MAPFRE Insurance
Agency Interface User Guide
Version 1.9
TABLE OF CONTENTS
DIRECT BILL AND CLAIM INQUIRY USER GUIDE
· Agent Options Page Overview
BILLING
Billing Search
· Policy Number
· By Insured Name
Batch Payment
· Batch Entry
· Paid at Agency
· Preauthorized Insured Check
· Preauthorized Agent Check
Billing Summary
· Billing Summary Screen
· Current Amount Due
· Payments Made At the Agency
· Agreements on Cancellations
· Outstanding Balance
· Viewing Unposted Funds
· Viewing Vehicle Information
· Billing Schedule
· Current and Future Bills
· Minimum Due
· How are Payments Applied to the Schedule
· Printing a Bill
CLAIMS
Claim Inquiry Overview
Claims Search
· By Policy Number
· By Loss Number
· By Claim Number
· By Appraisal Number
See Reports for Losses Created Report and Closed Claim Report
Claim Details
Loss/Claim Information
Transactions
· Transactions Detail Screen
Vehicles
· Detailed Vehicle Information Screen
Single Payment
· Single Payment Entry
· Correcting Errors with Singe Entry Transactions
· Claim Summary
· Appraisal Detail
· Payment Detail
Surcharge Info
· Surcharge Summary
· Forms History
· Loss/Claim Notes
· Appendix A – Policy Types
· Appendix B - Common Abbreviations Used in Loss Descriptions
DEC PAGES
DEC Page Search
· DEC Pages by Policy Number
DEC Page Selection
· DEC Pages by Insured Name
DEC Page Years Available
· DEC Page Printing
REPORTS
Report Selection
· DEC Transactions
· Losses
· Closed Claim
· PAA History Report
BATCH ACTIVITY
Batch Entry
· Batch Payment Entry
· Printing One Check for All Agency Payments
· Printing Separate Checks for Each Agency Payment
· Verifying Your Entries, Changes, and Corrections
· Transmitting The Batch to MAPFRE
· Display/Correct Batch Button
· Deleting Payments
Bank Account Information
· Storing Agency Bank Account Information
· Change/Delete Stored Agency Bank Account Information
Batch Report
· Printing Your Current Batch Report
FAQ-Frequently Asked Questions
THE AGENT OPTIONS PAGE
The Agent Options Page is your main page for the Agency Interface System. Upon login, you will be directed to the Agents Options Page. You will be able to select from the following options:
· Direct Billing/Claim/Dec Inquiry
· C/L Collaborative Edge
· P/L Collaborative Edge
· eCommerce
Billing Search - Direct Bill Inquiry by Policy Number
1.
Click on the Billing tab. (System defaults to Billing)
2.
Choose Policy Number from the Search Type drop down box and enter the six digit policy number in the Search Value text box. (System defaults to Policy Number search type)
If you wish to inquire about a specific policy type, select the type from the Policy Type drop down box:
Auto - Auto (personal, commercial, auto garage)
Home - Homeowner, Dwelling Fire, Business Owners
Other - All other policy types
If you want to display all policy types, leave this field blank.
3.
To process the request, press the PROCESS button on the bottom of the screen.
4.
To select a policy, click on the policy number. This will bring you to the Billing Summary screen.
Billing Search - Direct Bill Inquiry by Insured Name
Choose Insured Name from the Search Value and enter the insured’s name in the Search Value text box.
You must enter all or part of the insured's name, last name first. [The more characters you enter, the fewer policies that will be displayed. However, the search will be based on an exact match. For example, if you enter JOHNSON CAROL, only those policies with an insured name that matches exactly will be displayed. If you enter, JOHN, all policies with last names beginning with JOHN will be displayed; if you enter "J", all policies with last names beginning with J will be displayed.]
If you wish to narrow the search to a specific policy type, select one of the following from the Policy Type drop down box:
To determine the number of records to appear on each page, use the Results Per Page drop down box to select the number of records.
5.
To process the request, click on the Process button on the bottom of the screen.
6.
The Insured Name Selection screen will appear including a list of insured names that match the selection criteria in alphabetical order.
7.
8.
If the Next button appears, there are more policy numbers to choose from.
Summary
To view the Direct Bill Summary screen, click on the grey Summary button. This is the screen you will use most often to answer the most common billing questions received in your office.
Current Amount Due Section
The Current amount due section indicates what is due as of today’s date. If payments have been transmitted to MAPFRE, they reduce the amount shown in the "amount still due" column. The outstanding balance information is not updated until payments are received at MAPFRE.
If a paid at agency has been transmitted, but the payment has not yet been received at MAPFRE, a blue message will display across the middle of the screen indicating that there is an open paid at agency transaction on the policy. No message appears if the actual check for the paid at agency has arrived at MAPFRE.
If an agreement was made by our Customer Service Department on a non-payment cancellation, the "Minimum Due" column will be labeled as "Agreed Amount." The "Amount Still Due" column will be labeled as "Amount Still Due on Agreement." (Includes Paid at Agency or Preauthorized Check payments already transmitted to MAPFRE) See Below.
Notice Type
Date Issued
Date Due
Agreed Amount
Amount Paid
Still Due on Agreement
CANCL NOTC
02/14/2000
03/08/2000
$188.00
$ .00
Outstanding Balance as of 03/02/2000 (excludes Paid at Agency) $586.00
1. Agreements on cancellations are also displayed as a separate line item in the billing schedule on the Direct Bill Summary screen. You can also view agreements on the Detailed Transaction screen and in the current amount due section of the Billing Summary screen (as displayed above). Agreement information is available in all three locations. The example below illustrates how agreements will be displayed in the billing schedule section of the Billing Summary screen.
