Service Which type of call/tasks are you working?SalesServiceSMPsBOD TrainerWhat type of Sales task are you working?Auto / FireLifeHealthBank Team Members Agent State Farm.com Leads w/No Phone Number State Farm.com Leads w/No Phone Number Rate Quote Email Rate Quote Email Raw New Auto Paperwork Raw New Auto Paperwork PAP Email PLUP Email PLUP Email w Rates Life Term Conversion Follow Up Team Members Call Confirmation Email ID Cards Receipts Cancellation Confirmation Renters Change of Address Auto Paperwork - STS Transfer Auto Paperwork - Raw New Auto Paperwork - Add On Car Buying Resources Delegation Email DSS Info HO Re-Write Mortgagee Update Rate Decrease Email Rental Car Info Rental Car Info - Mexico Review & Referral Request SF.com Account Registration Teen Driving Resources Voicemail Follow Up Flood Insurance Glass Claim - Safelite Team Members Agents PAP Email Defector Email PLUP Email Medicare Email IFR Follow Up - Presenter New Customer - 45 Day Email IFR Follow Up - Staff Defector - Requote Request Home Inventory Which ECRM List View are you working?Issued & MailedBOD FormsBOD PaymentsInvestigate FurtherNotify AgentSales OpportunitiesClose AutomaticallyUnderwriting MemosAddress ChangesWhich section of the BOD are you working?Issued & Mailed - AutoIssued & Mailed - All othersForms - Rejection FormsForms - GSD / DT / SCDSFPP Returned PaymentsLate Payments / CancellationsPolicyholder Request CancellationBilling - 2nd NoticeBilling - 3rd NoticeForms - 2nd NoticeForms - 3rd NoticePremium Decrease / Multi Line Discount IncreasedPremium Increase / NOPI Letter SentCredit Card ExpirationThis policy will be droppedAge of Principal or Assigned DriverDSS Removed / Odometer Reading NeededRewrite / Address ChangeReinstated / Renew (with or without time out of force)Which "Issued & Mailed" policies are you working?Issued & Mailed - AutoIssued & Mailed - FireWhich "BOD Forms" tasks are you working?Coverage Selection RejectionGood Student / Steer Clear / Drivers TrainingFORMS - 2nd NoticeFORMS - 3rd NoticeWhich "BOD Payments" tasks are you working?SFPP Returned PaymentsLate Payments / CancellationsBilling - 2nd NoticeBilling - 3rd NoticeWhich "Close Automatically" tasks are you working?Reinstated / Renew (with or without time out of force)HCPDrive Safe & SaveRewriteGood Driving Discount AddedChange of Address ReportWhich "BOD Investigate Further" tasks are you working?Policyholder CancellationNOPI Letter SentPremium IncreaseMulti-Line Discount DecreasedReview/Resume Recurring Payment OptionWhich "Notify Agent" tasks are you working?This policy will be droppedLife PersistencyOriginator equals CCC Service, InternetCaution LetterWhich "Sales Opportunities" tasks are you working?Premium Decrease / Multi Line Discount IncreasedAge of Principal or Assigned DriverWhich "Address Changes" tasks are you working?SampleWhich "Underwriting Memos" tasks are you working?Auto & Fire Underwriting MemosCredit Card ExpirationCheck the vehicle to see if there is lienholder. If so (or if it is a newer vehicle) is there an Opportunity & Sales Activity with the info on the Vehicle Loan?Yes or N/ANoIs this a new application or a change?New ApplicationChangeDoes the Issued Premium match the Quoted Premium?YesNoCheck for poor coverages: no rental, no glass, low property damage, etc. Could it have been done better?YesNoSend Vehicle Loan Sales Follow Up Email TemplateYou are the fail safe! We need to make the pivots and document.Send Your Policy is in the Mail Email TemplateSend Issued Different Email TemplateSend BOD - Coverage to Review Email Template Send Your Policy is in the Mail Email TemplateIf this was a mortgage refinance, is there Sales Task due 3 weeks after closing to follow up on recommendations?Yes or Not ApplicableNoIs this a new application or a change?New ApplicationChangeDoes the Issued Premium match the Quoted Premium?YesNoCould this change or application have been done better?Look for BUSD, condo loss assessment, & other coverages that could have been improved.YesNoSend Mortgagee Update Team Reminder Email TemplatePeople are saving money on the refinance. We have a limited time to capture some of that money to fix their insurance policies. Send Your Policy is in the Mail Email TemplateSend Issued Different Email TemplateSend BOD - Coverage to Review Email TemplateSend Your Policy is in the Mail Email TemplateDouble check that the address on all household policies is the same.If not, submit a change of address.Click on the person's name to get into the ECRM household. Is there a Service Activity already there for this form?YesNoIf you can determine who caused this form to be required, do you want to "poke" them for not leaving you bread crumbs on the status of the forms?YesNoClose the Service TaskIt is already being worked off of the existing Service Task! Send Forms Team Member Notification Email Template Use this if you want to "poke" your coworker for not leaving you bread crumbs!They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.) 