Consumer Portal

Overview

• The meeting focused on the Consumer Portal, 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.

Key Features of the Consumer Portal

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

• The Consumer Portal aims to be a one-stop shop, empowering policyholders to manage policies independently, reducing reliance on agents.
• 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.