table of contents fili… · web viewtable of contents. introduction page 3. step 1 clientvision...

Client VisionUsing the Technology for Office Efficiency

TABLE OF CONTENTS

Introduction Page 3

Step 1 ClientVision Main ScreenPage 4

Household LookupPage 5

Active Households by Last NamePage 6Pre-Defined Query Reports

Page 7Household Report

Page 8Splits and Combines

Page 9Change Household Data

0

Step 2 Adding DependentsPage 11

Dependent File LookupPage 12

Dependent Add WindowPage 13

Adding Other PoliciesPage 14

Misc. Policy UpdatePage 15

- 1 -A District 07 Training Program

Updated: April1999


Step 3 Adding New Households/PolicyPage 16

Auto Rating ProgramPage 17

Auto Package ReviewPage 18

Adding a New Homeowner PolicyPage 19

Homeowner Continued0

Policy Forms that cannot be addedPage 21

Step 4 Create a Batch File SystemPage 22

Today’s Comments by UserPage 23

Activity Control PanelPage 24

Query Schedule WindowPage 25

Confirm Job WindowPage 26

TABLE OF CONTENTS (Con’t)Step 5 Adding Household Comments

Page 27- 2 -

A District 07 Training Program


Household Comments InputPage 28

Household Comments ViewPage 29

Adding Policy Comments0

Adding Loss Review CommentsPage 31

Sample Loss Review CodesPage 32

Step 6 Rating Your Households (Mining)Page 33

Change Household Data WindowPage 34

Step 7 Farmers Friendly Reviews (FFR)Page 35Sample FFR Screen

Page 36

Step 8 Using the Calendar as a Date Up FilePage 37The Daily Calendar Screen

Page 38The Add Item Window

Page 39The Add Reminder Window

Page 40

Step 9 Setting Up Instant MessagingPage 41



Sending Instant Messages2

Transaction CodesPage 43

Adding Lienholder InformationPage 44

Document Retention SectionPage 45



BATCH FILINGThe batch filing system is not a “paperless” system, but rather a system that will greatly reduce the amount of paper you handle. Think of it as a paper reduction system.

DOCUMENT RETENTIONFarmers Insurance and the Texas Department of Insurance requires that certain types of documents must be retained for legal purposes. In the Document Retention Section, you will find a list of documents that must be retained by the Agent and/or submitted to the Region.

CLIENTVISION WORKBOOKThe ClientVision book referenced in this program is dated 07-98. The number is 32-7231. The reference will be shown as (CVB Page x).

SCREENS SHOWNThe screens used in this manual are from CV2.2. Most screens should be the same as shown in the ClientVision book, which uses CV2.4.



Step 1When your database was first created and downloaded to your Farmers computer, over 98% of the policy records were in the proper Household. However, about 2% of your files were placed in the wrong Household due a slight difference in the Household name or Household address.

You should begin by reviewing each and every Household record in your ClientVision database. To do that, you start at the Client Vision Main screen.

ClientVision Main Screen (CVB Page 8 - 11)

To start, just type an “A” in the Last Name field and press <Enter>



Household Lookup Window by Last Name (CVB Page 26)

This window will show an alphabetical listing of all your Households by last name.


Note the same last names; may be an incorrect file folder; note the addresses



Note the same last names, but has different addresses; may be another incorrect file folder


Active Households by Last Name Printed Report (CVB Page 39)

In order to created a printed report of Active Households by Last Name, you will need to do the following:

At the ClientVision Main screen, Press the <F2> (Mkt) key At the Agency/Marketing Activies screen,

select Pre-formatted Reports by typing a “5” in the Opt field, then press <Enter>


Type a “5” to select in this Opt field, then press <Enter>


At the Pre-formatted Query Reports window: (CVB Page 43) Press the <PgDn> key 4 times Type a “6” in the Opt field to print the report

The report will list all your Households by last name. From this report, you can begin working on your files to find and correct any incorrect entries.


Type a “6” to print this report, then press <Enter>


As you begin to work your way through your paper files, we recommend that you mark the

upper corner of your paper file that you have entered the data from this file into ClientVision.