1. Send Forms 1st Notice Email TemplateSAMPLE BOD Service Task Subject:FORMS: U on 19 Toyota; em/sms 12/252. Send SMS Template: REJ1 = Forms Request 1st ReminderSTATE FARM: Please check your email for forms that require your signature. Please call with questions. Click on the person's name to get into the ECRM household. Is there a Service Task already there for this GSD/DT/SCD?YesNoClose the Service TaskIt is already being worked off of the existing Service Task! If you can determine who caused this form to be required, do you want to "poke" them for not leaving you bread crumbs on the status of the GS/DT/SCD forms?YesNoSend Forms Team Member Notification Email Template Use this if you want to "poke" your coworker for not leaving you bread crumbs!They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.) 1. Send Forms 1st Notice Email TemplateSAMPLE BOD Service Task Subject:FORMS: U on 19 Toyota; em/sms 12/25 FORMS: GSD on Johnny; em/sms 12/25 2. Send SMS Template: GSD or REJ1We email AND text for the 1st 2 attempts.GSD = Good Student Discount STATE FARM: It's that time of year when we need a report card or transcript for the Good Student Discount for XXXXXXX. Please email to XXXXXXX. REJ1 = Forms Request 1st Reminder STATE FARM: Please check your email for forms that require your signature. Please call with questions.Click on the person's name to get into the ECRM household. Is there a Service Task already there for this returned payment?YesNoClose the Service TaskThe returned payment is already being worked off of the existing Service Task! 1. Send Returned Payment Email TemplateFollow 10 Day ProcessSAMPLE BOD Service Task Subject: BILLING: SFPP RETP $152.99 due 12/25; em/sms 12/26 2. Send SMS Template: RETP = Returned PaymentsSTATE FARM: Friendly notice that your recent automatic payment was not successful. Please call our office 24/7 to make the payment -- Thanks. Click on the person's name to get into the ECRM household. Is there a Service Task already there for this payment reminder?YesNoClose the Service TaskThe returned payment is already being worked off of the existing Service Task! 1. Send Late Pays - 1st Notice Email TemplateFollow 10 Day ProcessSAMPLE BOD Service Task Subject: BILLING: $152.99 due on 18 Toyota 12/25; em/sms 12/26 2. Send SMS Template: PYB1 = Pay Your Bill - Late Pays 1st ReminderSTATE FARM: Friendly reminder that we have not received your insurance payment yet. Please call us 24/7 or pay online at http://st8.fm/sfpay.Click on the person's name to get into the ECRM household. For this cancellation request case, did the person indicate if the customer is a DEFECTOR or NOT DEFECTOR?DefectorNot DefectorDouble check that the DEFECTOR SMP is startedThere should be notes in ECRM indicating the reason why the customer left. Your job is to make sure the SMP is started so that we remember to market to them in the future.If the Defector SMP is not started, click here to start it. Mark Complete and move on! The only thing to check is if they did the analysis of which car is best to cancel. Sometimes, it is better to do a vehicle change to a different vehicle instead of cancellation. Ask them if they did the analysis. 1. Send Late Pays - 2nd Notice Email TemplateFollow 10 Day ProcessSAMPLE BOD Service Task Subject: BILLING: $152.99 due on 18 Toyota 12/25; em/sms 12/26, 1/5 2. Send SMS Template: PYB2 = Pay Your Bill - Late Pays 2nd Reminder STATE FARM: REMINDER - We have not received your insurance payment yet. Please call us 24/7 or pay online at http://st8.fm/sfpay.1. Call customer to ask them to pay their bill!Most likely, you will have to leave a voicemail. 2. Send Late Pays - 3rd Notice Email TemplateDocument BOD Service Task Subject & Mark Complete BILLING: SFPP RETP $152.99 due 12/25; em/sms 12/25, 1/5, 1/15. vm 1/15 3. Send SMS Template: PYB3 = Pay Your Bill - Late Pays 3rd ReminderSTATE FARM: FINAL REMINDER - Your coverage has lapsed due to a nonpayment. Please call us 24/7 or pay online at http://st8.fm/sfpay.1. Send Forms 2nd Notice Email TemplateFollow 10 Day ProcessSAMPLE BOD Service Task Subject: FORMS: U on 19 Toyota; em/sms 12/25, 1/5 2. Send SMS Template: REJ2 = Forms Request 2nd ReminderSTATE FARM: REMINDER - Please check your email for forms that require your signature. Please call with questions.1. Call customer to ask them to send in the forms!Most likely, you will have to leave a voicemail. 