTE - If Rewriting Policies, refer to

Cancel/Rewrite:


Close NEWC/RENL activity successfully if

not already closed.

7. Complete Applications – Applies only if marketed/quoted OUTSIDE of Epic NOTE: For Renewal, does not apply to Non-Marketed policies unless updated info received

Producer / AM

Complete/update policy application detail for each line of business. Epic Work Step Page 151 If application detail is not complete, when exiting applications, leave stage “In Process”

8. Binding Documents Received Producer / AM As signed applications and other items required to bind coverage are received, Drag & Drop to policy in Epic and select BDOC activity. Epic Work Step Page 122 Activity is Open. F/U # of Days: 0 Days (If not all items are received, add notes RE: outstanding items & change F/U as needed) Who is UserID


9. If Not Already in Submitted Stage, Update Stage to Submitted

AM

Once application detail is complete OR if policy will download: CLICK Actions →: Update Stage to Submitted Epic Work Step Page 197

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Select BINS activity. Activity is open with 45 day F/U to AM NOTE: If policy with Surplus Lines, F/U should be 1 day for receipt of Confirmation of Coverage

10. Bind Order to Carrier

AM If can Bind/Issue Online – Access carrier website & complete as necessary to Bind/Issue Policy(ies). Access existing BINO/BINS and add notes – Issued Online. If documentation received, Drag & Drop to existing BINO/BINS activity. Specialty/Non-Epic Marketing – Send email to underwriter with necessary supporting documents to bind coverage. Attach to existing BINO/BINS activity. Epic Marketing* – Transmit Bind Order to Carrier(s) via Epic Email. right click & send via email then when Attach To box pops up change to Attach To Activity & select existing BINO/BINS activity. Epic Work Step Page 122 (*If Epic Marketing and multiple policies bound with one bind order, see note below) *NOTE: If Bind Order to Carrier is for more than one policy bound, attach instructions to the primary policy’s existing BINO/BINS activity. Add a note to each of the other policy’s BINO/BINS activity referencing the primary policy’s BINO/BINS for Bind Order details Epic Work Step Page 191 Close BDOC activity successfully Closed MKTN activity successfully


11. Receive Bind Confirmation from Carrier/Surplus Lines Broker

AM When confirmation received, Drag & Drop to existing BINO/BINS Activity. Epic Work Step Page 122


12. Carrier Invoice Received AM Even if received with Carrier/Surplus Lins Broker Confirmation of Coverage – Attach Separately:


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Drag & Drop carrier invoice to policy in Epic. Select CINV activity. Activity is Open with 0 day f/u to appropriate Accounting.user, per office guidelines. Epic Work Step Page 122

13. If Agency Bill, Invoice Premiums (Taxes & Fees, If applicable)

AM Invoice policy premiums (including taxes & fees, if applicable) Epic Work Step Page 285 CLICK Actions →: Generate Invoice Epic Work Step Page 293

Folder: Billing / Invoices

14. Receive Signed Premium Finance Agreement

AM If AM receives signed agreement, (Follow agency procedure for handling of agreement & down payment check) Transmit/upload copy to Finance Company for processing. Drag & Drop to existing FINI activity. Change f/u # of days to 7 days. Who: UserID Epic Work Step Page 122 When Finance Company Acknowledgement received, Drag & Drop to FINI activity and add note. Close Activity Successfully Epic Work Step Page 122 Access Line Detail (Billing tab) of each policy financed & mark “Financed” box & add Loan # in Loan # field. Access each policy & invoice Finance Transaction Amount. (In some cases where the actual company is providing the financing, enter a regular transaction, using CFIN transaction code for amount financed.) Epic Work Step Page 288


15. If Needed, Issue Any Proofs

AM/Tech Issue Proofs as needed:

Auto ID cards


Certificates




Binders

Binders (30 days) will be issued

Folder: Proofs / Auto ID Cards Folder: Proofs / Certificates Folder: Proofs / Evidences Folder: Proofs / Binders

50 | Page July 2015



where allowed by carrier

appointment or Carrier Binder will

be sent to insured (ie. surplus lines)


AUID, CERT, EVID, BIND activities will automatically generated based on proof issued. Activity will be closed. NOTE: If receive list of holders, create new or renew masters & review / edit or import holder list per client’s response – refer to Certificate Workflow Transmit to Insured & Additional Interests and Carriers, as required.

16. Transmit Confirmation of Binding/Coverage to Customer

AM Transmit to client then Drag & Drop to existing BINO/BINS activity for primary policy.

Folder: Proofs/Binders

17. Check Status of Policy Issuance

AM If BINO/BINS F/U comes due and policy not received, contact carrier/broker for status of policy issuance. Drag & Drop and add notes to existing BINO/BINS activity. Change f/u as needed. Epic Work Step Page 122


18. If Download, Policy Download Received

System If policy download, system will process the download and automatically add a ZNEW activity. Activity is closed successfully.

19. Paper or Electronic Policy Received

AM When policy is received, (via carrier website retrieval, regular mail, email, etc), Drag & Drop to policy in Epic Select POLR Activity, Open, F/U is 0 Days, Who is AM Epic Work Step Page 122

Folder: Policies / Policies

20. Review Policy for Accuracy

AM Receive POLR activity. Review policy (Within 30 Days of Receipt) against Bind Order, Quote, Proposal, and/or Applications in Epic, etc for accuracy. If Download, policy will already be “Issued” in Epic. For Non-Download:

51 | Page July 2015



CLICK Actions →: Issue/Not Issue Policy Epic Work Step Page 201 Close the BINO/BINS activity successfully. Policy Review – If Epic Application is Correct but Actual Policy Needs Correction: CLICK Actions →: Endorse/Revise, Existing Line & complete eff date & description – “Descr Correction, Per Policy Review/App Correct” – Click Detail, Exit App without making any changes & CLICK Actions →: Update Stage to Submitted, select CHGC activity, Finish. Activity is open with 45 days followup, and Who is UserID. Submit change/correction to Underwriter via email & Drag & Drop to existing CHGC activity Policy Review – If Actual Policy is correct but Epic Application Needs Updated CLICK Actions →: Endorse/Revise, Existing Line & complete eff date & description – “Descr Correction, Update Per Policy Review” – Click Detail and make necessary corrections to application detail. Exit App and select Issue/Not Issue Endorsement. Click Finish. AND/OR If Discrepancies, See Endorsement Workflow for next steps. Epic Work Step Page 203

21. Prepare and Transmit Policies to Client

AM If we have the client’s copy of policies: Access Attachments and generate “Policy Delivery Letter” formletter. Automatically adds POLD activity. Activity is closed successfully. Epic Work Step Page 125 Transmit or deliver policies to insured based on Policy Delivery Method ADC.

ADC – Agency Defined Category Formletter: Policies / Policies

52 | Page July 2015



Close the POLR activity successfully.

Renewal Workflow

Renewal Workflow – Renewal Prep

Step # Workflow Step Resp Step Details Formletter / Attachment

1. Generate & Distribute Expiration Lists 150 Days Prior to Expiration Automated by Report

Admin

Done monthly: Ran 150 Days Out (EX: Ran Jan 1 for Jun expiring month) Distributed automatically to:

AM

Producer

Dept Managers

Automatically add RENL activity (one per account in expiring Month). Activity is Open with 0 Day F/U. Who: AM

2. Renewal Strategy Review Expirations for Renewal Method 150-140 Days Prior to Expiration

AM/Producer Service Team reviews upcoming expirations to determine renewal strategy:

Producer or AM handling Client

Update

No Marketing

Marketing Needed

Access RENL activity and add notes & update F/U to necessary action date. NOTE: No more than one RENL activity will generate per month, per client. Date shown will be first expiring policy Add any additional RENL activities which may be necessary for additional polices renewing that month.

3. For Carrier/Broker Renewal Offer/Request Not Received: Send Request 120-90 Days Prior to Expiration

AM If Receive Carrier/Broker Renewal Notice/Request for Applications, etc., Drag & Drop to existing RENL activity & add notes. Epic Work Step Page 122

Folder: Marketing / Renewal Updates

53 | Page July 2015



If Carrier/Broker Offer/Request has not been received, request as needed. Drag & Drop to existing RENL activity & add notes. Change F/U as needed to pend for receipt. Epic Work Step Page 122

4. If Receive Conditional Non-Renewal Notice from Carrier/Broker

AM Drag & Drop to existing RENL activity and add notes. Epic Work Step Page 122

Folder: Marketing / Conditional Renewal Notices

5. Pre-Renewal Summary Generated 120-100 Days Prior to Expiration

AM/Marketing Access Account, On Demand, Proposal & select Policies that are expiring in target month & select “Pre-Renewal Summary” Proposal Group. Epic Work Step Page 185 Select RSUM activity. Activity is open with 20 days F/U. Who: AM/Mktg Attach to existing RSUM Activity & add notes outlining what is attached, including additional Pre-Renewal items:

Any blank specialty coverage applications

needed along with last year’s completed

application

Excel Schedules (ie, Drivers List, Vehicles,

Property, Equipment, Named Insureds)

Statement of Values

Business Income Worksheets

Renewal Worksheet Soliciation

Payroll Request Form

“Package Renewal Questionnaire”

Formletter

Folder: Marketing / Renewal Updates

6. Transmit Pre-Renewal Summary to Client for Review/Update & Application/Pre-Renewal Items for Completion, if needed 120-90 Days Prior to Expiration

AM/Marketing Based on communication with Producer, transmit Pre-Renewal Summary to Producer/AM (for delivery/meeting with client) or to Client directly. Attach to existing RSUM activity & add notes.

7. Order/Obtain Loss Runs 90 Days Prior to Expiration

AM/Marketing Per Expiration Reports, obtain 5 years loss runs for each account/policy listed unless otherwise instructed by AM on the account.

54 | Page July 2015



Drag & Drop Loss Runs to existing RENL activity. If need to order Loss Runs, request via email to Carrier. Drag & Drop to existing RENL activity. Activity is open with 7 days F/U. Who is UserID Epic Work Step Page 122

Folder: Marketing / Loss Runs

8. If RSUM f/u comes due, contact client for status 100-90 Days Prior to Expiration

AM/Marketing If RSUM f/u comes due and no response from client but can move forward with expiring information, close RSUM activity unsuccessful and select reason. Discuss with AM/Producer where applicable. OR If updated information or application is required to move forward with renewal process, contact client OR access attachments & locate Pre-Renewal Summary packet & send via email with 2nd request for information. Include AM where applicable. Attach to existing RSUM activity, add notes. Extend F/U 7 days. Who: AM

9. As Updated Client Information Received 100-90 Days Prior to Expiration

AM/Marketing Drag & Drop to existing RENL activity. Activity is Open with 0 day f/u (update as needed). Who: AM If all information received, close RSUM activity successfully

Folder: Marketing / Appropriate Subfolders

10. Workers’ Comp Only: If Applicable, Obtain Experience Modifier Worksheets 60 Days Prior to Expiration

AM/Marketing Access WCIRB Website & obtain Experience Modifier Worksheets Drag & Drop existing RENL activity. Properly completed Authorization Form must be on file per WCIRB requirements.

Folder: Marketing / Experience Mods

11. Based on Renewal Strategy, Continue Renewal Process

AM If no marketing needed (renewal with incumbent carrier), refer to Commercial Renewal Workflow – No Marketing If marketing needed, refer to Commercial Renewal Workflow – Epic Marketing Needed

55 | Page July 2015

Renewal Workflow – No Marketing Needed


1. Renewals, with Incumbent Carriers – No Marketing Needed 90-30 Days Prior to Expiration

AM A) If automatic renewal:

If renewal policy already received and no proposal is needed: CLICK Actions →: Renew. Epic Work Step Page 198 Drag & Drop renewal policy to Policy in Epic & select POLR activity. Epic Work Step Page 122 If Renewal Proposal Needed before Policy Processing, refer to Proposal Process. If Renewal Proposal NOT needed, review per “Policy Processing”; then CLICK Actions →: Issue Policy. If client updates have been received, use Endorsement Workflow to update applications with changes. When exiting application, select Submit Application and request changes to renewal policy per application. If renewal policy NOT received: CLICK Actions →: Renew. Epic Work Step Page 198

1) If exposure changes per client

update, access applications &

make necessary changes. When

exiting the application, select

Submit Application and request

renewal with changes. Select BINC

activity. Activity is Open with 45

days F/U, or change as needed.

Who: AM

B) Based on client updates received, if

Quote needed from incumbent carrier:

CLICK Actions →: Renew If client updates received and changes in exposure, update application with changes. When changes complete, exit application, leave “In Process”. Epic Work Step Page199

Folder: Policies / Policies Folder: Policies / Change Request Folder: Policies / Change Request

56 | Page July 2015

Renewal Workflow – No Marketing Needed


CLICK Actions →: Review Application and transmit to Underwriter requesting quote per application. Epic Work Step Page 199 Manually add (F9) SUBM activity at Policy Level. Activity is Open with 7 days F/U, change as needed. Who is UserID Epic Work Step Page 115

2. Quote(s) Received AM When quote received, Drag & Drop to policy & select QTRC activity. Follow up for 14 days or change as needed. Close SUBM activity successful. If Incumbent carrier’s quote is unacceptable, refer to Commercial Renewal Workflow – Epic Marketing Needed to prepare submission to other carriers.

Folder: Marketing / Quotes

3. For Next Steps See Proposal/ Quote Presented and/or Coverage Bound / Policy Processing for next steps.

Renewal Workflow – Epic Marketing

Step # Workflow Step Resp Step Details Formletter /

Attachment Folders 1. Create Marketing Submission /

Applications By 90 Days Prior to Expiration

AM Create Master Marketing Submission selecting expiring policies/lines that will be marketed. Automatically adds MKTN activity, Open, f/u 0 Days (update as needed), Who: UserID Epic Work Step Page 148 Add any attachments that will accompany submission to Master Marketing Submission itself NOTE: Designate if files will retain their native format (ie, excel spreadsheets) Epic Work Step Page 148

57 | Page July 2015



Attachment Folders Update applications for each line of business where applicable based on updated information provided by client

2. Create Carrier Specific Submissions

AM Once all areas complete on Master Marketing Submission, determine carriers to receive renewal marketing submission, then CLICK Actions →: Create Carrier submission, one for each carrier. Epic Work Step Page 173 NOTE: If you can quote single lines of business online for a specific carrier but will also be submitting actual applications for lines of business for quote, create separate Carrier Submission just for the line quoted online.

Folder: Application

3. Submit to Carrier By 90 Days Prior to Expiration

AM Submit to carrier(s) through Distribution Manager. CLICK Actions →: Submit to Carriers Epic Work Step Page 174 Automatically adds SUBQ Activity. Activity is open with f/u of 3 days. Who: UserID NOTE: If can be quoted online, CLICK Actions →: Update Stage to Submitted - Select SUBO activity. Activity is open with a f/u of 3 days. Who: UserID Epic Work Step Page 177 As underwriters ask questions, request additional information, etc., handle & attach to existing SUBQ/SUBO activity Epic Work Step Page 122

Folder: Marketing / Submissions Folder: Marketing / Submissions

4. When SUBQ/SUBO F/U comes

due, verify receipt of

submission by carrier

AM When SUBQ/SUBO F/U comes due, follow

up with the carrier to verify submission

received, any initial questions, when quote

is expected. Add notes to existing

SUBQ/SUBO activity. Extend f/u as needed

for receipt of quote.

5. Quotes / Declinations Received

AM A) If quote(s) received, Drag & Drop to account & select QTRC activity for respective carrier. Follow up as needed.

Folder: Marketing / Quotes

58 | Page July 2015



Attachment Folders B) Close SUBQ/SUBO activity for that

carrier successfully

NOTE: If need to negotiate quote terms/pricing, subsequent revised quotes need to be attached to existing QTRC activity in Epic

C. If declination(s) are received, Drag &

Drop to existing SUBQ/SUBO activity for respective carrier. Close unsuccessful and select reason.


Folder: Marketing / Declinations

6. In Epic, Create Carrier Response

AM Access Carrier Submission in Marketing Module then CLICK Actions →: Create Carrier Response Epic Work Step Page 182

NOTE: ONLY if Carrier declined to quote ALL Lines submitted and no further negotiations will be pursued:

Click Finish

Select “Update Stage to Entered” & select SBDC activity. Activity will be closed automatically

7. See Proposal/ Quote Presented and Coverage Bound / Policy Processing for next steps.

Broker of Record Workflows Broker of Record business involves acquiring accounts where the client is turning existing policies over to United Agencies as Broker of Record. P&C: We do not get paid commission until the policy renews with United Agencies as broker or a new policy is issued by United Agencies to replace coverage.

59 | Page July 2015

Broker of Record Received – New Business to Agency ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Step# Workflow Step Resp Step Details Formletter / Attachment

1. Producer Requests Blank BOR Letter

AM If account exists in Epic, access & generate BOR letter on account Automatically adds BORR Activity, Open Follow up: 7 days Who: UserID Letter merges. Enter Policy Number(s) and carrier info if available. Transmit to obtain signature, advising them it should be on their company letterhead. Save & Exit document. Epic Work Step Page 125 OR Otherwise, access Epic & add Prospect account. Epic Work Step Page 137 Minimum account info is:

Client Name

Address

Phone (Main Business Ph#)

Primary Contact & contact info (Phone &

Email address)

Servicing Tab – Producer & AM and add

any other applicable service roles

Access Attachments and Add Document, “BOR Letter”, Automatically Add BORR Activity, Open Follow up: 7 days Who: UserID Letter merges. Enter Policy Number(s) if and carrier info if available. Transmit to obtain signature. Save & Exit document. Epic Work Step Page 125

Formletter: Broker of Record Letter Folder: Policies / BOR

2. Signed BOR received Update Account in Epic

AM Drag & Drop to existing BORR activity in Epic, and add notes Epic Work Step Page 122 If account is still a Prospect, change client type to Insured. Epic Work Step Page 186

Folder: Policies / BOR

3. Add Policies

AM Add policies as outlined on BOR letter: Epic Work Step Page 192

60 | Page July 2015



Policy Term is actual term

Policy Status is NEW

Access Line Detail under Servicing /

Billing for each policy and verify tabs

are completed as needed

Enter “Acquired by BOR Eff xx/xx/xx” at

end of Policy Description field

Enter BOR Date in First Written Field

Pr/Br Commission tab needs to

designate commissionable Producers

Click Finish. Policy will be “In Process”

4. Transmit BOR to Insurance Company(ies)

AM If required by carrier/broker, complete applications & CLICK Actions →: Review Application Epic Work Step Page 197 to generate applications to accompany BOR letter. Transmit BOR to insurance company(ies) Attach and add notes to existing BORR activity. Open Follow up: 2 Days Who: UserID Epic Work Step Page 122


5. When BORR f/u comes due, verify company receipt of BOR

AM Contact company & verify that BOR was received and processing. Follow-up, as needed, with underwriter/client for:

copies of the policy including endorsements,

loss runs,

schedules of exposures,

and all other necessary information from the carrier/customer

Attach and add notes to existing BORR Activity Extend f/u for 14 days Who: AM Epic Work Step Page 122


6. Receive Company Acknowledgement

AM Drag & Drop to existing BORR activity in Epic Epic Work Step Page 122


61 | Page July 2015



In BORR activity, access description field & add at the beginning: CO ACK RECD If current policy/endorsements not received follow up with carrier/client Attach and add notes to existing BORR Activity. Change F/U as needed. Who is AM. If no other items needed, close BORR Successfully


7. If Need to Market or If Close to Renewal Dates

AM If BOR & Need to Market, refer to

New Business/Marketing Workflow

OR

If BOR & Servicing Immediately,

Proceed to Step #8

NOTE: If close to Policy Renewal

Date(s) and no marketing needed, refer

to appropriate Renewal Workflow per

department.

8. Update lines with Policy Details

AM Update policies in Epic with specific Servicing / Billing info. Change Policies to Contracted CLICK Actions →: Change Policy Prospective/Contracted Status Epic Work Step Page 197 Verify/Update Policy Term if needed using CLICK Actions →: Change Eff/Exp Dates Epic Work Step Page 213 Attach any underwriting information received to existing BORR activity. Close unless still gathering info – then open to AM F/U: 7 days or as needed Epic Work Step Page 122


9. If Policy Received (Not Download)

AM/Tech When copies of policies received, Drag and Drop to policy in Epic and select POLR activity, close activity successfully. Epic Work Step Page 122 Enter application detail.

Folder: Policies / Policies

62 | Page July 2015



Epic Work Step Page 151 If all application detail complete, exit applications & select “Yes – Issue/Not Issue Policy If application detail is not complete, exit application & “Leave In Process”. Click Finish

10. SBU Only: If Policy Downloads

AM If Carrier does download policy as of BOR date or subsequent renewal, manage Status as needed upon receipt of download as well as when New Business Commission period ends.

Lost Account - Receipt of BOR against Agency on Existing Client


1. BOR Received Taking Away Existing Agency Account

AM Drag & Drop to policy to Epic. Select BORL Activity. Open follow up: 0 days Who: AM Epic Work Step Page 122 Right click on BOR attachment in Epic and Send via Email to Producer and attach to existing BORL activity, add notes.


2. Producer to determine if rescinding BOR needed/can be obtained

Producer/AM If attempt to rescind BOR Generate BOR Letter from Account.

Automatically adds BORR Activity.

Open follow up: 0 Days Who: AM


Provide to Producer for transmittal to

Client

Extend BORL f/u to 15 days Who is AM

Formletter: BOR Rescind Letter Request Folder: Policies / BOR

3. If Signed Rescinding BOR received

AM Transmit to carrier & pend for carrier acceptance. Attach and add notes to existing BORR Activity. Open Follow up & Extend F/U 2 days Who: AM Epic Work Step Page 122 Close BORL activity successfully


63 | Page July 2015



4. When BORR f/u comes due, verify company receipt of BOR

AM Contact company & verify that BOR was received for processing. Attach any correspondence and add notes to existing BORR Activity. Extend follow up for 14 days Who: AM Epic Work Step Page 122


5. If BORL f/u comes due and no action taken. Account/policy is Lost.

AM Select each policy and process as follows: CLICK Actions →: Cancel Complete screen with cancellation date & enter reason, “Lost by BOR” under Description. Click Finish. Select CANS Activity. Open Follow up: 14 Days Who: AM Epic Work Step Page 215 Access Servicing/Billing & Policy Detail & Add to beginning of Policy Description to “Lost by BOR eff xx/xx/xx” CLICK Actions →: Issue Cancellation Epic Work Step Page 217 Change to Appropriate Status:

CBR – Cancelled – Lost on BOR Close BORL activity unsuccessful & select reason Add Sticky Note at Policy List level, select color of PINK. Add Description – Lost on BOR Eff xx/xx/xx DO NOT SERVICE

6. Lost Business Follow-Up Complete this step if applicable. If not applicable, go to next step.

Producer/AM If there are no other active policies on account, at account level:

Inactivate account

CLICK Actions →: Inactivate/Reactivate

Client



agency bill balance, open claims or open

activities that prevent the account from

being inactivated immediately, manually

add (F9) LOST activity. Open with 270

Days followup and Who: UserID



64 | Page July 2015



appropriate selection: Lost Commercial

or Lost Entire Account (if applicable).

7. Inactivate/Update Lost Account



appropriate

Inactivate account

CLICK Actions →:



Non-Renewal Workflow This workflow pertains to Notice of Non–Renewal received from the Company due to exposure, loss experience, etc OR if the Producer/Agency decides to terminate the client relationship. If you receive Notice of Conditional Non-Renewal, contact the Underwriter if the requirements for renewal or renewal quote are not outlined in the Notice.

Client Termination Workflow – Agency Generated ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Step# Workflow Step Resp Step Detail Formletter / Attachment 1. Producer Determines to

Terminate Client Relationship at next Expiration

Producer/AM Producer determines that United Agencies no longer will handle account as of natural expiration date. Written Notification to Carrier 90 Days Prior to Expiration. Access client & generate Client Termination Letter and Company(ies). Automatically adds NREA Activity. Open with F/U: 30 Days. Who is AM Epic Work Step Page 125 MUST BE GENERATED and TRANSMITTED TO CLIENT MINIMUM of 90 DAYS PRIOR TO EXPIRATION Drag & Drop Notice to Carrier to existing NREA activity. Pend for receipt of Non-Renewal Notice from Carrier.

Formletter: Client Termination Folder: Policies / Cancellation

65 | Page July 2015


Step# Workflow Step Resp Step Detail Formletter / Attachment Add Sticky to Account @ Epic Policy level: Agency Client Termination Eff xx/xx/xx (List policies or “All Lines”) Sticky Color: Pink HIGH PRIORITY Epic Work Step Page 109

2. If Claims Made policy, Obtain Quote for Claims Made Extended Reporting Period

AM If applicable, request quote from carrier for Extended Reporting Period. Drag & Drop request to Policy & select ERPQ activity. Activity is Open with 10 Days F/U. Who is AM Epic Work Step Page 122 When quote received attach to existing ERPQ in Epic. Present to Client / Producer. Close ERPQ Activity


3. At Expiration Date, Update Status of Policies

AM Access each policy and update status of policy to “NRA (Non-Renewal by Agency)” Epic Work Step Page 202 Remove Sticky Note


Producer/AM If there are no other active policies on account, at account level: Access Documents and generate “Final Cancellation Letter”. Automatically adds CANL activity. Activity is closed.

Inactivate account


Cleint








Access Account Detail and add Agency Defined Category of Lost & make appropriate selection: Lost Commercial or Lost Entire Account (if applicable).

Formletter: Final Cancellation Letter Folder: Policies / Cancellations




appropriate

66 | Page July 2015


Step# Workflow Step Resp Step Detail Formletter / Attachment Inactivate account


Cleint


Non-Renewal Workflow – Company Generated ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Step# Workflow Step Resp Step Detail Formletter / Attachment 1. Notice of Non-Renewal

Received AM Drag & Drop to policy in Epic

Description: Expiration Date / Reason Select NREN Activity. Activity is Open with 0 day F/U. Who is AM Epic Work Step Page 122 NOTE: If Carrier Non-Renewal was per Agency Request, access & close NREA activity successfully. No other actions necessary. OTHERWISE: Contact Underwriter & discuss if any options. Add notes to existing NREN activity.

Folder: Policies / Cancellations or Non-Renewal Notices

2. Notify Producer of Non-Renewal; Producer determines if account will be remarketed

Producer/ AM Email copy of Notice to Producer & provide explanation from any discussion with underwriter. Attach and add notes to existing NREN activity Epic Work Step Page 122 AM/Producer to notify insured of the nonrenewal. Determine if coverage will be remarketed; add notes to existing NREN and refer to Step #4.

3. If Non-Renewed and No Replacement Coverage

AM Access each policy & change to Appropriate Status:

NRC – Non Renewal by Carrier


67 | Page July 2015

Non-Renewal Workflow – Company Generated ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Step# Workflow Step Resp Step Detail Formletter / Attachment Add Sticky to Account @ Epic Policy levels: Lost Non-Renewal Eff xx/xx/xx (List policies or “All Lines”) Sticky Color: Pink HIGH PRIORITY Epic Work Step Page 109 Access Documents, Add “Non-Renewal – No Market” letter & mail to insured, include Loss Runs. Automatically adds NRNM activity. Activity is closed successfully.

Formletter: Non-Renewal No Market Letter Folder: Policies / Cancellations or Non-Renewal Notices

4. If Remarketing AM Refer to Renewal - Epic Marketing Needed for Marketing Process. Once remarketing process has begun, close NREN activity


Producer/AM If there are no other active policies on account, at account level: Access Documents and generate “Final Cancellation” letter. Automatically adds CANL activity. Activity is closed.

Inactivate account


Client












Formletter: Final Letter Folder: Policies / Cancellations




appropriate

Inactivate account

CLICK Actions →:



68 | Page July 2015

Endorsement Workflow

Endorsement Workflow ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Step # Workflow Step Resp Step Details Formletter / Attachment 1. Receive Request for

Change

AM/Tech NOTE: If you can process the change immediately, proceed to Submit Change to Carrier step. Otherwise, manually add (F9) CHGI activity to policy in Epic. Description: Eff Date / Add, Del or Chg & Describe Change. Enter Who & How Requested If any written correspondence regarding requested changes, Drag & Drop to existing CHGI activity and add note. Leave activity open. Priority: URGENT Follow up (0) days Who: AM (AM to change to Tech if they will process change to carrier) Epic Work Step Page 122 NOTES:

If request is to delete or reduce

coverage, must be received in writing or

recorded phone call.

If request for change is from other than

the client/Producer, contact the

client/Producer to verify and/or gather

additional information.

When a policy is in the marketing

stages, the marketing application(s) and

related documentation must be updated

and the carrier(s) quoting must be

notified.

EPIC NOTE: If you receive a request to extend the expiration date, use CLICK Actions →: Change Eff/Exp Dates to change actual Policy Term in Epic then follow normal Endorsement Workflow for notifying Carrier Epic Work Step Page 213

Folder: Policies / Change Request

2. Submit Change to Carrier

AM/Tech Review Existing Policy/Coverage to determine affected policies, etc Epic Work Step Page 202 In Epic, select policy,


69 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment Can Request Online or Via Email – Endorsement WILL Download from Carrier. Request Via Email or Online – Endorsement will NOT Download

CLICK Actions →: Endorse/Revise – Existing Lines (Use if Line of Business already exists on Policy) Epic Work Step Page 203 OR CLICK Actions →: Endorse/Revise – Add Line Midterm (Use if Adding Line of Business after policy already in force) Epic Work Step Page 205 Enter effective date of change & describe change (Select & Copy Description) then click detail & follow options below:

A) *Submit changes on carrier website or

via email, DO NOT MAKE CHANGES to

policy application in Epic. When

closing out of Endorse action above,

select CLICK Actions →: Update Stage

to Submitted.


Select CHGC Activity, Open with 45

days F/U. Who is UserID

NOTE: If sending Email, Subject Line

should include – Named Insured,

Policy Type & Policy # and Change Eff

Date.

If sent via email or if change

confirmation from carrier website,

Drag & Drop to existing CHGC

activity

Close CHGI Activity Successful B) *Access & make changes to application detail. When closing application, CLICK Actions →: Update Stage to Submitted Epic Work Step Page 209 Select CHGC Activity Open with 45 days F/U Who: UserID NOTE: If sending Email, Subject Line should include – Named Insured, Policy Type & Policy # and Change Eff Date.

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Step # Workflow Step Resp Step Details Formletter / Attachment Submitting ACORD Change Request

If sent via email or if change

confirmation from carrier website,Drag

& Drop to existing CHGC activity

Drag & Drop email to existing CHGC activity Close CHGI Activity Successful C) * Access and make changes to application detail in Epic. When exiting the application, select CLICK Actions →: Submit Change Request Epic Work Step Page 206 Transmit change request to carrier using Distribution Manager, Epic email, or Outlook. Select CHGR Activity Open with 45 days F/U – update as needed. Who is UserID Close CHGI Activity Successful NOTES:

If change affects mailing address update

Account Detail Screen.

