CSAA Insurance Group. PAS IN PAS Overview Participant Guide

Transcription

1 CSAA Insurance Group PAS IN PAS Overview Participant Guide 2013

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3 Contents PAS Overview... 1 Policy Summary Page... 1

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5 PAS Overview Policy Summary Page In the first section of the Policy tab, you will see: Policy Number: When it is a quote, it will start with Q; when it is a policy, it will start with A. Policy Status: Policy is Active, Pending Cancellation, or Cancelled Product Name: Signature Series Transaction History: Every transaction completed on the policy Move To: This is where you begin a transaction. Search: Click this link every time you want to search for a policy or a quote. You can search here by customer name. Help: To view the online help details. Create Task: Tasks created here will be displayed in the My Work tab - Active Tasks: Will display any tasks that are still active Add Note/Alert: Any time you need to create a note. Notes will display in the Activities & User Notes section. Alerts will be shown above that section. V1.0 1

6 In the General Information section of the Policy tab, you will see: 1. Policy Number 2. Agent/Agency 3. Effective date of the policy 4. Expiration date of the policy 5. Cancellation effective date 6. Last Modified: Date the policy was last modified (endorsed or changed) 7. Policy Type: Standard or Named Non-Owner 8. Underwriter: Company Under Named Insured Information: 1. Name 2. Residential Address 3. Mailing Address 4. Preferred Phone # 5. Under Driver Information: 1. Name 2. Gender 3. Driver Type 4. Rel. to First Named Insured 5. Date of Birth 6. Age 7. Marital Status 8. Base Date V1.0 2

7 Under Vehicle Information: 1. Year 2. Make 3. Model 4. Body Style 5. Garaging Zip 6. Comprehensive Deductible 7. Collision Deductible 8. VIN Coverages For each vehicle, it shows the coverages, limits, deductible, and premium. V1.0 3

8 Once you access the policy in PAS, the following tabs will be displayed: When you click on a tab, the associated page displays. The tabs are: 1. General 2. Driver 3. Driver Reports 4. Vehicle 5. Forms 6. Premium & Coverages 7. Documents 8. Bind In the General page, you can: Add, Delete, Edit Named Insured Information. Change the address. Select CSAA Insurance Group Products Owned by the insured. See Information about previous carrier information. Policy Information: effective date, policy type, and agent info. In the Drivers page, you can: View a list of all the drivers on the policy. Add, Delete, Edit Drivers. View Violation/Claims for each driver. In the Drivers Repots page, you can: View MVR/Claims and CLUE. Run the MVR/Claims, CLUE, Insurance Score and Membership Reports. View a summary of the incidents, conviction points, accident points and total DSR points (Driving Safety Record Points). In the Vehicle page, you can: View a list of the vehicle that is on the policy. Add, Delete, Edit vehicles. Add garaging address. Add, Delete, Edit 3 rd -party interest (lien holder, lessor, and owned). In the Forms page, you can: V1.0 4

9 View all the forms that were added to the policy. Only the SR-22 form can be edit, to add the case number. In the Premium & Coverages page, you can: View Coverage and Premium detail for liability coverages. View Detailed Coverages for each vehicle. View a List of Discount applied for each vehicle. View the Surcharges applied to each vehicle. View the Forms that are part of the policy. Quote with Additional Savings options. In the Documents page, you can: Generate documents for printing. Select the documents that are need it to bind and issue the policy. In the Bind page, you can: Bind a quote or an endorsement. Correct missing information. V1.0 5

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11 CSAA Insurance Group PAS IN Updating Drivers Participant Guide 2013

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13 Contents Session Overview... 1 Introduction & Overview... 1 Overview... 1 Lesson Scope... 1 Duration... 2 Session Objectives... 2 Demonstration... 2 Demonstration Overview... 2 Introduction... 2 Scenario... 3 Driver scenario... 3 Search for the Policy... 3 Initiate an Endorsement... 5 Add a Driver... 6 Driver Information... 7 Other Drivers Excluded Driver Driver with a Permit Delete a Driver Pended Endorsement Session Summary Summary Practice Activity Practice Overview Driver Information Membership Information Credit Card Information... 21

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15 Session Overview Introduction & Overview Overview This session focuses on editing, adding, deleting, and excluding drivers on the policy in PAS. PAS Highlights In this training we would like to highlight the following PAS features: You don t have to go through all the screens, you can select specific ones When an endorsement is completed the pro-rated amount displays in the Premium & Coverages page You are able to add Notes and Alerts You can do multiple endorsements in one day it is real time You can pull MVR for multiple state You can add certificate number for defensive driver All documents will be stored in one place E-folder One system to complete all transactions Errors messages are consistent and clear Inline help on each page Lesson Scope In Scope: Search for a customer Start a policy endorsement Adding drivers Excluding drivers Deleting drivers Out of Scope: Unusual what-if scenarios Policy or product questions Reasons why PAS is designed the way it is Product change V1.0 1

