To shed light on eDocs and Messages, we sat down with Cortney DeCaires, the application manager at Morris & Garritano Insurance. In this article, she shares her insight on the benefits of these tools and answers questions users may have about the technology.
What is eDocs/Messages?
Cortney DeCaires (CD): In short, it is a secure technology that allows carriers to send electronic communication directly to the agency management system (AMS) in a format that allows the AMS to add an activity with attachments and/or notes that would normally be manually pulled from a carrier website. eDocs are documents/files that are transmitted, while Messages are “activity notes” that are transmitted without an attachment. Epic Configure also has the ability to label the attachments per agency standards and mark them client accessible for CSR24 if desired.
Will eDocs/Messages overwrite my policy data?
CD: No. Unlike policy download, eDocs/Messages do not overwrite any system information — they create new activities and add notes and/or attachments to the activities they create. Think of eDocs working the same as dragging and dropping a file to a client or policy and creating an activity with it. Messages are the same as adding a new activity with a note. Nothing about eDocs changes your policy data.
Can eDocs/Messages update an existing activity?
CD: No, however if the desired destination of the attachment or note is a pre-existing activity (in Epic), it is still quicker to accept the eDoc/Message and copy/paste the note or use the edit attachment detail screen to associate the file with another activity. You’re still saving the step of logging into the carrier portal, navigating to the file, saving locally (and naming the file), locating the client/policy and adding it to the system.
What if I only want eDocs/Messages for some things but not others (e.g., commercial lines but not personal lines, or cancellation notices but not policies)
CD: Some carriers will allow you to pick and choose what eDocs/Messages you want to receive when you sign up. You can also configure Epic to reject certain eDocs/Messages both by transaction type and by structure.
Is there a cost associated with using eDocs/Messages?
CD: Most carriers offer this service free of charge to the agency — the carrier covers the cost. There is at least one carrier that does pass on the cost to the agency, but the charge is minimal and there is immediate ROI.
How can I find out which carriers offer this technology?
CD:
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- IVANS Connections Grid: If you are already set up with IVANS, this would quickly identify any carriers you are already connected to for other interface services (like policy download, commissions download and claims download). There is a column that will identify which offer eDocs/Messages.
- Applied’s Download Partners list: Log into Applied Community > Product Information > Interface Services > Download Partners.
- Check with the carrier: Most carriers will have resources online with enrollment options and helpful documentation.
How do I get started with eDocs/Messages?
CD: For assistance with getting your AMS set up, connect with someone at IVANS (connections@IVANS.com). Once your AMS is configured with some basics, you’ll want to connect with your carriers as well, especially since all carriers offer a different mix of eDoc/eMessage types. I’m also happy to help! eDocs are my passion and I would love to see every single agency turn them on. Email me at cdecaires@MorrisGarritano.com
Do you have any tips or tricks to getting started with eDocs/Messages?
CD: Start with one carrier that you know has been popular among other agencies (or has a good reputation for interface). Configure that company, get your procedures updated to accommodate eDocs/Messages and show your agency the time savings of eDocs/Messages to help with any resistance to change. Once you have that company dialed in, start adding more companies. I highly recommend keeping a reference document/record to track which companies you’ve enrolled and detail what you are receiving.
If you enjoyed this article, learn more about eDocs & Messages in this ACN webinar: Peer Insights: eDocs and Messages Download and Claims Download. All webinars are free to ACN members — discover membership benefits today.
Cortney DeCaires, application manager at Morris & Garritano Insurance, is the go-to person when it comes to all things Epic. She was instrumental in the agency's property and casualty conversion from TAM to Epic, as well as their employee benefits conversion from BKB to Epic, earning herself the affectionate title of “Epic Guru” along the way. Her responsibilities entail ensuring optimal utilization of Epic, including interface services such as eDocs & Messages and download, while concurrently ensuring alignment across all departments in configuration decisions.