Trailing Document Management

Overview

Trailing Document Management is the process of monitoring, collecting, reviewing, and distributing policy paperwork that arrives after a policy is bound. These documents—such as declaration pages, binders, endorsements, and signed applications—are critical for compliance, customer servicing, and agency E&O protection. In Momentum AMS, this process is managed directly within each Policy Record by using tags, tasks, notes, and document uploads. This workflow ensures that no policy is left incomplete, every required document is verified, and insureds receive finalized copies promptly.

Step 1: Track Missing Policy Paperwork

• From the left navigation menu, click Policies.
• Filter by Bind Date for recently bound policies.
• Open each policy record by clicking on the policy number.
• On the Details page, go to the Actions (upper right) Apply Tag.
• Add a tag such as “Paperwork – Incomplete” if items are missing.
• Scroll to the Notes.

  • Click Add Note.

  • Type exactly which items are missing (e.g., “Outstanding: E&S Binder, Schedule of Forms”).

  • Save the note.

• Create a Tracking Task

  • Still inside the Policy Record, go to the Activity History → Tasks.

  • Click Add New.

  • Task title: “Collect missing paperwork for [Policy Name]”.

  • Assign it to the responsible CSR or account manager.

  • Set a due date within 5–7 business days of the effective date.

  • Save the Task.

• Optional: Track Externally

  • If your agency uses Momentum CRM or Google Sheets, export the filtered list of missing paperwork and log follow-up dates there for visibility across teams.

Step 2: Follow Up with Carrier or MGA

• Check for Outstanding Requests

  • Return to the Policies list and apply the “Paperwork – Incomplete” filter.

  • Open the Policy Record and review the Notes tab to see if prior requests were logged.

• Send Follow-Up Communication

  • Use the Email tab in the Policy Record to send an email directly to the carrier contact.

  • If calling instead, open the Notes → Add New and log the call, including date, contact person, and what was requested.

• Attach Email or Call Summary

  • In the Documents tab, upload a copy of the sent email or a call memo file (if applicable).

  • Title it clearly: “Follow-up – Missing Binder Request [Date]”.

• Update the Task

  • Return to the Activity History → Tasks in the Policy Record.

  • Edit the existing task to extend the due date by another 5–7 days.

  • Add a reminder comment such as “Awaiting carrier response.”

• Escalate If Delayed

  • If there is still no response after 2 or more follow-ups:

    • Add a new Tag: “Paperwork – Escalated”.

    • Create a Note: “Escalated to [Supervisor/Producer] on [Date].”

    • Reassign the Task to a supervisor or producer for additional follow-up.

Step 3: Examine Received Policy Paperwork

• Locate Received Items

  • In the Policy Record → Documents tab, review the most recent uploads.

  • Sort by “Date Added” to see the latest incoming paperwork from the carrier.

• Check for Accuracy

  • Compare the paperwork to the Policy Details tab:

    • Confirm Named Insured matches exactly.

    • Verify Effective and Expiration dates.

    • Check Coverage limits, Deductibles, and Endorsements align with the quoted terms.

    • Ensure signatures and dates are present if required.

• Log Any Errors

  • If incorrect, open the Notes and add a note describing the issue (e.g., “Binder lists wrong effective date – requested correction from carrier on [Date].”).

  • Create a new Task with a follow-up due in 3–5 business days to confirm the correction.

• Mark as Reviewed

  • If the paperwork is correct, edit the Task to mark it complete.

  • Remove the Tag “Paperwork – Incomplete” and replace it with “Paperwork – Reviewed”.

  • Add a Note: “Reviewed and approved on [Date] – ready for distribution.”

Step 4: Distribute Policy Paperwork

• Confirm Items Ready for Sending

  • Filter policies using the Tag “Paperwork – Reviewed.”

  • Open the Policy Record and confirm which items (declaration page, endorsement, signed application, binder) are finalized.

• Send to Policyholder

  • From the Actions → Send Files, select the paperwork.

  • Use Send Email to deliver the PDF. 

  • In the message body, include a short note explaining what the item is and who to contact with questions.

  • The email is automatically logged in the Policy Record’s Activity History → WebMail.

• Send to MGA/Carrier if Required

  • For E&S or premium-financed policies, upload the paperwork in the carrier portal or send via email.

  • Add a Note in Momentum AMS recording the date and confirmation.

• Finalize Internal Tracking

  • Mark the Task complete in the Tasks tab.

  • Remove the “Paperwork – Reviewed” Tag once distributed.

  • Add a final Note: “All trailing paperwork distributed to insured and carrier on [Date].”

• Notify Internal Teams if Impacted

  • If paperwork included an endorsement that changes premium, notify Accounting or the assigned CSR.

  • If this is part of a renewal, trigger the Renewal Tracking Workflow.

✅ Result: With this workflow, Momentum AMS tracks every step of missing, requested, reviewed, and distributed policy paperwork, ensuring compliance and timely servicing for both insureds and carriers.