• Hidden
  • Hidden
  • Hidden
  • Hidden
  • Hidden
  • Hidden

  • Please fill out other fields.

  • We recommend starting with the Action Needed List View.

    Cases with the Red Triangles typically:

    • Are closed cases that have been reopened.
    • Have a task attached, which you have to view to give you details on what is needed.
    • Have a subject line that does not match the actual action needed.

  • Start the Auto Claims ECRM Onboarding Case & Close the Case.

  • Start the Fire Claims ECRM Onboarding Case & Close the Case.

  • Sort by the Issued / Mailed Column. Remember, these are the same types of tasks as the Issued & Mailed TASK list view, but you get the notification here as an open case instead.

  • Compare premium & send Premium Difference email.

    This is a good thing — the premium issued lower than originally quoted.
    Close the Case.

  • 's Email Templates 1 template
    Issued - Premium Difference Issued

  • Choose the applicable agency's template below:

    's Email Templates 1 template
    Issued - Premium Difference Issued

  • Double check that the DEFECTOR SMP is started

    There should be notes in ECRM indicating the reason why the customer left.
    Your job is to make sure the SMP is started so that we remember to market to them in the future.
    If the Defector SMP is not started, click here to tell your coworker to do it!

  • Mark Complete and move on!

    The only thing to check is if they did the analysis of which car is best to cancel.
    Sometimes, it is better to do a vehicle change to a different vehicle instead of cancellation.
    Ask them if they did the analysis.

  • Your browser does not support the video tag.
  • Compare the premium in Today App, Racing Snail, Front Runner, your office Excel file, etc. This will release the policy for commissions.
  • Your coworker should have put the premium in the Case Subject Line. If it is not there, ask them to do a better job of documenting the premium so it is easier for you to do this comparison.
  • Your browser does not support the video tag.

  • Send "Issued - Premium Difference" Email Template

  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • 's Email Templates 1 template
    Issued - Premium Difference Issued

  • Send "Your Policy is on the way!" Email Template

  • 's Email Templates 2 templates
    Your State Farm Policy is on the way! Issued
    Your State Farm Policy is on the way! - CC Issued
  • 's Email Templates 2 templates
    Your State Farm Policy is on the way! Issued
    Your State Farm Policy is on the way! - CC Issued
  • 's Email Templates 2 templates
    Your State Farm Policy is on the way! Issued
    Your State Farm Policy is on the way! - CC Issued
  • 's Email Templates 2 templates
    Your State Farm Policy is on the way! Issued
    Your State Farm Policy is on the way! - CC Issued

  • Send "BOD - Coverage to Review" Email Template

  • 's Email Templates 1 template
    BOD - Coverage to Review BOD
  • 's Email Templates 1 template
    BOD - Coverage to Review BOD
  • Your browser does not support the video tag.
  • Compare the premium in Today App, Racing Snail, Front Runner, your office Excel file, etc. This will release the policy for commissions.
  • Your coworker should have put the premium in the Case Subject Line. If it is not there, ask them to do a better job of documenting the premium so it is easier for you to do this comparison.
  • Your browser does not support the video tag.

  • Send "Your Policy is on the way!" Email Template

  • 's Email Templates 1 template
    Your State Farm Policy is on the way! Issued
  • 's Email Templates 1 template
    Your State Farm Policy is on the way! Issued

  • Send "Issued - Premium Difference" Email Template

  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • 's Email Templates 1 template
    Issued - Premium Difference Issued
  • Look for BUSD, condo loss assessment, & other coverages that could have been improved.

  • Send "Coverage to Review" Email Template

  • 's Email Templates 1 template
    BOD - Coverage to Review BOD
  • 's Email Templates 1 template
    BOD - Coverage to Review BOD

  • Send "Your Policy is on the way!" Email Template

  • 's Email Templates 1 template
    Your State Farm Policy is on the way! Issued
  • 's Email Templates 1 template
    Your State Farm Policy is on the way! Issued

  • Double check that the address on all household policies is the same.

    If not, submit a change of address.

  • Close the Service Task

    It is already being worked off of the existing Service Task!

  • Send "Forms - Team Member Notification" Email Template

    Use this if you want to "poke" your coworker for not leaving you bread crumbs!
    They will update the BOD Service Task using our process (+10 Days, email/sms, etc.)

  • 's Email Templates 1 template
    Forms - Team Member Notification Forms
  • 's Email Templates 1 template
    Forms - Team Member Notification Forms

  • 1. Send "Forms - 1st Notice" Email Template

  • 's Email Templates 6 templates
    Forms - 1st Notice (SMS=rej1) Forms
    Forms – PIP Selection Forms
    Forms – Regular Monthly Notice Forms
    Forms - Good Student Discount (SMS=gsd) Discount
    Forms - Steer Clear Discount Discount
    Forms - Defensive Driving Discount Discount
  • 's Email Templates 6 templates
    Forms - 1st Notice (SMS=rej1) Forms
    Forms – PIP Selection Forms
    Forms – Regular Monthly Notice Forms
    Forms - Good Student Discount (SMS=gsd) Discount
    Forms - Steer Clear Discount Discount
    Forms - Defensive Driving Discount Discount

  • 2. Send SMS Template: REJ1 = Forms Request 1st Reminder

    Please check your email for forms that require your signature. Please call with questions.

