Welcome to the Endorsements/Change Requests workflow. This is a step-by-step workflow to complete the task of handling endorsements/change requests depending on if they are "self-service" or agency/carrier initiated.


This workflow is for agencies with full management system access as we will use the Management System, eSignature, and Client Center products. 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.


TABLE OF CONTENTS

Check out our video if you'd rather watch and follow along!
EZLynx Term: Applicant is our term for customer, insured, or account and are used interchangeably.

Client Center "Self-Service" Change Requests


Accurate tracking, processing and communication of customer requested changes is an integral part of improving the customer retention rate in your Agency. This is the recommended workflow to ensure optimal utilization of the customer facing change request feature.

 

The Client Center User (the Insured) enters a Policy Change Request in Client Center

 

The Insured selects the policy for which they want to submit a change for. 

  1. The Insured will enter change request details (available for select lines of business within Client Center).
  2. They will confirm they understand that there is no coverage until the Agent and Carrier have bound the coverage.
  3. The Insured will receive a confirmation email stating their request has been sent to the Agency.

 

Agency Process for Change Requests received from Client Center

 

The Agency will get an email that the Insured has requested a change via Client Center.

  1. A task reminder is already created with the details of what is being requested. The Agent will find a memo with all the details inside the Activity Note in the Activity Tab. A pinned sticky Note will also display on the Insured’s account.
    Not sure how? Click here!
    • Find the task reminder from navigation bar: 
      1. Click on the Task icon (list) on the top navigation bar on the right side. This will open that Tasks Pane on the right side of the screen.
      2. Utilize the My Tasks dropdown to filter through your tasks or click on the Check box to show completed tasks or the Exclamation point to show only important tasks. 
      3. Click on the task to see the details. 
    • Find the task reminder from Activity tab:
      1. On a customer's account, click the Activity tab.
      2. Use the search and filters to find the task/note and click it. 
      3. Once expanded, you can see the details.



  2. For most lines of business, the policy entry screens will be updated with the requested change from the insured and shown as a yellow “unconfirmed change” in the History Tab as any unconfirmed change would. An open Change Request “chip” also displays on the policy overview. 
    Not sure how? Click here!
    • Find the History tab: 
      1. On the customer's account, click the Policies tab.
      2. Click on the policy. This will take you to the Policy Summary screen.
      3. Click the History tab. This will show the yellow "unconfirmed change". 
    • Find the Change request "chip":
      1. On the customer's Overview tab, click on the Policies section.
      2. Find the policy and under the Premium there will be a purple "chip" that says Open Change Request.




  3. The Agent will Bind the Policy Change request with the insurance Carrier based on Carrier and Agency guidelines.

  4. Edit the Discussion Note / Task Reminder to update and document how the change was requested (online, memo, email, phone, ACORD form). Set a task reminder for 10 days for downloads, 30 days for manual changes to be sure the endorsement is received from the Carrier. Add the proper checklist and label.
    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 Add to Discussion (paper with plus) icon on the discussion banner. This will open the Agency Workspace pane with the customer's name, discussion title, and previously added notes.
      5. Input your notes in the "Type your note here..." box. 
      6. Select the Add Attachments (paperclip) icon to attach any relevant documents needed for reference. 
      7. Select the Add Task (paper with a checkmark) icon to assign a task or checklist to someone at your agency.
      8. Select Add Reminder to add as many reminders (email, text, and/or notification) as needed for the task or checklist.
      9. Select the Add Labels (price tag) icon to add a label to the note for organization.
      10. 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 5-10 from the above section.


 

Confirm Policy Change when the Endorsement is received

 

The Agency receives the Policy Change (Endorsement) from the Carrier.

  1. Find policy and navigate to History Tab to see yellow unconfirmed change.
    Not sure how? Click here!
    1. On the customer's account, click the Policies tab.
    2. Click on the policy. This will take you to the Policy Summary screen.
    3. Click the History tab. This will show the yellow "unconfirmed change".




