Accident Fund - Agent Services: Agent Council


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Department:

Date Open:

9/11/2007

State/Region:

Issue:

Accident Fund needs to provide the officer exclusion form with the agent�s copy of the policy. Not doing so creates extra work at the agency, requiring a lot of time and adding additional steps to the agency�s work flow.

Actions:

Accident Fund is in the process of resolving this issue and it will be completed in Second Quarter 2008.

Status:

Open

Department:

Claims

Date Open:

9/6/2007

State/Region:

Issue:

Council members reported that the claim number on the initial written communication does not match the claim number in the system or on the mod sheet.

Actions:

The issue of the claim number not matching at various points within the system will be resolved with the claims system upgrade. However, as that upgrade is not slated for the near future, the short-term solution is that all claims receive contact.

Status:

Open

Department:

Claims

Date Open:

8/22/2007

State/Region:

All Regions

Issue:

Council noted the importance of being able to direct policyholders to Occupational physicians from the Accident Fund Web site.

Actions:

Accident Fund is working to improve this feature on the Web site.

Status:

Open

Department:

Marketing

Date Open:

8/8/2007

State/Region:

All Regions

Issue:

Develop a system for capturing agency licensing data. There was council consensus that this should be online and pre-filled so that agencies need to update annually.

Actions:

Accident Fund is in the process of researching system solutions.

Status:

Open

Department:

Date Open:

2/5/2007

State/Region:

Issue:

Council strongly encouraged Accident Fund to send a final cancellation notice, noting that it possibly sets the agents up for an errors and omission exposure.

Actions:

This will be implemented second quarter 2008.

Status:

Open

Department:

Date Open:

2/2/2007

State/Region:

Issue:

The council recommended setting a premium threshold of greater than $20k to withhold the invoice. This would allow agents more time to review the account with policyholders before they see the invoice from Accident Fund.

Actions:

Under review as a part of the billing project.

Status:

Open

Department:

Claims

Date Open:

10/17/2006

State/Region:

Northern Michigan

Issue:

Offer a Return-to-work hotline so that agents can receive expert claims advice quickly. Agents often have questions at the outset of a claim, before an examiner is assigned, or when a claim status is med-only.

Actions:

Under review.

Status:

Open

Department:

Service

Date Open:

9/28/2006

State/Region:

Issue:

Due to the difficulity of finding documents in media view (given the volume that is there now), Accident Fund should purge documents periodically.

Actions:

Accident Fund is improving document repository as a whole and will improve this ease-of-use in the long term.

Status:

Open

Department:

Claims

Date Open:

6/8/2006

State/Region:

Issue:

Offer a late reporting notice as part of the agent inbox notifications for claims reported more than eight days late.

Actions:

This will be considered with a the claims system upgrade.

Status:

Open

Department:

BD / I & P

Date Open:

6/8/2006

State/Region:

Issue:

When implementing EFT, do not sweep the policyholders' accounts on audits. Also, provide the billing electronically and offer a schedule so that the policyholders cannot "forget" to pay.

Actions:

Accident Fund is upgrading systems support EFT functionality. These recommendations will be considered when implementing the project.

Status:

Open

Department:

Claims

Date Open:

6/7/2006

State/Region:

Issue:

Provide the first completed report of injury to the agency in a PDF format.

Actions:

This issue will be addressed with the Web strategy.

Status:

Open

Department:

BD / I & P

Date Open:

6/2/2006

State/Region:

Northern Michigan

Issue:

Download the commission statement directly into the agency management system.

Actions:

Download of direct bill commission statement is currently under review.

Status:

Open

Department:

Date Open:

5/31/2006

State/Region:

Issue:

Provide agents with a breakdown of commission vs. non-commission items on policies. At a minimum, provide a key to where/when commission is issued and where/when it is not.

Actions:

Under review.

Status:

Open

Department:

Claims

Date Open:

5/16/2006

State/Region:

MO/KS

Issue:

When developing an online claims system, Accident Fund should provide the agent with a claim timeline.

Actions:

This issue will be resolved with the claims system upgrade slated for late 2008.

Status:

Open

Department:

Claims

Date Open:

5/12/2006

State/Region:

MO/KS

Issue:

Provide state-specific online claims reporting forms.

Actions:

This issue will be addressed with the Web strategy.

Status:

Open

Department:

Claims

Date Open:

5/11/2006

State/Region:

SE Michigan

Issue:

Council members would like access to claims information, such as: adjuster�s name; basic tracking of claims; reserve changes; whether or not benefits have been terminated; and whether the claim is under investigation.

Actions:

This issue will be addressed with the claims system upgrade slated for late 2008.

Status:

Open

Department:

Date Open:

5/2/2006

State/Region:

Issue:

Look at a procedure to research an account�s bill; notify the agent (preferably via agent inbox or e-mail) if an account is past due or reflects uncollected audits.

Actions:

Accident Fund's billing systems and processes will be reviewed in 2007.

Status:

Open

Department:

QSS

Date Open:

5/2/2006

State/Region:

Issue:

Improve the system�s description of a bureau criticism so agents can view the crit�s status via the Web.

Actions:

Under review with the Web strategy.

Status:

Open

Department:

Date Open:

4/20/2006

State/Region:

Service Council

Issue:

Provide blank supplemental forms offer inclusion/exclusion forms to print from the Web-site.

Actions:

Will address in 2008.

Status:

Open

Department:

BD / I & P

Date Open:

4/20/2006

State/Region:

Service Council

Issue:

Offer an online tutorial for new agency employees.

Actions:

Accident Fund is looking at ways to provide system training to new agency employees. Anticipate that online and other options will be available in 2008.

Status:

Open

Department:

Date Open:

9/30/2005

State/Region:

Northern Michigan

Issue:

Provide access to the inbox without an account name, and also change the system so that the resulting data does not go back by year when viewing the policy number.

Actions:

Under review.

Status:

Open

Department:

Date Open:

9/16/2005

State/Region:

SE Michigan

Issue:

Write business in Florida, California and New York.

Actions:

Accident Fund is in the process of filing for all three states and is currently at the mercy of the state.

Status:

Open

Department:

Claims

Date Open:

6/17/2005

State/Region:

Issue:

Provide all of the claims information during the claim notification email (form 445, date of loss, claimant�s name and claim number).

Actions:

Will be considered with new claims system.

Status:

Open

Department:

Claims

Date Open:

5/13/2005

State/Region:

SW Michigan

Issue:

Provide an online injury report form to prevent the report from being filed unless all of the information is completed. If information were missing from a field, a pop-up box would indicate that the information needs to be completed before proceeding.

Actions:

This issue will be addressed with the Web strategy.

Status:

Open

Department:

Claims

Date Open:

5/1/2004

State/Region:

All Regions

Issue:

Allow access to claims adjuster notes. (Requested again during Spring 2005 meetings.)

Actions:

Accident Fund is working on providing online accessibility to detailed claims notes. Reserving rationale, status updates, appointment dates and other supporting notes are being considered for delivery through our online channel.

Status:

Open

Department:

Date Open:

5/1/2004

State/Region:

Issue:

Add billing history.

Actions:

Accident Fund's billing systems and processes will be reviewed in 2008.

Status:

Ongoing

Department:

Date Open:

5/1/2003

State/Region:

SW Michigan

Issue:

Have billing and commission reports available online.

Actions:

Accident Fund's billing systems and processes will be reviewed in 2008.

Status:

Open

Open Issues
Completed Issues