OmniService Center User Guide Omni`s EBC

Transcription

Omni Service Center
User Guide
Omni’s EBC Oasis Replacement
Omni Service Center
User Guide
Effective: 12/01/2007
Version 1.0
Page 1 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Table of Contents
Table of Contents..............................................................................................................................................2
Overview ...........................................................................................................................................................3
EBC Logon - Omni Redirect Page ...................................................................................................................4
Izzy Logon Page ...............................................................................................................................................5
Izzy Home Page – Omni Service Center...........................................................................................................6
Home Page – Omni Service Center ..................................................................................................................7
Home Page - Billing Inquiry – Search by Policy Number ..................................................................................8
Billing Inquiry – Account Summary Page ........................................................................................................10
Billing Inquiry – Make Payment Entry..............................................................................................................13
Billing Inquiry – Payment Entry – Return check ..............................................................................................15
Billing Inquiry – Statement of No Loss (SNL) ..................................................................................................18
Billing Inquiry – Payment Confirmation ...........................................................................................................20
Billing Inquiry – Payment Receipt....................................................................................................................21
Omni Agent EFT Activity Log ..........................................................................................................................24
Omni Policy Search.........................................................................................................................................26
Request ID Card .............................................................................................................................................28
Page 2 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Overview
The Omni Service Center will be used to service policies that have not been converted to Izzy and contain a
2 character Alpha prefix. These policies were previously serviced in the Hartford’s EBC.
The new Omni Service Center will supports Billing Inquiry, Payment Posting, Request ID Cards, and Policy
Search by Name and EFT Activity report for payments made via the Omni Service center.
This document will describe the EBC Redirect that Agents will see effective 12/01/2007 as well as the Omni
Service Center Application.
Page 3 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
EBC Logon - Omni Redirect Page
1) EBC Logon – Omni Redirect Page:
Effective 12/01/2007, Omni Agents be presented the Omni Business Center Redirect Page.
Do not add this Redirect page as a favorite - click on the www.omniagents.com link at
The bottom of the page this will bring them to the Izzy Home Page.
Page 4 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Izzy Logon Page
2) Izzy Logon Page:
To access the Omni Service Center you must logon to www.omniagents.com using your NEW 10 digit
Agency Code, New User and Password.
A bulletin was faxed to all agencies that had 2 or more policies in force that have not been converted to
the New Izzy (www.omniagents.com) application.
If you do not have your 10 digit Agent Code, Username and Password you will need to contact Omni.
Omni Support: 1 (866) 300 6433
Omni Helpdesk - Press 4, then 2 – Technical Support, Agency Logon information
Omni Sales – ext 29039 - EFT Debit authorization setup, Agency Setup
Omni customer Service – Billing and Policy assistance
Add this page as a Favorite or create a shortcut if not already set.
Right Click on this page and Select Add to Favorites or Create Shortcut
Page 5 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Izzy Home Page – Omni Service Center
The Omni Service Center will be an option on the Izzy Main Menu (circled in Red below).
Agents will enter the Service Center by clicking the link on the Izzy sidebar. This will be used to service
your Omni policies not converted to the new system, these policies will have a 2 character alpha prefix
(ex. AM12345601).
Omni Agents with renewal business still in force, from states that we are no longer accepting New
business have been assigned a New Izzy Agent code with a “19” prefix. These agents will see “AS400
Only Agent” on the Home page. These agents will only use the Omni Service Center.
Page 6 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Home Page – Omni Service Center
After selecting ‘Omni Service Center’ from Izzy’s sidebar, the user authority and agency grouping
information is passed to the service center. In the Service Center the Agent/Producer codes listed will all
show the Old Omni Agent code in lieu of the New 10 digit Izzy Agent Code. These codes are linked
within the new system and used to determine EFT information and authorization to view policies for your
office and any others linked in Izzy.
