PAS. CA PAS Home FAQs and Key Interim Procedures

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1 CA PAS Home FAQs and Key Interim Procedures Endorsements Q: Are PAS endorsements covered in this rollout? A: Everyone will have access to do endorsements in this rollout. Endorsing a policy in PAS is similar to quoting/binding. Q: Is the optional endorsement Breakage of Personal Property available in CA? It s shown in the video. A: Yes, it is related to CEA (not HO3). Q: If we need to process an out of sequence endorsement do we do a level 1 task like we do for PAS Auto? Or do we IBS like we are now? A: You would just do a task like with Auto. Q: Could you add the age of an acceptable receipt for scheduled personal property? A: This hasn t changed; proof would need to be not more than five years old. It is in the Online Guide. HO-61 Scheduled Personal Property Q: Is the dec going to show each item for the jewelry? HDES only lists the amount covered. A: The dec will show the total amount but the HO-61 will list each item. Q: For those policies converting with existing HO-61s, will they have itemized schedules? We currently have to go into Fastlane to pull the schedule. A: HO 61 s won t be itemized at Conversion, they will convert as 3 items for example with the aggregate limit listed. Details will be in Fastlane. Q: When quoting scheduled personal property, is there a way to bypass the details of jewelry as insureds may not know that off the top their heads? A: Yes, you only need to enter limit of liability for a quote. The details will need to be entered in order to bind. Q: HO61C- When adding a boat are we no longer required to do the FORM B to give description of every item such as Boat, Trailer and Motor? A: There is no longer a Form B; the required information is asked in PAS. Certificate of Insurance (Hall Rental) Q: Why the change for the special event certification (3 days)? A: This is a defect, an incident has been opened there was never an intention to change how it worked in PAS. Q: Are certificate of events forms available in PAS or do we still use WebDOCs? A: They are available in PAS via Generate On Demand Documents. PUP The payment drop down for PUP offers Annual, Semi, and Quarterly and so on. PUP has always only had the option of Annual, is that changing? A: Yes, it is changing. We do now offer these payment plans in PAS, although you may want to continue to encourage your insureds to pay their PUP policy in full to avoid incurring the billing fee.

2 Q: PUP asks for underlying auto policy. If I change limits, will it do underlying endorsement to auto policy? A: No, it would not. PUP prefills the auto/home policy data when you perform a Customer or Product search. If you modify this information or have to manually enter it will not update the corresponding auto or home. Q: Does PUP require an underlying bound policy or is quoted policy sufficient? A: Yes, a quote will work, but to bind the PUP, you must have a bound underlying policy. Q: Now, I can see the PUP policy number in an existing home policy. Can I see that in PAS? A: Yes. Once all the policies for a member are in PAS, you will be able to see all their associated policies under the customer tab. Q: Also what do you do when quoting a PUP and the auto underlying limits have not been changed to 500/500 because he doesn't want to change those limits until he decides he wants the PUP? A: In order to provide a PUP quote or bind a PUP policy, you will need to change the limits to 500/500. If you provide the PUP quote and the customer is not ready to purchase, you will need to change the limits back to what they were originally. An enhancement request has been submitted to address this. Q: How will we process endorsements for bound PUP's? A: You will process PUP endorsements real time within PAS, like they do for Auto and will do for Home endorsements. Everyone will have access to do endorsements in this rollout. Endorsing a policy in PAS is similar to quoting/binding. Q: Do PUP policies get charged finance charges? A: If the PUP policies are paid in full, there are no installment fees. Otherwise the billing fee applies (no finance charges). Q: Will we still be using the PUP stickers? A: No, we will not be using stickers in PAS. PAS will issue the policy number as you quote. CEA Signatures Q: When binding earthquake in SalesX, the system often does not recognize a newly sold HO policy. Will this be corrected with the move to PAS HO? A: Yes, changes in PAS are real time. If an HO policy is bound in PAS, it will immediately be reflected for a CEA quote. Q: Can we take payments for CEA from PAS? A: You can only take the initial down payment for CEA through PAS; additional payments go through BlueCod. Q: HO3 docs have "signature on file" pre-populated where insured is supposed to sign, will this be fixed? A: You should generate the documents BEFORE clicking the radio buttons to acknowledge a signature. If you already clicked the radio button for signatures, then s/he can go through generate documents to obtain new documents. Q: Can the documents be ed directly to customers? A: Yes. From the Generate On Demand Documents, you may choose to any selected documents.

