Because carrier eDocs typically download to the agency prior to reaching insureds, they serve two important purposes:
- Keeping your agency informed
- Providing the opportunity to be proactive with clients
If you’re not already familiar with Carrier eDocuments (eDocs), they refer to the electronic transfer of documents from a carrier to the insurance agency’s management system. They can include Declaration Pages, Policy Documents, Notices of Final Cancellation, Non-Payment Pending Cancellations, Non-Renewal Notices, Payments Overdue and Reinstatement Notices.
EZLynx handles carrier eDocs by automatically attaching them to client and policy records, providing a real-time notification, and making it easier for you to locate and share them with insureds.
Regardless of how your management system intakes carrier eDocs, be sure your agency is making the most of them.
For updated Declaration Pages, the course of action is typically straightforward. You want to be the one to share that information with the client. Assuming no issues, your goal is to reinforce your relationship as their single point of contact.
For events that jeopardize the policy (and your book of business), a more action-oriented response is required. Because the matter is time critical, you’ll want to reach out to the client immediately. If the notice is payment-related, the client may have been expecting it… but maybe not. Either way, you’ll want to close the loop on how they plan to address the situation.
For Non-Renewal Notices, your client is going to need somewhere else to place that risk.
Above all, send the clear message that you are there to help. Your agency will be in the best position to keep the client’s business.
Does the client already have a plan…Great, how can you assist?
Does the client need a plan…
Get involved and help them understand their options.
How Modern Agencies are Handling Carrier eDocs
Agency Automation and Customer Portals are two ways modern agencies are upping their game even further.
Agency Automation
Carrier eDocs is an area where agency automation really shines! Software can be leveraged to:
- Automatically route eDocs to the correct agent/CSR
- Automatically notify the insured
Automation offloads tasks that software can perform faster and more dependably. Insureds receive time-critical information immediately, including the incoming carrier document and suggested next steps.
Automation tools can also trigger internal workflows for your agency (think “best practices”).
Customer Portals
Customer portals provide the online customer experience insurance shoppers have grown to expect from their agent. Insureds can access policies, submit change requests, view their ID Cards and generate certificates from anywhere.
Carrier notifications are a perfect fit.
Customer portals are available 24/7, and they provide an added layer of security that everyone will appreciate.
More and more clients are preferring this type of online communication, so there’s never been a better time to launch these capabilities within your agency.
In Summary
If your agency management system can receive carrier eDocs, make sure you’re set up and actively downloading them. Then, double-check that you have the workflows in place to take full advantage.
Carrier eDocs represent opportunities to serve and retain the client. And when a modern, immediate touch is required, software automation and online customer self-service can be counted on for a frictionless customer experience.