Agent communication | U/W(AURA) requirements always send agent instruction

Whenever Midland New Business adds a requirement, an email is sent to the agent via the auto email sent when an agent instruction is added – because the only way MN New Business can add a requirement is via an agent instruction. But when Underwriting adds a requirement in AURA, that does not always result in an auto-agent instruction. For the requirements added in AURA that do not have an auto-agent instruction when added, if the UW does not manually send an agent instruction – there would be no email alert to the agent that the requirement was added. A prime example of this is APS’s that are ordered through PDC. Unless Underwriting manually sends an agent instruction (which a majority of the time they do not), there is no email alert that an APS has been ordered. And I don’t think this is Underwriting ‘missing’ a step. I don’t know that it’s ever really been rolled out as part of the process for UW’s that they have to send an agent instruction for certain items to get an email alert to the agent. APS’s would not be the only UW type requirement that I believe this happens on, but it would definitely be one of the most common ones. To me, this is not an new gap, this is an old gap that has been around, I recall dealing with it back when I was in production. The APS is a common one it happens on, but agents would never get too upset about that one as there is no action they need to take with an APS order.

We reviewed the process with Orlene and an agent instruction should be sent on any UW requirement being added. This is a manual process, so we expect there may be some that are missed. Orlene was going to bring up the importance of sending an AI whenever a requirement is added and as a reminder in the next UW meeting.

Submitted by: Petrea