Transactional Filing, 2

TRANSACTIONAL FILING

Transactional filing is a method of filing paper by date processed rather than by customer.

Why do transactional filing?

Saves time (estimated 20% to 30%):

• You no longer maintain customer-based files.
• No more pulling and refiling files.
• Ability to handle the customers while on phone-reduces callbacks

Retrieval:

• Documentation is easily retrieved when needed, which happens only rarely.
• Better control of where to find documentation. (It won't be on someone's desk.)

E&O Protection:

• Unalterable trail.
• Uniformity in workflow.

Management Control:

• Manager can review daily log for workflow compliance.
• Better able to measure and balance CSR workload.
• Analyzes types of transactions handled.

In working with and talking to the agencies who have gone to transactional filing (TF), AMS has found that all users are very happy with it. Once on TF, CSRs do not want to go back to the old method. Yes, it is a major change of habit, but well worth it. It is quite simply the most efficient way to process business we have today. Download will add even more efficiency to the process.

General Items:

You must have total support and commitment from agency owners. Do not proceed without it.

All personnel must have access to a computer and know how to access information. They will no longer be able to 'pull' the customer's file. Plan for proper education and implementation in advance.

Use of Client Notes and Diary should be mandatory. Ensure that all are familiar with these tools. Hold staff meetings for CSR input. This is a major change of routine for them, and the more input they have, the better. They must realize that you are going forward with TF, but give them the opportunity to air their concerns. Then find ways to address the areas of doubt. Solve problems before they occur.

Decide what information you are going to load into the database. Then keep it current and consistent.

Check with your companies to see who will accept computer-generated forms. Of those that will not, find out when they will. This includes applications, change requests, etc.

Talk to and visit other agencies who have moved to TF.

System Requirements:

• TF will eat up more desk space. Check to see if you have enough. If in doubt, buy more.
• If you do not have duplexing (using two hard drives), upgrade your equipment first. Since you will be more dependent on the computer, you must do all you can to limit down time.
• Make sure proper backups are being done daily and that you have power protection.
• It is a good idea to have Transaction Log printed daily if you are not yet on Pathfinder 5.X. Maxis is a good way to handle this.

Implementation:

• Determine what part of the agency will go to TF. Most are just doing Personal Lines now. Commercial Lines are being done by some.
• Get transactional files ready. Decide if you'll do for all, or by CSR, Alpha, etc.
• Order date stamps.
• Decide who will pick up the paper and be responsible for checking to see that it is date-stamped, or do the stamping, then putting the papers in the folder for that day.

You may begin at any point. Some agencies wait until a lot of data is loaded into the system they begin. Some have started regardless of the status of their system data and update the files as they are handled for any type of work or service.

Loading data can be done in many ways:

• Agency personnel take a set amount of time each day to load files.
• Once a file is loaded, the file folder is marked and the system is kept up to date from then on.
• Use initial load from companies.
• Use regular download from companies.
• Bring in an outside person to load data. This works well with ex-employees looking for temporary work or with part-time associates.

Continue to hold meetings and address all progress, problems, and concerns.

Monitor the files for accuracy.

Have a TF basket on all desks for completed work.

Decide if the CSR or person doing the filing will date-stamp the paper.

Set up procedures to retrieve filed documents. This should cover who has the authority to retrieve, and the refiling procedures.

Some agencies maintain a permanent client file and some do not. This file may contain data predetermined by the agency. Only the agreed-upon papers will go in this file. Some of those papers might be:

• Original Signed Applications
• Required Legal Documents
• Photos
• Appraisals
• Financial Statements
• MVRs
• Correspondence for E&O
• 'Dec' sheets