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  • Claims SMP


  • Email us if you need to delete an SMP.


  • Set Your Custom Follow Up Schedule

  • Text Reminders

  • Call Reminders

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  • ECRM Setup Instructions

  • Remember, only agents can set these up in ECRM, so you need to do a screenshare with them and have control of their system. You can paste the steps below into the chat to then copy/paste into the Onboarding Cases. This is a one-time 15-30 minute project, so plan accordingly.

    SMP Process Training
    Zoom Recording

    The rows below in Pink are optional calls. If you do not make calls for your agent, do not include these rows when setting up the Onboarding Cases!
  • Task Step # of Days Task Description
    🔵 New Auto Claim 📞📧💬 0 1) Call the customer to set expectations if the claim was not filed through the office.
    2) Email their claim info
    3) Text their claim info
    4) Schedule U162 survey for 2 months out

    's Email
    https://atpstw.s3.amazonaws.com///Claims%20-%20Auto%20%5BATP%5D.oft

    Text Script
    State Farm: Your auto claim number is XXXXXX. The phone number to your claims team is (xxx) xxx-xxxx. Download the claims contact card at http://st8.fm/AutoCC
    🔵 Auto Claim Check in 📞 3 Call the customer to check in on their claim. Make sure they've heard from claims and things are moving forward. If necessary, conference in with claims.

    Text Script if you get Voicemails:
    Hi XXXXX - this is with State Farm. I just left you a voicemail to check in to make sure everything was going smoothly with your auto claim. Please let me know if I can help.
    🔵 Auto Claim Check In 💬 7 Check in Text Script:
    State Farm: How is your claim going? If you need assistance, please let us know or call the claims team at (xxx) xxx-xxxx. Save the claims team info to your phone: http://st8.fm/AutoCC
    🔵 Auto Claim Check in 📞 14 Call the customer to check in on their claim. Make sure they've heard from claims and things are moving forward. If necessary, conference in with claims.

    Text Script if you get Voicemail:
    Hi XXXXX - this is with State Farm. I just left you a voicemail to check in to make sure everything was going smoothly with your auto claim. Please let me know if I can help.
    🔵 Auto Claim Check in 📞 28 Call the customer to check in on their claim. Make sure they've heard from claims and things are moving forward. If necessary, conference in with claims.

    Text Script if you get Voicemails:
    Hi XXXXX - this is with State Farm. I just left you a voicemail to check in to make sure everything was going smoothly with your auto claim. Please let me know if I can help.
    🔵 Auto Claim Check In 💬 30 Check in Text Script:
    State Farm: We hope all is going well with your claim. This is our final check in, so if you need assistance, please let us know or call the claims team at (xxx) xxx-xxxx. Save the claims team info to your phone: http://st8.fm/AutoCC
  • Task Step # of Days Task Description
    🔵 New Fire Claim 📞📧💬 0 1) Call the customer to set expectations if the claim was not filed through the office.
    2) Email their claim info
    3) Text their claim info
    4) Schedule U162 survey for 2 months out

    's Email
    https://atpstw.s3.amazonaws.com///Claims%20-%20Fire%20%5BATP%5D.oft

    Text Script
    State Farm: Your claim number is XXXXXX. The phone number to your claims team is (xxx) xxx-xxxx. Download the claims contact card at http://st8.fm/PropertyCC
    🔵 Fire Claim Check In 📞 3 Call the customer to check in on their claim. Make sure they've heard from claims and things are moving forward. If necessary, conference in with claims.

    Text Script if you get Voicemails:
    Hi XXXXX - this is with State Farm. I just left you a voicemail to check in to make sure everything was going smoothly with your auto claim. Please let me know if I can help.
    🔵 Fire Claim Check In 💬 7 Check in Text Script:
    State Farm: How is your claim going? If you need assistance, please let us know or call the claims team at (xxx) xxx-xxxx. Save the claims team info to your phone: http://st8.fm/PropertyCC
    🔵 Fire Claim Check in 📞 14 Call the customer to check in on their claim. Make sure they've heard from claims and things are moving forward. If necessary, conference in with claims.

    Text Script if you get Voicemail:
    Hi XXXXX - this is with State Farm. I just left you a voicemail to check in to make sure everything was going smoothly with your claim. Please let me know if I can help.
    🔵 Fire Claim Check in 📞 28 Call the customer to check in on their claim. Make sure they've heard from claims and things are moving forward. If necessary, conference in with claims.

