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Travelers Select Accounts Service Center Agency Implementation GuideSERVICE CENTER | SELECT ACCOUNTS

Teleconference Agenda1

Introductions• Identify conference call attendees

• Explain role of Agency Program Manager

2 Discuss Service Center Tracking System (SCTS) • Review service transfer workflow

• Account transfer list

• Account transfer list instructions

• Service Center transfer welcome Letter

• Implementation schedule

3 Review New Business Workflow• Identify new Service Center producer code

• Issue new business to the Service Center

• Discuss new business certificates of insurance

• Review Service Center welcome letter

• Service Center ID cards

• Discuss tools available to agency

– Agent wallet card – EPV activity report – Agency activity report

4 Servicing and Communications • Review training and quality control

• Discuss servicing guidelines

• Missing information

• Customer alert notices

• Renewal questionnaire

• Review Service Center contacts list

• Agency questionnaire

– Delivery of communications

5 Miscellaneous• Advise direct bill requirements

• Existing files should not be sent to Service Center

• Recap/outstanding Items

• LanguageLine Solutions (www.languageline.com)

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SERVICE CENTER | SELECT ACCOUNTS

Agency QuestionnaireCustomer NotificationCustomer transfer notification letter (Choose one)

r Travelers letter r Agency edits Travelers version r Agency letterhead

Provide signature to scan: r Yes r No

Use agent name for signature: r Yes r No

Signature:

Name and title:

SalesCross-sell? r Yes r No

Agency Service Center CommunicationsHow would you like to receive customer alert forms?

r Fax #:

r Email:

To whose attention should we direct customer alert forms?

Survey Contact:

Email Address:

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Elmira Contact ListMailing AddressP.O. Box 1564 Elmira, NY 14902-1564

Location Address150 Baldwin Street Suite A Elmira, NY 14901

Website Addresstravelers.com/servicecenter

Email [email protected]

Service Phone 888.661.3938

Fax Number 888.872.8921

Agency Program Manager Territories/Marketing Office Beverly Bellows 877.516.3482 x4731 [email protected]

New England Boston, MA

Southern Charlotte, NC

Great Lakes Cincinnati, OH; Michigan

Debra Wozniak 877.516.3482 x4740 [email protected]

Downstate NY & NJ NYC; Jericho, NY; Morris Plains, NJ

Northeast Syracuse, NY; Albany, NY; Hartford, CT

Laura Betschen 877.516.3482 x4777 [email protected]

Mid-Atlantic Chantilly, VA; Richmond, VA; Hunt Valley, MD; Pennsylvania

Southern Tampa, FL; Atlanta, GA; Nashville, TN

Spokane Contact ListMailing AddressP.O. Box 1515 Spokane, WA 99210-1515

Location Address707 West Main Spokane, WA 99201

Website Addresstravelers.com/servicecenter

Email [email protected]

Service Phone 888.661.3938

Fax Number 888.552.6091

Agency Program Manager Territories/Marketing Office Karen Cobean 509.835.7019 [email protected]

Midwest Kansas City, KS; Tulsa, OK; St. Paul, MN

South Central Dallas, TX; New Orleans, LA

Central Naperville, IL

National Practice

Greg Scheidt 509.835.7195 [email protected]

California Diamond Bar, CA; Walnut Creek, CA

Northwest Seattle, WA

Southwest Phoenix, AZ; Denver, CO

Christina Sills 509.835.7012 [email protected]

Payroll Services Colorado Springs, CO

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Step 1 Identify Customers• Identify accounts moving

to the Service Center

• Refer to transfer list instructions (see below)

• Return completed list to Service Center

Step 2 Transfer Customers Service Center:

• Populate the customer management system from final transfer list.

• Review transfer welcome letter

Agency:

• Approve letter content

• Provide letterhead and envelopes to Service Center

Service Center:

• Generate letters and mail on agreed-upon date.

Step 3 Update Management Information Home Office:

• Change office/producer codes on policies currently in Travelers systems per agreed-upon date

Step 4 Review Implementation Schedule Service Center:

• Determine transfer dates

Account transfer list instructionsPlease use the instructions below as a guide when completing the account transfer list. Each heading corresponds to a column on the enclosed spreadsheet. See example on the following page.

Service Action ColumnThis column represents your decision about who will service each account:

• Choose “I” from the dropdown box for any accounts you wish to move to the Service Center

• Leave the column blank for any accounts you wish to remain in the local field office

First Name Column/Last Name ColumnIndicate the first and last name of the main contact person for each account.

Email Address ColumnIndicate the email address of the contact person for each account.

Phone ColumnIndicate the phone number of the contact person for each account, including area code.

Fax ColumnIndicate the fax number of the contact person for each account.