Note the same last names, but with different addresses; may be incorrect; check your paper file to verify information

CV 10/15/97


After you have a listing of all your Households, you will begin to look at each one in turn to see if all the household data is correct. You will want to add all phone numbers, both home and work to the Household Data screen. In order to correct Household data: Type the last name of the insured into the

Last Name field of the Client Vision screen <Tab> over to the First Name field, press the

<FieldExit> key to clear any data Press <Enter>

That will bring you back to the Household Lookup Widow by Last Name window. (CVB Page 26)


To split out a policy, type a “1” in the Op field, then <Enter> (CVB Page 91)To combine a Household, type a “7” in the Op field of both Households, press <Enter> (CVB Page 92)


When your ClientVision files were downloaded, they did NOT include any phone numbers. It will be necessary for you to enter all the phone numbers into your database. In order to do that: In your Household Lookup by Last Name

report, start with the first Household name shown, then work your way through the list. We recommend that you assign one or more persons to the task of working the list

At the ClientVision Main screen, type in the last name and first name shown on the list, press <Enter>

Move the cursor to the Last Name field, press the <F4> key to open the Change Household Data window (CVB Page 7)

This window will allow you to edit or enter: Names Addresses



Phone numbers Spousal names Who handles this Household (Assigned CSR) Misc. (Used for rating your Households) (See

page 33 in this manual for the recommended rating system)

Step 2Adding Dependents (CVB Page 15 & CVB Page 35) You may add dependents by pressing the <F10> key at either the ClientVision Main screen or by pressing <F10> in the Change Household Data window.




Press the <F10> key to add or edit dependent information for this Household


At the Dependents File Lookup Window (CVB Page 35) Type a “5” to select existing record, press

<Enter> - or - Press <F6> to add a dependent


To select an existing record, type a “5”, press <Enter>


At the Dependent Add Window, you can enter information about dependents in this Household.


To add a dependent, press the <F6> key


Remember, when you have information about the dependents in a Household, you will be better able to provide service (adding a new driver) and/or sales opportunities (life insurance).



ClientVision contains information about Auto, Fire, and Life policies. However, you may add information to ClientVision by using the Other field on the ClientVision Main screen.


Place your cursor next to Other, press the <F6> key to create a misc. record in this Household


At the Misc. Policy Update window, you may enter information about other Farmers policies not a part of ClientVision or for non-Farmers policies.

After you have filled in as much information as you have in this window, that information will now appear in the Household at the ClientVision Main screen. When your client calls or visits your office, you will have all of policies he/she carries in one place for easy viewing.



Step 3Adding a New Household/Policy (CVB Page 61)

At the ClientVision Main screen: Press the <F6> key to create a new

Household

At the Add Household Data Window , you can enter: Household names Address Phone numbers Misc. phone numbers (such as spousal work

phone number) Household status (A=Active) Misc. fields (Mining)

After you have entered all the necessary information, press <Enter> to save.



Sample Add Household Data Window



At the new Household screen in ClientVision, you can now add your newly written Auto policy:

Move the cursor down next to the word “Auto” with the <Arrow> key

When the cursor is on the line by the word “Auto”, press the <F6> key

That will open the Auto rating program:

At the Auto Insurance – Factors #1 screen, enter the required information on the new auto, press <Enter>

At the Farmers – Factors #2 screen, enter the required information, press <Enter>

At the Farmers – Factors #3 screen, enter the required information, press <Enter>

At the Farmers – Quote screen, press <Enter>

At the Auto Insurance – Factors #1 screen, press <F7> to End

At the Save Policy Changes window, type YES, press <Enter>


Type YES, press <Enter>


At the Auto Package Review window: Type a “5” in the Op field, press <Enter>

At the Add Policies To Household window: Enter your policy number, press <Enter>


Type a “5”, press <Enter>

Enter the new policy number here


At the new Household screen in ClientVision, your newly entered Auto policy will now be shown:

Next, you will need to add a comment by pressing the <F9> key and indicating this is a new Household. This information will be


The new auto policy is now shown in the Household screen


printed overnight and be placed in the Batch File folder.