16 Duration This session will be of 1.0 hour. Session Objectives At the end of this session, you will be able to: Search for the Customer Initiate an endorsement in PAS Change information related to existing drivers Add a driver to an existing policy Delete a driver from an existing policy Exclude a driver from an existing policy Find relevant information in Online Help Demonstration Demonstration Overview Introduction Here we are going to change, add, delete, and exclude a driver from the policy. All licensed household residents must be rated or exclude on the policy. Drivers with permits will be listed on the policy but not rated. In this demonstration, you will: Search for the Policy Endorse the Policy Add a Driver Your Turn to Practice Using the scenario practice the steps that were demonstrated. V1.0 2

17 Scenario David Barnack wants to add a driver to his policy. Driver scenario Driver's Name Date of Birth Driver's Information 1. Jeffrey Marlowe 05/29/1983 Employed DL# Search for the Policy Once you log in you will see My Work tab. Click the Search hyperlink in the upper right section of the screen. V1.0 3

18 In the Search window, Click the Policy radio button. Enter the policy # in the Policy/Quote # textbox. Click Search to display the Policy tab. Learner Notes Note V1.0 4

19 Initiate an Endorsement To initiate a New Endorsement complete the following steps: Select Endorsement from the Move To drop-down list. Click Go. Complete the Endorsement Date. Select an Endorsement Reason. Click OK - the General page displays. Click the tab to access the page where you want to make the changes. Learner Notes Note V1.0 5

20 Add a Driver To add a driver, complete the following steps: Click Add Driver. The Customer Search Criteria box displays. Enter the search criteria as appropriate. This step is optional if you the driver is a new driver click Cancel. o Note: When entering the Name, another search criteria is required (i.e., city or birth date). Select the Customer from the result list if any. If no customer is returned, close the Customer Search box. V1.0 6

21 Driver Information Complete all required fields that are not pre-populated in the Driver Information section. When the drivers were selected in the prefill section, most of these fields are pre-populated. If any of the pre-populated fields are incorrect, delete the driver and enter the correct information manually. Select the Named Insured from the drop-down list. Select the Driver Type from the drop-down list (pre-populated for named insureds). Select the Rel. to 1st Nmd. Insd. from the drop-down list. Enter the First and Last Name. Enter the Date of Birth. Select the Gender from the drop-down list. Select the Marital Status from the drop-down list. o Note: Inconsistent marital status does not trigger a system error. Select the Occupation from the drop-down list. Select the License Status from the drop-down list. When selected the following fields are displayed: o Select the License State select from drop-down list. o Enter License Number. o Enter Age First Licensed. Select the Affinity Group (None or CSAA Insurance Group Employee). Select Yes for ADB Coverage, if desired (default is No). Select Yes if SR-22 is Required, Additional Financial Responsibility Filling Needed. If adding a driver who is single and age is 16 to 18, these additional fields are required: Select the Most Recent GPA from the drop-down list. Select Yes or No for Smart Driver Course Completed? o Note: If completed, add the course completion date and the course certificate number. If adding a driver who is 55 or older: Select Yes or No for Defensive Driver Course Completed? o Note: If completed, add the course completion date and the course certificate number. Repeat the process for each additional driver V1.0 7

22 Click Continue. o Note: Do not click Add Violation/Claim Information at this time V1.0 8

23 The Driver Report page displays. Select Yes to order MVR for the new driver. Click the I Agree radio button next to the disclaimer. Click Order Report. Click Continue. V1.0 9

24 Click the Premium & Coverages tab. Click Calculate Premium. Review the Premium Summary section. This section will display the premium before the endorsement, the additional premium or returned premium, and total premium. Click Continue. V1.0 10

25 Click the Documents tab. Select any documents that need to be printed. Click Generate. Select all required document that you have received, if necessary. Click Continue. Read the Agreement statement. Select I agree. V1.0 11

26 Complete the Authorized by field. The name of the named insured that authorized the transaction. Incomplete sections will be displayed on this page. Address incomplete fields as needed. Click Bind to complete the transaction. Confirmation pop-up displays. Click Yes Learner Notes Note Other Drivers In this demonstration, you will: Add an excluded driver Add a driver with a permit Delete a driver Your Turn to Practice Using the scenario practice the steps that were demonstrated. V1.0 12

