Understanding and Managing Service Requests in Momentum AMS
Introduction
In this course, I will discuss Service Requests—how they are used and when to use them. Service Requests in Momentum AMS provide a streamlined approach for insurance agencies to manage client requests efficiently. These requests can be submitted by the agency or directly by clients through the website or client login portal. By leveraging Service Requests, agencies can streamline policy changes, minimize miscommunication, and enhance service response times.
How Service Requests Work
Agency Submission
Agents can manually enter Service Requests based on client communication. This ensures that every policy-related request received via phone, email, or in-person is logged and tracked within Momentum AMS.
Client Submission
Clients have the ability to submit their own requests via the website or client login portal. This self-service feature enables them to request policy updates at their convenience, reducing the need for additional correspondence and ensuring accuracy in request details.
Benefits of Using Service Requests
One of the key advantages of Service Requests is that they facilitate structured and trackable interactions with clients. When a request is logged, it documents all necessary details, reducing errors and allowing agents to focus on processing rather than gathering information. Clients can clearly define their needs, which speeds up service delivery and minimizes delays.
Types of Service Requests in Momentum AMS
Momentum AMS supports multiple types of Service Requests, including:
-
Driver Requests: Adding, replacing, or removing a driver from a policy.
-
Vehicle Requests: Adding, replacing, or transferring a vehicle within a policy.
-
Address Change: Updating an insured’s address.
-
Certificate of Insurance (COI): Requesting a certificate of insurance.
-
General Requests: Any other client service requests that do not fit the above categories.
Managing Service Requests
Once submitted, Service Requests can be found in the Service Request List menu or managed through the Service Requests Pipeline in Momentum AMS. These tools provide a clear overview of active and completed requests, ensuring nothing is overlooked.
Service Requests vs. Tasks: Key Differences
While both Service Requests and Tasks are essential workflow tools in Momentum AMS, they serve different functions:
-
Service Requests are structured, client-driven requests tied directly to policy servicing (e.g., adding a driver, issuing a COI). They ensure that client-submitted changes are processed accurately.
-
Tasks are internal agency actions meant for general workflow management, such as following up on a pending request, sending a renewal reminder, or reviewing a policy change request. Unlike Service Requests, Tasks do not automatically update policy records.
By using Service Requests for client-driven policy changes and Tasks for internal agency follow-ups, agencies can optimize their workflow and enhance efficiency.
Conclusion
Momentum AMS Service Requests provide a structured, efficient approach to handling client policy changes. By allowing both agency- and client-submitted requests, they improve accuracy, speed up processing, and ensure seamless policy updates.
Thank you for reading! If you have any questions, feel free to reach out to our support team for further assistance.