3 Q: Are we no longer requiring a signed loss history certification as part of the application? A: We are no longer requiring that, because PAS being is integrated with CLUE reports and reconciles losses systematically Q: If I intend to bind a CEA policy must the insured sign the CEA Offer generated with the homeowner policy? A: Do not need to do for CEA offer notice if binding CEA. Q: If policy is bound with esign, what do I do if the member comes into the branch and wants to sign? A: Go into the policy, re-print the application and have it signed. Q: When writing a new policy, do we still have to get signatures before submitting? A: Yes, the insured needs to sign the required documents at new business. Discounts Q: We noticed in order to apply the multi-policy discount you have to link policies. How will this work when we are binding policies on the same day? A: Bind the auto policy first. Q: Is there going to be a multi policy discount on the HO4 policies? I see a place to select auto discount but not sure if we are not supposed to be selecting that. A: No. The HO4 product is not changing. The HO4 does not have a multi-policy discount. Q: Will the discount show when you re on PAS? A: All discounts will display in PAS. They will show on the main PAS quote/policy page at the very bottom or within the quote/policy on the P&C tab; also, View Rating Details will show discounts. Billing/Payments Q: In the past, if ANY mid-term change adds premium and the Payer is Mortgagee, we have changed the billing to the insured until that premium is due, and then changed it back to mortgagee. Should we still do the same? A: No, you do not have to change it. The bill will go to the insured for ANY midterm changes & the mortgagee for renewals. Q: When the prior balance is forwarded to the new policy, will that be done in one bill or spread out over the course of the policy? A: It will be due on that bill. Otherwise it won't renew. Q: If after the renewal Conversion date, there is still a balance (either from the prior term or an additional premium), will that amount be divided into the many months left on the payment plan or do they have to pay it the next bill? If it will NOT be divided into the months left, will the additional premium be due on the 1 st or 2 nd bill after the renewal is paid? A: The additional premium will be due on the next bill which is the 1st installment after the renewal bill. Policies will continue to follow normal non-pay processing if that installment, or any installment, is not paid.

4 Q: If a customer undergoing conversion calls and inputs their old HDES policy # for payment and not the new PAS policy #, will the IVR recognize it? Will it say zero due on the old policy? A: If a customer inputs their old HDES policy # for their renewal payment, it will only give them the amount owed for that policy number. So if nothing is due, it will say $0 due. It will however provide the PAS policy number, but the system won't recognize the PAS number and they will be sent to a customer service representative. Q: Also, for Conversion policies on mortgagee paid bill, what happens if the mortgage company sends in the payment with the old policy numbers? A: These payments would be reviewed manually, since they would lead to an overpayment on the old policy number. Our Billing department would identify the renewal policy number and apply appropriately. Q: If a policy is renewing and the payment is not received on the renewal date, will the policy show as expired until payment is received? A: Yes, the policy will show as expired. Q: On renter policies, will there eventually be an option for low down payment for having a companion auto policy? A: Not at this time, but this will be submitted as a possible future enhancement. Q: Will we be able to take payments with cash or check directly into PAS? A: Cash and check are valid payment options in PAS and availability is role/privilege based. Rewrites/Reinstatements Q: If a policy is cancelled because it is over 30 days in HDES, should I rewrite in PAS Home? A: Yes. Q: We often have to make HO3 policies into DP3 and vice versa. Does the system have the capabilities of making this rewrite quicker? Much like it does with Select to Select. A: Both rewrite and copy policy functions will DEFAULT to the previous policy type, so this will not be a valid option for changing products. Q: Are the reinstatement guidelines for mortgagee paid the same as those for insured paid? So if a mortgagee pays late, it will be a lapse? A: PAS will handle mortgagee payments and bills. If an insured calls with a question regarding their policy, the Billing screen will show if and when the mortgagee pays as well as the status of the policy. Q: Why is there a difference (15 days vs 30 days) between auto and home reinstatement w/o lapse? A: The homeowners billing has been structured to match other states. Q: If a payment is not received before 15 days, then is there a lapse in coverage? A: Yes. Please refer to the Reinstatement Guidelines: R+15 is the last day for renewal without a lapse; R+30 is that last day for renewal with a lapse.