If requesting a change & no resulting

endorsement is expected, enter into

Activity Notes “Record Only”, then close

CHGC/CHGR activity as successful.

CLICK Actions →: Issue/Not Issue

Endorsement,


Issue Endorsement, Finish.

3. Issue any Proofs

AM/Tech Issue any Proofs necessary as a result of change

Auto ID cards


Binders


Certificates




Automatically adds AUID, BIND, CERT, EVID activities as needed. Each are closed successfully automatically

Folder: Proofs / Auto ID Cards Folder: Proofs / Binders Folder: Proofs / Certificates Folder: Proofs / Evidences

71 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment 4. If CHGC/CHGR Follow Up

Comes Due, Send 2nd and Additional Requests

AM/Tech If endorsement not received Transmit 2nd and subsequent Requests to carrier. Add notes & attach to existing CHGC/CHGR activity. Open F/U: Extend 21 days Who: UserID Epic Work Step Page 122 After 3rd follow-up for endorsement, If CHGC/CHGR follow-up comes due and endorsement still not received, call carrier, add notes & extend F/U 14 days. If 4th follow-up is needed, refer to department manager for further actions needed. Add notes to existing CHGC/CHGR activity. Extend f/u as needed.


5. Download Endorsement Received

AM/Tech Endorsement downloads and ZEND activity is automatically added.

6. Electronic or Paper Endorsement Received

AM/Tech Drag & Drop to policy in Epic, select ENDR activity. Open F/U: 0 Days Who: Tech/UserID Epic Work Step Page 122 If Company Invoice received, attach separately. Select CINV Activity. Open with 0 Day F/U. Who is Accounting Epic Work Step Page 122

Folder: Policies / Endorsements Folder: Policies / Endorsements

7. Endorsement Received NOT Requested by Agency

AM/Tech Drag & Drop to policy in Epic. Select ENDR Activity. Open F/U: 0 Days. Change Who to AM Epic Work Step Page 122 If Tech receives, change ENDR activity to AM for review. AM: Receive ENDR activity f/u. Review & if okay to process, add note & change ENDR activity back to Tech Tech: CLICK Actions →: - Endorse/Revise – Existing Line(s) OR

Folder: Policies / Endorsements

72 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment - Endorse/Revise – Add Line Midterm & update policy with endorsement details. When exiting application detail, select Yes & Issue/Not Issue Endorsement, select Issue Endorsement, Finish Epic Work Step Page 203

8. Endorsement Reviewed AM/Tech Reviewed against requested change for accuracy within 30 days of receipt CLICK Actions →: Issue/Not Issue Endorsement Epic Work Step Page 211 Close any related open CHGC/CHGR Activities successfully Optional: CLICK Actions →: Change Service Summary Description and enter Endorsement Premium then re-enter Service Summary Description. Click Finish Close ENDR Activity successfully. Optional: Enter Endorsement Premium Amount in Actual Cost field.

9. If Discrepancies

AM Follow Endorsement Workflow to request corrections Document any communications regarding discrepancy as notes to resulting CHGC/CHGR activity. Note: If errors will require endorsement reissue by the carrier, do not send out existing endorsement, but if errors will result in additional endorsement by carrier, send out endorsement noting corrections to follow.


10. If Agency Bill, Invoice Premium

AM/Tech Add Transactions to Invoice Premium (add Taxes & Fees, if applicable) at Policy Level Epic Work Step Page 289 CLICK Actions →: Generate Invoice Epic Work Step Page 293

Folder: Billing / Invoices

11. Transmit Endorsement to Insured

AM/Tech If have insured’s copy of endorsement, access Attachments and Add Document “Endorsement to Insured”. ENDD activity automatically added and closed. Epic Work Step Page 125

Formletter: Endorsement Delivery Letter Folder: Policies / Endorsements

73 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment Transmit endorsement, and additional premium invoice if applicable, to Insured. If sending via email, attach to existing ENDD activity

Audit Workflow

AUDIT WORKFLOW ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Step # Workflow Step Resp Step Details Formletter / Attachment 1. Copy of 1st Request from

Carrier for Audit Information (Original sent directly to client)

AM/Tech Request received from carrier for audit Information Drag & Drop to policy in Epic. Select AUDC activity and closed automatically Epic Work Step Page 122

Folder: Policies / Audits

2. Copy of 2nd Request from Carrier for Audit Information (Original sent directly to insured)

AM/Tech Request received from carrier for audit Information Drag & Drop to existing activity AUDC in Epic and add notes Epic Work Step Page 122 Transmit copy to client and request completion; attach to existing AUDC activity. If situation warrants, contact insured & involve Producer. Add notes to AUDC activity.


3. If receive completed Audit information from client

AM Drag & Drop to existing AUDC activity and add notes Epic Work Step Page 122 Forward to Underwriter/Auditor (after attaching in Epic, right click on attachment & send via email) Attach email to existing AUDC activity.


4. Final Audit Received from Carrier

AM Drag & Drop Audit to policy with matching term in Epic, Select AUDR activity. Activity is Open with 0 Day F/U. Who is UserID Epic Work Step Page 122 NOTE: May have to change Policy Listview to access expired policies.


74 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment NOTE: If receive carrier invoice, attach separately. Drag & Drop to policy & select CINV activity. Activity is Open, 0 Days F/U, Who is Agency Accounting Person Audits must be reviewed, invoiced and sent to the client within 48 hours of receipt unless additional time is needed to secure more information, such as auditor worksheets. Consult with Producer for timing. Additional time should be limited to 3 additional business days. CLICK Actions →: Endorse/Revise Existing Line Epic Work Step Page 214

Enter Effective Date of Audit (Use

Effective Date of Policy) & Describe

(Enter Audit Premium Amount &

Describe)

Click Detail

Exit Application, Select YES, Issue/Not

Issue Endorsement.

Finish

OPTIONAL: Workers’ Comp Only: Access current term policy & CLICK Actions →: Endorse/Revise – Existing Line enter Eff Date & Descr: Updating App with Final Audit Details Click Detail Click on Remarks, Locate Final Audit Results Remark & Edit. Add latest year’s info. (ie, 2013/14 FA Payroll $25,000,000 Premium $27,131) Exit Application, click YES & Issue/Not Issue Endorsement. Select Issue & Click Finish.

5. If Review of Audit Reveals Discrepancies

AM If discrepancies found in rates, exposures, class codes, calculations of premium, email Underwriter regarding issues with Audit. NOTE: Depending on severity of audit discrepancies, may need to return audit for correction. Attach and add notes to existing AUDR activity.

75 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment 6. If Agency Bill, Transact

Premium

AM Unless audit is being returned to carrier due to discrepancies, add transaction and invoice audit premium (including Tax and Fees, if applicable) at Policy level NOTE: If return premium, enter “-“ in premium field before entering audit amount. Epic Work Step Page 290 CLICK Actions →: Generate Invoice. Epic Work Step Page 293


7. If have Customer’s Copy of Audit, Transmit to Client

AM Access Attachments and Add Document “Audit Delivery” AUDP activity is automatically added. Activity is Open with 10 days F/U to pend for receipt of payment. Who: UserID NOTE: If Return Premium OR D/B Audit, Close Activity Successfully Epic Work Step Page 125 Transmit letter, audit and invoice (if agency bill) to Client

Formletter: Audit Delivery Letter Folder: Policies / Audits

8. Client Disputes Audit

AM In case of dispute by the client, must be in writing. Drag & Drop to policy in Epic. Select AUDD Activity. Activity is Open with 30 Days F/U and Who is AM Epic Work Step Page 122 Forward to carrier outlining the reason for the dispute. May include supporting documentation (i.e.: sales journal, tax records, etc.) Drag & Drop to existing AUDD activity.


9. Received Revised Audit from Carrier

AM Attach revised audit to policy in Epic. Select AUDR activity. Activity is Open with 0 Day F/U. Who is UserID Epic Work Step Page 122 Close AUDD Activity successfully. If Agency Bill, Revise Audit Transaction As Needed (ie, Reverse, Revise) Starting with step 4 for Final Audit Received, follow steps to process revised audit.


76 | Page July 2015


Step # Workflow Step Resp Step Details Formletter / Attachment 10. If AUDP f/u comes due,

check for audit payment AM When AUDP f/u comes due, access

Transactions and check for payment of audit premium. If payment has been made, add note, close AUDP successfully If payment has not been paid, contact client & ask for status of audit payment. Access AUDP activity, add notes, and extend f/u for 7 days. Who: AM

11. When 2nd AUDP f/u comes due, and payment not received

AM If 2nd AUDP f/u comes due and no payment from client, contact producer and advising audit is being returned for Direct Collection. Attach & add notes to existing AUDP activity.

12. Return Audit to Carrier as Uncollectible (Within 20 Days of Audit Received Date)

AM Access Attachments and generate “Audit Returned Uncollectible Letter”. Automatically adds AUDU activity and is automatically open. Epic Work Step Page 125 Transmit letter & copy of audit to Underwriter (cc: Producer) If Agency Bill, reverse Audit premium transaction. Close AUDP activity unsuccessfully, select reason, Payment Not Recd.

Formletter: Audit Returned Uncollectible Folder: Policies / Audits

13. When AUDU comes due, f/u for confirmation of return audit accepted.

Drag & Drop any written confirmation to existing AUDU activity and/or add notes, close successfully Epic Work Step Page 122 F/u as needed if until confirmation received. Updating AUDU with notes.


Cancellation Workflow

CANCELLATION WORKFLOW ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Agency Bill - Non-Payment Step # Workflow Step Resp Step Details Formletter / Attachment

1. Over 30 Days Past Due, Manager & Service Team

Manager & AM/Tech

Review Aged Receivable Report for Outstanding Balances older than 30 Days

77 | Page July 2015



determine need for cancellation notice

If Decision is made to request Notice of Cancellation, manually add (F9) CANR Activity. Activity is URGENT and left Open with 0 days F/U and Who is AM/Tech. Add notes outlining balances/policies affected. Epic Work Step Page 122

2. When CANR f/u comes due, AM requests Direct Notice of Cancellation from Carriers

AM Send request to carrier/broker to issue Direct Notice of Cancellation for Non Payment of Premium. Drag & Drop to existing CANR activity. Activity is Open F/U Date: Extend 7 days Who: AM Epic Work Step Page 122

Folder: Policies / Cancellations

3. Notice of Cancellation for Non-Payment of Premium Received from Carrier/Broker

AM Drag & Drop to existing CANR Activity F/U: Extend f/u to 5 days prior to Direct Notice of Cancellation Effective Date. Who: AM Epic Work Step Page 122


4. OPTIONAL: Add Sticky Note to Policy List Level on Account

AM OPTIONAL: Add Sticky Note at Epic Policy level: (Cancel Non Pay: $ Amount Due, Due by & Company, Policy #) Color: Green HIGH PRIORITY Add Expiration Date to Sticky: 5 Days Past Canc Date Epic Work Step Page 109

5. When CANR f/u comes due, Check for Payment

AM When CANR Follow up comes due, access Transactions & check for payment. Add notes to existing CANR activity

6. If Client Payment Received, Request Carrier/Broker Issue Reinstatement

AM Once payment received, If Carrier/Broker issued NOC, send request for reinstatement & attach to policy in Epic. Select REIN Activity. Open F/U: 2 days Who: AM Close CANR Activity Successfully

Formletter: Reinstatement Notice Folder: Policies / Reinstatements

7. Reinstatement Received from Carrier/Broker

AM Drag & Drop to existing REIN activity in Epic, add notes and close activity successfully. Epic Work Step Page 122

Folder: Policies / Reinstatements

78 | Page July 2015



8. If no payment received by Cancellation Date, Cancel Policy in Epic & Update Policy Details

AM CLICK Actions →: Cancel Complete screen with cancellation date & enter reason under Description. Click Finish. Select CANS Activity. Open Follow up: 14 Days Who: AM Epic Work Step Page 215 THEN CLICK Actions →: Issue Cancellation Epic Work Step Page 217 Change to Appropriate Status:

CNP – Cancelled – Non Payment Click Finish.

9. If No Payment by Cancellation Date, Generate “Final Cancellation” Notification

AM Access Documents and generate “Final Cancellation” letter. Automatically adds CANL activity. Activity is closed successfully. Epic Work Step Page 125 Transmit to client. Access & close CANR/CANF activity unsuccessful and select “Cancelled – Non Pay”

Formletter: Final Cancellation Folder: Policies / Cancellations

10. Cancellation Confirmation Received

AM See Cancellation Confirmation Received Section for next steps.

11. If Customer/Producer is Requesting Reinstatement After Cancellation Date

AM See Agency Request Reinstatment Section for next steps

CANCELLATION WORKFLOW – DEPT SPECIFIC ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Direct Bill / Financed - Non-Payment / WHERE CLIENT REMINDERS ARE REQUIRED Step # Workflow Step Resp Step Details Formletter / Attachment

1. Intent to Cancel (Payment Reminder / Late Notice) for Non-Payment Received from Insurance Company (No Cancellation Date)

Drag & Drop to policy in Epic. Select DINT activity. Activity is closed. Epic Work Step Page 122 If Intent/Late Pay Notice has cancellation date, see Step #2 for processing

2. Notice of Cancellation for Non-Payment Received from

AM/Tech Drag & Drop to policy in Epic. Epic Work Step Page 122


79 | Page July 2015



Insurance Company on Direct Bill policy or Finance Co. NOTE: Includes Intent to Cancel IF Intent Includes Cancel Date

Select CANP/CANF Activity. Activity is Open (Description Field: Eff Date of Canc, Line of Business, Amount Due). F/U: 0 Days Priority: Urgent Who: AM/Tech as applicable Communicate (phone, email, etc) with client about Notice and payment status. Add notes and/or attach written correspondence to existing CANP/CANF activity and extend F/U to 3 business days prior to Cancellation Date Epic Work Step Page 122

3. When CANP/CANF f/u comes due, check payment status

AM/Tech When CANP/CANF f/u comes due, access carrier/finance company website and check for client payment. If no payment, contact client and advise policy will cancel. Add notes to existing CANP/CANF activity. Change F/U date to Cancellation Date. OR If payment is shown on company/finance company website, add notes and extend f/u on existing CANP/CANF to 7 days past Cancellation Date awaiting Reinstatement.

4. Receive Reinstatement from Insurance Company

Drag & Drop to policy in Epic. Select REIN activity and close successfully. Epic Work Step Page 122 Access the CANP/CANF activity & close successfully and add note “Reinstatement Recd”


5. If CANP/CANF f/u comes due on Cancellation Date, Cancel Policy in Epic

AM Check for payment status again on company / finance company website. If no payment: CLICK Actions →: Cancel Complete screen with cancellation date & enter reason under Description. Click Finish. Select CANS Activity. Open Follow up: 14 Days Who: AM

80 | Page July 2015



Epic Work Step Page 215 THEN CLICK Actions →: Issue Cancellation Epic Work Step Page 217 Change to Appropriate Status:


6. Generate “Final Cancellation” Notification

AM Access Documents and generate “Final Cancellation” letter. Automatically adds CANL activity. Activity is closed successfully. Transmit to client. Access & close CANP/CANF activity unsuccessful and select “Cancelled – Non Pay”


7. If Cancellation Confirmation Received





Direct Bill / Financed - Non-Payment / NO CLIENT CONTACT Step # Workflow Step Resp Step Details Formletter / Attachment

1. Intent to Cancel (Payment Reminder / Late Notice) for Non-Payment Received from Carrier / Finance Company (No Cancellation Date)

Drag & Drop to policy in Epic. Select DINT activity. Activity is closed. Epic Work Step Page 122 If Intent/Late Pay Notice has cancellation date, see Step #2 for processing

2. Notice of Cancellation for Non-Payment Received from Carrier / Finance Company on Direct Bill policy NOTE: Includes Intent to Cancel IF Intent Includes Cancel Date

AM/Tech Drag & Drop to policy in Epic. Select CANP/CANF Activity. Activity is Open (Description Field: Eff Date of Canc, Line of Business, Amount Due). F/U: Cancellation Date Priority: Urgent Who: AM/Tech as applicable


81 | Page July 2015




3. When CANP/CANF f/u comes due, on Cancellation Date, Check Payment Status

AM/Tech When CANP/CANF f/u comes due, access carrier/finance company website and check for client payment.

4. If Payment Received AM/Tech If payment received, add notes and extend f/u on existing CANP/CANF activity to 7 days past Cancellation Date awaiting Reinstatement.

5. If CANF Activity & Receive Request for Reinstatement from Finance Company NOTE: Finance Company does not have authority to reinstatement. They can only request.

AM/Tech Drag & Drop to policy in Epic. Select REIN activity and leave open. Open F/U: 2 days Who: AM/Tech Epic Work Step Page 122 Once Reinstatement from Carrier received, see Receive Reinstatement from Carrier.


6. Receive Reinstatement from Carrier

AM/Tech Drag & Drop to policy in Epic. Select REIN activity and closed. Epic Work Step Page 122 Access CANP/CANF activity & close successfully


7. If No Payment Received, Cancel Policy in Epic

AM Check for payment status again on company / finance company website. If no payment: CLICK Actions →: Cancel Complete screen with cancellation date & enter reason under Description. Click Finish. Select CANS Activity. Open Follow up: 14 Days Who: AM Epic Work Step Page 215 THEN CLICK Actions →: Issue Cancellation Epic Work Step Page 217 Change to Appropriate Status:


82 | Page July 2015



8. If No Payment Received, Generate “Final Cancellation” Notification

AM Access Documents and generate “Final Cancellation” letter. Automatically adds CANL activity. Activity is closed. Epic Work Step Page 125 Transmit to client. Close CANP/CANF Activity unsuccessfully & select “Cancelled – Non Pay”


9. If Cancellation Confirmation Received





Mid-Term Notice of Cancellation for Underwriting Reasons Step # Workflow Step Resp Step Details Formletter / Attachment

1. Mid-Term Notice Of Cancellation Received for Underwriting Reasons

AM Drag & Drop to policy in Epic. Select CANU Activity. Activity is Open (Description Field: Cancellation Date, Reason for Cancellation) Priority: Urgent Follow up: 0 days Who: AM Epic Work Step Page 122 NOTE: If cancellation notice provided via phone, send confirming email back to U/W & Drag & Drop to policy in Epic, selecting CANU activity. Notify Producer of Cancellation.

Folder: Policies / Cancellation

2. If Claims Made policy, Obtain Quote for Claims Made Extended Reporting Period Coverage

AM If applicable, request quote from carrier for Extended Reporting Period. Drag & Drop request to Policy & select ERPQ activity. Activity is Open with 10 Days F/U. Who is AM Epic Work Step Page 122


83 | Page July 2015



When quote received attach to existing ERPQ in Epic. Access Attachments, Generate “Tail Lapse Coverage” letter & transmit to Client (CC: Producer). Automatically adds TAIL activity & close successfully. No action unless Extend Reporting Period requested by Client. Epic Work Step Page 125 Close ERPQ Activity


3. Review Cancellation Reason

Producer / AM

Underwriting reasons reviewed by Service Team and determine if possible to have cancellation rescinded. Attach any correspondence or add any notes to existing CANU activity Request from client all pertinent information/actions needed.


4. Request for Reinstatement

AM If all required information is received from client, AM forwards information to underwriter and requests reinstatement. Drag & Drop to policy in Epic. Select REIN Activity. Open F/U: 7 Days Who: AM Epic Work Step Page 122 Attach any correspondence or add any notes to existing REIN activity Close CANU Activity successfully


5. Receive Reinstatement

AM Drag & Drop to policy in existing REIN Activity and closed successfully Epic Work Step Page 122


6. Account Not Reinstated and Needs To Be Rewritten

AM Refer to Renewal - Epic Marketing Needed for Marketing Process:

7. Account Not Reinstated and Unable To Rewrite

AM If Agency/Producer Decision OR if no Market, generate “Cancellation MidTerm - No Market” letter Epic Work Step Page 125

Formletter: Cancellation MidTerm - No Market Folder: Policies / Cancellations

84 | Page July 2015



Automatically adds NMKT activity and closed. Transmit “Cancellation MidTerm - No Market” Letter. Include Loss Runs if applicable to line of business. If sent via email, attach to existing NMKT activity & add notes.

8. If Unable to Reinstate, Cancel Policy in Epic & Update Policy Details

AM CLICK Actions →: Cancel Complete screen with cancellation date & enter reason under Description. Click Finish. Select CANS Activity. Open Follow up: 14 Days Who: AM Epic Work Step Page 215 THEN CLICK Actions →: Issue Cancellation Epic Work Step Page 217 Change to Appropriate Status:

CCR – Cancelled – Company’s Request Click Finish. Close CANU Activity



CANCELLATION WORKFLOW – AGENCY REQUESTS REINSTATEMENT ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Agency Requests Reinstatement Step # Workflow Step Resp Step Details Formletter / Attachment

1. If Policy Cancellation is already being processed, regardless of reason & Producer/Insured Requests Reinstatement

Producer/ AM

Submit Request Reinstatement to Carrier. Drag & Drop to policy & select REIN activity. Open F/U: 7 Days Who: AM Epic Work Step Page 122


2. If Company Requires No Known Loss Letter Prior to

Producer/ AM

Add Document “No Known Loss Letter” which automatically adds a NLOS activity.

Formletter: No Known Loss Letter

85 | Page July 2015

CANCELLATION WORKFLOW – AGENCY REQUESTS REINSTATEMENT ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Agency Requests Reinstatement Step # Workflow Step Resp Step Details Formletter / Attachment

Processing Reinstatement Request

Open for 2 days with Who is UserID. Epic Work Step Page 125 Transmit to insured for signature


3. When signed No Loss Letter Received, Forward to Company

AM When signed No Loss Letter received, forward to company & attach to existing REIN activity. Close NLOS activity successfully



Cancellation Client Request Step # Workflow Step Resp Step Details Formletter / Attachment

1. Client Request for Cancellation

Producer / AM

Insured calls or sends request in writing for cancellation of coverage(s). Manually Add (F9) CANI Activity. Open. Follow up: 7 days Who: AM If AM contacted directly by client, notify Producer immediately. Attach and add notes to existing CANI Activity CLICK Actions →: Cancel Complete screen with cancellation date & enter reason under Description. If needing to complete Cancel Request/Lost Policy Release, click Detail. Select CANS Activity. Open Follow up: 0 Days Who: AM. Click Finish. If no Cancel Request/Lost Policy Release needed, click Finish. Epic Work Step Page 215 Complete Cancel Request/Lost Policy Release details and exit Epic Work Step Page 215


2. If Claims Made, Obtain Quote for Claims Made Extended Reporting Period Coverage

AM If applicable, request quote from carrier for Extended Reporting Period. Drag & Drop request to Policy & select ERPQ activity. Activity is Open with 10 Days F/U. Who is AM Epic Work Step Page 122


86 | Page July 2015


Cancellation Client Request Step # Workflow Step Resp Step Details Formletter / Attachment

When quote received attach to existing ERPQ in Epic. Access Attachments and generate “Tail Lapse Coverage” letter. Epic Work Step Page 125 Automatically adds TAIL activity. Closed successfully. Transmit to Client (cc: Producer) Close ERPQ Activity

3. Transmit Cancel Request/Lost Policy Release Form for Signature

AM Print Cancel Request/Lost Policy Release & transmit to client for client’s signature Update CANI f/u date as needed. Epic Work Step Page 216 Attach correspondence to client (email, etc) and add notes to existing CANI Activity


4. Receive Signed Cancel Request/Lost Policy Release from Client

AM Drag & Drop to existing CANI activity in Epic. Add notes. Epic Work Step Page 122


5. Submit Signed Cancel Request/Lost Policy Release to Carrier for processing

AM Transmit signed Cancel Request/Lost Policy Release form to carrier via email requesting cancellation Epic Work Step Page 216 Attach to EXISTING CANI activity and add notes.


6. Update Policy Details in Epic

AM Select policy and cancellation service summary row then: CLICK Actions →: Issue Cancellation Epic Work Step Page 217 Change to Appropriate Status:

CIR – Cancelled – Insured’s Request

COB – Cancelled – Out of Business

CAN – Cancelled – General

CPR – Cancelled - Pricing

CON – Term Complete/One Time

Click Finish.



87 | Page July 2015


Cancellation Confirmation Received from Carrier Step # Workflow Step Resp Step Details Formletter / Attachment

1. Cancellation Premium Endorsement / Notification Received Process Within 14 Days of Receipt

Tech Drag & Drop to existing CANS/CANI activity in Epic and add notes. Activity Open F/U: 0 Days. Who: AM Epic Work Step Page 122 E & S Only: If receive company invoice, attach separately to policy in Epic. Select CINV Activity. Open F/U: 0 Days Who: Accounting Rep

Folder: Policies / Cancellations Folder: Policies / Cancellations

2. If Financed

AM/Acctg Verify monies due to the finance company Add note to existing CANS/CANI activity

3. If Agency Bill, Invoice Premium

AM/Tech Add transaction and invoice cancellation premium (including Tax and Fees, if applicable) at line level NOTE: If cancellation premium is a return, enter the “-“ sign in the premium field. Epic Work Step Page 291 CLICK Actions →: Generate invoice. Epic Work Step Page 293


4. If Financed, Enter Finance Transaction for Amount Due to Finance Company

AM/Acctg CLICK Actions →: Finance Transaction Enter amount to be returned to Finance Company. Epic Work Step Page 292

5. Return Premium Due Insured AM/Acctg Refer to Check Request procedure for refunding return premiums/commissions to Client

6. If have Client’s copy of cancellation, transmit to Client with invoice, if applicable

AM/Tech Transmit invoice and client’s copy of cancellation, if applicable, to client. (If transmitted electronically, attach and add notes to existing CANS/CANI Activity) Close the CANS/CANI Successfully



Producer/AM

If there are no other active policies on account, at account level: Access Documents and generate “Final Cancellation” letter. Automatically adds CANL activity. Activity is closed.


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Cancellation Confirmation Received from Carrier Step # Workflow Step Resp Step Details Formletter / Attachment

Send Final Letter Letter to insured

advising there is no longer any

coverage in force through our office.

Inactivate account

CLICK Actions →:




agency bill balance, open claims or

open activities that prevent the

account from being inactivated

immediately, manually add (F9) LOST

activity. Open with 270 Days followup

and Who: UserID








appropriate

Inactivate account

CLICK Actions →:



CANCELLATION WORKFLOW - REINSTATEMENT ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Reinstatement Received from Carrier Step # Workflow Step Resp Step Details Formletter / Attachment

1. Reinstatement Received after Epic Cancel Action Initiated

AM If company reinstatement received after Epic Cancel Action Initiated. Drag & Drop to policy in Epic & select REIN activity. Close activity. Epic Work Step Page 122


2. Once Cancel Service Summary Row is Cancelled

AM CLICK Actions →: Reinstate Epic Work Step Page 218

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CANCELLATION WORKFLOW - REINSTATEMENT ALL WORKFLOW STEPS ARE TO BE FOLLOWED BY ALL DEPARTMENTS UNLESS INDICATED WITHIN THE STEP ITSELF

Reinstatement Received from Carrier Step # Workflow Step Resp Step Details Formletter / Attachment

Change Status to reflect Active Status per Workstep Click Finish

Receipt for Payment Step # Workflow Steps Resp Step Details Formletter / Attachment

1. Client physically brings payment into the office

AM Client physically brings payment into Agency office.

2. Print Receipt for Cash AM At Homebase, click Print, Receipt for Payment. Epic Work Step Page 220 Complete and Print for Client. Automatically adds RCPT activity Click the Closed button & enter the amount of payment in the Actual Cost field.

Check Requests Step # Workflow Steps Resp Step Details Formletter / Attachment

1. Determine Refund Is Due Client / Direct Bill Advance/ Write Off

AM Access Attachments, Add Document, Select Check Request. Epic Work Step Page 125 When add Activity box appears, select the appropriate activity:

RFND – Refund of Balance Due to

Client

DBAV – Direct Bill Advance

WOFF – Write Off Requested

ABCK – Agency Bill Check Request

Activity is Open with 0 Day F/U to Accounting Priority: URGENT Complete all fields on the document, save and exit.

Formletter: Check Request Folder: Accounting / Check Requests

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Check Requests Step # Workflow Steps Resp Step Details Formletter / Attachment

2. Accounting Determines if Approval is Needed and Issues Check

Acctg If approval needed, access RFND/DBAV/WOFF/ABCK activity & add notes & change Who to Dept Mgr Dept Mgr reviews Check Request & adds notes with approval. Access RFND/DBAV/WOFF/ABCK and add notes & change to Accounting Once company funds received or item is part of account current or if copy of client’s check, issue Check Access RFND/DBAV/WOFF/ABCK and add notes & change to AM advising check issued.

Proofs Workflows

Binders of Insurance

Binders – Agency Issued Issue a Binder of Insurance once coverage has been bound with Standard Market carrier & applications for issuance submitted. Use Carrier/Broker issued Confirmation of Coverage/Binders on coverage bound with Surplus Lines Brokers and/or Specialty Coverages.

Step # Workflow Steps Resp Step Details Formletter / Attachment 1. Issue Binders on ALL New and

Renewal business bound through Standard Market carriers

AM Create binders for coverage bound with Standard Market carrier for 30 days period. NOTE: Lines of business (whether on same policy or not) can be evidenced on same Binder if Issuing Company is the same. Epic Work Step Page 224

2. Issue Binder

AM CLICK Actions →: Issue Binder Epic Work Step Page 225 Transmit (via Email or Fax) to Lienholders as needed. Print insured’s copy to .pdf to combine with other binding documents (invoices and other proofs, etc).

Folder: Proofs / Binders

91 | Page July 2015

Binders – Agency Issued Issue a Binder of Insurance once coverage has been bound with Standard Market carrier & applications for issuance submitted. Use Carrier/Broker issued Confirmation of Coverage/Binders on coverage bound with Surplus Lines Brokers and/or Specialty Coverages.

Step # Workflow Steps Resp Step Details Formletter / Attachment Automatically adds BIND activity. Activity is open with 30 Day F/U. Who: AM

3. Once Policy is Received, Close the Binder

Tech Once policy is received, Access Proofs, then Binders & select the appropriate Binder then CLICK Actions →: Close Binder Epic Work Step Page 227

Certificate of Insurance Before a certificate is created, the applications must be updated and the information verified. The carrier, coverage limits, effective/expiration dates, and other information fields are automatically populated based on the applications.

Certificates - Handling Procedure @ Binding Step # Workflow Steps Resp Step Details Formletter / Attachment

1. Determine if Epic or CSR24 will be used to issue/manage Certificates

By Agency If CSR24, refer to CSR24 instructions If Epic, follow instructions below.

2. If Needed, Create Master Certificates (New or Renewal)

AM Add Master Certificate Epic Work Step Page 227 OR Renew Master Certificate Epic Work Step Page 232 Add/Update coverage templates as needed for each coverage If other staff member will be handling actual certificate issuance, AM Manually Add (F9) CERM activity advising Tech that Master Certificate has been prepared & ready for Holders & Issuance. Activity is Open, 0 Day F/U. Who is CL Tech. Epic Work Step Page 115

3. Manage Certificate Attachments

AM Drag & Drop any forms unique to client that can be attached to Certificate when issued to specific holder to existing CERM activity. Add notes as needed outlining use.

