When you click on a name in Contacts Management, you'll be taken to the contact's profile. That profile contains personal and contact information, as well as information about the contact's policies, health, financial information, and case status notes. Check out the video below for a quick overview, or jump to a particular section by clicking one of the section links below the video.
Jump to a section on this page:
NOTE: Contacts in Insureio can't be deleted. If you end up with duplicates, we suggest selecting one record to use moving forward, and renaming the last name in the duplicate record to indicate as such (i.e., "John Doe-Duplicate").
Name and Classification. At the top of the page, you'll see the client's name and a label identifying this person as a "Consumer" or "Agent."
Personal. All the client’s personal data is available here. To edit any of these fields, click the pencil icon on the top right of the column. An editing modal will appear. Just click on the information you want to change, enter the new information, and click out of the editing box. Insureio will automatically save the changes you made.
Contact. The client's contact information, including their contact preferences, is stored here. If you have click-to-call enabled, use the phone icon to the right of Primary Phone to dial that number. Click the email icon to the right of Primary Email to pull up your email program and a new blank email addressed to that client. Click the icon to the right of Home / Primary Address to see their address on Google Maps.
To edit any of these fields, click the pencil icon on the top right of the column. An editing modal will appear. Just click on the information you want to change, enter the new information, and click out of the editing box. Insureio will automatically save the changes you made.
You can add multiple addresses, phone numbers, email addresses, or websites/social profiles for a contact. You can also change their primary contact or preferred method of contact. Here's how:
- Change primary contact. As a default, the contact is listed as their own primary contact. To change this, you'll need to create or add a related consumer in the Related tab of this profile (explained below). As you create a related consumer, you have the option to set that related consumer as the primary contact.
- Set or change primary phone, email, or address. Click the pencil icon at the top right of the column. In the modal window that appears, use the radio buttons to choose the primary phone number, email address, and/or address. Keep in mind that multiple numbers, emails, or addresses are needed to set one as a primary. Just click outside the modal window to exit. Insureio will automatically save your changes. (Note: You may need to refresh your browser to see your changes take effect.)
In the Web(s) section, you also have the option to add a client's social media profile(s).
Using the dropdown menu on the left, select Website, LinkedIn, Facebook, Twitter, or Google+. Only add a portion of the full URL for their social media profile(s):
- Facebook: https://www.facebook.com/ (enter this portion of the URL)
- Twitter: https://twitter.com/ (enter this portion of the URL)
- Google+: https://plus.google.com/u/0/ (enter this portion of the URL)
- LinkedIn: http://www.linkedin.com/in/ (enter this portion of the URL)
Client Details. This column gives you information about when and how that client came into the system. The ID number is unique to that client, and it's automatically assigned by Insureio. View the client's profile creation date, the date of last contact, the branding used when communicating with that client, and any lead type information imported with that client (lead type, referrer, and source). These fields are not editable.
Tags. Any tags assigned to this client appear with gray tag icons below the Client Details column. Tags can be applied manually when you enter a client's information into the system, or they can be applied automatically based on the lead source (a particular landing page, for example).
Jump to a section within Policy Details:
All policy data is stored in the tabs beneath the client information. Most of the data you're looking for will be in the Policies tab, located beneath the Personal section. Below, we'll go over the information contained in each tab.
Tip: The three indicators next to the Policies tab title instantly tell you: (1) how many opportunities, (2) pending policies, and (3) in force policies are associated with that client.
Here, you can view details about a client's policies. If your client has many policies, you can use the Filter button (on the right) to help sort them. The filter lets you view ONLY one type of policy: all, open, pending, placed, or closed. Once you put a filter in place, it stays active until you change it. For example, if you set your filter to "placed" and log out for the day, the next time you log in, you'll still only see placed policies. To re-set your view to all policies, change your filter setting to "all."
Populating Policy Data
Policy information can be populated several ways:
- Automatically, via the lead import API
- Automatically, by saving a quote from the quote path
- Manually, by using any of the buttons provided in the Policies tab: Run Quote, Enter Quote, New App Ticket, or Enter Existing Policy.
Run Quote takes you to step 1 of the quote path. The quote path will be pre-populated with as much of the client's information as possible. You'll need to save the quote if you want the quote details to remain in the client record.
Enter Quote allows you to manually enter the details of a new quote (classified as an "opportunity").
New App Ticket takes you to step 1 of the quote path, customized for submission to our application fulfillment partners. If you select the application method, the final button in the quote path will let you send the app straight to our partner's application fulfillment team. If you select the referral method, the final button in the quote path will refer this client straight to our partner's sales team, where they complete the sale and process the application on your behalf. The quote path will be pre-populated with as much of the client's information as possible.
