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.

1. Agents

Agents are the primary resource for policyholders, responsible for managing policies and providing support throughout the policy lifecycle.

Key Responsibilities:

• Policy Issuance: Utilize the Green Path for auto-issuance and submit applications for Yellow Path review when necessary.
• Policy Maintenance: Process changes, endorsements, 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.

2. Underwriters

Underwriters handle complex policy tasks that require detailed review, ensuring compliance and accuracy in policy management.

Key Responsibilities:

• Yellow Path Reviews: Assess and approve policy changes, endorsements, and cancellations.
• Claims Referrals: Review claims flagged for underwriting due to inconsistencies.
• Provisional Rates: Address policies issued with temporary rates due to system downtime.

Tools and Workspaces:

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

3. Claims Examiners (Future Content)

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

Key Responsibilities:

• 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

• Agents and Underwriters: Work together to process complex policy changes and ensure smooth renewals.
• Underwriters and Claims Examiners: Collaborate on flagged claims to resolve discrepancies and maintain policy integrity.
• Agents and Policyholders: Serve as the main point of contact, facilitating actions through the Consumer Portal.