  2. On the Change Request line, click ACTIONS > CONFIRM CHANGE. 

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

  4. Check to be sure the endorsement matches the request from the insured (and what was requested by the Agency.) 
    1. If the endorsement is downloaded, the policy compare is available. Also, if the downloaded endorsement is an exact field to field match, the change may already show as Confirmed with premium updated. 
      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. If the endorsement is accurate, complete the open Task Reminder.
    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 Submission tab section.



  6. If there are errors in the endorsement, document in Note discussion and notify the Carrier immediately. Notify the insured you are making changes. (Follow the steps above as if you are starting a new Change request).
    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 Add to Discussion (paper with plus) icon on the discussion banner. This will open the Agency Workspace pane with the customer's name, discussion title, and previously added notes.
      5. Input your notes in the "Type your note here..." box. 
      6. Select the Add Attachments (paperclip) icon to attach any relevant documents needed for reference. 
      7. Select the Add Task (paper with a checkmark) icon to assign a task or checklist to someone at your agency.
      8. Select Add Reminder to add as many reminders (email, text, and/or notification) as needed for the task or checklist.
      9. Select the Add Labels (price tag) icon to add a label to the note for organization.
      10. 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 5-10 from the above section.



  7. Upload a copy of the Endorsement to the Activity Note, and close as Completed.
    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.



  8. Share the Endorsement attachment with the client center and / or send the endorsement to the insured if you have their copy.
    Not sure how? Click here!
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Endorsement attachment, click Actions > Email. This will open a new browser tab and take you to the Compose Email page with the file already attached. 
      3. Compose your email and click Send.
    • To share the file to Client Center: 
      1. Navigate to the Documents tab on the customer's account.
      2. On the Endorsement attachment, click 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.



  9. Share the endorsement with 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 Certificate, clicks Actions > Download to download the file so you can save it to your computer and email outside of EZLynx.
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Certificate, click 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.



Agency Initiated Policy Change Requests


Accurate tracking, processing, and communication of Endorsement Requests (Policy Changes) is an integral part of improving the customer retention rate in your Agency. This is the recommended workflow to ensure optimal utilization of the Policy Change feature in EZLynx. 


Follow these steps when the insured reaches out to your Agency to request a policy change. 

 

The Insured requests a Policy Change Request

 

The Insured calls, emails, texts, or visits the Agency to request a policy change.

  1. Agent will navigate to the Policy in Customers account.
    Not sure how? Click here!
    • From the Overview tab: 
      1. Under the Policies section, click on the policy in question. This will take you to the Policy Summary page.
    • From the Policies tab:
      1. Click on the Policy in question. This will take you to the Policy Summary page.




  2. From the Policy Overview or Summary Screen for the policy, choose ACTIONS > CHANGE REQUEST to enter the change date and a description regarding what the change is for. Note: This will flow to the memo as a description to provide a summary of the change. Follow the three steps Noted in the blue ribbon.

  3. Update the policy entry screens with the requested information (added / deleted vehicles, buildings, drivers, additional interests, Etc.). 

  4. Send memo via eSignature to the insured to sign if the Agency requires this for documentation.
    Not sure how? Click here!
    1. On the Review Change Request page, click the Actions button.
    2. Choose eSignature. This will open the Create eSignature envelope window.
    3. Check the boxes for the document(s) that you need signed and select Next to continue.
    4. By default the envelope will be sent as the agent that creates the envelope. Click the Change button to choose someone else if necessary.
    5. Give the envelope a Name and if you wish a reference # and/or password requirement. 
    6. Decide how many days the envelope should be available for.
    7. If multiple documents need to be signed, decide which order you want them to be signed in. 
    8. By default the primary applicant is added as a recipient. If you want to add more or add yourself as a recipient, select +Add new recipient or +Add me.
    9. Add any notes for the recipients such as instructions and click Next to continue.
    10. Use the Recipient dropdown to decide who you need to sign. Then, click on the type of signature you need.
    11. Place the box on the document where you need them to sign. You can resize the box using the corners. 
    12. Repeat steps 10-11 until you have added boxes for every recipient where they need to sign.
    13. Click Review and Send to review the document one last time.
    14. Click the Envelope button to finish sending the out the eSignature envelope. 



