Add a Contact

Adding contacts to an account helps to ensure that you have all of their information available for reference. Depending on the type of account and the contact’s relationship to that account, you can add both Individual and Business contacts. In addition to information like addresses and phone numbers, you can define a wide range of options, such as marketing and text message opt-ins and contact classifications. This article will assist you in creating a contact for an account. If you need to update an existing contact, see Edit Contact Detail.

1. Access the Accounts area and locate the entity with which to associate the contact.
   1. To access Accounts from the Home screen, do one of the following:

   1. • Click Accounts on the navigation panel.
      • Click Areas > Accounts on the menubar.
      • Click the down arrow next to Home on the options bar and select Accounts.
      • Click the Locate button on the options bar.

   To access Accounts from another area of the program, do one of the following:

   • Click Home > Accounts on the menubar.
   • Click the down arrow next to Home on the options bar and select Accounts.
   • Click the Locate button on the options bar.

   2. In the Locate account dropdown menu, select Broker, Client, Company, Employee, Finance Company, Other Interest, or Vendor.
   3. In the Locate by dropdown menu, select the appropriate option.
   4. Select the suitable checkbox or checkboxes to the right.
      • Insureds (available only if Clients is selected in the Locate Account field)
      • Prospects (available only if Clients is selected in the Locate Account field)
      • Additional Interest (available only if Other Interest is selected in the Locate Account field)
      • Bill to (available only if Other Interest is selected in the Locate Account field)
      • Certificate Holder (available only if Other Interest is selected in the Locate Account field)
      • Active
      • Inactive
   5. Enter the first few letters of the name, phone number, etc. (depending on the Locate by selection) and press [Enter] or click Locate.
      
      Note: Location by phone number searches all phone numbers associated with client and contact accounts (e.g., residential, mobile, fax).
   6. The Results list displays all of the accounts that match the criteria you entered. Click on a column heading to sort the list by that category. For example, click the Last Name column heading to sort by last name in ascending order. To sort in descending order, click the Last Name column heading again.
2. Highlight the desired item in the Results list.
3.  Do one of the following:
   • Click Contacts in the navigation panel.
   • Click Areas > Contacts on the menubar.
4. Do one of the following on the Contacts screen:
   • Click the Add button .
   • Click File > New > Contact on the menubar.
   • Click New on the options bar and select Add a Contact.
   • Press [Insert] on your keyboard.
   • Press [Ctrl]+N.
5. Select the Individual or Business radio button.
6. Enter the contact's name. For a business, enter a business Name. The Name field is outlined in red to indicate that it is required.
   
   For an individual, select a Prefix; enter a First, Middle and Last name; and select a Suffix for the Primary contact. The Last name field is outlined in red to indicate that it is required. For more information on capitalization settings that may be applied to proper names automatically, click here.
   
   Note: If you have enabled the Default Formal option for the Contact Add Workflow in Field Defaults Configuration, and entered both a Prefix and a Last name, the Formal value populates automatically based on those entries (e.g., Ms. Smith).
   
   The Formal value updates automatically when you update the Prefix or Last name. However, manually editing the Formal field entry so that it no longer matches the values in those fields disables the automatic updates.
7. If you are adding a contact to a Client account, select the Contact only, Policy only, or Both Contact & Policy radio button in the Category frame.
   • Contact only: The contact will be unavailable for selection on Policy Detail screens (e.g. as a Driver or Employee).
   • Policy only: The contact will be unavailable for selection as a Contact on Activities, Claims, Invoices, etc.
   • Both Contact & Policy: The contact will be available in any area where a Client Contact can be looked up.
8. Optionally enter a Description for the contact.
9. In the Address section, select the Use account address checkbox if the contact's address is the same as the account address.
10. If you do not select the Use account address checkbox, select the checkbox(es) to indicate the Type of address:
    • Mailing
    • Billing

Note: These checkboxes only identify the address as a mailing and/or billing address in Contact Detail. Use the address Description to assist you in locating the appropriate mailing or billing address when looking up contacts and/or addresses in other areas of the system.

11. If you want to pull an address into this record from an existing ACORD form, click the lookup button in the corner of the Address field to open the Address Lookup.
    
    To enter an address manually, click in the large field in the Address/Phone Number section. Enter the Street, City, State/Province, and County (if applicable) in the highlighted fields.