27 Review the previous demo as needed to: Search for a policy. Endorse a policy. Click the Driver tab. Click Add Driver. Excluded Driver Review the previous demo and add a driver Select Excluded from the Driver Type drop-down list. Select a Reason for the exclusion. Click Continue. Click the Premium & Coverages tab. Click Calculate Premium. Click Continue. V1.0 13

28 Click the Documents tab. Select the Exclusion form and click Generate. Select the Yes radial button to confirm the signed form has been received. Click Continue. Select the Yes radio button to confirm the signed form has been received. Click Continue. V1.0 14

29 Complete the Authorized by field. The name of the named insured that authorized the transaction. Incomplete sections will be displayed on this page. Address incomplete fields as needed. Click Bind to complete the transaction. Learner Notes Note Review the previous demo as needed to: Search for a policy. Endorse a policy. Click the Driver tab. Click Add Driver. V1.0 15

30 Driver with a Permit Review the previous demo to add a driver Select Not Available for Rating from the drop-down list. Select Permit Driver from the Reason drop-down list. Complete the remainder of the driver fields as outline in the adding a driver demo. Select Learner's Permit from the License Status drop-down list. Click Continue.. Click the Premium & Coverages tab. Click Calculate Premium. Click Continue. V1.0 16

31 Complete the Authorized by field. The name of the named insured that authorized the transaction. Incomplete sections will be displayed on this page. Address incomplete fields as needed. Click Bind to complete the transaction. Learner Notes Note Review the previous demo as needed to: Search for a policy. Endorse a policy. Click the Driver tab. Click Add Driver. V1.0 17

32 Delete a Driver Select a driver other than the one you want to delete by clicking the View/Edit hyperlink adjacent to the relevant driver. o Note: You cannot delete a driver whose information you are currently viewing. Click the Remove hyperlink next to the desired drivers name. Click Continue. Click the Premium & Coverages tab. Click Calculate Premium. Click Continue. V1.0 18

33 Complete the Authorized by field. The name of the named insured that authorized the transaction. Incomplete sections will be displayed on this page. Address incomplete fields as needed. Click Bind to complete the transaction. Learner Notes Note Pended Endorsement Click the Pended Endorsement hyperlink. V1.0 19

34 Select Data Gathering from the drop-down list. Click Go. Make the necessary changes. Click Bind to complete the transaction. Session Summary Summary In this session, we completed the following tasks: Search for the customer in PAS Access the existing quote Add a driver to an existing quote Add a vehicle to an existing quote Set up payment information Bind a new policy using PAS Process on-demand documents through PAS Find relevant information in Online Help Glossary Key Terminology PAS - Policy Administration System - the system used for quoting, binding and modifying insurance policies. Pended Endorsement - In PAS, you can save transactions to be finished later. AP - Additional Premium added to a policy because of an endorsement. RP - Returned Premium deducted from a policy because of an endorsement. The amount displays in between parenthesis. V1.0 20

35 Practice Activity Practice Overview Driver Information First Name Last Name DOB License 1. Anita Brock 08/18/ Harry Jost 01/13/ Erick Beaty 01/02/ Bailey Baaklini 11/11/ Patricia Jackson 03/13/ Membership Information Membership Number Member's Name Shirin D Antia Edwin Schweinert A R Mortenson Credit Card Information Credit Card Number 1. Visa Learner Notes Note V1.0 21

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37 CSAA Insurance Group PAS IN Updating Vehicles and Coverages Participant Guide 2013

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39 Contents Session Overview... 1 Introduction & Overview... 1 Overview... 1 Lesson Scope... 1 Duration... 1 Session Objectives... 1 Demonstration... 2 Demonstration Overview... 2 Introduction... 2 Vehicle Information... 2 Scenario... 2 Scenario Information... 2 Search for the Policy... 3 Initiate an Endorsement... 4 Add a Vehicle... 5 Complete the Coverages and Calculate the Premium... 8 Other Vehicle Transactions Delete a Vehicle Delete 3rd Party Interest Change Vehicle Information Add a Vehicle Session Summary Summary Practice Activity Practice Overview Vehicle Information Driver Information Membership Information Credit Card Information... 20

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41 Session Overview Introduction & Overview Overview This session focuses on adding/editing vehicles, coverages and 3rd-party interest in PAS. PAS Highlights In this training we would like to highlight the following PAS features: You don't have to go through all the screens, can select specific tabs (e.g. vehicle tab) Only one financial institution shows on the list (not multiple location for one company) Coverages and amounts for each vehicle easy to view Lesson Scope In Scope: Adding/Changing Vehicle Information Changing Coverages Changing 3rd-party Interest Out of Scope: Unusual what-if scenarios Policy or product questions Reasons why PAS is designed the way it is Product change Duration This session will be of 1.0 hour. Session Objectives At the end of this session, you will be able to: Search for the Customer Initiate an endorsement in PAS Change information related to existing vehicles Add a vehicle to an existing policy Delete a vehicle from an existing policy Add/Edit a 3rd-party Interest V1.0 1

