When a policy is purchased as part of a new home closing, the premium is generally paid by the Title/Home Closing Company as part of closing. Any follow-up on payment should be directed to the agent of the policy — not the mortgage company or the insured.

If the policy shows as unpaid, notify the writing agent before taking any further action. Confirm with the agent whether:

• The closing has already occurred
• The Title/Home Closing Company is responsible for submitting payment
• There are any known delays or special instructions

Send a direct RingCentral message using this template:

Do not contact the mortgage company or the insured directly about payment for home closing policies. After receiving guidance from the agent, if payment is still pending and the agent hasn't responded, transfer the task to the agent using the "Transfer of Task – New Home Closing" email template.

Document all communication and payment updates in EZLynx.

1. Turn off VPN (optional) and go to mycoverageinfo.com/agent
2. Input the Loan Number, property zip code, and the insured's last name
3. Click Continue if a pop-up appears
4. Check the registered policy numbers and carrier name

1. Click "Add / Update Policy" in the upper right
2. Upload one of: EOI, Signed Application, Invoice, or Declaration Form
3. Enter payments@protectivechoice.com under Contact Information / Contact Email
4. Click Submit — a confirmation email lands in the payments inbox
5. Note the action taken in EZLynx
6. Attach the My Coverage Info confirmation email
7. Take a screenshot of the updated My Coverage portal and attach it in EZLynx

Send a payment follow-up email to the mortgage company and continue with the Mortgage Payment Task SOP.

Create a task assigned to the Payments Department to verify payment status. Due date is 3 working days from policy receipt. Task description: Policy# - Self-Pay, amount.

Log in to the carrier's website and thoroughly verify the invoice, payment transaction, and policy status.

Check if the insured is on Autopay/Recurring payment:

• If yes — don't send a follow-up. Move the task to the due date for monitoring once payment posts. (See the Autopay process update doc.)
• If not — continue to the next step.

If payment isn't reflecting on the carrier site, call the carrier to confirm. Put full notes and screenshots in EZLynx.

Email the customer confirming receipt, with the receipt or a screenshot attached. Use payments@protectivechoice.com, CC the agent, BCC pci.qa@protectivechoice.com (Corporate: CC policy servicing instead of the agent). Use the "THANK YOU EMAIL (full payment received)" template. Close the task and file everything in EZLynx.

Send the "THANK YOU EMAIL (installment/pay plan)" template noting the upcoming due date, same CC/BCC rules. Do not close the task — update the amount and move it to 12 business days before the next due date. Update the Payments Team Tracker status to Paid/Unpaid.

Email the insured (CC agent, BCC QA; include a co-applicant if there is one) using the "SELF PAY First Payment Follow up (New Business Only)" template, with the invoice attached. No calls or SMS yet — this is the first touch. Move the task to 3 working days out, or align with the carrier's payment deadline. Screenshot the portal and attach it in EZLynx.

Log in to the customer's policy on the carrier site, take payment details, and verify them. Set a follow-up task 3 business days out to confirm the payment didn't reverse. If the customer is agency-billed, send a Stripe invoice through the CRM instead and set expectations about the convenience fee.

Same thread, sent in the morning. Use the "SELF PAY Second Payment Follow up" template. Don't move the due date yet — check back in the afternoon. If still no response, call the customer (9am–5pm EST). No answer → leave a voicemail and send the "General Payments Follow Up" SMS, then move the task 3 working days out.

Same thread, morning send, "SELF PAY Third Payment Follow up" template. Check back in the afternoon; if no response, call. No answer → SMS follow-up and move the task another 3 working days. If there's a co-applicant and still no response anywhere, contact them directly too.

Only after all follow-ups are exhausted and there's still no response. Email the agent that the task is transferring (CC Amanda, Roge, Jana, and QA), using the "TRANSFER OF TASK TO AGENT" template with the outstanding invoice attached. Transfer the task in EZLynx, set to 3 business days, and send a RingCentral message to the agent as well.

Work the task assigned by the Audit or Processing Team. Task description: Policy# - Mortgage/Escrow, amount, due 7 working days from receipt. Log in to the carrier's website and thoroughly verify the invoice, transaction, and policy status.

Email the customer with the receipt attached, using payments@protectivechoice.com, CC the agent, BCC QA, and the "MTG payment received" template. Close the task and file all communication in EZLynx.

On a pay plan with a balance? Same email flow, note the upcoming due date, keep the task open, and update the Payments Team Tracker (Paid/Unpaid). Screenshot the portal for the file.

Check the mortgagee details spreadsheet, and review Processing team notes/screenshots in EZLynx for accuracy. If the mortgage is accessible via My Coverage Info or Ihaveinsurance.com, check payment there first. If not accessible online, email (or fax) the mortgage — attach EOI, Declaration Page, and/or Invoice — using the "MTG ESCROW – 1st Follow-up to Mortgagee" template. No calls yet on this first touch. Move the task to 7 working days out, or align with the carrier's deadline.

Recheck My Coverage Info/the mortgagee spreadsheet, or call the mortgagee (9am–5pm EST). If payment was settled, get the check number and move the task 7 business days out to monitor. If unreachable by phone, email using the "MTG ESCROW – 2nd Follow-up" template, CC agent, BCC QA. Don't update the due date until you've checked back in the afternoon; if still nothing, set the task 1 working day out.