2. Send Forms 3rd Notice Email TemplateDocument BOD Service Task Subject & Mark Complete FORMS: U on 19 Toyota; em/sms 12/25, 1/5, 1/15. vm 1/15 3. Send SMS Template: REJ3 = Forms Request 3rd ReminderSTATE FARM: FINAL REMINDER - we need your signature form(s) to confirm your auto insurance coverage. Please call with questions.Sales Opportunity Baby!Either reassign this to the agent or a team member to follow up on the premium decrease. This can lead to a sale or a deposit of goodwill. YES! Rate increase!!?? Let's see what we can do...Check to make sure this is accurate. A lot of times, there is nothing we can do, but it is worth a shot. Look at driver assignments, MLD, AFDs, next time rates will decrease due to age of youthful driver, etc. 1. Send Credit Card Expiration Email TemplateFollow 10 Day ProcessSAMPLE BOD Service Task Subject: WFI: Credit Card exp; em/sms 12/25 2. Send SMS Template: ccinfoWe email AND text for the 1st 2 attempts. CCINFO = Credit Card Info STATE FARM: Please call/text us to update the expiration date on your credit card, or update online at www.statefarm.comCopy and Paste Underwriting Memos from Outlook FolderStep 1: Reply From the Underwriting Memo in Outlook.Step 2: Copy the entire memo. (This gets the time stamp of when our office received the memo.)Step 3: Paste into a new ECRM Task for the household.Step 4: Title the Subject of the Task "UMEMO: " and then summarize what needs to be done.Step 5: Take appropriate action to get the required information to underwriting.Oh No! We've got to get out in front of this!The reason the policies are getting dropped is most likely in an email in the Auto Underwriting folder in Outlook. It is important to let the agent know what is going on so they can appeal or follow up with the customer for required information. Time Sensitive!Underwriting wants to send a caution letter to the insured. Review and determine whether or not it should be mailed. You only have a few days to stop the letter so get on it! Potential Chargeback!Review the life policy with your team, and hopefully a payment will be made soon. A chargeback may be applicable. Time sensitive alert!Make sure these tasks are down to 0 every day. The CCC usually sends time sensitive notes to us, and these should be reviewed 1st thing in the morning and throughout the day. Sales Opportunity Baby!Either reassign this to the agent or a team member to follow up on the premium decrease. This can lead to a sale or a deposit of goodwill. YES! Follow your office process for DSS by sending DSS email or nothingSean's office does not follow up on DSS notices. If your office does, send the DSS - Discount Removed Email Template or send the DSS - Update App Email Template Close the Service TaskThis notice is simply an unnecessary notice that the change of address request is complete. If you have pros in your office, there is no need to double check that EVERY policy had a change of address order submitted. Check ECRM Household for Billing Service Tasks & Mark CompleteThis means a customer has paid their bill, and they either have continuous coverage or time out of force. If they paid online or through CCC, you will need to close out any billing Service Tasks because they are no longer necessary.Double check that EVERY policy has a change of address requestSometimes, CCC will only submit a change on one policy, so you need to double check the entire household.Close the ECRM TaskThis simply means that GDD was added to the policy. Most likely, you will send the Issued Different Email Template to the person who wrote the application.Close the ECRM TaskThe Household Contact Program (HCP) automatically markets to your book of business. You receive notifications when marketing materials are sent out by corporate. You can filter the list, or close it automatically to let everyone get it.Close the ECRM TaskYou should work your NCOA report that comes through Control D on a weekly basis.Double check the Fire PolicyMake sure the correct MLD applies to the auto policy. For example, did the customer go from Homeowners to Renters? Is there another Homeowners policy active?Double check the SFPP AccountThe SFPP is suspended, either at the customer's request or due to invalid payment information. Investigate what's going on and possibly reach out to the customer to get updated payment info. Sales Oops! We could not locate your form.