Adding a New Homeowner PolicyTo add a new Homeowner Policy, you follow the same procedure:

Move the cursor down the screen next to “Home”, press the <F6> to create a new policy

At the Farmers Homeowners Package – Factors #1 screen, enter the required information, press <Enter>

At the Farmers Homeowners Package – Factors #2 screen, enter the required information, press <Enter>

At the Famers Homeowners Package – Factors #3 screen, enter the required information, press <Enter>

At the Texas Farmers Company – Quote screen, press <Enter>

At the Farmers Homeowners Package – Factors #1 screen, press <F7> to End

At the Save Policy Changes window, type YES, press <Enter>

At the Fire Package Review window, type a “5” in the Op field, press <Enter>

At the Add Policy to HH window, enter your policy number, press <Enter>

At the Premium Selection window, type a “5” in the Op field to select the deductible you want, press <Enter>



You new fire policy is now entered. If your premium shown is not correct, it will be adjusted when the policy is issued and updated by the ClientVision download.

Your policy will be shown in “reverse” color until the download is completed. ClientVision will match your policies up by policy number.

DO NOT ENTER A NEW HOUSEHOLD WITHOUT ENTERING POLICY NUMBERS. If there are no policy numbers in the Household, ClientVision will create a new Household and download the policies there. You will have two Households instead of one.

After you have entered the new Fire policy, press the <F9> key and add a comment that the new fire policy has been added. The comment will be printed and added to the Batch File Folder.

At the present time, you cannot add the following policies to ClientVision:

Renters Dwellings Life Policies



You can, however, note in your Household comments that these policies have been written and they will be added by ClientVision when issued.



Step 4Creating a Batch Filing System – The DAILY Folder

These folders will take the place of the files you presently maintain on each client. Remember, ClientVision has all the information you need to work with your clients. You will no longer need to maintain those old client file folders.

You will want to set a start date for Batch Filing. We recommend that you start on the first day of the upcoming month.

You will start by labeling or writing DAILYdates on manila file folders. We

recommend that you list all the business dates for the upcoming month. You will not need folders for Saturdays, Sundays, or Holidays that your office will be closed for business.

You will file all the work completed in the office by all staff members into the DATE FILE for that day. You will also place Today’s Comments by User into the Date File. This report will be generated by the system after the close of business each day. It will printed during the night. This report will identify who worked on what case that business day and



will serve as a useful tool should you need to research a case in the future.

NO PAPER WILL BE PLACED INTO THE OLD CLIENT FILES. Those old files should be removed and stored as they will no longer be needed. All documents that must be held by the Agent will be kept in the Date File for the day the transaction took place. (See the Document Retention Section for a listing of documents that must be kept by the Agent and/or sent to the Region)

After you have scheduled your start date to begin the Batch Filing System and you have created your Date File folders, you will need to tell ClientVision to print the comments.



Starting Today’s Comments by User for the Batch Filing System

At the ClientVision Main screen: Press the <F2> key (Mkt) At the Agency/Marketing Activities screen,

select the Print Letter or Report on a select Date field

.


Type a “5” here, then press <Enter>


At the Activity Control Panel window: Type a “2” in the Select field, press <Enter>

At the Query Schedule window: Press the <F6> key to Add

At the Schedule Pre-Def. Query window: Press the <PgDn> key 1 time Move down to the Opt field for Today’s

Comments by User


Type a “1” here, press <Enter>


At the Query Schedule window, you will enter the information to tell ClientVision to print the daily reports:


Must use today’s day or a future date

Set the time to 8pm by type 2000 in the Time field

Set your printer to PRT01 or printer of your choice

Set this date to 12 31 99. You will need to reset this date on Jan. 2, 2000 to a future date.

Set this to “Y” for daily print outs


After you have all the above parameters set, press <Enter>

At the Confirm Scheduled Job window: Set the “Do you want to start the job?” to

YES


Set this field to “YES”Press <Enter> to save


NOTATION:We recommend that you go into Network each morning and print the “20” screen (Agent Activity List). This screen will tell you what policies have been issued and what policies are still pending.

Now you are set to begin the Batch Filing System.

Step 5Adding Household Comments (CVB Page 65)

In the old paper filing system, you would place notes into the client folder for future reference. In ClientVision, you do the same thing electronically. It is called Adding Comments.

There are three (3) ways to add comments to a Household:




Policy comments can be added to the policy.