Billing Schedule
Minimum Due
Bal On Notice
Amount Applied Toward This Notice
BILL
12/10/1999
01/02/2000
$203.96
$943.00
$250.00
01/04/2000
02/02/2000
$49.34
$696.00
$200.00
02/03/2000
03/02/2000
$98.36
$499.00
$.00
03/10/2000
04/02/2000
$291.76
$2012.00
04/10/2000
05/03/2000
$1427.56
$2022.00
AGR AMT LE
05/02/2000
$645.80
Outstanding Balance
Please note that minimum due amounts reflect payments made at the agency. The "Outstanding Balance" is not updated until those payments are received at MAPFRE.
Viewing Unposted Funds
A link titled “Click here to view unposted funds” is available on the Billing Summary screen located above the current amount due for policies with unposted funds. For example, if we process a payment that comes in through our doors today, you would normally not see it posted in Direct Bill until the following day with today's date as the date posted. This is because we post those transactions in the evening. The new link will appear above the current amount due if a payment was processed at MAPFRE and will be posted this evening. The majority of payments are processed in bulk and our files are updated with that information late in the afternoon (usually between 3:00 - 4:00 p.m.) Because of this, you will likely see more policies with unposted funds in the late afternoon hours than you will throughout the earlier hours of the day. When you click the link, you will see the amount of the payment and the date and the time it was processed here. Preauthorized check payments that have been logged in and transmitted to MAPFRE via the agency Interface System will also appear as unposted funds.
You can view the vehicle year, make and model on the left hand side of the Billing Summary page. To view the detailed vehicle information, click on the grey Vehicles button.
This portion of the screen offers an historical look at bills that have been issued and bills that will be issued in the future. As changes occur, (endorsements, payments, returned checks, missed payments, etc.) the schedule will be adjusted to reflect those changes. The future bills displayed in the schedule assume that the current amount due will be paid by the due date. Flat fees are included in the minimum due amounts. Future bills do not reflect installment charges. (Commercial Auto, BOP, and Fire policies.)
An asterisk in the "Notice Type Column" will indicate agreements made on policies pending cancellation for non-payment. This is an example of how a cancellation will display in the billing schedule. This example shows an agreement made on the Cancellation Notice, which was issued on 02/14/00.
Amount Applied Toward this Notice
RENWL BILL
09/06/1999
10/05/1999
$72.10
$703.00
10/13/1999
11/05/1999
$145.20
$706.00
11/15/1999
12/08/1999
$295.40
$716.00
$ 295.40
12/09/1999
01/05/2000
$92.31
$719.00
01/06/2000
02/05/2000
$108.66
$576.00
$ 92.31
CANCL NOT*
$375.70
$493.69
Amount Applied Toward this Notice column– This represents the amount paid toward the minimum due. Please note that payments are posted in this column according to the date the actual payment was received. The system cannot identify whether or not a payment was intended to be applied to a previous or future bill.
Ex. On the schedule above, a payment was made at the agency and logged in by the agent on 01/05/00. This payment was made to satisfy the minimum due for the bill issued on 12/09/99. The payment arrived at MAPFRE on 01/07/00 and posted to the schedule as indicated above. When this situation occurs, it is helpful to view the Transaction Detail screen for clarification when you need more specific information about payments received.
Printing a Bill
You may print any bill that has already been sent to a customer. Please note that future bills and cancellation notices cannot be printed.
To print a bill, click on any bill in the schedule that is displayed in colored print. You will see an image of the chosen bill and can print that bill by clicking on the “Print” button.
Once you have printed the invoice, click on the “Close” button. This will return you back to the Billing Summary Page.
Transaction Detail
To view the Transaction Detail screen, click on the grey Transactions button. This screen provides a chronological listing of all billing and payment activity. The most recent Billing and Payment activity will be listed first in the Transaction Activity. To return to the Billing Summary page, click on the grey Summary button.
To view the detailed vehicle information, click on the grey Vehicles button. This screen will provide you with the vehicle #, V.I.N. Number, Policy Effective Date, Year, Make, Model, Class and Registration #. To return to the Billing Summary page, click on the grey Summary button.
Single Payment Entry Vs. Batch Entry
Single entry allows you to key a payment to the policy currently being viewed in Direct Bill Inquiry.
Batch Entry allows you to keep a running list of payments that have been logged in throughout the day. This will also allow you to key multiple payments without having to view each policy first. You have been automatically set up so that one agency check will be printed for the total of all cash payments within your batch. If you would like to print one agency check for each individual cash payment, please contact Agency Automation Support at 800-286-1000.
Single Payment Entry
(Paid at Agency, Preauthorized Check – Insured, Preauthorized Check – Agent)
Click on the grey button labeled Single Payment. The appropriate policy information will already be displayed on the payment screen.
Type in the payment amount with a decimal point.
Select the payment method. This information is for your records only. It does not impact the processing of the transaction.
Choose the appropriate payment type:
· Paid at Agency (PAA)
· Preauthorized Check - Insured (PAC-I)
· Preauthorized Check – Agent (PAC-A)
Type a memo for your own information or leave this field blank (For agent’s use only. This information is not transmitted to MAPFRE.)
You must enter your Name or Initials in the "logged by" field.
If you selected Paid at Agency as your payment type, hit the process button now. The Paid at Agency transaction will now be posted to the Transaction screen when viewing the policy in Direct Bill Inquiry.
If you are entering a Preauthorized Insured Check, fill in the box on the lower left hand portion of the screen. You will need to enter:
a. Bank / ABA Number (This is the 9 character number of the bottom of the insured’s check within the :} symbols.
b. Bank Account Number
c. Check number (Optional)
d. Verify the Account Number. (Re-enter the bank account number so we can be certain it was entered correctly)
e. You only need to fill out the account holder’s name and address if it is different than that of the insured on the policy. If the check is drawn on the policyholder’s account, that information will be filled in automatically upon transmission of the payment to MAPFRE.
f. Hit the "Process" button.
9.