42 Add/Edit Coverages Find relevant information in Online Help Demonstration Demonstration Overview Introduction Here we are going to change, add, delete a vehicle, add/edit coverages, and add/edit a 3rd-party Interest to the policy. Vehicle Information In this demonstration, you will see: Search for the Customer Endorse the policy Add a Vehicle Add a 3rd-party Interest Add Coverages Bind the Endorsement Your Turn to Practice Using the scenario practice the steps that were demonstrated. Scenario David will like to add a car to his policy. This is the car he will drive to work. Scenario Information VIN Year Make Model 1. 5GADV33LX6D Buick Terraza V1.0 2

43 Search for the Policy Once you log in you will see My Work tab Click the Search hyperlink in the upper right section of the screen. In the Search window, Click the Policy radio button. Enter the policy # in the Policy/Quote # textbox. Click Search to display the Policy tab. V1.0 3

44 Learner Notes Note Initiate an Endorsement To initiate a New Endorsement complete the following steps: Select Endorsement from the Move To drop-down list. Click Go. Complete the Endorsement Date. Select an Endorsement Reason. Click OK - the General page displays. Click the tab to access the page where you want to make the changes. Learner Notes Note V1.0 4

45 Add a Vehicle Click the Add Vehicle button. Select Type from the drop-down box. Select Usage from the drop-down box - if usage is commute the Miles One-way to work or School field displays. V1.0 5

46 Enter the VIN. Note If the VIN is not available complete all required field in the Vehicle Information section: There are times when the Body Style, Stat Code and Symbol will have to be selected manually (i.e. older vehicles). Select the Type from the drop-down list Select the Usage from the drop-down list Select the Year from the drop-down list Select the Make from the drop-down list Select the Model from the drop-down list Select the Body Style from the drop-down list Select the Stat Code from the drop-down list Enter the Value Select Existing Damage from the drop-down list Select Yes if the Vehicle is Salvaged; leave the default if No V1.0 6

47 Complete Garaging Address section: Is Garaging different from Residential? If yes, enter the Garaging Address and Click the Validate Address button. Select the Ownership Type (if financed or leased). Select the Financial Institution from the drop-down list address will populate, if you change the address, click the Validate Address button. First Name Second Name (opens only if First Name = Other) Address (pre-populates based on finance company selected in First Name and can be changed manually) V1.0 7

48 If more than one vehicle, click the Save button and complete the previous steps for other vehicles. Click Continue. Click the Premium & Coverages tab. Learner Notes Note Complete the Coverages and Calculate the Premium Policy Level coverages will remain the same unless it is changed for all vehicles. V1.0 8

49 Tabs representing each vehicle on the policy display on top of the table. When a specific tab is selected, the liability coverages, premiums, and subtotals for that vehicle display on the first part of the table. Liability Coverages are not editable here. Complete the following for each vehicle: Comprehensive Deductible - when comprehensive coverage is not selected, no additional physical damage coverage is available Full Safety Glass Special Equipment Coverage Collision Deductible Rental Reimbursement Towing and Labor Coverage Uninsured Motorist Property Damage o Note: New Car Added Protection and Vehicle Loan/Lease Protection will be available if the vehicle qualifies. Click Calculate Premium V1.0 9

50 When the premium is calculated, view the Premium Summary and review: Pre-endorse. Premium - The amount before the endorsement Term Premium - The total premium for the term with the new endorsement included AP/RP - Additional Premium or Return Premium generated by the endorsement o Note: Figures displayed inside parenthesis represent return premium. Figures displayed outside parenthesis represent applied premium. Actual Premium - Pro-rated premium for the remainder of the term (includes the endorsement) View Rating Detail - Click to view all policy-rating factors applied to this policy Click the Documents tab. Select any documents that need to be printed. Click Generate. Select all required document that you have received, if necessary. Click Continue. V1.0 10

51 Read the Agreement statement. Select I agree. Complete the Authorized by field. The name of the named insured that authorized the transaction. Incomplete sections will be displayed on this page. Address incomplete fields as needed. Click Bind to complete the transaction. V1.0 11