  5. Add a Discussion Note / Task Reminder. The description details will prefill into the Note automatically. 
    1. Document how the change will be requested. This will vary by insurance carrier. (online, memo, email, phone, ACORD form). 
    2. Set a task reminder for 10 days for download, 30 days for manual entry to be sure the endorsement is received from the Carrier. 
    3. Add the proper checklist and label.
      Not sure how? Click here!
      1. On the Request Change Request page, click the Actions button.
      2. Choose Add Note.
      3. Input your notes in the "Type your note here..." box. 
      4. Select the Add Attachments (paperclip) icon to attach any relevant documents needed for reference. 
      5. Select the Add Task (paper with a checkmark) icon to assign a task or checklist to someone at your agency.
      6. Select Add Reminder to add as many reminders (email, text, and/or notification) as needed for the task or checklist.
      7. Select the Add Labels (price tag) icon to add a label to the note for organization.
      8. Select Save to finish adding the note to the customer's account.


       
  6. Bind the endorsement with insurance Carrier based on their guidelines. This will vary by Carrier.

Steps to Confirm a Policy Change

 

The Endorsement is received from the Carrier. 

  1. Find policy and navigate to History Tab to see yellow unconfirmed change.
    Not sure how? Click here!
    • From the Overview tab: 
      1. Under the Policies section, click on the policy in question. This will take you to the Policy Summary page.
    • From the Policies tab:
      1. Click on the Policy in question. This will take you to the Policy Summary page.




  2. On the Change Request line, click ACTIONS > CONFIRM CHANGE. 

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

  4. Check to be sure the endorsement received matches the request from the insured (and what was requested by the Agency.)
    1. If the endorsement is downloaded, the policy compare is available. Also, if the downloaded endorsement is an exact field to field match, the change may already show as Confirmed with premium updated. 
      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. If the endorsement is accurate, Complete the open Task Reminder.
    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 Submission tab section.



  6. If there are errors, document in Note discussion and notify the Carrier immediately. Notify the insured you are making changes.
    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 Add to Discussion (paper with plus) icon on the discussion banner. This will open the Agency Workspace pane with the customer's name, discussion title, and previously added notes.
      5. Input your notes in the "Type your note here..." box. 
      6. Select the Add Attachments (paperclip) icon to attach any relevant documents needed for reference. 
      7. Select the Add Task (paper with a checkmark) icon to assign a task or checklist to someone at your agency.
      8. Select Add Reminder to add as many reminders (email, text, and/or notification) as needed for the task or checklist.
      9. Select the Add Labels (price tag) icon to add a label to the note for organization.
      10. 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 5-10 from the above section.



  7. Upload a copy of the endorsement to the Activity Note, and close as Completed.
    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.



  8. Share the Endorsement attachment with the client center and / or send the endorsement to the insured if you have their copy.
    Not sure how? Click here!
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Endorsement attachment, click Actions > Email. This will open a new browser tab and take you to the Compose Email page with the file already attached. 
      3. Compose your email and click Send.
    • To share the file to Client Center: 
      1. Navigate to the Documents tab on the customer's account.
      2. On the Endorsement attachment, click 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.



  9. Send the endorsement with additional interest 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 Certificate, clicks Actions > Download to download the file so you can save it to your computer and email outside of EZLynx.
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Certificate, click 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.




Carrier Initiated Change Requests


Follow these steps to process the Endorsement (Policy Change) when the insured reaches out to the Carrier directly to request a policy change. You may receive these by download, email, or paper copies in the mail.

 

When the policy is Manual 

  1. Find the Policy and choose ACTIONS > CHANGE.
    Not sure how? Click here!
    1. From the Overview tab, under the Policies section, click on the policy in question.
      - OR - 
    2. From the Policies tab, click on the Policy in question.
      Either path will take you to the Policy Summary page.




  2. Enter the Change Date and Change Premium.

  3. Choose CHANGE AND EDIT to update the policy entry screens to match the policy details (Coverages, limits, vehicles, drivers, locations, and the like) to what was changed by the Carrier. 

