Commercial Lines Service · training guide · draft

How to process a policy change (endorsement)

Apply a client's requested policy change at the carrier, record it in Applied Epic, and confirm it to the client only once the carrier has accepted it.

Typical time: about 12 min · Use this when a client emails a change request such as adding or removing a vehicle or driver, or updating a location or address.

Steps

1. 1
   Read the client's email and list every change requested. · Microsoft Outlook

   One email can hold several changes. Note each one separately so you can record each as its own change type.
2. 2
   Open the policy in Applied Epic and log the request as an activity. · Applied Epic

   Every client request must be logged as an activity. Set the activity type here.
3. 3
   Open the policy change screen in the portal of the carrier that holds the policy. · Carrier agent portal (Travelers, Liberty Mutual or The Hartf

   Travelers is the most common, then Liberty Mutual and The Hartford. Use the portal of the policy's carrier.
4. 4
   Choose the change type the client asked for; repeat for each change. · Carrier agent portal

   Decide: follow the email. For a young driver (under 21) or one with violations, check the carrier's driver eligibility guidelines and send the change to the underwriter.
5. 5
   Enter the effective date and the vehicle or driver details from the email. · Carrier agent portal

   Copy VIN, name, date of birth and license number from the email. Retyping causes mismatches.
6. 6
   Submit the change and note whether the carrier accepts it online or refers it to an underwriter. · Carrier agent portal
7. 7
   Open the activity in Applied Epic and set the status from the carrier's response. · Applied Epic

   Decide: Completed if the carrier accepted online (usual for vehicle and address changes). Pending underwriting if referred (usual for new drivers until the MVR runs).
8. 8
   Enter the premium from the carrier in Applied Epic once the change is accepted. · Applied Epic
9. 9
   Reply to the client with the confirmation and new ID cards after carrier acceptance. · Microsoft Outlook

   Never confirm coverage before the carrier accepts. If the change is pending underwriting, do not send a confirmation yet.

Watch out for

• Retyping between systems: 56% of Outlook-to-Travelers entries and 81-90% of portal-to-Epic entries are retyped, with up to 7.5% mismatches for Travelers to Epic.
• About 8% of cases have steps redone, most often the message body, activity status and activity type. Check that the request is complete before you start.
• Driver changes are often not finished right away: about 83% of Add driver cases end as Pending underwriting, so do not mark them Completed or confirm them early.
• Opening Microsoft Edge in some cases (about 13%) adds around 3 minutes of work. Stay in the carrier portal and Epic unless you need something else.

Faster ways

• Copy and paste details (VIN, driver data, effective date, premium) between Outlook, the portal and Epic instead of retyping them.
• Ask Microsoft 365 Copilot to summarize the email into a list of changes with their details before you open the portal; check the list against the email.
• Raise with your team lead the idea of a Power Automate flow that prepares routine changes for your approval; licensed staff still handle anything that needs coverage advice.

Written by AI from how the team actually did this work (2026-10-19 to 2026-10-23): the most common path, the steps people add or redo, and where errors happen. Review and edit before sharing.