    The Address Lookup pulls information in from the following areas:

    • Business Owners Premises
    • Canadian Habitational Applicant and Locations
    • Contact Details
    • Com AP Premises
    • Flood Applicant
    • Ontario Auto Applicant
    • Personal AP Locations
    • Worker’s Compensation Locations

    Follow the steps below on the Address Lookup screen.

    1. Select the Include history policies checkbox if you want to include history policies in the list.
    2. Optionally use the search bar to narrow the list.
       1. Make a selection in the first dropdown menu:
          • Contact Name
          • Policy Type
          • Policy Number
          • Site ID
       2. Make a selection in the second dropdown menu:
          • Equals: Enter the entire contact name, policy type, or policy number in the field provided.
          • Contains: Enter at least one letter of the contact name, policy type, or policy number in the field provided.
       3. Click Find or press [Enter].
    3. Click on the correct item in the list.
    4. Click Finish to pull the selected address into the contact's account detail.

    Click Cancel to close the window without pulling an address into the contact detail.

12. Enter the ZIP/Postal code, or click the lookup button to look up the code.
    1. Make a selection from the Search where dropdown to indicate your preferred search method.
       • If you selected ZIP Code/Postal Code or City:
       • 1. Select Begins with or Contains from the second dropdown menu.
         2. Enter at least one character of the desired zip code/postal code or city and click Locate or press [Enter]. If more than 500 results are found, you must enter more than one character.
       • If you selected State Code or Province Code, the second dropdown defaults to Equals and cannot be changed. Enter the two-character abbreviation for the state/province and click Find or press [Enter].
    2. Click to highlight the appropriate zip code in the list and click OK or press [Enter].
13. Optionally enter a Description for that address, or select a new Description from the dropdown menu.
    
    Note: Typing a description might not be an option, depending on how your organization has set up address descriptions. See Contact Description Configuration for more information.
14. Enter a Site ID if applicable.
    
    Note: Site IDs allow you to enter specific address location numbers. This user-defined number is available throughout the system for servicing, billing, and reporting purposes.
15. In the Primary Number section, select Business, Fax, Mobile, Other, or Residence from the dropdown menu.
16. Enter the contact's Number.
    
    Phone numbers require a Country code in addition to the local number. The Country code for the United States and Canada is 1. To locate a different country code, click on Country and select the correct country in the dropdown menu.

Enter the remainder of the phone number in the field.

Note: See Telephone Country Codes Configuration for instructions on adding, editing, or removing a country code.

17. If the contact has opted in to receive SMS messages at this number and you have enabled SMS messaging in System Settings, select the SMS checkbox. You are prompted, “Would you like to enable conversational SMS for this contact?” Click Yes, if the contact wants to engage in individual text conversations with users at your agency.
    
    Important! You must obtain a contact’s consent before sending them SMS messages. Familiarize yourself with Canadian laws on text communications before you begin using this functionality.
18. Optionally enter a Description of the phone number (e.g., Home or Cell).
19. Repeat steps 15-18 to enter a Fax number.
20. Make a selection in the Permission dropdown menu to indicate whether you have permission to call the contact at this number:
    • Did Not Obtain
    • Obtained
    • Please Do Not Call
21. In the SMS Opt-Ins frame, select Conversational SMS if the contact would like to communicate with your brokerage on an individual basis via SMS messaging.
22. If the contact wants to receive bulk texts of any kind (account notices, weather alerts, and/or marketing campaigns), select Marketing SMS. You must use the Bulk SMS Opt-In Status link on the Contact Info tab obtain the contact’s consent for each message type they want to receive before you can begin sending the contact bulk texts of any kind.
23. In the Primary Email section, enter the contact's Email address and a Description for it.
    
    Note: To email the contact from this screen, click the Email button beside the email field. An email opens with that address in the To field.
24. Classifications describe the contact's association with the account. Assigning classifications allows you to identify contacts on activities and in reporting options. To add a classification, click the Add button in the Classifications section, or press [Insert] with focus on the section. A list of all available classifications displays in the Add Classifications pop-up window. Select the checkbox for each classification you want to add to the contact.
• Click Add to apply the selected classifications and continue making selections. After you click the Add button, the applied classifications no longer display in the list.
• Click Finish to apply the selected classifications and close the Add Classifications window.
• Click Cancel to close the Add Classifications window and discard any changes.
25. Enter Comments about the contact if necessary.
26. You can click Finish or press [Enter] to end the workflow at this point. However, it is advisable to click Detail and add the rest of the contact information at this time.
    
