Talk:Consumer Portal

Consumer Portal Guides

Use the Quick Reference Guides shown below to walk policyholders through Consumer Portal functions.

These pages were moved to the Project:Page Queue until they are finished.

Guide	Description
Request Policy Changes	Allows updates to coverage, deductibles, mortgage information, or insured details. Non-monetary changes are auto-issued; monetary changes are sent for underwriter review.
Make Renewal Payment	View outstanding balances, upcoming bills, and payment options, including NFIP Option B. Will include payment plan options.
Request Cancellation	Policyholders can select valid cancellation reasons, attach required documents, and update mailing information for refunds.
Report First Notice of Loss	Users can report claims and communicate with examiners or adjusters via a message center, includes document sharing and status updates (e.g., pending assignment or proof of loss).
Create Elevation Certificate	Generate the FEMA Elevation Certificate with directions to complete section H.
Upload Document	Show policyholders how to download and upload documents.

Additional Description

1. Policy Overview:
   • Displays policy numbers (current, pending, expired).
   • Shows details like property address, premiums, discounts, and coverages (dwelling, personal property, etc.).
2. Document Management:
   • Policyholders can download and upload documents directly from the portal.
3. Payments:
   • Users can view outstanding balances, upcoming bills, and payment options.
   • Plans for enhancements include adding property descriptions and expanding payment plan options.
4. Claim Management:
   • Users can report claims and communicate with examiners or adjusters via a message center.
   • Includes document sharing and status updates (e.g., pending assignment or proof of loss).
5. Change Requests:
   • Allows updates to coverage, deductibles, mortgage information, or insured details.
   • Non-monetary changes are auto-issued; monetary changes are sent for underwriter review.
6. Cancellation Requests:
   • Policyholders can select valid cancellation reasons, attach required documents, and update mailing information for refunds.
   • All cancellations require underwriter review, with enhancements planned for automating agent signature collection.

Planned Enhancements

• Electronic Mail: Users can opt-in for electronic communications to reduce physical mail costs.
• Auto-Pay Integration: Potential for adding automatic payment options.
• Agent Notifications: Automated emails for missing signatures or additional required actions.

General Observations

• Upcoming features will further streamline processes and improve user experience.

Key Takeaway

The Consumer Portal is positioned as a user-friendly and efficient tool for policyholders, providing significant advantages over competitors. Enhancements will focus on automation, accessibility, and reducing manual intervention.