52 Confirmation pop-up displays Click Yes. Learner Notes Note Other Vehicle Transactions In this demonstration, you will: Delete a Vehicle Change a Vehicle Delete a 3rd-party Interest Your Turn to Practice Using the scenario practice the steps that were demonstrated. Review the previous demo as needed to: Search for a policy Endorse a policy Click the Vehicle tab Delete a Vehicle Select a vehicle other than the one you want to delete by clicking the View/Edit hyperlink. V1.0 12

53 Click the Remove hyperlink next to the desired vehicle s make. Review the previous demo Bind the policy Convert to Named Non Owner Policy Note If the customer sold the only vehicle on the policy and it is not replacing it change the policy to a Named Non Owner Policy. The system won t allow you to delete the vehicle, to change the policy from Standard to Named Non Owner, follow these steps: Click on the General tab. Select Named Non Owner from the Policy Type drop-down list. Click Calculate Premium. Bind the endorsement. Learner Notes Note Review the previous demo as needed to: Search for a policy Endorse a policy Click the Vehicle tab V1.0 13

54 Delete 3rd-party Interest Click the View/Edit hyperlink next to the vehicle you want to change. Select Owned from the Ownership type drop-down list. Review the previous demo Bind the policy Review the previous demo Search for a policy Endorse a policy Click the Vehicle tab Change Vehicle Information Click the View/Edit hyperlink next to the vehicle you would like to change. V1.0 14

55 Make the necessary changes. Review the previous demo, Bind the policy, Review the previous demo, Search for a policy. Endorse a policy. Click the Vehicle tab. V1.0 15

56 Add a Vehicle Click the Add Vehicle button. Select Type from the drop-down box. Select Usage from the drop-down box - if usage is commute the Miles One-way to work or School field displays. V1.0 16

57 Select the Year from the drop-down list. Select the Make from the drop-down list. Select the Model from the drop-down list. Select the Series (the series is not required but when selected it gives you more options under the body style). Select the Body Style from the drop-down list. o Note: Once you selected information in the field wait for the following field to be updated. A partial VIN will display under Choose VIN, Complete all other necessary fields. Review the previous demo, Bind the policy. V1.0 17

58 Session Summary Summary In this session, we completed the following tasks: Search for the Customer Initiate an endorsement in PAS Change information related to existing vehicles Add a vehicle to an existing policy Delete a vehicle from an existing policy Add/Edit a 3 rd -party Interest Add/Edit Coverages Find relevant information in Online Help Glossary Key Terminology PAS - Policy Administration System - the system used for quoting, binding and modifying insurance policies. Pended Endorsement - In PAS, you can save transactions to be finished later. AP - Additional Premium added to a policy because of an endorsement. RP - Returned Premium deducted from a policy because of an endorsement. The amount displays in between parenthesis. V1.0 18

59 Practice Activity Practice Overview Vehicle Information VIN Year Make Model 1. 5GADV33LX6D Buick Terraza 2. 1N4BU31D6VC Nissan Altima 3. SAJHX6241VC Jaguar XJ6L 4. 2GTEK19T GMC Sierra K FTRE1421YHA Ford Econoline E WDBBA48D9HA Mercedes-Benz 560SL 7. 1B4HS28Y2WF Dodge Durango Driver Information First Name Last Name DOB License 1. Anita Brock 08/18/ Harry Jost 01/13/ Erick Beaty 01/02/ Bailey Baaklini 11/11/ Patricia Jackson 03/13/ Membership Information Membership Number Member's Name Shirin D Antia Edwin Schweinert A R Mortenson V1.0 19

60 Credit Card Information Credit Card Number 1. Visa Learner Notes Note V1.0 20

61 CSAA Insurance Group PAS IN Cancel and Reinstate Policies Participant Guide 2013

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63 Contents Session Overview... 1 Introduction & Overview... 1 Introduction... 1 Lesson Scope... 1 Duration... 1 Session Objectives... 1 Demonstration... 2 Demonstration Overview... 2 Cancel a Policy... 2 Scenario... 2 Search for the Policy... 2 Cancel a Policy... 5 Reinstate a Policy... 8 Scenario... 8 Search for the Policy... 9 Reinstate a Policy Session Summary Summary Practice Activity Practice Overview Membership Information Credit Card Information... 14

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65 Session Overview Introduction & Overview Introduction There are times when a customer will ask to cancel their policy, this can happen at renewal or mid-term. Once the policy is cancelled, it can be reinstated as long as it qualifies. Refer to the underwriting guidelines for more information about cancellation and reinstatement. PAS Highlights In this training we would like to highlight the following PAS features: The system reinstates the same policy, the customer keeps the same policy number Billing page displays the amount which needs to be collected Lesson Scope In Scope: Cancelling a policy in PAS Reinstating a policy in PAS Basic scenarios Out of Scope: Unusual what-if scenarios Policy or product questions Reasons why PAS is designed the way it is Product changes Duration This session will be of 1.0 hour. Session Objectives At the end of this session, you will be able to: Search for a policy in PAS V1.0 1

