Welcome to the Renewal/Rewrites workflow. This is a step-by-step workflow to complete the task of handling high or low risk renewals and how to handle rewrites (changing carriers at renewal time).


This workflow is for agencies with full management system access as we will use the Management System, eSignature, Client Center, and Retention 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 videos if you'd rather watch and follow along!

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

Renewal Review (Determine High or Low Risk)


Renewal time is an ideal opportunity to reinforce the value that an Agent brings. 

Renewal Managers leverage the reports and change reason tools offered in the Retention Center to determine if an insured is high risk or low risk. Without Retention Center, Agents use a list generated by the Agency.


 

Renewal Review (Determine High or Low Risk)

The Agent will determine timelines for when they would like to review the Renewal and Expiration Lists for Personal business. Renewals should be reviewed to determine whether it is considered a high-risk or a low risk, based on premium, coverage, limits / deductible changes. 

Not sure how? Click here!
  1. In Retention Center, expand the line item. 
  2. In the white policy information section, you'll notice some grey "chips" next to Change Reasons. These are a quick summary of the changes to the policy.
  3. If you want to see more details, click Difference Report. This will bring up the Compare Policy window. 
  4. The renewal is prefilled as Version 1 and Version 2 prefills based on the Retention Center Preference your Admin setup. You can use the dropdowns to change the versions if needed.
  5. Green text indicates an addition was made.
  6. Red text indicates something was removed.



Downloaded Renewal policies will remain in a Pending status until the renewal date comes up.

  1. The download from the Carrier will renew the policy and update the History Tab with the renewal premiums and policy details.

 

Direct Bill Renewal policies that do not download should be renewed in the system manually and will remain in a Pending status until the renewal date comes up. 

  1. Find the Policy and choose ACTIONS > SERVICE > RENEW.
    1. Update the policy number (should not change much from the original policy number)
    2. Update the Written Premium, fees, taxes.
    3. “Renew & Edit” to continue to update the entry screens to match the renewal policy detail.
      Not sure how? Click here!
      1. From the Overview Policies section, or the Policies tab, click on the Policy Actions (three vertical dots).
      2. Hover over Service.
      3. Click Renew.




Low risk renewals should be kept with the current Carrier.

Once the “low risk” is determined, follow this suggestion below:

  1. Communicate with the Insured that the policy has been reviewed by the Agency and remains competitive. This is a good time to send the appropriate cross-sell emails for additional lines of business the Agent does not currently have for the Insured. 
    Not sure how? Click here!
    • If from Retention Center (single):
      1. Expand the line item and click on the Envelope icon. This will open the Compose Email page.
      2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
      3. When ready, click Send.
    • If from Retention Center (bulk): 
      1. Check the accounts you want to email. 
      2. Click the Actions button. 
      3. Choose Send Email Campaign. This will open Start a New Email Campaign window.
      4. Use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates.
      5. Check Close Insured(s) from list. 
      6. Click Schedule.
    • If not from Retention Center:
      1. On the customer's account pane, click the Envelope icon. This will open the Compose Email page. 
      2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
      3. When ready, click Send.



  2. Close insured from the Renewal List in the Retention Center, or strike from the list. 
    Not sure how? Click here!
    1. In Retention Center, check the accounts you want to close.
    2. Click Actions.
    3. Choose Close.
    4. Confirm the action in the pop-up.



 

High Risk renewals should be reviewed to determine if remarketing is required. 

Once the “high risk” is determined, explore the following details: 

  • Have there been policy changes that would cause the expiring premium to be higher?
    1. If yes, the policy could be competitive with the Carrier “as is.”
      1. Communicate with the insured that the policy has been reviewed by the Agency and remains competitive. 
        Not sure how? Click here!
        • If from Retention Center (single):
          1. Expand the line item and click on the Envelope icon. This will open the Compose Email page.
          2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
          3. When ready, click Send.
        • If from Retention Center (bulk): 
          1. Check the accounts you want to email. 
          2. Click the Actions button. 
          3. Choose Send Email Campaign. This will open Start a New Email Campaign window.
          4. Use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates.
          5. Click Schedule.
        • If not from Retention Center:
          1. On the customer's account pane, click the Envelope icon. This will open the Compose Email page. 
          2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
          3. When ready, click Send.



      2. Close insured from the Renewal List in the Retention Center, or strike from the list.
        Not sure how? Click here!
        1. In Retention Center, check the accounts you want to close.
        2. Click Actions.
        3. Choose Close.
        4. Confirm the action in the pop-up.




  • Has there been a renewal premium increase by the Carrier or has the Carrier non-renewed the policy? 
    1. If yes, the policy should be remarketed with other Carriers. 
      1. Communicate with the insured that the Agency is remarketing the renewal with additional Carriers. 
        Not sure how? Click here!
        • If from Retention Center (single):
          1. Expand the line item and click on the Envelope icon. This will open the Compose Email page.
          2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
          3. When ready, click Send.
        • If from Retention Center (bulk): 
          1. Check the accounts you want to email. 
          2. Click the Actions button. 
          3. Choose Send Email Campaign. This will open Start a New Email Campaign window.
          4. Use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates.
          5. Check Close Insured(s) from list. 
          6. Click Schedule.
        • If not from Retention Center:
          1. On the customer's account pane, click the Envelope icon. This will open the Compose Email page. 
          2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
          3. When ready, click Send.



