An application for a new policy or an endorsement is received in the mail room. The mail is opened and given to a data entry operator. This starts the process at what we call the receiving station.
The data entry operator enters the information from the application into each of the sub form screens. The computer assigns an application number which is used to track the document during processing. Also, the computer assigns the data and time the document entered into the system. The data entry operator also places the application, copies of the driver's licenses, and vehicle registrations into the hopper of the document scanner attached to the receiving station. The system scans the images of these documents and attaches the images to the application.
The documents are then transaction filed based on the entry date. The system also includes the ability to use book and page numbers if the user wants to be more specific in their transaction filing. At any time during the processing of the application or even latter, after the policy has been created, any additional correspondence can be scanned in and attached to the application or policy. The additional documents are also transaction filed and have their own filing data, book and page. There are general query programs available which allow a person with proper security to view any part of the data entered on the application or any image of any document associated with the application. Since the location of the document is also available with the description and image, you can retrieve the actual physical document.
During the data entry process basic underwriting tests are performed. The format of the drivers licenses is tested. If it is not in the form of a Florida drivers license the operator is questioned. The zip code is verified against the US Postal Service zip code database. The territory and country are verified and cross referenced. The fire code is verified. Each driver class is tested against their age, birth date, and sex. Each vehicle identification number is tested against the R.L. Polk VIN database. If an error occurs because the operator was given incorrect information on the application, then an automatic follow-up note is created. These notes can then be printed and sent to the agent. Or the follow-up notes can be automatically faxed. Also the operation can prepare manual follow-up notes to be sent to the agent which can contain any free form correspondence the user wishes. At any point in the application process the underwriter or customer service representative can communicate with the agent through this forum. The cash received with the application is also entered by the data entry operator. Each application can have several checks from different sources. If the check is from a premium finance company, the company is recorded. Then later if a return premium is due, the system will send the money back to the premium finance company rather than the agent. An application will not be allowed to proceed unless a certain amount of the cash is received with the application. The amount required is specified by the user.
If any of the error checks flag an application as incomplete, the application will remain in the receiving area. Any messages that are generated have follow-up dates. If the message has not been responded to, by the follow-up date, a report will show the open correspondence.
Once all pending corrections have been completed, the computer system will automatically move the application to the next work station. The computer performs scheduling at each workstation which is subsequent to the receiving station. The computer system looks at all operators designated as the next station (which in this case is MVR acquisition) and finds the work station with the least amount of work. The application is placed into the electronic "In Basket" of that workstation. If no workstation is available on that day then the system selects the next available work day. Work days are based on a calendar set up by the user.
At the MVR station a browse window shows all the applications waiting to be processed. This is the electronic "In Basket" for this station. The operator simply selects the application she wishes to work on and then a form is displayed with all the drivers for this application. The operator selects a driver and then asks the system to get the MRV for that driver.
If the operator has previously retrieved the MVR, the system will warn them, but will allow them to proceed if they wish. Also available at the MVR station is the ability to view the MVR retrieved from the Florida Department of Motor Vehicles or any of the images of documents attached to the application. The operator can also create a manual follow-up from the MVR station. The operator can cancel a policy from the MRV station. Once all of the drivers on the application have MVRS the system will automatically move the application to the "In Basket" of the Underwriter scheduled to handle the application.
The MVR station is tied via leased phone lines to the mainframe in the Department of Motor Vehicles. The retrieval from the state is almost instantaneous. Because of the direct connection the cost for an MVR is the state's cost, not the marked up cost of a third party provider.
At the Underwriting station, the same browse window is available for the underwriter to select the application to process. The Underwriter can then select the application to process. The Underwriter can then select the application image which will sit next to the data entry forms. The Underwriter can then review the application and verify signatures as well as data entry. Next the Underwriter can bring up the MVR for each driver next to the driver form. The Underwriter can then fill in licensing information and their assessment of the points the driver has on their record.
After all of the application information has been reviewed by the Underwriter, the computer system re-rates the policy. If the re-rated premium is within an allowable premium variance set by the user the system accepts the agent's premium figures. If the re-rated premium is not within the limits, then the system will automatically generate an additional premium notice, and notice of cancellation during the policy print process. The Underwriter has the option of overriding the calculations of the computer and accepting the agent's. Also the Underwriter can create follow-ups at the Underwriting station. The Underwriter can cancel the policy at the Underwriting station. After the Underwriting process is complete the computer moves the applicant to policy printing.
The policy printing station shows all the policies ready to print in a browse window. However, the operator does not need to select each policy. The computer automatically selects all the policies ready to print. During the processing the policy numbers are assigned, the invoice for AGENCYMASTER® is created, and the file for company upload is created. The computer organizes all the policies by agent. Then the printing produces a packet for each agent which contains the following forms. Each policy gets a DEC page, proof of insurance cards, notice of additional premium (if required), and cancellation notice (if required). Also the printing produces a packet for each premium finance company which includes additional premium notices and cancellation notices. Finally the printing produces packets for the insured with an additional premium notice and cancellation notice. Also the insured packet produces a certificate of mailing document for the post office.
Endorsements work the same way as applications. The operator selects the policy to endorse. The information is copied from the in force version of the policy. Any changes are made to the information. Then the system passes the endorsements through the same steps outlined above. If no changes in the driver occurs, the system skips the MRV station. The computer automatically computes the earned premium and net against the current premium due. During printing the system generates an amended declarations page.
The system also has an additional cash receipt function. If additional cash is due on an application or endorsement it is entered through this function. The system automatically checks if enough cash has been received to remove the pending cancellation for additional premium. If so, the system generates a reinstatement notice.
The system also has the ability to note claims against a policy. You can also identify the driver involved. The system prints a renewal list to send the agents. The drivers with accidents are identified on that list. There is also a manual cancellation function which allows you to cancel a policy for whatever reason necessary. You can specify the cancellation mail date, cancellation date, and cancellation method (flat, short, pro-rata). The computer will then print the cancellation notice. When the cancellation date occurs the computer will mark the policy as canceled. Also the computer will generate the accounting transactions for the cancellation. The computer will then create the transactions to send to the insurance carrier.
There is a reinstatement function which will allow policies which have been canceled to be returned to active status. The computer system generates all the accounting transactions plus the transactions to send to the insured carrier.
Also the system has several reports to help manage the policywriter system. There are reports to show outstanding follow-ups by workstation and by agent. There are reports to show the work load by workstation. And each time an operator works on an applicant the system keeps track of the time they worked. This time is compared to standards you set by workstation. The system produces performance ratios based on these standards. For tracking the agents performance, the system keeps track of all the errors that occur on each application. These errors are summarized by category. Then a report shows you the number of errors in each category compared to the number of applications submitted. Ratio errors are given for each category.
Finally, the system keeps track of the number of applications for automatic generation of exchange of business billing letters and E & O expiration letters.
Additional custom options can be added for application form printing and control by agent, payroll, other lines of insurance and marketing interface, etc.