  • 2. Send SMS Template: REJ1 = Forms Request 1st Reminder

    This is from 's office. Please check your email for forms that require your signature. Please call with questions.

  • 3. Set 10 Day Pend to Follow Up on Forms

    Wipe out the bad information and leave good bread crumbs for where you are in the process. Be sure to start with "FORMS: " in the subject line so the filters pick it up on the Forms List View.

  • Close the Service Task

    It is already being worked off of the existing Service Task!

  • Send "Forms - Team Member Notification" Email Template

    Use this if you want to "poke" your coworker for not leaving you bread crumbs!
    They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.)

  • 's Email Templates 1 template
    Forms - Team Member Notification Forms
  • 's Email Templates 1 template
    Forms - Team Member Notification Forms

  • 1. Send the Applicable Email Template

    Sample BOD Service Task Subject:
    FORMS: GSD on Johnny; em/sms 12/25
  • 's Email Templates 3 templates
    Forms - Good Student Discount (SMS=gsd) Discount
    Forms - Steer Clear Discount Discount
    Forms - Defensive Driving Discount Discount
  • 's Email Templates 3 templates
    Forms - Good Student Discount (SMS=gsd) Discount
    Forms - Steer Clear Discount Discount
    Forms - Defensive Driving Discount Discount

  • 2. Send SMS Template

    We email AND text for the 1st 2 attempts.

    GSD — Good Student Discount Discount
    It's that time of year when we need a report card or transcript for the Good Student Discount for XXXXXXX. Please email to XXXXXXX.
    REJ1 — Forms Request 1st Reminder Forms
    Please check your email for forms that require your signature. Please call with questions.

  • 2. Send SMS Template

    We email AND text for the 1st 2 attempts.

    GSD — Good Student Discount Discount
    This is from 's office. It's that time of year when we need a report card or transcript for the Good Student Discount for XXXXXXX. Please email to XXXXXXX.
    REJ1 — Forms Request 1st Reminder Forms
    This is from 's office. Please check your email for forms that require your signature. Please call with questions.

  • 3. Set 10 Day Pend to Follow Up on Forms

    Wipe out the bad information and leave good bread crumbs for where you are in the process. Be sure to start with "FORMS" in the subject line so the filters pick it up on the Forms List View.

  • 1. Send "Forms - 2nd Notice" Email Template

  • 's Email Templates 1 template
    Forms - 2nd Notice (SMS=rej2) Forms
  • 's Email Templates 1 template
    Forms - 2nd Notice (SMS=rej2) Forms

  • 2. Send SMS Template: REJ2 = Forms Request 2nd Reminder

    REMINDER - Please check your email for forms that require your signature. Please call with questions.

  • 2. Send SMS Template: REJ2 = Forms Request 2nd Reminder

    This is from 's office. REMINDER - Please check your email for forms that require your signature. Please call with questions.

  • 3. Set another 10 Day Pend to Follow Up on the Forms

    Simply add the date you sent email 2 and text 2 to the subject line and move the due date out another 10 days.

  • 1. Call customer to ask them to send in the forms!

    Most likely, you will have to leave a voicemail.

  • 2. Send "Forms - 3rd Notice" Email Template

  • 's Email Templates 1 template
    Forms - 3rd Notice (SMS=rej3) Final
  • 's Email Templates 1 template
    Forms - 3rd Notice (SMS=rej3) Final

  • 3. Send SMS Template: REJ3 = Forms Request 3rd Reminder

    FINAL REMINDER – we need your signature form(s) to confirm your auto insurance coverage. Please call with questions.

  • 3. Send SMS Template: REJ3 = Forms Request 3rd Reminder

    This is from 's office. FINAL REMINDER – we need your signature form(s) to confirm your auto insurance coverage. Please call with questions.

  • 4. Update the subject line with what you did & close the task.

    This ends the chase for the forms. You will want to have clear notes on all of your attempts in case you have to defend your office practices later on.

  • The customer electronically signed the forms!

    Open the esignature dashboard, save all signed forms to customer folder, attach to policies.

    Some states are testing out esignatures through NECHO, and the forms are automatically sent to corporate. If you are in one of these states, you can close the task and move on.
  • Your browser does not support the video tag.

  • Follow your office DSS Process. In my office, we close these out because corporate is sending them notices.

  • Corporate Automatically Emails Customers

    We are no longer sending emails for DSS from Outlook because corporate is automatically emailing/texting customers. Be sure that their preferences are set up correctly in ECRM.