If you are entering a Preauthorized Agent Check, complete the box in the lower right hand corner of your screen. (Note that all fields except the check number will be greyed out if you have previously elected to store your agency bank account information at MAPFRE.) You will need to enter:
a. Agency Bank / ABA Number (This is the 9 character number of the bottom of the your check within the :} symbols.
b. Agency Bank Account Number
c. Agency Check number (Optional)
d. Verify the Agency Account Number. (Re-enter the agency bank account number so we can be certain it was entered correctly)
e. If you have not previously elected to store agency bank account information, and you would like to do so now, check the box marked “Check Here” .
f. Hit the “Process” Button.
Correcting Errors With Single Entry Transactions
Once you have entered a payment and it has posted to the Transaction screen, you must contact the Customer Service Department if you need to have the information about the payment changed or deleted. Please call 800-922-8276.
If you have not yet processed all of the information about one particular payment, simply click on the button labeled "Reset" at the bottom of the page. Once the fields are cleared, you may reenter the correct payment information.
To access the batch entry from the Billing page, click on the grey Batch Payment button. This will open the Batch Activity tab with the appropriate policy information.
Type in the payment amount with the decimal point.
Choose payment method from the "Payment Method" drop down box. (Cash or Check)
· Preauthorized Check – Insured
· Preauthorized Check - Agent
Enter a memo for your own information or leave this field blank. (The memo is for agent use only. This information is not transmitted to MAPFRE.
Enter your initials or your name in the field labeled "Logged by."
If you entered a Paid at Agency Payment, click on the "Add to Batch" button now. Once all payments have been added to the batch, proceed to the directions for "Verifying Your Entries/Changes and Corrections."
If you are entering a Preauthorized Insured Check, fill in the following information in the lower left hand side of the screen.
a. Bank / ABA Number (This is the 9 character number of the bottom of the
insured’s check within the :} symbols.
d. Verify the Account Number. (Re-enter the bank account number so we can be
certain it was entered correctly)
e. You only need to fill out the account holder’s name and address if it is different
than that of the insured on the policy. If the check is drawn on the policyholder’s
account, that information will be filled in automatically upon transmission of the
payment to MAPFRE.
f. Click the "Add to Batch "button.
g. Once all payments have been added to the batch, proceed to the directions for
"Verifying Your Batch Entries/Changes and Corrections."
If you are entering a Preauthorized Agent Check, and you are printing one check for the total of all agency payments, click on the "Add to Batch" button. You will not be prompted to enter any agency bank information until you are ready to send the entire batch of payments to MAPFRE. Once all payments have been added to the batch, proceed to the directions for "Verifying Your Batch Entries/Changes and Corrections."
If you are entering a Preauthorized Agent Check, and you are printing separate checks for each agency payment, please fill in the check number field in the lower right hand portion of the screen. Please note that all fields except the check number will be greyed out if you have previously elected to store agency bank account information. If you have not previously elected to store agency bank information and you would like to do so now, check the box marked "Check here if you would like MAPFRE to store agency bank account information for future entry". Once all payments have been added to the batch, proceed to the directions for "Verifying Your Batch Entries/Changes and Corrections".
CLAIM INQUIRY OVERVIEW
The following outlines the types of claim information available to agents through the Claim Inquiry functions of the MAPFRE Insurance Agency Interface System.
Payment Information
-a complete list of the indemnity payments made on a claim
-whether or not the deductible was applied
-the type of claim payment (partial, final, supplemental)
-when a check was mailed from MAPFRE
-where and to whom a check was sent
-the complete payee name on a check
-whether a check has been cashed, or a stop pay issued, and when
Loss Information
-if a loss or claim has been created at MAPFRE, and when
-the loss and claim number(s) associated with the loss
-which claim rep(s) are handling the claim, along with their phone extensions and email link
-the status of the loss and claims (open, closed, or in subrogation, and when)
-the claimant associated with each claim
-a brief description and location of the loss
-the vehicle and driver involved in an auto loss
Appraisal Information
-the appraisal number
-the amount of the appraisal, supplemental appraisal, and reinspection adjustments
-where the vehicle is to be seen
-the drive-in location or appraiser assigned to the appraisal
-a complete description of the vehicle to be appraised
-when the appraisal was dispatched to the appraiser
-surcharge Information
-the operator to be surcharged
-the surchargeable amounts as sent to the MRB
-any decreases or reversals, as sent to the MRB
-the fault code, and type of surcharge as reported to the MRB
Forms Information
-the names of automated forms sent from MAPFRE to help process a claim
-the dates the forms were sent
Claims Search – By Policy Number
Click on the Claims tab.
Choose Policy Number from the Search Type drop down box and enter the six digit policy number in the Search Value text box.
If you wish to see all years for the policy number you entered, leave the Policy Eff Year text box blank.
If you wish to inquire about a specific policy effective year, enter the four digit year in the Policy Eff Year text box.
If you wish to inquire about a specific policy type, select the type from the Policy Type drop down box. If you want to display all policy types, leave this field blank.
You have the option to select the number of results to be shown on the page from the drop down box. This system defaults to 20 claims per page.
The Loss Number Selection screen will appear, listing any losses for the policy number (or policy number and effective year) entered. Common abbreviations used in loss descriptions are described in Appendix B.
Click on the Loss Number to see detail on a specific loss.
If the Next button appears, there are more losses to view.
Claims Search - By Insured Name
If you wish to narrow the search to a specific policy effective year, enter the four digit year in the Policy Eff Year text box. If you wish to display all policies for the insured name entered, leave the Policy Eff Year text box blank.
The Insured Name Selection screen will appear, listing insured names that match the selection criteria in alphabetical order grouped by policy producer (see description of "policy producer" below). The information on the Insured Name Selection screen is described below.
To select a policy, click on the Policy Number if the Losses field = "Yes". If the policy is not displayed on the first screen, use the Next button to view more policies.
Proceed with the instructions on selecting the correct loss or claim.