Folder: Proofs / Certificates

92 | Page July 2015

Certificates - Handling Procedure @ Binding Step # Workflow Steps Resp Step Details Formletter / Attachment

4. Add Holders

AM/Tech If handing off to other staff to issue, when CERM f/u comes due OR If AM is handling, access Master & enter all certificate holder information Adding / Updating Manually Epic Work Step Page 230 Import From Spreadsheet Epic Work Step Page 241

5. If applicable and required by Certificate Holder, attach Endorsement Forms

AM/Tech If applicable and required by Certificate Holder, attach endorsement forms at holder level Epic Work Step Page 231


6. Generate Certificate Delivery Letter

AM/Tech Access Documents and generate “Certificate Delivery Letter”. Automatically adds CERC activity. Closed Successfully

Template: Certificate Delivery Letter Folder: Proofs / Certificates

7. Issue Certificate & Transmit to Certificate Holder / Client / Certain Companies, if required

AM/Tech Issue certificates. IF Customer’s Copies will be sent with other documentation, use “Issue Without Distributing” delivery option. CERT Activity automatically generated. Closed Transmit to holders, client (with Certificate Delivery Letter), and copy to carrier(s) where required Epic Work Step Page 231 Close CERM activity successfully


Certificates - During Policy Period Step # Workflow Steps Resp Step Details Formletter / Attachment

1. Request for Certificate Received

AM If AM/Tech is issuing certificate immediately, go to step #2. Otherwise, manually add (F9) CERR at account level and outline request details and attach any written documentation received. Priority: URGENT. Open F/U: 0 days Who: UserID (change to staff member responsible for issuance) Epic Work Step Page 115


2. Review Coverages

AM Review requested coverage against current policies NOTE: When issuing a certificate for a new location or property:

93 | Page July 2015


The policy effective dates should not be changed

The effective date of the endorsement should be indicated in the description section of the certificate along with the location/property description

3. Additional Information Requested

AM If additional information is needed, and CERR activity does not already exist, manually add (F9) CERR activity. Activity is Open, URGENT, 0 Days F/U. Request from certificate holder or client. Drag & Drop all original information as well as request to existing CERR activity. Add notes. Request approval from underwriter for any coverage/condition changes needed. Drag & Drop and add notes to existing CERR activity. Activity is Open F/U: Change As Needed Who: User ID

Folder: Proofs / Certificates Folder: Proofs / Certificates

4. Issuing Certs out of CSR24 or Epic

AM/Tech If issuing Certs in CSR24, refer to CSR24 instructions If issuing Certs in Epic, continue with steps below

5. If Transferring To Other Staff For Handling Issuance, when CERR f/u Received, Add Holder / Conditions

AM/Tech Access Proofs, Certificates and selection Appropriate Master. Enter all certificate holder information Epic Work Step Page 230

6. If applicable and required by Certificate Holder, attach Endorsement Forms

AM/Tech If applicable and required by Certificate Holder, attach endorsement forms at holder level Epic Work Step Page 231


7. Issue Certificate &Transmit to Certificate Holder / Client / Company(ies), as needed

AM/Tech Issue certificates to holders, client, and copy to carrier(s) as required. Automatically adds CERT Activity and closed. Close CERR Activity Successfully NOTE: If needing to send Cert to multiple recipients, print to .pdf & then email from Certificate attachment. If sending via email, attach to existing CERT activity


94 | Page July 2015



8. If Certificate Request/Requirements Requires Endorsement to Policy(ies), Transmit to Company

AM/Tech Refer to Endorsement Workflow for any coverage changes necessary Add CHGC/CHGR activity. Open F/U: 45 Days Who: User ID If needed, transmit copy of Cert to Carrier for Endorsement



Evidence of Property Step # Workflow Steps Resp Step Details Formletter / Attachment

1. Request for Evidence Received

AM/Tech If AM/Tech is issuing evidence immediately, go to step #2. Otherwise, manually Add (F9) EVIR activity and add notes and/or attach any written documentation received. Priority: URGENT Open Follow up: 0 Days Who: UserID (change to Tech as needed) Epic Work Step Page 115

Folder: Proofs / Evidences

2. Review Coverage

AM/Tech Review requested coverage against current policies NOTE: When issuing evidence for a new location or property:

The policy effective dates should not be changed

The effective date of the endorsement should be indicated in the description section of the evidence along with the location/property description

3. Additional Information Requested

AM/Tech Additional information requested from certificate holder or client Request approval for any coverage changes requested from underwriter Drag & Drop written correspondence and add Notes to existing EVIR Activity. Open Follow up: As Needed Who: AM


95 | Page July 2015

Evidence of Property Step # Workflow Steps Resp Step Details Formletter / Attachment

4. Coverage Changes

AM/Tech Follow Endorsement Workflow for any coverage changes necessary

5. Determine What Software to Use to Issue – Epic or CSR24

AM If using CSR24, refer to CSR24 instruction for instructions If using Epic, continue with steps below

6. If Master does not already exist, Create Master Evidence

AM Add Evidence: ACORD 27 Epic Work Step Page 246 ACORD 28 Epic Work Step Page 250

7. Add Additional Interest AM/Tech Enter all additional interest information Epic Work Step Page 248

8. Endorsement Forms

AM/Tech Attach any endorsement forms applicable at holder level Epic Work Step Page 249


9. Issue & Transmit to Additional Interest / Client

Tech CLICK Actions →: Issue Evidence Epic Work Step Page 249 Send to additional interest with copy to client as applicable Automatically adds EVID Activity & Closed Close EVIR activity


Auto ID Cards Auto ID Cards

Step # Workflow Steps Resp Step Details Formletter / Attachment 1. Auto ID Cards

AM / Tech Part of the binding process,

If Tech will issue Auto ID Cards, manually add (F9) AIDR activity. Activity is Open with 0 Day F/U and Who is Tech Epic Work Step Page 115 or a result of endorsement adding vehicle or at client request No activity needed. Included as part of Endorsement Workflow process.

2. Issue Auto ID Card and transmit to client

AM / Tech Locate account & select policy: If vehicles are scheduled on ACORD applications, CLICK Actions →: Issue ID Card, select AUID Activity and close. Transmit to client. Epic Work Step Page 256

Folder: Proofs / Auto IDs

96 | Page July 2015

Auto ID Cards

Step # Workflow Steps Resp Step Details Formletter / Attachment If vehicles are on Excel spreadsheet & need specific Auto ID Cards issued, import to ACORD form & then CLICK Actions →: Issue ID Card, select AUID Activity and close. Transmit to client. Epic Work Step Page 256 Close AIDR activity (if issued at time of binding) If Fleet Auto ID Cards are needed, refer to Issuing Fleet Auto ID Cards NOTE: If Effective Date of Coverage is other than Effective of Policy, refer to Changing Eff Date on Auto ID Card

Claims Workflow

WC Comp Claims are reported directly to insurance company by client

CL – Where available, clients are provided choice to report directly to carrier or report through

the agency.

Designated clients are offered Claims Management and Nurse On Call service (Client Paid) for

Workers’ Compensation claims.

Carrier & TPA Claims Contacts can be managed at company level as well as client level (if unique

to that client)

First report claims email / fax# etc should be added/managed at Carrier Contact level

REPORTING ALL CLAIMS

When UNITED AGENCIES staff reporting claim to the carrier via email, please make sure to include the insured’s name, DOL xx-xx-xxxx & New (type of loss) Claim, on the Subject line.


1. Receive Claim Information

All Receives claim information from client, claimant, Producer or carrier. The claim will arrive via telephone, fax, email or mail. Refer to office specific claims routing guidelines and to Account Servicing Roles in Epic to route call/info as directed.

97 | Page July 2015


2. Organize Claims Information

AM / Claims Rep

Obtain / organize all pertinent information/facts including but not limited to:

Date of Loss,

Description of Loss,

Injured Parties,

Law Suit Paperwork (Summons, Complaint, etc)

Damaged Property, etc.

Damage Estimate, if available

Police Reports, if applicable

Public Adjustor or other vendors engaged Obtain as much information as possible with the initial contact in order to expedite the reporting of the claim to the carrier.

3. If Policy &/or Policy Period does not Exist in Epic

Claims Rep

Contact AM on account to verify coverage – add notes in CLNP (F9) activity, outlining information missing. Open URGENT F/U: 0 Days Who: AM Epic Work Step Page 115

4. When CLNP F/U Comes Due, Research & add Policy

AM Research per Claims Rep notes & if coverage exists, add policy/line, policy period in Epic. Status is CLM (Claims Purposes Only). Add notes to CLNP activity & change Who back to Claims Rep. Epic Work Step Page 192

5. Add Claim Detail in Epic

AM / Claims

Rep

Add claim detail. Automatically adds CLMS Activity. Open F/U: 2 Days Who: UserID Epic Work Step Page 275

6. Direct Reported Claims – Claims Acknowledgement Received

If Claims Acknowledgement received from Carrier, Drag & Drop to existing CLMS for that claim. Open F/U: 30 Days Who: AM/Tech Claims info is reviewed, add claim detail per Step 5 above.

7. If Agency is Reporting the Claim to Carrier,

Complete Loss Notice As Needed: Auto Epic Work Step Page 276

98 | Page July 2015


Complete Loss Notice

Liability Epic Work Step Page 278 Property Epic Work Step Page 280 with appropriate information

8. Attach Any Supporting Documents Received

Attach all claims supporting documents received. Attach to existing CLMS activity

Folder: Claims / appropriate Sub-folder 1

9. If Submitting ACORD Loss Notice to Carrier – Issue Loss Notice

Issue the Loss Notice:

If no additional attachments need to

accompany 1st Notice of Loss, complete

Distribution Manager details for transmittal to

Carrier Claims Dept & click Finish.


OR

If additional attachments need to be submitted

with 1st Notice of Loss, in the “via” field, select

print and select .pdf printer & click Finish. Cancel

out of “Save As” box that generates.


Access Loss Notice in Attachments and select any other Supporting Docs & right click & send via email to Carrier Claims Dept. Attach to existing CLMS activity

10. Generate New Intro Claim Letter

Access Documents and Generate approriate“Claim Intro Letter,” with or without SR1. Automatically adds CLAK activity. Activity is closed successfully. Epic Work Step Page 125 Transmit to Client (If sending via email, attach to existing CLMS activity)

Formletter: Claim Intro Letter (with or without SR1)

11. Claims Followup (when CLMS activity F/U Comes Due

AM/Tech

When CLMS F/U comes due, check claim status:

If everything ok in 30 days then close activity

successfully.

99 | Page July 2015


If further follow up is required re-suspense for

another 30 days.

12. Excess Carrier Claim Reporting

If Loss warrants, notify excess carrier by accessing Claim Detail and adding lines to primary claim. Complete additional loss notice(s) & submit claim to all carriers.

13. Large Property Claims – Priority Handling

If claim is large property claim, regardless of reporting method:

AM/Producer or AM/Claims Rep

determines definition of large loss from

reserve alerts from carriers or experience

If newly reported loss is deemed large loss,

follow up twenty- four hours for adjuster

assignment

Access Claims Detail, click on

Reporting/History tab & add CLRG Claim

Code. Open F/U: Next

Action Date Who: UserID

Access the CLMS activity tied to the claim

and update the Description field to include

the words “Large Loss”

The CLMS activity will be managed for

follow up per the discretion of

AM/Producer or AM/Claims Rep in

fourteen to forty five day periods(unless

otherwise determined e.g. GL claim in suit

Coverage review to determine deductibles,

limits and underlying limits

AM/Producer or AM/Claims Rep will

develop service plan with client and

insurance carrier based upon need to

include onsite visit(s); organization of

meetings with adjuster(s); installment of

independent adjuster; recommendation of

vendor(s)

Periodic claim advocacy meetings with all

parties will continue until claim is resolved

or until parties agree upon conclusion of

meetings

100 | Page July 2015


14. Claims Acknowledgement / Carrier Adjustor / Payment Information Received

When claims adjustor & claims # information, claims payment info, etc received from company, access claims detail & update with this information. Add note to existing CLMS activity, if necessary. Open F/U: Change to next status f/u date based on type of loss Who: UserID (change as needed) Epic Work Step Page 285 Drag & Drop any attachments to existing CLMS activity.

Folder: Claims / Loss Notices

15. Reservation of Rights / Non-Waivers Notice Received or If Claim Coverage is Denied by Company

If claim doesn’t already exist in Epic, add Claim Detail Automatically Adds CLMS Activity. Open F/U: As Needed Who: UserID Epic Work Step Page 275 Access Claims Detail, Reporting/History Tab and Add Coverage Code of CROR Then:

Distribute Claim Co Documentation to Service

Team

Review coverage & discuss with Service Team

Respond to Coverage Decision Letter, if needed

Determine if Other Carriers Need to be Placed

On Notice

Attach and add notes to existing CLMS Activity

Folder: Claims/ Loss Notices

16. Claim Status Follow Up

When CLMS follow-up comes due follow-up as needed with Carrier’s claim department and client. Attach and add a note to existing CLMS Activity. Open F/U: Change date as needed for next followup Who: UserID Update the Claims Detail with any additional info received. Epic Work Step Page 285

Folder: Claims/ Loss Notices



17. Document Claims Related Communication

Any phone calls, inquiries by any party, or any updates from carrier should be documented in notes in existing CLMS activity. Attach and add notes to existing CLMS Activity. Open F/U: Adjust as needed for next followup Who: UserID If received in writing, email or regular mail, attach to existing CLMS activity. Epic Work Step Page 285

Folder: Claims / Select appropriate Sub-folder 2

18. Subrogation Handling

If claim does not already exist in Epic, add Claims Detail for SUBR claim code Automatically Add CLMS Activity. Open F/U: 30 Days Who: UserID OR If Claim already exists, access Claims Detail and add SUBR claim code under Summary-Reporting/History tab Next Steps:

Mark the “Subrogation” box in Claims Detail.

Click on Payments/Expenses Section, Click Add

button & enter Amount of $0.00 & Select

Payment Type, then enter the Subrogation

Amount Requested in “Sent” Field.

As subrogation payments received, note in

Payments/Expenses area of Claim Detail

19. Claim Closed Once claim is closed, update claim in Epic, marking closed and adding the closing date. A claim note must be added detailing the outcome of the claim. Attach and add notes to existing CLMS Activity/ Closed

Folder: Claims / Loss Notices



Close any other open activities related to this claim Epic Work Step Page 285

20. Lawsuit Papers Received

If claim does not already exist in Epic, add Claims Detail Add/Update CLMS Activity Change Priority to URGENT Open (Re-Open if exists & closed) F/U: Refer to F/U Calculation Notes below Who: UserID

Mark the suit pending box found on the claims

summary tab

Add litigation information to the litigation tab.

NOTE: If the claim ALREADY exists, update as

above. If the claim exists but is closed, CLICK

Actions →: Close/Reopen Claim & reopen the

claim.

Special Notes: Check defendants named in litigation to see if any other of Agency’s clients have been named. If there are others, see if we have been notified by that client. If no notification has been received, call client to see if they have received summons. Attach and add notes to existing CLMS Activity If submitting new claim with suit papers, ACORD Loss Notice must accompany suit papers. Otherwise, all suit papers received must be sent via email, fax OR overnight mail to the carrier(s)/handling adustor and receipt of the same must be confirmed. TO AVOID LITIGATION AGAINST THE AGENCY, THERE ARE NO EXCEPTIONS TO THIS POLICY. Follow-up Date Calculation: Calculate the date that appearance is due depending on manner that Insured received the suit papers. Refer to front page of summons.

Folder: Claims / Lawsuits



Example: State of Indiana is 20 Days starting the day after receipt (if received in person) and 23 Days if received by mail. Include weekends in count. Access CLMS activity for the loss. Reopen if the activity is closed. Revise CLMS activity description to include “SUIT” and change the follow -up date to 3-4 business days before appearance is due.

21. Lawsuit Follow-up and Management

When CLMS f/u comes due regarding Lawsuit, follow-up with company adjuster to confirm what defense counsel has been assigned and the reserve amount:

Obtain Defense Counsel Contact Info

Next action date (depositions scheduled, court

date, etc)

Subsequent follow -up should be set at three month intervals or at company guidance. Attach and add notes to existing CLMS activity Open F/U: 14 Days after Action Date Who: UserID

Folder: Claims / Lawsuits


Step by Steps

Back to Top

Login into Epic

1. Double click on the Epic icon on your desktop 2. Usercode automatically prefills based on your network login

3. Click Options – select the appropriate Database (training versus production)


4. Click Login

Exiting Epic

1. Right click on the Epic icon on your task bar (along the bottom of your screen)

2. Left click on Close Group– this will close all open Epic screens

Customize Your View of Columns on Any Screen

1. Change the order by clicking on the top of the column to sort up & down

2. Change the column order by dragging the top of the column field to where you want it

3. Select Columns Link (right side) to select the columns to display and the order you

want them displayed – click OK

4. To Save what you have selected, close client account by clicking on File then Exit in the top left corner of the screen


Home Base Functionalities Activities Section (defaults to show All Open Activities) 1. Click on All Open Activities to display other options available

a. Urgent Open Activities (Activities marked Urgent Priority) b. Open Unscheduled Activities Only (Activities without a End Date) c. Calendar

2. If you have the security to view other employees activities then click on the Customize View Link

(right side) to select the employee(s) & how you want the activities displayed

3. You can also click on the Activities to Display tab and change what you see in your Homebase

display. These changes only are in effect for the current login.


Activity at a Glance

This area shows additional details of the selected activity

Tasks

This area shows any Tasks with you as the Owner and shows actual Task Description, Status, Start Date and Due Date. NOTE: Activity Followup/Start Date still needs to be same as or prior to Task Start Date for the Tasks to show.

Agent Answer Section

1. Reports (with preset parameters) can be developed by managers & stored here - Click on a report title to run the report with the preset parameters/criteria


New/Waiting Section 1. All unrouted attachments that need to be viewed, attached, reassigned to other users are

stored here. Click on the link to manage the attachments.

Notifications 1. Displays different types of notifications based on the choices you make under Configure/User

Options/Homebase

Information Feeds Section – Reserved for Future Use

Navigation Panel is located in the left side of Homebase

1. Accounts – to locate a client or other entity 2. General Ledger – Accounting Functions 3. Reports/Marketing– For Management & Accounting Reports 4. Procedures – Printing ungenerated invoices (installments, etc), processing activities further

actions, etc 5. Configure – Customize & Configure Epic Options 6. Utilities – For Epic Administrator Use 7. Email – Access to your Outlook

a. Send Email with Epic integration b. Read/review email c. Use contacts from Epic or Outlook d. Attach the email to an account


e. Attach to an activity Menu Bar is located across the top.

This bar is consistent through Epic, however; the drop down options will change depending on where you are in Epic.

1. Help Key a. Applied Systems Epic Help

i. Contents Button ii. Index button – type in key word to search for

iii. Search button – type in the word(s) to search for iv. Back button v. Print button

b. Online Chat / Log a Call – type in problem area, description of problem – click log a call or online chat (during operation hours)

c. About Applied

Option Bar is located just below the Menu Bar.

This bar is consistent through Epic, however; the drop down options will change depending on where you are in Epic. 1. Home Key will always take you back to Epic’s home base & drop down will be the same as the

navigation panel listed above 2. Locate Key – Click on drop down to display other accounts that are currently open or click on to

open Locate Criteria Screen 3. Action Key – drop down to select change password or close activity 4. On Demand Key – quick access to reports based on area of Epic you are in 5. Access Key – Drop down for Drilldown or Unrouted Attachments 6. Links Key – Set up for 3rd Party Links (Websites) 7. New Key – Short cut to certain workflows – options available depend on where you are in Epic 8. Print Key – drop down to select for printing activity list; barcodes; blank forms; calendar; receipt

for payment. Options will change depending on where you are in Epic.

Sticky Notes There are various places you can add a Sticky Note in Epic.

Sticky Note can be added to your Home Base Page. These would be notes that do not apply to a specific account. Examples - reminders to check Open Activities, Expiration List. These will only be on your Home base.

In an Account, Sticky Note can be added to any section of the account, i.e. Account Detail, Contacts, Policies, etc.


To Add a Sticky On Homebase

1. On Homebase, click New on the Options bar select Sticky Note 2. Add the note

3. On the actual Sticky Note click the +to add an additional note or X to delete a note

4. When the note is open click to minimize it & to maximize it 5. Left click on the Sticky Note to drag it anywhere on the page 6. Right click on the sticky to change the color, the priority and access the details which gives you

the option to Set an Expires date.

To Add a Sticky on an Account / Policy List

1. Locate Client then click on the section in the Navigation Panel that you want to place the Sticky

Note, i.e. Proofs

2. Click New on the Options bar select Sticky Note 3. Add the note i.e. – Waiver of Subrogation applies only to Work Comp, Attach the CG2010 Endt

for all Certs issued to Hardin Construction

4. On the actual Sticky Note click the +to add an additional note or X to delete a note

5. When the note is open click to minimize it & to maximize it 6. Left click on the Sticky Note to drag it anywhere on the page 7. Right click on the sticky to change the color, the priority and access the details which gives you

the option to Set an Expires date.


8. These will only be displayed in the Proofs section 9. To add a Sticky Note in another Section of the Account then click the Section in the Navigation

Panel & precede from step 2.

User Options

Customize Quicklinks Quicklinks allows you view various pieces of information about the account you have located without actually accessing those specific areas. In order to determine what you will see in quicklinks and in what order, you will need to configure this area under User Options in configure.

1. To access & customize Quicklinks – click Home on the Options bar

2. Click Configure on the Navigation Panel 3. On the Configure menu, click User Options then Customize Quicklinks


4. Nodes to Display – mark the boxes of the items you want to display in Quicklinks once an

account has been located: 5. You can change the order they are listed by selecting a node, then move it up or down in the list

by using the black arrows to the left. 6. Servicing Roles to Display – uncheck any of the roles you do not need to see when you click on

Account Servicing Contacts under Quicklinks. 7. Click Finish to save your changes.

Setting User Defaults There are various defaults you can set in Epic functionality that can save you keystrokes & mouse clicks. These defaults are user specific and each user can define how they want their settings defaulted.

8. To access & set up your own defaults – click Home on the Options bar

9. Click Configure on the Navigation Panel 10. On the Configure menu, click User Options then Field Defaults

11. Confirm your name is selected under Employee to edit , If not, use the spyglass to locate your

name in the popup & click Finish 12. Highlight Detail item to change & click Edit icon


13. After you have made your choices, click Finish to accept changes 14. Log out & back into Epic for changes to take effect 15. Examples of some defaults available:

a. Attachment/Activity Add Workflow– in Attachment tab you can add attachment / document / detail sections

b. Client Add Workflow

i. Type/Billing tab – select Format – Individual or Business ii. Invoice Page Break – Select Policy

iii. Invoice Layout – Select “Agency Invoice”


iv. Structure tab– select Agency & Branch that you want as your default v. Servicing tab – select Agent &AM you want as your default

c. Contact Add Workflow – allows you select defaults to use when adding contacts

d. Policy Add Workflow - Make any selections in this area that you want although most of

these choices will default once you have your prospect/client set up.


Note: Line Detail Tab - Do not use the Pr/Br Commission settings on this tab at this time as it will not help you complete your detail screens.

Activities & Tasks – Adding & Management

System Events

1. Activities are automatically created as a result of certain events occurring in Epic – Actions such as attaching, sending e-mail, form letters, etc.

2. Most fields will be set to automatically complete by default 3. Update fields as needed per the workflow prior to moving on to perform other work 4. No ‘Cancel’ option is presented

Manually Creating Activities

1. Activities can be created manually (i.e. for documenting phone calls, etc) using one of the 3 available options a. Option 1 - Click on New in the Options Bar, then Activity


b. Option 2 - Press your F9 key to create a new activity

c. Option 3 –Click Activities in the Navigation Panel which will display

Activities – Open then click the Add icon 2. Add Activity Screen will appear

a. Add To - select from the drop down menu where the Activity is to be added:Account, Claim, Line, Policy or Transaction

b. Example, if adding the activity to a policy, highlight the policy

c. Click Continue d. Code– using the drop down button select appropriate activity code

NOTE: Only codes NOT assigned to an event will be available. Refer to the workflow for appropriate use of codes.

e. Complete Description f. Who/Owner defaults based on how the activity is setup


g. Optional: You have the ability to Update your Outlook Calendar or Tasks Caution: If the calendar item is subsequently updated in Outlook, Epic will not be updated

h. Follow up/Start date defaults # of days set in the activity default, change the date as

needed by either using the calendar from the drop down menu or by typing the date i. Add additional Notes as needed by entering information in the notes field. Change Access

Level if needed. NOTE for Producers: You can change the access level of notes to “Agent’s Confidential” if necessary, otherwise leave as Public.

j. If no follow up is need then use Status Closed Successful otherwise leave Open for follow

up

i. Click Finish

Management of Activities

1. To Edit and/or add to an existing Activity, select & double click on the appropriate activity

2. In the Open Activity section you can amend the Description, the Priority and reassign the

Activity to someone else

3. The Follow up/Start field can be amended in the Detail section of the Activity


4. The End field can be completed BUT if you do enter an End date, the time of day is required for

both Follow-up/Start and End fields. 5. The Reminder field requires both date & time of day and adds a reminder in the notification

area of Homebase. 6. The Who to Contact defaults to the account’s primary contact and can be amended by clicking

on the spyglass which opens up Contact list for the account, double click on your choice, which will update the field and bring you back to the Open Activity screen

7. Notes can be added to the Activity by clicking on the Add icon in the Notes section

TIP: To utilize spell check, you can either use the F7 key, or right click in the Add a Note field

8. Click Finish 9. Notes will be displayed

Activity Detail Overview


1. Highlight an Activity for an overview of the Activity – i.e. Date Entered and Updated, whether or not there are Attachments or Tasks, Open or Closed and the last note entered to the Activity

Closing an Activity 1. Highlight or double click (to open) on the appropriate Activity

2. Click on the Actions button on the Options bar and select Close TIP: You can also Right click on the Activity and select Close

3. Close Activity screen will open a. Choose Successful or Unsuccessful from the Closed drop down menu b. If Unsuccessful is selected, select a Reason from the drop down menu

4. Enter any Notes that may be needed 5. Click Finish

Tasks

1. Activities can have specific Tasks automatically assigned based on the Activity Code defaults selected to assist you with workflow – i.e. Obtaining Current Loss Runs, Signed Applications, etc. OR

2. Tasks can be added to Activities manually by clicking on the Tasks tab


3. Click the Add icon 4. Add Task screen will appear

a. Complete the Task field with the specific task to be performed b. Using the drop down menu select the Owner Type, i.e. Specific Person c. Using the drop down menu select the Specific person that is assigned to the task t d. Complete the Due date field e. Click Finish

5. If a Task has been assigned to you, the Activity will appear in your Home Base screen 6. Open the Activity to view the list of Tasks assigned to you 7. When the required Task has been completed, double click on the task to update the Status with

the appropriate choice from the drop down menu

8. Add any Notes that are needed. These notes also become activity notes.

9. Click Finish 10. The original Activity Owner is responsible for the activity and for closing it out once all of the

Tasks are completed

Attachments

United Agencies Insurance Attachment Folder Organization

Attachment Folder – Main Level Sub-Folders – Level 1 (No Subfolders in Level 2)

Claims No Subfolders


Finance Agreements No Subfolders

Loss Runs No Subfolders

Marketing

Policies

Proofs

Servicing

Summaries of Insurance No Subfolders

Underwriting Info

xAccounting (Accounting and Agency Admin Use Only Except Company Invoices)

xCarrier Information (Accounting and Agency Admin Use Only)

xHuman Resources (Accounting and Agency Admin Use Only)


Drag & Drop – File, Email or From Unrouted Attachments

1. Locate client in Epic

2. Locate file in network / local drive OR Highlight email in Outlook & left click on file/email to select (hold down control key for attaching

more than one (1) file or email) OR Click on Unrouted Attachments and select image

3. Drag and drop to any list view related to your client 4. Release mouse and the Attach To Screen will appear

a. Attach Existing Files automatically defaults to Delete original after attaching, uncheck if you need to save original on your network/drive or in Outlook

b. Attach To defaults to area of the client you were in when you started the attached email

process, change as needed by using the drop down menu (NOTE: Refer to Workflow for where attachments should “Attach To” – either Account, Policy or Existing Activity)

5. If attaching to existing activity, click the search button & select the appropriate activity based on the workflow.

6. Change Description if needed then copy in order to add to Note section in Activity

a. Select Folder&Sub-folder 1 as outlined in the workflow

b. Received date – defaults to current date or change to actual received date c. Security – defaults to Public. Change Access Level if needed.

NOTE for Producers: You can change the access level of attachment to “Agent’s Confidential” if necessary, otherwise leave as Public.


d. Click Finish 7. If attaching to Account or Policy, the Add an Activity Screen will appear

a. Code – using drop down button select appropriate code as outlined in the workflow

b. Complete Description c. Who/Owner defaults d. Follow up/Start date defaults to current date, if attaching needs a follow up then change

the date as needed e. Notes – paste description from step above f. If no follow up is need then use Status Closed Successful otherwise leave Open

g. If closing activity, if policy paper is being processed, enter the premium in the Actual Cost

Field.

f. Click Finish Routing Attachments from Unrouted Attachment

1. Allows you to move the items placed in the Unrouted box 2. New/Waiting area on Home Base (typically items that have been scanned to you)

3. Click Unrouted attachments to open 4. Preview on screen if possible, otherwise double click on the item in the Inbox area to open in

Read Only mode 5. To Attach to a Client/Policy/Activity – Click on Actions, select method

6. Option A:

a. Attach Image– moves the item to the selected account/policy/activity b. Edit Details – Edit attachment description and add comments c. Recycle – removes from your inbox to the ‘Unrouted Attachments’ administrator


d. Reassign – you can use radio buttons at top of screen for options to give the item to

another user e. Save As – Will retain the original in unrouted attachments and will allow you to save a

copy to another location

OR Option B: a. Click Locate and locate the client

b. Open the area of the client where you want attachment to attach & locate item (account,

policy, claim or activity)

c. Drag the attachment from the Unrouted Attachments screen to the selected area in the

client.

7. Attach To screen will appear, complete as needed (NOTE: If dragging & dropping, as outlined in Option B above, to selected area of account, most fields will auto-populate for you.) Otherwise:

a. Select the Type of account

b. Click hourglass to look up ‘who’ & select

c. Complete the Attach to fields


d. Choose appropriate Folder & Subfolder e. Complete Description then copy in order to add to Note section in Activity

7. If attaching to Account or Policy, complete Add An Activity screen(remember to paste description in Note section)

NOTE: To attach an expired policy, click the box for “Include History” which displays all active and expired policies

TIP: You can change the order of the columns and sort on the various columns by clicking on the header.

