Lost Business Log - Home

1. Lost Business Log - Home • The purpose of the Lost Business Log is two fold. By tracking lost business, the first piece of valuable information you will obtain is the profile of customers most likely to leave you. Once you have identified them, you can look at current customers who share those characteristics and proactively go after them. The second valuable piece is going to be the ability to track and re-solicit those customers whom have already left you. • First set up the fields you are going to be using to track lost business show in Step #1. Begin tracking your lost business by having your CSR’s producers enter in the necessary information at the time of loss shown on Step #5. (Make sure to run expiration reports monthly to make sure that this information is accurate. Company downloads may alter this, so you will want to make sure that the information is current and accurate.) • After 60 days of tracking, follow the tutorial to run a report to identify these lost customer’s: deductibles, limits of liability, number of mono-line policies, and payment type, which is show on Step #12. These factors should be the fields in your search. • Once the report is generated you will want to scrub it for people who have either passed away, or moved. Work with your SE to identify the trends in your lost business (customers with low limits of liability, low deductibles, etc.) If you have already run this report and saved your criteria, and wanted to open saved criteria, go to Step #23. • Another good use of the lost business report, is to re-solicit lost business. After you have tracked the customers that left you and scrubbed the list, you can use this same report as a mailing list of those former customers to send them a ‘Win-back’ letter. • Once you have identified those trends you will want to review the tutorials and run reports for policies expiring within the next 60 days with the identified specific criteria (ie. Limits of liability less than X, etc.) shown on Step #24. If you have already run this report and saved your criteria, and wanted to open saved criteria, go to Step #42. • After you have identified these customers, you will want to communicate with them prior to renewal with your recommendations (ie. Increasing their coverages, etc.)

2. Step #1- Setting up Fields • Double click on ‘The Agency Manager’ icon ( ) on your desktop. • This will bring you to your agency management system home page seen below • Select the “Utilities” tab along the left side of your screen Version Purpose: Here we are going into your system to set up the fields you are going to be working with in your client detail screen

3. Step #2 • Double click on the following options: • ‘General > Field Defaults’ • Click on ‘User Defined Field 2’ • Click on the arrow Here you are defining the ‘User Defined Fields’ which are fields left for the user of the system to define for whatever purposes they choose

4. Step #3 • If there are already fields in there, you can delete them by highlighting them and selecting ‘Delete’- • To add to them, click ‘Add’ • Enter in a 2-digit code for your reason of lost business in the ‘Code’ field • Enter in the description of the lost business • Select ‘Cancel’ when you are complete • This will bring you back to the main utilities page, exit utilities User Defined Field 2 should just be used for Lost Home, for consistency purposes. Begin every description with ‘Lost Home’ followed by the reason, Dead, Moved, etc.

5. Step #4 • Click on your Start > Programs > Applied Systems > TAM Reports Reindex • You will be prompted with “Ok to build Indexes” • Select ‘Yes’ Here you are adding in your new user defined fields into your reports criteria

6. Step #5 – Coding Clients • Go to the TAM homepage • Go to ‘Clients & Files’ Here we are going to show you how to enter in the necessary information at the time of loss

7. Step #6 • Double click on the clients name

8. Step #7 • Click on the Policy list of the client

9. Step #8 • Double click on the policy that they are cancelling

10. Step #9 • Double click on the field next to ‘Status’ • Select the status of the policy • Select ‘OK’

11. Step #10 • Change the expiration date to the date that the policy will expire, ie. Today • Select ‘OK’ when complete Important: Make sure to run expiration reports monthly to make sure that this information is accurate. Company downloads may alter this, so you will want to make sure that the information is current and accurate.

12. Step #11 • Go back to the ‘Customer Detail’ screen • Double click on the second blank field under ‘User Fields’ • Select the reason why your customer has left your agency • Select ‘OK’ when complete Make sure to only use ‘User Defined Field 2’ when they are cancelling home. By selecting their reason for leaving, it will help in the manual scrubbing process that occurs after a report is run for lost business.

13. Double click on ‘The Agency Manager’ icon ( ) on your desktop. • This will bring you to your agency management system home page seen below • Select the “Reports” tab along the left side of your screen Step #12 – To Run the Profile and Tracking Report

14. Step #13 • Click on the ‘Report Selection’ tab • Click on the ‘Search’ tab • Highlight ‘Search – Customers’ • Highlight ‘Form-Homeowners’ Here we are running search report for ‘Homeowners’ clients. This report will show us detailed information about their home policies

15. Step #14 • Click on the ‘Criteria’ tab This is the section of the report where you define the customer you are looking for. You will want to be careful when narrowing your search as each line item is an ‘AND’ statement. When you select specific criteria, it is looking for customers who fit ALL of the criteria selected. If too many of the line items are specified, the results may be skewed in the report. In this next section we will identify some of the key filters to begin with.