INSURED NAME SELECTION SCREEN
The following describes the information displayed on the Insured Name Selection screen.
FIELD
DESCRIPTION – INSTRUCTIONS
INSURED NAME
The first insured's name as shown on the policy.
RESIDENTIAL ADDRESS
The insured's address as shown on the policy.
POLICY NUMBER
The policy number for the insured.
POLICY TYPE
The policy type for this policy.
Policy types are described in Appendix A.
POLICY PRODUCER
The agency code for the producer of the policy. Sub-producing agency locations will see only those policies produced by that agency. Producers with sub-producers will be able to view all policies for all agency codes.
LOSSES
This displays Yes if there are losses for the policy, No if there are no losses on the policy.
Claims Search - By Loss Number
A MAPFRE Insurance LOSS NUMBER refers to the loss in general. A MAPFRE Insurance CLAIM NUMBER refers to the individual coverage types and claimants involved in the loss. Accordingly, there may be several CLAIM NUMBERS associated with a LOSS NUMBER. Example: Loss # 123456 - Intersection collision Claim # H88898 - PIP for John Smith Claim # H88900 - PIP for Jane Smith Claim # H88912 - Physical damage for Smith vehicle
1
Choose Loss Number from the Search Value and enter the loss number in the Search Value text box.
Proceed to the "Loss Claim Information" section in this manual for details on the information contained on the Loss/Claim Information screen.
Claims Search - By Claim Number
A MAPFRE Insurance LOSS NUMBER refers to the loss in general. A MAPFRE Insurance CLAIM NUMBER refers to the individual coverage types and claimants involved in the loss. Accordingly, there may be several CLAIM NUMBERS associated with a LOSS NUMBER. Example: Loss # 123456 - Intersection collision
Claim # H88898 - PIP for John Smith Claim # H88900 - PIP for Jane Smith Claim # H88912 - Physical damage for Smith vehicle
Choose Claim Number from the Search Value and enter the claim number in the Search Value text box.
Proceed to the "Claim Summary Information" section in this manual for details on the information contained on this screen.
Claims Search - By Appraisal Number
Choose Appraisal Number from the Search Value and enter the appraisal number in the Search Value text box.
LOSS/CLAIM INFORMATION
A MAPFRE Insurance LOSS NUMBER refers to the loss in general. A MAPFRE Insurance CLAIM NUMBER refers to the individual coverage types and claimants involved in the loss. Accordingly, there may be several CLAIM NUMBERS associated with a LOSS NUMBER.
Example: Loss # 123456 - Intersection collision Claim # H88898 - PIP for John Smith Claim # H88900 - PIP for Jane Smith Claim # H88912 - Physical damage for Smith vehicle
You can access the Loss/Claim Information screen from the Claims Search page using one of the following methods, as described on the preceding pages.
Policy Number
Insured Name
Loss Number
Claim Number
Appraisal Number
The following describes the information displayed on the Loss/Claim Information screen.
DESCRIPTION -- INSTRUCTIONS
LOSS #
The loss number associated with this loss.
LOSS DATE
The date the loss occurred.
SETUP DATE
The date the loss was entered into the MAPFRE Claims system.
METHOD OF RECEIPT
The method by which MAPFRE received the loss. Possibilities are:
CIC – Loss reported directly to MAPFRE by insured
CIC Claimant – Loss reported directly to MAPFRE by a third party
Agent – Loss reported to MAPFRE by the agent
STATUS
The status of the overall loss. If any claims are open, the loss status will remain open. If all claims are closed, the loss status will be closed.
Policy Types are described in Appendix A in this manual.
COMPANY NAME
The MAPFRE Insurance company underwriting the policy
(Commerce or Citation).
POLICY EFFECTIVE DATE
The date this policy took effect.
AGENT CODE
The 3-digit CIC agent code.
RESID. ADDRESS
The insured's residential address, as shown on the policy.
MAILING ADDRESS
The insured's mailing address as shown on the policy, if different from the residential address.
VEH. # & DESCR.
The number and description of the insured vehicle involved in the loss (auto only).
ACCIDENT TOWN
The town and state where the loss occurred.
LOSS DESCR.
A description of the loss. Common abbreviations used in loss descriptions are described in Appendix B on page * of this manual.
DRIVER'S NAME
The operator of the insured vehicle involved in the loss (auto only).
CLAIM NUMBER
The number assigned to the claim within the loss.
CLAIM TYPE
The type of claim and whether subrogation is currently being pursued.
CLAIMANT NAME
The name of the claimant pursuing this claim.
PAYMENTS
The total dollar amount of all indemnity payments made on the claim to date.
The claim status, either OPEN (active), CLOSED (inactive), or SUBRO (subrogation activity ongoing).
CLAIM ADJUSTER/EXT./EMAIL
The name, phone extension, and email link for the MAPFRE adjuster assigned to the claim.
For information on how to access details for a specific claim, please see the "Claim Summary Information" section of this manual.
Claim Summary
To display the details of a specific claim, including appraisal and payment information, click on a claim number within the Loss/Claim Screen or use the Claim Number access method from the Claims Search page. The Claim Summary screen will appear.
The following describes the information displayed on the Claim Summary screen.
The Method by which MAPFRE received the loss. Possibilities are
CIC - Loss was reported directly to CIC
Agent - Loss was reported through the Agent
CIC Claimant – Loss was reported directly to CIC by a third party
LOSS STATUS
CLAIM #
The number assigned to the claim.
CLAIM STATUS
CLOSING DATE
The date the claim was closed. Open claims will not show a date.
The policy number involved in the loss.
Policy types are described in Appendix A of this manual.
The MAPFRE Insurance company underwriting the policy.
(Commerce or Citation)
The date this policy took effect
The 3- digit CIC agent code
The total dollar amount of all indemnity payments made on this claim to date.
Appraisal Summary
APPRAISAL #
The appraisal number.
