Insureds

Insureds with active policies or future effective policies are pulled over from your agency management system (depending on how the data extract is set up). While you have the option of manually adding insureds in CSR24, this workflow should rarely be performed; typically, you will access account detail in order to modify CSR24-specific details for existing insureds only.

If your organization uses the Confidential Client Access feature in Applied Epic, only users who have been granted access to confidential clients in Applied Epic can view them on insured search pages and popups.

Edit an Insured

1. Locate the desired account.

   Click the dropdown arrow next to the Locate button to access a recently opened account. To search for accounts:

   1. Click the Locate button.
   2. Enter the desired Search criteria:
      1. In the Client Name or Client Code field, optionally enter at least one character.
      2. Optionally narrow results by Line of Business, Status, or Type.
   3. Click Find. A list of matching accounts displays below. Click an account to view its detail.
2. Click any of the information listed for the insured (the code, name, address, Personal/Commercial lines indicator, or contact name) to open the insured detail.
3. Click Edit.
4. See the instructions under Add an Insured for more information on the fields on this screen. Click Save to apply your changes or Cancel to discard them.

Add an Insured

1. Click Locate on the options bar.
2. Click Add.
3. In the Insured Information frame, specify whether this is a Commercial Account or Personal Account. Insureds marked as confidential clients in Applied Epic display a Confidential Client label.
4. In the Agency Code field, enter the insured's lookup code. This should exactly match the insured's lookup code in your agency management system.
   Note: If Applied CSR24 is your only agency management system, it is up to your organization to come up with a format for the agency code. However, if you use a management system for which extract is unavailable, it is advisable to copy the client code from there to Applied CSR24 for the sake of consistency.
5. The Update Import Code to match Agency Code checkbox is used only by (and visible only to) agencies on Applied TAM. If the Rename Codes utility were going to be run in Applied TAM to change the insured's lookup code, you could change the code in CSR24 prior to the data extract being run and select this checkbox to prevent the insured from being duplicated when the renamed record carried over.
6. Enter the Insured Name.
7. Select an Agency and Branch.
8. To enable Instant Certificate Validation with emailed certificates, select the Send Coverage Validation Link with Emailed Certificates? checkbox. This feature sends a link with each certificate that instantly flags any reductions in coverage or changes to insured status after the certificate is issued. This feature defaults enabled.

   Instant Certificate Validation confirms the following information:

   • Certificate Number

   • Named Insured

   • Date Issued

   • Holder Name and Address

   • Producer

   • Policy Details:

   • Line of Business (General Liability, Auto, Umbrella/Excess, Workers’ Compensation)

   • Policy Number

   • Expiration Date

   • Limit Amounts (with alerts for reductions below original certificate limits)

While the validation report checks policies added manually in Applied CSR24, it does not check any corresponding policy that you later add in Applied Epic. To make sure validation remains accurate throughout the policy term, you can prevent users from adding manual policies by denying the Level Permissions > Add Policies and Certificate Template Restrictions > Add New Policies on Templates permissions in Producer or CSR detail in the System Admin area.

9. The CSR, Producer, Additional Servicer, and Adjuster assigned to this insured all default to None. Click the None links to locate and select the appropriate personnel.
10. Determine whether CSR24 email requests from this insured should be sent to the CSR, the Additional Servicer, or Both the CSR and the Additional Servicer.
11. Enter contact information in the insured Email, Primary Phone, Secondary Phone, Fax, and Website fields.
12. Select the This Insured is active? checkbox if the insured has active policies in the insured’s certificate processing permissions in the Self-Service Portal.
13. Select Policy Access Roles to restrict the types of policies the contact can view when accessing policies in the Self-Service Portal.
14. Choose the Cert Naming Structure to use for the PDF file name when you issue certificates for this insured. Your organization can set up these naming structures in Certificate Naming Structure.
15. Make a selection in the Insured Certificate Role dropdown menu. This determines the certificate permissions the insured will have in Self-Service. If you do not select a Certificate Role, the default role is applied.

16. The checkboxes indicate the permissions assigned to the selected role and cannot be changed. For instructions on adding or editing a certificate role, see the Certificate Roles article.

    • Allow Insured to Issue Certificates? If the insured is not granted this permission, selecting the Issue a Certificate of Insurance option available on the portal will display a Certificate of Insurance Request form. Once the insured completes the form, an email notification is sent to the CSR, who can then process the request.
    • Allow Insured to Add/Edit Holders? This option allows the insured to add and edit holders.
    • Allow Insured to Assign Endorsements when Issuing a Certificate? This allows the insured to select attachments uploaded by your agency in the Attachments area to include when issuing a certificate.
    • Allow Insured to Add Endorsements when Issuing a Certificate? This allows the insured to upload attachments to include when issuing a certificate.  
    • Allow Insured to Edit Desc. of Ops. When Issuing a Certificate? Insureds who are granted this permission can modify the Holder-level Description of Operations when issuing a certificate. If Prevent Insured to Override Text is also selected, the insured will be able to select Descriptions of Operations made available to this insured in the Library area but will not be able to enter text manually.
    • Prevent Insured to Override Desc. Of Ops. Text? If the insured is permitted to edit Descriptions of Operations but Prevent Insured to Override Text? is also selected, the insured can select Descriptions of Operations from the Library maintained by the agency. However, the insured cannot enter text manually.
      