16. Step #15 • Double click on ‘User Field 2’ • Double click on all of the options you are interested in looking into • Select ‘OK’ when complete Here, you are adding a filter to include all of the following reason codes

17. Step #16 • Double click on ‘Record Listings’ • Highlight ‘Only One Per Customer’ • Select ‘OK’ when complete Here we are only interested in seeing the clients name once, because we will only want to send them one mailing

18. Step #17 • Double click on ‘Expiration Date’ • Select the dates you are interested in seeing • Select ‘OK’ Here you are looking for policies that have expired within the last 60 days

19. Step #18 • Click on ‘Save Criteria’ • Enter in the title of your report into the ‘Report Title’ field • Select ‘OK’ when complete Purpose: By saving your report, you can run the same report on a regular basis (ie. Monthly, Quarterly). Hint: Save with a standardized name for your records

20. Step #19 • Click on Fields/Sort tab • For address information, click on the ‘Address’ field • Scroll to ‘Homeowners App’ under ‘Data File Choice’ • Double click on the fields you would like to appear as a column in your report: • We have chosen to look up: • Customer Number • Customer Name • Customer Street • Customer City • Customer Zip Code • Dwelling Limit (A) • Other Structures Limit (B) • Personal Prop Limit (C) • Loss of Use Limit (D) • Personal Liability Each Occ (E) • Med Pay Each Person (F) • Deductible All Perils • Expiration Date of Policy • Direct Bill

21. Step #20 • Select ‘Customer Data’ under ‘Data File Choices’ • Double click on ‘Marketing Plan’ ‘User Field 2’ and ‘Phone Residence’ • Click on ‘Save’ If you are tracking source to sale, it is going to be important to see where these clients with low limits came from. Select phone number if you are interested in following up with these clients via the phone

22. Save #21 • Click on the ‘Report Selection’ tab • Click on the radio button in front of ‘Excel-Raw Data’ • Select ‘Run’ • Select the radio button next to ‘Send output to a new file name’ • Provide a title of your report in the ‘File Name’ field • Click on “OK” when complete • You will be prompted with • A series of questions • Including: • 1. Ok to run report/search - • select ‘Yes’ • 2. Ok to create new file - • select ‘Yes’ • 3. Copy Complete, Load • Excel Now - select ‘Yes’ • The report will generate to • which ever option you choose

23. Step #22 The output of the report will reflect all of the fields chosen, but may not appear in the same order

24. Step #23 • Click on ‘Load Criteria’ • Highlight the report you want to run • Select ‘OK’ • The report will open, the only thing you should have to change are the dates you are looking for Purpose: After you have saved your criteria, you will want to reuse the same criteria every time you run the report for accuracy. In this step you are loading this criteria from the last time you ran your report.

25. Double click on ‘The Agency Manager’ icon ( ) on your desktop. • This will bring you to your agency management system home page seen below • Select the “Reports” tab along the left side of your screen Step #24 – To Run Future Expiration Reports

26. Step #25 • Click on the ‘Report Selection’ tab • Click on the ‘Search’ tab • Highlight ‘Search – Customers’ • Highlight ‘Form-Homeowners’ Here we are running search report for ‘Homeowners’ clients. This report will show us detailed information about their home policies

27. Step #26 • Click on the ‘Criteria’ tab This is the section of the report where you define the customer you are looking for. You will want to be careful when narrowing your search as each line item is an ‘AND’ statement. When you select specific criteria, it is looking for customers who fit ALL of the criteria selected. If too many of the line items are specified, the results may be skewed in the report. In this next section we will identify some of the key filters to begin with.

