WHY THIS MATTERS?

Agencies currently rely on SmartView alerts to monitor underwriting issues, but these alerts require constant checking and can easily be missed. This reactive approach leaves agencies blindsided when cancellations or concerns arise, creating frustration and eroding trust. By introducing automated email notifications, we shift from reactive monitoring to proactive communication, ensuring agencies are informed early, empowered to act, and supported by Progressive.

My Approach as a Process Consultant

If I were in the role, here’s how I would execute this initiative step‑by‑step:

  1. Discovery & Stakeholder Input

    • Gather feedback from sales reps, supervisors, and agencies on current pain points.

    • Identify specific underwriting triggers that should generate notifications (missing documents, pending cancellations).

  2. Process Mapping & Workflow Design

    • Map the current “SmartView‑only” process to highlight gaps.

    • Design the new workflow where underwriting system events automatically trigger email notifications.

  3. Technology & Integration

    • Partner with IT to connect underwriting systems with email automation tools.

    • Ensure notifications are customizable (agency name, policy details, issue type).

  4. Pilot & Feedback Loop

    • Launch a small pilot with select agencies.

    • Collect feedback on clarity, timing, and usefulness of notifications.

    • Refine templates and escalation rules based on real‑world input.

  5. Full Rollout & Training

    • Roll out across all agencies with training for sales reps on how to use notifications effectively.

    • Provide quick reference guides and FAQs to reduce confusion.

Benefits of Proactive Underwriting Email Notifications

  • Anticipation Instead of Reaction Agencies receive alerts before issues escalate, allowing them to act quickly and prevent cancellations rather than scrambling after the fact.

  • Efficiency Gains Reduces the need for agencies and sales reps to constantly monitor SmartView manually, freeing up time for higher‑value work.

  • Stronger Agency Relationships Transparent, proactive communication builds trust and shows agencies that Progressive is invested in their success.

  • Improved Customer Retention Agencies can resolve underwriting concerns faster, leading to fewer policy lapses and stronger customer loyalty.

  • Sales Rep Support Notifications copied to sales reps ensure they stay informed, enabling them to provide timely guidance and support to agencies.

  • Data & Insight Opportunities Tracking notification responses creates a feedback loop, helping Progressive identify recurring issues and refine processes over time.

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