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LPR (Lost Policy Release), BOR

Away Notice + End Policy
Workflow
SSC Record Type Request to Cancel Policy (LPR)

SLA Same Day

General Information

How AM/AE Sends Request

How AC Triages to BPO

Introduction:
What is an LPR?
Why do we need an LPR?
End-to-End LPR Workflow
End Policy Workflow
BOR Away
Resources

Introduction:

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 1
 What is an LPR?
An LPR is a document (Acord 35) we prepare for a policy that we need cancelled at the
insured's request. This document is a prepared on behalf of the insured that the
insured & Producer/AM then sign, and we send to the Carrier/Wholesaler to cancel a
policy.

Why do we need an LPR?

Carriers require a written and signed Acord 35 from the client to cancel a policy. Flat or
Pro Rata. This is where the LPR comes in:
Flat cancellation: Policy cancelled before a policy goes into effect (Cancelled at
inception).

NOTE: Policies can sometimes be cancelled flat after they have been in effect
with acceptable reasons that vary by carrier - Full policy return premium

Pro Rata cancellation: Policy that has already been in effect is cancelled
(Cancelled sometime after effective date before expiration).

Insured will be given return premium for the unearned premium based on
cancellation date

End-to-End LPR Workflow

1. AM to file initial email request to Dash either by forwarding to copy-logging,

or drag and drop email into files.

2. AM to send request to pod queue for requesting the below:

a. Email Subject: Kelly’s Training Org - [YR] [Carrier] [LOC] LPR Request
Ex) Kelly’s Training Org - 21 Hartford WC LPR Request

Body Example:

Hi Chelsea,

Please generate LPR for the above referenced policy. Send to client for signing

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 2
 & send to carrier. Client went out of business effective 7/25/2022.

Best,
Kelly

2. AC to triage SSC case and reassign to themselves

a. Case-record type: Request To Cancel Policy (LPR)

b. Need-by-Date: 2 weeks from date of request

c. Account Name: Client’s Name

d. Change case owner to self (AC)

3. AC begins LPR Workflow:

a. Create LPR:

i. Navigate to dash—>Client’s account

ii. From Overview level—>click 3 dots in upper righthand corner—>click

Cancellation request-policy release (35) under the ACORDS section

iii. Select the requested policy from the dropdown—>click Create acord

iv. ACORD will download in lower lefthand corner—>open LPR and begin
filling what Dash did not pre-fill per cancellation request

How to fill LPR ACORD

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 3
 1. Make sure to fill each part of the acord that is boxed in red
NOTE: Dash will auto-fill the insured's name and mailing address at
the top, today's date in the top right-hand corner, the carrier, LOC,
policy number, and policy effective dates for you based on which
policy you selected.

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/8
1fec579-e1b5-4f85-978a-43952b1ec5a8/LPR_-_How_to_Fill.pdf

Cancellation Date = Effective date of cancellation (always at

12:01AM)

Cancellation Request = Select this box if policy is cancelling mid-

term (anytime after effective date before expiration); Pro-Rata
cancellation

Policy Release = Select this box if policy is being cancelled at

inception (effective date of policy); Flat cancellation

= Check the box for which the reason is

Reason for Cancellation

(typically Requested by Insured or Rewritten)

Rewritten: Policy was rewritten with another or same carrier -

enter in new/same carrier under "company" and policy number
& effective date if you have the new information. If not - okay to
leave blank.

Requested by Insured: Any other reason the insured

requested to have the policy cancelled.

Method of Cancellation = Check the box for how the policy is being
cancelled (typically Flat or Pro-Rata; refer to explanations above)

Name and Address (at bottom) = Copy & paste the Insured's name
and mailing address as stated in the name & address box at the top
of the acord

Request/Release Distribution = Check Insured

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 4
 2. Once the acord is filled out - "Print" to save as PDF

Naming Convention: Named Insured_Carrier_LOC_LPR

Ex) Cactus Plants_CNA_WC_LPR

3. Click “print” to save as PDF (not download)

a. Naming convention: [YR] [LOC] LPR - Unsigned

Ex) 22 PKG LPR - Unsigned

v. Once complete, file unsigned LPR to policy level in Dash

1. Document Type: Lost Policy Release - Unsigned

b. Once filed & complete, AC sends LPR via DocuSign to primary contact &
producer for signing

a. NOTE: Always cc yourself in DocuSign to receive notification once signed

by all parties

Where to have signatures

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 5
 c. AC updates case status to “Waiting on signed LPR”, and snoozed 2
business days

a. If LPR not signed/completed within 2 business days (case un-snoozes), AC

resends DocuSign and makes note in case; follows up again next business
day

b. If LPR signed/completed beforehand, AC locates case and continues

workflow to next step

d. AC files signed LPR to cancelling policy’s level and sends signed LPR to
carrier requesting to cancel policy/ies via email within SSC, and cc’s case-
reply, AM/AE, and copy-logging email

a. Note: If submitting LPR to carrier via online carrier portal - AC to take

screenshot/proof of submission, and share Post in case

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 6
 b. Filing: To file LPR, click “i” on next to cancelling policy and click View files
—>click ”Upload files” and attach—>select Lost Policy Release - Signed
from Document Type dropdown