    Click Cancel or press [Esc] to exit the workflow without saving the information. You are prompted, "Do you wish to discard changes?" Click Yes.
    
    Click Detail to add more information. Continue to step 27.
27. The top half of the Contact Detail screen has Contact, Address, Classifications, and Comments sections. The tabs on this screen vary, depending on whether the contact is an individual or a business.
• Contact Info

  This tab contains phone numbers, email addresses, and contact preferences for the contact.

  1. Update or add phone numbers and email addresses as necessary (see steps 15-22).
     
     Note: To email the contact from this screen, click the Email button to the right of the email field. An email opens with that address in the To field.

  2. If applicable, enter a Website and a Description of the website.
     
     Note: To view the contact's website from this screen, click the Internet button to the right of the Website field. The website displays in your browser.
  3. Make selections under Preferred Contact Methods. When a contact is added to an item (e.g., transaction, certificate, or invoice), the system defaults the appropriate Contact/Distribute via value from that contact's detail.

  • Contact via: This is the contact's preferred method of contact.
  • • Email
    • Fax
    • Mail
    • Phone
    • SMS
  • Billing: This is the manner in which the contact prefers to receive statements and invoices. This selection defaults as the delivery method when statements and invoices involving this contact are created.
  • • Email
    • Fax
    • Mail
  • Servicing: This is the manner in which the contact prefers to receive materials on client servicing matters. This selection defaults as the delivery method when servicing items involving this contact are created (e.g., certificates, policies).
  • • Email
    • Fax
    • Mail
  • Marketing: This is the manner in which the contact prefers to receive marketing materials.
  • • Do Not Market
    • Email
    • Fax
    • Phone
    • Mail
  • Language: This is the contact's language/dialect, which determines the default language for any attachments created for the contact via document merge. Languages that currently have a Status of Active in Contact Language Configuration are available for selection.

  Contact history displays but cannot be changed.

  4. Make selections in the Marketing Opt-Ins frame to indicate all methods by which the contact has consented to receive special offers from your organization. Checkboxes are active only if you made a selection in the Marketing menu in the previous step.
  • Phone
  • Fax
  • SMS
  • Mail
  • Email
  • 3rd Party

  Select the 3rd Party checkbox to indicate whether you have requested and received a client’s consent to supply their personal information to third parties for marketing purposes.

  A Last updated placeholder and a Marketing Preferences Reviewed button may display. The placeholder records the user who last made changes to the contact’s marketing preferences, with a timestamp. The Marketing Preferences Reviewed button allows you to update the placeholder to indicate that you have reviewed the contact’s preferences even if you make no changes. Your organization may require you to review marketing preferences regularly to maintain regulatory compliance. You can perform this review when you edit contact detail.

  If applicable, use the Marketing Automation Opt-Ins link to access a contact's Applied Marketing Automation information (such as their email history, list membership, and subscription preferences). Selecting the Email checkbox opts the contact into all Marketing Preferences options for Applied Marketing Automation (e.g., Newsletters, General Communications, Product Offerings, Compliance and Legislative updates, Events, and Safety and Preparedness). Deselecting the Email checkbox opts the contact out of all Marketing Preferences options. To select individual preferences for the contact, click the Marketing Automation Opt-Ins link, followed by the Manage Preferences button.

  5. In the SMS Opt-Ins frame, select the Conversational SMS checkbox if the contact would like to communicate with your brokerage on an individual basis via text messaging. This selection applies to text conversations unique to this client, not to templated bulk SMS messages.
  6. If the contact wants to receive bulk text messages of one or more types, click the Bulk SMS Opt-In Status link. In the Bulk SMS Opt-In Status pop-up window, click the Send Invite link for each type of message the contact wants to receive.
  • Account: Notifications of changes to the contact’s account
  • Marketing: Special offers from your organization

  Your organization must have Contact Info defined in SMS Template Configuration before you can send bulk text messages, including invites.