The status of the appraisal. Possible statuses are:
OPEN The appraisal is still in process.
CLOSED The appraisal has been completed.
VOID The appraisal was voided and is closed.
APPRAISER
The name of the appraiser assigned to the appraisal. If the vehicle was taken to a drive-in appraisal location, the name of that drive-in.
TYPE
The type of appraisal. Possible types are:
APPRAISAL - Original appraisal.
SUPPLEMENTAL- Supplemental appraisal, done after the original.
REINSPECTION - An inspection after original has been completed.
LOTIN - An appraisal to count a group of vehicles.
PHOTO - A request for photos only.
REQUEST DATE
The date the appraisal request was made by MAPFRE.
CLOSE DATE
The date the appraisal closed in MAPFRE systems.
VEHICLE LOCATION/
STATE
The city and state where the vehicle will be seen.
Payment Summary Information
CHECK AMOUNT
The amount of the indemnity payment.
DATE PAID
The date that the check was issued from MAPFRE Insurance.
(Note: In some cases, this field may be blank for several days. This indicates that the check has been requested in the computer system, but has yet to be issued by the Accts. Payable department).
PAYEE
The payee as shown on the check. Due to limited space, the entire payee name may not appear. To see more detail, refer to the description of the "Payment Details" screen later in this section.
In some cases "Correction" followed by a date will appear in this field. This indicates a correction that was made to an erroneous payment.
STATUS DATE
The date of record of the check status (see CHECK STATUS below). For example, if CHECK STATUS is "cashed", the status date is the date the check was cashed. If the CHECK STATUS is outstanding, the status date is the date the check was issued.
CHECK STATUS
The status of the check. Possible statuses are:
OUTSTA The check has not been presented for
payment.
CASHED The check has been cashed.
VOIDED The check was voided at MAPFRE
request
STALE The stale date on the check has been
reached
PAY TYPE
The pay type of the check. Possible pay types are:
PAR Partial payment
FIN Final payment (prior to reserve
closing)
SUP Supplemental payment (after reserve
is closed)
DED.
The status of the deductible. Possible deductible statuses are:
APL Applied
WAI Waived
N/A Not applicable
Form Information
FORM DESCRIPTION
A description of the automated form that was sent
DATE SENT
The date the form was sent from MAPFRE Insurance
Appraisal Information (Auto Only)
To see appraisal information (auto only) for the selected claim, click on the "Appraisal Number" within the Appraisal Summary section. Detailed auto appraisal information will be displayed.
To see details of the payments for the selected claim, click on the "Check Amount" within the Claim Summary screen. Detailed payment information will be displayed.
Form History
To see Form Activity at the loss level, click on the grey Form Activity button from the Loss/Claim Information screen or the Claim Summary screen. Form information at the claim level is displayed on the Claim Summary screen for each claim.
To see Surcharge information at the loss level, click on the grey Surcharge Info button from the Loss/Claim screen, Claim Summary screen, or the Form History screen.
The following describes the information displayed on the Surcharge Summary screen.
The status of the overall loss. If any claims are open, the loss status will remain open. If all claims have been closed, the loss status will be closed.
POL EFF DATE
OPERATOR NAME
The person operating the vehicle at the time of the loss.
This field will be blank for surcharges on comprehensive claims.
OPERATOR #
The operator number (from the policy) of the person operating the insured vehicle at the time of the loss. This field will be blank for surcharges on comprehensive claims.
ADDRESS
The address of the insured operator. This field will be blank for surcharges on comprehensive claims.
LICENSE #
The insured operator's license number. This field will be blank for surcharges on comprehensive claims.
DATE OF BIRTH
The insured operator's date of birth. This field will be blank for surcharges on comprehensive claims.
The town where the accident occurred.
ACCIDENT DATE
The date the accident occurred.
The claim number of the claim that initiated the surcharge.
The claim type of the claim that initiated the surcharge; for example PHYSICAL DAMAGE, COLLISION, etc.
The name of the claimant involved in the surcharged claim.
The date that MAPFRE sent the surcharge information to the Merit Rating Board.
F.CDE/S.TYPE
The fault code and surcharge type associated with this surcharge.
The possible surcharge types are as follows:
O Original surcharge
I Increase to the original surcharge amount
D Decrease to the original surcharge amount
R Reversal of the surcharge
A brief description of each numeric fault code is displayed as well.
LOSS AMOUNT
The loss amount that was reported to the Merit Rating Board. A decrease will display as a negative amount; a reversal will display as a zero.
FORM HISTORY
The Form History screen provides a list of the automated forms sent to various individuals in the course of the claim handling process. To display the forms that have been issued for a loss, click on the Form History button available from any of the following screens: the Loss/Claim Information screen, Claim Summary screen, Appraisal Detail screen, Payment Detail screen, or Surcharge Summary screen.
The following describes the information displayed on the Forms History screen.
LOSS SETUP DATE
The date the loss was entered into the MAPFRE Claims System.
How the loss was received at MAPFRE.
CIC – Loss reported directly to MAPFRE by Insured.
Agent – Loss reported to MAPFRE by the Agent.
CIC Claimant – Loss reported directly to MAPFRE by a Third Party.
The status of the overall loss. If any claims are open, the loss status will be open. If all claims are closed, the loss status will be closed.
A brief description of the automated form that was sent. Please refer to the MAPFRE Insurance Agency Claim Manual for more information about a specific form. Forms and letters manually created by the Claim Representative will not be listed on this screen.
The date the form was sent from MAPFRE Insurance.
LOSS/CLAIM NOTES
Loss/Claim notes are available for first party auto physical damage claims only. They can be viewed by clicking on the Loss/Claim Notes link in the list of options at the top of the screens. You can also access these notes by clicking on the link within the body of the Loss/Claim Information page.
The following describes the information displayed on the Loss/Claim Notes screen.
