Adding a New Service Request as an Agency
Service Requests in Momentum AMS streamline the process of handling policy changes and client service needs efficiently. In this lesson, we will walk through how to add a new Service Request as an agency user, ensuring that client requests are properly documented and tracked within the system.
Accessing the Service Requests Menu
To begin, log in to Momentum AMS and navigate to the left-hand menu. Click on "Service Requests" to open the Service Request List. This section displays all active requests and allows you to create new ones. If this menu is not visible, check your user permissions or consult an administrator.
Initiating a New Service Request
To create a new request, locate and click the "Add New" button in the Service Requests List. This will open a form where the details of the request can be entered. Start by selecting the insured associated with the request. Use the search bar to find the correct insured by name, policy number, or other identifying details. Once the insured is selected, choose the policy to which the request applies.
Alternatively, a Service Request can also be created directly from the insured’s details page. By navigating to the "Activity History" tab, users can initiate a new Service Request from this section. Another option is to create a Service Request from an existing note by using the actions menu next to the note. This allows agents to quickly generate a request based on previous client interactions or documented notes.
Selecting the Service Request Type
Momentum AMS provides multiple request types, each designed to address specific policy changes. The available options include:
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Driver Requests – Add, replace, or remove a driver.
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Vehicle Requests – Add, replace, or transfer a vehicle.
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Address Change – Update an insured’s address.
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Certificate of Insurance (COI) – Request a new or updated certificate.
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General Requests – Any other client-related service request.
Select the appropriate request type based on the client’s needs. This ensures that the request is categorized correctly and can be processed efficiently.
Entering Request Details
After selecting the request type, complete the required fields. Depending on the type of request, you may need to enter specific details such as a driver’s name and license number, a vehicle’s VIN and make/model, or a new address. Providing accurate and complete information is essential to avoid delays in processing.
If the client has provided any additional instructions or documentation, use the notes section to record these details. Attach any supporting files that may be required, such as a driver’s license, proof of address, or policy endorsements.
Assigning the Request and Submitting
To ensure accountability, assign the request to a specific team member if necessary. This can be done using the "Assigned To" dropdown menu, which allows selection of the appropriate agent responsible for processing the request. Once all details are entered, click "Submit Request" to finalize and save it in the system.
After submission, the request will appear in the Service Request List and can be tracked through the status updates. The assigned agent will receive a notification and can begin processing the request immediately. If additional information is required, agents can use the "Request More Info" option to communicate with the insured or other team members.
Conclusion
Adding a new Service Request as an agency user is a simple but crucial process in Momentum AMS. By correctly categorizing and documenting requests, agencies can streamline workflows, improve service response times, and ensure that client needs are met efficiently. In the next lesson, we will explore how clients submit service requests through the client portal, providing them with a convenient way to request policy updates and changes.