    If you are going to follow up with DSS cases and tasks, use the text scripts below, and consider asking the customer to opt into Insurance Policy and Service updates.
  • Drive Safe & Save Setup Text Scripts 5 scripts
    Beacon Has Shipped Enrollment
    Your Drive Safe & Save beacon has shipped! If you haven't already, you can download the Drive Safe and Save app at https://st8.fm/DriveSafeSave. To track this package, visit https://tools.usps.com/go/TrackConfirmAction_input and copy and search tracking number XXXXXXXXXXXXXXX.
    Setup 1st Reminder Setup
    To keep your Drive Safe & Save discount, please complete setup in the app. https://st8.fm/DriveSafeSave. Helpful video https://youtu.be/iA9LQTuOPXM
    Setup 2nd Reminder Setup
    Don't lose your Drive Safe & Save discount! Please complete setup in the app. https://st8.fm/DriveSafeSave. Helpful video https://youtu.be/iA9LQTuOPXM
    Setup 3rd Reminder Final
    Final Reminder before you lose your Drive Safe & Save discount! Please complete setup in the app. https://st8.fm/DriveSafeSave. Helpful video https://youtu.be/iA9LQTuOPXM
    Setup Not Complete — Lost Discount Lost Discount
    You've lost the initial Drive Safe & Save discount, but you are still eligible. Please reply to let us know if you want to re-enroll, but you'll need to download the app and pair the beacon to get the discount. https://st8.fm/DriveSafeSave
  • Drive Safe & Save Setup Text Scripts 5 scripts
    Beacon Has Shipped Enrollment
    This is from 's office. Your Drive Safe & Save beacon has shipped! If you haven't already, you can download the Drive Safe and Save app at https://st8.fm/DriveSafeSave. To track this package, visit https://tools.usps.com/go/TrackConfirmAction_input and copy and search tracking number XXXXXXXXXXXXXXX.
    Setup 1st Reminder Setup
    This is from 's office. To keep your Drive Safe & Save discount, please complete setup in the app. https://st8.fm/DriveSafeSave. Helpful video https://youtu.be/iA9LQTuOPXM
    Setup 2nd Reminder Setup
    This is from 's office. Don't lose your Drive Safe & Save discount! Please complete setup in the app. https://st8.fm/DriveSafeSave. Helpful video https://youtu.be/iA9LQTuOPXM
    Setup 3rd Reminder Final
    This is from 's office. Final Reminder before you lose your Drive Safe & Save discount! Please complete setup in the app. https://st8.fm/DriveSafeSave. Helpful video https://youtu.be/iA9LQTuOPXM
    Setup Not Complete — Lost Discount Lost Discount
    This is from 's office. You've lost the initial Drive Safe & Save discount, but you are still eligible. Please reply to let us know if you want to re-enroll, but you'll need to download the app and pair the beacon to get the discount. https://st8.fm/DriveSafeSave
  • Odometer Text Scripts 3 scripts
    Odometer 1st Notice Odometer
    Please submit your odometer reading in the Mobile app at https://st8.fm/DriveSafeSave so we can calculate your discount. If you've recently reported your odometer reading, please disregard this message. If it is not received, your premium can increase. If you need help, please call (800) 782-8332.
    Odometer 2nd Notice Odometer
    REMINDER: Please submit your odometer reading in the Mobile app at https://st8.fm/DriveSafeSave so we can calculate your discount. If you've recently reported your odometer reading, please disregard this message. If it is not received, your premium can increase. If you need help, please call (800) 782-8332.
    Odometer Next Renewal Odometer
    Please submit your odometer reading in the Drive Safe & Save app at https://st8.fm/DriveSafeSave so we can calculate your discount for your next renewal. If you've recently reported your odometer reading, please disregard this message. If you need help, please call (800) 782-8332.
  • Odometer Text Scripts 3 scripts
    Odometer 1st Notice Odometer
    Hi XXXXXXX, this is from 's office. Please submit your odometer reading in the Mobile app at https://st8.fm/DriveSafeSave so we can calculate your discount. If you've recently reported your odometer reading, please disregard this message. If it is not received, your premium can increase. If you need help, please call (800) 782-8332.
    Odometer 2nd Notice Odometer
    Hi XXXXXXX, this is from 's office. REMINDER: Please submit your odometer reading in the Mobile app at https://st8.fm/DriveSafeSave so we can calculate your discount. If you've recently reported your odometer reading, please disregard this message. If it is not received, your premium can increase. If you need help, please call (800) 782-8332.
    Odometer Next Renewal Odometer
    Hi XXXXXXX, this is from 's office. Please submit your odometer reading in the Drive Safe & Save app at https://st8.fm/DriveSafeSave so we can calculate your discount for your next renewal. If you've recently reported your odometer reading, please disregard this message. If you need help, please call (800) 782-8332.
  • Troubleshooting Text Scripts 1 script
    App Not Transmitting Action Needed
    It looks like your Drive Safe & Save App needs to be updated to transmit data to our corporate office. Please download the app, log in, and update permissions. If you need help, please call (800) 782-8332. https://st8.fm/DriveSafeSave
  • Troubleshooting Text Scripts 1 script
    App Not Transmitting Action Needed
    This is from 's office. It looks like your Drive Safe & Save App needs to be updated to transmit data to our corporate office. Please download the app, log in, and update permissions. If you need help, please call (800) 782-8332. https://st8.fm/DriveSafeSave

  • Read the comments and notes; take the appropriate action and close the case.