policy cancellation request - allstate · agents now have the ability to initiate a policy...

P O L I C Y C A N C E L L A T I O N – A G E N T R E Q U E S T

v7.01.13 1 Policy Cancellation

Policy Cancellation Request Create a Policy Cancellation Request ...................... 1

View Account History .............................................. 11 Cancellation Statuses and Log Notes ..................... 11

Update a Policy Cancellation Request ................... 13

Delete a Policy Cancellation Request .................... 15

Request to Cancel/Rewrite a Policy ....................... 17

Agents now have the ability to initiate a policy cancellation request through FloodConnect. You can enter the cancellation effective date, the cancellation reason, and can upload supporting documentation, all from one screen. Refund information can also be recorded during the cancellation request process. An underwriter will handle the final authorization of the request to ensure proper documentation has been supplied, the correct effective date is being used, and the refund amount and information is accurate.

Create a Policy Cancellation Request 1. Search for the policy you want to cancel and go to its Account

History.

Account History

2. On the Account History page, click the Cancel Policy link to start the cancellation process. The Cancellation Reasons page displays.



Cancellation Reasons

3. On the Reasons page, change the Cancellation Effective Date as necessary. By default, today’s date is displayed. (Use the format mm/dd/yy or mm/dd/yyyy).

4. From the list of reasons available on the left side of the page, select the appropriate reason code. The reasons available are dependent on your company’s preference. If the reason you need is not shown, contact customer service or an underwriter.

5. When you select a reason, a pop-up window displays showing the FEMA requirements for the selected reason code and indicates the documentation that is needed to process a cancellation of the selected type.



Cancellation Reason with FEMA Requirements for selected reason

6. To close the pop-up window, click the x in the upper-right corner of the window.

When you select a reason, the required documentation is listed on the right side of the page.

Cancellation Reason and Required Documentation

7. If a FEMA Cancellation Form 81-17 is required and you want to view and print the form (pre-filled with policy information), click the Print pre-filled form link. Most cancellations require that the form be signed by the insured so you will need to get it signed and either scan and upload it or send it via mail or fax.



View Cancellation Form

8. If you opened the Cancellation Form, click Close Window when you are finished with it.

The Upload functionality in the lower-right part of the screen works the same as the existing Upload Documents option in Account History. Uploading documents through the Cancellation Reasons page will tie the documents to the cancellation request.

Document Upload



9. To upload supporting documentation and attach it to this cancellation:

• Click the Browse button. The Choose File window opens.

• Navigate to the location of the document on your computer or network that you want to upload.

• Double-click on the file that you want to upload. The path and file name will be inserted for you in the Document to Upload field.

• Indicate the type of document you are uploading by selecting the appropriate choice from the drop-down list in the Type of Document field.

• Click the Add button. The file is added to the list that shows in the Files to be Uploaded list in the lower part of the page.

Reasons page with a document selected for upload

• Repeat the steps above for each file you want to upload that is related to the cancellation.



• Review the list in the lower part of the page. If there is a file you do not want to upload, click its associated Remove button.

Documents are not uploaded until you click Next on the Reasons page.

Note: If you select a different reason code after uploading documents, some of the documents may no longer be needed. Those documents will be shown in red to indicate they are not applicable for the selected reason. If they have not yet been uploaded, they can be removed.

Unnecessary Files

10. When you are ready to proceed with the cancellation request, click Next. The Policy Cancellation Refund page displays. (At this point, any documents you queued for uploading are uploaded and will be in Account History.)

Policy Cancellation Refund

The Policy Cancellation Refund page displays the amount owed the insured. The amount is based on the cancellation effective date and reason.

11. Review the information. If the cancellation effective date or reason is incorrect, click Back and make changes. If the information looks correct, click Next. The Policy Cancellation Refund page redisplays with a check box.

Changed from reason 1 to reason 19 so a Bill of Sale is not needed.



Note: If you have the authority to cancel/rewrite certain policies, you will see a Rewrite check box. Refer to the Cancel/Rewrite section for more information.