Viewing Policy Data
Click any policy to open it up (and click the policy name again to close it). You'll always be able to see the policy's status in the Current Status box. You can also see the day the policy entered that status, number of days in status, status history, quote details, submitted details, special handling, staff assignments, processing, exam details, and more.
There's a ton of information available to you here, so take a few minutes to click around and get comfortable with it. We'll take a quick tour below.
Opportunity Details / Contacted Details / App Fulfillment Details / Placed Details
This row shows you policy details based on its current and past statuses. That means the tabs you see will depend on the policy's current status. For example, a policy in Contact Attempted status won't have contacted details or app fulfillment details yet, so you'll only see an Opportunity Details tab. If you've made contact and changed the policy's status accordingly, you'll see other tabs revealed as you work that lead. Once a policy is placed, you'll see a Placed Details tab.
- Opportunity Details shows you details about the quote provided to the client. Click the blue dropdown arrow to edit these, if needed.
- Contacted Details show you details about the quote provided to the client once the status was changed to Contacted - Quoted or Contacted - Not Quoted. Click the blue dropdown arrow to edit these, if needed.
- App Fulfillment Details shows you details about the policy as it was submitted to our app fulfillment partners. Click the blue dropdown arrow to edit these, if needed.
- Placed Details shows you the final details of the policy at the time it was put in force. Click the blue dropdown arrow to edit these, if needed.
Policy Details / Requirements & Notes
This row shows you important policy details about the agent and whether this policy replaces other policies. The Requirements & Notes tab will populate once a formal application is submitted to the carrier.
This tab is also where you can save notes about the policy. Check the Confidential box if no one but you should be able to see this note. Click Create to save your note. Status changes generate automated notes from the system, so even if you never create a note yourself, you'll see notes from (System) for almost all policies.
This tab stores the client's financial information as entered and saved in the quote path, or via a manually entered quote or policy. You can view the client’s total income, family needs, assets, liabilities, and more. You have the ability to make changes to the client’s saved financial information here. Click the field you need to update, make the necessary change, and scroll to the bottom of the window to click the "Save Changes" button.
This tab stores the client's health and underwriting information as entered and saved in the quote path, or via a manually entered quote or policy. You can view the client’s health history, lifestyle responses, and more. You also have the ability to make changes to the client’s saved health information here. Click the field you need to update, make the necessary change, and scroll to the bottom of the window to click the "Save Changes" button.
This tab stores the marketing data that pertains to this consumer. This data comes in two forms: tags and campaigns.
Tags are useful for storing tidbits of information like the following: where you acquired a client, what their health conditions are, or other classifications you need to market to them effectively. For example, health-related tags are particularly useful. Tags such as “diabetes,” “high risk,” “heart disease,” etc. can make it easy to send targeted communication to this client based on his or her coverage needs. You can add new tags here, too. The system will display a list of your commonly used tags - to apply one of these to the client, just click the tag. To add a brand-new tag, just start typing in the text box.
The campaign section is where you manage the user's subscription preferences, as well as enroll them in marketing campaigns.
- Campaign Subscriptions: Here, you can see any marketing campaign subscriptions this client is currently enrolled in, or enroll them in a new campaign you've created. By default, all consumers will receive status update emails during the application process, and any marketing emails you choose to send once their policy is in force. The two opt-out checkboxes allow you to remove this consumer from status update notifications and all marketing emails, should that be necessary. All emails sent through Insureio also have unsubscribe links, but should a client be unable to use them and communicate a preference to you in person, this is where you'd unsubscribe or resubscribe them.
Click "Add A Campaign" to enroll this client in a campaign. Use the drop-down box to select from the campaigns you’ve created. Click a campaign and it will be added to this client's subscriptions. To delete a subscription from a client record, click the trash can icon to the left of the subscription name. You can enroll a single client in multiple campaigns and choose whether they should run at the same time (in parallel) or in sequence (campaign 2 won't start until campaign 1 has finished). The default is to start campaign 2 after campaign 1 finishes. Use the Add a Parallel Campaign button to add a second campaign that runs at the same time as the first.
- Completed Marketing Communications: This will show you a complete list of marketing communications sent to this client.
Insureio gives you the ability to indicate relationships among consumers in your database. This is ideal for indicating relationships among blended or extended families, or clients who referred one another to you. Any related consumers will be displayed in this tab. (Note: If you've added a related consumer and indicated he/she is a spouse using the dropdown menu to assign a relationship, the spouse's name will display in the "Spouse" field in the client's profile.) You can add a new related consumer using the dropdown menu - choose whether to connect an existing consumer or add a new one.