Attachments Options – Account Level


2. Click on New in the Options Bar select Attachment then select a. Acquire & Attach Image (reserved for future use) b. Document (formletter template) c. Email (opens Outlook integration) d. Existing File (any file on your network)

Acquire & Attach Image Reserved for future use

Add a Document (Adding a Formletter) Note: In the Locate Criteria, as long as the account is highlighted, you can create a document specific to that account

1. Click New on the Options bar, select Attachment, select Document


2. Add Document screen will appear a. Template Folder – NOT APPLICABLE at this time b. Template – Select appropriate template from drop-down list according to workflow c. Make the appropriate selections from This Account and Related Accounts tabs

d. Click Continue

3. Attach To screen will appear a. Change Description, if necessary, then copy in order to add to Note section in Activity b. Select appropriate Folder and Sub-folders(verify correct policy year attachment folder

based on policy effective year) c. Security – defaults to Public. Change Access Level if needed.


d. Add any Comments e. Click Finish

4. Add Activity box will appear & appropriate activity code will default. Update any info as needed. Click Finish

5. Document template will merge. Amend document, as needed 6. Print, if necessary 7. When exiting a formletter, ONLY exit by using Add Ins / Applied / Save & Exit

Attach an Email Only one email can be attached at a time with this particular function


2. Click on New in the Options Bar select Attachment then select Email 3. Select Email(s) to Attach screen will appear 4. Three ways to search for an email

a. Folders located on the left panel


b. Search where by using the drop down menus

c. Labels 5. Highlight the email, if files are attached to the email then the Save attached files box is checked

by default. If files are not be attached in Epic then uncheck the box

6. Click Continue 7. Attach To Screen will appear

a. Under Attach Email section i. If this is not the email you intended to select then click on Browse to select a different

email ii. Defaults to Delete original after attaching, uncheck if you need to save original in

Outlook b. Attach To defaults to area of the client you were in when you started the attached email

process, change by using the drop down menu

c. Change Description if needed , then copy in order to add to Note section in Activity

d. Select Folder &Sub-folder 1 e. Received date – defaults to current date or change to actual received date f. Security – defaults to Public. Change Access Level if needed.


g. Click Finish 8. Add an Activity Screen will appear

a. Code – using drop down button select appropriate code b. Complete Description c. Who/Owner defaults


d. Follow up/Start date defaults to current date, if attaching needs a follow up then change the date as needed

e. Notes – paste description from step above f. If no follow up is need then use Status Closed Successful otherwise leave Open for follow

up

g. Click Finish

Attach an Existing File Use this option to attach any type of file currently stored outside of Epic to your account in Epic


2. Click on New in the Options Bar select Attachment then select Existing File 3. Locate file in network / local drive & left click on file to select (hold down control key for

attaching more than one (1) file)

4. Click Open 5. Attach To Screen will appear

e. Under Attach Existing Files section i. If this is not the file(s) you intended to select then click on Browse to select a different

file(s) ii. Defaults to Delete original after attaching, uncheck if you need to save original in

network/drive f. Attach To defaults to area of the client you were in when you started the attached file

process, change by using the drop down menu (Workflow will prescribe where items

should be attached) g. Change Description if needed then copy in order to add to Note section in Activity

h. Select Folder &Sub-folder 1 f. Received date – defaults to current date or change to actual received date g. Security – defaults to Public. Change Access Level if needed.

NOTE for Producers: You can change the access level of attachment to “Agent’s


Confidential” if necessary, otherwise leave as Public.

g. Click Finish 6. If attaching to Account or Policy, the Add an Activity Screen will appear

e. Code – using drop down button select appropriate code f. Complete Description g. Who/Owner defaults h. Follow up/Start date defaults to current date, if attaching needs a follow up then change

the date as needed i. Notes – paste description from step above j. If no follow up is need then use Status Closed Successful otherwise leave Open for follow

up

k. Click Finish

Viewing & Opening Existing Attachments 1. To open an existing attachment

a. Locate client in Epic

b. Click on Attachments on the Navigation Panel

c. Find the attachment under or click to expand search past six months

d. Double click on attachment to open 2. To edit attachment (NOTE: You cannot edit an Epic Generated Attachment).

a. Make necessary changes, save & exit file

b. Attachment Updated Screen will appear

c. Click Yes to save the changes d. Save Attachment Screen will appear

e. Enter updated Description as needed – select & copy.


f. To replace the current attachment in the list (the original will be sent to Attachments – Inactive), click REPLACE

g. To add a new attachment to the client’s attachment list (you will see both the original AND the new copy), click NEW.

3. The associated Activity Detail Screen will appear

a. Click the Add icon to add Notes paste description from step above

b. Click Finish 3. Results if “REPLACE”:

4. Results if “NEW”:

Edit Attachment Detail

1. Right click on attachment description

2. Left click on Edit Attachment Detail

3. Correct description as needed

4. Click Finish


Moving Attachments This action allows you to move attachments either from one account to another (ie, dragged & dropped an item to wrong account) or move attachments within the SAME client but to different activity.

To Move Attachments from one Account to Another

1. Locate account with attachment

2. Click on Attachments

3. Select the attachment you want to move to a different account

4. Click Actions, Move Attachment

5. Move Attachments box appears

6. In Destination Area, click the “To Another Account” radio button

7. In the Select Attachments area, the item you had selected from the account’s attachments

shows here and is marked for move


8. In Move To section, click the dropdowns to select the type of account and then click the

drop down to locate & select the account where you want to move the attachment.

9. In the Attach To section, click the dropdown and select what area of the destination account

you want to associate the attachment with

10. In the example, Activity was selected, and clicked the spyglass to locate & select the activity

to associate the attachment with

11. If you want to manage the System Generated Activity that was associated with the original

account mark the “Keep a copy” box and select the status characteristic you want that

activity to take on

12. If you select Existing, no other sections are available for editing

13. If you click Closed, the Close Details & Note areas activate – make the necessary selection

and entries

14. Click Finish

To Move Attachments within the SAME account but to another association

1. Follow the same instructions as Move Attachments to Another Account except instead of

locating another account in the “Move To” section, you would select the same account again


and then follow the remaining steps as far as where to attach etc.

2. Please note, although the attachment moved as you directed, the associated activity still retains

it’s original characteristics.

Managing Communications with Your Account

Using Email from Epic You can send emails through Epic using Outlook, attach it to the account and document the account, all in one step.

From the Home base in Epic 1. Click Email from the navigation bar 2. Click File 3. Click New – to open a new email window NOTE: the Subject line is framed in red – this indicates that it is a required field. The subject line

will be your activity description when completing the activity screen. 4. Complete the email and send

ICONS: a. Red paperclip – allows you to attach documents from within Epic b. Black paperclip – allows you to attach documents from network or hard drive c. Rolodex card – allows access to contacts located in Epic d. Address book – allows access to contact in your Address book

5. Complete the Activity screen & click Finish

From the Client Account in Epic 1. Locate client

2. Click Attachments on the Navigation Panel 3. Highlight the attachment (to select multiple attachments hold down the CTRL button while

clicking with mouse)

4. Right click to access Send Via Email NOTE: the Subject line is framed in red – this indicates that it is a required field. The subject line

will be your activity description when completing the activity screen. 5. Complete the email and send

ICONS: a. Red paperclip – allows you to attach documents from within Epic b. Black paperclip – allows you to attach documents from network or hard drive


c. Rolodex card – allows access to contacts located in Epic d. Address book – allows access to contact in your Address book

6. Complete email subject & body as needed & click Send 7. Attach To box appears, defaults to Account, CHANGE TO Activity & click the search button to

locate appropriate existing activity per workflow steps. 8. Complete the Description Field and copy description. 9. Select Folder(s) per workflow steps 10. Click Finish

Using Formletters Refer to Add a Document (Adding a Formletter)

Using Distribution Manager Distribution Manager is a method of generating and distributing most of the data that would need to be output. This would include all print jobs, reports, forms and faxes and can be used for your Marketing Submissions, Applications, Proofs (Certificates of Insurance, Auto ID Cards, etc), Submitting Change Requests, etc.

Step One - Setting up the Account and Contacts You are able to select how you want items sent to specific contacts. This will default on all future distributions, but can always be changed if needed.

1. Click on Contacts on the Navigation panel 2. Select the contact that you need to modify from the Contacts – All list

3. Click on the Edit icon , which will open the Contact Info section 4. Under the Contact Methods section, click on the drop down menu in to select the correct

method

Step Two - Distribution Methods

1. Under the Distribution Tab Delivery Options


2. Select Contact by using the spyglass button

3. Via field choose desired method– Email, Fax, Print a. Printer will need to be selected if Print option is selected

b. NOTE: If needing to submit via Epic Outlook (ie, other attachments that need to be sent

but do not want as part of .pdf created by Epic), select your .pdf Printer.

i. Click submit

ii. When the Save As screen appears click Cancel

iii. Under Attachments in Navigation Panel highlight item

iv. Right click & select Send via Email

v. Complete Email Detail screen & send c. Email – type in email address of recipient

i. Email Detail – complete subject line & message box

ii. Email/Fax Options section – click Change Sender , the Change Sender

screen will appear

iii. Scheduling section – select to send now or click schedule to

delay the transmittal to a future date / time

d. Fax – type in fax number of recipient i. Notification – if faxing select whether to be notified if unsuccessful only, notify if

successful or unsuccessful or no notification

ii. Email/Fax Detail – complete subject line & message box

iii. Fax Options – Select a Cover Page if necessary

iv. To change sender click

v. Scheduling Section – select to send now or click schedule to

delay the transmittal to a future date / time

4. Click 5. Add an Activity Screen will appear


a. Code – using drop down button select appropriate activity code for the workflow event

b. Complete or add to Description, if different than default. Select & Copy Description c. Who/Owner defaults d. Follow up/Start date defaults per workflow; change the date as needed l. Notes – paste activity description from step above e. If no follow up is needed then select Status Closed Successful otherwise leave Open for

follow up

f. Click Finish

Locate an Existing Account

1. From the Home Page click on locate Key 2. Locate Criteria Section

3. Locate account defaults to Client. The drop down displays all types: Broker, Client, Company,

Employee, Finance Company, Other Interest or Vendor 4. Specify the search to include Insureds, Prospects, Active, In Active Accounts as needed 5. Locate by defaults to Account/Business Name. The drop down provides several other options for

searching 6. Enter at least 4 characters of the Account/Business name in the Account/Business Name

Contains field then click Locate

7. Accounts / contacts matching the criteria will appear under Results NOTE: If characters you are entering will result in more than 500 entities, Epic will ask you to refine your search.

8. Highlight the account 9. Use the Navigation Panel on the left to open the various parts of the account

Quicklinks

1. The Account Locate screen contains a Quicklinks window that displays servicing contacts and basic client information


2. To view the details click on the plus sign next to the area you want displayed

3. Double-clicking on an entry will open that view in Epic (i.e. user will go to the Property

application section of the package policy for the item highlighted in the example)

Add an Account

1. At home base click locate

2. Click Add icon 3. Select type – Insured or Prospect 4. Select format – Individual (Personal Lines) or Business (Commercial)

5. Individual – Primary Name is required

or Commercial – Complete Business Name field

NOTE: Enter any part of the name you do not want used to create the lookup code in either the Prefix or Suffix fields

6. Click Create Account Name/Code button

7. Verify Type Of Business – however lines of business added will determine the boxes populated

8. Tab or click to Address Field 9. Complete street address or PO Box, & tab


10. Complete Zip code or use spy glass to look up & tab 11. City & State will pre-fill OR a box with applicable city, state combos will pop up. Select and click

Finish.

12. If country is other than US then click on United States to select country 13. County – Not required 14. Select Description from dropdown list, if needed

15. Site ID – Complete if a customer specific Loc# applies 16. Complete Primary phone number, Fax number, if available & Website, if available

17. For Business Accounts, complete Primary Contact fields tab

18. Verify Structure to make sure these are correct – change as needed

19. Click Detail Button 20. If the combination of client name, phone number & zip code could be duplicates of accounts

already existing, a “Possible Duplicates Found” box appears. If account is not a duplicate, click Continue. If you need to verify the possible duplicate accounts, click on Go To Detail. If the account IS a duplicate, click Cancel to cancel you Add Account function.

21. Account Detail opens to the Servicing tab 22. Verify &/or Select the appropriate personnel known at this time for each servicing role

applicable to the account


23. Under the Billing tab a. Associated Accounts section – if the account is brokered (another retail agency came to

United Agencies to access your available markets), click the drop down & select the appropriate the Broker.

b. Billing section– verify invoice & statement page are correct Note: Make sure the Apply Service Charges box is marked.

24. Under the Categories/History tab – Add any Agency Defined Categories applicable at this time

and select the appropriate option. NOTE: You can have more than one of the same option applicable in certain categories.

Defining Relationships

1. In Account Detail, click on Categories/History tab 2. Under the Relationships tab define any relationship applicable to this account i.e. Main/Sub,

Corporate / Subsidiary, Parent/Child, etc. &click the Add icon to define the relationship. Available Relationships are:

3. In the add relationship box click the word “available” to select the entity type you want to

associate the account with


4. In the Search Where using the drop down menu to the right & select the field you want to use in your search

5. Tab to the next field & select the compare type equal or contains 6. Tab to the next field & enter the value you want to search on 7. Click the spyglass 8. Click on the appropriate entity to highlight it in the search results

9. Press on single arrow button to add highlighted account to the selected section Caution:

using the double arrow button will move all entities to the selected area 10. Highlight account & designate the type of relationship & role that entity plays in this

relationship

11. If there are additional relationships then click the Add button & repeat 4 steps above

12. When all relationships are added click Finish Note: If multiple entities have the same relationship to the account you can select the multiple entities by holding down the control key & clicking on all appropriate entities in the search results. Then you would click on the single arrow button to move down to the selected section & define the type & role of the relationship.

Managing Contacts Updating the Main Business Contact

This contact needs to be completed with as much information on the client as possible. Refer to Add a Business Contact for how to complete/update fields and for required information.

Edit an Existing Contact

1. Click on Contacts on the Navigation Panel

2. Under Contacts - All highlight the contact you want to edit Note: using the

Name column heading you can sort the contact names in ascending or descending order

3. Click on the Edit icon to update the fields for this contact

Change Primary Contact

1. To remove or add a Primary contact designation



3. Under Contacts - All highlight the contact you want to change Note: using the


4. Highlight the contact

5. Click on Actions icon on the Options Bar 6. Select Change Primary Contact 7. Change Primary Contact screen will appear

8. Select Yes to make this contact the primary or No to remove this contact as primary

Change Contact Category

1. To amend the contact category from Policy Only, Contact Only or Both Policy & Contact





5. Click on Actions icon on the Options Bar 7. Select Change Contact Category 8. Change screen will appear

9. Select appropriate answer, click Finish

Change Main Business Contact

1. To amend the Main Business contact type Click on Contacts on the Navigation Panel





4. Click on Actions icon on the Options Bar 5. Select Change Main Business Contact 6. Change screen will appear

7. Select appropriate answer, click Yes or No

Add an Individual Contact

1. Locate Account

2. Click New and select Contact from the drop down menu

3. Verify the contact type default is correct - Individual 4. Enter required Name fields (First Name & Last Name) 5. Tab and select the appropriate Category (Contact (available ONLY in contacts), Policy (available

only under Applications) or Both Contact & Policy)

6. Click on the Description field and use the drop down menu to select the appropriate description 7. Under Address section

a. Check the box for Use Account Address if you want the Insured’s address to pre-fill from the account detail screen.

b. If not, check the Type box to indicate the appropriate address type (Mailing, Billing or

Both) c. Click the spyglass icon to locate other addresses already setup under the client account

detail or type in an address 8. Click on the Description field and select the appropriate address description from the drop

down menu. NOTE: This field is not fillable if the box was checked to Use Account Address.

9. Site ID – Complete if the client has client location numbers. NOTE: This field is not fillable if the box was checked to Use Account Address.

10. Under the Primary Number/Email section verify the Account Type default is correct

a. Tab over to the right of the account type and enter the phone and extension if it applies

(no parenthesis or dashes are necessary when entering these fields). Description field can be completed if additional explanation is needed on the contact person.

b. Tab over to the Email field and enter the contact’s email address.


11. Click Detail Button

12. REQUIRED: In the Individual Contact section include the Formal (appears in the address block of letters) & Informal (appears in the greeting of letters) information as this will pull forward when generating forms/letters

13. Under Contact Info tab verify the default information entered and fill in any additional fields appropriate to the contact under the Phone/Email/Web section

14. Click or tab through to the Contact Methods section. IMPORTANT: The selections made in this section drive the default and delivery methods for the named contact when performing a specific function in EPIC. a. Tab to each of the following fields (Contact via, Billing, Servicing) select the preferred

method of delivery from the drop down menus b. Tab to the Marketing field, select from drop down menu whether or not to include this

contact on targeted marketing campaigns.

15. Under Driver tab enter driver license information if applicable

16. Under the Personal/Classifications tab add information in regards to

marital status, date of birth, or social security under Personal

17. Under the Classifications section add additional responsibilities associated with

the contact by clicking on the Add icon such as Accounting, Inspection or Claims contact.

a. Checkmark box next to the appropriate classifications to select them b. Click Finish to close out of the screen, or Add to add additional classifications

18. Under the Employer tab enter their employer information if applicable

Add a Business Contact

1. Locate Account

2. Click New and select Contact from the drop down menu

3. Verify the contact type default is correct - Business 4. Enter required Name field with the Insured name or other account entity (ie, additional Named

Insured, CPA, Risk Management firm, etc). 5. Tab and select the appropriate Category (Contact, Policy or Both Contact & Policy)

6. Click on the Description field and use the drop down menu to select the appropriate description 7. Under Address section


a. Check the box for Use Account Address if you want the Insured’s address to pre-fill from the account detail screen

b. If not, check the Type box to indicate the appropriate address type (Mailing, Billing or

Both) c. Click the spyglass icon to locate other addresses setup under the client account detail or

type in an address 8. Click on the Description field and select the appropriate address description from the drop

down menu. NOTE: This field is not fillable if the box was checked to Use Account Address.

9. Site ID – Complete if client has location numbers NOTE: This field is not fillable if the box was checked to Use Account Address.

10. Under the Primary Number/Email section verify the Account Type default is correct

a. Tab over to the right of the account type and enter the phone and extension if it applies

(no parenthesis or dashes are necessary when entering these fields). Description field can be completed if additional explanation is needed on the contact person.

b. Tab over to the Email field and enter the contact’s email address.

11. Click Detail Button

12. Confirm that the Business Contact section is correct

13. Select applicable Description

14. The Address section will default to use account’s address or if a different address is used for mailing &/or billing then unclick the default box & select under Type Mailing &/or Billing and complete the address box & select the Description using the drop down menu& complete the Site ID if applicable

15. The Comment section can be used to indicate specifics that apply to this account i.e. VIP

Account, Family Business of a VIP Account, etc.


16. Under Contact Info tab

a. Complete the Phone/Email/Web section b. Under Contacts Methods select the method for contacting the client

Email/Fax/Phone/Mail

c. History section shows when the account was Entered &Last Updated

17. Under Business Info tab at a minimum complete the following:

a. Business type b. Num c. Date business started d. Nature of business by using the drop down menu e. FEIN f. SIC code (Desired)

18. To close, click on the X in the Navigation Panel

Delete a Contact


2. Under Contacts - All highlight the contact you want to delete Note: using the


3. Click on the Delete icon to remove this contact 4. The Delete Verification screen will appear

5. Click Yes


Updating a Contact from another Screen in Epic

1. Some form sections (e.g. Applicant Section or Commercial AP) allow you to make changes to contact information, e.g. notice wrong address or name misspelled.

2. Click on the Update Contact Information link 3. Update Contact Information screen will appear

4. Select Account contact using the drop down menu or Select <NEW> to add a new account level

contact based on application contact.

5. Check Update name 6. Complete the Contact Name section

7. Click Apply to make additional contact changes or click Finish

Create Master Market Submission

Create Master Market Submission – New Business

1. Locate Client in Epic

2. Select Policies from the Navigation Panel

3. Click New on Options Bar & select Master Marketing Submission 4. Enter Name in Name Field (Effective Year/Policy Types / Description)

5. Enter Effective Date of coverage if known and tab. The Expiration field will automatically

complete with an annual term. Change if necessary.

6. Verify Structure info is correct


7. Under Policies to Market, Choose Type of Business from the drop-down menu

8. Under Policies to Market, click the ADD button and select “Add new line.

9. The Add New Line window appears

a. Select a Line Type

b. Profit Center (General Business or Select Business)

c. Select Line Status using the drop down menu NEW for New Business Quoting (additional line or new to agency)

d. Issuing location complete as needed. e. Click the dropdown to the right of Prefill and select any applications applicable.

f. Click Add if you have additional lines to add & complete as needed

g. Click Finish if all lines that you need to add to submission have been entered. 10. Verify/Update the Status and Profit Center Fields.

11. Click Detail 12. Add an Activity box appears – MKTN Marketing Submission will automatically pre-fill.

13. Click Finish 14. The Master Marketing Submission Detail screen appears. It is here you can add lines of

business (or additional lines if renewal) to the master marketing submission, even if all lines are not being submitted to all carriers. You want your Master Marketing submission to include all applications.

15. Click the Attachment Tab to attach documents that need to be included as part of this Master Marketing submission (e.g. loss runs, statement of values, business income worksheets, narrative, etc.)

a. Click Add button OR Drag & Drop necessary attachments to your Master Marketing Submission


b. Add multiple attachments, including emails, files attached to your Epic client and files stored on your network drive. Select the type of file you want to attach, click Continue. Follow the prompts to locate & select each item you want to include. Click Finish.

16. On the Navigation Panel under Policies, click on each policy / lines type to expand each

coverage section in order to complete/update your application(s).

17. Refer to Entering Application Detail - General Navigation to guidance in completing

applications. 18. After completing all your applications click “X” in the Navigation Panel to close your Master

Marketing submission.

19. If you have already entered application detail or you have completed your application detail, move directly to CREATE CARRIER SUBMMISSION

Create Master Market Submission – Renewal



3. Click New on Options Bar & select Master Marketing Submission 4. Enter Name in Name Field (Effective Year/Policy Types / Description)

5. Enter Effective Date of coverage if known and tab. The Expiration field will automatically

complete with an annual term. Change if necessary.

6. Verify Structure info is correct


7. Under Policies to Market, Choose Type of Business from the drop-down menu

8. Under Policies to Market, click the ADD button and select “Add existing line.

9. Select the policies to include in the submission. The window of any existing lines on the account

will appear. You can also check the box to include history lines. Select the ones you want to

include. Complete the Profit Center field.

10. Click Detail

11. If multiple policies are selected, Update Location/Building Numbers for Commercial Application

Location Schedule will appear


a. Click the Default Loc/Bldg# link to populate the New Loc # & New Bldg # for each location

then update any specific locations manually that need to be changed. b. Click Finish

12. If Policies list is not set to “Marketed”, change Policies – Current/Renewed

to Policies – Marketed

13. Highlight the Master Marketing Submission & click the Edit icon 14. After completing all your applications click “X” in the Navigation Panel to close your Master

Marketing submission.

15. If you have already entered application detail or you have completed your application detail, move directly to CREATE CARRIER SUBMISSION.

Printing Master Marketing Submissions

1. Locate the account in Epic

2. Click on Policies on the Navigation Panel

3. Select Policies -Marketed this will display all current Master Marketing

Submissions 4. Select the Master Marketing Submission you want to print.

5. Click Print Icon on the options bar and select Master Marketing Submission 6. The Print Marketing Submission screen will appear 7. Click on Branch button to specify the address to print on the ACORD form

8. Optional to check Print License # box 9. The phone number, fax number & email address default into the corresponding fields but can be

changed if necessary


10. In Producer section, click the drop down & select on the Code box & select the Agent whose

signature you want to use.

11. The selected Agent’s scanned signature will pull in to the Scanned signature field

12. In Printer Section select the appropriate printer (you can select a .pdf printer if you

don’t need a hardcopy version)

13. Under the Forms/Attachments tab will display the list of applications

a. Click the Add icon to add additional Available Forms, select the forms or attachments you want to include with the print job. Follow prompts to select.

b. Click Finish . Repeat if needed for additional forms/attachments. c. Change the order the forms will print by highlighting the form & clicking the up or down

arrows

d. To suppress a form from printing, highlight the form & click the Delete icon

14. Click Preview to review the application(s)

15. Click Finish to print NOTE: If printing to .pdf printer, you can click Cancel if a “Save As” box pops up.

Entering Application Detail - General Navigation

If Coverage Lines Exist on a Submission or Policy



2. Select the submission or policy

a. Click on Policies on the Navigation Panel b. If completing application detail on a Policy, the Service Summary row must be “In

Process”. If policy is not “In Process” refer to Endorse Existing Line workflow in order to put application detail in edit mode.

c. Select Policies -Marketed on the header bar this will display all

current Master Marketing Submissions d. Double click on the selected Policy or Master Marketing Submission to open

3. The Navigation Panel displays an application for each line of coverage selected

4. Click on each application to move through the policy or submission 5. If entering application detail on Master Marketing Submission, click on Attachments

to display all files that have been attached to the Master Marketing Submission, i.e. loss runs, experience mod worksheet, etc.

Entering the Commercial AP – ACORD 125

1. Click on Commercial AP on the Navigation Panel

2. Click on Status on the Navigation Panel

a. Complete the Commercial Application section

i. Check if a Renewal b. Sections Attached & Line of Business Audits section

Mark boxes to the left of each application / coverage to be included in submission

3. Click on Applicanton the Navigation Panel the fields will be populated based on information entered on the Main Business Contact

a. Verify that all information in the First Named Insured section is correct & add any additional information

c. Under Nature of Business tab complete all information if available

d. Under Contacts tab click on the Add icon i. Contact type select using drop down menu

ii. Add Name or click on the spyglass to select from your contacts Note: The fields will be populated based on information entered under Contacts

iii. Add for Accounting, Claims, Inspection

4. Click on Other Named Insureds on the Navigation Panel

a. Under Other Named Insureds section click on the Add icon


b. Under Other Named Insured Detail section add the Name or click on the spyglass to select from your contacts Note: The fields will be populated based on information

entered under Contacts c. Complete all information if available

d. Click Add icon for more

5. Click on Premises on the Navigation Panel NOTE: Locations must be added to ACORD 125 in order for them to be available on any specific line of business applications. a. If Entering Blanket locations, refer to Entering Blanket Locations on the Commercial

Applicant Section (ACORD 125)

b. Under Premises section highlight the location &click the Edit icon to open the Update Location screen to verify if Blanket, the Loc # & indicate if inside or outside the city limits

c. Click Finish

d. To add a location click on the Add icon to open the Add Location screen and complete the location information using the spyglass to locate from Contacts

i. Click Add for additional locations

ii. Click Finish

e. Under Buildings section add building(s) to location(s) listed above by clicking on

the Add icon and complete the building information located on the right

i. Building #

ii. Site ID

iii. Building description

iv. Interest using drop down menu

v. Interest, if “Other”


vi. # employees

vii. Annual revenues

viii. Occupied Area

ix. Open to public area

x. Any area leased to others?

xi. Total building area

xii. Description of operations by premise(s)

5. Click General Information on the Navigation Panel a. Select Yes or No from the drop down menu for each individual question

TIP: After you have verified the information, you can click on Default

All Answers to No. Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”.

b. Include an explanation for all “Yes” answers – type the information in the appropriate

field

6. Click on Prior Carrier on the Navigation Panel

a. To add a Prior Carrier click on the Add icon

i. Enter the prior Year

ii. Click on the appropriate coverage tab

iii. Select the Carrier from the drop down menu

iv. Enter the Policy #

v. Enter the Premium

vi. Enter the Effective & Expiration dates

b. Repeat for each applicable line of coverage. Note: you can copy and paste the policy number into the other tabs.

c. To add additional years, click on the Add icon under Prior Carrier and repeat the steps above TIP: The information for individual years can be moved by using the up & down arrows

under the Prior Carrier section. The most recent year should be at the top of the list.

7. Click on Loss History on the Navigation Panel

a. Click on the Add icon to add individual claims b. Enter information &click the appropriate radio button to indicate Open or Closed


8. If necessary, click on Forms and Endorsements on the Navigation Panel

a. Click on the Add icon to include a specific form or endorsement

b. Enter form/endorsement Number, Name, Edition date

9. Click on Remarks on the Navigation Panel

a. Click the Add icon to add remarks or notes to the underwriter

b. Complete Description

c. Check box to Print on form

10. Click on Attachments on the Navigation Panel a. Check all that apply b. Check box if a “Copy of the notice of information practices (privacy) has been given to the

applicant”

Entering Blanket Locations on the Commercial Applicant Section (ACORD 125)

1. Click on Premises on the Navigation Panel 2. Click the Add icon 3. Click the Blanket box 4. Type Blanket in the street address field for easy identification

5. Continue to complete your premises schedule by listing all other actual physical locations,

whether or not they are to be included in your blanketed limits, by clicking the ADD icon and completing necessary fields. Completed premises section that includes blanket location will

look like this:

Copying the Commercial AP – ACORD 125 NOTE: If you are completing an ACORD 125 on policies and you have other policies you are going to copy it to, do NOT complete any line specific application detail on those other policies. The ACORD 125 must be copied FIRST. Other policies must have single service summary row and be “In Process” in order to be available as target policy.

1. Locate the Account in EPIC



3. Under Policies – Current/Renewed click on Actions 4. Select Copy AP Section

5. Highlight the policy to copy the Commercial AP from

6. Select the policy to copy the form to 7. Click

a. Detail to edit the form detail

b. Copy to copy the form

c. Finish when complete

d. Cancel to return to the account 8. The pop-up box will advise that the Commercial AP form will be overwritten. Click OK to

complete.