Page 7 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Home Page - Billing Inquiry – Search by Policy Number
1) Home Page - Billing Inquiry – Search by Policy Number
The following page will be displayed after selecting the Omni Service Center is selected from the Side
Bar.
To display billing information when the policy number is known use the Billing Inquiry Policy number
Search in the Right side of the Omni service center Home page. Policy number should be entered
without any spaces and must begin with 2 alpha characters.
Screen Field Name
Billing Inquiry - Policy
Number
Billing Inquiry - Policy
Number
Exit Service Center
Page 8 of 30
Printed on 12/03/07
Rules
Is Null or Empty
Messages
Policy # is required.
If Policy number format
Not = AANNNNNNN
If selected this will
close the Omni service
center.
Policy # is invalid.
No User message displayed.
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Billing Inquiry – Error Page
2) Billing Inquiry - Error Page
The Error Page will be displayed when the search request returns an error that causes the application to
stop. The only action from this page is to go back to the Home page.
Note: Error Pages in the Payment Process may look different than shown above or have additional
buttons.
Screen Name
Policy Number
Policy Number/Omni agent
Policy Status (not on screen)
Policy Status (not on screen)
Page 9 of 30
Printed on 12/03/07
Edits
If the policy is in Quote status or
If Not found on AS400 Policy file
If the policy Producer is not =
Logon Agent and not in Agent
Group View
Messages
Policy not Found on Master
When policy status is equal to “Q” or
“S”, do not display the “Make
Payment” button.
No payment transactions are allowed.
When policy status is equal to “Q” or
“S”, do not display the “Make
Payment” button.
No payment transactions are allowed.
No Error Message displayed
DRAFT
Revised
NOT AUTHORIZED TO
ACCESS THIS POLICY"
No Make Payment Button
No Error Message displayed
No Make Payment button
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Billing Inquiry – Account Summary Page
3) Billing Inquiry – Account Summary Page
The Account Summary page displays billing details for the policy number requested. This page can be
launched from the Alpha Search Results page or the Home page billing inquiry by policy.
Screen Name
Next Search
- Policy Number
Next Search
- Policy Number
Make Payment Button
Page 10 of 30
Printed on 12/03/07
Rules / Description
Is Null or Empty
Messages / Comments
Policy # is required.
If Policy number format Not =
AANNNNNNN
User must have payment
authority
Valid transaction allowed on
policy
Cancelled policies must be within
the forgiveness “window” of days
in which you can still pay.
Policy # is invalid.
DRAFT
Revised
11/21/2007
11/30/2007
No User Message
If not allowed the
Make Payment will
Not display.
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Edits / Description
Return Check Button

Messages / Comments
The Return check is must be
requested within a 60Day window
of the original payment. Any
requests outside this must be
made to customer service.
The return check amount must be
the exact amount initially swept.
This transaction will flag the policy
for review and deposit the
transaction amount into the
Agents EFT account.
The Return check button will only
display when the policy balance is
greater than zero and it is a valid
transaction.
The Return Check is used to
reverse an EFT payment made on a
policy.
If not allowed the
Return Check
Button will not be
Displayed.
Previous Term Button
Use the Previous Term Button to
navigate to the Account Summary for
the prior policy term.
These will only display when the
Prior policy term exists
Next Term Button
Use the Next Term Button to navigate
to the Account Summary for the next
policy term.
These will only display when the
Next policy term exists.
Policy Number
Displays the Policy Number entered
on prior page.
Insured Name
Named Insured on policy.
Effective Date
Policy Effective Date
Expiration Date
Policy Expiration Date
Status
This is the current policy status.
Available Status: Active, Cancelled,
Expired, Suspended, Quote, Cancel
Pending.
Page 11 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Edits / Description
Messages / Comments
Remaining Unpaid
Balance
Amount of premium that has not been
paid.
Minimum Amount Due
Displays minimum payment required
to avoid cancellation: outstanding
balance and current amount due.