66 Process a cancellation in PAS Demonstrate how to reinstate a cancelled policy Find relevant information in Online Help Demonstration Demonstration Overview Even though we do not want to lose our customers, sometimes they request to have their policy cancelled. There are times when the policy was canceled because of non-payment and now the customer wants to reinstate their policy. PAS has made these processes very simple. Cancel a Policy In this demonstration, you will see: How to search for a policy in PAS How to cancel a policy in PAS Your Turn to Practice Using the scenario practice the steps that were demonstrated. Scenario Grace Aikens called in to cancel her policy. She got a promotion at work and is moving to another state. Search for the Policy Once you log in you will see My Work tab. Click the Search hyperlink in the upper right section of the screen. V1.0 2

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68 In the Search window, Click the Policy radio button. Enter the policy # in the Policy/Quote # textbox. Click Search to display the Policy tab. Learner Notes Note V1.0 4

69 Cancel a Policy Select Cancellation from the Move To drop-down list in the upper right corner of the screen and click Go. Cancellation page display: Enter the Cancellation Effective Date. Select the Reason from the Cancellation Reason drop-down list. Enter the Name of the person Authorizing the Cancellation. Enter the Supporting Date (i.e., proof to backdate, etc.). Click OK. Confirmation pop-up display: Click OK - the Policy Summary page is displayed. V1.0 5

70 At the top of the Policy Summary page, the status shows that the policy is Cancelled. To create a note on the policy: Click the Add Note/Alert hyperlink. Expand the Add Note or Alert section. V1.0 6

71 Complete the note. Click Save. The note will display under the Activities & User Notes. V1.0 7

72 The policy status and cancellation effective date will display in the Policy Summary Page. Note Learner Notes Note Reinstate a Policy In this demonstration, you will see how to: Reinstate a policy in PAS Your Turn to Practice Using the scenario practice the steps that were demonstrated. Scenario Grace Aikens came back, she is not relocating after all and she wants to continue with CSAA Insurance Group. V1.0 8

73 Search for the Policy Once you log in you will see My Work tab Click the Search hyperlink in the upper right section of the screen. In the Search window: Click the Policy radio button. Enter the policy # in the Policy/Quote # textbox. Click Search to display the Policy tab. V1.0 9

74 Learner Notes Note Reinstate a Policy Prior to completing the reinstatement in PAS, collect and apply for the due payment by completing the following: Look up the cancelled policy. Validate the number of days cancelled. Verify the cancellation reason. Validate the amount due. Reinstating a policy does not create a new policy; it gives the insured back their previous policy. However, the information needs to be verified and updated (if necessary) and you must bind the reinstatement just like any other endorsement. Click the Billing tab. Collect Total Due. V1.0 10

75 Click Accept Payment. Enter the Payment Details. Click OK. Click the Policy Number under the Billing Account Policies section. V1.0 11

76 Select Reinstatement from the Move To drop-down list. Click Go. Effective date window display: Complete the Reinstatement Date. Complete Authorized By - named insured. Click OK. Confirmation pop-up display: Click Yes and the Policy Summary page is displayed. At the top of the Policy Summary page the status shows that the policy is Active. V1.0 12

77 If you need to make changes to the policy, complete an Endorsement after the policy has been reinstated. Note Learner Notes Note Session Summary Summary In this session, we completed the following tasks: Search for a policy in PAS Process a Cancellation in PAS Demonstrate how to reinstate a cancelled policy Find relevant information in Online Help Glossary Key Terminology PAS - Policy Administration System - the system used for quoting, binding and modifying insurance policies. Pended Endorsement - In PAS, you can save transactions to be finished later. AP - Additional Premium added to a policy because of an endorsement. RP - Returned Premium deducted from a policy because of an endorsement. The amount displays in between parenthesis. V1.0 13

78 Practice Activity Practice Overview Membership Information Membership Number Member's Name Shirin D Antia Edwin Schweinert A R Mortenson Credit Card Information Credit Card Number 1. Visa Learner Notes Note V1.0 14

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80 CSAA Insurance Group PAS IN Servicing Billing and Payment Participant Guide 2013

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82 Contents Session Overview... 1 Introduction & Overview... 1 Introduction... 1 Lesson Scope... 1 Duration... 1 Session Objectives... 2 Demonstration... 2 Demonstration Overview... 2 Introduction... 2 Overview of the Billing Page... 3 Billing Transactions... 8 Scenario... 8 Search for the Policy... 8 Accept a Payment Update the Billing Account Pay in Advance Session Summary Summary Practice Activity Practice Overview Credit Card Information... 15

