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Certificates Requests are received from the insured or AE via e-mail or fax and delivered to Quest Team E-Mail.  The AE can e-mail to request@sterlingrisk.com or attach insured’s request to Q-CR assigned to QT.

 

If sent to request@sterlingrisk.com

  • E-mail is attached to a Q-CR Activity Code
  • Q-CR is assigned to a Team Member or PATRA

If AE is setting up Q-CR Activity code

  • Certificate request is attached to Q-CR activity code
  • Q-CR activity is assigned to QT
  • Q-CR is distributed to a Quest Team Member or PATRA

Quest Member process certificate through CSR 24

  • Activity is notated and closed out
  • Certificate turn-around time is four hours
  • URGENT certs that come in 8:30 – 9:00 will be processed by employees who have 8:30 – 4:30 hours  URGENT certs that come in after  4:30 that must be done by end of day will be assigned to employees with 9:00 -5:00 hours .
  • If we receive a second request for a cert, the e-mail or phone call is forwarded to the Quest  Associate handling  that cert . If it is assigned to PATRA, “URGENT” is added to the beginning of the subject line.

·          NOTE: All certs needed immediately are labeleld as URGENT  and handled in house.  

PATRA CERTFICATES

  •  Complete CCD Form.  Attach CCD Form to a Q-AP Activity Code.
  • Responsibility for completion of CCD Forms will be:

Assoc. Account Executives:     New CCD Forms for Existing & New Accounts

Quest Team:                                     Update CCDs on Renewal

  • A  green sticky is inserted on policy page for those accounts that have certificates processed by PATRA
  • PATRA Certificate turn-around  goal  is 5 hours.
  • PATRA e-mails are to be responded to within 1 hour.
  • Change PATRA  e-mails to another color in Outlook.
  • Endorsements : Additional Insured Forms/ Waivers  etc
    • Blank endorsements are attached to CSR24
    • Forms that must be completed are attached to  the CCD Form Q-AP code via Etfile.

 

MONITORING & FOLLOW-UP

Quest Dashboard:

  • Certificates that have been in the dept for over 4 hours are highlighted in red on dashboard.  EVERYONE will check their own upon arriving and some time before leaving for the day.
  • NOTE: ALL QUESTIONS ARE NOTATED IN NOTES IN ACTIVITY

DRAFT CERTIFICATES

  • Certificates are stamped with word “DRAFT”
  • Signature is removed from bottom of certificate