PolicyCenter Job Aid

Personal Lines

Agent Activities Overview

What Activities are the most common means of communication between agents
and Citizens. Activities eliminate the need to email or fax information. They
can be system generated or manually created. System-generated activities
provide status updates or request information, while manual activities are
created by system users to request action on a policy.

Use this job aid to identify the different activities that you receive on your
Desktop and the activities that you can initiate in PolicyCenter®.

Who Agents

When • Any time you receive an activity on your Desktop

• When you need to initiate an activity in PolicyCenter
Note: Activities which do not require action will be automatically completed
after 60 days. Automatically completed activities can be accessed in two
ways:

From the Desktop

1. Select My Activities from the Desktop menu
2. Using the drop-down menu, select Closed in last 30 days

From the Search tab

1. Select Activities from the drop down menu
2. Complete the assigned to field or enter a specific policy or account
number
3. Select Complete in the Optional Criteria drop-down menu
4. Select Search

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Activities You Use this table to identify the types of activities that you receive on your
Receive Desktop:
Activity Name When will you What you should
receive these? do…
Transaction Issuance When a transaction Open the activity to
related to a access the transaction,
submission, policy and review the
change and/or renewal generated documents,
is issued. notes and possible
changes.
Notice of Policy When a change was Open the activity to
Change made to a submission access the transaction
resulting in a premium and review the reason
change. for the policy change.
Notice of Changes at When a change was Open the activity to
Renewal made to a renewal access the transaction
term. and review the reason
for the policy change.
Transaction When a transaction Open the activity to
Declinations related to a access the transaction
submission, policy and review the
change, and/or declination reason.
renewal is declined.
Transaction Withdrawal On the seventh Open the activity to
Alerts (7th day) calendar day after a access and complete
transaction has been (or withdraw) the
initiated, but you have transaction.
not completed.
Transaction Withdrawal On the fourteenth Create a new
Alerts (14th day) calendar day after a transaction, if needed.
transaction has been
initiated, but not
completed.
Transaction When a transaction is Create a new
Withdrawals withdrawn by the user. transaction, if needed.

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Agent Activities Overview, Continued

Activities You Activity Name When will you What you should
Receive, receive these? do…
continued
Policy Cancellations When a policy has Open the activity to
been cancelled or is access the transaction,
scheduled for and review the
cancellation. cancellation reason(s),
estimated change in
premium and any
generated documents.
Policy Reinstatements/ When a policy has Open the activity to
Rescissions been reinstated or a access the transaction
cancellation/non- and review any related
renewal has been documents.
rescinded.
Suite Activities When your request to Open the activity to
BillingCenter® has access the policy and
been completed. take further action
(policy change, online
payments etc.), if
needed.
Opt Out Confirmed When Citizens creates Open the activity to
and mails the opt-out access and review the
confirmation letter to letter.
the policyholder.
Depopulation Process When the depopulation Open the activity to
Initiated process has been view the deadline for
initiated and Citizens the Policyholder
has mailed the Choice Form, and
Depopulation Choices contact your customer
packet to the to discuss. Copies of
policyholder. all customer
correspondence are
available in the policy’s
Documents section in
PolicyCenter.
For more information,
see the Depopulation
Choices Program
Guide.

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Agent Activities Overview, Continued

Activities You Use this table to identify the types of activities that you receive on your
Receive Desktop that require action.
Requiring
Action
Activity Name When will you What you should do…
receive these?
Performance When Underwriting Open the activity to review
Violation- Issued has issued a the binding violation details.
Performance violation.
To dispute the Performance
violation, select Dispute
within the activity, provide a
detailed explanation in the
Dispute Notes section, and
select Link Document to
attach documentation
supporting the dispute.

For more information, see

the Disputing a
Performance Violation job
aid.
Late Submission When one or more Open the activity and take
Alert required documents further action, for example,
still are outstanding on upload all required
a new-business documents, or withdraw
submission five submission if coverage is no
calendar days after longer desired.
the effective date.
Late Submission When required Open the activity and
Violation documents on a new- dispute, if invalid.
business submission
are still outstanding 15
calendar days after
the effective date.

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Agent Activities Overview, Continued

Activities You Activity Name When will you What you should do…
Receive receive these?
Requiring
Review and When an A. Open the activity, and
Action,
Provide Additional Underwriter has select View Reasons for
continued
Information requested additional details of the Underwriter’s
information request.
B. Select Link
Document to attach
supporting
documents. If
necessary, add a
note to the Text box.
C. Select Return to
Underwriter by the due
date.
Review and When an A. Open the activity, and
Provide Additional Underwriter has select View Reasons for
Information – requested additional details of the Underwriter’s
Claim information request.
regarding proof of B. Select Link
repairs. Document to attach
supporting
documents. If
necessary, add a
note to the Text box.
C. Select Return to
Underwriter by the due
date.
Inspection Results When an A. Open the activity, and
Response Underwriter needs select View Reasons for
Required activity additional details of the Underwriter’s
information as a request.
result of an B. Select Link
inspection to Document to attach
determine eligibility. supporting
documents. If
necessary, add a
note to the Text box.
C. Select Return to
Underwriter by the due
date.

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Agent Activities Overview, Continued

Activities Activity Name When will you What you should do…
Requiring receive these?
Action,
continued
Request from UW When an A. Open the activity to
for Additional Underwriter has review what additional
Information requested information is needed.
additional B. Upload the requested
information. information from the
Actions menu as a
Required Document for
Underwriting to review.
USPS Notification When mail has To update the policy address
of Address Change been returned to records, submit a policy
Citizens from the change including the
United States following information:
Postal Service • Has the occupancy
(USPS). changed?
• Who occupies the
property?
• Has the policyholder
moved?
• Has the property been
sold?
• If the property is seasonal
or secondary, submit a
policy change to update
the months unoccupied
during the year.
Is the property now vacant or
unoccupied?

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Agent Activities Overview, Continued

Agent- Use this table to identify the activities that you can initiate in
Initiated PolicyCenter.
Activities
Select From the… If you need to…
General Reminder Reminder submenu Create a follow-up activity for
under New Activity yourself.
menu
Review Sinkhole Request submenu Request a review for Sinkhole
Coverage under New Activity Loss coverage. Also used
Request menu when Sinkhole Loss coverage
needs to be removed.
Request for Request submenu Request for reinstatement of a
Reinstatement under New Activity policy that has been cancelled
menu or is scheduled for
cancellation.
Request for Request submenu Request a policy change to
Change at under New Activity be made effective at renewal.
Renewal menu
Request review Request submenu Upload and Request review of
for Proof of Repair under new Activity Proof of Repair documents.
menu
CL Roof/Electrical Request submenu Upload and Request review of
Update under new Activity proof of roofing or electrical
menu updates.
Request to Request submenu Request a change to the pay
Change a under New Activity to plan.
PayPlan BC Billing Center menu
Request to Create Request submenu Request Citizens to add a
a New Mortgage under New Activity to new mortgage company
Company Billing Center menu PolicyCenter’s address book.
This enables Citizens to bill
the mortgage company
Request to Create Request submenu Request a premium finance
a New Premium under New Activity to company (PFC) added to
Finance Company Billing Center menu PolicyCenter’s address book.

Note: Provide the name and

address of the PFC, and
upload the PFC contract.

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