Cancellation Date
Date of cancellation of the policy
Earned Premium after
Cancellation
Amount due to carrier after
cancellation.
Informational message
Amount Includes Late
Fee
Amount due includes Late Fee
Informational message
Last Payment
Displays amount and date of last
payment received.
Payment Schedule
Displays amounts and dates due
under payment plan.
Page 12 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Billing Inquiry – Make Payment Entry
4) Billing Inquiry – Make Payment Entry:
When “Make Payment” selected the following page is displayed:
Screen Name
Insured Name & Policy
Number
Edits
This is pre-filled using the
policy number entered or
selected in the alpha
search.
Transaction Type
“Regular Payment”,
“Renewal Down Payment”
“Rewrite with Lapse”
This is pre-filled with
Minimum Amt Due. This
can be changed.
EFT Payment Amount
Page 13 of 30
Printed on 12/03/07
Messages
No User Message displayed
This information should be
Reviewed to be sure the
Payment is posted to the
Appropriate Insured and
Policy term.
No User Message – one of
Transaction types listed will
Be displayed.
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Submit Payment Button
Cancel Button
EFT Payment Amount
EFT Payment Amount
Edits
When selected validate data
entered and display
appropriate Next Page (SNL
or confirmation)
When selected return User
to Account Status page for
this policy.
If amount < Minimum Due
Messages
No User Message Displayed
Amount paid must at least
equal $XXXXX.XX
This will be handled
Differently than EBC. We
will display the Error page
with a button that shows:
“Correct Error”, when
selected this will return the
User to the Payment Entry
Page with the Minimum Due
Pre-filled.
Warning – A payment for this
If Payment Posted today.
Policy already posted for today.
Display warning message.
This will be handled
Differently than EBC. We will
Display the warning message
On the confirmation page.
Instead of the Complete
Transaction, the button will
Show: Complete same day
Payment/Transaction.
Note: payments made on
Sat & Sun are processed
with Monday Business and
would be considered same
day transactions.
Page 14 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Billing Inquiry – Payment Entry – Return check
5) Billing Inquiry – Payment Entry – Return Check
When “Return Check” is selected, he following page is displayed with the Insured Name, Policy
Number and transaction type pre-filled from the prior page. This function is used to reverse a payment
made on an insured’s behalf that was returned by the bank as NSF. This should not be used to reverse a
payment made in error, please contact Customer Service.
Screen Name
Number
Transaction Type
Return Check Amount
Return Check Amount
Return Check Amount
Page 15 of 30
Printed on 12/03/07
Edits / Description
This is pre-filled from the
prior page.
This will always show
“Return Check”.
Required Field.
No value is pre-filled.
Amount must be 9.99 format
When submitted the system
will look for a matching EFT
payment the amount
entered must be the same
as the original.
Messages / Comments
No User Messages
No User Messages
Invalid Amount – Format must
Be 9.99
Invalid Amount – Format must
Be 9.99
No Transfer Match Found
Check Billing Inquiry
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Submit Return Check
Button
Cancel Button
Edits / Description
When selected Return
check amount is submitted
to the Edit/Validation
process.
When selected User is
returned to Account Status.
Messages / Comments
No User Message
No User Message
Return check confirmation Page:
This page will be displayed with the Return check amount and Insured information requesting this be verified.
Screen Name
Complete Transaction
Button
Back
Cancel Transaction
Page 16 of 30
Printed on 12/03/07
Edits/Description
This will build the reverse
entry on the policy and
display Return check receipt
This will return the user to
the Return Check Payment
Entry page
This will return the user to
the Account Status Page
Messages
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Return Check Receipt
The receipt page will be displayed after submitting the Return check from the confirmation page.
Screen Name
Home Button
Print Button
Page 17 of 30
Printed on 12/03/07
Edits / Description
The Home button will return
the user to the Omni
Service Center Home page.
Print button will print the
page as shown.
