Welcome to the New Policy Issued/Received workflow. This is a step-by-step workflow to complete the task of checking the new business policy for accuracy and what to do if you notice any errors 


This workflow is for agencies with full management system access as we will use the Management System and Client Center product. If you aren't sure if you have all these products, check out our Glossary of Icons and their Meanings - Left Navigation Bar section for product icons.


EZLynx Term: Applicant is our term for customer, insured, or account and are used interchangeably.

Check Policy Accuracy


When the Policy is issued and received by the Agency, it is important to compare what was quoted to the actual policy issued by the Carrier. 

 

Mistakes can and do happen sometimes (due to accidental typos, missed checkboxes, and the like). It is the Agent’s responsibility to alert the Carrier immediately when errors are found so they can endorse the policy with the correct information. Keep in mind that Carriers typically do not cancel and start over. They will commonly endorse the existing policy. 

 

Steps to check the policy for accuracy

 

The Policy is received from the Carrier. 

  1. Find policy in the customer account.
    Not sure how? Click here!
    • There are many ways to find a customer's policy. 
      1. From the Super Search which the search field on the top navigation bar. You can input the policy number and it will find the account.
      2. While on a customer's account, from the Overview tab, check the Policies section.
      3. While on a customer's account, click on the Policies tab. 
        • Note if you cannot find a policy, have your Agency Admin check the Unmatched Downloads folder. Check out our Unmatched Downloads article to learn more.



  2. Check to be sure the premium is correct, and what was quoted to the insured.

  3. Enter premium differences if applicable (and invoice according to Agency procedures).

  4. Inspect the policy to confirm it includes the quoted coverages, limits, deductibles, additional interests, locations, vehicles, drivers, along with all the endorsements added to the policy to be sure it matches what you requested the Carrier to bind.
    1. Comparison can be done by using the Compare feature (if downloaded to a manually entered policy), looking at quotes saved in Activity Notes, signed applications, or supplemental documents used for quoting.
      Not sure how? Click here!
      1. On the policy, click Actions > Compare. This will open the Compare Policy window. 
      2. Using the Version 1 and Version 2 dropdowns, choose the transactions on the policy you would like to compare.



  5. Upload a copy of the Policy to the Activity Note (if not received as an eDoc), and complete the open Task Reminder and checklist. 
    Not sure how? Click here!
    • Update Note via Activity tab:
      1. Navigate to the Activity tab of the customer's account.
      2. Search for the already started discussion using the Search Activities search.
      3. Select the discussion. This will expand it so you can see all the notes included.
      4. Select the Edit this task icon (wrench) next to the task. This will open the Agency Workspace pane with the customer's name, discussion title, and previously added notes.
      5. Check the boxes from the checklist.
      6. Use the dropdown to change the task from Open to Completed.
      7. Input your notes in the "Type your note here..." box. 
      8. Select the Add Attachments (paperclip) icon to attach any relevant documents needed for reference. 
      9. Select the Add Task (paper with a checkmark) icon to assign a task or checklist to someone at your agency.
      10. Select Add Reminder to add as many reminders (email, text, and/or notification) as needed for the task or checklist.
      11. Select the Add Labels (price tag) icon to add a label to the note for organization.
      12. Select Save to finish adding the note to the customer's account.
    • Update Note via Add Note icon: 
      1. On the top-right, select the Add Note (paper with a plus) icon. This will open the Agency Workspace pane.
      2. If you are on the customer's account, it will auto-fill their name in the top field. If you are not, then you will need to search for the customer's account.
      3. Search for the previous discussion title by typing into the Discussion Title field. Suggested options will display. Select the correct one. This will add the discussion title and the previously added notes to the pane.
      4. Follow steps 5-12 from the Update the Note via Activity tab section above.



  6. Share the Policy attachment with the client center and / or send the policy to the insured if you have their copy.
    Not sure how? Click here!
    1. Navigate to the Documents tab on the customer's account.
    2. On the Policy attachment, select Actions > Share. This will open the Send Shared Document Notification window.
    3. Use the dropdown to select a notification delivery method for your customer to be notified that the document is now accessible to them via Client Center.
    4. Select Send to send the notification to your customer and close the window.



  7. Send the policy to Additional Interests if you have their copy.
    Not sure how? Click here!
    • Download the file for communication outside of EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Policy Attachment change, clicks Actions > Downloadto download the file so you can save it to your computer and email the Insurance Carrier Underwriter.
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Agent/Broker of Record change, clicks Actions > Email. This will open a new browser tab and take you to the Compose Email page with the Agent/Broker of Record form already attached. 
      3. Compose your email and click Send.
        • The benefit of emailing them from within EZLynx is the Activity tab will track when you emailed the files. However, it is only trackable from the customer's account. EZLynx does not have a space to email non-customer entities from outside of a customer's account.




If errors are found on the policy 

  • Note: The correction will come in the form of a policy change from the Carrier. If this is a manual policy, even though the policy is wrong, update the system to match the original “incorrect” policy coverages / limits and premium. Then, update the system as if you are requesting a policy change for the corrections that are coming. (Refer to Agency and Carrier Initiated Policy Change Requests). This will keep the historical data and premiums correct for commission reconciliations.

  1. Notify the insured you are making changes, and they will receive an updated endorsement to the policy.
    Not sure how? Click here!
    • Email the customer:
      1. From the customer's account, click on the Envelope icon on the Applicant Pane. This will open the Compose Email page. 
      2. Compose your email to the customer and Send. 
    • Text the customer: 
      1. From the customer's account, click on the Text Bubble icon on the Applicant Pane. This will open the Texting Pane on the right side of the screen. 
      2. Compose your text and Send.




     
  2. Create a Note to document the changes needed, and how the endorsement will be requested (Emailed or Faxed request indicating what was sent along with the request, or bound online). Set a task reminder for receipt of the policy change. (10 days for a Download policy, 30 days for a Manual policy) 
    Not sure how? Click here!
    1. On the top-right, select the Add Note (paper with a plus) icon. This will open the Agency Workspace pane.
    2. If you are on the customer's account, it will auto-fill their name in the top field. If you are not, then you will need to search for the customer's account.
    3. If this is a new discussion, input the Discussion Title. If this note needs to be added to an already started discussion, search for the previous discussion title. 
    4. Input your notes in the "Type your note here..." box. 
    5. Select the Add Attachments (paperclip) icon to attach any relevant documents needed for reference. 
    6. Select the Add Task (paper with a checkmark) icon to assign a task or checklist to someone at your agency.
    7. Select Add Reminder to add as many reminders (email, text, and/or notification) as needed for the task or checklist.
    8. Select the Add Labels (price tag) icon to add a label to the note for organization.
    9. Select Save to finish adding the note to the customer's account.



We hope this workflow article was helpful in learning how to check the policy for accuracy when it comes in and what to do if errors are found. Please let us know if this article was helpful by answering the question below. Check out our related articles on the right-side of the page to learn more about EZLynx!