5 Reporting Q: Link for ISO and CLUE do we still have to print out and fax to fast lane? A: No, any reports run within PAS do not have to be printed, because they are integrated with the PAS application. Q: On the CLUE report we are required to run CLUE reports on all addresses with in the last 3 years, however even when I put both addresses on the applicant screen, it only shows one address on the CLUE report. Is there another area I'm supposed to put the other address so that both address are ran at the same time? A: No need to run separate CLUE report, as long as you include the prior address on the Applicant tab, PAS will run the CLUE with the necessary information. Q: Will endorsements be similar to auto policy in that we ll have to run the reports again? A: Depends on the type of endorsement being made. Coverage A transactions will require a new ISO to be run. Q: When will WebDocs be going away? A: WebDocs is currently planned for decommissioning in However, this may be subject to change, since decommissioning is dependent on the completion of Conversion. Q: If a 360 review is needed, should we do it in PAS or the 360 site? And then should we change the dwelling amount in PAS? A: Once the policy is in PAS, the 360Value should be done in PAS, and the Coverage A should match the 360Value. Miscellaneous Q: We noticed the TFN entered in training was different from ours. Is it safe to assume we will enter on the agent information section? A: It is not a requirement to enter this number. For quotes not associated with a marketing program, you can simply put x s in the field Q: Is it possible that having to enter all caps on the policy number search may change in the future? A: This has been fixed and is no longer an issue. Q: We noted that the exclusion option is showing on the animal screen. Is that for clubs out of state? A: Nothing has changed in CA; these animals are still unacceptable and not available for exclusion. Q: Are there plans to convert existing home policies to PAS? A: Yes, the conversion beta will begin in April. Q: Changing effective date will that be a future enhancement? A: For now, no. Exigen does not have a solution for this. Q: We send requests to policy processing to change the effective date of a policy. Will we do that with PAS? A: No, with PAS, you can change the effective date using the copy feature. Go into the policy, copy it, enter the new effective date, bind that transaction, cancel the old policy. You will have a different policy number, but no new reports or signatures will be needed.

6 Q Once everything is converted to PAS, we should be able to pull it up with a search in Insurance Portal? A: Yes Q: Can we list more than 4 named insureds? A: Yes, you can do this on the Applicant tab or the Mortgagee & Additional Interest tab depending on what is appropriate for your scenario. Q: Personal property limit. Anything under 50% of Cov A is generating error message. Will that be fixed? A: No, PAS has controls around minimum combinations. You cannot go beneath the minimum threshold Q: On an HO4 policy will the system always make me change Cov D manually when I change Cov C or is there a way to make it update Cov D automatically? A: PAS will not update Cov D automatically. You will need to update that manually. Q: On a HO4, how do you change the deductible? I don't see any options for raising the deductible on the premium and coverage page (CAH ) A: To change the deductibles, you need to go to the Quote subtab on the Premium & Coverages tab. Q: After validating the address, should the county auto populate? A: Yes, this is now fixed. Q: What is Additional Interest for? A: Please find descriptions for additional interest, additional insured, and third party designee below: o o o Additional Interest - An additional interest is a party that has a non-insurable interest in the property. Coverages are not extended to additional interests, but they are notified of policy cancellations and non-renewals. Additional Insured - An additional insured is often a non-occupant owner that has an insurable interest in the property. Examples: Trusts, Individuals, LLCs, Co-signees of the home loan Third Party Designee - When the insured has added a third party designee, the third party will receive lapse, non-payment or cancellation communications Q: Will we be notified if a policy lapses? A: Property policies that are pending cancellation or have cancelled should show up in Insurance Portal on the Agent of Record s dashboard in the future. Currently it is NOT set up for Property. Q: Does the new Quote document call out the 150% replacement cost messaging? A: Yes, it is now located at the bottom of the Quote document instead of being right next to the endorsement itself. In addition, an enhancement has been requested to display the limit on the quote. Q: Is the Prior term balance only going to be used on conversion, or will this be a new process to for cancelled policies as well? A: This applies to conversion only. Q: When adding the trust, will PAS show the trust name in the named insured field like HDES did? A: No, we do not want the trust to be the first named insured. Even for HDES technically, the first named insured should be the name of the person on the Trust. For example Neil Young