      2. Remarket.
        1. Personal Lines: Use the Personal Lines Rater for Home, Auto, and Dwelling Fire. Use ACORD forms and/or Carrier websites for other lines of business. (Refer to Quoting Personal Lines in and out of the Personal Lines Rater)
        2. Commercial Lines: Use the Submission Center or Carrier websites as you would for new business. (Refer to Quoting Commercial Lines)

      3. Follow the RENEWAL REWRITE procedure down below if moving to a different Carrier.

Renewal Rewrites (Changing Carriers at Renewal Time)


One you have obtained new quotes for the renewal and have determined a different Carrier is better for the customer, the Rewrite Procedures should be followed when moving a policy to a different Carrier at the expiration of a policy. 


IMPORTANT NOTE: The new Carrier will consider this as “new business,” however this is a retained renewal for the Agency, so this process will help keep the reference together with the expiring policy. 


Follow these steps if moving the policy to a different Carrier at renewal time. 

  1. Correspond with the Insured that you found a better option for their renewal.
    Not sure how? Click here!
    • If from Retention Center (single):
      1. Expand the line item and click on the Envelope icon. This will open the Compose Email page.
      2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
      3. When ready, click Send.
    • If from Retention Center (bulk): 
      1. Check the accounts you want to email. 
      2. Click the Actions button. 
      3. Choose Send Email Campaign. This will open Start a New Email Campaign window.
      4. Use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates.
      5. Click Schedule.
    • If not from Retention Center:
      1. On the customer's account pane, click the Envelope icon. This will open the Compose Email page. 
      2. Compose your email. Remember you can use the Templates dropdown to select the Cross-Sell or EZLynx Agency Insight templates to help. 
      3. When ready, click Send.



  2. Gather Application signatures and down payments as you would for new business.
    Not sure how? Click here!
    • Collecting required signatures via eSignature:
      1. Navigate to the Documents tab on the customer's account.
      2. Select Create eSignature Envelope near the bottom of the screen. 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. 



  3. Bind the policy with the new Carrier that the Agency is "Rewriting To.” (Refer to Direct Appointment Binding Process)
     
  4. Create a Note to document how the policy was bound (Emailed or Faxed request indicating what was sent along with the request, or bound online)   
    1. Set a task reminder for receipt of the policy. (10 days for a Download policy, 30 days for a Manual policy) 
    2. Document how any money was received and handled, then invoice the policy according to Agency procedures (if applicable). 
    3. Upload all pertinent documents used for quoting / binding to find later if necessary.
    4. Add the proper checklist and label. 
      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. Create the Policy Shell with the appropriate Matching Criteria with the exact Policy Number received when bound with the Carrier.
    1. Change the New Business Transaction Type to Rewrite to see the box appear to choose which policy is being Rewritten. Choose the policy that is being "Rewritten From" policy.
    2. Enter the Master and Writing Company properly. 
    3. Effective / Expiration Dates
    4. Written Premium
      Not sure how? Click here!
      • Add a Policy manually:
        1. On the customer's Overview tab, click Actions > Add Policy. This will redirect you to the Add Policy page.
        2. Choose either Monoline or Package with the appropriate LOB's bound.
        3. Change the Transaction Type from New Business to Rewrite. 
        4. Use the Rewrite Of dropdown to choose the policy that is being "Rewritten From".
        5. Enter the policy number exactly including any spaces and hyphens. This will help with downloads and pay commissions since this is part of the matching criteria.
        6. It is especially important to include the Writing Company. This is the Insurance Carrier shown on Auto ID Cards, Binders, and Evidence of Insurance documents.
        7. Add & Edit Policy to add/ update all assets, coverages, limits, additional interest details (etc.)
        8. Save and Close when finished to see the Summary Screen displayed.



  6. Click to Add Policy (or Add & Edit Policy if you want to add manual policy details).

  7. Send proof of coverage (Refer to ID Cards, Binders, Evidence of Insurance, and Certificate Masters). 
    1. Generate Auto ID cards for personal auto policies. 
    2. Create a Binder or Evidence of Insurance if needed.
       
  8. When a renewal policy is updated with a “Rewrite,” the system will close the customer out of the Retention Center automatically. If not using Retention Center, mark off the list. 

  9. If necessary, Cancel the Renewal with the incumbent Carrier to cancel the renewal flat with no earned premium.

 

NOTE: Downloaded policies will retain the “Rewrite” status in the management system when created properly. The History Tab of each policy will show the association of “Rewritten To” and “Rewritten From.”

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. 