Start a separate email thread (don't add to the mortgagee thread). If phone contact with the mortgage succeeds and payment is settled, log the check number and monitor. Otherwise, use the "Mortgage is Unresponsive after multiple attempts" template with the agent and QA CC'd. Check back in the afternoon; if no response, set the task 2 working days out.

Confirm current info and status on My Coverage Info. No change → call the mortgagee. Payment settled → log the check number/date and monitor 7 business days later. Can't reach the mortgage → email the mortgagee (CC agent + insured, BCC QA) and call the insured to confirm the loan number and any mortgage changes.

• If the insured reports a new mortgage — get the new details, update the carrier site, send the updated Declaration Page, and restart at 1st follow-up.
• If the insured confirms no change — send the "MTG ESCROW – 3rd Follow-up" template, check back in the afternoon, and set the task 3 working days out if still no response.

Confirm status and any pending cancellation notice/date on the carrier site and My Coverage Info. Email the agent that the task is transferring (CC Amanda, Roge, Jana, QA) using the "TRANSFER OF TASK TO AGENT" template. Transfer the EZLynx task, set to 3 business days, and log everything.

Check the mortgagee spreadsheet for My Coverage Info access; if available, search by loan #, zip, and last name. If not, call the insured for any loan number or mortgage change. No answer → leave a voicemail and email using the loan-number-change template (CC agent, BCC Roge + QA). Continue the same email → SMS → call escalation ladder (3 working days between each attempt) used elsewhere in this SOP, and transfer to the agent after all attempts are exhausted.

Underwriting or missing document: email the Documents team, log the cancellation reason in EZLynx, and set them a task due the next business day (same-day if the cancellation date is today/tomorrow — follow up via RingCentral, no email needed).

Non-payment: review email history and Payment task activity in EZLynx. If the task was already endorsed to the agent, notify them via RingCentral of the policy status, the pending task, the cancellation reason, and that follow-ups were completed with no customer response. If no follow-ups are on record, escalate to your Team Lead.

Check the Documents field on the carrier website for an updated Declaration Page, and validate whether the new mortgagee details match what's shown under Billing/Interest.

Download the updated Declaration Page and email or fax it to the new mortgagee (or send via My Coverage/Ihaveinsurance.com if supported — check the mortgagee spreadsheet). Use the "Follow-up to Mortgagee – update policy information" template.

Email the customer about the mortgagee change and attach the new Declaration Page, using the customer-facing template.

Note: "Policy Number – Mortgagee Change from (old) to (new)." Upload and label the new Declaration Page, and attach/label all email communication.

Input the new mortgagee under additional interest/endorsement/mortgage. If unsure how, call or use the carrier's chat bot — the field varies by carrier. If cancellation or non-renewal is imminent, manually input the details from the Declaration Page and send it to the mortgagee right away.

Set a Payments task due in 3 business days ("Policy# – Mortgagee Change Follow Up (RA Name)") and log the change in EZLynx notes. After 24 hours–3 business days, check for a new Declaration Page, upload and label it, note the update, and close the task.

Download and send the updated Declaration Page to the new mortgagee (email, fax, or My Coverage), and separately advise the customer by email with the Declaration Page attached — label and file all communication in EZLynx.

The Renewals Team checks the Renewal Tracker and, if payment is needed, sets a Payments task in EZLynx 30 business days or earlier before the renewal date. This is the trigger for the Payments Team's first follow-up.

Email the insured with the Renewal Declaration Page and invoice attached, using the "SELF PAY – 1st Follow up to Insured (upcoming renewal)" template (CC agent, BCC QA; include a co-applicant if there is one). No calls yet — instead send the Renewals SMS reminder, then move the task to 15 working days before renewal.

Same thread, morning send, "Self Pay – 2nd Payment Follow Up" template with the outstanding invoice attached. Check back in the afternoon; if no response, call (9am–5pm EST). No pickup → friendly SMS, then move the task 7 working days before renewal.

Same thread, "SELF PAY Third Payment Follow up" template. Check back in the afternoon; no response → call, then SMS if unanswered, and move the task to 3 business days before renewal.

Check the carrier site for payment. If nothing posted and there's been no response to email, SMS, or calls, transfer the task to the agent (CC Amanda, Roge, Jana, QA) using the "TRANSFER OF TASK TO AGENT" template, set to 2 business days, and send a RingCentral message confirming the transfer.

Same trigger as self-pay: a task set 30 business days before renewal. First, check My Coverage Info — if payment is already updated there, skip the email and move the task to 15 business days before the due date to monitor.

Email the mortgagee using "MTG ESCROW – 1st Follow-up to Mortgagee (update policy information)" (CC agent, BCC QA). Log the note template in EZLynx.

Check the carrier site; if unpaid, send the "MTG ESCROW – 2nd Follow-up" email, and call the MTG (9am–5pm EST) to confirm status, loan number, insured name, and property address. If the mortgage has no record on file, work the insured escalation ladder: call → voicemail → email → SMS → final email → final SMS → call, each step 2–3 working days apart, ending in a transfer to the agent if the insured never responds.

Recheck the carrier site; call the MTG if still unpaid, then send the "MTG ESCROW – 3rd Follow-up" email (CC agent, BCC QA). If the insured responds with updated info, confirm the correct loan number and mortgage details, log the discussion, and move the task accordingly.