Entering the Commercial Property Application

1. Click on Property on the Navigation Panel

2. Click on Premises on the Navigation Panel a. NOTE: If entering Blanket locations/subjects/limits, refer to Entering Blanket Limits on

the Commercial Property Application

b. Click the Add icon c. Location/Building Lookup screen will appear, click the Location(s) to be included

or click the Select All

d. Click Finish

e. Highlight the location and enter the Rating information under the Rating tab for each location / building

i. Complete Building Section

ii. Complete Improvements Section

iii. Complete Exposure Section

f. Click on the Fire and Alarm tab and enter

i. Complete Alarm Section

ii. Complete Fire Protection Section

g. Click on the Coverages tab to enter Spoilage coverage

3. Click on Subjects on the Navigation Panel

a. Click on the Add icon to add the Location # & Building # using the spyglass


b. Enter the Subject of Insurance using the drop down menu, (i.e. B for Building, BUSIN for

Business Income with Extra Expense, BLNKT for Blanket)

c. Enter the amount of coverage d. Select the Valuation from the drop down menu(i.e. A for Actual Cash Value, R for

Replacement Cost), f. Enter Inflation guard % if applicable

g. Enter the Causes of Loss

i. Click on the Add icon for Add Cause of Loss screen to appear ii. Select the Cause of Loss from the drop down menu (i.e. SPC for Special including

Theft)

iii. Click Finish

iv. Enter the Coinsurance %

v. Enter the Deductible

vi. Enter the rate, if available

vii. Enter the basis, if available

viii. Enter the type, if available

ix. Select Yes or No for Report form

x. Click Add to enter an additional Cause of Loss or Finish xi. Repeat steps i. through ix. for each building/location

4. Click on Business Income from the Navigation Panel

a. Under the Coverages Tab select the type of Business Income Coverage by clicking the appropriate radio button

i. Select the Type of Business from the drop down menu

ii. Enter the Coinsurance % iii. Enter the rating information

b. Click on Off Prem Power/Depend Prop tab i. Complete the Off Premises Power/Dependent Property Coverages section

ii. Click on the Add icon to add name & address for Off Premises Power or Dependent Property

c. Click on Other Coverages tab to enter any specialized coverages

5. Click on Value Reporting from the Navigation Panel

a. Click on the Add icon to add average values


6. Click on Additional Interests from the Navigation Panel

a. Click the Add icon to add an additional Interest

b. Select the Location/Building using the spy glass click Finish

c. Enter the Name & Address or select using the spy glass

d. Select the type of Interest using the drop down menu

e. Add the Reference/Loan #

f. Check if Certificate, Policy or Send bill required

g. Click on the Add icon to enter more additional interests

7. Click on Forms & Endorsements on the Navigation Panel

a. Click the Add icon to add a form or endorsement


c. Enter form Number, Name & Edition date

8. Click on Additional Coverages on the Navigation Panel

a. Click the Add icon to add an additional coverage


c. Enter the Code or use the spy glass d. Enter Description, Limit, Deductible & Premium




c. Check to Print on form

10. If needed, click on Statement of Values on the Navigation Panel


a. Enter the Headquarters address b. Check if causes of loss are to be covered/excluded

c. Select the Coinsurance or complete If “Other” is selected

(i.e. Agreed Amount) d. Select the Applicable causes of loss using the drop down menu

e. Enter the Total value

f. Enter the Total premium g. Indicate the rate if available

h. Under the Statement of Values Schedule tab, click the Add icon

i. Location/Building Lookup screen will appear

i. Highlight location / building or check to Include all property premises

ii. Click Finish 11. Click on Additional Attachments on the Navigation Panel to add additional attachments

12. Click on Supplemental Screens on the Navigation Panel

Entering Blanket Limits on the Commercial Property Application Must have Blanket Location added to ACORD 125 before adding on Property App. Refer to Adding Blanket Location on ACORD 125. Once completed:

1. Click on Premises on the Navigation Panel 2. On the Premises section, add the blanket placeholder location to the property application to

designate coverage. 3. On the Subjects section, click the lookup for Loc# & select your blanket premises (Loc#0, Bldg#0)

4. Subject# field will default to 1 and will increase for each Subject you add to this Blanket

Premise. 5. Subject of Insurance field – Click the drop down & select BLNKT.

6. Amount field - Enter the total value of all individual location subjects to be blanketed under this

subject.


7. Complete other Subject Fields as needed 8. Blanket # field – Used for specific location Subjects only. Leave blank for your Blanket Subjects. 9. In the Type field, select the Blanket Type.

10. Verify or add the applicable Cause(s) of Loss, coinsurance and deductible(s)

11. Repeat the above steps for each Blanket Subject of Insurance.

Indicating Blanket on Specific Location Subjects 1. Continue completion of the Property application by adding location specific subjects of

insurance & their individual limits and Causes of Loss. 2. On each individual location Subject that will be part of a blanket limit, in the Blanket # field,

indicate the Blanket Subject that applies.

3. Repeat as needed until all locations & subjects have been entered.

Entering the Commercial General Liability Application

1. Click on General Liability on the Navigation Panel

2. Click on Coverages on the Navigation Panel and under Coverages

type of coverage & whether Claims Made or Occurrence

a. Indicate what the General aggregate applies to by using the drop down menu


b. Enter the coverage limits in the appropriate field Note: If limit is included then check box

next to coverage c. If applicable, indicate deductible & how the deductible will be applied by using the drop

down menus

3. Click on Hazards on the Navigation Panel

a. Click the Add icon b. Enter the location or select the location and/or building using the spy glass

c. Enter the GL Class Code or use the spy glass to search by code or description

d. Enter the Description

or use the spy glass to search by code or description

e. Enter the Premium Basis using the drop down menu

f. Enter the Exposure If exposure basis “Other” was used,

provide explanation

g. Enter Territory , if available

4. Click on Claims Made/Employee on the Navigation Panel a. If Claims Made applies, select Yes or No from the drop down menu for each individual

question TIP: After you have verified the information, you can click on

Default All Answers to No. Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”.


field c. If Employee Benefits Liability applies, complete the EBL section

5. Click Contractors on the Navigation Panel


a. Select Yes or No from the drop down menu for each individual question TIP: After you have verified the information, you can click on Default All Answers to No.

Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”.


field

c. Complete the Type of Work Subcontracted

6. Click Products/Completed Operations on the Navigation Panel

a. Click Add icon for completion of Products information i. Product

ii. Annual gross sales iii. Number of units iv. Time in market v. Expected life

vi. Intended use vii. Principal components

b. Select Yes or No from the drop down menu for each individual question

TIP: After you have verified the information, you can click on


c. Include an explanation for all “Yes” answers – type the information in the appropriate

field

7. Click Additional Interests on the Navigation Panel

a. Click the Add icon to add an additional Interest

b. Select the Location/Building using the spy glass , click

Finish c. Enter the Name & Address or select using the spy glass

d. Select the type of Interest using the drop down menu

e. Add the Reference/Loan #

f. Check if Certificate, Policy &/or Send bill are required

g. Click on the Add icon to enter more additional interests


TIP: After you have verified the information, you can click on




field


a. Click the Add icon to add a form or endorsement

b. Select the Location/Building using the spy glass , click Finish

c. Enter form Number, Name & Edition date

10. Click Additional Coverages on the Navigation Panel

a. Click the Add icon to add an additional coverage


c. Enter the Code or use the spy glass d. Enter Description, Limit, Deductible & Premium

11. Click Remarks on the Navigation Panel




12. Click on International Liability Exposure on the Navigation Panel to enter International Liability if applicable

13. Click on Additional Attachments on the Navigation Panel to add additional attachments


Entering the Business Auto Application

1. Click on Business Auto on the Navigation Panel

2. Click on Coverages a. Click on appropriate coverage symbol for liability


b. Select the appropriate liability limits by clicking on CSL & entering the limit into the

appropriate box , click Finish

c. Select the appropriate symbol for PIP & enter the coverage limit, if applicable

d. Select the appropriate symbol for Medical Payments & enter the coverage limit, if applicable

e. Select the appropriate symbol for Uninsured/underinsured motorist

& click on CSL & enter the limit into the appropriate

box , click Finish , if applicable

f. Select the appropriate symbol for Towing and Labor & enter the coverage limit, if applicable

g. Select the appropriate symbol for Comp/OTC & enter the deductible

amount , if applicable

h. Select the appropriate symbol for Specified Causes of Loss & enter

the deductible amount , if applicable

i. Select the appropriate symbol for Collision & enter the enter the

deductible amount , if applicable

j. Indicate if Hired/borrowed liability is included click Yes or No

i. List the states to be included

ii. Click if coverage is on “If any” basis


iii. Enter Cost of Hire

k. Indicate if Non-owned liability is included click Yes or No

i. List the states to be included ii. Click type of Employees and enter number

l. Indicate if Hired physical damage is included

i. Enter the States, number of days & number of vehicles

ii. Indicate coverage type using the drop down menu

P - Primary

SC - Secondary

3. Click on Vehicles

a. Click the Add icon

b. Enter the Company Vehicle #

c. Enter the Vehicle Year

d. Enter the Vehicle Make or click on the spyglass to lookup

e. Enter the Vehicle Model or click on the spyglass to lookup

f. Select Body type using the drop down menu

g. If “other” selected for body type, enter detail

h. Enter VIN

i. Enter Garaging location or click Default Account Address

j. Click on the Rating tab i. Enter the vehicle type using the drop down menu

COML - Commercial

PP - Private Passenger

SPEC – Specialty Vehicle

ii. Enter Symbol/age group, if applicable

iii. Enter Cost new

iv. Select Licensed State using the drop down menu


v. Enter the Territory, if applicable

vi. Enter the Gross Vehicle Weight

vii. Enter the Class

viii. Enter Special Industry Class

ix. Enter the Seating Capacity

x. Enter the Radius

xi. Select the Farthest Terminal

xii. Select Driver to work/school

xiii. Select Use

xiv. Select Special Use

xv. Enter Days Drive per week

xvi. Enter Date purchased

xvii. Indicate if vehicle purchased new or used xviii. Enter if vehicle is leased to insured, leased to others or owned by insured not leased

to others

xix. Indicate if vehicle is included in fleet

xx. Enter rate class code

k. Click on the Coverages tab i. Click boxes & fill in limits/deductibles to indicate the appropriate coverages for the

vehicle

l. Click the Add icon for each additional vehicles

i. Under the Vehicle tab the previous vehicle information will default, excluding the VIN #, make changes as needed

ii. Under the Rating tab the previous vehicle information will default, make changes as needed

iii. Under the Coverages tab the previous coverages/limits/deductibles will default, make changes as needed

3. Click on Drivers on the Navigation Panel

a. Click on the Add icon b. Click on the spyglass to select a contact person to add as a driver

click Finish or type in the name of the driver

c. Enter Gender or select from drop down menu


d. Enter Marital Status or select from drop down menu

e. Enter Date of Birth

f. Enter Social Security Number if known

g. Enter Drivers License number NOTE: The Social Security Number and Drivers License number will be “locked down”. This means only those with adequate security will be able to view the information.

h. Enter Year licensed

i. Enter Years experience

j. Select state licensed from the drop down menu

k. Enter Date hired

l. Select Broadened no fault, if applicable

m. Select Driver other car (DOC), if applicable

n. Select Use vehicle #

o. Indicate Percentage use

p. Select driver type using the drop down menu, if applicable i. D - Deferred Driver

ii. E - Excluded Driver iii. N - Unrated Driver iv. U - Unlicensed

4. Click the Add icon to add additional drivers

5. Click on Additional Interest


b. Select the vehicle – click the spyglass for a list of all vehicles c. Enter the Name of the additional interest – the spyglass can be used to locate the

additional interest

d. Enter the address for the additional interest

e. Enter the phone number

f. Enter the rank g. Select the type of interest using the drop down menu

h. Provide explanation if “Other” i. Enter loan or reference number if available

j. Click Certificate, Policy &/or Send bill if required

k. Click on the Add icon to add additional interests


6. Click on General Information a. Select Yes or No from the drop down menu for each individual question

TIP: After you have verified the information, you can click on Default All Answers to No.

Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”.


field

7. Click on Forms & Endorsements

a. Click on the Add icon to include a specific form or endorsement b. Enter forms or endorsement information

8. Click on Remarks

a. Click on the Add icon to include remarks or note to underwriter b. Enter remarks or note to underwriter

c. Check to print on form

9. Click on Additional Coverages 10. Click on Additional Attachments on the Navigation Panel to add additional attachments


Entering the Workers Compensation Application

1. Click on Workers Compensation on the Navigation Panel

a. Click on Applicant on the Navigation Panel

b. Add information in the Applicant Info section Note: Information entered under Main Business Contact does not pull over to this application

c. Under the Additional Named Insureds tab

i. Click on the Add icon Add Additional Insureds screen will appear ii. Complete Item # & Name (FEIN if available)

iii. Click Add for more

iv. Click Finish

c. Click on Payment Plan/Policy Info tab

i. Select Payment Plan using the drop down menu


ii. Enter % down if applicable

iii. Select Audit terms using the drop down menu iv. Enter the Normal Anniversary rating date, if applicable

v. Select Participating or Non-Participating, if applicable

vi. Enter Retro plan, if applicable

vii. Enter CS Representative

d. Click on Contact Information tab

i. Complete the Inspection Contact section by clicking on the spyglass to select the appropriate contact from the list

ii. Click Finish iii. Or type the contact name, phone and email address if the contact is not listed

iv. Repeat for Claim Info Contact and Accounting Records Contact

3. Click on Locations on the Navigation Panel

a. Click on the Add icon under Locations

b. Add Location screen will appear, click on the spy glass c. Select the appropriate location(s)

or click Select All to select all locations

d. Click Finish

e. Click Finish

f. Click on the Add icon under the Rating information

g. Enter the State

h. Enter WC Class Code or click on the spy glass to look it up i. Workers Comp Class Codes screen will appear

ii. Type in either the Code or Description

click Locate

iii. Click Finish i. Enter the Class Code description

j. Enter the number of employees


k. Enter the SIC code

l. Enter the Estimated payroll

m. Enter the Rate if applicable

n. Click Calculate to enter the estimated manual premium

o. Click on the Add icon to enter additional codes p. Repeat above for each class code

4. Click on Policy Information / Total on the Navigation Panel

a. Enter the States

b. Enter the Limits of Employer’s Liability

c. Select the type of Deductible from the drop down menu i. B - Both Indemnity & Medical

ii. COPC – Coinsurance as a Percentage iii. I - Indemnity iv. M - Medical

d. Enter the Deductible Amount/% e. Enter the States to be covered under Part 3

f. Select the applicable “Additional Coverages”

g. Enter Total estimated annual, minimum & deposit premiums if available

5. Click on Total Premium Calculation on the Navigation Panel

a. Complete the information under the Premium tab

b. Add all remarks under the Remarks tab &√Print on form

6. Click on Additional Coverages on the Navigation Panel


7. Click on Individuals on the Navigation Panel

a. Click on the Add icon

b. Select a location by clicking on the spyglass c. Complete the Officer/Individual Name

or click on

the spyglass to look up the individual’s name

d. Include Title & Ownership %

e. Select either Included or Excluded f. Repeat for each Officer/Individual to be shown on the application

8. Click on Prior Carriers on the Navigation Panel

a. To add a prior carrier click on the Add icon

b. Enter the prior Year c. Enter the Carrier or use the spyglass to look it up

d. Enter the prior Policy number

e. Enter the Annual premium

f. Enter the Experience modification

g. Enter Number of claims

h. Enter Amount paid

i. Enter Reserve

j. To add additional years, click on the Add icon and repeat the steps above TIP: The information for individual years can be moved by using the up and down arrows

to the left of the Prior Carrier Loss History. The most recent year should be at the top of the list.


TIP: After you have verified the information, you can click on Default

All Answers to No. Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”.


field

9. Click on Assigned Risk on the Navigation Panel a. Click on the spyglass to select the Payroll office contact information


b. Under the Supplemental tab , select Yes or No from the drop down menu

for each individual question TIP: After you have verified the information,

you can click on Default All Answers to “No” Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”. i. Include an explanation for all “Yes” answers – type the information in the appropriate

field ii. Using the drop down menu select the State developing highest payroll

c. If applicable, click on the Terminals tab

i. Click on the Add icon to enter a location

ii. Click on the spyglass and select a Loc # & Terminal #

d. If applicable, click on the Drivers tab

i. Click the Add icon to enter driver information

ii. Click Add for additional drivers

iii. Finish

e. Click on the Premium Payment Tab select Yes or No from the drop down

menu for each individual question TIP: After you have verified the

information, you can click on Default All Answers to “No” Individual questions can be changed to “Yes” by click on the drop down box and selecting “Yes”. Include an explanation for all “Yes” answers – type the information in the

appropriate field

i. Select a Submission method using the drop down menu

f. Click on the Agent Certification tab & complete the Agent

Information

g. Click on the Remarks tab

i. Click the Add icon to add remarks or notes to the underwriter ii. Complete Description

iii. Check to Print on form


a. Click on the Add icon to include a specific form or endorsement


b. Select the Location using the spy glass

c. Click Finish d. Enter form Number, Name & Edition date


a. Click on the Add icon to include remarks or note to underwriter



Printing ACORD Statement of Values

Once the ACORD Statement of Values has been created within the application, you have the option to print it separately from the actual policy applications. To do so: 1. Locate Account in Epic. 2. Click on Policies 3. Select Policy that contains the completed ACORD Statement of Values 4. Click Print, Statement of Values 5. Complete Distribution Tab as Needed 6. Click Finsih

Create Carrier Submission

7. Locate Account in Epic. 8. Click on Policies 9. Change Listview to Policies - Marketed

10. Highlight the appropriate Master Marketing Submission

11. Click Action Icon and select Create Carrier Submission 12. Select Carrier (CA) or Broker (BR) from drop down list.

13. Update submission in the Carrier Submission field to include the carrier name (ie, YY/YY Carrier, Lines of Coverage (ex. 10/11 Chubb, Prop/GL/WC).

Tab to move to next field. NOTE: If you can quote single lines of business online for a specific


carrier but will also be submitting actual applications for other lines of business for quote, create separate Carrier Submission just for the line quoted online.

14. Submission Status defaults to “Submitted for Quote”

15. If desired, show requested total premium. NOTE: If you enter requested premiums by line on

the submission, you can click the Calculate link and it will put the calculated total in the

Requested Total Premium field. 16. Under Lines tab, by default all lines included in Master Marketing Submission are selected. De-

select any lines of business not to be marketed to this carrier

17. If desired, enter the requested line premium/commission for each line of business by clicking on

the line and entering the premium amount in the premium field, select the Commission type (% or Flat Fee) and enter the Percent or Amount. Click the Calculate link to the right of the commission field. Complete for each line.

18. Click Attachments tab to select/deselect the attachments listed or click the Add icon or

Drag & Drop attachments to add any additional documents for this particular carrier 19. Follow the prompts to select & attach each attachment. Repeat as needed.

20. Click Add to add additional carriers, repeat steps above 1-8

21. Click Finish once all Carrier Submissions are complete.

Submit to Carriers



3. Change view to Policies – Marketed and highlight the appropriate Master

Marketing Submission then the appropriate Carrier Submission

4. Click Action Icon and select Submit to Carriers


5. Submit to Carrier box opens Click the dropdown to the right of Submit As and select Quote or other selection as applicable If including the agent’s signature, click the dropdown to the right of Code & select the Producer code. Applicable signature & producer license information will default into fields.

6. Click Continue 7. In Activity Section select “Create One Activity per Carrier Submission” button

8. A list of created Carrier submissions will display. Mark the box to the left of each carrier

submission you are ready to send.

9. Under Details Tab, click the Search button to select the Undewriter or manually type in

Underwriter’s Name & Office if applicable.


10. Under Forms/Attachments Tab, verify all desired forms are listed. NOTE: If you are not sending actual ACORD forms as part of your submission, select & delete from this screen.

Add or remove forms as needed. The order of the forms can be changed by clicking the

up and down arrows

11. Verify information displayed under the Organization Contact tab .

12. Under the Distribution Tab 13. Click Change Notification Settings – Change Not Needed 14. In Delivery Options section, click lookup in Contact field and select contact OR type in name

manually. 15. in Via field, select the method of distribution (Print, Fax, Email) & complete the distribution

information – including email subject and message if applicable a. Printer will need to be selected if Print option is selected

b. Email – type in email address of recipient

NOTE: If sending email to multiple recipients AT THE SAME COMPANY, enter email addresses separated by a semi-colon “;”

c. Fax - fax number of contact listed will default, change if necessary 16. If Email/Fax Detail – complete subject line & message box

17. If Email/Fax Options

a. Senders email address or fax number will default

click Change Sender to select another The Agency Person’s email address or fax number


b. Fax – Cover Page will default to Basic Fax Coverage, click Preview to review it

18. Optionally, if scheduling submission for delivery at a particular date/time, access & update

Scheduling Section – select to send now or click schedule to delay the

transmittal to a future date / time 19. Click

a. Preview to review submission prior to submitting

b. Submit & Continue Used when there are additional carrier submissions

c. Finish the process is complete & no additional submissions

d. Cancel to cancel out of this process 20. If clicking Submit or Finish, an Add an Activity screen will appear

a. Code - SUBQ activity automatically completes b. Revise Description line as needed. c. Who / Owner will default, if necessary use drop down to change to another person

d. Follow up/start date defaults to 3 days

e. Will default to Open for receipt of quote f. Note field - Copy activity description in step above to the notes area & add additional

information concerning this submission i.e. underwriter, instructions for quoting, etc.

g. Click finish

21. Repeat steps above for each additional carrier before clicking Finish

If Epic Marketing Module / Submit to Carrier – Via Online 1. Select Carrier Submission 2. Click Actions, select Update Stage to Entered/Submitted

3. Cick Finish


4. Activity Box appears, select SUBO Activity 5. Complete activity detail as needed. Click Finish

Printing the Carrier Submission



8. Under Policies – Marketed highlight the appropriate Master Marketing

Submission then the appropriate Carrier Submission

4. Click on Print on the Options bar select Carrier Submission

5. Print Marketing Submission screen will appear a. Click on Branch button to specify the address to print on the ACORD form

b. Optional to check Print License # box c. The phone number &fax number will default into the corresponding fields but can be

changed if necessary. Enter either the Agent or AM’s email.

6. In Agent Section Code box select the Agent associated with this account by using the drop down

menu 7. Select Scanned signature from drop down menu

8. In Printer section select the appropriate printer

9. Under the Forms/Attachments tab will display the list of applications &

forms to print along with the opportunity to add supporting attachments (i.e. loss runs, photos, etc)

a. Click the Add icon for additional Available Forms/Attachments. Use the Delete icon

to remove


b. Change the order the forms will print by highlighting the form & clicking the up or down

arrows c. De-select any forms/attachments not for this carrier

d. Click the Add icon to add attachments to print with applications; Add Attachment screen will appear, click the appropriate radio button to attach an email, existing client document, and/or existing file.

c. Change the order the forms will print by highlighting the form & clicking the up or down

arrows

7. Click Preview to review the application

8. Click Finish to print

Updating Carrier Submission


2. Click on Policies in the Navigation Panel

3. Under Policies – Marketed highlight the appropriate Master Marketing

Submission then the Carrier Submission to update

4. Click Actions icon , select Update Carrier Submission


5. Enter a Description for the carrier submission change

6. Leave Activity Open & add under Note detail of changes

7. Click Detail to make changes to the applications &/or add / delete attachments

8. Under Lines Tab - click on appropriate application on the Navigation Panel to update

a. Use add or delete buttons for additional or eliminating lines of coverages

9. Under Attachments Tab – add or delete attachments as needed

10. To close click on the X next to MKTG on the Navigation Panel 11. Submit updated submission to carrier Refer to Submit to Carriers procedures

Remarket existing Master Marketing Submission & related Carrier Submissions

1. You have the option to Remarket an existing Master Marketing Submission. This Remarket option creates an EXACT copy of the Master Marketing Submission and optionally an EXACT copy of any related Carrier Submissions if you choose to remarket to same carriers. NOTE: This remarketing action does not incorporate any changes made to actual policies.

2. From Account Policy List, change view to Policies – Marketed (you may need to change to Policies – Marketed History if submission has expired.

3. Select the Master Marketing Submission you want to Remarket & click Actions, Remarket


4. The Remarket box appears

5. Make any updates to Master Marketing Submission Name 6. Verify Policy Period (Policy Period will automatically advance one year) 7. Verify Structure and Lines to Include in the Master Marketing Submission 8. Check the boxes to left of each carrier submission & lines within that submission that you want

to create. 9. Click Detail to update the application detail or Finish to complete the submission. 10. Submission Status box will default to “In-Progress”; click Finish 11. New Master Marketing Submission and any Carrier Submissions that you selected to include will

be created and can be updated as needed. 12. Submit to Carriers action will be the same as New Business Submission.

Quote / Declination Received

13. Drag & drop Quotes/Declinations into Epic a. For Quotes Received - Attach quotes to account

b. Select the Marketing folder and Quotes-Declinations Sub-folder 1

c. Click Finish

d. Select QTRC activity and complete as needed

e. Click Finish

f. Close related QTAC/QTAP/QTAO/RMKT/RMKO activity successfully

OR


a. For Declinations Received - Attach to existing QTAC/QTAP/QTAO/RMKT/RMKO activity. Close activity unsuccessful and select reason.

2. NOTE: If the quote/declination is received for the same carrier at various intervals always add a Note to the existing QTAC/QTAP/QTAO/RMKT/RMKO activity to record what has been received and what is still pending.

Create Carrier Response


2. Change list view to Policies – Marketed 3. Highlight the appropriate Marketed Policy Submission under Carrier Submissions list

4. Click Actions icon , select Create Carrier Response 5. If Quoting, click drop down for Issuing Company & select appropriate issuing company

If Declined, click drop down for Issuing Company & select DECLIN issuing company 6. Tab to Description & Enter Description of the Carrier response

7. Tab to Date Received & Enter Date Received

8. Under Lines Tab a. Highlight a line of coverage in the list b. Choose the applicable Carrier response for the selected line – Decline, Not Received,

Quote c. Description field activates – NOT USED AT THIS TIME

d. Check “Included in package policy” if applicable

e. Enter a “Response Line Premium” if applicable f. Select Commission Type (%-Commission Percentage or $-Flat) Enter Commission Percent

or Amount (only if Flat Fee)

g. Click the Calculate link next to Commission Field h. Repeat for each line of coverage i. Once all coverage lines have been updated with Carrier Response including Premiums &

Commissions, click the Calculate links to the right of Response Total Premium and

Response Total Commission

9. Attachments Tab DO NOT USE 10. Under Activities Tab


a. Close Activities automatically default to Successful (NOTE: Change to unsuccessful any activities associated with a declined submission with reason “Declined”)

11. If no changes need to be made to the application

a. Click Finish b. Leave “In Process”

12. If changes need to be made to the application, click Detail a. Make any additional changes to the applications from the quote

b. When completed exit applications by clicking the X 13. In Process Carrier Response screen will appear asking if you have completed the editing

process, leave “In Process”.

14. Click Finish

Creating Proposal or Pre-Renewal Summary in Epic

1. Locate Client

2. Click Policies on the Navigation Panel

Creating Proposal from Current Policies or Marketing Submission 1. If creating from Current Policies, select a policy that will be included in the proposal, click On

Demand on Options bar, Proposal OR


2. If creating from Marketing Submission, Change Policies – Current/Renewed

to Policies – Marketed a. Select Carrier Submission for the Proposal

b. Click On Demand on the Options bar, select Proposal

THEN

3. Proposal screen will appear a. Lines of Business included in the Carrier Submission selected will default

b. Click the Add icon to select additional Lines of Business (If Epic Marketing, from another carrier submission or if Current Policies, adding other policies/lines not originally

selected) or Delete icon to remove any lines c. Select the Service summary row applicable for each line of business

d. Proposal Templates/Proposal Documents –click the dropdown to the right of Proposal

Group & select United Agencies Proposals

e. System will default to Suppress blank templates & Yes for Page Break

f. Click Finish

For Proposal, Next Steps: 1. Attach To screen will appear

a. Fill in Description with policy term & lines of business, carrier, etc.

b. Choose appropriate Folders & Sub-Folders

e. Click Finish 2. Add an Activity screen will appear

a. Code – Click dropdown & Select PROP (Proposal)


b. Complete Description - with policy term & lines of business, carrier, etc.

c. Who/Owner – defaults d. Follow up/Start Activity set to 10 days e. Notes – paste description from step above

f. Click Finish 3. Document will open in Word (if enable/disable macro pop-up box appears, click enable) and

merge information from applications selected. a. Make any necessary changes b. Print document, if necessary

4. When ready to exit use the Applied Menu

a. Click Add-Ins

b. Click Applied c. Click Save & Exit d. Save Document screen will appear, click Yes – to save as attachment in Epic

Creating Pre-Renewal Summary from Current Policies 1. Locate account, click on Policies, select a policy that will be included in the proposal, click On

Demand on Options bar, Proposal 2. Proposal screen will appear

a. Lines of Business included in the selected policy will default

b. Click the Add icon to select additional Lines of Business or Delete icon to remove any lines

c. Select the Service summary row applicable for each line of business

d. Proposal Templates/Proposal Documents sections –click the dropdown to the right of

Proposal Group & select Pre-Renewal Summary e. System will default to Suppress blank templates & Yes for Page Break – make changes as

needed.

f. Click Finish


For Pre-Renewal Summary, Next Steps: 5. Attach To screen will appear

a. Fill in Description with policy term & lines of business, carrier, etc.

b. Choose appropriate Folders & Sub-Folders (Underwriting Info – Renewal Prep)

f. Click Finish 6. Add an Activity screen will appear

a. Code – Click dropdown & select RSUM (Pre-Renewal Summary Created/Sent)

b. Complete Description - with renewal term (14/15 Renwal Packet, etc). c. Who/Owner – defaults d. Follow up/Start Activity set to 10 days e. Notes – paste description from step above

f. Click Finish 7. Document will open in Word (if enable/disable macro pop-up box appears, click enable) and

merge information from applications selected. a. Make any necessary changes b. Print document, if necessary


a. Click Add-Ins

b. Click Applied c. Click Save & Exit d. Save Document screen will appear, click Yes – to save as attachment in Epic

Changing Account Type – From Prospect to Insured

1. Locate account in Epic 2. Change Prospect to Contracted if necessary

a. Click Account Detail on navigation panel

b. Click on Actions icon c. Select Change Client Type d. Click Yes to update from Prospect to Insured


Move Marketed Lines to Current NOTE: Create Carrier Response Action must be completed before this action is available. Refer to Create Carrier Response

1. Once all marketing is completed & submission is ready to be bound


3. Change list view to Policies – Marketed

4. Highlight the Carrier Marketing Submission under Carrier Submissions list 5. Edit the Carrier Submission (either double click or click the Edit icon)

a. Make any additional changes to the applications from the quote and/or client acceptance

b. When completed exit applications by clicking the X 6. In Process Carrier Response screen will appear asking if you have completed the editing

process, click Yes, perform action: “Move Marketed Lines to Current Policies”

7. Click Finish

8. Under Policies Tab a. Select whether you are Adding New Policy, Renewing Existing Policy or Updating Existing

Policy i. Add New Policy – use this if adding a brand new policy or if when renewing a policy &

a line of business will be a separate policy ii. Renew Existing Policy – use this if an in force policy already exists under Policies

Current and you are renewing it for the next policy term OR rewriting it mid-term iii. Update Existing Policy – NOT APPLICABLE AT THIS TIME

b. Policy – using drop down select the appropriate policy type


c. Complete Description with lines of coverages that pertain to this policy or adding to an

existing policy

d. Add Policy Number or TBD

e. Complete Effective & Expiration date Note: This gives you the opportunity to change the dates that were on the submission

f. Update Stage to “Submitted” if bound or “Issued” if policy/endorsement has been received NOTE: Do NOT Use “In-Process” at this time.

g. Structure will automatically default , change, if needed. h. DO NOT CLICK MOVE OR FINISH AT THIS POINT, SEE ADDITIONAL STEPS BELOW i. Click on Lines Tab

9. Click on Lines Tab

a. Highlight the first line of coverage to be added to the policy you are creating:


b. Click on Add to this Policy, Add to Different Policy or Do Not Add to Any Policy

Add to this Policy – Click this selection for EACH line of business to be included in the policy you are creating. Add to different policy – Click this selection for EACH line of business that will be on a separate policy Do not add to any policy – Click this selection for EACH line of business that IS NOT WRITTEN at this time.

c. Line of Business – this box will activate when you select “Add to this policy” in step above. Complete fields as needed:

i. Service Summary – will default automatically

ii. Status – Using drop down change to New Policy or Renewal

iii. Profit center – defaults to General Business iv. Issuing Company will default from submission - use drop down to change to the

actual issuing company if necessary v. Premium payable – defaults automatically to CA (carrier)

make changes if necessary vi. Payable Contract – defaults, but confirm

vii. Estimate premium – add the estimated line of business premium, i.e. Property,

GL, etc.not policy premium d. Line Commission viii. Default commission agreement

– Click this box. Carrier commission


agreement will pre-fill. If Commission percentage does NOT prefill, complete the following fields:

ix. Select Type Flat Fee or Percentage of Premium

x. Percentage

xi. Amount e. Line Estimated Premium/Commission

i. Premium/Commission – add the estimated line of business premium, i.e. Property, GL, etc. not policy premium then click the Calculate link to the right of the Commission field

f. Repeat steps under step 7 for each line of coverage for the policy g. Once all lines detail has been completed, click back on the Policy Tab and under the

Policy Premium/Commission section, click the Calculate links to the right of both the Estimated Premium & Estimated Commission fields

10. Under Attachments Tab h. Leave AS IS – Not Applicable at this time.

11. Under Activities Tab i. Close any Open Activities associated with this submission as Successful

12. Click Move if you are moving lines of coverage to more than one policy 13. Update Submission Status box appears,

if using MOVE, just click Finish. If last line being created, change to Completed, click Finish 14. Repeat steps 6 through 9 for each additional policy that needs to be created. 15. On the last policy to be created, if you want to manually move the Marketing Submission

and all related carrier submissions to marketing history, mark the box to “Move”


16. Once all policies are completed, click Finish 17. The Add an Activity box appears with BINO automatically defaulting. Click Finish. This

activity will be created for EACH policy being created.

