Consumer Portal

The Consumer Portal empowers policyholders to manage their policies directly while staying connected with their agents for support. It provides a user-friendly interface for accessing policy information, making payments, and submitting requests. The Consumer Portal is a one-stop shop, empowering policyholders with these features: Convenience: Policyholders have 24/7 access to their policies and related actions. Transparency: Real-time updates keep users informed of their policy status. Support: Integration with agent workflows ensures prompt assistance.

• 
  Policy View
• 
  Policy Documents
• 
  Claims View
• 
  Payments with Premium Calculation

Consumer Portal Overview

The Consumer Portal is designed for policyholders to access and manage their policies with ease.
Features include:

• Access to policy details and documents.
• Ability to report claims, request changes, or initiate cancellations.
• Notifications sent via email for actions like renewal reminders or required document uploads.
• Integration with Elevation Certificate generation for policyholders to download, complete, and resubmit.
• Displays key details such as policy number, effective dates, and coverage limits.
• Provides a summary of recent activity, including payments and endorsements.

Customer Relationship Management (CRM)

• Features a direct messaging tool for policyholders to communicate with their agents.
• Displays agent contact information prominently for easy access.
• Ensures agents are notified of any policyholder actions or inquiries.

Navigation Tips for Policyholders

Agents should focus on these details when showing the Consumer Portal to their clients. Use the dashboard for quick access to key actions, such as making payments or filing claims. Keep agent contact details handy for support with more complex issues. Check the notifications section regularly for updates on policy status or payments.

Payment Management

• Enables policyholders to view their billing history and make payments online.
• Supports multiple payment methods for convenience.
• Includes reminders for upcoming payment due dates.

Policyholder Actions

• Request Policy Changes: Allows users to submit requests for changes to their policies, such as updates to coverage or contact details.
• File a Claim: Provides a guided process for initiating claims directly through the portal.

Document Access

• Policyholders can view and download key documents, such as declarations pages, invoices, and correspondence.
• Secure storage ensures privacy and accessibility.

Key Features

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.