7 Trust. The first named insured on HDES and PAS should be Neil Young and the "Neil Young Trust" can be added as an additional insured. Q: Are there any documents that will show the Trust? A: Yes, it will display on the dec. Q: How many characters can you use to add a trust? A: There is no character limit within PAS for additional insureds, this includes trusts. The information also will not be truncated on the dec pages. Q: During R-53 or R-48, when is the mortgagee notified of the new policy to avoid any disruption of the mortgagee bill being paid for the insureds policy? A: The mortgagee is notified at R-48. Q: Will Connect Suite show balances for both the legacy policy and the PAS policy if appropriate? A: Connect Suite will show the balance for the legacy policy. However, it cannot display the balance of the PAS converted policy until payment has been applied and the policy has reached the renewal effective date. Work is in flight to be able to display the converted PAS policy details in Connect Suite after the policy proposal at R-48. Until then, you will need to go directly into PAS to view the converted policy details and process payments. Once the policy is active in PAS, all future payment details will be available in Connect Suite. Q: If the mortgagee name is longer than what can fit, where can we add additional information? A: You can use a Word version of the Evidence of Insurance form that is posted to the Agent Resource Site. Q: What is the "use legal mortgage for EOI"? A: That field is for if you need to spell out the mortgagee name instead of, for example just ISAOA/ITMA. If you must write it out, you can use that field. Q: Where would we enter ISAOA or ATIMA for the mortgagee? A: You can enter this under the legal mortgage name field. You have up to 150 characters to enter a longer name in the legal mortgage name field Q: How do I add a long mortgage clause? A: There is a 2nd field you will use to enter longer "legal names". Q: Will that link them both in Connect Suite? Sometimes when we apply this discount, the policies do not link in Connect Suite, and when cashiers are taking payment it doesn't show them as linked. A: Yes it will link them. When it s not showing them as linked in Connect Suite, we need to check first whether it belongs to the same customer. Q: Is the FAX or button working so we can FAX/ documents directly for PAS Home? A: It appears this is not working for Auto or Home. Q: Will we receive advance copies/examples of the letters/paperwork the insureds will receive regarding conversion to become familiarized with them? A: The documents are available on the Agent Resource site. Q: What if a member is enrolled in recurring payments in Payment Tool? Will those automatically convert to auto pay in PAS? A: Those enrolled in recurring payments will remain on recurring payments when they convert to PAS. Q: When we start doing all the conversion for all of our products, are we still renewing policies without an active Membership?

8 A: Yes. Q: How does the Seismic Safety fee help reduce earthquake risk? A: The Seismic Safety fee is a state mandated fee that supports the Seismic Safety Commission. For information regarding the Seismic Safety Commission please go to their website: Q: How does $.15 help lower the risk to Californians? I am sure I will be asked by a client. A: The Seismic Safety Commission reports to the governor and provides recommendation on reducing earthquake risks. Q: Will prior term (HDES) finance charges under $5 be transferred or waived in PAS? A: Any debit balance regardless of the reason will be transferred. Q: When is SalesX going to be retired? A: There is not a specific date or time yet. Q: If a home policy bound in legacy will be renewed in November and the insured wants to buy PUP in July, can we still use SalesX? A: You can do that today but you may not be able to in July. Q: Will the prior legacy policy number be referenced in the new PAS home policy? A: Yes, it will appear as the Source Policy# field on the General tab. Q: Which policy types will be converted when during the conversion beta? A: We will start with a low volume of HO3 policies first and monitor that the conversion process is working as expected. Then we will fold in HO4 and HO6 policies; after that, we will select DP3 and PUP policies. All policies will be reviewed so that the selection during beta is a representative sample of the book of business. All regions will be considered. Q: Will there be a quick link for "view home quote" on the Premium & Coverages tab? A: There isn't one today, but we are working to add this (just like on Auto). Q: Do we submit tasks for backdating, out of sequence endorsements, etc? Or do we contact IBS DO? A: For PAS policies, do a task. For policies that are still in HDES, follow current process until the policy converts. Q: If I am backdating an HDES policy to get a credit, do I still send to IBS? A: If you are backdating a policy that is converting, you would contact AST. Key Interim Procedures (IPs) Issue: In order to quote and bind PUP and CEA policies in PAS, the system requires the companion home policy to also be in PAS. IP: o For existing insureds whose companion home policy is in HDES - Users should quote and bind the PUP and CEA policies in SalesX/netPOS.

9 o For new customers Users should quote and sell all new property (HO3, HO4, HO6 and DP3) policies in PAS. This includes PUP and CEA. Issue: For PUP, property type carries over from prefill as Others instead of HO3, HO4, or HO6. Due to this error, the dwelling address does not carry over with the prefill ordered. IP: Remove and re-add the named insureds, re-add the home information and order prefill. If Others still appears as the Policy Type, then it will have to be requoted. Issue: I receive an Illegal argument: No enum const class om.exigen.aaa.specific.behavior.api. StateCodes. error when choosing the PUP option in the drop down of the customer tab. IP: Clear cache/cookies to refresh the browser. If this doesn't work, it will have to be initiated by AST. Issue: address is not updating. IP: Add the address on the customer tab.