Binding Coverage with Carrier – Epic Marketing

1. If using Epic Marketing, and NO Epic attachments need to accompany binding email to carrier, compose & send your email in Outlook then drag & drop the email to the BINO activity for the policy being bound in Epic

a. Attachment Detail box pops up. Complete the description field (select & copy) and select appropriate attachment folders per workflow.

b. Click Finish c. Right click on the BINO activity & left click on Add Note & paste copied attachment

description. 2. If using Epic Marketing, and IF Epic attachments need to be sent with the binding email:

a. Click on Attachments and while holding down the CTRL key on your keyboard, select each Epic attachment that needs to be submitted to the carrier with the bind coverage

email. b. Right click on the attachments & then left click Send via Email

c. The “TO” field on the email will pre-populate to the customer’s main contact; remove &

replace with the carrier’s underwriter email address

d. Enter Client Name and other pertinent information in the Subject line e. Compose body of email providing binding instructions to the carrier.


f. If additional attachments are needed that are held outside of Epic, click the black

paperclip which allows you to browse your network drives to insert a file g. After email is complete, click SEND h. Attach To screen will appear

i. Type defaults to Client

ii. Code defaults to Account Code iii. Attach To defaults to Account

change to Activity & click the

Search icon iv. Select the BINO activity for the policy you are binding. v. Click Finish

vi. Complete Description – Year / Bind request to carrier / line of coverage(s)

vii. In Detail section select the appropriate folders – Policies/ Binding

Documentation

viii. Received date – defaults to current date

ix. Click Finish x. Locate the BINO activity & right click, then left click on Add Note.

xi. Paste Attachment Description you copied into the Note field xii. Click Finish.

Add Policy/Lines of Business 1. Locate Account

2. Click New on the Options bar & select Policy or click on Policies in Navigation panel

and click the add icon 3. Policy Detail section:


a. Select either Contracted (Policy is already bound with carrier)or Prospective (Quoting an

additional line(s) of business on existing account.) b. Click in the Type section from the drop-down menu and choose the applicable coverage

type c. Tab to the Description field and make any necessary changes to the Defaulted Description d. Tab and enter policy # if applicable/available in the Policy # field e. Tab and enter the policy Effective and Expiration dates by either typing the dates or by

using the drop-down menu for the calendar TIP: If typing the dates, it is only necessary to type six digits i.e., 060113 and the system

will convert to 06/01/2013

4. Tab to the Structure section, which will pre-fill if you have the ‘Add Policy’ defaults set a. Tabbing will bring you to the Agency field. If the default information is not correct, click

on the drop down menu and choose the correct Agency. b. Tab to the Branch section and confirm that the default information is correct, utilizing the

drop down menu to correct the Branch if necessary. 5. Tab to the Department field and confirm that the default information is correct, using the drop

down menu to correct the Department if necessary. 6. If Contracted, complete the Policy Estimated Premium/Commissions section. 7. Tab to the Lines of Business section:

a. If the policy is a mono-line policy, the Line field will populate with the same type as the

Policy Type field. Select different type by using the drop down menu. If the policy type is designated as a Package, you will need to use the drop down & select a coverage that will form a part of that package policy.


b. Tab to the Status field, select the applicable status from the drop down menu – use QUO for prospective business and other valid statuses for contracted policies (ie, NEW, REN, BOR, etc)

c. Tab to the Issuing location field. Issuing location defaults based on account mailing address. Change is necessary.

d. Tab and select whether Agency Bill or Direct Bill e. Tab to the Profit Center (REQUIRED) field and confirm that the default information is

correct, using the drop down menu to change if necessary (Profit Centers correspond to the Producer or Producer combination – see List)

f. If Contracted, tab to the Issuing Company field and make your selection from the drop down menu

g. If Prospective and PPE is known or Contracted, tab to the Premium payable field, select the type of PPE (CA – Carrier or BR – Broker) and make your selection from the drop down menu. NOTE: If the Issuing Company is for standard market, the PPE (CA) will pre-fill. NOTE: Wholesalers are considered Brokers

8. If Contracted, tab to the Line Commission section (Complete if Contracted)

a. Click the Default commission agreement box b. Verify the information that pulls in and modify if necessary.

i. If the type selected is $ (Flat Fee) tab to the Amount field and make your entry in dollars and cents. TIP: When the amount is a Whole dollar, there is no need to enter the decimal (if the commission amount should be $1500.00, it would be entered as 1500)

ii. If the type selected is %(Percentage of premium)tab to the Percent field & enter the percent

8. Click on Detail at the bottom of the screen

9. Under the Billing tab 1. If Contracted, click on the Billing Plan field and select the correct option by using either

the drop down menu and choosing a specific plan, or by clicking on the Financed box

2. Tab to the Send Invoice To section and make changes if necessary. Refer to Managing

Contact procedures. NOTE: If Account/Policy is brokered, change Type to Broker and using the dropdown, locate & select the appropriate broker.

11. Under the Servicing tab make any applicable changes or selections that apply at line level for Servicing Roles (ie, if CL, select Commercial CSR)..

12. If Contracted, under the Pr/Br Commissions tab add Brokers / Producers

associated with the policy by clicking on the New icon


NOTE: If account is Brokered, you will see a BREC and the broker selected on the Billing tab. This BREC account should always be order “0”. a. Select Pr/Br type, and select appropriate code:

i. PPAY for a Agent who will receive commission ii. BPAY to enter a Outside Producer who will receive commission (USE only with

Accounting Dept approval. b. If Commission Agreements doesn’t default, click the drop & select the appropriate

agreement. c. The commission Type, Percent will automatically complete. d. Select the appropriate Production Credit % as directed. Production Credit field

must equal 100% no matter how many Producers are listed.

e. Click the Add icon for additional Producers that will receive commission on

this policy or click Finish if complete.

13. Under the Categories/History tab enter any applicable Line Agency Defined Categories and add any comments necessary in field provided. History will reflect Agency First Written date based on policy effective date.

14. If not ready or do not need to enter Application Detail, close out of the Policy Detail by clicking

on the X in the Navigation Panel . Leave Policy In Process. 15. If you are ready to enter application detail, click on the line of business in the Navigation Panel

to expand the application.


16. Refer to Entering Application Detail - General Navigation to guidance in completing

applications. 17. Click the “X” in the Navigation Panel to exit the Policy. Leave “In Process” until application

details are complete, click Finish.

Adding a Package Policy

1. Follow the steps for Add Policy/Lines of Business 2. For Type section, select PCKG Commercial Package, PPKG for Personal Package.

3. In the Line of Business section select your first Line of coverage in the Package policy

4. Complete all fields as outlined in Add Policy/Lines of Business

5. Click on Detail at the bottom of the screen

6. Opens to Servicing/Billing in the Navigation Panel , click on Line

7. Under the Line of Business section click the Add icon


8. Select the appropriate Line from the drop down menu

9. Click the Add icon for additional lines to add, repeat until all applicable lines of coverage have

been added for the Package policy 10. Click Finish

Note: Under all the tabs you have

the option to click on Apply to All Lines (on the right hand side) which enables you to update the information at one time in lieu of each line separately

11. Complete all fields as outlined in Add Policy/Lines of Business

If Signed Applications Are Required

1. If quoting on company website, print applications from company website for client signature OR

2. If completing applications in Epic, when all detail entered, Action, Review Application from Policy Actions menu. a. Complete Distribution Manager details as needed to manage what applications are printing

and if you need to print a hard copy or email to client.

b. Click Finish

Changing Policy from Prospective to Contracted

1. From Account, Policies – Current/Renewed View, select policy 2. Click Actions, Change Policy Prospected/Contracted Status 3. Click YES to verify the change in policy status to Contracted.

Once All Detail is Complete – Update to Submitted / Pend for Policy

1. Once all necessary application detail is complete & coverage has been bound with carrier 2. Select Policy 3. Click Action: Updated Stage to Submitted 4. Click Finish


5. Activity Box appears. Select BINS activity. Activity is open with 45 Days F/U.

6. Click Finish

Renew Policy – Non-Marketed or Automatic Renewal

1. Locate Client

2. Click on Policies on the Navigation Panel 3. Highlight the policy to renew under Policies – Current/Renewed

4. Click on Actions icon select Renew 5. If Commercial Lines Automatic Renewal, click Finish & skip to step #7 6. Policy information will automatically default, make necessary changes by using the drop down

menu next to each item

a. Type


c. Update Policy number d. Effective & Expiration Date will default to next term dates

. Update as needed. e. Agency, Branch, Department will default - use drop down menu to change to Branch or

Departments - Benefits, Commercial Lines, Personal Lines

f. Estimated Premium / Commission complete with estimated premium/commission

amount for the policy.


g. Line Detail - Check lines of business to carry forward into renewal policy

Highlight a line of coverage

i. Line– defaults to coverage selected

ii. Status– Using drop down select REN – Renewal

iii. Click either Agency or Direct Bill iv. Profit Center – defaults to General Business or use drop down to change

v. Issuing Company – writing company

vi. Premium payable – who we pay

h. Line Commission

i. Mark the Default Commission Agreement box – commission percentage should default. Update if necessary.

ii. Select Type Flat Fee or Percentage of Premium

iii. Percentage

iv. Amount i. Repeat steps under g. & h. for each line of business

6. Click Detail 7. Update applications with current exposure information received from Client / Broker - Refer

Back to Entering Application Detail - General Navigation 8. When exiting applications, the In Process Policy screen will appear

a. If policy editing is not complete OR coverage not bound, click No, leave In Process

b. Click Finish

If Renew Policy – Non-Automatic / No Quote Needed or Non-Download a. Select Policy b. Click Actions, Update Stage to Submitted c. Activity Box appears, select RENP activity.

d. Click Finish

If Renew Policy – Submit to Incumbent for Quote

4. If submitting to incumbent carrier ONLY for renewal quote, will use Action, Review Application from Policy Actions menu.

i. Click Finish


ii. Activity Box appears, RENQ activity is automatically selected.(for Renewal, obtaining quote with incumbent carrier only)

iii. Click Finish

11. Repeat the above steps for each policy that is renewing automatically or with no marketing. 12. Refer to Policy Review Process if policy has been received prior to renewal date

Generating a Summary of Insurance

1. Locate Client

2. Click Policies on the Navigation Panel 3. Highlight the Policy

4. Click On Demand on the Options bar , select Summary of Insurance 5. Summary of Insurance screen will appear

a. Choose Coverage Effective as of

b. Choose Page Break option

c. Click Add icon to add additional Lines of Business or Delete icon to remove any d. Highlight each line & make changes to Change line template, if necessary

e. Choose Coverage Page Not available currently

f. Click Finish 6. Attach To screen will appear

a. Complete Description field

b. Choose Folder- Proposals

c.

d. Received date will default to current date, change if necessary

e. Add any Comments necessary

f. Click Finish 7. Document will open in Word (if enable/disable macro pop-up box appears, click enable)

a. Make any necessary changes b. Print document, if necessary


a. Click Add-Ins

b. Click Applied c. Click Save & Exit


d. Save Document screen will appear, click Yes – to save as attachment in Epic

Policy Review Process

1. Locate Client

2. Click Policies on Navigation Panel

3. Highlight policy under Policies – Current/Renewed if Package then

highlight line of coverage

4. Click Actions Icon select Issue/Not Issue Policy

5. Add Policy number if necessary 6. Verify Effective & Expiration dates are correct, if necessary correct them

7. Under Line Tab a. Select Line of Business

b. Select the Issue Button c. Confirm the Issuing company &Premium Payable are correct, correct as needed

d. Confirm Status is correct, if necessary correct it NEW or REN e. Repeat above steps for each line of business if a Package Policy

8. Under Close Open Activities tab Change status to Closed Successful for all

open activities

9. Enter Policy Premium in the Actual Cost Field 10. Under Supplemental Screens tab – Not available currently


11. Click Finish 12. Review policy with quotes, proposal, last year’s policy by line of business to verify accuracy. 13. If discrepancies then refer back to Endorsement Step by Steps - Endorse Existing Line 14. Add Note to POLR activity outlining discrepancies during policy review.

Non-Renewal – Updating Policy Status

1. Locate the client, click on Policies in the Navigation Panel 2. Highlight policy

3. Click on Edit icon 4. Click on Serving/Billing, highlight Line on Navigation Panel

5. Under Line tab change the Status to Non-Renew (NRC, NRI, NRO or NRP)

6. Click on the X in the Navigation Panel to close the policy

Endorsements: Review Existing Policy Coverage How to Access Application

1. Locate the client (Refer to Locate an Existing Account) 2. Click on Policies in the Navigation Panel and highlight the policy to be endorsed

3. Click the Edit icon & the Navigation panel will open up and display the various sections of the application


4. Review Existing Policy information to determine the specific coverage that will be affected by

the change 5. Select the appropriate section to review from the list in Navigation panel. The available sections

of the application will vary based on the line of business.

Endorsements: Actions – Endorse Existing Line/Endorse-Add Line Endorse Existing Line

1. Locate the client Refer to Locate an Existing Account 2. Click on Policies in the Navigation Panel and highlight the policy

3. Click on the Actions icon in the Options bar , select Endorse/Revise-Existing Line(s) 4. Enter the Effective Date of Change 5. Tab to the Description field and enter a brief description of the endorsement that is being

processed

7. Click Detail

8. If the workflow designates, on the Navigation Panel select the appropriate section(s) to update with the change


9. Close by clicking on the X in the Navigation Panel 10. The In Process Policy screen will be displayed

11. If Policy Change Made Online, regardless if Endorsement will download, select Yes, Perform

Action & select Update Stage to Submitted. 12. If ACORD Change Request needs to be submitted to Carrier, Click on the Yes, perform action

radio button & select the Submit Change Request

13. Click Finish

Note: Refer to Submit ACORD Change Request To Carrier or Update Stage to Submitted – Submit Online but No Download from Carrier procedures based on whether the endorsement is actually sent to the carrier or not. This would depend on the online abilities.

14. If Selecting Update Stage to Submitted, Add an Activity screen will appear a. Code using drop down button select either CHGR for Change Request uploaded to carrier

website based on the endorsement action b. Complete Description c. Who/Owner defaults d. Follow up/Start date to defaults based on Activity Code Selected e. Notes – paste description from step above

f. Leave Open


g. Click Finish Endorse Mid Term – Add Line

1. Locate the client Refer to Locate an Existing Account 2. Click on the Policies in the Navigation Panel and highlight the policy

3. Click on the Actions icon in the Options bar , select Endorse/Revise-Add Line Midterm 4. Enter the Effective Date of Change 5. In Description field enter a brief description of the Line of Coverage that is being added

6. Line of Business section, click on the New icon

7. Select the new line of business from the Line drop down menu

8. Add the commission percentage 9. Verify all the default information and update if needed

10. Click on the Detail button 11. Policy detail for the new line of business in the Navigation Panel will open up

12. Complete the application

13. Close by clicking on the X in the Navigation Panel 14. The In Process Policy screen will be displayed


a. Click on the Yes, perform action radio button & select the appropriate action

i. Issue/Not Issue Endorsement ii. Submit Application

iii. Submit Change Request iv. Update Stage to Submitted

b. Click Finish Note: Refer to Submit ACORD Change Request To Carrier or Update Stage to Submitted – Submit Online but No Download from Carrier procedures based on whether the endorsement is actually sent to the carrier or not. This would depend on the online abilities.

Endorsements: Actions – Submit Change Request OR Update Stage to Submitted

Submit ACORD Change Request To Carrier

Following the procedures for Endorse Existing Line or Endorse Mid Term – Add Line, you will need to determine if the ACORD Change Request is to be transmitted to the carrier. If generating and submitting the change request: 1. On the In Process Policy screen, click on the Yes, perform action radio button and select Submit

Change Request from the drop down menu

2. Click Finish 3. Submit Change Request screen will appear

4. On the Detail tab the Issuing Company and Premium Payable will default. Select the Underwriter if needed.

5. The information in the Producer section will default IF there is a scanned signature on file for that producer.


6. The Line(s) of Business tab displays all lines that will be affected by the Change Request.

7. Under the Forms tab select the forms that are to be submitted.

Use the Select/Unselect All or unmark/mark the boxes to the left of each form to identify what forms will be included in the Submitting the Change Request.

8. Under the Remarks tab add any additional remarks / information that are to be

printed on the ACORD form by utilizing the Add icon Note: This section can be used to add additional info that doesn’t fit in the fields on the Charge Request Form

9. Under the Organization Contact Tab is where you validate your agency information that will

appear on the change request

10. Under the Distribution Tab Delivery Options :

a. Change Notification Settings will default


b. Select Contact by using the spyglass button or manually enter the contact name

c. Via field choose desired method– Email, Fax, Print i. Printer (either actual printer or .pdf printer (see below)) will need to be selected

if Print option is selected

ii. Email – type in email address of recipient

iii. Fax – type in fax number of recipient iv. If Emailing or Faxing via Distribution Manager,

1. Email/Fax Detail – complete subject line & message box

2. Fax Options – Select a Cover Page if necessary

d. Click Finish 11. Add an Activity Screen will appear

a. Code – Defaults to CHGR b. In Description replace “Describe Change” by stating what the change is c. Who/Owner defaults d. Follow up/Start date defaults to 45 days e. Notes – paste description from step above

f. Leave Open

g. Click Finish 12. NOTE: If need to combine other forms with the Change Request when submitting to the

carrier, print as a pdf by selecting Adobe Printer or CutePDF Writer

i. Click finish

ii. When the Save As screen appears click Cancel

iii. Under Attachments in Navigation Panel highlight item

iv. Right click & select Send via Email

v. Complete Email Detail screen & send vi. Attach to box appears, select Activity & select existing CHGR activity.

vii. Click Finish 12. Once Endorsement is Submitted, the Service Summary row on the Policies screen will now read

Submitted


Update Stage to Submitted – Submit Online but No Download from Carrier Following the procedures for Endorse Existing Line or Endorse Mid Term – Add Line, you will need to determine if the ACORD Change Request or Change Request generated outside of Epic is to be transmitted to the carrier. If the change is being submitted to the carrier ONLINE, but the carrier does not download, you still need to update the application with the changes. 1. On the In Process Policy screen, click on the Yes, perform action radio button and select Update

Stage to Submitted from the drop down menu

2. Click Finish 3. Update Stage to Submitted screen will appear, select line(s) of Business

4. Click Finish 5. Add an Activity Screen will appear

a. Code – select CHGC by using drop down button b. In Description replace “Describe Change” by stating what the change is c. Who/Owner defaults d. Follow up/Start date defaults to 30 days

e. Leave Open unless no follow up is need then use Status Closed Successful f. Notes – paste description from step above

g. Click Finish 6. The Service Summary row on the Policies screen will now read Submitted


Update Stage to Submitted - Submit Online WITH Download from Carrier

1. Locate the Client Refer to Locate an Existing Account 2. Click on Policies in the Navigation Panel& highlight the policy

3. Click on the Actions icon in the Options bar , select Endorse/Revise-Existing Line(s) 4. Enter the Effective Date of Change 5. Tab to the Description field and enter a brief description of the endorsement that is being

processed

7. Click on the Detail button, which will take you to the Policy detail

8. Do Not Update Applications - Close by clicking on the X in the Navigation Panel

9. On the In Process Policy screen, click on the Yes, perform action radio button and select Update

Stage to Submitted from the drop down menu

10. Click Finish 11. Update Stage to Submitted screen will appear, select line(s) of Business

12. Click Finish 13. Add an Activity Screen will appear


a. Code – select CHGR by using drop down button b. In Description replace “Describe Change” by stating what the change is c. Who/Owner defaults d. Follow up/Start date defaults to 30 days

e. Leave Open f. Notes – paste description from step above

g. Click Finish 14. The Service Summary row on the Policies screen will now read Submitted

Endorsements: Actions – Issue/Not Issue Endorsement

Issue Endorsement

1. Locate the client Refer to Locate an Existing Account 2. Click on Policies in the Navigation Panel and select the policy 3. Select the appropriate Service Summary Row

4. Click on the Actions icon in the Options bar , select Issue/Not Issue Endorsement 5. Highlight the applicable line(s) of business

6. The Issue radio button will default to Issue 7. Click on the Close Open Activities tab and highlight the any Open Activities 8. In the Open/Close section, click on the Closed radio button in the Status field. The Closed field

will default to Successful 9. Enter the Endorsement Premium in the Actual Cost Field

10. Repeat as needed for each open CHGC/CHGR activity related to the received endorsement

11. Click Finish 12. The Service Summary row on the Policies screen will now read Issued


Do Not Issue Endorsement

In the unlikely event the insured no longer wants the change that has been submitted:

1. Locate the client Refer to Locate an Existing Account 2. Click on Policies in the Navigation Panel and select the policy 3. Select the transaction from the Service Summary row

4. Click on the Actions icon in the Options bar , select Issue/Not Issue Endorsement 5. Highlight the applicable transaction

6. The Issue radio button will default, click on the Not Issued radio button 7. Click on the Close Open Activities tab and highlight the applicable Open Activity 1. In the Open/Close section, click on the Closed radio button in the Status field. The Closed field

will default to Successful

10. Click Finish 11. The Service Summary row on the Policies screen will now read Not Issued

Service Summary Comparison

1. Locate client

2. Click Policies on Navigation Panel &highlight policy

3. Click On Demands on the Options bar & select Service Summary Comparison 4. In Compare section select Line & highlight the Service Summary Row


Note: Click if you need to include rows replaced by download 5. In To section confirm the Line & select the Service Summary Row to compare to

6. Select Printer

7. Click Preview to review and/or Finish

Policy Period Changes 1. Locate the client Refer to Locate an Existing Account

2. Click on Policies in the Navigation Panel , highlight the policy or line of business if a Package

3. Click the Actions on the Options Bar , select Change Effective/Expiration Dates 4. Change Effective/Expiration Dates box appears

5. Change each date field as needed for the desired policy term.


6. If the change is applicable to anything other than initial service summary row, click Apply To & select which service summary rows to apply the changed dates to.

Click Finish

7. Service Summary rows will reflect updated policy period & effective dates

Audits Audit Received - Updating Expired Policy with Audit Details

8. Locate the client Refer to Locate an Existing Account

9. Click on Policies in the Navigation Panel , highlight the policy or line of business if a Package

10. Click the Actions on the Options Bar , select Endorse/Revise-Existing Line(s) 11. Enter the Effective Date of Change (for Term Audit, this will be the effective date of the policy

term you are updating) 12. Tab to the Description field and enter audit premium amount and a brief description of the

audit that is being processed, i.e. 11/12 WC Term Audit

13. Click Detail to open the Policy on the Navigation Panel

14. Close by clicking on the X in the Navigation Panel 15. In Process Policy screen will appear, click Yes, perform action radio button and select Issue/Not

Issue Endorsement from the drop down menu


16. Click Finish, which will bring you to the Line Detail section

17. The Issue radio button will default to Issue

18. Click Finish a. If this is an Agency Billed Audit, see Invoicing – Agency Bill - Audit Transactions

Cancellation Cancellation – Actions: Cancellation

1. Locate the client Refer to Locate an Existing Account 2. Click on Policies in the Navigation Panel and select the policy that is being cancelled

3. Click on Actions in the Options bar , select Cancel NOTE: The policy must be in the Issued stage in order to process the cancellation

4. Defaults to Cancellation Request 5. Enter Cancellation effective date or use the calendar from the drop down menu

7. Description - enter the reason for cancellation

8. Verify that the correct policy is selected in the Line(s) of Business section

9. If Actions: Cancel is for DNOC (Non-Pay or U/W Reasons) or Lost by BOR, Click Finish 10. If Need to Generate LPR, refer to next steps.

Cancellation: To Create LPR for Cancelled – Client Request

11. Actions: Cancel as above completing Cancellation Effective and Description fields

12. Click Detail 13. Select the Cancellation Reason from the drop down menu.

Note: A reason must be selected in order for you to cancel the policy

14. Select the Method of Cancellation & check if the Premium calculation subject to audit

15. Click on the Addl Interests or Remarks sections in the Navigation Panel to add information if

needed


16. Click the X in the Navigation Panel to close 17. The Service Summary row will now indicate that the Cancel is In Process

Cancellation: Print Lost Policy Release for Client Signature

1. Highlight the policy in the Policies-Current/Renewal section

2. Click Print on the Options Bar &select Cancellation

3. Confirm that the Branch radio button is selected 4. On Detail tab the Company section, click on the correct radio button for either the ICO (Issuing

Company) or PPE(Premium Payable)

5. In the Agent section select Agent Code from the drop down menu 6. Click on the Forms tab and verify that all of the necessary forms are attached.

7. Click on the Distribution tab , Via select Print & Printer

8. Click Finish Cancellation: Lost Policy Release to Carrier

1. Click Attachments on the Navigation Panel 2. Highlight the attachment, right click on it & select Send via Email send to Carrier


3. Complete the email & send 4. Attach To screen will appear

a. Attach to existing CANI Activity

b. Complete Description then copy

c. Select appropriate Folders d. Click Finish

4. Open CANI Activity

a. Click the Add icon to add Notes paste description from step above

b. Click Finish Cancellation: Actions: Issue Cancellation

1. Locate the client Refer to Locate an Existing Account 2. Click on Policies in the Navigation Panel and highlight the policy that is being cancelled 3. Drag & Drop Cancellation Confirmation (Not Applicable to Business Lost by BOR)

4. Click Actions in the Options bar , select Issue Cancellation

5. Confirm the Expiration is updated to reflect the Cancellation date 6. Status description – using the drop down menu update the Policy Status to reflect Cancelled &

Applicable Reason - Refer to workflow for proper use of Cancellation and Expired Status Codes

7. Under the Close Open Activities tab update any Open Activities to reflect Closed Successful

8. Enter any applicable Notes

9. Click Finish 10. Review the Service Summary row to verify that the Stage indicates Cancelled

Cancellation: Update Policy Status – If Not Previous Done

1. Locate the client Refer to Locate an Existing Account


2. Click Policies in the Navigation Panel &highlight the policy to update

3. Click on the Edit icon to open 4. In the Navigation Panel, click on Servicing/Billing, then Line

5. Under the Line tab, click on the drop down menu in the Status field and select the appropriate

cancellation status

6. Close by clicking on the X in the Navigation Panel

Cancellation: Reinstatement

NOTE: Service Summary Stage musts be Cancel / Issued in order to process reinstatement in Epic. 1. Locate the client Refer to Locate an Existing Account 2. Click on the Policies tab in the Navigation panel and highlight the policy that is being reinstated

3. Click on Actions on the Option Bar , select Reinstate 4. Verify the Effective date of the Reinstatement

5. Enter a Description 6. In the Status field, select either New (still in first year) or Renewal from the drop down menu

7. Click Finish

Cancel / Rewrite – No Marketing

1. There is no Rewrite Action in Epic; to rewrite: 2. Confirm that the policy has been canceled in Epic

3. Confirm the expiration date in Epic matches the canceled date

4. Confirm that the Policy Status reflects a Cancellation Status 5. Highlight the canceled policy


6. Click Actions 7. Select Renew

8. Update Policy Number

9. Update Effective and Expiration Date

10. Manually update the Policy Status to REW

11. Click Detail to access policy applications 12. Update application detail as needed 13. Exit the applications – In Process box appears

a. If Policy has been Received OR Coverage Bound, Click Yes, perform action - using the

drop down select one of the following: i. Issue - if policy has been received

ii. Submit Application – DO NOT USE iii. Update Stage to Submitted - if coverage has been bound, policy not received

b. Click Finish c. If selected Update Stage to Submitted, Activity Box appears, select BINO activity d. Click Finish

14. Continue following the Renewal workflow

Account Lost – Inactivate Account

1. Once an entire account is lost (regardless of reason), where Specific Workflow indicates,

Inactivate the Account

2. Locate Account

3. Click Actions: Inactivate / Reactivate Account

4. Inactivate Account Box appears. Click the Dropdown & Select Appropriate Reason


5. Click Finish

6. If certain conditions exist on the account, an Inactivate Account Error Message appears:

7. Click OK – Inactivate Action is ignored

8. If there is an agency bill balance, open claims or other pending items, update specific Workflow

activity to follow-up on pending items and inactivate the account. Extend F/U # of Days to 30

9. Once all open items have been addressed, repeat the above process to inactivate the account.

Generate Receipt for Payment 1. Locate Client

2. Click Print on Options Bar

3. Select Receipt for Payment

4. Receipt for Payment detail screen opens. Enter Amount of Payment, and select receiving

agency & branch if they don’t default.


5. Click on the spyglass in the Policy field to select the policy the payment will be applied towards:

6. Select the policy & click Finish (you can click “Include History” if not the policy you are receiving

payment for is not displayed).