Messages / Comments
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Billing Inquiry – Statement of No Loss (SNL)
6) Billing Inquiry – Statement of No Loss
This page is displayed when the policy has been cancelled and Today’s date is on or before the
‘Forgiveness’ Date.
In some states, we do not reinstatement after the Forgiveness Date. In those States, payments
Posted after cancellation will be accepted and the policy is not reinstated and the SNL
Page is not displayed.
Screen Name
Number
Statement of No Loss is
Required. Policy is in Final
Cancellation Status.
Page 18 of 30
Printed on 12/03/07
Edits / Desctiption
Insured Name and
policy is displayed from
prior page
Always displayed on
SNL Page
Messages
None
This is an informational message
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Statement will be held in
Agency
Cancel Transaction
Page 19 of 30
Printed on 12/03/07
Edits / Description
Messages
Agents Must select one No User Message
of the two options – to
SNL options – held in
Agency or Fax to
Company to continue
the payment process.
A comment is written
on the policy indicating
it will be kept in Agents
office or Faxed to
Company.
Button to cancel
payment
No User Messages
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Billing Inquiry – Payment Confirmation
7) Billing Inquiry – Payment Confirmation:
The Payment Confirmation page prompts the agents to verify the Insured information and payment
amount. The Agent can complete the transaction if everything is correct, or go back to the payment
entry, or cancel the transaction and return to the Account Status Page. We have referred to this page in
the past as the “Are You Sure?” page.
Screen Name
Insured Name & Policy Number
Please verify that the above
policy number, Insured Name,
transaction type and amount is
correct
Select "Complete Transaction"
to display receipt, "Back" to
modify information or "Cancel"
to discontinue the transaction.
Page 20 of 30
Printed on 12/03/07
Edit / Description
This is pre-filled from the Prior
page.
Literals displayed on every
confirmation page
Messages
NA
Literals displayed on every
confirmation page
NA
DRAFT
Revised
NA
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Transaction Type:
XXXXXXXXXXXXXX PAYMENT
OF $ 999.99 will be swept from
your Agency Account. Once you
complete your transaction.
Complete Button
Back Button
Cancel Transaction Button
Edit / Description
Displayed on every confirmation
page.
This will reflect the transaction
type from the Payment entry
screen. Along with the Amount of
the payment.
When selected the Payment will
be posted to Policy on AS400 and
Payment Receipt Page displayed
When selected return user to
Payment Entry page
When selected return user to
Account Status page
Messages
Informational
Message built from
Payment entry
Details
NA
NA
NA
Billing Inquiry – Payment Receipt
8) Billing Inquiry – Payment Receipt:
The Payment Receipt is the last screen displayed in the payment process.
Page 21 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Screen Name
Number
Transaction Results
Edits / Description
Messages
This is pre-filled from prior
page
This message will differ for
each payment type and will
reflect if the policy is to be
reinstated, or if the payment
was applied to the unpaid
balance.
Receipt for Electronic Funds Literal hard coded for
Informational Message
transfer from your Agency
Payment receipt
Account
Payment Made to:
Payment details are
Payment Date displays both the
Agent:
displayed for each of
date and time the payment was
Payment Date:
these fields.
Accepted by the System.
Insured Name:
Policy Number:
In the Amount of:
Transaction Type
Page 22 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Same Day Confirmation Page
This page is displayed when a payment has already been posted for the policy.
This is a warning message, and the Agents can continue by selecting “Complete Same
Day Transaction“.
Page 23 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Omni Agent EFT Activity Log
9) Omni EFT Activity Log:
This will be available to any user with Payment authority in Izzy. The Request page is currently in
development. The Dropdown will show all Agent codes linked to the Logon Agency ID. The Date
Ranges will be defaulted to yesterday and will allow for changes.
Screen Name
Please select agent
number, Started and End
Date for request
Start Date and End Date:
MM/DD/YYYY
Edits / Description
The Agent numbers
linked to the Logon
agent will display in the
dropdown. Select the
appropriate Agent
Number
Format is
MM/DD/YYYY and is
defaults to yesterday.
