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Operating Assumptions

  •  Certificate Turnaround Service Standards
    1. Normal cert requests are turned around within 24 hours of request
    2. Rush cert requests are turned around within 3 hours of  request
    3. Sterling will issue certificates in-house requiring a turnaround time less than 3 hours.
    4. Renewal certificates are turned around within 48 hours of receipt of request
    5. If another time is required, such as “Before end of business day” or “by 4:00PM today” this can be noted in the request.
    6. New Business certificates are turned around within 24 hours of request (data input of cert holders for new S&S accounts to Excel spreadsheet for import)
  •  S&S Account Management staff creates certificate templates in CSR-24.
  •  The handling of Additional Insured Endorsements, Waivers of Subrogation, Loss Payable Provisions, Primary Wording, delivery and special instructions are specific to each insured and detailed in the Certificate Control Document (CCD) or activity/email.
    1. Generally endorsements are not included with original certificate.
    2. If certificate is rejected due to missing endorsement, endorsement can be pulled from etFile policy (typically bookmarked). Holder name and address are to be typed onto the endorsement within etFile
  •  A request for status on a certificate’s progress can be sent at any time to Patra.  Status information is also available at any time from Patra’s workflow management system, QuickBase, available online (www.quickbase.com).
  •  Documents Signatures: Unless a wet signature is specifically requested, the bitmap signature of the producer is inserted in the document. If a wet signature is specifically required, the documents are prepared and emailed to Account Management staff to be signed and delivered.
  •  Patra will not send copies of certificates to the insurance carriers unless specifically directed in an email request.

 

 Request Initiation

  •  Account Management staff creates an activity in TAM assigned to Patra. Q-CR code is used for ad-hoc certificates and QRCR is used for renewal requests.
  •  Specific instructions for each request will be detailed in the activity notes section, original request is attached to activity.
  •  If a rush cert, Account Manager will note “RUSH” in the subject line of activity and/or list specific delivery time needed.
  •  For renewal, new business certificates and EOP’s, “renewal”, “new business”, and “Evidence of Property” are specifically indicated in the subject line of the activity to Patra.

 

Work Order Intake and Request Validation

  •  If the cert request asks for:
  1.  Additional Insured status and no coverage specified, the default is General Liability
  2. Waiver of subrogation and no coverage specified the, default coverage is General Liability. If no WOS is permitted on the CCD, Patra will send an email to Eliana/Jean.
  •  If permitted, use DOO wording: ”Waiver of Subrogation applies.”

 

Coverage Verification

  •  The request is checked against the CCD. An email is sent back to Eliana/Jean if:
  1.  If the requested coverage is not provided by templates in CSR-24
  2. If the requested coverage is expired or cancelled
  3. If the request asks for coverage/endorsements not permitted by the CCD

 

Certificates & Evidences

  •  The staff member selects the most appropriate certificate template.
  1. If Patra cannot find a currently effective template that evidences all requested coverages an email is sent to Eliana/Jean detailing the coverages needed.
  2. In cases where the insured has multiple locations, the template best matching the location and coverages of the request is selected.(location name)
    1. The coverage limits and deductibles required by the request are checked.  If limits and coverages are not sufficient an email is sent to Eliana/Jean.
    2. TAM is checked to confirm details such as premises, locations, vehicles and equipment to ensure they contain property identified in the request. If property cannot be confirmed in TAM an email is sent to Eliana/Jean. May have to look in attachments in TAM for spreadsheets.
  •  The cert holder database in CSR-24 is checked to ensure that a duplicate certificate has not been recently issued.
  •  Description of Operations Wording

Patra will endeavor to minimize the wording in the Description of Operations area.  Generally, the wording will be completed with information from the request and follow these rules:

  1.  When no specifics are given in the request, “Evidence of Insurance”
  2. When a job or project is specified: Re: Job #(job or project number)
  3. When an event, account, lease, contract or loan is specified: Re: (specific information)
  4. Premises, locations, vehicles, equipment and other scheduled property are itemized with sufficient detail to establish uniqueness.  Specifically, year, make, model and VIN# are included for vehicles, and make, model, serial and value (when requested) are included for equipment.
  5. When an Additional Insured endorsement is requested:  (Proper name of entity) is named additional insured to (specific coverage)
  6. If primary wording is requested: “Insurance is primary” or “Insurance is primary and non-contributory”
  7. When a certificate is issued for an OCIP project:  GL applies to off-site exposures only.
  8. When a Waiver of Subrogation is requested:  Waiver of Subrogation applies.
  9. If an endorsement is to be issued by the carrier, the following wording is included:  Per form to follow

 

  • Printing and Final Verification

During training certificates will be issued in CSR-24 and emailed to Elina for review PRIOR TO DELIVERY TO THE HOLDER/INSURED. Email and Fax delivery will be done through CSR-24.

After certificate has been delivered to recipients in CSR-24, TAM activity is closed.

  1. Note in activity “CSR-24” and a delivery description “emailed to” holder address/insured address, etc.

 

Quality Assurance

A Team Lead reads the request and inspects the certificate documents.  After the team lead has reviewed the documents, the work order is again reviewed by the QA Manager.  Work found to have errors is returned to the staff and re-worked.

 

Document Delivery

  •  Sterling and Sterling’s preferred method of document delivery is by email.
  • All activities/request will provide specifics for certificate delivery; deliver to the insured and cert holder using email or fax as detailed in the request:

1.    If delivery method is email:

  • Send directly from CSR-24, add email address in recipient field and check box to “email form”
  • The body of the email is the default delivery message generated by CSR-24

2.    Faxes are sent from csr-24, add fax number in recipient section, no coversheet necessary

 

Renewals and New Business -TBD

  • Activity generated by S&S Account Management staff.
  • The Patra PrintShop can be requested to
    1. prepare and US mail a binder of certificates.
    2. Email Insured cert holder list
    3. Put renewal certs on a flash drive
    4. Put renewal certs on a CD
  • The cert holders’ copies are US mailed by the Patra PrintShop.
  • If a Workers Comp policy renews on a different date than the other coverages, then certificates are re-issued to all cert holders without associated endorsements.