Renewal/Rewrite Workflow Guide
The renewal and rewrite processes are a core part of the policy life-cycle. This guide will help agencies get started with implementing a renewal process. If your agency doesn't already have a process in place, this guide will help you address your policies with an upcoming renewal and help you get in a more proactive cadence moving forward. You will learn how to create Task Templates and how to configure automated tasks moving forward, how to run reports to see which policies are coming up for renewal, how to assign tasks so the right person follows up at the right time, and the process for renewing policies or remarketing policies that won't renew as-is.
The renewals process in HawkSoft is split into five main stages:
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Design the Renewals Workflow
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Identify and Review Renewal Opportunities
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Determine your Renewal Strategy
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Update Policies
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Document Outcomes
Each role in the agency plays an important part in the renewal process, and a successful renewals workflow requires coordination between administrators, managers, and servicing staff. This guide contains separate articles for each of these agency roles, listing the duties and workflows of each role in preparing and executing policy renewals.
Administrators (Renewals Stage 1)
Agency administrators build the foundation of the agency's renewals workflow. In this topic, we will cover how to set up the following settings and templates for your agency's renewal workflow:
Task Categories
Task Templates & Default Tasks
Download Rules & Download Task Rules
Managers (Renewals Stage 2)
Agency managers are responsible for turning renewal data into action and ensuring work is distributed, tracked, and completed efficiently. In this topic, we cover how agency managers can:
Create an Upcoming Renewals report
Use report Columns, Filters, and Summaries to prioritize renewals
Save and share renewal reports
Create and assign Batch Tasks to CSRs/Producers using the renewals report
Once automated tasks are configured in Stage 1, this becomes a lighter-touch role focused on catching up existing policies and periodic spot-checks.
CSR/Producers (Renewals Stages 3-5)
The agency's CSRs and Producers are responsible for communicating with the client to decide whether a renewal or a rewrite is needed for their policy's next term, as well as processing and documenting the policy's renewal or rewrite in HawkSoft, and following up afterwards to ensure that the client's needs and questions have been addressed and the renewal was completed and documented successfully.
Decide whether a renewal or rewrite is needed
Process and document the renewal or rewrite in HawkSoft
Follow up on the renewal or rewrite