Non-Pay Cancel Follow Up

Overview

The Non-Pay Cancel Follow-Up workflow, also known as Pending Cancellations, is a structured five-step process within Momentum AMS. Its goal is to detect at-risk policies, proactively engage clients, provide payment accommodations, track outcomes, and confirm reinstatements. By following this workflow, agencies can minimize lapses, improve retention, and maintain compliance records.

Workflow Goal

Ensure that all pending cancellations for non-payment are identified, acted on, and properly documented in Momentum AMS. This protects insureds from unintended lapses, provides opportunities to save policies, and keeps internal teams aligned on resolution efforts.

Step 1: Detect At-Risk Policies

Purpose: Proactively identify policies flagged for non-pay cancellation.

AMS Steps:

• Navigate to left navigation menu Pending Cancellations.

• Filter by Reason = Non-Payment and Effective Date within the next 15 days.

• Cross-check recent IVANS downloads or direct carrier emails for non-pay notices or cancellation warnings.

• Open each Policy Record → Action → Apply Tags and apply: “Non-Pay Risk” or “Pending Cancel.”

• In the Notes tab, add:
  “Non-pay cancellation notice received on [date]. Effective cancel date: [date].”

• Create a Task titled “Follow up re: non-pay notice” with a due date of 1 business day, assigning it to the responsible CSR or account manager.

Step 2: Outreach to Insured

Purpose: Contact insureds to alert them of the pending cancellation and prevent lapse.

AMS Steps:

• From the Tasks dashboard, review tasks created in Step 1, prioritizing those with cancellation dates within 5 days.

• Use the insured’s Contact methods in the Insured record → Details tab (phone, email, text). Provide payment options and emphasize urgency.

• Log communication in Policy Notes:
  “Called and emailed insured on [date] re: non-pay notice. Response: [client’s answer/no answer].”

• Upload call recordings, voicemail files, or email copies into Documents → Files.

• Create a Task for follow-up (e.g., “Second attempt non-pay follow-up”) with a due date 2 business days later.

• If the policy is within 3 days of cancellation, apply the tag: “High Risk – Imminent Cancel” and notify the supervisor by tagging them in the Note.

Step 3: Accommodate Policy Payment

Purpose: Provide options to help insureds resolve payment issues and keep coverage active.

AMS Steps:

• In the Policy Record → Billing tab, confirm billing type:

  • Direct Bill: Note the carrier payment portal or phone number.

  • Agency Bill: Review if installment or split payments are allowed and document arrangements.

• Record the discussion in Notes:
  “On [date], offered client split payment option. Client response: [accepted/declined/pending].”

• Upload any signed agreements or confirmations to Documents.

• Update the Task: If client agrees to pay, complete current task and create “Confirm payment by [date]”. If declined, set task for final cancellation prep.

• Notify billing team if partial payment is received by tagging them in Notes or creating a sub-task.

Step 4: Track Outcome of Cancellation Intervention

Purpose: Document whether the intervention saved the policy or if cancellation proceeded.

AMS Steps:

• From the Policy Record, review all related Tasks and Notes to verify outcome (paid, reinstated, declined, or cancelled).

• Confirm status with Carrier Portal or carrier communications.

• Record in Notes:
  “Final intervention outcome: [Reinstated/Paid/Cancelled/Declined] as of [date]. Confirmed via [carrier portal/email/client call].”

• Update Opportunity Stage (if CRM integration is used):

  • Closed – Won if policy saved

  • Closed – Lost if cancelled

• If cancelled, apply tag “Cancelled – xDate Follow-Up” and create an xDate Reminder for 60–90 days before the expiration of any replacement policy.

• Notify producer or remarketing team of the final outcome.

Step 5: Confirm Reinstatement

Purpose: Complete reinstatement steps and confirm coverage continuity with the insured.

AMS Steps:

• Verify reinstatement by checking the Carrier Portal or reviewing reinstatement notices received by email.

• Update the Policy Record:

  • Remove “Non-Pay Risk” or “Pending Cancel” tags.

  • Add Note: “Policy reinstated on [date] – confirmed via [carrier portal/email]. No lapse.”

  • Upload reinstatement notice to Documents.

• Notify the insured by email: provide updated dec page or binder and remind them about timely payments.

• Adjust Opportunity/Task status: move to Closed – Won and complete all pending tasks.

• Notify CSR/Producer of reinstatement and create a renewal prep task if the policy is within 90 days of renewal.

✅ Final Thought
By standardizing the Pending Cancellation workflow in Momentum AMS, agencies can improve retention, minimize E&O exposure, and maintain consistent client communication. Proper tagging, notes, and task management ensure every at-risk policy is tracked, every insured is contacted, and every reinstatement is confirmed.