Equinox User Roles

The Equinox platform is designed to support three primary user roles: Agents, Underwriters, and Claims Examiners. Each role has distinct responsibilities and tools tailored to their workflows, ensuring efficient and seamless policy management.

Agents

Agents are the primary resource for policyholders, responsible for managing policies and providing support throughout the policy lifecycle. Policyholders will access data from Equinox through the Consumer Portal.

Important Functions

• Policy Issuance: Auto-issue most policies that do not require documentation. Documents must be reviewed by underwriters.
• Policy Maintenance: Process changes, cancellation requests, and renewals.
• Consumer Portal Familiarity: Guide policyholders on using the Consumer Portal for payments, claims, and policy updates.
• Claims Assistance: Initiate claims or assist policyholders with the claims process.

Tools and Workspaces

• Agent Workspace: Six queues for managing tasks, including applications, changes, and renewals.
• Search Bar: Locate policies, claims, or documents efficiently.

Underwriters

Underwriters handle complex policy tasks that require detailed review and familiarity with NFIP rules.

Important Functions

• Policy Reviews: Assess and issue policy changes and cancellations.
• Claims Referrals: Review claims flagged for underwriting due to inconsistencies.
• Document Review: Verify and validate documents required for NFIP compliance.

Tools and Workspaces

• Underwriter Workspace: Fifteen specialized queues for task management.
• Productivity Dashboard: Monitor workload and performance metrics.

Claims Examiners

Claims Examiners focus on resolving claims-related tasks and collaborating with underwriters and agents for accuracy and efficiency.

Important Functions

• Claim Processing: Review and resolve claims efficiently.
• Underwriting Collaboration: Address policy discrepancies identified during claims.

Tools and Workspaces

• Claims-specific tools and workflows (details to be developed).

Collaboration Between Roles

	Policyholders	Agents
Agents	Serve as the main point of contact, facilitating actions through the Consumer Portal.
Underwriters	Answer questions about policies, direct all other requests back to agent	Work together to process complex policy changes and ensure smooth renewals.
Claims Examiners	Answer questions about ongoing claims, direct all other requests back to agent	Collaborate on flagged claims to resolve discrepancies and maintain policy integrity.