Sample Workflow for APP Retention Program Action Codes Hawksoft Set-Up Guide
Below is a sample workflow for the APP Retention Program utilizing the APP Retention Action Codes. While this does not cover EVERY scenario seeing it laid out is helpful to many and should reduce the number of questions or “I thought I did this correctly” comments.
If the account has been successfully reviewed within the last 10 months
Previous Reviewed will be used to close ALL additional account review suspenses on a Client that has had a successful review in the past 10 months
Close the suspense using the following:
-Phone -To -Insured -Communication
-PREVIOUSLY REVIEWED ALL <10 MONTHS
-CLOSE the suspense
If the account has not been reviewed in the last 10 months
Close the suspense that is assigned for a review with ACCOUNT REVIEW
-Phone -To -Insured -Communication
-ACCOUNT REVIEW
-CLOSE the suspense
-Click on the “Client” Tab
-Fill out your Call Sheet
-Attach it to the Client Tab with the Title “Call Sheet”
>>If there are multiple review suspenses for the same client on the same day: Close the first suspense with ACCOUNT REVIEW and follow the steps above. Then close all remaining account review suspenses with the steps outlined for Previous Reviewed <10 Months.
CALL THE INSURED
IF your client does not answer and you leave a Voicemail
-Click on the “Client” Tab
-Phone -To -Insured -Communication
-Account Review -ATTEMPTED
Add a log note stating that you left a voicemail. Then send the appropriate saved “Retention” email to the insured.
IF all phone numbers in file are Disconnected or no longer valid
-Click on the “Client” Tab
-Phone -To -Insured -Communication
-Account Review -BAD CONTACT
Add a log note stating that the contact information is not correct. Add a Tag to the file that the contact information is not correct. Then send the “Bad Contact” letter by mail.
IF you have spoken to the insured and need to follow up with them for an activity not outlined below
-Click on the “Client” Tab
--Phone -To -Insured -Communication
-Account Review -CONTACTED
-Fill in the log of your conversation with the insured and create a suspense of any other follow up items needed.
IF you have spoken to the insured no follow up is needed
-Click on the “Client” Tab
-Phone -To -Insured -Communication
-Account Review -COMPLETED
-Fill in the log of your conversation with the insured.
IF you have spoken to the insured and they have agreed to an increase
-Click on the “Client” Tab
-Phone -To -Insured -Communication
-INCREASE
-Fill in the log of the items that need to be increased.
-Click on the Policy Tab that needs to have the increase processed
-Select New Log
-Phone -To -Insured
-Change Client/Policy
(Process the change according to the agencies procedure)
IF you have spoken to the insured and they asked for a remarket
-Click on the “Client” Tab
-Phone -To -Insured -Communication
-REMARKET QUOTE
-Fill in the log explaining reason for the remarket and the insureds desired outcome
- Insert a new “Prospect” policy using “AR Remarket” the source code
-Then follow the agencies sales procedure for a Remarket Quote
IF you have spoken to the insured and they approve the remarket
-Click on the corresponding “Prospect” Tab
-Phone -To -Insured -Communication
-REMARKET SUCCESS
-Attached signed application to the new policy
-Follow the agencies procedure for replacement business entry
IF you have spoken to the insured and they give permission to quote a new line of business
-Click on the “Client” Tab
-Select New Log
-Phone -To -Insured -Communication
-ACCOUNT ROUND QUOTE
-Fill in the log with information on the new line of business
- Insert a new “Prospect” policy using “AR Account Round” as the source code
-Then follow the agencies sales procedure for new business
IF you have spoken to the insured and they approve the new line of business
-Click on the corresponding “Prospect” Tab
-Phone -To -Insured -Communication
-ACCOUNT ROUND SUCCESS
-Attached signed application to the new policy
-Follow the agencies procedure for new business entry