Non-Automatic Renewals (Agency Bill Business) 


These renewals should be handled differently because the Agency will be responsible for gathering updated information from the Insured, requesting renewal quotes from the Carrier, presenting the renewal quotes to the Insured, obtaining new signatures, as well as collecting down payment premiums and setting up Finance Notes (if applicable).

  • Personal Agents may start 30-60 days out. 
  • Commercial Agents may start this 90-120 days from renewal date.

 

Preparing the Applications and Gathering Renewal Quotes

  1. Move the expiring Manual Policy detail to a Manual Application.
    1. Update the ACORD entry screens and Supplemental questionnaires with any needed changes to the coverage and limits. 
    2. Import any Commercial data received from the Insured back into the entry screens.
      Not sure how? Click here!
      1. On the Overview Policies section, or on the Policies tab, click the Policy Actions (three vertical dots).
      2. Hover over Service.
      3. Choose Create application. This will open the Add Application window.



  2. Send the updated Applications and documentation to the Carrier / MGA (Managing General Agent) by way of Submission Center or Email to get renewal quotes. 
    1. For Commercial Lines, it's Best Practice to always use the Submission Center. 
    2. You will follow the same process Noted in the New Business section, as this process will resemble the New Business workflow. 
      1. Send all required documentation to the existing Carrier (the incumbent)
      2. Agents may send the information to one or two additional Carriers as well to shop for a good renewal quote. 
    3. Notes, tasks, and reminders must be updated as quotes and questions are going back and forth from you and the Carriers / MGA’s. TIP: Always ask the Carrier to provide quotes to you at least 2 weeks before the renewal date. You need time to correspond with your insured by mail or email!
      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.



  3. Choose the best renewal quote and update the ACORD forms and questionnaires to match the renewal quote you choose to present to the Insured for the renewal.
    1. Sometimes the coverage and limits the Agent asks for on the original ACORD form are not what the Carrier quotes, so the Agent needs to be sure to update everything to match what was quoted before signatures are obtained. 
    2. Important Note: It will be your responsibility to update the Insured of every change from the prior year, so they understand what the differences are. If the Insured is not aware of new exclusions or deductible increases, E&O’s can (and do) happen. 

  4. Send the ACORD forms and questionnaires to the Insured to sign with directions for when everything is due to the Agency (by way of E-mail, eSignature, Postal Mail, Fax, or onsite visit). 
    1. Along with documents, the Agency will collect the required down payment, or full pay if paying in full (by way of Applied Pay, mail, or onsite visit)
    2. NOTE: Clear messaging to the Insured is important so they understand if all is not received by the date you stated, their coverage will lapse with no policy bound and the “file "will be closed, accordingly.
      Not sure how? Click here!
      • Collecting required signatures via eSignature:
        1. Navigate to the Documents tab on the customer's account.
        2. Select Create eSignature Envelope near the bottom of the screen. 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. Create Note / Task reminder stating exactly what is required from the Insured to renew their policy, and by when you need everything to be returned to the Agency so that the coverage does not have a lapse. Add the proper checklist and label.
    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.



Agent receives the premium and signed forms back from the Insured

  1. Bind the policy with the Carrier / MGA according to their guidelines.

  2. Create a Note to indicate how the policy was bound with the Carrier with all signed documents and binding documents attached. Add the proper checklist and label.
    1. Create a 1-day reminder to receive confirmation the policy was bound from the Carrier/MGA. 
    2. Add a second task reminder for the actual policy to be received for 30-days out.
      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.


       
  3. Create a Note to detail exactly how the down payment or full payment was received and what you did with the money. (Never find yourself in a conversation about what happened to the money).
    1. (Example: Down Payment of $14,575.00 with check #1234 from the insured was given to Brenda in the Account Dept 2/22/2024).
      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. The Carrier / MGA will send a Binder Confirmation that includes the renewal policy #, writing company, effective / expiration dates, and premiums the day the request is received.
    1. If a Binder is not received the same day as the Binding, follow up immediately to be sure they received your request to bind.      
    2. Close the 1-day reminder when the binder is received.
      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.


       
  5. Convert the Application to a Policy when the Binder with the policy information is received.
    Not sure how? Click here!
    1. On the Overview Application section, click on the Application Actions (three vertical dots).
    2. Choose Convert to policy. This will open the Add Policy page. 
    3. Change the New Business status to Rewrite to see the box appear to choose the expiring policy. This will keep them associated so it is clear the renewal was not lost at renewal time.
    4. Enter the Master and Writing Company (and Billing Company) properly.
    5. Effective and Expiration Date
    6. Written Premiums, Fees, Taxes



  6. Invoice the premiums according to Agency Bill procedures. 

  7. Proof of Insurance documents are sent to Insured and Additional Interests as needed. (Refer to ID Cards, Binders, Evidence of Insurance, and Certificate Masters.)
    1. Certificates, Binders (Personal Lines) and Auto ID Cards

Best Practices! - Renewal time is the best time to cross sell. Easily uncover opportunities by enabling Cross Sell workflow in Automation Center. (Only for users with Sales Center.)

We hope this workflow article was helpful in learning how to handle Renewal and Rewrites. 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!