Equinox User Roles: Difference between revisions

Latest revision as of 15:20, 16 January 2025

The Equinox platform is designed to support three primary user roles: Agents, Underwriters, and Claims Examiners. Each role has distinct responsibilities and tools tailored to their workflows, ensuring efficient and seamless policy management.

Agents

Agents are the primary resource for policyholders, responsible for managing policies and providing support throughout the policy lifecycle. Policyholders will access data from Equinox through the Consumer Portal.

Important Functions

Policy Issuance: Auto-issue most policies that do not require documentation. Documents must be reviewed by underwriters.
Policy Maintenance: Process changes, cancellation requests, and renewals.
Consumer Portal Familiarity: Guide policyholders on using the Consumer Portal for payments, claims, and policy updates.
Claims Assistance: Initiate claims or assist policyholders with the claims process.

Tools and Workspaces

Agent Workspace: Six queues for managing tasks, including applications, changes, and renewals.
Search Bar: Locate policies, claims, or documents efficiently.

Underwriters

Underwriters handle complex policy tasks that require detailed review and familiarity with NFIP rules.

Important Functions

Policy Reviews: Assess and issue policy changes and cancellations.
Claims Referrals: Review claims flagged for underwriting due to inconsistencies.
Document Review: Verify and validate documents required for NFIP compliance.

Tools and Workspaces

Underwriter Workspace: Fifteen specialized queues for task management.
Productivity Dashboard: Monitor workload and performance metrics.

Claims Examiners

Claims Examiners focus on resolving claims-related tasks and collaborating with underwriters and agents for accuracy and efficiency.

Important Functions

Claim Processing: Review and resolve claims efficiently.
Underwriting Collaboration: Address policy discrepancies identified during claims.

Tools and Workspaces

Claims-specific tools and workflows (details to be developed).

Collaboration Between Roles

	Policyholders	Agents
Agents	Serve as the main point of contact, facilitating actions through the Consumer Portal.
Underwriters	Answer questions about policies, direct all other requests back to agent	Work together to process complex policy changes and ensure smooth renewals.
Claims Examiners	Answer questions about ongoing claims, direct all other requests back to agent	Collaborate on flagged claims to resolve discrepancies and maintain policy integrity.

@@ Line 1: / Line 1: @@
-The [[Equinox]] platform is designed to support three primary user roles: Agents, Underwriters, and Claims Examiners. Each role has distinct responsibilities and tools tailored to their workflows, ensuring efficient and seamless policy management.
+The [[Equinox]] platform is designed to support three primary user roles: '''Agents''', '''Underwriters''', and '''Claims Examiners'''. Each role has distinct responsibilities and tools tailored to their workflows, ensuring efficient and seamless policy management.
 == Agents ==
@@ Line 6: / Line 6: @@
 === Important Functions ===
-* '''Policy Issuance''': Utilize the Green Path for auto-issuance and submit applications for Yellow Path review when necessary.
+* '''Policy Issuance''': Auto-issue most policies that do not require documentation. Documents must be reviewed by underwriters.
-* '''Policy Maintenance''': Process changes, endorsements, and renewals.
+* '''Policy Maintenance''': Process changes, cancellation requests, and renewals.
 * '''Consumer Portal Familiarity''': Guide policyholders on using the Consumer Portal for payments, claims, and policy updates.
 * '''Claims Assistance''': Initiate claims or assist policyholders with the claims process.
-=== Tools and Workspaces: ===
+=== Tools and Workspaces ===
 * '''Agent Workspace''': Six queues for managing tasks, including applications, changes, and renewals.
 * '''Search Bar''': Locate policies, claims, or documents efficiently.
-==== 2. Underwriters ====
+== Underwriters ==
-Underwriters handle complex policy tasks that require detailed review, ensuring compliance and accuracy in policy management.
+Underwriters handle complex policy tasks that require detailed review and familiarity with NFIP rules.
-===== Key Responsibilities: =====
+=== Important Functions ===
-* '''Yellow Path Reviews''': Assess and approve policy changes, endorsements, and cancellations.
+* '''Policy Reviews''': Assess and issue policy changes and cancellations.
 * '''Claims Referrals''': Review claims flagged for underwriting due to inconsistencies.
-* '''Provisional Rates''': Address policies issued with temporary rates due to system downtime.
+* '''Document Review''': Verify and validate documents required for NFIP compliance.
-===== Tools and Workspaces: =====
+=== Tools and Workspaces ===
 * '''Underwriter Workspace''': Fifteen specialized queues for task management.
 * '''Productivity Dashboard''': Monitor workload and performance metrics.
-==== 3. Claims Examiners (Future Content) ====
+== Claims Examiners ==
 Claims Examiners focus on resolving claims-related tasks and collaborating with underwriters and agents for accuracy and efficiency.
-===== Key Responsibilities: =====
+=== Important Functions ===
 * '''Claim Processing''': Review and resolve claims efficiently.
 * '''Underwriting Collaboration''': Address policy discrepancies identified during claims.
-===== Tools and Workspaces: =====
+=== Tools and Workspaces ===
 * Claims-specific tools and workflows (details to be developed).
-==== Collaboration Between Roles ====
+== Collaboration Between Roles ==
-* '''Agents and Underwriters''': Work together to process complex policy changes and ensure smooth renewals.
+{| class="wikitable"
-* '''Underwriters and Claims Examiners''': Collaborate on flagged claims to resolve discrepancies and maintain policy integrity.
+! !! Policyholders !! Agents
-* '''Agents and Policyholders''': Serve as the main point of contact, facilitating actions through the Consumer Portal.
+|-
+! Agents
+| Serve as the main point of contact, facilitating actions through the Consumer Portal. ||
+|-
+! Underwriters
+| Answer questions about policies, direct all other requests back to agent || Work together to process complex policy changes and ensure smooth renewals.
+|-
+! Claims Examiners
+| Answer questions about ongoing claims, direct all other requests back to agent || Collaborate on flagged claims to resolve discrepancies and maintain policy integrity.
+|}
 [[Category:Equinox]]