Fax Management

Overview

The workflow for Fax Management within Momentum AMS establishes a clear process for routing, prioritizing, processing, and archiving incoming faxes. Since many carriers and insureds still rely on fax for critical documents, handling these communications systematically ensures compliance, timely responses, and complete recordkeeping in the AMS.

Step 1: Route Incoming Faxes

Purpose: Ensure faxes are captured and directed to the appropriate staff or department for review and action.

Process:

• Confirm fax system setup: Determine if your agency uses eFax, MyFax, RingCentral Fax, or a physical fax-to-email solution. Confirm the forwarding address and ensure faxes are delivered to a shared inbox monitored by your team.

• Establish routing rules: Define which department receives which type of fax (e.g., Billing, Claims, Endorsements). For example: cancellations route to compliance, endorsements to service, and loss runs to producers.

• Control access: Ensure only authorized staff have access to the fax inbox or AMS-linked uploads. Use permissions in your cloud storage or email system if not directly integrated.

• Maintain a fax directory: Keep an updated list of carrier, MGA, lender, and vendor fax numbers for outbound responses. Store this directory in your agency resources or within AMS as a reference file.

• Document process: Add a Note in AMS under Agency Miscellaneous > Notes to confirm routing rules have been updated and staff trained.

Step 2: Sort Faxes by Priority

Purpose: Quickly classify faxes to ensure urgent documents are processed first.

AMS Steps:

• Check fax inbox regularly: Review incoming faxes at least every business day, more frequently if handling cancellations or claims.

• Scan for urgency: Identify keywords or document types. Examples:

  • High Priority: Cancellations, reinstatements, claim notices, premium finance agreements.

  • Standard: Endorsements, declarations, loss runs.

  • Low/Other: Marketing or duplicates.

• Assign to staff: Forward the fax to the correct person, or if working inside AMS, upload the document directly to the insured or policy record.

• Create a task if follow-up needed: Example: “Follow up on cancellation fax for [Insured Name] received 03/01/25.”

• Log in AMS Notes: On the policy record, add: “Fax from [Source] received on [Date] – assigned to [Staff Name].”

Step 3: Process Urgent Requests

Purpose: Ensure cancellations, endorsements, or claim notices sent via fax are acted on immediately.

AMS Steps:

• Locate the insured/policy: Search for the insured by name or policy number.

• Upload the fax: Go to Policy Record → Documents tab and upload the fax. Save as a PDF if needed and name clearly (e.g., 2025-03-01_CancelNotice_Travelers.pdf).

• Take action:

  • If cancellation notice → contact insured immediately, document outreach, and assist with payment or reinstatement.

  • If endorsement request → process the endorsement through AMS or carrier portal, then update the policy record.

  • If claim → forward to claims handler, log a service request, and document in Notes.

• Notify all parties: Send confirmation to the insured, carrier, or MGA. Upload both the fax and the confirmation to Documents.

• Document outcome in Notes: Example: “Urgent fax cancellation from Travelers received and processed on 03/01/25 – reinstatement requested with carrier.”

• Create follow-up tasks: If additional steps are required (e.g., confirm reinstatement), create a task due within one business day.

Step 4: Archive Faxed Documents Digitally

Purpose: Securely store faxed documents for compliance, auditing, and easy retrieval.

AMS Steps:

• Convert fax to PDF: Save directly from email if using fax-to-email, or scan paper faxes into PDF format. Use a consistent naming convention such as Date_InsuredName_DocumentType.pdf.

• Upload to AMS: Navigate to the insured’s Policy Record → Documents tab and upload the PDF into the correct folder (e.g., Endorsements, Claims, Notices).

• Tag and describe: Use the document description field to add a short summary (e.g., “Faxed endorsement approval received 03/01/25”) and apply tags such as Faxed Docs or Urgent.

• Optional secondary backup: If your agency uses external storage like Google Drive or SharePoint, file a copy in your shared structure (e.g., Clients > [Insured Name] > Policy Docs).

• Log archival in AMS Notes: On the policy record, add: “Archived faxed document [filename] on [date] in AMS Documents.”

✅ With this workflow, agencies can ensure faxed communications—whether urgent cancellations or routine policy documents—are routed, prioritized, actioned, and archived consistently in Momentum AMS.