Household comments can be added to the Household

Loss review comments can be added to the claim screen


Household Comments should be added anytime you want to retain general information about the Household. Mr. Client called and wanted to add Jr. as a driver, or Mrs. Client called and asked why their renewal premium was higher than before, etc.

To add a Household comment, at the ClientVision Main screen: Press the <F9> key At the HH/Policy Comments window, press

the <F6> key


In ALL CAPS, enter your transaction code, then enter the batch file date.See Page 43 in this manual for examples of TRANSACTIONCODES

The batch date is entered here as Bxx xx xx where xx is the Month Day YearExample: Oct. 15, 1997 would be B101597 in ALL CAPS

Your message, comment, or facts relating to this Household will be typed here in lower case


ClientVision will automatically stamp the Date, Time, and User Name on your comments when you press the <Enter> key.

Once a comment is entered into ClientVision, you may delete the comment if needed, but you cannot edit an existing comment. Any time you print a letter from Mass Marketing or from a ClientVision screen, the system will automatically place a comment in the Household comment screen that a letter has been printed.


Date is stamped here

Time is stamped here

The User Name is stamped here


Adding Policy Comments (CVB Page 10 – 11)

At the ClientVision Main screen: <Tab> down to the first Auto policy shown,

and type a “9” by the Auto policy, press <Enter>

At the Policy Comments window, press the <F6> key

At the Policy Comments window input screen, type in your comments

Press <Enter> to save At the Enter Follow Up Date window, you

may enter a follow up date if you choose (this will place a message in the selected calendar for follow up)

Press <Enter> to return to the Policy Comments window (your comments will be now shown)

Press <F12> to exit

The Date, Time, User Name, and Policy Number will be stored by ClientVision in this Household for future reference. We recommend that you should enter comments at the policy level



anytime a transaction has occurred on a policy, such as a change of coverage, change of premium, etc.

Adding Loss Review Comments (Claims) (CVB Pages 70 - 71)

When it becomes necessary to assist a client in filing a claim for a loss, you will now be able to record you activities with your client.

From the ClientVision Main screen: Press the <F15> key

At the Household MVR/Loss Review window: Press the <F9> for Field Underwriting

Comments

At the Field Underwriting Review window: Press the <F6> key to Add Comments



At the Add Comments window: Enter the policy number Enter the Loss Date Add your comments by catergory:

LOB (Line of business) DETAILS: Your comments about what

happened CLAIM#: The claim number ACTION TAKEN: What did the Agent and/or

Farmers do as a result of this accident



Step 6Rating Your Households (Mining)


Line of business

Details about the accident

Claimnumber

Indicate what action, if any, was taken as a result of this accident


ClientVision will allow you the opportunity to rate each Household based on the business that Household does with you. We recommend that you use the following rating system:

Rate A = 3 lines of business (any 3 different lines)

Rate B = 2 lines of business (any 2 different lines)

Rate C = 1 line of business

After you have entered the rating based on the line(s) of business, you can also indicate if your client is a homeowner or a renter. We recommend that you use the following rating system:

H = Homeowner R = Renter

The above ratings are added in the Add or Change Household Data window:

At the ClientVision Main screen: Open the Household you want to rate by

typing in the last name in the Last Name file, then press <Enter>

In the Household Lookup Window by Last Name window, select the Household you want by typing a “5” in the Op field, press <Enter>

With the cursor in the Last Name field:- 46 -

A District 07 Training Program


Press the <F4> key to open the change window

<Tab> down to the Misc. field In the first field, enter the Household rating

by line(s) of business

In the second field, enter the code for Homeowner or Renter


Use the Misc. fields for rating the Household


With the rating system in place, you can focus on providing quality service to those clients who are the most profitable to your Agency.


In the first data field, enter an A, B, or C rating

In the second data field, enter an H or R


Step 7Farmers Friendly Reviews (FFR) (CVB Page 64)

To turn customers into clients by adding new lines of business, ClientVision has the Farmers Friendly Review screen that will allow you to enter and track a systematic review of your customers (and clients) policies.

At the ClientVision Main screen: Press the <F8> key for FFRs

At the FFR Window you can enter: Last FFR date Next FFR date Calendar to record a reminder Auto X-Date Fire X-Date Life X-Date Follow up Dates General comments




Last FFR date

Next FFR date

Name of calendar

Store X dates

Add comments


Step 8Using the Calendar as a Date Up File

The AS400 has a very good calendar program. It is used by ClientVision to insert follow up dates in a selected calendar.

