Dear Valued Insured:
We have always been
committed to providing you with “legendary customer service.” Every hour of every work day and sometimes
more, all of our employees at Pavese-McCormick are excited about having an
opportunity to service your account and want you to feel glad about your choice
in allowing us to take care of all your insurance needs.
We
are now pleased to offer you our online policy services 24 hours a day 7 days a week 365
days a year.
Imagine
the convenience you will experience if you have the option of requesting a
change to your policy, adding or deleting a vehicle or even yet, issue
Certificates of Insurance without playing phone
tag with your Customer Service Representative (CSR). You can be at home at
Please find attached our
handy reference guide for our “On-Line Customer Service.” We hope you’ll find this a valuable option
and use it as a tool to improve your quality of life to process insurance
transactions on your timeframe and not ours!
Sincerely,
Ray, Mike and our entire
service staff.
Pavese-McCormick’s
On-Line Customer Service
According to a study
conducted by the research firm Cyber Dialog:
67% of insured
would like to check on what’s covered by their policy online
56% of insured
would like to check on the status of their claim online
47% of insured
would like to look up data on other plans online
40% of insured
would like to file a claim online
Services
are simple enough for even the basic computer user to navigate with ease. When
you want to review your current policy(s), simply go to our website @ www.pavesemccormick.com
and click on box below
and
log in. You will then be able to do all
of the following:
·
Basic Policy Information
·
Coverage Information
·
Coverage/Endorsement Requests
·
Driver Changes
·
Vehicle Changes
·
Mortgage/Additional Interest Changes
·
General Customer Information
·
Filing A Claim
·
Certificates of Insurance Request
·
Auto ID Card Request
View –
Basic Policy Information
View Policy Detail (coverages, limits, and premiums)
·
Property
·
Driver
·
Auto
·
Mortgage Holder
·
Loss Payee
Add/Delete Driver
Add/Delete Vehicle
Add/Delete Mortgages/Additional Interest
Request an Auto I.D. Card
Basic Policy Information
Policy Detail
View/Print Existing Certificates
Add New Holder to an existing Certificate
& print it.
Request New Certificate
Certificates will be issued within 24
Hours upon receiving request
File a Claim – First notice of loss
You will be able to view your policy information,
then fill out some preliminary questions based on the line of business that
will act as first notice of loss. Your CSR will be notified in a suspense item
to take appropriate action.
II. Disclaimers
Customer will be notified through several methods that they are making a request and that coverage is not issued or bound until they hear back from the agency.
Disclaimer Agreement – At the beginning of each
session, you will be prompted to agree or disagree with these terms of use.
Pop-Up Boxes- Inform the customer after
they have submitted the request that it is going back to the CSR for
processing.
Proactive
Email- (Future Enhancement)
You will receive a series of two emails, one, assuring them that the agency has received the request and two, a follow up indicating the action taken by the agency toward the request (to bind or not to bind).
III. Functionality and Customer Flow
This section will outline the basic process a customer would walk through to request a password, login, and conduct any services they select.
This is how you will request access to our on-line system to begin using all of the available features. For security reasons, Pavese-McCormick requires manual intervention to protect our customer’s sensitive information.
Process:
1. When you enter for the first
time, you will fill out a simple form called “Request Login”. The following
information is requested:
·
Name
·
Address
·
Home phone
·
Work phone
·
Email address
·
Requested username
·
Requested password
Our system will run a query against our client database to be sure that the username is available. If the username is available, this form will be stored on the agency’s system for later reference. The CSR assigned to your account will receive a suspense item entry at their desk that notifies them to log-in and administer your account.
Login Screen
The
login screen is for customers who have accounts created with the agency to gain
access to their personal account information. The customer has a unique
username and password they enter into the login page
Process:
1. Customer enters unique username and password
into the login screen.
2. We run a query that confirms
the username and password.
3. If successful match, user is directed to “welcome/navigation” page of your account.
4. If unsuccessful, user is
notified with an error message and offered an opportunity to re-enter their
username and password, or request username and password.
An additional function is the ability of the customer to request their lost password.
This
function only works with accounts that have been setup in the system.
·
The customer fills out a form with their email address.
·
The email address is compared against our database for a match.
·
If no password is found, then a response appears stating that they can
request login (with a link to the request login form) or they can contact the
agency directly.
·
If a match is found in the system, the customer receives an instant
email to the specified email address with the username and password embedded
into the message. User can then re-enter the login screen with the correct
username and password.
Welcome
/ Navigation Screen
This is the first page that you will see after logging in. It is a starting point where you can gain access quickly and easily to all of the functions built into the system.
