Service Requests vs. Tasks – When to Use Each One
Service Requests and Tasks in Momentum AMS serve different purposes, and understanding their distinctions helps agencies manage their workflow more effectively. Service Requests handle policy-related changes, while Tasks are used for internal reminders and follow-ups.
Understanding Service Requests
Service Requests are used for policy-related updates that directly impact an insured’s coverage. These requests can be submitted by the agency or insured and require processing before completion. They ensure that policy modifications are formally documented and addressed in a structured manner.
Common examples of Service Requests include:
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Adding, replacing, or removing a driver from a policy.
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Updating vehicle information, such as adding, replacing, or transferring a vehicle.
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Address changes, ensuring the insured’s location is up to date.
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Certificate of Insurance (COI) requests, providing proof of coverage.
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General service requests, covering policy-related adjustments that do not fall into predefined categories.
Because Service Requests directly impact policies, they require formal approval and review before being marked as completed.
Understanding Tasks
Tasks function as internal action items that help track important follow-ups and workflow responsibilities. Unlike Service Requests, Tasks do not directly affect a policy but serve as a way to manage internal agency operations efficiently.
Tasks are typically used for:
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Following up on a client inquiry before submitting a Service Request.
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Reminding an agent to check on a pending endorsement or renewal.
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Tracking outreach efforts, such as contacting a client about an outstanding document.
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Coordinating team responsibilities, ensuring everyone is aligned on assignments.
Tasks help agencies maintain efficiency by keeping track of internal responsibilities that support overall client servicing.
Key Differences Between Service Requests and Tasks
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Impact on Policy: Service Requests involve policy changes, while Tasks are internal action items that do not modify policies.
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Client Involvement: Clients can submit Service Requests through the Client Portal, whereas Tasks are strictly for internal use.
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Processing Requirements: Service Requests require review and approval before implementation, while Tasks serve as reminders or assignments that may or may not require further action.
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Tracking and Completion: Service Requests appear in the Service Request List and Pipeline for processing, whereas Tasks are managed through the Task Manager and can be marked as completed once actioned.
When to Use Service Requests vs. Tasks
Use a Service Request when:
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A policy update or change is required.
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The insured requests a modification, such as adding a driver or issuing a COI.
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Documentation needs to be formally recorded and processed.
Use a Task when:
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A follow-up is needed before initiating a Service Request.
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There is an internal action item, such as verifying details with an underwriter.
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A team member needs a reminder to complete an assignment that does not directly impact a policy.
Conclusion
Service Requests and Tasks each play a crucial role in managing agency workflows. Service Requests are essential for handling policy modifications, while Tasks help keep internal operations organized. Using each feature appropriately ensures that client needs are met efficiently while maintaining structured internal processes.