      Note: This option is deactivated by default—you must select it to grant the permission.
    • Allow Insured to Change Holder AI & Subr WVD Status When Issuing a Certificate? This option applies only to ACORD 25 and ACORD 30 certificate templates for which Enable holder level AI & Subr WVD status is checked. See Certificate Templates for more information.
    • Allow Insured to Edit Property/Nature of Interest When Issuing a Certificate? Insureds granted this permission can edit the Property/Nature of Interest section while issuing a certificate from the Self-Service Portal. When this permission is unselected, the Property Information (Location/Description) field is locked for insureds—they can edit the other fields in the section.
    • Require Insured to Enter Group Code When Adding Holder? This makes Group Code a required field when the insured adds a holder. If your organization uses group codes to categorize holders, you should select this option to maintain data consistency. Group codes are available only if the feature has been activated.
    • Enable Fax for This Insured: This checkbox displays only if the Faxing option and the Insured Fax Disable option have been activated. It enables you to restrict which insureds are able to fax certificates and auto IDs from the CSR24 portal.
    • Enable US Mail for This Insured: This checkbox displays only is the US Mail option has been activated. Selecting the checkbox allows Portal users who have this certificate permission to send certificates and auto IDs via the US postal service.
    • Allow Insured to Edit Holder Summary and Print Control: This option allows the insured to add up to 100 characters of text in the Holder Summary area.
17. From the Send a copy of all Certificates to this insured? field, select No, By Email, By Fax, or Both Fax and Email. (Faxing must be enabled in your system for the fax options to display.) If you select anything other than No, enter the Confirmation Email Address and/or Confirmation Fax Number in the fields provided.
18. Enter the Insured's FEIN (Federal Employer Identification Number) if known/applicable.
19. Select the Insured's Language. This information is for reference only.
20. Select the appropriate menu. This enables the CSR24 sync functionality (logging of activities, etc.) set up for menu items when this insured uses the portal.
    Note: When viewing insured detail, you can access the list of items in the insured's service menu by clicking the Service Menu button on the options bar. This enables you to view the options available to be linked to this insured's Start Page and also allows you to launch the workflows directly from this area. Click the down arrow beside the Service Menu button to edit the service menu for a different contact on the account.  
21. Enter any Certificate Instructions that should display in a pop-up window when an agency user issues a certificate on the portal. This field displays only if the Certificate Instructions feature is enabled for your organization.
22. Enter any Renewals / Batch Instructions that should display on the Renewals / Batch Instructions page before an agency user begins a certificate renewal or batch issuance. This field displays only if the Certificate Instructions feature is enabled for your organization.
23. If your organization uses the U.S. Mail feature, enter any Mail Delivery Text that should print on the cover page of a certificate mailed to this insured.
24. Enter the Renewal Subject and Renewal Message to customize emails sent to certificate holders when processing certificate renewals. When an email is sent to notify the insured of a renewal, the information entered here displays as the email's subject and message body.
25. In the Location frame, enter the primary mailing address to be used for this insured. This will default onto certificates of insurance. Optionally enter an agency-defined Insured Location Code.
26. In the Main Contact Information frame, enter the name and contact information for the primary contact on the insured's account, and optionally enter a User’s Login and User’s Password to allow the contact access to the insured portal. See Contacts for more information on entering contacts and setting them up for portal use.
27. Click Save to add the insured or Cancel to discard your changes.

Client View

To access and view the selected contact's Self-Service Portal, click Client View on the options bar. This allows you to view the Portal as the contact and assists troubleshooting issues they may have. Click the down arrow beside the Client View button to view the Portal client view for a different contact on the account.

Delete an Insured

An insured that has had any certificate activity within the last year cannot be deleted.

1. Locate the desired account.

   Click the dropdown arrow next to the Locate button to access a recently opened account. To search for accounts:

   1. Click the Locate button.
   2. Enter the desired Search criteria:
      1. In the Client Name or Client Code field, optionally enter at least one character.
      2. Optionally narrow results by Line of Business, Status, or Type.
   3. Click Find. A list of matching accounts displays below. Click an account to view its detail.
2. Click any of the information listed for the insured (the code, name, address, Personal/Commercial lines indicator, or contact name) to open the insured detail.
3. Click Delete.
4. A pop-up window warns you that the deletion process cannot be undone. If you are certain that you wish to delete the account, click OK.