Adding an Existing Consumer as a Related Consumer: Choose Add Existing Related Consumer in the Add A Related Consumer dropdown menu. In the Lookup Consumer text box, start typing the existing consumer's name. Insureio will offer suggested relations under the text box. Select the right name, then use the dropdown menu to indicate the relationship between these two consumers (mother, spouse, business partner, etc. - the menu gives you 23 different relationship options). Add any notes (optional), then Select the appropriate consumer from the results, and click the blue Link button.
Adding a New Consumer as a Related Consumer: Choose Add New Related Consumer in the Add A Related Consumer dropdown menu. Use the relationship dropdown menu to indicate the existing consumer's relationship to the client (mother, spouse, business partner, etc. - the menu gives you 23 different relationship options). Type the new consumer's full name (required), and if you have the info, fill in the phone number and email address (optional). Click Create & Link to create the new consumer record and link it to your existing client.
The File Manager is located in the row of tabs beneath the consumer's personal information. Here, you can upload documents to a contact's profile for future reference. To upload a document, click Upload.
Select the file you want to upload, then click Upload.
When your upload is complete, you'll see a brief message in the upload window: "Successfully created attachment." You may need to refresh your browser to see the file in the client's profile.
To view a previously uploaded document, click the filename. To delete a document, click on the trashcan icon to the right of the filename.
NOTE: See a document you didn't upload? The system auto-generates a screenshot of each policy application. It's stored beneath the appropriate policy in the File Manager.
You can store recordings of calls with a client here. More detail coming soon!
All notes are stored in the vertical column on the right side of the consumer profile. When you click into a profile, all notes will be displayed. If nothing displays, that means there are no notes for this consumer. Notes include manual notes that you or a team member have created or uploaded about this consumer, as well as system-generated notes that indicate changes made (manual status changes, for example). Notes display with an icon indicating their type (more on this below), or with the profile picture of the agent who made the indicated change to the profile.
The blue filter icon lets you toggle between note types: view all, view only critical, view only personal, or view only confidential. Click the dropdown arrow on the right to expand a note and view its full contents.
Critical: Use this to designate notes that must be seen every time you or someone on your team views a consumer's profile. Critical notes will appear in a pop-up window every time you access this record, as well as display with a red triangle notification in the Notes field. You can use this field to remind yourself how a client likes to be addressed or contacted - including things not to say or do when contacting this client.
Have a note that's no longer critical? Click the red triangle notification to remove the "Critical" designation. This will create a date and time stamp at the bottom of the note that looks like this: *Was marked as no longer critical by User Name (id:#) at date. You can't make a note critical again, so only do this if you're sure. If you do this by accident, you'll have to create a new note and mark it as critical.
Confidential: Use this to make sure a note is visible only to you. For example, if you have team members or admins who also access consumer profiles, you can use the Confidential feature to keep a note from displaying for them.
Personal: Use this to designate notes that are personal in nature. Keep in mind that they will display to all system users who access this consumer's profile - they aren't confidential. You can use this field to record where you met the client, the client's kids’ names, or other information that may help personalize communications. In the notes field, personal notes are marked with a green person icon.
Create new notes using the blue box at the bottom of the consumer profile. You can also label the note as "Critical," "Confidential," or "Personal" using the checkboxes below the note entry field. Click "Create" to save your note. You can see all client notes just below the note creation field.
All tasks connected to a consumer are stored in the tasks pane, beneath the notes. When you click into a profile, all open tasks will be displayed. If no tasks display, there are no open tasks for this consumer; there may be closed tasks, which do not display automatically. Tasks are displayed from oldest to newest. Tasks include tasks you create manually, as well as system-generated tasks associated with a particular status, such as an email to the client or a reminder to follow-up.
The blue filter icon lets you toggle between task types: view open or view closed. Click it, and you'll see the number of each type of task available to view.
View Task Details
Click the task name to view its details. Any blue fields are clickable and editable.
Mark a task as complete: Click the Done box.
Suspend a task: Click the Suspend box.
Reassign a task: Click the name of the user currently assigned to the task. Start typing the user's name or Insureio user ID number. Choose the appropriate name from the list Insureio presents to assign them this task. NOTE: Tasks assigned to the system (like sending emails associated with a particular status) cannot be reassigned.
Change a task due date: Click the blue date. Change the due date manually, or click the calendar icon at right. Click the Save Date button to save your change, or click Cancel to discard your change.
Email tasks: If a task was to send an email, you'll see an eye icon next to the task title. Click the eye to see the email that went out to the client. NOTE: If Insureio was unable to send the email, you'll see a red exclamation point. Hover over the exclamation point to see what happened. Insureio will show you a message like this: "This message failed X times. For details, check your warning emails for task 1234 and task 5678." Those system emails will give you more information about why an email didn't send and how to fix it.