A well-run suspense system means better customer service, more cost-effective operation, and a stronger bottom line.
When clients call with a sales or service request, customer service representatives (CSRs) shouldn't have to call on Sherlock Holmes to find the requested information. That's what suspense systems are for: To organize the customer service function.
These systems allow an agency to suspend customer files temporarily for follow-up (other terms are: Follow-up, diary, come-up, pending, and abeyance). Follow-up includes everything from fulfilling clients’ special requests to x-dating and policy reviews. A successful suspense system eliminates wasted time and effort, reduces paper handling, keeps files organized, and allows CSRs to be proactive in their approach to client sales and service needs.
Just as there's more than one way to solve a mystery, there's more than one way to suspend a file. Depending on a number of factors, such as whether an agency is automated, each agency must choose the suspense system that suits it best.
There are four basic types of suspension systems: (1) Renewal control/expiration list management; (2) binder logs; (3) general correspondence follow-up; and (4) exact-date suspense. Here’s a summary of these systems, with an outline of service procedures for each:
RENEWAL CONTROL/EXPIRATION LIST MANAGEMENT
1) Receive listing of all expiring policies for assigned accounts (120 to 90 days prior to expiration).
2) Verify list by cross-checking with files or hard copies of agency- issued invoices.
a) If in agreement with list, go to step 3.
b) If in disagreement, research, determine the problem(s), and correct before continuing.
3) Create the following columns on an agency's expiration list to convert the list to 'renewal control.'
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Instructions
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Order (premium estimates)
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Receive (and review with producer)
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Prepare Proposal (with binder)
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Order Policies
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Deliver Policies (and collect appropriate premium)
NOTE: These columns can be created in an automated suspense system and printed along with the actual renewal dates.
4) Punch three holes in the renewal control list and maintain it in a three-ring binder on your desk.
a) Create a separate tab for each month.
b) File the renewal control list behind the appropriate month's tab.
5) Use the newly created columns to record the date each step in the renewal process was completed.
Maintaining and reviewing the renewal control daily encourages CSRs to manage the renewal process rather than letting it manage them! This prevents the 'doomsday deadline' scramble.
BINDER LOGS
1) Prepare and invoice the binder (based on an estimated premium).
2) Complete the following data for the binder log:
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Binder number: Use the CSR's initials and a consecutive numbering system; for example, CSR Ida Rather would use IR001, IR002, and so on.
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Insured's name
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Policy type
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Company name
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Effective and expiration dates of the binder
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Suspense date - two days prior to expiration date
3) Place the master binder log and the agency copy of the binder behind a pre-established tab in a separate section of the three-ring binder containing the renewal control(s).
Review this section of the control manual daily.
GENERAL CORRESPONDENCE FOLLOW-UP
If a suspense date is required for a specific request, use the client's database or master file to indicate activity requiring confirmation.
A reasonable target for this system is to answer any general correspondence and complete the necessary activities within six weeks of the initial request. Most automated database systems have built-in suspense operations, but even if the work is done manually, you can facilitate the process by establishing a colored cycle with six colors - one color for each week in the cycle (when six weeks are complete, just repeat the pattern).
To implement a color-coded suspense system:
1) Using one master calendar for a department or work group, physically color each week of the month on the calendar with one color.
2) Create corresponding colored files, cards, or post-it notes to match the six colors you've chosen.
3) When follow-up is necessary, begin with the current work week, count the number of weeks you expect the item to clear plus one week for good measure. By adding a week, the transaction should clear (including the removal of the colored 'flag' from the customer's file, which is then stored for future use) as you handle the piece of mail. This eliminates the need to pull or review the item as suspense.
4) Insert or attach a copy of the document to the corresponding color.
5) Insert into the client's master data and file appropriately.
6) General correspondence can be reviewed once a week (later in the week works well, as you allow as much time as possible for the item to arrive by mail before having to retrieve, act, and perhaps re-suspend).
7) Each Thursday, while matching the day's mail, pull all files with colored suspense flags corresponding to the week's pre-assigned color.
8) After acting on the transaction, remove the color-coded flag and either re-suspend or re-file.
EXACT-DATE SUSPENSE
If a long-range, specific-date reminder is required (e.g., for an additional coverage you don't currently write, a client's birthday or business anniversary), write an entry on your desk calendar, establish an appropriate color-coded flag (with a penciled note so as not to continually re-pull the item each six weeks), or include the reminder in the renewal control log, as described previously.
BENEFITS
Implement one (or a combination) of these systems and you’ll enjoy these benefits:
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Saves time: Suspending an item for a period longer than its anticipated completion date (as long as it is not an exact-date item) prevents additional handling. For example, CSRs often send second or third requests for a specific item when the client has already responded to the first request. Allowing more time during the suspense process helps eliminate duplicated effort, thus saving time.
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Ease of handling: Establishing a consistent procedure for suspense activities ensures unity and conformity of handling procedures. When one person is out of the office, another can handle a request. The information should be ready-at-hand without causing frenzied searching.
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Proactive service and sales: An efficient suspense system allows you to control your work rather than letting it control you! This increases sales and maximizes efficiency.
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Personal satisfaction: It's always satisfying to know you can do a job well and handle things professionally - without requiring the services of a certified sleuth.
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Implement one (or a combination) of the four suspense systems to realize time- and money-saving benefits.