• Business Info
  1. Make a selection in the Business type dropdown menu. If you choose Other, enter the business type in the If "Other" field.
  2. Enter the correct number in the Number members/managers field.
  3. Select a Credit bureau name in the dropdown menu. If you choose Other, enter the credit bureau name in the If "Other" field.
  4. Enter the business's ID number.
  5. Type a date in the Date business started field, or click the down arrow to the right of the field to choose a date from the dropdown calendar.
  6. Choose the Nature of business in the dropdown menu. If you select Other, enter the nature of business in the If "Other" field.
  7. Enter the NAICS manually, or click the lookup button to the right of the field to locate the NAICS code. Hover over the NAICS field to display the description of the selected code.
     1. In the Search By frame, select a Category, or search by <All> categories.
     2. Enter a Search term (required if you search by <All> categories), or leave the Search field blank to view all NAICS codes for the category you selected.
     3. Click Search or press [Enter].
     4. Select the desired code in the list and click Finish, or click Cancel to close the NAICS Lookup window without selecting a code.
  8. Enter the D-U-N-S.
  9. Enter the SIC manually, or click the lookup button to the right of the field to locate the SIC code. Hover over the SIC field to display the description of the selected code.
     1. In the Search By frame, select a Category, or search by <All> categories.
     2. Enter a Search term (required if you search by <All> categories), or leave the Search field blank to view all SIC codes for the category you selected.
     3. Click Search or press [Enter].
     4. Select the desired code in the list and click Finish, or click Cancel to close the SIC Lookup window without selecting a code.
  10. Enter the following contact-level business and employee benefits information:
      
      For the Market Type, Market size, and Company payroll fields, you may only be able to enter data via lookup if your administrator has set these fields to be read-only.

  • Market type: Enter the Market type, or click the lookup button , and select a description from the Market Type list. Click Finish.

  • Market size: Enter the Market size , or click the lookup button , and select a description from the Market Size list. Click Finish.

  • Company revenue: Enter the company revenue amount.

  • Company payroll: Enter the company payroll amount.

  • Company payroll cycle: Enter the Company payroll cycle, or click the lookup button , and select a description from the Payroll Cycle list. Click Finish.

  The data entered here will default in the corresponding fields in the Policy Information section when you add new policies. However, when you renew a policy, the Policy Information still populates based on the information on the expiring policy.

  11. Brokerages in the United Kingdom use the Employer Reference Number and Exempt Status in the ELTO frame for regulatory compliance. These fields are not relevant to North American organizations.
• Driver
  1. Enter the contact's Driver's license #. Click the padlock button to hide the information in this field (if you must leave your desk, for example). After several seconds, the information is hidden automatically (each character is replaced with an X) . To view or revise information in this field, click on the padlock again.
  2. Select the State licensed.
  3. Choose a Driver Type.
  1. Deferred Driver
  2. Excluded
  3. Unlicensed
  4. Unrated Driver
  4. Enter the Date licensed, or click the down arrow to the right of the field to select the date from a dropdown calendar.
  5. Make a selection in the Good Student dropdown menu if applicable:
  1. College Graduate
  2. Credit may apply
  3. Does not apply
  6. Select the Student over 100 miles checkbox if applicable.
  7. Choose an item in the Driver training dropdown if applicable:
  1. Advance Motorcycle Training Credit May Apply
  2. Auto & Advance Motorcycle Training May Apply
  3. Auto & Motorcycle Driver Training May Apply
  4. Auto Driver Training Credit Does Not Apply
  5. Auto Driver Training Credit May Apply
  6. Motorcycle Driver Training Credit May Apply
  8. If applicable, enter the Accident prevention course date, or click the down arrow to the right of the field to select the date from a dropdown calendar.
  9. If applicable, enter the Commercial experience began date, or click the down arrow to the right of the field to select the date from a dropdown calendar.
• Personal
  1. Select the contact's Gender.
  2. Choose the contact's Marital status from the dropdown menu.
  3. Enter the contact's Date of birth, or click the down arrow to the right of the field to select the date from a dropdown calendar. The contact's age is calculated automatically to the right.
  4. If applicable, enter the contact's Social Security #. Click the padlock button to hide the information in this field (if you must leave your desk, for example). After several seconds, the information is hidden automatically (each digit is replaced with an X) . To view or revise information in this field, click on the padlock again.
  5. If applicable, enter the contact's Social Insurance #. Click the padlock button to hide the information in this field (if you must leave your desk, for example). After several seconds, the information is hidden automatically (each digit is replaced with an X) . To view or revise information in this field, click on the padlock again.
  6. If applicable, enter the contact's National Insurance #. Click the padlock button to hide the information in this field (if you must leave your desk, for example). After several seconds, the information is hidden automatically (each digit is replaced with an X). To view or revise information in this field, click on the padlock again.
• Identification Numbers

  In the Identification Numbers area, you can add, edit, or delete identification numbers and related information for the contact.

