Inbound Carrier Email Management

Overview

The workflow for Inbound Carrier Email Management in Momentum AMS ensures incoming carrier communications are properly classified, routed, tracked, stored, and acted upon. A structured approach reduces missed communications, improves compliance, and provides clear documentation for agency and client servicing.

Step 1: Classify Incoming Emails

Purpose: Establish a system to efficiently sort incoming carrier emails by urgency and type.

Process:

• Set up email rules in Outlook/Gmail: Create filters for carrier domains (e.g., *@travelers.com, *@zurichna.com). Route them into shared folders such as Carrier – Endorsements or Carrier – Cancel Notices.

• Define classification categories:

  • Urgent: Cancellations, reinstatements, claim notices.

  • Standard: Endorsements, renewals, loss runs.

  • Low Priority: Marketing, newsletters.

• Train staff: Provide a simple guide so staff check urgent folders daily and handle others at least every 24–48 hours.

• Automate where possible: Use flags or task integrations, or connect to Momentum CRM/AMS if email sync is enabled.

• Refine regularly: Review folder use and adjust rules if new carrier patterns appear.

Step 2: Route Incoming Messages

Purpose: Direct carrier emails to the right staff for quick resolution.

AMS Steps:

• Identify message type: Review subject line/attachments to determine if the request belongs to endorsements, billing, claims, or cancellations.

• Forward or assign with context: Add a brief instruction such as “Please process attached endorsement – effective 4/1/25”.

• Attach supporting documents: Ensure PDFs or attachments are renamed for clarity (e.g., Endorsement_ABC_040125.pdf).

• Log in AMS:

  • Go to the insured’s Policy Record → Notes.

  • Add a note summarizing the email (e.g., “Received cancellation notice from Travelers effective 4/1/25”).

  • Apply tags such as Carrier – Routed or Email Assigned.

• Notify stakeholders: CC or tag producers, CSRs, or billing if the item affects their work.

Step 3: Track Responses to Communications

Purpose: Ensure timely handling and accountability for all carrier communications.

AMS Steps:

• Log the initial email: Add a Note in the Policy Record summarizing the request and include the date/time received.

• Create a task for follow-up: Example task: “Respond to carrier request for additional underwriting info”, due in 24–48 hours. Assign to the responsible CSR or producer.

• Update status: When responded, mark the task complete and update the note with details: “Carrier request answered on [date] – docs submitted”.

• Flag overdue responses: If past due, apply a tag such as Carrier – Follow-Up Needed and alert a manager.

• Review trends: Supervisors should review weekly/monthly to track response times and identify bottlenecks.

Step 4: Store Carrier Communications

Purpose: Build a searchable archive of carrier communications for compliance and quick retrieval.

AMS Steps:

• Save the email content:

  • Copy the text into a Note on the Policy Record.

  • Upload PDFs or .eml files to the Documents tab, using clear filenames (e.g., 2025-04-01_CancelNotice_ABC.pdf).

• Apply tags for classification: Examples include Carrier – Cancellation, Carrier – Endorsement, or Carrier – Renewal Docs.

• Link to the right record: Ensure the email is stored under the correct insured and policy.

• Test retrieval: Use search and filter by tags or keywords to confirm documents are accessible.

Step 5: Execute Customer Requests

Purpose: Complete any policy changes or actions required by the carrier communication.

AMS Steps:

• Review the request: Confirm if it involves adding/removing a vehicle, changing an address, updating coverage, etc.

• Verify policy details in AMS: Check the insured’s policy effective dates, billing type, and carrier.

• Submit the change:

  • Use the Service Requests or Endorsements function in the Policy Record to create the request.

  • Attach any carrier forms or reference the carrier’s notice.

• Confirm with carrier: Reply to the original carrier email once the change is completed. Include policy number, effective date, and a brief description.

• Document completion in AMS:

  • Add a Note summarizing the action taken.

  • Upload confirmation from the carrier under Documents.

  • Apply a tag such as Carrier – Request Completed.

✅ By following this workflow, agencies can ensure no carrier email is missed, all requests are actioned on time, and documentation is properly stored for compliance and reporting