7. Select Method of Payment:

8. Complete the Payment ID (check#, if applicable) and Payment Date fields


9. In the message field, click the “Select Message” link

& select the zFOR RECEIPT message. Click Finish. Place cursor at beginning of inserted message

and delete the words “ZFOR RECEIPT”

Click

Enter once then enter the details of the client payment:

a. Check # and Payor (if different than client)

b. CC Type, last 4 digits of card number and Payor (if different than client)

10. Select & copy the Details of Payment you entered in Message box (circled example above)

11. In the transaction area, complete the description field by pasting the copied message:

12. All other fields should be automatically completed for you.


13. Click the Distribution tab

14. Select who & how you want to Distribute the Receipt, select printer if hard copy needed

15. Click Finish button when complete.

16. The Activity detail screen opens, CASH activity code is automatically selected

17. Paste the copy payment details into the Activity Description field

18. Click the “Closed” button

19. Enter amount of payment in the Actual Cost field.

20. Click Finish.

21. The receipt will generate:

22. The CASH activity displays in the client’s activity list with the message detail you copied to the

activity description field:


Proofs

Proofs – Binders

Create a New Binder


2. Click Proofs of Insurance on the Navigation Panel Note: The Navigation Panel will expand to display the options available and any Binders, Certificates or Evidences of Property that have been created

3. Click Binders

4. Click the Add button to create a new binder

a. Add Description – Year, Binder, Coverages b. Select the Line of Business

c. If additional lines are to be included click the box

5. Click Detail at the bottom of the screen c. If additional lines was selected a pop-up box will appear

i. Click the appropriate lines

ii. Click Finish

d. Confirm the Effective date of coverage e. Expiration date will default to 60 days from the effective date

f. If applicable, click the box indicating the binder is extending coverage per the expiring

policy and enter the policy number

g. Select the Named Insured if different from the named insured listed using the spyglass

button

6. Click Description of Operation on the Navigation Panel h. Enter wording that should appear on binder


7. Click each applicable line(s) of coverage listed on the Navigation Panel, if applicable

i. The coverage limits will default from line of business to binder j. Confirm the coverage limits/deductibles, etc. are correct

8. Click on Special Conditions / Other Coverages This is a freeform field

if needed

9. Click Additional Interests on the Navigation Panel Note: Most users will not use this feature but will issue Certificates instead

k. Click the Add icon l. Enter the name of the certificate holder or look up the using the spyglass button in the

lookup code field or the name field; otherwise, enter the holder information

m. Choose distribution method for holder i. Email

ii. Fax iii. Print


n. Click the Add icon o. Enter a description

p. Enter any notes on the right side of the screen

q. Indicate if notes are to appear on the binder

11. Click Actions from the Options Bar 12. Select Issue Binder 13. Issue Binder screen will appear – Select Branch

14. Check the Print binder conditions page

15. Check if necessary 16. Highlight the requested binder


17. Under the Additional Interest Distribution tab 18. Select the party(ties) to receive the binder

19. Click Change Notification Settings to change from the default of Notify

if successful or unsuccessful, click Finish

20. Select the applicable Agent’s signature from the drop down menu under Scanned Signature

21. Select the method of distribution (Print, Fax, Email) & complete the distribution information –

including email subject and message if applicable d. Printer will need to be selected if Print option is selected

e. Email – type in email address of recipient

f. Fax - fax number of contact listed will default, change if necessary 22. Email/Fax Detail – complete subject line & message box

23. Email/Fax Options

r. Senders email address or fax number will default

click Change Sender to select another The Agency Person’s email address or fax number

s. Fax – Cover Page will default to Basic Fax Coverage, Preview to review it

24. Scheduling Section – select to send now or click schedule to delay the

transmittal to a future date / time

25. Click Preview to review the binder

26. Click Finish to complete and send 27. Add an Activity screen will appear –

t. Code will default to BIND u. Description – complete with line(s) of business v. Who / Owner will default to AM w. Activity automatically set to close


x. Note – copy Description from step above y. Click Finish

Close a Binder

Locate the account in Epic

Click Proofs of Insurance on the Navigation Panel

Click Binders

Highlight the Binder to close

Click Actions from the Options Bar , select Close Binder

Close Binder screen will appear a. Complete Closing Description

b. Enter Disposition by using the drop down option

i. Binder Cancelled

ii. Binder charge is made – binder expired

iii. Binder dropped without coverage

iv. Binder is extended by a new binder

v. Replaced by a policy

c. Click Finish

Proofs - Certificates of Liability

Create a New Certificate


2. Click Proofs of Insurance on the Navigation Panel This will expand the Navigation Panel to display the options available and will display any Binders, Certificates or Evidences of Property that have been created.

3. Click Certificates in the Navigation Panel

4. Click the Add icon to create a new certificate a. Select Type of certificate - Certificate of Liability Insurance

b. Under Title enter name to identify the specific certificate

5. Click Detail at the bottom of the screen

6. Insured on the Navigation Panel will appear confirm the Name &

Address are correct under the Insured section

7. Click on General Liability on the Navigation Panel (if applicable)


a. Click on the Add icon under Available Templates b. Select the appropriate policy using the drop down menu for Line of business

the coverage limits/deductibles will pull from the policy application selected i. To expand your choices to include all expired General Liability policies check to

Include History box ii. To expand your choices to include all expired lines of business check to Include all

lines of business box

c. Select the Service summary line using the drop down menu policy changes will be reflected by the different service summary numbers

d. Enter a specific Description for the template

e. Check Default template – to make this template the default

f. Type of Insurance section will populate from the policy you chose

g. Limits section will populate from the policy you chose

8. Click on Automobile Liability on the Navigation Panel (if applicable)


the coverage limits/deductibles will pull from the policy application selected i. To expand your choices to include all expired Automobile policies check to Include

History box ii. To expand your choices to include all expired lines of business check to Include all






g. Limits section willpopulate from the policy you chose

9. Click on Excess Umbrella Liability on the Navigation Panel (if applicable)


the coverage limits/deductibles will pull from the policy application selected


i. To expand your choices to include all expired Excess Umbrella policies check to

Include History box ii. To expand your choices to include all expired lines of business check to Include all






g. Limits section will populate from the policy you chose

10. Click on Work Comp Employers Liability on the Navigation Panel (if applicable)


the coverage limits/deductibles will pull from the policy application selected i. To expand your choices to include all expired Work Comp Employers Liability policies

check to Include History box ii. To expand your choices to include all expired lines of business check to Include all





f. Type of Insurance section Select Yes or No if Officers, etc. are excluded

g. Limits section willpopulate from the policy you chose.

i. Check for Workers compensation statutory limits

11. Click Description of Operation on the Navigation Panel a. Enter wording that should appear on all certificates* (Leave blank if only holder specific

wording should appear)

b. *If Certificate will reflect insurance written through a Surplus Lines Broker, surplus lines

wording must be inserted at this level. Click Surplus Lines Wording to open protected word document. Select wording for specific Broker and copy. Paste into Description of Operations field.


NOTE: Click on Copy from another certificate to copy standard wording from another Master certificate.

12. Click Attachments on the Navigation Panel for documents to be attached to standard certificates

a. Click on the Add icon to attach an email, existing document and/or existing file.

b. Attach an Email – click Continue

c. Attach an Existing Client Document – click Continue i. Select the document(s) you want from the list or use “Search Where” which allows

you to filter the list of documents that exist on the client itself ii. Use drop down to narrow your search

iii. Once desired attachments are completed then click finish

a. Attach Existing File – click Continue i. This will allow you to attach a document from anywhere in your network

ii. Click Browse& select file location, click open iii. Change description if needed

e. Click Finish

f. Click Finish g. Repeat for any additional attachments

13. Click Holders on the Navigation Panel NOTE: To Import a List of Holders (from .csv or .xlsx file) see Importing Holders


b. Under the Holder/Templates tab Enter all the Certificate holder information or use the spyglass in the Lookup code field or the Name field

c. Choose Distribution method for holder using the drop down menu


d. Under the Templates for this Holder the default limits will automatically appear. Using the drop down menu you can change the coverage templates as needed. If the request limits are not available, return to the coverage tab and create a template with the

appropriate limits.

14. Under the Description of Operations tab a. Enter holder specific wording

b. Enter description explanation in the Summary field

15. Under the Documents Attached tab using the Add icon attach any necessary documents for this specific holder (see step 12 for instructions on attaching)

16. Under the Holder Details tab a. If certificate holder is to be listed as Additional Insured - check the box for applicable

coverage(s)

b. Add Job code (optional) c. Check Inactivate holder& give reason from drop down if applicable

d. Select the appropriate Named Insured from the drop down menu if different

e. Change Address if applicable


a. Click the Add icon b. Enter a Description / name of the certificate holder the notes correspond to

c. Enter any notes under the Description

d. Check if notes are to appear on the certificate

18. Click Actions from the Options Bar 19. Select Issue Certificate

20. Enter Phone & Fax numbers

21. Enter Contact name using drop down menu

22. Under the Forms tab confirm forms to be included

23. Under the Holder Distribution tab


a. Select the holder(s) or Select All to be printed

b. Highlight each holder

i. Confirm distribution method using the drop down menu Note: for email or fax include the subject & message

ii. Select the Scanned Signature using the drop down menu

iii. If attachments need to be included then check the Print holder attachments

c. Optionally, click on Set Distribution Order

i. Click to Set Order Holder

ii. Create PDF to a local drive to burn a CD by using Destination Folder for Local Copies by

checking the Save local copies of certificates PDF’s

iii. Check for Holder Print Options

iv. Click Finish to complete and send

e. Optionally, click Preview to review the certificate

f. Click Finish to complete process and send

24. Add an Activity screen will appear – select CERT as Code a. Change the Description to state Certificate / issued to

b. Who / Owner will default to CSR c. Follow up/start date will default to current date d. Notes – paste description from step above

e. Status: Closed Successful

f. Click Finish

Renewal Process



2. Click Proofs of Insurance on the Navigation Panel , then click

Certificates 3. Highlight the desired master template

4. Click on Actions in the Options Bar& select Renew Certificate 5. Renew screen will appear

a. Update Title (i.e. 11/12 Liability Master) b. In the Default box select the information you want carried over on the renewal process

i. Selecting the Holder Box shows additional options –select appropriate ones

6. Click Detail 7. Under Certificates on the Navigation Panel review each section & make revisions as needed

9. Update the Line of Business to the renewal policy by using the drop down menu for each

coverage applicable 8. Attachments can be updated

a. Click on Actions in the option menu then Update Holder Attachments b. Update Holder Attachments screen will appear, select appropriate information, click

Continue


c. Choose available attachments, click Finish d. Holders screen will appear, select to whether to attach to all holders or specific holders,

click Finish

9. Click on Actions in the Option bar , select Issue Certificate





a. Select the holder(s) or Select All to be printed

b. Highlight each holder




c. Optionally, click on Set Distribution Order






v. Click Finish to complete and send

g. Optionally, click Preview to review the certificate

h. Click Finish to complete process and send



e. Status Closed Successful

f. Click Finish

Adding Holders during the Policy Period – Adding Manually

1. Click on Proofs of Insurance on the Navigation Panel , then click


3. Under Holders section click the Add icon to add a new holder

a. Under the Holder/Templates tab Enter the holder information or use the spyglass in the Lookup code field or the Name field

b. Choose Distribution method for holder using the drop down menu

c. Under the Templates for this Holder the default limits will automatically appear. Using the drop down menu you can change the coverage templates as needed. If the request limits are not available, return to the coverage tab and create a template with the appropriate limits.


4. Under the Description of Operations tab a. Enter holder specific wording

b. Enter description explanation in the Summary field

5. Under the Documents Attached tab using the Add icon attach any necessary documents for this specific holder (see step 12 above for instructions on attaching)

6. Under the Holder Details tab a. If holder is to be listed as Additional Insured - check the box for applicable coverage(s)

b. Add Job code (optional) c. Check Inactivate holder& give reason from drop down if applicable

d. Select the appropriate Named Insured from the drop down menu if different

e. Change Address if applicable


a. Click the Add icon b. Enter a Description / name of the holder the notes correspond to

c. Enter any notes under the Description

d. Check if notes are to appear on the certificate

8. Click Actions from the Options Bar 9. Select Issue Certificate






a. Select the holder(s) added

b. Highlight the holder(s)




c. Click on Set Distribution Order





vi. Click Finish to complete and send

d. Click Preview to review the certificate

e. Click Finish to complete process and send



e. StatusClosed Successful

f. Click Finish


Marking a Certificate Holder Inactive




4. Under the Holders section, double click on the holder

5. Under the Holder Details tab check the Inactivate holder for this certificate & select Inactivation reason by using the drop down menu

6. Close certificate

Marking an Inactive Certificate Holder Active




4. Under the Holders section, double click on the holder


5. Under the Holder Details tab uncheck the Inactivate holder for this certificate &

remove Inactivation reason

6. Close certificate

Print List of Holders


2. Click Proofs of Insurance on the Navigation Panel , then click Certificates

3. Click On Demand icon on the options bar , select Holder List 4. Print Holder List screen appears

a. Holder name filter – choose either All or Range

b. Issued date filter – choose either All or Range c. Description of Operations/Description of Property – choose to either Include or Exclude

d. Include holders from – choose either Only this certificate or All certificates for this client

e. Under Distribution tab, select to either email, print, fax

f. Click to Preview or Finish

Export Certificate Holder List to Excel

1. Locate the account in Epic 2. Click Proofs, then click on Certificates 3. Select the appropriate master you want to export Holder List from

4. Click Actions, Export Holders


5. In Export Holders window

a. Choose the File Definition (will default unless account specific File Definition created & box

marked) b. Enter a File Name for the Export File that will be created (ie, 13-14 Holders List) c. Select any checkboxes that apply:

i. Disable Delivery Options – disables the remaining fields. Skip to Step ? if you select this checkbox. This creates & attaches the exported holder list as an excel file on the client account under Attachments.

ii. Send as Blank Template – Sends a blank file to the recipient to be filled in from scratch. Columns are pre-formatted for ease of import once received back from the client.

iii. Include Inactive Hodlers – If marked, exported list will include any holders that have been inactivated.

d. If sending to the client directly from the Export Action, review & update contact info. The client account Primary Contact defaults to the Contact field.

e. If the entity has a preferred contact method, it defaults in the “Via” field. Otherwise, Print is the default “Via” method.

f. If Fax or Email are selected, the Subject line is a required field. g. If Fax or Email are selected, complete the Body field.

6. Click Continue


7. A list of Holders for the selected Master Certificate displays.

8. Click Export

9. Click Yes to verify you want to Export the List 10. Add Activity box displays with EHLD activity defaulting. Activity is closed.

11. Click Finish

Import Certificate Holder List to Master Certificate Epic allows you to import holders in different file formats for ease of importing large amounts of holders & their data to the client’s master certificate.

1. Locate the account in Epic 2. Click Proofs, then click on Certificates 3. Select the Master Certificate you want to import Holder List to.

4. Click Actions, Import Holders


5. Click the Add button

6. Import Holders box opens.

7. The default File Definition is displayed. NOTE: If client’s list of holders was not created on

Export Blank Template, please refer to Epic Help to create account specific Import Definition. If an account specific File Definition applies, click the “Select File by Account” box and select File Definition that applies.

8. Click the appropriate radio button that applies: a. Import and Update – Imported List will match and updated on Unique ID. Items in list with

no match will be added. b. Import and Replace – Imported list will replace ALL existing Holders on Master.


c. Import, Update and Remove - Imported List will match and updated on Unique ID. Items in list with no match will have the option to be deleted.

9. Click the search button to the right of “Select File to Import” field.

Click the correct radio button a. Existing Client Document – already attached to client account in Epic b. Existing File – exists on your network

10. If applicable, change the number of the “Start Import From Row” field to the first row of the Excel file that contains holder data.

11. Click Process

12. On the Import Holders window, click the Refresh link label on the top right in the blue header

bar. 13. Once the Import File status changes to “Created”,

click the Preview button. A list of Holders that will import is displayed, you can scroll down & over in the list to validate the data that will be imported into each field.

14. Click the Import button to pull the holders into the master certificate


15. Click Yes to verifiy that you want to import the holders.

16. Click Finish 17. Click the Refresh link label again (Status will display “Pending” and then “Saving”)

18. If the import was successful, the list will be blank. Exit by clicking the red “X” in top right corner.

Proofs – Certificates of Property

Create a New Master Certificate


20. Click Proofs of Insurance on the Navigation Panel This will expand the Navigation Panel to display the options available and will display any Binders, Certificates or Evidences of Property that have been created.

21. Click Certificates in the Navigation Panel

22. Click the Add icon to create a new certificate a. Select Type of certificate - Certificate of Property Insurance

b. Enter name to identify the specific certificate


24. Click Insured on the Navigation Panel

a. Under General Information section use Standard for Cancellation

clause


b. Under Insured section confirm the Name & Address are correct 25. Click Property on the Navigation Panel

a. Click on the Add icon under Available Templates b. Select the appropriate policy using the drop down menu forLine of business





f. Locations tab will default to include locations on policy

g. Type of Insurance/Limits tab will populate both Type of Insurance

& Limits sections from the policy you chose

26. Click each applicable coverage listed on the Navigation Panel

g. Click the Add icon under Available Templates section this will open up fields for choosing the correct policy.

h. Follow the same steps above

27. Click Location of Premises/Description on the Navigation Panel and

add location & description of premises Note: This location/description applies to the entire certificate and prints for each holder.

28. Click Special Conditions on the Navigation Panel and add any that

apply Note: The special condition applies to the entire certificate and prints for each holder.

29. Click Attachments on the Navigation Panel for documents to be attached to standard certificates







d. Attach Existing File – click Continue i. This will allow you to attach a document from anywhere in your network

ii. Click Browse& select file location, click open iii. Change description if needed

e. Click Finish

f. Click Finish g. Repeat for any additional attachments

Proofs - Evidences

ACORD 27 – Property


2. Click Proofs of Insurance on the Navigation Panel. This will expand the Navigation Panel to display the options available and will display any Binders, Certificates or Evidences of Property that have been created.

3. Click Evidences in the Navigation Panel

4. Click the Add icon to create a new evidence a. Select Type of evidence using the drop down menu - Evidence of Property Insurance –

ACORD 27

b. Enter Title to identify the specific evidence

5. Select the Line of Business

a. Click Policy Type using the drop down menu

b. Select the Service summary


6. Select any Additional Line(s) of Business applicable

7. Under Default Additional Interests from other Evidence(s) of Insurance

Click the Add icon & select from the drop down menu


9. Click Gen Info/Insured on the Navigation Panel

a. Verify information under Policy section is correct

b. Verify correct Line(s) of Business has been selected

c. Verify the Name& Address under the Insured section are correct. If a different

Named Insured should be listed, click on the spyglass to select

10. Click on Risks/Coverages on the Navigation Panel

a. Under the Property section click the Add icon i. Available Risks screen will appear

ii. Select the appropriate policy in the drop down menu for Line of Business


iii. Select Risk type using the drop down menu for either Locations or Subjects

iv. Check the location(s) / building(s) to indicate which coverage(s) should be included

v. Click Add to include additional locations/buildings or click Finish

b. Under the Coverages section click Edit icon to make changes to the Amount of

Insurance / Deductible or click X to delete the coverage

11. Click on Special Conditions on the Navigation Panel enter any special conditions that apply. Note: This special condition applies to the entire evidence and prints for each additional interest

12. Click Attachments on the Navigation Panel for documents to be attached to the Evidence



c. Attach an Existing Client Document – click Continue


i. Select the document(s) you want from the list or use “Search Where” which allows you to filter the list of documents that exist on the client itself

i. Use drop down to narrow your search ii. Once desired attachments are completed then click finish


ii. Click Browse& select file location, click open iii. Check to Delete original after attaching iv. Change description if needed

v. Click Finish vi. Repeat for any additional attachments



b. Under Additional Interest tab enter all the Additional Interest information or use the spyglass in the Lookup code field or the Name field

i. Choose Distribution method for holder using the drop down menu

ii. Add Special Conditions specific to this additional interest

c. Under Policy Level Coverages tab it will default to Use main policy

level coverages i. If you do not want to use Main Policy Level Coverages then uncheck box & use the

Add icon to to select from available policy level coverages

d. Under Risks/Coverages tab it will default to Use main risks/coverages


i. If you do not want to use Main Risks/Coverages then uncheck box & use the Add icon

to select from available property, click Finish ii. Highlight the Line Type under Property section to review coverages

iii. To delete a coverage then highlight the Description in the Coverages section & click

the X icon

e. Under Documents Attached tab using the Add icon attach any necessary documents for this specific holder (see step 13 for instructions on attaching)

f. Under Additional Interest Details tab i. Check for Mortgagee, Loss payee, Additional Insured

ii. Issue date use 30 days iii. Check Inactivate additional insured& give reason from drop down if applicable

iv. Include a Summary& Check to Print if applicable

v. Verify Name & Address

15. Click Remarks on the Navigation Panel to add any remarks

16. Click Actions from the Options Bar 17. Select Issue Evidence

18. Enter Phone & Fax numbers 19. Highlight the requested form

20. Under the Distribution tab

a. Click the Deselect All if you do not want to print all Additional Interest b. Select the Scanned Signature using the drop down menu


c. Highlight each Additional Interest under the Distribute To section to confirm

distribution method including Email/Fax Detailsubject and message if applicable

d. Click on Set Distribution Order i. Click to Set Additional Interest Order

ii. Create PDF to a local drive to burn a CD by using Destination Folder for Local Copies

by checking the Save local copies of certificates PDF’s

iii. Check for Additional Interest print options


f. Click Finish to complete and send 21. Add an Activity screen will appear

a. Code will default to EVID b. Change the Description to state Certificate / issued to

c. Who / Owner will default to CSR, change if necessary

d. Status Closed Successful

e. Click Finish

ACORD 28 – Commercial Property


2. Click Proofs of Insurance on the Navigation Panel. This will expand the Navigation Panel to display the options available and will display any Binders, Certificates or Evidences of Property that have been created.

3. Click Evidences in the Navigation Panel

4. Click the Add icon to create a new evidence a. Select Type of evidence using the drop down menu - Evidence of Commercial Property

Insurance – ACORD 28


b. Enter Title to identify the specific evidence

5. Select the Line of Business

a. Click Policy Type using the drop down menu

b. Select the Service summary 6. Select any Additional Line(s) of Business applicable

7. Under Default Additional Interests from other Evidence(s) of Insurance

Click the Add icon & select from the drop down menu


9. Click Gen Info/Insured on the Navigation Panel

a. Verify information under Policy section is correct

b. Verify correct Line(s) of Business has been selected

c. Under the NamedInsuredtab verify the Insured & Address are correct. If a

different Named Insured should be listed, click on the spyglass to select

d. Under the Additional Named Insured(s) tab click the Add icon

& select a Name using the spyglass

10. Click on Property on the Navigation Panel

a. Check for Building and/or Business Personal Property

b. Click on the Add icon c. Available Risk screen will appear. Select the appropriate policy in the drop down menu

for Line of Business

d. Select Risk type using the drop down menu i. Locations

ii. Subjects e. Check the locations or buildings to indicate which coverage(s) should be included

f. Click Add to include additional locations or click Finish

11. Click on Coverageson the Navigation Panel

a. Select Perils insured using the drop down menu


b. Enter the Amount of Insurance

c. Enter the Deductible

d. Complete the Coverage section using the drop down menu to answer Yes, No,

N/A enter limit for If “Yes”, Limit enter Deductible where

requested for each Coverage indicated on the left

e. Indicate whether Business Income or Rental value check for

Actual loss sustained enter Number of months

12. Click on Special Conditions on the Navigation Panel enter any special conditions that apply. Note: This special condition applies to the entire evidence and prints for each additional interest.

13. Click Attachments on the Navigation Panel for documents to be attached to standard evidences







ii. Click Browse& select file location, click open iii. Check to Delete original after attaching iv. Change description if needed

v. Click Finish vi. Repeat for any additional attachments




b. Under Additional Interest tab enter all the Additional Interest information or use the spyglass in the Lookup code field or the Name field

i. Choose Distribution method for holder using the drop down menu

ii. Add Special Conditions specific to this additional interest

c. Under Lender Servicing Agent tab enter the Lender Servicing Agent information or use the spyglass in the Lookup code field or the Name field

d. Under the Property tab check Use main Property list or

click on the Add icon for available property

e. Under Documents Attached tab using the Add icon attach any necessary documents for this specific holder (see step 13 for instructions on attaching)

f. Under Additional Interest Details tab i. Check for Mortgagee, Lenders loss payable, Contract of Sale or other

ii.

iii. Issue date use 30 days iv. Check Inactivate additional insured& give reason from drop down if applicable

v. Verify Name & Address

vi. Add or delete any Additional Named Insured(s)

15. Click Actions from the Options Bar 16. Select Issue Evidence

17. Enter Phone & Fax numbers 18. Highlight the requested form

19. Under the Distribution tab

a. Click the Deselect All if you do not want to print all Additional Interest b. Select the Scanned Signature using the drop down menu


c. Highlight each Additional Interest under the Distribute To section to confirm

distribution method including Email/Fax Detail subject and message if applicable

d. Click on Set Distribution Order i. Click to Set Order Holder

ii. Create PDF to a local drive to burn a CD by using Destination Folder for Local Copies

by checking the Save local copies of certificates PDF’s

iii. Check for Additional Interest Print Options


f. Click Finish to complete and send 20. Add an Activity screen will appear

a. Code will default to EVID b. Change the Description to state Certificate / issued to

c. Who / Owner will default to CSR, change if necessary c. Notes – paste description from step above

d. Status Closed Successful

e. Click Finish

Renewal Process


2. Click Proofs of Insurance on the Navigation Panel. , then click

Evidences

3. All ACORD 27 master templates will be under Evidence – Property 4. All ACORD 28 master templates will be under Evidence – Commercial Property

5. Highlight the desired master template


6. Click on Actions in the Options Bar& select Renew Evidence 7. Renew screen will appear

a. Update Title (i.e. 11/12 Property Master) b. In the Policy box select Renewal policy&Service summary

c. In the Line(s) of Business box select the Line

d. In the Default box select the information you want carried over on the renewal process

8. Click Detail 9. Under Evidences detail on Navigation Panel review each section to select / enter information

template (i.e. select renewal policy, limits, attachments, additional interests, etc.)

10. Once completed, click on Actions in the option menu , select Issue Evidence

11. Enter Phone&Fax numbers 12. Highlight the requested form either ACORD 27 or 28

13. Under the Distribution tab a. The Distribute To section will automatically select all Additional Interest


Note: Click Deselect All to choose individually b. Select the Scanned Signature using the drop down menu

c. Highlight the additional interest to confirm distribution method – including email subject

and message if applicable

d. Click on Set Distribution Order i. Click to Set Additional Interest Order

ii. Create PDF to a local drive to burn a CD by using Destination folder for local copies by

checking the Save local copies of evidences PDF’s

iii. Check for Additional interest print options

e. Optionally, click Preview to review the evidence , click Close

f. Click Finish to send 14. Add an Activity screen will appear

a. Code will default to select EVID b. Change the Description to state Certificate / issued to

c. Who / Owner will default to CSR, change if necessary d. Follow up/start date will default to current date e. Notes – paste description from step above

f. Status Closed Successful

g. Click Finish

Proofs - Auto ID Cards




3. Highlight policy under Policies – Current/Renewed

4. Click Actions on the Options Bar 5. Select Issue Auto ID Cards 6. Confirm the Named insured & Address are correct

7. Select the vehicle(s) by clicking the box next to the vehicle(s)

or click Select All if issuing ID Cards for all vehicles

If issuing Auto ID Card as a result of a mid-term endorsement, 8. Select the vehicle, click the Edit button and modify the Effective Date field to reflect the

Endorsement Effective Date.

9. Click Finish


If Issuing Fleet Auto ID Cards 10. Select one vehicle of the vehicles listed and click Edit icon OR click ADD icon. If clicking ADD

icon, select “Registered State”. Then click the drop down on Form Description field & select

Hawaii FLEET card:

11. Click Finish 12. If NJ, complete the NJ Only section at the bottom of the screen

13. Confirm Carrier information is correct, if not, select the carrier

14. Select radio button for what code to print on the Auto ID, either NAIC or Company/State Code

15. If NY, click the NY Only tab and complete the information

16. Click on Distribution tab 17. Select the contact or enter contact name to receive the ID cards 18. Select the method of distribution (Print, Fax, Email) & complete the distribution information –

including email subject and message if applicable a. Printer will need to be selected if Print option is selected

i. For submitting outside of Epic print as a pdf to your stored documents

b. Complete Email address or Fax# if that particular distribution method was selected

19. Select # of of Card copies to issue 20. Email/Fax Detail – if emailing or faxing, this area is required. Complete subject line & message

box

21. Fax Options – Select a Cover Page if necessary


22. Scheduling Section – select to send now or click schedule to delay the

transmittal to a future date / time

23. Optionally, click Preview to review the ID Cards prior to issuing

24. Click Finish to complete and send 25. Add an Activity screen will appear

26. Code will default to AUID 27. Who / Owner will default 28. Follow up/start date will default to current date 29. Notes – enter any additional notes regarding issued ID cards, as applicable.

30. Status Closed Successful

31. Click Finish


Epic Schedules Import/Export Default Import/Export Templates exist for each of the areas in Epic where Import & Export functionality exists. However, there are situations where you have an existing spreadsheet either you or the client have created that doesn’t fit the parameters of the Import / Export templates defaults. In those situations, you can create templates such as a default G&A template to be used if sending out to the client to complete or templates for specific clients.

Creating an Import/Export Mapping Template

1. Import/Export Templates are accessed via Configure:

For Contacts: Configure > Account > Import/Export Contacts

For Holders on Certificates & Evidences: Configure > Proofs > Import/Export

For Application Risks: Configure > Policy > Import/Export Risks o Locations (NOTE: Importing Directly into ACORD Property or Residential Application –

Premises Section ONLY), o Named Insureds (NOTE: Importing Directly into ACORD 125, Other Named Insured

Section) o Drivers (Commercial or Personal Lines Auto Applications) o Vehicles (Commercial or Personal Lines Auto Applications)

The following steps apply to EACH of these areas for creating a new template. However, each area has unique list of fields that are available for import/export.

2. Access the appropriate area in Configure as outlined above then click the ADD icon:

3. Depending on which type of Import/Exporttemplate you are creating, the choices differ:

Contacts:


Holders:

Application Risks:

4. Each of the above areas have slightly different selections under Application Detail field:

Drivers Locations Named Insureds Vehicles

5. Once you have made your selections in Type & Details fields, you’ll need to complete the

description field. If the template will be for a specific client enter either the client lookup or the client name.

6. File Format should remain “Microsoft Excel”

7. Case defaults to “File Format” . Change this selection as needed based on the data in the file you will be importing.

8. Additional File Options are available on Holders:

Select as needed if you want any of these items to be included in the Import/Export template you are creating.


9. By default any templates created are available to all clients. If the template you are creating is to be associated with specific client accounts, click the “Associate/View File to Account(s)” link

10. Complete the “Account Association” box and selecting each of the clients that the template will be associated with & moving them to the “Selected” area. Click Finish once complete.


11. The next step is identifying and ordering the actual fields to include in the template. To do so,

you will manage them in the “Mappings” section.

The fields for each type of Import/Export Template are different but the functionality is the same:

The Add, Edit, Delete buttons. Use these to remove fields that exist in the list or to edit the fields as far as Description (should match the column name on the spreadsheet) or to add fields representing any columns in the spreadsheet that need to be skipped (not imported).