The first insured’s name as shown on the policy.
The loss number associated with the loss.
SHOW # ENTRIES
This indicates the number of entries in view. If there are more entries, as indicated at the bottom left, expand this number to accommodate further viewing on one page.
DATE/TIME
The date and time the Claim Representative entered the noted.
The claim number of the claim that initiated the note.
The corresponding coverage that the note applies to.
AUTHOR
The Claim Representative that entered the note.
SUBJECT
A high level description of the topic of the note. Multiple topics in an entry may reflect a subject that is the topic of most importance.
REMARKS
The details of the occurrence that generated the note.
SEARCH SUBJECT/REMARKS
This function will search for specific words or strings of words that are found in the subject and remarks fields.
PREVIOUS 1 2 NEXT
This indicates the number of pages of notes that are available for viewing. Use the next and previous to move among pages or expand your view at the top left by increasing the number of entries shown.
ICONS ...
Indicates the notes can be sorted by that particular column.
Indicates the notes are sorted by that particular column.
Expands or minimizes the note. The first icon is expanded and the second icon is minimized.
... Indicates the full note is in view. ... indicates there is more to view in that particular note line. Click the expansion button to view the full note.
*Notes are displayed for loss creation dates 12/1/18 and going forward. They are displayed for a period of 6 months from the loss creation date. If notes are not available you will receive the following message: We are sorry. Notes are not available online for this claim. Please contact the Claim Representative for further information.
PAYMENT DETAIL SCREEN
To access claim payment information, click on the "Check Amount" in the Payment Detail section of the Claim Summary screen. The Payment Detail screen will appear.
The following describes the information displayed on the Payment Detail screen.
The number assigned to the claim within the loss
CHECK #
The number of the check.
The check payment amount.
REPLACEMENT CHECK
Indicates whether the check replaces a check previously issued and subsequently voided. YES indicates that the check is a replacement check.
PAID ON
The date the check was issued.
CASHED ON
The date the check was cashed. This field will be blank if the check is still outstanding.
FIN Final payment (prior to reserve closing)
SUP Supplemental payment (after reserve is closed)
PAYMENTS TO DATE
The total amount of all indemnity payments on this claim to date.
The payee as shown on the check. Since space is limited on each payment line on this screen, the entire payee name may not appear.
REASON
The reason the payment was made.
MAILED TO
The complete mailing address as shown on the check.
APPRAISAL DETAIL
The Appraisal Detail screen displays automobile appraisal information related to losses on MAPFRE Insurance policies. To display the appraisals requested for a claim, click on the "Appraisal Number" in the Appraisal Detail section of the Claim Summary screen.
The following describes the information displayed on the Appraisal Detail screen.
INSURED'S NAME
The policy number involved by the loss.
APPR #
The appraisal number associated with the information displayed on this screen.
APPRAISAL Original appraisal.
SUPPLEMENTAL Supplemental appraisal, done after the original.
REINSPECTION An inspection after original has been completed.
LOTIN An appraisal to count a group of vehicles.
PHOTO A request for photos only.
Claimant Information
CLAIMANT
The person/company associated with the vehicle involved in the appraisal.
The claimant's address.
HOME PHONE
The claimant's home phone number.
WORK PHONE
The claimant's work phone number.
EXT.
The claimant's work phone extension.
Vehicle Information
DAMAGE
A description of the damage on the vehicle.
REG. #
The registration number of the damaged vehicle.
YEAR
The model year of the damaged vehicle.
MAKE
The manufacturer of the damaged vehicle.
MODEL
The model of the damaged vehicle.
COLOR
The color of the damaged vehicle.
LOCATION
The location where the damaged vehicle can be seen.
The address where the damaged vehicle can be seen.
PHONE
The phone number of the location where the damaged vehicle can be seen.
DRIVE IN
If the vehicle was taken to a drive-in appraisal location, the name of that drive-in.
The phone number of the appraiser.
TOTAL LOSS
A determination whether the vehicle has been declared a total loss. YES, NO, or POSSIBLE are valid.
Additional Information
CLAIM REP
The MAPFRE Claim Representative handling this appraisal.
The phone extension of the MAPFRE Claim Representative handling this appraisal.
APPRAISAL AMOUNT
The dollar amount of the original estimate of vehicle damage.
VARIANCE AMOUNT
If a supplemental appraisal has been done, the amount of the additional damage. If a reinspection has been done, a negative amount will display the amount of the adjustment.
NET AMOUNT
The net amount of the appraisal, considering all supplementals and adjustments.
DATE CREATED
The date the appraisal record was created in the MAPFRE database.
DATE DISPATCHED
The date the appraisal was dispatched to the assigned appraiser. This date will always be blank for Drive-In appraisals.
DATE CLOSED
The date the appraisal was closed in the MAPFRE database.
CLAIMS APPENDIX
APPENDIX A - POLICY TYPES
The following policy types are displayed throughout the Claim Inquiry system.
Code
Policy Type
B
Binder (Personal Lines)
BC
Binder (Commercial Lines)
BOP
Business Owners
DW
Dwelling/Fire (Personal)
F
Commercial Fire
GL
General Liability
H
Homeowner
IPL
Inland Marine Personal Lines Floater
MAG
Mass. Auto Garage
MM
Personal Auto
MMC
Commercial Auto
SMP
Special Multi-Peril
SP
Inland Marine-Commercial (Scheduled Property)
U
Umbrella
WC
Worker's Compensation
APPENDIX B - Common Abbreviations Used in Loss Descriptions
ACCD
Accident
CLMT/CLT
Claimant
X-INSD
Cross Insured (also insured by CIC)
DR/WY
Driveway
G/L
Green light
GRD/RL
Guardrail
H/H
Household
HWY
Highway
INSD/INS
Insured
INT
Intersection
IV
Insured's vehicle
OV
Other vehicle
PED
Pedestrian
PRK LOT
Parking lot
R/E
Rear-ended
R/L
Red light
R/R
Railroad
S/S
Stop Sign
VEH/V3
Vehicle/Vehicle 3
W/S
Windshield
To print DEC Pages for Commercial Automobile, Homeowner, Dwelling Fire, Personal Umbrella and Personal Automobile, click on the DEC Pages tab.