12. The check box displays (automatically selected) and indicates whether you want to issue a check for the total refund amount. Leave the check box selected to issue a check or click the check box to clear it if you do not want to issue a check.

13. Click Next. The Make Refund Payable To page displays if you selected to issue a check.

Make Refund Payable To

The Make Refund Payable To page allows you to specify who should receive the refund check.

14. Select the person to whom the check should be written under Make refund payable to. By default, the Primary Insured is selected.

15. Select the address where the check should be sent under Mail refund to. By default, the Primary Insured is selected.

Note: If the correct name or address is not listed, continue creating the cancellation request. If you are authorized to enter log notes, create a log note with the correct information after submitting the cancellation request.



16. Click Next. The Submit page displays.

Submit Cancellation Request

If you select to submit the cancellation request, it will be moved on to an underwriter for approval. Use the buttons at the bottom of the page to select how you want to proceed.

• If you are not ready to submit the cancellation request, click Close Window. You will be able to update the pending cancellation transaction from the Account History page.

• If you do not want to save this transaction at all, click Delete this Transaction. The cancellation transaction in Account History will reflect that it was not taken.

• If you are ready to submit the cancellation request to an underwriter for approval, click Submit Transaction. The Confirmation page displays. After you submit (and before the underwriter approves the request) you may still upload documents related to this cancellation request by using the Update Pending Cancellation link on the Account History page. Be aware, however, you will not be able to make any changes to the request itself.

You may delete the request, if need be, before the underwriter approves it. Once approved, only the underwriter may delete it before it is issued.

Note: If a refund request was generated, be aware that the total refund amount may change based on underwriter review. Refunds are calculated using the cancellation effective date and selected



reason. Changes to either of these by the underwriter may cause the refund amount to change.

Policy Cancellation Request Confirmation

This page confirms that your cancellation has been submitted. Note: This page also displays if you selected to delete the transaction. Click Close Window and refresh Account History and the status of the cancellation will be shown.

Once you have submitted, if you need to provide additional supporting documentation for the cancellation, you can either:

• Upload it by updating the cancellation request. Select the Update Pending Cancellation link on the Account History for this policy and upload documentation using the Cancellation Reasons page.

• Mail or fax it. If you plan to mail or fax the documentation, print the Transmittal Form (using the Click Here link on the Confirmation page) and include it with what you send so it can be associated with this request.

17. Click Close Window.

18. On the Account History page for this policy, click the Refresh link. The list will update to display the Cancellation Request transaction and, if a refund is involved, the Cancellation Refund transaction.

Note: If you did not upload all required documentation before submitting the request (and if you are authorized to create log notes), it is recommended that you create a log note and indicate when you expect to have the outstanding documentation and how it will be delivered (mail, fax, or upload) to help reduce unnecessary follow-up phone calls and letters.



Account History with a pending cancellation request

After you have submitted a cancellation request, notice the following:

• The overall status of the policy is now Cancellation Pending; Policy Active.

• Two Cancellation transactions were created: o Cancellation Request, which captures what you entered. Note

the description indicates: Status = Pending Underwriter Action. A snapshot of the request as you submitted it is available in the document attachment .

o Cancellation Refund, which creates a payment request.

• Uploaded documents are shown and can be viewed by clicking the document attachment .

It is very important that you click Refresh so you can see the most up-to-date history.

Notice when you submit a request, a “snapshot” of the cancellation is taken, which is available to view via the document link



View Account History In Account History when there is a pending cancellation request on a policy, the Cancel Policy link is replaced with Update Pending Cancellation and Delete Pending Cancellation links.

Once you submit a cancellation request (and until it is approved by an underwriter) you:

• can select to update the pending cancellation and will only be able to upload documents within the pending cancellation request.

• will not be able to make any changes to the request itself (i.e., change effective date, reason, or refund information) but you may delete it.

Cancellation Statuses and Log Notes The following examples show different statuses and log notes in Account History that you will see related to cancellation transactions.

Example 1: If you started a Cancellation Request and have not yet submitted it, the status is shown as In Process.