The Up or Down (positional arrows) buttons move the fields up or down in the list – use these to position the fields so that they match the order of the corresponding columns on your spreadsheet.

Optionally, if you don’t know what fields are available, you can click the Print icon & it will allow you to print a complete list to view.

12. Once you have managed the Mappings area of the Import/Export template, Click Finish.

To Import Items into Epic Spreadsheet Preparation: The spreadsheet may need to be cleaned up:

o Select the entire spreadsheet and click Unhide to make sure there are no hidden columns o Delete any blank rows in between data rows, o If the spreadsheet fields have any special formatting, you can avoid import failure by selecting

all data & copying it and pasting “Special” and select Values into a new worksheet.


You can import a file that is stored out on the network OR already attached to the client account.

1. Locate your client account. Click on the area (Contacts, Line , Proofs – Certificate or Evidence) where you will be importing.

o Importing Drivers, Locations, Named Insureds or Vehicles in Applications - If you are

importing information into an application, if the service summary row does not show “In Process”, you will need to Actions, Endorse/Revise Existing Line to edit the application.

o Importing Holders – Select the Certificate of Evidence Master you are importing the Holders

to.

2. Click Actions, Import (Contacts, Risks or Holders – depending on area of the Account)


3. In the Import – Batches screen, click the Add button

Select the type of item you are importing. In this example we are importing vehicles into an application.

4. If you have created a unique Import/Export Mapping file for your account, click the “Select File

by Account” box then click the drop down for Mapping File field and select the file. Otherwise, clicking the dropdown for Mapping File field will display any mapping templates available for all accounts for the type of risk you are importing.

5. Importing Options: Make the appropriate choice for what type of import your are performing:


6. Select the Import File – click the search button:

Select whether the file is already attach to the client (Existing Client Document) or if the file exists on your network (Existing File).

7. Click Continue

If clicking Existing Client Document, the client’s attachments list opens, sort the list by columns to locate & select the file you will import. Click Finish

If clicking Existing File, click “Browse”

Navigate your network drives/folders to locate file you want to import.


Once the file is selected, click Open.

8. File will now populate the Select Files field:

9. The “Start Import from Row” defaults to “1” – change as needed so that the header row of your spreadsheet is excluded from the actual data to import.

Completed Import Batch screen:

10. Click Process button


11. The Import Batches box will now show the selected import file and the status as “Processing”

Click the refresh link in top right corner of the screen to update the status of the file.

12. Once ready to proceed, the status will reflect “Processed”:

13. Once the file shows “Processed”, click Create button on bottom right of screen.


14. Once the status of the file shows “Created”, click the Preview button at the bottom right of the screen:

15. The screen will display a preview of the items about to import. Click the “Import” button at bottom of the screen to import the items into your account in Epic.

16. Click Yes


17. The file status will show “Pending” as the items are imported. Click Refresh to update the

status.

18. Once the import is complete, the files disappear from the Import Batches screen.

19. Click the “X” in top right corner of the Import Batches box to close You can now access the area that you imported items into and see the results. If this was an application, when exiting the application, you will receive an “In Process” box, make the appropriate selection depending on the situation you are in (ie, importing only for issuing ID Cards – select Yes, Issue/Not Issue Endorsement, entering other application detail, leave “In Process”, etc.)

Exporting Items from Epic The same items that can be imported into your account in Epic can also be exported. You can use the default Import/Export Templates or select a unique one created for the agency or for your specific client. To export from Epic:

1. Locate the client & select the area you are exporting from 2. Click Actions, Export (Contacts, Risks or Holders – depending on area of the Account)


3. Select the “Type” of item you are exporting. 4. If you have an Import/Export Template unique to your account, click the “Select file by Account”

box. 5. Select the Mapping File you will use to export the information 6. Under Export Options section, enter the file name (NOTE: The filename may not contain the

following characters: \ / : * ? “ < > | 7. If you are generating an exported list and do not want to distribute it immediately, mark the

“Disable Delivery Options” 8. If you want to create a blank template for the client to complete (no risks exported from Epic),

click the “Send as Blank Template” box. 9. If you are going to distribute the exported list immediately, complete the Delivery Options

section. 10. Sample of complete Export Screen:


11. Click Continue. The list about to be exported displays

12. Click Export button

13. Click Yes

The file has been created and is available in the Attachments section of your account


Understanding Import Failures

Import File Does Not Match Import Mapping File Once you have selected a file to import and begun the Import Batch process, if the spreadsheet columns do not match the mapping file used, you will get a Failure status:

In this case, you will need to review the spreadsheet to make sure it matches the mapping file and update either the spreadsheet itself or the mapping file so that the resulting fields you want to import match.

Import Succeeded – Some Rows Contain Invalid Data In some cases, the mapping file and the spreadsheet itself DO match but some of the data contained in the spreadsheet do not match the parameters of the mapping file fields and is considered “invalid”. You will receive a prompt that some of the information in the import file did not match the import mapping and the rows containing bad data will not be imported. It will ask if you want to continue, you can say YES and then review the error logs that are found under the account’s attachments:


(NOTE: Change your list view to System Generated Attachments to find these log file easily) Open the .pdf file “Failure Summary” to see the errors found in the data:

You can then open the excel spreadsheet file called “Errors” to see the actual row & data. You can try importing those items again after correcting the invalid data or manually enter the items.


Claims

Adding a Claim

1. Locate client

2. Click Claims on the Navigation Panel

3. Click the Add icon

4. Complete the Loss Summary page including at least the following information a. Enter Date of loss/ time & Date reported / time b. Enter Reported by c. Reported to – defaults to the user logged in d. Complete Claim description section IMPORTANT NOTE: ALL claims entered into Epic must

have the Epic policy code entered at the beginning of the claim description e. Check box(es) - Record only or Previously reported f. Claim Type – Summary Only g. Check box for either Notice of occurrence or Notice of claim h. Claim Code (i.e. Property, Liability, Automobile, etc.) i. Estimated Amount – if known

5. Highlight the Line of Business from the Policy section – if on an expired policy check the

Include History box

6. Select Service Summary row a. If no endorsements have been created the information will pre-populate b. If there are multiple service summary rows (i.e. endorsements) user must select the

correct line – e.g. if a vehicle was added after inception select the line showing when coverage was added

7. Click Detail

8. Add an Activity screen will appear

a. Code – defaults to CLMS b. Set the Priority(Low, Normal or Urgent) c. Update Description field with description of claim

d. Verify Who/Owner default e. Activity set to close automatically

f. Under Note section enter all additional information pertaining to this claim

g. Click Finish 9. The Navigation Panel expands


10. Update all sections with available information 11. Once all information has been entered, click Actions, Close Claim

Adding an Automobile Loss Notice

1. Locate client and claim 2. If the line of coverage under the Summary was selected there will be additional drop downs in

the Navigation Panel (i.e. Auto) to create the ACORD Loss Notice NOTE: Some information will pre-fill from previous information entered in Epic

3. Under Loss tab complete the Location of Loss & Description of the Accident


4. Under Insured Vehicle tab select the vehicle using the spyglass drop down menu, highlight the vehicle, click Finish

5. Under Damage tab complete with available information

6. Under Owner/Driver tab information the Owner information will pre-fill & select the Driver

using the spyglass drop down menu, highlight the driver, click Finish

7. Under the Coverages tab, verify the default information 8. Under the Loss Payee tab, select the Loss Payee using the spyglass drop down menu, highlight

the Loss Payee, click Finish, if applicable 9. Under the Additional Coverage & Remarks tab use the Add icon to add additional information

necessary

10. Once completed, click the X in the Navigation Panel to close 11. Refer to Error! Reference source not found.


Adding a Liability Loss Notice


the Navigation Panel (i.e. CGL) to create the ACORD Loss Notice NOTE: Some information will pre-fill from previous information entered in Epic

3. Under Loss tab Complete the Location & Description

4. Under Policy tab complete any information that did not pre-fill

5. Under Type of Liability tab complete all sections with available information, using the spyglass

to pull in the Name


6. Under Injured tab using the Add icon complete for all Injured Persons

7. Under the Property Damaged tab using the Add icon complete with Owner &Property Information

8. Under the Witness tab using the Add icon complete Name(s)&Address(es)


9. Under the Forms & Endorsements and Remarks tabs use the Add icon to add additional

information necessary

10. Once completed, click the X in the Navigation Panel to close 11. Refer to Error! Reference source not found.

Adding a Property Loss Notice


the Navigation Panel (i.e. Prop) to create the ACORD Loss Notice NOTE: Some information will pre-fill from previous information entered in Epic

3. Under Loss tab select the Location, Kind of Loss & Description

4. Under Home/Fire tab complete any information that did not pre-fill in either the Homeowner

or Fire/Allied/Multi – Subjects of Insurance

5. Under Flood/Wind tab complete all sections if applicable


6. Under Injured tab using the Add icon complete for all Injured Persons

7. Under the Property Damaged tabusing the Add icon complete with Owner &Property Information

8. Under the Witness tab using the Add icon complete Name(s)&Address(es)


9. Under the Additional Interests, Additional Coverages, Forms & Endorsements and Remarks

tabs use the Add icon to add additional information necessary

10. Once completed, click the X in the Navigation Panel to close Issue Loss Notice / Submitting Loss to Carrier If Submitting to Carrier with NO Additional Attachments:

1. Click on Actions, Issue Loss Notice

2. On the Detail Tab, click the PPE radio button (see highlight above)

3. Click on Distribute Tab, Click the Search icon to locate the Claims Contact on the carrier. Click

Finish.


The “Via” field should automatically complete depending on the information entered on the

contact. Correct as needed. If emailing or faxing, verify that valid information filled into specific

fields.

4. If selecting email or fax, the Subject Line is required. Complete as needed.

5. Click Finish to transmit the Loss Notice.

If Submitting to Carrier with Additional Attachments:

1. Click on Actions, Issue Loss Notice


2. Click on Distribution tab and verify “Via” field is set to “Print”

3. Change Printer to .pdf printer

4. Click Finish

5. If Save As Box pops up, click Cancel

6. Once Print Job finished, click on Attachments & click Refresh if you don’t see Issue Loss Notice

attachment – will look like:

7. Right click on the Issue Loss Notice attachment & select Edit Attachment Detail to update the

name of the attachment to include Loss Date and other identifying details. Click Finish

8. Once Attachment Description has been updated, select the Loss Notice and holding down your

CTRL key, select any other items from the client’s attachments that need to accompany Loss

Notice to carrier.

9. Follow Instructions Below

If Submitting Multi-Attachment Loss Notice via Outlook & Attaching to Epic: 1. Follow instructions for Attachments / Drag & Drop – File, Email Procedures 2. EXCEPT select Activity under Attach To and then click spyglass & select appropriate CLMS

activity 3. Enter Description of Email attachment and select & copy Description 4. Select Folders/Sub-Folders 5. Click Finish 6. Access Claim Activity & Add Note & Paste Description 7. Exit Activity Detail

If Attaching to Epic then Submitting Multi-Attachment Loss Notice by Using “Send Via Email”: 1. Follow instructions for Attach an Existing File Procedures 2. EXCEPT select Activity under Attach To and then click spyglass, click to include Closed activities

& select appropriate CLMS activity 3. Follow same steps as above


Updating the Claim

1. Locate client 2. Attach additional information to existing CLMS activity

3. Open activity& under Detail tab Notes section click Add icon to add a note,

click Finish

4. Click Claims on the Navigation Panel

5. Highlight claim & click the Edit icon 6. The Navigation Panel expands

7. Update appropriate sections with new information

8. Once completed, click the X in the Navigation Panel to close

Invoicing

Note: Agency staff are responsible for generating invoices as they transact premium. Accounting is responsible for the daily procedure of “Generating Invoices” which will print any unprinted & installment invoices with that day’s print date.

Direct Bill – No AM/CSR Invoicing Needed Agency Bill - Add General Transactions ALWAYS review/update all Servicing/Billing details of the policy you will invoice on BEFORE adding a Transaction Invoicing is a two-step process in EPIC: Adding a Transaction and Generating an Invoice

1. Locate Account

2. Click Policies on the Navigation Panel, highlight policy

3. Click New on the Options Bar, select Transaction 4. Defaults Policy for Transaction Level:


5. If policy is a Package, select the first line of the policy you want to transact in the Policies window

6. Select the appropriate Service Summary Row, confirming the Stage under the Service Summary

row shows either Submitted or Issued

7. Transaction section select Basic radio button

8. Bill section select Agency radio button

9. Bill Number section select New Bill radio button selected

10. Code field using the drop down menu to select the appropriate transaction Example: NEWB for New Business Premium

11. Description field will default, change if necessary to provide more details

12. Amount field enter the premium

13. Click Continue

14. Under Billing Tab a. The Effective Date of the Transaction pulls from the Effective Date of the Service Summary

row selected when adding the transaction - verify that the Effective Date is correct

b. DO NOT CHANGE Accounting Month or Production Month defaults. A/R Due Date (“Due

Date,” when client payment is due to the agency) will default but can be changed as needed.


c. Verify Agency Structure default information is correct, change if necessary

15. Under Invoice Tab a. Send Invoice To section verify default information is correct

Account or Contact (By selecting the Add icon in this section you have the ability to create split receivables for a client, Refer to Splitting Receivables procedures)

b. The Generate Invoice box should be checked c. Invoice grouping – Should default to Account Page break, select another option from the

drop down menu as appropriate: i. Account Page Break

ii. Existing Invoice iii. New Invoice

d. Client/Broker/Other Interest information section i. Verify the Type field has the correct default for the Insured/Broker/Other Interest

receiving the invoice or

or ii. Verify the Contact field has the correct information, click on the spyglass icon to

search for other contacts entered on the client.

iii. Verify the Delivery Method default is correct, the delivery type can be changed be clicking on the drop down menu and selecting the appropriate delivery option

iv. Click on the Invoice Message section to enter additional wording regarding the transaction on the invoice (only 2 lines on the invoice is available) or

click Select Message to select a message from the Message Gallery.

16. Under Commissions tab Validate the Agency and Producer/Broker Commission types and percentages. Note: If the Agent and Commission were not setup correctly under the servicing/billing section you should cancel out of the transaction and go back to the Policy/Line screen to make corrections. Once the corrections have been made, begin the transaction again. a. In Commissions section verify the correct ICO/BCO Names, commission percentage and

premium amount have defaulted. Use the Add icon to add another company/broker


or the Delete icon to remove a selected line in this section if needed.

b. NOTE: If the policy has more than one line of coverage and split commissions exist, refer

to Split Commissions for billing instructions c. In Agency section verify the correct ICO/BCO codes, commission percentage and premium

amount have defaulted. Use the drop down menus on the fields to select another option if necessary. The Amount field and Percentage fields can be changed manually by typing in the information.

d. In Producer/Broker section verify the Agent Name is correct, and the required fields

Commission Type, Percentage, Production Credit % and Order# are entered correctly. The main Agent should be the lowest Order #. The Delete icon can be used to remove a Agent that should not be listed and the Add icon to add more than one Agent if needed.

17. Click Add button at bottom of screen or Add icon

at top left if you need to enter another

transaction or to add company paid fees/taxes to the current transaction Refer to Surplus Lines

Broker Paid (CFEE Transaction). If United Agencies is responsible for filing/paying taxes direct to

State of HI, see Agency Paid Tax & Fees (STAX Transaction)

18. Click Finish 19. This process assigns an invoice number to the transaction but you will still need to Generate

Invoice in order Print/Transmit the Invoice


Agency Bill – Binder Bill Transactions 1. Locate Account

2. Click Policies on the Navigation Panel,

3. Click New on the Options Bar, select Transaction 4. Enter transactions per Agency Bill – General Transactions EXCEPT: 5. On Billing Tab, mark the Binder Box

6. Complete all other screens as needed, adding any other transactions that should be part of this

same invoice. 7. Click Finish when complete 8. Binder status is reflected on Transactions List

Agency Bill – Close Binder Bill Transaction 1. Once Policy is Received, Locate Account 2. Click Transactions on the Navigation Panel 3. Click on Binder Bill Transaction (optionally, you can use Search Where “Binder”, “Open” to find

any open Binder Bill Transactions).


4. Click Actions, Close Binder. 5. If you need to Revise Premium or Adjust Commission, mark the necessary boxes, click Finish 6. If Revising Premium, Revise Premium box appears, add description and change Premium field as

needed and click Finish. 7. If Adjusting Commission, the Adjust Commission box opens, revise as needed and click Finish. 8. Transaction now reflects any updated premiums and shows as Binder – Closed.

Agency Bill - Endorsement Transactions 9. Locate Account


11. Click New on the Options Bar, select Transaction 12. Defaults to Policy for Transaction Level: 13. If Package, select the first line of the policy you want to transact in the Policies window

14. In Service Summary section, highlight transaction & confirm Stage shows Issued

15. Transaction field verify bill method - Basic or Installment

16. Code field using the drop down menu to select “ENDT”

17. Description field enter Change Date and Change Example: 10/15/10 Increasing Liability Limits to $2,000,000

18. Amount field enter the endorsement premium

19. Click Continue 20. Confirm all information under the Billing, Invoice and Commission Tabs are correct

(Refer to Agency Bill - Add General Transactions procedures for

detailed procedures)

21. Click Finish

Agency Bill - Audit Transactions

1. Locate Account




6. In Service Summary section, highlight transaction & confirm Stage shows Issued

7. Transaction field verify bill method is Basic

8. Code field using the drop down menu to select “AUDI”

9. Description field enter description Example: Final Audit for 1/1/11 to 1/1/12

10. Amount field enter the audit premium


(Refer to Agency Bill - Add General Transactions procedures if necessary)

13. Click Finish

Agency Bill - Cancellation Transactions

1. Locate Account



6. In Service Summary section, highlight transaction & confirm Stage shows Cancelled

7. Transaction field verify bill method is Basic

8. Code field using the drop down menu to select “CANC”

Description field enter Cancellation Date & Reason Example: 05/23/10 GL Cancelled Out of Business

9. Amount field enter the cancellation premium



(Refer to Agency Bill - Add General Transactions procedures for

detailed procedures)

12. Click Finish

Finance Company Transactions Note: Client invoicing will be handled ASAP after binding

1. Locate Client

2. Click Policies in the Navigation Panel 3. Highlight the Policy line to be financed

4. Click Edit icon

5. Click Line in the Navigation Panel

6. Under Billing tab select Annual for Billing Plan & check the Financed box

7. Once all items to be financed are invoiced, highlight a premium transaction that is financed,

click Actions, Finance Transaction.

8. Click the lookup icon to locate the Premium Finance company

9. Replace default Description with Client Lookup Code.


10. Click either the Percent or Flat Amount radio button & enter the amount financed

11. Click Finish.

12. Repeat steps 9 through 12 for each transaction item that is part of the finance agreement.

Generate Invoice

1. Locate client

2. Click Transactions on the Navigation Panel

3. Click Actions icon on the Options Bar , select Generate Invoice(All transactions that have not yet had invoices generated will be listed)

4. Deselect(uncheck box) any transactions you do not want to print on the invoice

5. Under Properties tab

a. Layout field will default


b. Enter a Message, if desired or select a canned message

6. Under Distribution tab depending on how you set up the invoice during the transaction process then it will default to print, fax, email a. If fax or email make sure to include a Subject and Message

Note: If faxing you can select a Cover Page, Emailing can change sender b. Send section it will default to Now (To generate the invoice at a future date click on the Schedule radio button, enter

date/time)

7. Under Attachments tab If a document is needed to send along with the invoice (Use the Search fields and click on the Spyglass icon to locate and attach documents)

8. Click Preview to review the invoice only- DO NOT PRINT FROM HERE (a copy not will automatically attach to the account in Epic)

9. Click Finish Invoice will automatically print at this time& a .pdf version of the invoice is attached to the client.

If Invoice Did Not Print

1. Locate client

2. Click Transactions on the Navigation Panel

3. Click Actions icon on the Options Bar , select Generate Updated Invoice 4. Highlightthe transaction(s) you want to print on the invoice

c. Under Properties tab Layout field will 5. Click Finish

Reprint Invoice

1. Locate client

2. Click Attachments on the Navigation Panel 3. Highlight the invoice number

4. Double click on the invoice Attachment to open and print it

5. Click in the upper right hand corner of the screen to close out Adding Taxes or Fees to a Transaction


Surplus Lines Broker Paid (CFEE, STAX, STAM, etc transaction)

It is recommended that each item billed to the client is on its own transaction.

1. To Add Taxes and/or Fees to a Transaction being processed, click Add button at the bottom of the screen OR the Add icon within Transaction window

instead of Finish

2. Transaction section will default to Basic

3. Bill section will default to Agency

4. Bill Number section should default to Existing & reflect a Bill # If New Bill radio button is selected, change to Existing& use the spyglass to select the applicable item, click Finish

5. Code field using the drop down menu to select CFEE for Company Fee

6. Description field modify the default description if necessary

7. Amount field enter the taxes or fees


10. Click Add button at the bottom of the screen OR the Add icon at the top of the

screen to add another Tax or Fee amount as needed.

11. Click Finish

Installment Billing


2. Click New icon in the Options bar, select Transaction 3. Defaults to Policy for Transaction Level:


4. If Package, select the first line of the policy you want to transact in the Policies window

5. Transaction section will default to Basic change to Installment


7. Bill Number section select New Bill radio button selected 8. In Details section

a. Type field select the installment type using the drop down menu b. Click on the Plan field, select appropriate pay plan from the drop down menu c. Verify the number of installments defaulted in the Cycle field is correct. NOTE: # of cycles

includes the down payment. d. Click on the Code field and select the appropriate transaction type from the drop down

menu e. Enter the premium Amount for the transaction

9. Click Continue

10. Confirm all information under the Billing and Invoice are correct (Refer to Agency Bill - Add General Transactions procedures for detailed procedures)

11. Click Continue 12. Installments - Installment Summary screen appears - adjustments can be made at this time to

change the installment premium amount, generate invoice date etc. to match the carrier billing invoice. If amounts are adjusted, commission amounts will adjust once completed.


13. Click Add to invoice another transaction such as taxes/fees if needed (see steps below), or

14. Click Finish Adding Taxes or Fees to an Installment Billing

1. To Company Paid Taxes and/or Fees to an Installment Billing, click Add button instead of Finish. Refer to Surplus Lines Broker Paid Tax & Fees for next steps. NOTE: If Agency Paid Taxes & Fees, Finish Installment billing then select first installment & click Actions, Generate Tax & Fees & refer to Agency Paid Tax & Fees

2. Select the Installment radio button to add the taxes/fees to all Installments

3. In the Details section

a. Type field select the installment type using the drop down menu b. Click on the Plan field, select appropriate pay plan from the drop down menu c. Verify the number of installments defaulted in the Cycle field is correct d. Click on the Code field and select the Transaction type from the drop down menu e. Enter the premium Amount for the transaction

4. Bill Number section defaults to Existing


5. Click Continue

6. Confirm all information under the Billing and Invoice are correct

7. Click Continue 8. Installments - Installment Summary screen appears - adjustments can be made at this time to

change the installment amount, generate invoice date etc. to match the carrier billing invoice

9. Click Add to invoice another transaction such as taxes/fees if needed (see steps below), or

10. Click Finish Entering a Custom Installment Plan – Entering an Installment Plan Not Offered

1. Select Custom from the drop down menu in the Type field 2. Enter the Down payment amount 3. Enter the total policy premium in the Amount field Note: Total Premium Amount entered

includes the down payment premium 4. Enter the number of installments needed in the Cycles field including the down payment

installment 5. Refer to the Installment Billing Procedures

Unique Billing Situations Splitting Receivables


Multiple Entities - To Transfer Receivable to a Sub-Company To Bill to Multiple Entities, the association between the parent company and sub-company must be established first. 1. Locate client

2. Click on Account Detail in the Navigation Panel

3. Click on Categories/History tab

4. Under Relationships section click Add icon 5. Add Relationship screen will appear, click on Search where field using drop down menu to

search methods in each section then click on the spyglass to find

6. Highlight Account Name to select it (TIP - hold the Ctrl down on your keyboard to highlight

multiple accounts)

7. Use the Down Arrow to move the highlighted account(s) to the Selected section

(using the Double Down Arrow will move all accounts located in the Selected section, if you

have selected an account name in error use the Delete icon to remove it) 8. Highlight the Account Name in the Selected section

9. Under Relationship to Account section click on the Type field

and using the drop down menu choose the relationship type

10. Click on Role field and using the drop down menu select the relationship role (repeat the last three steps if more than one client has been selected)

11. Click Add to include additional account relationships or

12. Click Finish

13. Click New icon in the Options Bar, select Transaction

14. Select Line for Transaction Level: 15. Select the first line of the policy you want to transact in the Policies window





19. Code field select using the drop down menu


21. Amount field enter the total premium

22. Click Continue

23. Confirm all information under the Billing & Commissions are correct

24. Click Invoice tab to select your Accounts

25. Under the Send Invoice To section confirm the Account radio button is selected

26. Click the Add icon to enter a new account(The client name will default as a duplicate contact)

27. In the section below click the drop down arrow next to Account to locate the other account to whom the invoice will be split with

28. Under Split Receivable complete the Percentage or Flat Amount 29. Repeat step 16 & 17 until all accounts splitting premium with have been selected

30. Click Add to do additional transactions such as fees or taxes if needed 31. Click Finish

Multiple Contacts – Receivable to stay on Parent Company

Add each entity you will “bill to” as a contact. 1. Locate client

2. Click Account Detail on the Navigation Panel

3. Click on Billing tab

4. Under the Billing section verify the field for Statement page break has “Contact” selected

5. Click New icon on the Options Bar and select Contact from the drop down menu


6. Enter Contact name, Address and Phone number etc.

7. Click Detail to enter additional information as needed (Contact Methods section is important please complete)

8. To close out of Contacts screen click on the Navigation Panel

10. Click New icon in the Options Menu, select Transaction

11. Select Line for Transaction Level: 12. Select the first line of the policy you want to transact in the Policies window




16. Code field select using the drop down menu


17. Amount field enter the total premium

18. Click Continue

19. Confirm all information under the Billing & Commissions are correct

20. Click Invoice tab to select your Contacts

21. Under the Send Invoice To section confirm the Contact radio button is selected

22. Click the Add icon to enter a new contact (The client name will default as a duplicate contact)

23. In the section below click the drop down arrow next to Contact

to locate the other contacts to whom the invoice will be split with


24. Under Split Receivable complete the Percentage or Flat Amount 25. Repeat step 23 & 24 until all contacts splitting premium with have been selected

26. Click Add to do additional transactions such as fees or taxes if needed 27. Click Finish

Other Agency Commission Scenarios Split Commissions on a Package Policy

1. Add your Transaction and enter the total premium amount(Refer to Agency Bill - Add General Transactions)

2. After entering premium verify the information under the Billing and Invoice Tabs

3. On the Commissions Tab show the correct premium under Split Amount to reflect the premium that is associated with the commission Percent that has defaulted

4. Under Commissions will show the Split amount remaining to add

5. Click Add icon under the Commissions section to add the line of coverage with a different commission a. Under Policy/Line change to line of business using the drop down menu b. Under Split Amount show the premium c. Under Percent change to the correct commission percentage

6. Continue with Step 5 until all premium & commissions are displayed

7. Confirm that under Commissions the Split amount remaining is $0.00

8. Click Finish 9. Update Policy Annualized screen will appear, click Finish

Financed Premiums Invoice annual premiums as per policy binding per General Transactions instructions. Add message to invoice that premiums are financed through XXXX.


Transaction Corrections

Correcting a Premium Transacted 1. If transaction was entered with incorrect premium, ICO/PPE, etc, that transaction to be corrected

first needs to be reversed by entering a new transaction using exact transaction code, commission %s and ICO, PPE and reverse of premiums. (ie, if NEWB transaction at $1,250 and not correct, enter another NEWB but with $-1,250 premium)

2. In Description field, enter Reversing Item# (enter item # of original transaction). 3. Make any necessary corrections at line detail level to ICO/PPE, commission%, etc 4. Add a new transaction to bill the corrected amount

Correcting Billing Type


2. Click Policies in the Navigation Panel 3. Highlight Policy to be corrected

4. Click the Edit icon 5. Under the Navigation Panel click on Servicing/Billing , click on Line

6. Under the Line tab click the desired Radio Button to change the billing method

7. Click the in the Navigation Panel to close out of the policy selected

Note: When correcting the billing method from Agency Bill to Direct Bill you must first reverse any transactions invoiced Refer to Error! Reference source not found. Procedures


Apply Credits to Debits at Client Transaction Level

1. Locate Account and click on Transactions in Navigation Panel

2. Click on Actions, Apply Credits to Debits

3. The “Apply Credits to Debits screen appears:

4. Select the credit item in top panel and debit item to apply it to in the bottom panel. If applying

full credit amount to the debit, click Full Payment. If applying only a portion of the credit amount to the selected debit, click Partial Payment. If clicking Partial Payment, a supplemental box will pop up where you enter how much of the credit you want to apply


5. Once you have clicked either Full Payment or Partial Payment, you can see the balance column change on both the credit & debit items:

6. Click Finish if you are done with applying credits to debits. 7. Transaction List will now reflect updated balance amounts based on the dollars applied.

Unapply Credits to Debits

1. Locate account and click on Transactions in the Navigation Panel. 2. Change Transaction List View to Current – Open Item

3. Select either the APCR or the APDB transaction items


4. Click on Actions, Unapply Credits to Debits

5. The “Unapply Credits to Debits” box appears

6. Click Yes if you see the correct items reflected in thebox 7. The reversed credits/debits are reflected in the Transaction screen if you are viewing “Current –

Open Item”


Reading Accounts Payable and Receivable Screens Reading Accounts Payable Screen

1. Locate client 2. Click Transactions on the Navigation Panel 3. Double click on the line Item # on the Transactions screen to review (determine the line item

number by viewing items shown on the transactions screen)

4. Click on Company Payables on the Navigation Panel 5. Under Payables section view if the amount invoiced, commission percentage and amount

payable to the company

6. Under the Reconciled section view the month, check number, and amount paid to the company.

If no items are found and the payables reconciled are zero the company statement has not been

paid. Note: Use this screen to verify that we have received the company credit when requesting a refund check on a return premium.

7. To close, click in the Navigation Panel

Reading Accounts Receivable Screen

1. Locate insured 2. Click Transactions on the Navigation Panel 3. Double click on the line Item # on the Transactions screen to review (determine the line item

number by viewing items shown on the transactions screen)

4. Click on Receivables on the Navigation Panel


5. Receivables will display on the screen in relation to item # selected

6. Under the Balance section view Invoiced Amount, Payments, Remaining Balance etc.

7. Click in the Navigation Panel to close out screen

Tip: From the Options Bar, click On Demand / Billing Register for a quick report on what has been

billed on an Account. The Billing Register will show you Receivables, Company Payables, Revenue, Agent Payables and Production Credit. Choose to see everything, or make your selection by bill number, policy, date entered, entered by, etc.