    Text Script if you get Voicemails:
    Hi XXXXX - this is with State Farm. I just left you a voicemail to check in to make sure everything was going smoothly with your claim. Please let me know if I can help.
    🔵 Fire Claim Check In 💬 35 Check in Text Script:
    State Farm: We hope all is going well with your claim. This is our final check in, so if you need assistance, please let us know or call the claims team at (xxx) xxx-xxxx. Save the claims team info to your phone: http://st8.fm/PropertyCC
  • Task Step # of Days Task Description
    🟢 New Customer - ECRM Cleanup 0 This step is optional and is intended for the Salesperson to complete
    Update ECRM
    Preferred Names
    Online Enablement
    Remove Duplicate Phone Numbers
    Update Marketing / Text Preferences
    DSS: Did customer sign up for DSS? If so, they MUST be enabled for texts in the ""Insurance Policy and Service Updates"" section of their preferences.
    Update Account Notes / Alerts (especially Source with Salespersons Initials)
    🟢 New Customer - 🚘 no 🔥; XXXXXXX or 🔥 no 🚘; XXXXXXX 0 This step is optional and is intended for the Salesperson to complete
    Delete this task if they have both Auto and Fire.
    Otherwise, reassign to the salesperson to update this task Subject line and due date.
    🟢 New Customer - Sales Reminders 0 This step is optional and is intended for the Salesperson to complete
    Add to Sales Log
    SFPP / SF Billing - ensure the 1st Named insured is the main point of contact
    Opportunity updated to Closed/Won
    Close Tasks Associated with Opportunity
    Save Docs and Welcome Email to Customer Folder
    Cancel Prior Insurance
    If Homeowner, contact mortgage company for easy escrow transition.
    If you sold PLUP / PAP, automatically close the system generated tasks
    🟢 FORMS: XXXXXXXXXXXXXXXXXXXX; em/sms/esig/usps xx/xx 0 This step is going to save the ATP person a ton of time!
    Update this task with the status of the required forms.
    🟢 New Customer Day 1: Send email U650 1 Go to Messages > Send Mail/Email & View History > Send Email > Search for U650 > Send Now.
    *Item may be temporarily unavailable
    🟢 New Customer Day 5: Send Welcome 💬 & PL91 5 Send PL91
    Go to Messages > Send Mail/Email & View History > Send Mail > Search for PL91 > Send Now.

    Welcome Postcard and Welcome Texts.
    Text Script 1 of 3
    State Farm: Welcome to our Agency! Please save this contact card to your phone to easily reach our office.

    Text Script 2 of 3
    [Attach your Digital Card]

    Text Script 3 of 3
    Access your policies & ID cards through the State Farm Mobile App: https://www.statefarm.com/customer-care/download-mobile-apps/state-farm-mobile-app
    🟢 New Customer Day 30: Welcome 📞 30 It's been 30 days since you wrote this new household. This is a good time to check in with them on billing, forms, ID Cards, Digital Business Card, Mobile App, and to tie up any loose ends.

    It is also a good time to invite them in to meet with the agent or someone in the agency if the initial sale was done over the phone.

    Text Script:
    STATE FARM: Hi XXXXXXXXXXX - we are reaching out to schedule your welcome call with our agency. Do you have XX at XX or YY at YY available?

    Remember the hierarchy of appointments and go for the in-person option when calling or texting!
    1. In Person at your SF office
    2. In Person at their home/office/coffee shop
    3. Good Neighbor Connect
    4. Phone
    🟢 New Customer Day 45: Welcome 📧 from 45 This step is optional and is intended for offices using SPEED Training
    Send the Day 45 Email to Check in from Agent
    's Email
    https://atpstw.s3.amazonaws.com///New%20Customer%20-%2045%20Day%20Email%20%5BSMP%5D.oft
    🟢 New Customer Day 62: PAP 📧 62 Send the PAP Email if they do not have one.
    's Email
    https://atpstw.s3.amazonaws.com///PAP%20Email%20%5BSMP%5D.oft
    🟢 New Customer Day 120: Paperless or send 💬 120 Make sure customer is paperless. If not send this text:
    State Farm: We are reaching out to see if you would like to be updated to paperless billing & renewals. You'll access ID Cards and insurance docs online and through the app. Reply 1 to opt in or 2 to continue with mailed documents.
    🟢 New Customer Day 165: Renewal ID Cards 📧 165 Send Renewal ID Cards.Customize this message before saving!

    XXXXXXXXX,

    Thank you for your business! Our corporate office has mailed you a set of ID cards for your next renewal, and I’ve attached a PDF to this email for your records. A lot of times, our clients may not have downloaded the State Farm Mobile app to access the ID cards on their phone, so we wanted to be proactive to make sure you have what you need.

    There are a few key coverages that we recommend everybody carries on their insurance; if you do not see these items on your ID card, please let me know if you are interested.
    DWG: This means we cover windshield chip repairs and replacements at no charge to you. (averages $5-8/mo)
    R1: This means we provide you a rental car during a covered loss. (averages $2-4/mo)
    ERS: This means we provide Emergency Roadside Service for tows, flat tires, and dead batteries. (averages $2-3/mo)

    More Good News! You are already enabled to review your accounts online at www.statefarm.com, and you can access your ID cards on the website or through the State Farm Mobile App. If you forget your user name or your password, you can reach our website support at (888) 559-1922 option 0, option 1.

    State Farm Mobile App (link works for both Apple & Android):https://www.statefarm.com/customer-care/download-mobile-apps/state-farm-mobile-app

    If you have any questions, or if you need assistance, please call or text our office at (xxx) xxx-xxxx.

    Thank You,
    🟢 New Customer Day 200: Google Review 📧 200 Send the Google Review Email
    's Email
    https://atpstw.s3.amazonaws.com///Google%20Review%20Request.oft
    🟢 New Customer Day 240: PLUP 📧 240 Send the PLUP Email if they do not have one
    's Email With Rates
    https://atpstw.s3.amazonaws.com///PLUP%20Email%20-%20With%20Rates.oft

    's Email Without Rates
    https://atpstw.s3.amazonaws.com///PLUP%20Email%20-%20No%20Rates.oft
    🟢 New Customer Day 315: Home Inventory 📧 315 Send the Home Inventory Email
    's Email
    https://atpstw.s3.amazonaws.com///Home%20Inventory%20-%20Disaster%20Planning%20%5BSMP%5D.oft
    🟢 New Customer Day 350: Renewal Thank You 📧 350 Send the 1 Year Renewal Thank You
    's Email
    https://atpstw.s3.amazonaws.com///Renewal%20-%20Thank%20You%20%5BSMP%5D.oft
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