This section allows the customer to change basic account information. These include:
·
Address 1
·
Address 2
·
City
·
State
·
Zip
·
Res Area Code
·
Res Phone
·
Bus Area Code
·
Bus Phone
·
Bus Ext
·
Fax Area Code
·
Fax Number
·
Fax Ext
·
Occupation DOB
·
Bill Name
·
Bill Address 1
·
Bill Address 2
·
·
·
Bill Zip
·
Email
Process:
1. Customer chooses “Edit Account
Information” button.
2.
A form appears with the current information within each form field. The
customer user types over that information with any modifications.
3.
Customer clicks the submit button.
4.
A suspense item is generated for the CSR requesting that the change be
made. Any action,
needed on the part of the agency, can be taken at that point.
This section is where the customer can perform basic claims services.
This section allows the customer to issue a first notice loss to the agency.
Process:
1. Customer selects their policy from their
active list.
2.
Customer then fills out basic claims information required by us to begin
the notification process. Customer clicks “send” and receives a confirmation
screen when successful that reminds them to check back periodically.
3. We enter the information directly into our database and a suspense item is displayed for the CSR to take appropriate action.
This is where a customer can update partial policy information based upon Line of Business. Each change made on-line results in a request for change and is NOT binding until manual intervention from the CSR. It is not added directly into our system as a change until further interaction by the CSR.
Processes:
1. When a customer selects property change the page will display the list of the current property(s)/location(s) covered. They can select from the list of current property(s) policies.
2. The customer has the option of adding new property and/or deleting the current property(s).
3. All modification requests are then stored on the system and do not update at that time.
4. A suspense item is created in our system for the CSR to administer. The CSR then binds coverage changes and updates the system with the changed information.
5. An automatic response is sent to the customer notifying them of approval of the coverage change.
Vehicle Change
1. When a customer selects vehicle change, the page will display the list of current automobile(s) covered.
2. The customer has the option of adding new automobiles and/or deleting covered automobiles.
3. All modification requests are then stored on the system and do not update at that time.
4. A suspense item is created for the CSR to administer. The CSR then binds coverage changes and updates the system with the changed information.
5. An automatic response is sent to the customer notifying them of approval of the coverage change.
Driver Change
1. When a customer selects driver change the page will display the list of current
driver(s) covered.
2. The customer has the option of adding new drivers and/or deleting covered drivers.
3. All modification requests are then stored on the system and do not update at that time.
4. A suspense item is created for the CSR to administer. The CSR then binds coverage changes and updates the system with the changed information.
5. An automatic response is sent to the customer notifying them of approval of the coverage change.
Coverage Change
1. When a customer selects Policy Detail the page will display the insured’s current coverages.
2. The customer has the option of requesting changes to their coverages, limits, etc.
3. All modification requests are then stored on the system and do not update at that time.
4. A suspense item is created for the CSR to administer. The CSR then binds coverage changes and updates the system with the changed information.
5. An automatic response is sent to the customer notifying them of approval of the coverage change.
VI. Certificates
Certificates of Insurance
Certificates can be generated on-line through the application for business lines.
Process:
1. The system displays a list of active policies for the user to select from.
2. The customer selects specific policy and general policy information is displayed. Customer can choose from existing certificate holder or create a new one.
3. If the customer chooses existing certificate holder, then the certificate is generated and displayed in a printable format for the customer.
4. If the customer chooses to create a new certificate holder, then they fill in the required information, including
· Business Name
· Business Contact
· Address
· Fax
5. The certificate is then generated and displayed in a printable format for the customer. The insured can then chose to print, email, or fax the certificate.
Request New Certificate
1. Customer chooses to request new certificate and fills out the information form and submits the request to the agency for processing. The new certificate is then generated by the agency and the customer is informed that he may now obtain the certificate online.
Login & Forgotten Password
Management
Login Requests- This tool is located on the login page, it will provide new customer’s a way to receive their username and passwords electronically, by phone or by mail, it’s their choice.
Forgotten Password- This tool is also located on the login page and will be used by a customer that has already been assigned their username and password to receive an automatic email if they’ve forgotten it.
An administrator will be chosen by the agency to receive and manage customer requests for login assignment and forgotten password functions.
Q:
How does this service communicate with my CSR?
A: Anytime you submit a request for action, the system will notify your CSR by posting a suspense to that CSR. Then your CSR would process the request the same way that they would a voice mail or fax request.
Q:
Does the system itself complete the policy changes?
A: No, it doesn’t automatically make any changes, it simply submits a request for change to the CSR handling your account.
Q:
Will the system notify me when the requested action is completed?
A.
No, That will be one of our future enhancements .
Q:
What lines of business does the system support?
A:
In our current release we will display information on the following lines of
business:
·
General Liability
·
Personal Auto
·
Commercial Auto
·
Personal Property
·
Commercial Umbrella
·
Workers Compensation
If you have any questions about our new Online Customer Service database, please contact us at: 732-247-9800 or via email at: Info@pavesemccormick.com