Account History – Cancellation In Process

Example 2: If you created a Cancellation Request and then deleted it, a log note indicates it was deleted. Even though the request was deleted, any documents uploaded with it remain in Account History.

Account History – Cancellation Deleted

Example 3: If you have submitted a Cancellation Request (by clicking the Submit button), the status is shown as Pending Underwriter Action.

Account History – Cancellation Pending Underwriter Action

Example 4: If a Cancellation Request has been approved by an underwriter, the status is shown as Pending Issue.

Account History – Cancellation Pending Issue

Pay special attention to the descriptions and statuses in Account History.



Example 5: If a Cancellation Request has been denied by an underwriter, a log note indicates that it was denied. Even though the request was denied, any documents uploaded with it remain in Account History.

Account History – Cancellation Denied

Example 6: If the cancellation has been approved and it has been issued, the Cancellation Request transaction is changed to Cancellation and the description reflects that it has been issued.

Account History – Cancellation Issued

When the associated refund payment is issued, the Cancellation Refund transaction is updated to record the check number.



Update a Policy Cancellation Request Before an existing cancellation request is submitted (In Process status), you can use the Update Pending Cancellation link in Account History to make any changes to it. The screens look and flow as described on the previous pages.

Once you have submitted the cancellation request (Pending Underwriter Action status), you can use the Update Pending Cancellation link in Account History but only to upload supporting documentation.

Account History with a pending cancellation

1. On the Account History page, click Update Pending Cancellation.

When you update a cancellation that has been submitted, the Reasons page displays and only the Upload area is available. If changes need to be made to the cancellation effective date, reason, or refund information, contact customer service or an underwriter.



Cancellation Reasons after submit

2. If you don’t want to upload documents, click Quit. If you want to upload documents, do so and then click Next. The Confirmation page displays.

Policy Cancellation Request Confirmation

3. Click Close Window. Refresh Account History to see the uploaded documents.



Delete a Policy Cancellation Request Before an existing cancellation request is approved by an underwriter, you can choose to delete it.

1. Click the Delete Pending Cancellation link in Account History.

Account History with a pending cancellation

2. On the confirmation page, by default, the Keep option is selected. Change the option to Delete if you are sure that is what you want to do.

Delete Policy Cancellation Confirmation

3. Click Next.



If you selected to delete, Account History will be updated to reflect the action (remember to click Refresh).

Account History with deleted Cancellation Request

The policy status reflects Policy Active. Notice the uploaded documents remain as a part of the history.



Request to Cancel/Rewrite a Policy The following steps show you how to rewrite a policy when you cancel it. You must have the user authority to cancel/rewrite in order to see the rewrite options within a cancellation request.

Start on the policy’s Account History page and follow the same beginning steps as Create a Policy Cancellation Request.

1. Click the Cancel Policy link. The Policy Cancellation Reasons page displays.

2. Enter the Cancellation Effective Date.

3. Select a cancellation reason under Reason for Cancellation.

4. Upload documents as necessary.

5. Click Next. The Policy Cancellation Refund page displays.


6. Select the Check here if policy is to be rewritten check box to specify that you’re rewriting the policy.

7. Click Next. The page redisplays.




A second check box displays for you to indicate if you want to send the Cancellation Declaration page to the insured.

8. Select the check box if you want to send the Cancellation Declaration to the insured.

9. Click Next. The Application entry page displays.

Application entry

Notice that the system has taken you to the Application entry page. From here, you can start to process the application for the rewritten policy. Most of the original information from the policy, like the name and address of the insured, is already filled in for you. A new application ID displays at the top of the page.

10. Enter additional information as necessary, calculate premium, and complete the application as usual. The system will inform you that a cancellation transaction has been created and that a new business application has been created.



The Account History for the original policy will reflect the changes and the pending policy status.

Account History – original policy pending cancellation/rewrite

The Account History of the new business application contains the same transactions (the new business application plus the cancellation request) and a status of New Business Pending.

Once the cancellation processes, the refund amount from the cancellation will be applied automatically to the new business application. When the new business application gets issued, it will have a new policy number. The old policy stays in the system with a Cancelled and Rewritten status.