4. AC progresses case status to “Waiting on return premium invoice” and

snoozes case for 1 week for follow up

5. AC navigates to Dash and processes End Policy Workflow once signed LPR is
sent to carrier

a. Navigate to client’s account in Dash—>click into “policies” section

b. Locate cancelling policy—>click 3 dots to right of “i” button—>select

“End policy”

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 7
 c. Dash will ask “are you sure you want to end?”—> click End once verified
you’ve selected the correct policy

d. Select “Customer requested to cancel policy”—>click Next

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 8
 e. Select the best matched reason for cancelling from the dropdown—>click
Next

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 9
 f. Enter the effective date of cancellation—>leave Status as “pending” (until
we receive cancellation confirmation document)—>enter in reason for
cancellation in Description—>skip billing changes (until we receive
cancellation confirmation document)—>click Cancel Policy

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 10
LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 11
 6. When case un-snoozes 1 week later, AC follows up with carrier via checking
online or via email (if cancellation confirmation document not yet received)

a. Note: AC continues follow up until received

7. Once cancellation confirmation is received, AC updates cancellation with

billing details and files document

a. AC navigates to SSC LPR case, and advances status to “Upload return

premium”

b. AC navigates to cancelled policy in Dash by toggling on “Show

Inactive”—>click “i” button to right of the cancelled policy

c. Click “View policy changes”

d. Locate the policy change labelled “Cancel” and click the “i” button to the
right

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 12
 e. Click the pencil (edit) button in top right corner—>a new tab will open

f. Change the Status from “Pending” to “Confirmed”

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 13
 g. Under Premium Change - enter in the premium change (RP) indicated on
the cancellation endorsement (include any taxes & fees if applicable)

i. NOTE: For RP, ensure to include “-” in front of number

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 14
 h. Click Save policy change

i. Navigate to Attachments tab below, and click Attach documents

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 15
 j. Select Cancellation Confirmation from the dropdown of Document Type—
>Upload the document using proper naming convention—>Click Save

i. If separate invoice included, attached that document as well and select

Invoice from dropdown of Document Type

1. Cancellation Confirmation Naming Convention: [YR] [LOC] CANC

ENDT eff [Date] [Description]
Ex of naming convention)
22 BOP - CANC ENDT 7-25-2022 Requested by Insured
22 BOP CANC ENDT Invoice

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 16
 8. AC to email Cancellation endorsement to insured

a. Navigate to Overview section of client’s page in Dash to obtain “Key

Contact’s” email

i. NOTE: AC will default to send cancellation endorsement to Key Contact

listed in Dash, unless otherwise specified by AM in initial request

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 17
 b. Navigate back to SSC LPR case and email cancellation endorsement:

i. TO: Key Contact

ii. CC: AM/AE and copy-logging email from policy

iii. Attach cancellation endorsement

Text Expander Snippet Abbreviation: zlprcancel

Direct Bill Example email:

Hi Bob,
This email and related attachment serves as a final notice of cancellation on
your policy coverage for the policy titled: Commercial Package with AmTrust.

The reason that your policy has been cancelled is due to your request as
coverage is no longer needed, and had ceased effectiveness on 07/25/2022.

You will receive the return premium indicated on the attached document directly
from the carrier.
Please do not hesitate to reach out to your Account Manager, Kelly, should you
have any questions.
Regards,
On behalf of Kelly Verduzco

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 18
 j. Once cancellation endorsement email has been sent to client, close SSC case
by marking workflow as complete

End of Workflow

End Policy Workflow

Other reasons to process End Policy Workflow:

-policy being BOR’d away from Newfront

-policy being non-renewed by carrier

BOR Away
1. AM receives BOR Away notice and forwards to pod queue

2. AC reassigns case to themselves and triages to Policy Lost to BOR case record type

3. AC navigates to Dash, opens client’s account, and locates policy that is being
BOR’d away in Policy section

a. Click 3 dots to far right of policy being BOR’d away

b. Select End Policy

c. Select “Policy Lost to BOR” and click Next

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 19
 d. Select from the dropdown the reason the policy is BOR-ing away, and enter in
the effective date and click Submit

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 20
 4. Policy will now be cancelled in dash per the effective date entered per the BOR
notice

a. Note: BOR date is still in the future - policy will remain active until date entered
in

End of Workflow

Resources

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 21
 https://s3.us-west-2.amazonaws.com/secure.notion-static.com/dbfb384f-d8bd-49
25-a46f-19366597b6dc/Acord_-_Acord_35_-_Cancellation_Request_-_Policy_R
elease.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAT
73L2G45O3KS52Y5%2F20210317%2Fus-west-2%2Fs3%2Faws4_request&X-A
mz-Date=20210317T064335Z&X-Amz-Expires=86400&X-Amz-Signature=f3cd5
3ac3bc39f6ce826a236eea0414a81fb39b7cbf2026310735bc8ba03334c&X-Amz-
SignedHeaders=host&response-content-disposition=filename%20%3D%22Acor
d%2520-%2520Acord%252035%2520-%2520Cancellation%2520Request%252
0-%2520Policy%2520Release.pdf%22

LPR (Lost Policy Release), BOR Away Notice + End Policy Workflow 22