  4. Upload a copy of the Endorsement (Policy Change) to a Note. Document briefly what changed, the effective date and premium differences for the Change, and close as Completed.
    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.



  5. Share the Endorsement attachment with the client center and / or send the endorsement to the insured if you have their copy.
    Not sure how? Click here!
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Endorsement attachment, click Actions > Email. This will open a new browser tab and take you to the Compose Email page with the file already attached. 
      3. Compose your email and click Send.
    • To share the file to Client Center: 
      1. Navigate to the Documents tab on the customer's account.
      2. On the Endorsement attachment, click 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.



  6. Send the Endorsement to Additional Interest 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 Certificate, clicks Actions > Download to download the file so you can save it to your computer and email outside of EZLynx.
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Certificate, click 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.




When the policy is downloaded

  1. The policy will be updated by the download. The policy change will show the premium and Applied Date for the change in the History Tab.
    Not sure how? Click here!
    • From the Overview tab: 
      1. Under the Policies section, click on the policy in question. This will take you to the Policy Summary page.
      2. Click on the History tab to see the Change Transaction.
    • From the Policies tab:
      1. Click on the Policy in question. This will take you to the Policy Summary page.
      2. Click on the History tab to see the Change Transaction.




  2. If eDocs are available, you will find a copy of the policy change there in the Documents Tab. 
    Not sure how? Click here!
    • From the Overview tab: 
      1. Under the Policies section, click on the policy in question. This will take you to the Policy Summary page.
      2. Click on the Documents tab to find the eDoc.
    • From the Policies tab:
      1. Click on the Policy in question. This will take you to the Policy Summary page.
      2. Click on the Documents tab to find the eDoc.



  3. If the policy change is not in eDocs, upload a copy of the Endorsement (Policy Change) to a Note. Document briefly what changed, the effective date and premium differences for the Change, and close as Completed.
    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.



  4. Share the Endorsement attachment with the client center and / or send the endorsement to the insured if you have their copy.
    Not sure how? Click here!
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Endorsement attachment, click Actions > Email. This will open a new browser tab and take you to the Compose Email page with the file already attached. 
      3. Compose your email and click Send.
    • To share the file to Client Center: 
      1. Navigate to the Documents tab on the customer's account.
      2. On the Endorsement attachment, click 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.



  5. Send the Endorsement to Additional Interest 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 Certificate, clicks Actions > Download to download the file so you can save it to your computer and email outside of EZLynx.
    • Email the file from within EZLynx: 
      1. On the customer's account, click the Documents tab. 
      2. On the Certificate, click 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.




 

NOTE: The Automation Center is a place where Download Policy Change workflows can be created to save time. 

  1. Create a Policy Change workflow in Automation Center.
    1. Set the policy source as ‘Download’ in the conditions step. 
    2. You can filter this workflow for any line of business.
    3. Add an action to create a Note/Task and reminder to notify you when you receive a download Policy Change.
      Not sure how? Click here!
      1. On the left navigation bar, hover over the Settings (gear) icon.
      2. Choose Automation Center.
      3. Click the Workflows tab.
      4. Click Create Workflow.
      5. Scroll down to the Select a Trigger section and click on the Management System line to expand it.
      6. Click on the Policy Change card. This will take you into the Workflow Editor page.
      7. Click Add Filter and use the dropdowns to choose Policy Source is Download.
      8. Click And if you want to filter the workflow by line of business and use the dropdowns to choose Line of Business. 
      9. Click Next to continue. 
      10. Click Create Note/Task. This will take you to the Action details page. 
      11. Create your Note/Task and Save Action. 
      12. Click Next to continue. 
      13. Give the workflow a Name, Description, and decide which agency it's for.
      14. Depending on your permissions you will either see a Save Workflow or Suggest to Admin button.


       


Best Practices! - When the customer purchases a new auto/home/motorcycle/watercraft, etc. congratulate them by sending an email campaign template set up by your admin in advance.

We hope this workflow article was helpful in learning how to Endorsements/Change Requests. 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!