Agency Workflow Service Transfer


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Sample of Completed Spreadsheet

SAI ACCT NAME PROD CD PREM EXPIRY DATE Service Action

1234A5678 FOR SEASON CONDOMINIUM ASSOC. ZZ123 1234 20140701 I

9012B3456 FRIELAND SERVICE STATION YY321 4567 20140722 I

7890C1234 HIDDEN VALLEY FOUNDATION TV456 2345 20140630

5678D9012 MANAGED BENEFITS, INC. BY789 2345 20140109 I

These columns will be pre-filled with your account information. Choose “I” from the dropdown

box for any accounts you wish to move to the Service Center.

First Name Last Name

Email Address Phone Fax

Kelly Noonan [email protected] 888.661.3938 555.555.5555

John Tsakiris 800.222.3334 201.733.5555

Tim Smith [email protected] 888.123.4567 607.777.8888

Complete these columns for all accounts moving to the Service Center (i.e., those marked with an “I”).


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Agent Transfer Letter – sample


email

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Implementation Date

Step 1 You can begin writing new Service Center business.

Step 2 Return your completed account transfer list to the Service Center.

Step 3 Confirm final version of welcome letter. Mail letterhead, envelopes and signatures to Service Center.

Step 4 The welcome letters are mailed to each insured.

Step 15 You go live with the Service Center.


Agency Workflow New BusinessStep 1

Pre-Sale/Quote• Solicit new business

• IENetSM

– Establish account in ENet• Gen-A-Rate (CPP) Policies:

– Mail/fax application to the local field office

Step 2 Issue ProcessAgency:

• IENet: – Issue policies – Send down payment to Richmond, VA accounting

• Gen-A-Rate (CPP) Policies: – Send issue order and down payment to local field office

• New Business Certificates: – Agency is responsible for issuance/cancellation of agency-issued new business certificates

– Copy of agency-issued certificates not required for the Service Center

• Policy paper mailed directly to customer with cover letter

Step 3 Agency Resources Service Center Tools:

• Business cards available via Agent HQSM

– Cards reflect agency name and Service Center contact information

– Refer to page 10• Website:

– www.travelers.com/servicecenter – Available 24 hours a day, 7 days a week – Secured site

• Electronic Policy View Reports available via Agent HQ – Utilize Policy View for agency policy paper needs

– EPV Report will alert you to access the system and view/print transactions as needed

IENet screen shot

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Account Summary Screen

IENet final issue screen shot

Under the question “Send the printed copy of the Insured’s policy paper to:”, please leave the default as a “Insured” when issuing any new business policies for your Travelers CL Select Service Center accounts.

– Thank You for Your Business

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New Business Welcome Letter

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Service Center insured ID cardThe extra touch ...When an insured receives a Travelers policy from the Service Center, they will also receive an insured ID card. This card will enable your clients to keep their policy information along with the Service Center telephone/fax numbers and website address in one convenient location. The card will also serve as a reminder to your client of the commitment you and Travelers have to deliver exceptional service.

Front of card

Back of card

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EPV (Electronic Policy View) Activity Report

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Agency wallet c:ard

To order:• Visit Agent HQ

• Click the Small Business Tab

• Click Services

• Click Service Center

• Click Order Business Cards

• Follow prompts

The Service Center business cards are printed with your agency’s name and contact information for the Service Center. Your order of 250 cards will be printed and shipped directly to your agency at no cost to you.

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Training and Quality Control

Training Service Center: • All new service associate trainees undergo intensive classroom training

• All Select commercial lines products are covered

• Industry standard commercial lines products (ISO) are also covered

• Service associate trainees are tested after each product covered during training and must maintain an above average passing score, demonstrating complete understanding of each product

• Every employee participates in a Customer Service Center module developed specifically for the Travelers Commercial Lines Service Center and the clientele that we service

Quality Control Service Center: • After completing the classroom training program, 100 percent of the work completed by

the service associate trainees is quality-controlled by a senior service associate for at least three months

• Phone calls are randomly sampled and graded each month by our training department to ensure quality of service

• New and veteran service associates undergo random sampling throughout employment with the Service Center

Continuing Education Service Center: • Service associates interacting with customers have a resident license in property and casualty

• Insurance representatives who counsel Insured’s have non-resident licenses in the states that we service

• Internal training department conducts new and refresher training sessions throughout the year

• Continuing education courses are encouraged to enhance their knowledge level (CPCU, ARM, etc.)