You can use the calendar as a Date Up File. When you want to be reminded to follow up with a client, to complete a task, sent a letter, etc., all you need do is add a reminder to your calendar. If you are enrolled as a User, you will have a calender that will be accessed with your User Name.

To view your calendar or to add reminders to your calendar, you can access it in any of the following ways: At the OfficeVision for OS/400 screen (this is

the first screen you see when you log on as a User), type “1”, press <Enter>

At the Home Menu screen, press the <F3> key to return to the OfficeVision screen, type “1”, press <Enter>

Use the <Attn> key…



If off-line, press the <Attn> 1 time to return to the Home Menu

If on-line, press the <Attn> 2 times to return to the Home Menu At the Home Menu, press <F3> At the OfficeVision Menu, type “1”, press

<Enter>

In the Daily Calendar screen: Press the <F6> key to add an item




Press the <F6> key to add an item


At the Add Item window: Type a “3” in the Type of item field, press

<Enter>


Type a “3”, press <Enter>


At the Add Reminder window: Type in the Date you want <Tab> to the Reminder field Type in your reminder message Press <Enter> to save

Now that you have your calendar ready for use, you will need to check it when your first log on the system. That way, you will know what your scheduled activities are for the day.

To print a copy of your calendar, at the OfficeVision screen: Type “1” (Calendar), press <Enter>


Enter the reminder date here

Type in your reminder message here, press <Enter> to save


At the Function field, type “PRT”, press <Enter>

At the Print Calendar screen: Enter the Start and End dates Choose the format (1=Daily; 2=Weekly;

3=Monthly) Press <Enter>

Step 9Setting Up Instant Messaging

The AS400 will allow you to send instant messages to any User enrolled in the system. In order to use instant messaging, it will be necessary that you set it up for each User. The System Administrator should do the following:

Starting at the OfficeVision for OS/400 screen: Type “9” (Administration), press <Enter>

At the Administration screen: Type “1” (Work with Office Users), press

<Enter>

At the Work with Office Users screen: Select the first User by typing a “2”

(Change) in the Opt field, press <Enter>

At the Change Enrollment screen: Type a “6” (Enviroment information) in the

Selection field, press <Enter>



At the Change Enviroment Information screen: <Tab> down to the Message notification

within Office field Type a “4” (Same) Press <Enter>

Repeat the above steps for each additional User.Press the <F3> key 2 times to exit to the OfficeVision screen.

Go to the monitor you want to set up for Instant MessagingGo to the Home MenuSelect Option 21 (Work with User Profiles)

Press <F10> (Additional Parameters)

Page down one time, look for the “Delivery” fieldChange the parameter to *BreakPress <Enter> to save

To activiate the change, sign off and sign on.

Sending an Instant Message

Starting at the OfficeVision screen: Type a “3” (Send message), press <Enter>

At the Send Message screen: Type in your message <Tab> down to the User ID field



Type in the User name Press <Enter> Press <F10> to send message

The User will hear a “beep” (provided that User’s keyboard has sound turned on) and the message will appear on the screen.

After viewing the message: Press the <F11> key to delete the message Press the <F3> to exit, if needed

Transaction Codes:

We recommend that you use the following codes when entering information into your Household and Policy comment windows:

NEW BUSINESS CHANGE BILLING QUOTE CANCELLATION UNDERWRITING REINSTATEMENT



CSR NOTE TRANSFER IN/OUT REFUNDS UPGRADE DOWNGRADE ENDORSEMENT



Adding a Lienholder Name and Address

At the present time, Client Vision does not list the name and address of the lienholder for an Auto or Fire policy. You can add this information by utilizing the Garage Address section of the Policy Address Change window.

At the ClientVision Main screen: Tab to the Auto or Fire policy that you want

to store Lienholder information on Type a “3” (Policy Address), press <Enter> Tab to the Garage Address section and key

the Lienholder information in Press <Enter>


Store your Lien holder information here


This “work-around” can be used until ClientVision is updated to display Lienholder information.

DocumentRetentionSection


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