Carrier System Notification Coordination

Overview
Carrier System Notification Coordination is a structured process in Momentum AMS that ensures all messages received from insurance carriers — such as cancellation warnings, underwriting requests, billing issues, or coverage changes — are efficiently collected, prioritized, delegated, and documented. Proper coordination prevents missed deadlines, ensures compliance, and keeps client records accurate and up to date.

1️⃣ Collect Carrier Notifications

Goal: Efficiently capture and centralize all incoming carrier notices.

• Identify Notification Sources

  • Carriers send notices via email, carrier portals, IVANS/download feeds, or direct mail.

  • Confirm with each carrier which channels your agency should monitor.

• Centralize Collection in Momentum AMS

  • Forward carrier emails into your agency’s shared inbox integrated with Momentum AMS or copy them into the insured’s Documents tab.

  • For downloads:

    • Navigate to Carrier Downloads in Momentum AMS.

    • Locate new entries flagged as “Not Consumed.”

    • Use View and Merge to attach them to the correct insured record.

• Classify Notices by Type

  • Cancellations, underwriting requests, reinstatements, billing issues, or informational alerts.

  • Apply initial priority (High/Medium/Low) for sorting.

• Record Setup in AMS

  • Go to the insured’s profile → Notes → Add New.

  • Document the notice with a subject like Carrier Notification – Pending Review [Date].

  • Apply tags such as Carrier – Alerts Collected or Notification – Centralized.

2️⃣ Assess Notification Priority

Goal: Determine urgency and route each notice correctly.

• Review the Carrier Notice

  • Open the attached PDF/email or carrier download record inside the insured’s Documents tab.

  • Identify the effective date and the action required (e.g., cancellation in 10 days).

• Assign Priority

  • High: Coverage at risk (cancellation, non-renewal).

  • Medium: Action required soon (billing change, missing form).

  • Low: Informational only.

• Route to Staff via Tasks

  • In the insured’s profile → Activity History → Tasks → Add New.

  • Summarize the notice (e.g., “Carrier cancellation warning – action required”).

  • Assign to the appropriate CSR or producer.

  • Link the task to the Policy Record for traceability.

• Document Assessment

  • Add a Note (e.g., Notification reviewed [Date] – Priority: High – Routed to [Staff]).

  • Tag with Notification – High or Carrier – Reviewed.

3️⃣ Delegate Responses to Carrier Notifications

Goal: Ensure clear ownership and timely follow-up.

• Assign Responsibility

  • For each Medium/High notification, determine the responsible department (billing, service, underwriting).

  • In the Task → Assign To, select the appropriate staff member.

• Define Next Steps

  • Use the Task Description field to outline required action, contact parties (insured/carrier), and deadlines.

  • Example: “Contact carrier underwriting with safety certificate by 5/10.”

• Escalation Guidance

  • For urgent cancellations, establish a workflow where unresolved tasks escalate to management within 24 hours.

  • Use tags like Notification – Escalated.

• Track Completion

  • Once assigned, add a Note (e.g., Carrier notification assigned to [Staff] with deadline [Date]).

  • Tag the insured record as Carrier – Response Delegated.

4️⃣ Update Customer Records in Momentum AMS

Goal: Ensure system accuracy after notifications are addressed.

• Confirm Resolution

  • Verify the Task is marked complete in Activity History.

  • Check for carrier confirmation (email, portal, or revised document).

• Update Policy Records

  • Open the Policy Details Page → edit billing, coverage limits, endorsements, or cancellation status.

  • For reinstatements, update effective dates and attach new dec pages.

• Upload Supporting Documents

  • Go to Documents → Add New.

  • Save carrier emails, revised dec pages, or reinstatement letters with clear names (e.g., CarrierName_2025-03-15_Reinstatement.pdf).

• Document with Notes and Tags

  • Add a Note summarizing the outcome: Carrier notification resolved – coverage reinstated on [Date].

  • Tag as Notification – Resolved or Carrier – Record Updated.

• Verify Accuracy

  • Quick audit: Ensure effective dates align, billing items match, and no duplicate entries remain.

✅ Result: Carrier notifications are centralized, prioritized, delegated, and fully documented in Momentum AMS. This creates transparency for the team, protects against missed deadlines, and ensures clients’ coverage and records stay accurate.