Answer Your Need to Know Questions Faster

Transcription

1 Answer Your Need to Know Questions Faster A How-to-Guide to RLI s online portal, epup Are you on a need to know basis with your Personal Umbrella insureds? Do you frequently find yourself saying: I need to know if the client paid their bill? Or...I need to know if the insured returned their renewal questionnaire? And even...the insured needs me to send another invoice! Most of our agents know to contact the Program Manager, Chris Kivior, with their RLI questions, but many don t realize that they have the ability to see account and billing information online at RLI s website any time they need to. Using RLI s online portal, you can find the answers to most of your Need to Know questions right away. This How-To Guide, which was originally published in our monthly Agency Newsletter, has been designed to help you access some of the most popular functions of RLI s online portal, epup. Need to Know Questions: Need to know #1: Where Do I Log In? on page 2 Need to know #2: Did the insured pay their bill? on page 3 Need to Know #3: Has the Renewal Questionnaire Been Returned to RLI? on page 5 Need to Know #4: How Can I Obtain a Duplicate Form? on page 8 Need to Know #5: What the Heck Does this Status Mean? on page 9

2 Need to know #1: Where Do I Log In? 1. Start Here: and select Producer Log-In (on right). 2. On the next page, select Personal Umbrella from the list. 3. Log In using your username and password. Usernames and passwords are individual to each user in your agency. Each person with access should have their address and their own password. If you have trouble logging in or are unsure if you have a user name and password please contact Chris Kivior at ext Once logged in, you will see a welcome screen similar to the picture below. Navigation options are located near the bottom of the page.

3 Need to know #2: Did the insured pay their bill? 1. From the Welcome Screen: Click on Quote Policy Look-Up 2. Enter the insured s information for look up. Policy Number works best. 3. Select Policy Inquiry. 4. The new screen will show the insured s information and latest transactions in descending order. Examples to follow...

4 Example A: The current status reads "Renewal-Bound". This means that the insured has paid their bill in full and you can see that the Renewal Policy Form was Sent on 5/25/11. Example B: The current status reads: "Final Bill Sent". This means that this insured has not yet paid the renewal bill. You can see that the final mailing was sent on 5/23/11 and it is due 5/30/11. ***Have a question not addressed here?*** Contact Chris Kivior, RLI & Safeco Program Manager at ext 368 or by at ckivior@massagent.com.

5 Keep in Mind...RLI s Renewal process: 1. RLI mails the renewal questionnaire to the insured 85 days prior to expiration. 2. The insured returns the completed form to RLI. *If the form is not returned, RLI issues a Non-Renewal Notice. *If the form is incomplete, RLI issues a Non-Renewal Notice. *If the Form is not approved due to underwriting, RLI issues a Non-Renewal Notice. 3. Once approved, RLI sends the insured a bill. 4. Once the Bill is paid the Renewal Dec is issued. *If the bill is not paid, a lapse letter will be sent to the insured and agent upon expiration. Remember, RLI mails notices directly to the insured via postal mail. Number One Insurance Agency s all notices and dec pages to your agency. As the agent, you do not automatically receive a copy of the Renewal Questionnaire or Invoice. However, you may download/print one from the RLI Portal if you need one. Need to Know #3: Has the Renewal Questionnaire Been Returned to RLI? Example A: Yes! The Status is Renewal Bound. The Renewal Policy Dec was sent from RLI on 6/9/11. This insured has completed their renewal questionnaire AND paid their bill

6 Example B: NO! The Status is Policy has been Nonrenewed23 Questionnaire Not Returned The Nonrenewal Notice was sent to this insured on 6/9/11. The insured did not return their questionnaire by the due date. To rescind this notice, the insured must complete and send the questionnaire to RLI prior to the policy expiration date.

7 Example C: Yes - BUT... The Status is Policy has been Nonrenewed41 Incomplete Underwriting Information. The Nonrenewal Notice was sent to the insured on 9/6/11. The details of the nonrenewal notice are listed in red. Click the + to expand the current term information to see what information is missing. See below: the insured s answers are listed here. Incomplete information has been left blank. In this example insured did not sign their renewal questionnaire. The insured will receive a copy of their incomplete app along with the nonrenewal notice so that they may fix this and return to RLI.

8 Need to Know #4 - How Can I Obtain a Duplicate Form? 1. Find the insured you need the duplicate for. 2. Click on Forms. A new window or Tab will open. 3. The new window/tab will display forms recently generated for this insured. 4. Click on the little piece of paper under "view". 5. A PDF will pop up in a new window. You may print, save, or from the newly created file.

9 Need to Know #5 What the Heck Does this Status Mean? Quote Billed - The Renewal Questionnaire has been received at RLI. RLI has sent the insured a bill. The policy will not renew until the bill is paid. You can see the last document sent from RLI is Renewal Billing Sent on 7/8/11 and is Due 8/14/11. Renewal Quote Lapsed - The policy has lapsed. The insured was approved for renewal by RLI but did not pay their bill by the expiration date. You can see that the last document sent from RLI is Renewal Expiration Letter on 7/8/11. The Due Date of the bill was 6/27/11, which is the day the policy expired. Policy Has Been Endorsed - The policy has been changed. (In this case UM/UIM was removed.) You can see that the last document sent from RLI is a Policy Change Acknowledgement on 7/8/11. You can also see that this transaction caused a $ refund to the insured. The insured s total premium for the year is now $ Payments/Refunds: 1st year policy holder - Number One Invoices/Mails check for insured to our sub-agent. Renewal policy holders - RLI mails Invoice or Refund directly to the insured.

10 Policy Has Been Cancelled - The policy has been cancelled mid-term. You can see that the policy was cancelled at the insured s request on 6/14/11. The last document sent from RLI is the Cancel Acknowledgement on 7/6/11 and a returned premium of $ is due. Payments/Refunds: 1st year policy holder - Number One Invoices/Mails check for insured to our sub-agent. Renewal policy holders - RLI mails Invoice or Refund directly to the insured. Policy Remains Nonrenewed - The policy is still in nonrenewal status. Policy History (not pictured here)shows that the insured was issued an initial Nonrenewal Notice due to a late questionnaire. Upon receipt of the completed questionnaire, RLI has issued this second Nonrenewal Notice due to the insured s driving record. The insured also requested to change agents at this time. You can see that RLI sent two documents: Agent of Record Letter and a Policy Remains Nonrenewed Letter on 5/10/11. Unless the questionnaire was completed in error, this policy will remain nonrenewed. Click on Forms to see documents that were mailed. Final Bill Sent - RLI has sent the insured a second and final renewal bill. This is a last reminder to the insured to pay the bill before expiration or lapse occurs. You can see that the Final Renewal Billing was sent on 7/8/11 and the Due Date is 7/17/11. That wraps up our Need to Know Questions Guide for the epup portal. If you have further questions about navigating RLI's online portal, please contact Chris Kivior, RLI & Safeco Program Manager at ckivior@massagent.com or ext 360.