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Agency Workflow Servicing Guidelines

Endorsements Service Center: • Choose applicable option from our phone menu to be routed directly to our service team

• Take customer’s request for policy change via phone, fax, email or through our Website

• Quote change and advise customer of premium

• Missing Information letters

• Obtain signature on letter of reduction if necessary

• Process transaction

• Update internal customer management system

• Mail policy output to customer

Certificates of Insurance Service Center: • Choose applicable option from our phone menu to be routed to a dedicated

certificate specialist

• Complete ACORD certificate of insurance

• Mail/fax/email copy to customer and/or cert. holder

Cancellations Service Center: • Receive cancellation request from customer

• Send customer alert to your agency

• Type the ACORD LPR

• Fax/mail LPR to customer for signature

• Process transaction upon receipt of the signed LPR

Billing Inquiries Service Center: • Choose applicable option from our phone menu to be routed to a billing specialist

• Discuss speed-pay option

• e-Pay available through website

• TravPaySM available through website

• Agency management of direct notices of cancellation using specialty billing alerts available on Agent HQ

Claims Service Center: • Choose applicable option from our phone menu for claims

• Claim acknowledgements will be forwarded to your agency

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Agency Workflow Servicing Guidelines (continued)

Audit Service Center: • Mail audit invoice to customer

• Update exposures for current term

• If customer contacts the Service Center to dispute an audit, we will transfer to the appropriate audit processing center

• Send customer alert to agency to advise of disputes

• After dispute is resolved, update current term

Renewals Service Center: • Review online renewal list

• Renewal questionnaires are sent approximately 60 days in advance of the renewal, soliciting feedback and encouraging contact at a time convenient to customer

• Send customer alert to agency if account/policy will be non-renewed

• Issue renewal policy with all customer and company changes

• Mail policy to customer

Keeping You Informed Service Center: • Customer referral for non-Select business

• Customer contact/phone number changes

• Loss run notification/customer shopping

• Cross-sell/quote

Optimizing Our Relationship

Your Agency: • Set up agency phone system to utilize transfer connect feature

• Update your agency management system to quickly identify Service Center accounts.

• Encourage staff to utilize Service Center for all transactions

• Encourage your customers to visit our Website address

– www.travelers.com/service


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Missing informationAt the Travelers, your insureds’ positive experience is our top priority. We are committed to providing your clients with quality service. To achieve this goal, it is imperative that we have accurate and thorough information regarding policyholder requests at the onset.Providing this information upfront will expedite your insureds’ requests in a timely manner.

Named Insured Information needed to complete a named insured change is as follows:• Type of entity

• Owners and what percent of ownership each has under the old and new name named insured.

• The current business operations

• Are there any other properties owned by the new named insured and not covered by this policy? If so, provide a description of these policies

• Have all the insurable interests of the prior entity been transferred to the new entity? If not, to which business name were they transferred?

Additional Insureds Information needed to complete an additional insured change is as follows:• Describe the additional insureds’ relationship to our insured

• If insured is leasing equipment, we need a description of the equipment and the total cost of the lease/rental

• If our insured is doing work for the additional insured, a brief job description and job location address or project number is required

• Provide the address of the additional insured

Location Information needed to complete an additional location change is as follows:• Full address of new location being added

• Coverage and limits required

• Occupancy to include:

– Other occupants in building – Single or multiple occupants – Is the location located in a mall?

• Estimated annual sales and payroll (sales and payroll are needed in order to properly classify the business)

If building of business personal property coverage is needed, the following information is required:• Year built

• Square footage of building

• Construction type

• Number of stories

• Updates to the building and the year the updates were completed

• Percent of building that is occupied by our insured

This is provided as a guide; however, depending on the individual account and situation, more underwriting may be needed. Your business is very important to us, and we appreciate the opportunity to meet the needs of your agency and customers.

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Customer Alert

To: Service Action

Producer Code: Agency name, agency contact

From: Service prod. code

Date: Service contact

Customer: October 1, 2008

Account No.: Account name

Policy No.: Pol. no.

Contact Account contact name

Please be aware of the following activity regarding this customer:r Customer has requested coverage we do not offer through our programs:

r Customer has requested counseling from your agency. Please contact as soon as possible.

r Customer has requested cancellation effective date due to:

r Customer has questions regarding policies that are not serviced by our center.

r Customer will be notified of non-renewal effective:

r We have received reinstatement request for billing cancellation and have: r Declined r Accepted

r Audit department has been notified of dispute

r Disputed audit outcome:

r Customer has registered a complaint regarding:

r Customer contact/phone number has been changed to:

r Other:

Registration No.:

Travelers Service Center • Phone 888.661.3938 Spokane • Fax 877.552.6091 Elmira • Fax 888.872.8921 [email protected] www.travelers.com/servicecenter


Agency – Renewal Questionnaire

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travelers.com

The Travelers Indemnity Company and its property casualty affiliates. One Tower Square, Hartford, CT 06183

This material is for informational purposes only. All statements herein are subject to the provisions, exclusions and conditions of the applicable policy. For an actual description of all coverages, terms and conditions, refer to the insurance policy. Coverages are subject to individual insureds meeting our underwriting qualifications and to state availability.

© 2017 The Travelers Indemnity Company. All rights reserved. Travelers and the Travelers Umbrella logo are registered trademarks of The Travelers Indemnity Company in the U.S. and other countries. CX-2834 Rev. 2-17

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Travelers Select accounts service center agency ... · PDF fileTravelers Select Accounts Service Center ... – Agent wallet card ... Travelers Select accounts service center agency