Available data includes DEC page transactions processed on or after:
01/01/2008 - Commercial Automobile
08/12/2008 - Homeowner, Dwelling Fire and Personal Umbrella
10/19/2009 - Personal Automobile
DEC Page Search – View by Policy Number
Click on the DEC Pages tab.
If you wish to narrow the search to a specific policy effective year, enter the four digit year in the Policy Eff Year text box. If you wish to display all policies for the policy number entered, leave the Policy Eff Year text box blank.
Auto – Commercial Auto
Home - Homeowner, Dwelling Fire,
Other – Personal Dwelling Fire, Personal Umbrellas
To determine the number of records to appear on each page, use the Results Per Page drop down box to select the number of records. The system defaults to 20.
Please Note: Commercial Auto is currently available and we have also added, declaration page inquiry for transactions processed on or after 08/12/08 for Homeowner, Personal Dwelling Fire and Personal Umbrella lines of business. Other lines of business will be made available shortly.
The next page is titled “DEC Page Years Available”. You need to select the policy effective year for the DEC page you wish to view. The available years will be show as a link. Click on a link.
The next page is titled “DEC Page Selection”. Under the transaction date, DEC pages available will be shown as a link. Click on the link.
The DEC page will open and you can print by clicking on the printer icon or by selecting file option and print.
Dec Page Search – View by Insured Name
Click on the billing tab. (System defaults to Billing)
The Insured Name Selection – DEC Pages screen will appear including a list of insured names that match the selection criteria in alphabetical order.
To select a policy, click on the policy link.
10.
The Reports Selection page provides you with a drop down menu of available activity reports.
DEC Transactions
The DEC Transactions Report allows you to view a list of DEC pages created for a specified date. Available sort options are: Transaction Description, Policy Producer, Insured Name, Policy Type, Transaction Date and Current EDF status. The Dec Transaction Report will reflect Massachusetts Private Passenger Auto, Commercial Auto, Homeowner, Dwelling & Fire, and Personal Umbrella policy information. Historical data will be available for a 24-month period beginning October 1, 2010.
Click on the Reports tab and select DEC Transactions in the Activity Reports drop down menu.
Enter the desired “From” date you wish to view. The “To” date will automatically default to the same as the “From” date, as you may only view one day of activity at a time. Note: It takes approximately 2-4 days for an image to become available, after the day the transaction is processed. Also, Dec Transaction Report information generated today will be not be available until the following day. As a result, the system will default the date to reflect the previous day.
Select the Sort Option.
Click on the Process button on the bottom of the screen.
The DEC Transactions Report will appear.
To display all the DEC pages available for a particular policy, click on the Policy Number link on the left side of the screen. Note: When accessing the DEC pages using the Policy No. link, you can use the back button on your web browser to return the DEC Transaction Report page.
To display the DEC page for the listed transaction, click on the Transaction Date link on the right side of the screen. This will open the DEC page for that transaction. The Dec page image will open in a separate web browser window, leaving the DEC Transaction Report page available to you in the initial web browser window.
Dec Pages will open using Adobe Acrobat. You can use the icons located in the toolbar to print or save the DEC Page Transaction List and/or the Dec images. Note: Should your agency work flow support saving images, you can use this process to save these documents to imaging systems, agency management systems or network drives.
The following describes the information displayed on the DEC Transactions Report
The agency code for the producer of the policy. Sub-producing agency locations will see only those policies produced by that agency. Producers with sub-producers will be able to view all policies for all related agency codes.
POLICY NO.
The number assigned to the policy.
TRANSACTION DESCRIPTION
A high level description of the transaction, such as renewal documents, Endorsement – Add Vehicle.
The Line of Business (MM = Private Passenger Automobile)
POLICY EFF YR
The year the policy was effective
TRANSACTION DATE
The date the transaction was posted to the policy.
CURRENT EDF
Y or N EDF indicator; a Y indicates the insured receives policy information electronically.
Losses
The Losses Report allows you to view a list of losses created for a specified date range. Losses will be listed in alphabetical order by insured last name and grouped by Policy Producer, with the signed-on agent’s losses listed first.
Click on the Reports tab and select Losses in the Activity Reports drop down menu. Upon entering the Reports Selection page, system defaults to the DEC Transactions Report.
Select the desired time period from Starting to Ending. (date range must be 31 days or less)
Once the date range is entered, click on the Process button on the bottom of the screen.
The Losses Created Report will appear.
The following describes the information displayed on the Losses Created Report
DATE OF LOSS/
LOSS DESCRIPTION
A description of the loss. Common abbreviations used in loss descriptions are described in Appendix B of this manual.
ADJUSTER NAME/EXT
The name and phone extension of the CIC adjuster assigned to the loss.
HOW LOSS REPORTED
The method by which MAPFRE was notified of the loss. Possibilities are:
To obtain more detailed information on any loss listed on the report, click on the Loss Number.
Closed Claim Report
Use this option to view a list of claims closed within a specified date range. Claims will be listed in alphabetical order by insured last name and grouped by policy producer with the signed-on agent’s claims listed first.
Click on the Reports tab and select Closed Claim in the Activity Reports drop down menu. Upon entering the Reports Selection page, system defaults to the DEC Transactions Report.
The Closed Claim Report will appear:
The following describes the information provided by the Closed Claim Report.
The claim number associated with this claim.
CLAIM TYPE/
ADJUSTER
The claim type/coverage involved in this claim.
The name and phone extension of the CIC adjuster assigned to the claim.
DATE OF LOSS
The date on which the loss occurred.