  • Add an Identification Number
    1. Click the Add button to the left of the list, or press [Insert] on your keyboard with focus on the list.
    2. The Add Identification Number pop-up window displays. Choose the identification number Type.
    3. The Description populates automatically but you may edit it if necessary.
    4. Enter the Identification Number.
    5. Click Add to add another identification number. When you have entered all numbers, click Finish.
  • Edit an Identification Number
    1. Click to highlight the identification number.
    2. Do one of the following:
    1. Click the Edit button to the left of the list.
    2. Press [Enter] on your keyboard.
    3. Double click the identification number.
    3. Make the necessary changes in the Edit Identification Number pop-up window and click Finish.
  • Delete an Identification Number
    1. Click to highlight the identification number.
    2. Click the Delete button to the left of the list or press [Delete] on your keyboard.
    3. You are prompted, “Do you wish to delete this record?” Click Yes.
• Employer
  1. Enter the contact's Employer.
  2. Enter the contact's Department.
  3. Enter the contact's Title.
  4. Enter the contact's Occupation.
  5. Enter the Date hired, or click the down arrow to the right of the field to select the date from a dropdown calendar.
  6. Enter the Years with prior employer.
  7. In the Employer's Address section, select the Use account's address checkbox if the employer address is the same address as the account to which the contact belongs.
     
     If the employer's address is different, click in the large field in the Address/Phone Number section. Enter the Street, City, Province, and Postal Code in the highlighted fields that display.
  8. Add a Description of the address if desired.
  9. Click the Finish button to populate the address field with the selected address, or click Cancel to abandon your changes.
• Payment Methods

  Entering payment information on this tab enables you to schedule direct withdrawals from the contact’s bank account via the Add a Payment Transaction workflow.

  You can enter the same payment method for more than one contact on an account, or for contacts on different accounts.

  • To add a payment method, click the Add button to the left of the list. The Payment Method window displays.

  1. 1. Select a payment Method.
     2. The name of the contact defaults as the Name on account, but you can revise it if necessary.
        
        For information on capitalization settings that may be applied to proper names automatically, click here.
     3. Enter a Description of this payment method.
     4. Specify whether this is a Checking or Savings account.

     5. Select a Country of Operation.

        • If you select United States of America, enter the Account number and Routing number. Once you have entered these numbers, they are locked down for security purposes and display as X’s. To view or edit them, you will need to click the padlock to unlock the fields.
        • If you select Canada, enter the Account number, Routing Number, Institution number, and Transit number. Once you have entered these numbers, they are locked down for security purposes and display as X’s. To view or edit them, click the padlock to unlock the fields.
        • If you select United Kingdom, enter the Account number and Sort code. Once you have entered these numbers, they are locked down for security purposes and display as X’s. To view or edit them, click the padlock to unlock the fields.
     6. Enter the Name of institution.
        
        For information on capitalization settings that may be applied to proper names automatically, click here.
     7. Enter the Institution phone number.
     8. Select an Authorization status (Authorization Denied, Authorized, Not Authorized, or Pending Authorization). Only payment methods with a status of Authorized will be available for use when you enter payment transactions.
     9. If applicable, select the Authorization date.
     10. Add any relevant information to the Comments section.
     11. Click Add to complete this entry and add another payment method.
         
         Click Finish to add this payment method and close the Payment Method screen.
         
         Click Cancel to close the screen without saving your changes.

  • To edit an existing payment method, select the method and click the Edit button to open the Payment Method window.
    
    If the payment method is in use for a transaction that has been processed in the Receipts area, you are prompted, “This payment method is currently in use by one or more processed or transmitted transactions. Would you like them to use the updated information?” Click Yes to apply the update to all transactions using this method, or No to apply the update only to outstanding transactions.
  • To delete a payment method, select the method and click the Delete button . You are prompted, “Do you wish to delete this record?” Click Yes.
    
    Note: You cannot delete a payment method that has already been used on a transaction.
28. Close the screen when you have made the desired changes. Your changes are saved automatically.