User:WikiAdmin/sandbox

As we discuss different screens, user stories, platforms, and communication pieces let's think about this list. How can we incorporate or communicate to the user so they don't have to call in or chat the underwriting or agency services teams for the information.

What features do we need to put into place for the users to be able to self-serve.  Some of this we can't help, people in general just don't pay attention or they would rather call. I made some notes below in blue and we will continue to work on this project.  We will have a resources tab but that doesn't always work so just think about it... shoot me any thoughts or suggestions as we ponder on the topic. No rush.

Can I get my dec page? Can you issue the policy? (service)

Can you fix this <system element> error? (service)

Where do I get my commissions statement? (information)

Where is the policy jacket/form? (information)

What else is needed to get this policy cancelled? (problem solving) - Enhancing the pending documentation feature to email the agents what exactly is needed on a pending request should help

Can you help me with an application? (service)

Where is the payment that was sent <number> days/weeks ago? (information) - Make sure our letters have 7-14 business days, make sure refund letters have the mailing address

Can you help me get logged into the system? (service)

Can you help my policyholder get logged into the consumer portal? (service)

Can you fix the policy effective date? The loan closing date changed. (service) - Maybe instead of Policy Actions, we change to Request a Change

Can you fix the property address? I entered the wrong one. (service)

Why was the effective date changed? (information/problem solving)

Why are you asking for more premium? (information) - better letters to explain the entire situation as to why the premium changed (thinking claim reformation as example)

Where did this refund check come from? (information) - this might be because the letter doesn't get mailed with the check.

Can you check my application to make sure it’s all correct? (service/assurance)

I need to make a payment. (service)

I need to update the mortgagee. (service)

What’s your email address? (information) - this should be listed on the agency dashboard? At least tell them how to access the message center within the policy in question?

What’s your overnight address? (information) - this should be listed on the agency dashboard?

What’s this letter all about, I need you to make sense of it for me. (information)

How can i get my loss history (information NFIP phone #) - redirect to the bureau, maybe make this a policy action item?

I have not received my refund check (problem solving/service)

I didn't get my download last night (Ivans) (service)

I need to change coverage/deductible for my upcoming renewal (service)

I didn't receive the email that was sent to me earlier today.  (service)

Why don't we get paid commission on all premium submitted ? (service)

How can I add another email address for electronic delivery of commission statements (service)

Can you reset my password for me?  (service) - the system should be doing this? If not, what was the blocker?

Can you redirect the refund check to another address? (service)

Where can I submit a completed Agent of record request? (service)

Where can I obtain the agent of record or broker form? (service)

How are AOR's processed for company XXXXX, mid term or just at renewal? (service)

How do I get access to Agency reports?  (service)

How do I add a state to my login? (service)

How do I do a name change on my account?  ( name field should be locked down, allowing the agt/user to update his/her email address but not the agent name without Company approval)  (service)

My FEIN number has changed, how does that get updated? (service)

My Ivan's mailbox has changed how do I update? (service)