• Improve productivity – saves you time
• Enhance customer satisfaction – gives your clients what they expect; immediate completion
• Increase retention – satisfied customers is the name of the game

The Hartford first introduced the Policy Change Center in 2007, to make it easier and faster for you to do business, to help drive cost savings for your agency. Today over 60 percent of our agents are using the Policy Change Center daily to complete auto endorsement requests. According to the ACORD/Augie 'Real Time Savings Calculator' the average CSR calling in just one change to The Hartford per day can save 13 full days of time by using the Policy Change Center in one year. (Calculation based on average Call Center endorsements, call times and PCC Endorsement Processing; Augie=Accord User Group Information Exchange.)

Helping You with the Policy Change Center

The Hartford is committed to helping you gain the efficiency advantage the Policy Change Center presents for your business while providing seamless service to your customers.

The Hartford Customer Service representatives will continue to assist you with endorsements where the Policy Change Center is unable to return a real time rate for premium bearing changes. Policyholders of agents contracted for our Customer Center will continue to call in their policy changes. However, we will require that all agents making changes on behalf of their customers complete them in the Policy Change Center beginning November 3.

The following are activities and resources to support you with our Policy Change Center capabilities:

• Effective October 1, we’ve improved our turnaround time for the few types of changes not supported by the Policy Change Center, from 48 to 24 hours in order to provide you and your customers with an even better level of service.
• Work is underway to further enhance and streamline Policy Change Center throughput for real time policy endorsements to make it even easier for you to do business with The Hartford. These will include changes to named insured, account credit, and backdated changes over 14 days in the near future.
• We are working with Agency Management system vendors to link their systems with the EBC and Policy Change Center, helping you to receive even more value from your technology investment.
• The Hartford continues to hold regularly scheduled webinars for Policy Change Center training. We encourage you to enroll in a webinar, if you’re new to the Policy Change Center or need a refresher to rediscover its advantages. You can register on the EBC through Hartford School of Insurance website under the Personal Lines and EBC servicing links. Also you may work directly with your Personal Lines Sales Representative.

Each time you personally respond to customers’ requests quickly through the Policy Change Center you are showing your customers the value of your agency and how you stand out from your competitors. Once you use the Policy Change Center routinely, you’ll wonder how you ever managed business without it.

If You Haven’t Yet Gotten Started; Simply sign into the EBC to access the Policy Change Center. On the EBC home page select PL Policy Changes from the Service Customers menu. Or, from the “Let’s Do Business” tab. When you’re entering your policy changes, if you have a question or need help, you can contact our Agency Interface Services at (877) 322-4833.

If you have any questions, please contact your Personal Lines Underwriter or Sales Representative.