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84 Session Overview Introduction & Overview Introduction In PAS, the Billing tab gives access to the billing and payment features of the policy in one page. PAS allows you to take payments, set up recurring payments, and gives you a breakdown of the customer s installment bills. PAS Highlights In this training we would like to highlight the following PAS features: Billing information is available in one page Billing interface is easy to use and learn Lesson Scope In Scope: Billing inquiries in PAS Payment Preferences Take payments in PAS Basic scenarios Out of Scope: Unusual what-if scenarios Policy or product questions Reasons why PAS is designed the way it is Product changes Duration This session will be of 1.0 hour. V1.0 1

85 Session Objectives At the end of this session, you will be able to: Explain the various sections of the Billing Inquiry page Apply a payment to a customer's account Set up and modify a customer's billing preferences Change a customer's payment method Find relevant information in Online Help Demonstration Demonstration Overview Introduction Billing functions, such as account inquiry, making payments, and modifying customer s billing preferences can be performed in PAS. When the desired policy is selected, all of the billing information for the policy will be displayed under the Billing tab. In this demonstration, you will learn about the various parts of the Billing Summary Page: Billing General Information Billing Account Policies Installment Schedule Bills & Statements Payments & Other Transactions Pending Transactions Types of Transactions V1.0 2

86 Overview of the Billing Page Search for a Policy - review the previous demos. Click the Billing tab. The Activities & User Notes can display the following information: o Alerts - Alerts can be system generated or manually created o Activities and User Notes -These are a combination of system-generated activities and detailed description triggered by transactions posted in account and manual notes created by the user Examples: Notes can be additional information collected on refunds or the reason why an adjustment was performed o Tasks These can be created by clicking the Create Task hyperlink and will be linked to the current billing account being viewed. Tasks created here can be viewed in User's My Work tab or by clicking the View Tasks hyperlink on this page. Each activity or user note under this section will have a modified by stamp that identifies whether it was the system or if an individual (name will display) who modified. V1.0 3

87 ID # - this is a hyperlink that when clicked the billing account information and settings are displayed Billing Address the address on record where the statement is mailed Bill Type direct this is to identify if the customer pays or the mortgage company pays for the insurance. In the future, homeowner products will be part of this system. Due Day - the day the payment is due each month Minimum Due - when a bill is created the minimum due equals the monthly amount due. The minimum due can also include the past due amount and it is the total amount required to be paid for the current billing cycle Past Due - the amount that was requested to be paid but was not paid in due time. Total Due - the total amount required to be collected to pay off the policy Total Paid - the total amount the customer has paid to date Policy # - the policy number link here a list of policies in PAS will be displayed. Type type of product that is, CSAA Insurance Group Signature Series Effective Date policy effective date Payment Plan payment plan selected by customer Policy Status - active, pending cancellation, cancelled, proposed, policy pending, premium calculated, customer declined, or company declined Billing Status o Active: Billing activities are processed for this policy (i.e., invoices are generated, policy cancellation due to non-pay are processed, etc.) o Hold: The policy is temporarily suspended, no invoices are generated and no policy cancellations due to non-pay are processed o Pending Hold: The policy is considered as active but there is a Hold status scheduled Minimum Due - when a bill is created the minimum due equals the monthly amount due. The minimum due can also include the past due amount and it is the total amount required to be paid for current billing cycle Past Due the amount that was requested to be paid but was not paid in due time Total Due the total amount required to be collected to pay off the policy Total Paid the total amount the customer has paid to date Overpaid amount that has been paid, but has not yet been billed V1.0 4

88 Description displays the transaction type (deposit vs. installment) Installment Due displays the amount due, less the installment fee, for transaction type Installment Due Date reflects the date payment is due for payment plans: Standard Monthly, Annual, Semi-Annual Pay, Quarterly Pay, and Low Deposit Pay Note: Transactions are listed chronologically as shown below: Date it is the date when the billing statement or cancellation notice is due. If it is an Earned Premium bill, this will be the date that the statement was generated Type billing statement Statement # back-office use Minimum Due - when a bill is created the minimum due equals the monthly amount due. The minimum due can also include the past due amount and it is the total amount that needs to be paid for the current billing cycle Past Due - the amount that was requested to be paid but was not paid in due time Total Due - the total amount the customer owes on the policy V1.0 5