28. Step #27 • Double click on ‘Record Listings’ • Highlight ‘Only One Per Customer’ • Select ‘OK’ when complete Here we are only interested in seeing the clients name once, because we will only want to send them one mailing

29. Step #28 • Double click on ‘Expiration Date’ • Select the dates you are interested in seeing • Select ‘OK’ A good place to start would be policies expiring 60 days into the future

30. Step #29 • Double click on ‘Direct Bill’ • Select ‘No’ • Select ‘OK’ If you are interested in seeing which clients are not paying by direct bill, you will want to specify that in this step

31. Step #30 • Double click on ‘Dwelling Limit (A)’ • Enter in the range of limits you are interested in seeing We have chosen to look at clients who have $200,000 or less for their Dwelling coverage. This number can be altered at your agencies discretion

32. Step #31 • Double click on ‘Other Structures Limits (B)’ • Click on the radial button next to ‘Range of Values’ • Click on the radial button next to ‘Numeric’ • Select the range of values you are looking for by filling in the ‘From’ and ‘To’ fields • Select ‘OK’ when complete Here we are looking for clients who have under $20,000 in this coverage

33. Step #32 • Double click on ‘Personal Property Limit (C)’ • Click on the radial button next to ‘Range of Values’ • Click on the radial button next to ‘Numeric’ • Select the range of values you are looking for by filling in the ‘From’ and ‘To’ fields • Select ‘OK’ when complete Here we are looking for clients who have under $200,000 in this coverage

34. Step #33 • Double click on ‘Loss of Use Limit (D)’ • Click on the radial button next to ‘Range of Values’ • Click on the radial button next to ‘Numeric’ • Select the range of values you are looking for by filling in the ‘From’ and ‘To’ fields • Select ‘OK’ when complete Here we are looking for clients who have under $20,000 in this coverage

35. Step #34 • Double click on ‘Personal Liability Each Occ (E)’ • Click on the radial button next to ‘Range of Values’ • Click on the radial button next to ‘Numeric’ • Select the range of values you are looking for by filling in the ‘From’ and ‘To’ fields • Select ‘OK’ when complete Here we are looking for clients who have under $30,000 in this coverage

36. Step #35 • Double click on ‘Med Pay Each Person (F)’ • Click on the radial button next to ‘Range of Values’ • Click on the radial button next to ‘Numeric’ • Select the range of values you are looking for by filling in the ‘From’ and ‘To’ fields • Select ‘OK’ when complete Here we are looking for clients who have under $10,000 in this coverage

37. Step #36 • Double click on ‘Deductible All Perils’ • Click on the radial button next to ‘Range of Values’ • Click on the radial button next to ‘Numeric’ • Select the range of values you are looking for by filling in the ‘From’ and ‘To’ fields • Select ‘OK’ when complete Complete this step if you are interested in adding All Perils deductibles into your filter

38. Step #37 • Click on ‘Save Criteria’ • Enter in the title of your report into the ‘Report Title’ field • Select ‘OK’ when complete Purpose: By saving your report, you can run the same report on a regular basis (ie. Monthly, Quarterly). Hint: Save with a standardized name for your records

39. Step #38 • Click on Fields/Sort tab • For address information, click on the ‘Address’ field • Scroll to ‘Homeowners App’ under ‘Data File Choice’ • Double click on the fields you would like to appear as a column in your report: • We have chosen to look up: • Customer Number • Customer Name • Customer Street • Customer City • Customer Zip Code • Dwelling Limit (A) • Other Structures Limit (B) • Personal Prop Limit (C) • Loss of Use Limit (D) • Personal Liability Each Occ (E) • Med Pay Each Person (F) • Deductible All Perils • Expiration Date of Policy • Direct Bill

40. Step #39 • Select ‘Customer Data’ under ‘Data File Choices’ • Double click on ‘Marketing Plan’ and ‘Phone Residence’ • Click on ‘Save’ If you are tracking source to sale, it is going to be important to see where these clients with low limits came from. Select phone number if you are interested in following up with these clients via the phone

41. Save #40 • Click on the ‘Report Selection’ tab • Click on the radio button in front of ‘Excel-Raw Data’ • Select ‘Run’ • Select the radio button next to ‘Send output to a new file name’ • Provide a title of your report in the ‘File Name’ field • Click on “OK” when complete • You will be prompted with • A series of questions • Including: • 1. Ok to run report/search - • select ‘Yes’ • 2. Ok to create new file - • select ‘Yes’ • 3. Copy Complete, Load • Excel Now - select ‘Yes’ • The report will generate to • which ever option you choose

42. Step #41 The output of the report will reflect all of the fields chosen, but may not appear in the same order

43. Step #42 • Click on ‘Load Criteria’ • Highlight the report you want to run • Select ‘OK’ • The report will open, the only thing you should have to change are the dates you are looking for Purpose: After you have saved your criteria, you will want to reuse the same criteria every time you run the report for accuracy. In this step you are loading this criteria from the last time you ran your report.