The date the claim was closed at MAPFRE.
TOTAL PAYMENTS
The total of indemnity payments made to date on this claim.
To obtain more detailed information on any of the closed claims listed, click on the Claim Number.
PAA History Report
You may request reports for payments accepted in your office. This report will include payments you logged in directly as well as payments called into our Customer Service Department. You may request these reports to view payments accepted within the previous 90 days, provided you transmitted payments to MAPFRE over the Internet within that time frame.
Click on the Reports tab and select PAA History Report in the Activity Reports drop down menu. Upon entering the Reports Selection page, system defaults to the Losses Report.
Select the desired time period from Starting to Ending.
The PAA History Report will appear.
You may print this report by clicking your print icon.
To access the batch entry from the Billing page, click on the tab labeled Batch Activity or click on the grey button labeled Batch Payment.
Enter the policy number for the applicable payment you are entering in the field labeled, "Policy Number."
Enter a memo for your own information or leave this field blank. (The memo is for agent use only.) This information is not transmitted to MAPFRE.
If you entered a Paid at Agency Payment, click on the "Add to Batch " button now. Once all payments have been added to the batch, proceed to the directions for "Verifying Your Entries/Changes and Corrections."
d. Verify the Account Number. (Re-enter the bank account number so we can
be certain it was entered correctly)
e. You only need to fill out the account holder’s name and address if it is
different than that of the insured on the policy. If the check is drawn on the
policyholder’s account, that information will be filled in automatically upon
transmission of the payment to MAPFRE.
g. Once all payments have been added to the batch, proceed to the directions
for "Verifying Your Batch Entries/Changes and Corrections."
Verifying Your Batch Entries / Changes and Corrections
Once all payments have been entered for the day:
Click on the button labeled, "Display/Correct Batch." Verify for accuracy. If all of the information is correct, proceed with Transmitting The Batch To MAPFRE.
If you need to make a change, click on the number of the payment within the batch you wish to change (indicated by color print).
Make your corrections.
Click on the button labeled "Process".
Continue in this manner until all corrections or changes have been made. Proceed with directions for Transmitting the Batch to MAPFRE.
Transmitting the Batch to MAPFRE
Click on the button labeled "Display/Correct Batch" located within the Batch Payment Entry screen.
Click on the button labeled, "Transmit Batch" at the bottom left of the screen. You will now be prompted to enter agency bank account information unless you have already chosen to store agency bank information with MAPFRE.
If agency bank information is already stored, simply enter the check number for your agency check.
If agency bank information is not stored, fill in the following:
a. Agency Bank / ABA Number (This is the 9 character number of the bottom of your check within the :} symbols.
If you have not previously elected to store agency bank account information, and you would like to do so now, check the box marked "Check Here" if you would like MAPFRE to store agency bank account information for future entry.
Click on the "Transmit Batch" button.
This will send your payments to MAPFRE and update our Direct Bill System. If the batch is processed and no errors are detected, you will receive the following message:
"The batch was successfully completed on 00/00/00. Please print a copy of this report for your records."
If errors are found after transmitting the batch, you will receive specific error messages indicating what corrections must be made.
Click on the number of the payment within the batch that you wish to correct.
Make your changes.
Click on the button labeled, "Process".
Once all corrections have been processed, you can click on the button labeled "Display/Correct Batch."
Click on the button labeled "Transmit Batch".
You should now receive the confirming message that the batch was completed. It is recommended that you always print a copy of your batch report.
Display/Correct Batch Button
At any given time, you may use the button labeled "Display/Correct Batch" to view payments that have been logged into your current batch throughout the day.
Deleting Payments
To delete a payment entered in error:
Click on the number of the payment within the batch that you wish to delete.
Click on the button at the bottom of the screen labeled "Delete ".
Once all changes have been made, click on the button labeled "Transmit Batch".
To store your agency's checking account information so that you do not have to key it for each preauthorized agency payment that you enter.
Select the tab labeled "Batch Activity".
Click on the button labeled “Bank Account Information”.
Type in the agency’s nine digit Bank /ABA number.
Type the agency’s checking account number
Retype the agency’s checking account number in the field labeled "Verify Agency Bank Account Number".
Click on the button marked "Add".
To Change or Delete Stored Agency Bank Account Information
Type in the agency’s new nine digit Bank /ABA number or clear that field with the information you wish to delete.
Retype the agency’s new checking account number in the field labeled "Verify Agency Bank Account Number" or delete the existing information in that field.
Click on the button marked "Update” or “Delete” to process the changes.
After transmission of a batch, you are automatically reminded to print your batch report. This is done by clicking your print icon or clicking on File in the upper left hand corner of your screen and then clicking on Print. If you do not print your batch report immediately after transmitting the batch to MAPFRE, the report will remain available until you have started a new batch. To access the last completed batch report, select the "Batch Activity" tab and select the grey Batch Report button. Once you have started a new batch, the last completed batch report is no longer available through this option. To obtain that information, follow the instructions for accessing the PAA History Report.
FAQ (Frequently Asked Questions)
FAQ - Connection FAQ
To insure application security, a system was developed in order to validate a User ID and password before allowing entry into the Internet Inquiry system.
The following error messages may display when you attempt to login into the Internet Inquiry system:
Invalid Login. Please try again.
This means you have entered either an incorrect User ID or an incorrect password. Try again. After five unsuccessful attempts, you will be locked out of the system and receive the following error message.
Your user account is locked. Please contact MAPFRE for support.
This means you have been unsuccessful in your attempts to login to the Internet Inquiry system and you must contact Agency Interface Support Group at 1-800-286-1000 to have your User ID reset.
The Inquiry Product, will automatically “time out” if there has been no activity on the system within 40 minutes. This time out feature allows users access to batches that would have been previously locked by other users in your office.
The following message will be displayed:
Session has been timed out. Please log in to access the system.