89 Transaction Date - reflects the date the transaction took place Policy Effective Date - the date the policy was effective Policy # The policy number Type displays the transaction type (this is a hyperlink - when clicked the transaction details page displays) Subtype/Reason description of transaction type is selected Amount displays transaction amount (amounts in parentheses are credits and amounts without them are debits to the account) Status displays the status of the transaction (e.g. applied, cleared) Action displays applicable actions that may be performed for the transaction (FTS only) Note: Transactions are listed chronologically. Displays transactions that are pending or requires additional action (i.e., refunds requiring approval) Transaction Date - reflects the date the transaction took place Effective Date - the date the transaction was posted in the account Type - displays the transaction type (this is a hyperlink - when clicked the transaction details page displays) Subtype/Reason description of transaction type selected Amount - displays transaction amount (amounts with parentheses are credits and amounts without them are debits to the account) Status - displays the status of the transaction (i.e., approved) Action - it will display applicable actions that may be performed for the transaction V1.0 6

90 Premium: This is a transaction created in response to premium-bearing policy transaction - Policy Transactions that result in AP/RP directly impact the Total Due balance Payment: The transaction is created to process inbound payments (i.e., those customers send to pay their premium) and outbound payments (i.e., refunds) Adjustment: The transaction to adjust the account balance with or without a policy premium-bearing transaction (a typical case is writing off small premium balances automatically or manually as it is more costly to collect this small amount than to write it off) Fee: The transaction to apply certain fees to policies (i.e., installment fees) Learner Notes Note V1.0 7

91 Billing Transactions In this demonstration, you will see how to: Search for a policy Accept a payment in PAS Update Billing Account o Change Billing Address o Change Payment Methods o Activate Autopay o Apply Overpayment Pay in Advance Your Turn to Practice Using the scenario practice the steps that were demonstrated. Scenario Grace Aikens would like to make a payment and has some questions about her installment bill. Search for the Policy Once you log in you will see My Work tab, Click the Search hyperlink in the upper right section of the screen. V1.0 8

92 In the Search window, o Click the Policy radio button. o Enter the policy # in the Policy/Quote # textbox. o Click Search to display the Policy tab. Learner Notes Note V1.0 9

93 Accept a Payment From the Policy Summary page, click the Billing tab. Verify the amount under the Minimum Due field. Click the Accept Payment hyperlink on the Payment & Other Transactions section to display the Payment Details window. In the Payment Details window, select the Payment Method from the drop-down list (i.e., credit card). Enter Amount Due. Click the OK button - the Billing General Information page displays again. You can make additional updates from this page. V1.0 10

94 Update the Billing Account Click the Update Billing Account hyperlink located to the right of the Billing General Information heading. The Billing Account window is displayed. In the Billing Account window, make the following changes to the applicable fields: Change the address, which will change the billing address only V1.0 11

95 To Add or Change the Payment Method: Click the Add Payment Method hyperlink to add a new payment method. Complete Credit Card or Bank Acct information. To update the Payment Method click Delete to delete the existing credit card. Once the card is deleted, add the new credit card or new payment method. Add the Payment Method (see the process above), Click the box after Activate Autopay to activate this option, Select the Payment Method from the Autopay selection drop-down. Access the form through On Demand Documents (look at a previous demo of this process) complete and have the customer sign it. Submit document for imaging. Over Payment Distribution Overpaid Amount - select if overpayment should be applied to the next installments or to all installments. o Note: By default, customer preference for how overpayments are to be handled is set to Next Installments. If you wish to change the setting to All Installments, you must make the change prior to processing the payment. After processing the payment, change the setting back to Next Installments. Click OK - the Billing General Information page displays. V1.0 12

96 Pay in Advance If Billing Preferences were changed to All Installments, change them back again to Next Installment. Discuss options for how overpayment is to be applied with the customer. Click the Update Billing Account hyperlink. Click the appropriate radio button for your desired choice under the Overpaid Amount. Click OK to display the Billing General Information page. Click the Accept Payment hyperlink, in the Payment & Other Transactions section. Select Payment Method. Enter Amount - refresh screen by clicking outside the field. Click OK to display the Billing General Information page. Learner Notes Note V1.0 13

97 Session Summary Summary In this session, we completed the following tasks: Explain the various sections of the Billing Inquiry page Apply a payment to a customer's account Set up and modifying a customer's billing preferences Change a customer's payment method Find relevant information in Online Help Glossary Key Terminology PAS - Policy Administration System - the system used for quoting, binding and modifying insurance policies. AP - Additional Premium added to a policy because of an endorsement. RP - Returned Premium deducted from a policy because of an endorsement. The amount displays in between parenthesis. V1.0 14

98 Practice Activity Practice Overview Your Turn Using the policies provided to you, practice the different billing tasks. Credit Card Information Credit Card Number 1. Visa Learner Notes Note V1.0 15