Messages
Enter a valid Date
range.
Page 24 of 30
Printed on 12/03/07
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
EFT Activity Log:
The EFT activity for the date range requested will be displayed as shown:
Screen Field
Agency
Insured Name
Policy Number
Trans Date
Trans Type
Amount
Page 25 of 30
Printed on 12/03/07
Description
This will be the EFT Agent
Last, First name should be displayed
EFT Payment posted to this policy
Date Payment was posted to Policy
Type of Payment
Amount of Payment
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Omni Policy Search
4) Omni Policy Search – Request Page
The Izzy login producer will be used to retrieve the Old Omni code and the Old Omni code for all of the
Agency codes in their group view.
NOTE: The Policy Alpha Search will only display unexpired policies. If the policy is expired, you will
need to use the Home Page Billing Inquiry by Policy.
Screen Name
Please enter at least two
positions of Insured's last
name to search
Search will only return
unexpired policies for the
Agents listed
Home Button
Page 26 of 30
Printed on 12/03/07
Edit
Minimum number of
characters for Name
search = 2 and
Maximum = 15.
The filtering is done so
that the expired terms
are not displayed.
This will return the User
to the Omni Service
Center Home page
Messages
Name Invalid. Enter at least 2
Letters of Name.
No User Message
No User Message
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Omni Policy Search – Results Page
Using the Omni Agent codes listed the application will list all policies that match the portion of the Insured
Name entered. All policies with the Name or partial name entered and one of the producer codes listed
will be displayed in the results window.
To go to the Billing Inquiry or Request an Id Card for the policy selected Click appropriate Service Option
Button.
Screen Name
Select One
Billing Inquiry Button
Request ID Cards Button
Page 27 of 30
Printed on 12/03/07
Rules / Description
The default will be the
last policy found.
Messages
Only one policy can be
selected at a time
Select this to display
the Account status for
the policy selected
Select this to display
the Request ID Card
page and pass the
policy number selected.
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Request ID Card
5) Request Vehicle ID Card
This page will be displayed from the Home page Request ID Card link or from the Policy Alpha Search
Results page after clicking the Request ID card button. From the Alpha Search the policy number will be
pre-filled and will display as shown below from the Home page.
Screen Name
Agent Number
Policy Number
Continue button
Page 28 of 30
Printed on 12/03/07
Rules / Description
Dropdown of Agent
codes in the Agency
Group
Policy must be entered
with the AA99999999
format.
This will pull name
insured for policy
number and pass this
to the Confirmation
page
Messages
Invalid Policy – format AA99999999
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Request ID Card – Confirmation Page
This page displays the Policy Number, Insured Name. Please verify the policy number and named
insured are correct before submitting the request. Cancel Transaction button will return to the Home
Page for another request. If Submitted the Request ID Card receipt will display.
Screen Name
Submit Request
Cancel Transaction
Page 29 of 30
Printed on 12/03/07
Rules / Description
Messages / Comments
This will submit a
This will not print the ID Card in the
request to the AS400
Agent’s office.
to generate ID cards for
this policy. They will be
sent directly to the
Insured.
Select this to go back
to the Home page
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube
Omni Service Center
User Guide
Vehicle ID Card Receipt:
This page displays the Insured Name, Date and Time the request was received as well as the Agent
number that requested the ID Card. Along with the policy number and a comment indicating the ID card
will be MAILED to the insured the next business day.
Screen Name
Print Button
Request another ID Card
Home
Page 30 of 30
Printed on 12/03/07
Rules / Description
Select this to print the
page as shown.
Select this to return to
the Request ID Card
page with the policy
number field blank
Select this to return to
the Omni Service
Center Home page
Messages / Comments
This will not print the ID Card in the
Agent’s office.
DRAFT
Revised
11/21/2007
11/30/2007
Maureen Dube
Maureen Dube