InsuredMine | Optimize and Grow Your Insurance Agency

FAQ

Frequently Asked Question 

Pricing & Payments

We accept credit cards, debit cards and the cheque as payment modes.
Please get connected to update credit card information. Contact 503 822 0092/ email support@insuredmine.combilling@insuredmine.com?

To cancel your subscription, send an email to support@insuredmine.com.
As per InsuredMine Policy – your cancellation will be in effect after 30 days and you get 1 more last bill before all the data is archived.

Example – To turn on an expired InsuredMine Online account, send an email to support@insuredmine.com. If you saved your CRM data to Microsoft Excel before canceling your CRM Online account, you should be able to import the saved data.
You can add user licenses by sending an email to support@insuredmine.com with name, email details of the new user.

Accounts FAQ

Active policyholders information including policy details on the account name, primary contact, premium, number of policies held, city and the agent name.

1.  You can send text, chat, and email through accounts.
2. An overview of policies, documents, events, card history, campaign analytics and profile logs is also available in accounts.
3. You can also add notes, activity, task, files for easy reference to important information.

The download option in accounts helps to download the account details on your computer or laptop device in the CSV format. Save as reports help the agents to store the data on the account list for reference which can be archived and shared with others.
You can view the account details by clicking on the account names.

Account info
Account type, 
last updated, 
Emergency contact
Emergency info

Contact info –

Phone
Email
Address 
Dob
Action

Overview

All policies snapshot
Notifications
Other details – house, vehicles, assets, Work, education, Family, Pets

Policy info

Category
Policy number
Provider
Annualized
Written
Period
Type
Action

Documents –

Document name
Type
Created on
Visibility
Action

Events –   

Take Note  
Send Email  
Add Activity  
Add Task  
Add Files  
Send SMS  
Card History 
Deal board cards
Autotask cards
Chat history 
Campaign

Policies FAQs

Policies by me indicate the policies assigned to the agent. The agent is handling all communication with the client.

X dates refer to third party data of policy nearing expiry dates. These are selling opportunities for agents as the clients are actively looking for policy quotes at a cheaper rate.

Policy Number
Account Name
Ins Category
Provider
Annualized
Written
Policy Period
Insured

Click on policies from the left navigation. Click on the policy number to view details.

The policy details include the following:

Total number of policies and total premium amount
Account name
Carrier
Effective date
Expiration date
Policy type( Personal or commercial)
Policy category
Premium dates
Coverage and limits of liability
Insurance company and agency details
Policy card details
Policy documents
Policy logs

To download policy details, click on the gear icon, at the top right corner in the policies module and select download. The policy details will be downloaded on your computer device in the CSV format.
Save function works to save the policy details as a report in Insuredmine reports segment. You can select Save as Report by clicking the gear icon in the Policy module.

If the policy is active, there is a cancel policy option in the expanded policy no. details window. In case the policyholder is not interested in continuing the policy you can directly click cancel to process policy cancellation. Alternatively, in case the policy is inactive, you can click activate policy to process policy activation for the user.

Policy card is like a credit card issued by the insurer to the insured at the time of purchasing a policy. IT includes policy number, name of the policy holder, name of insured, date of birth with policy name and sum assured.
Policy documents can be uploaded through policy documents section on the expanded policy no. window, by clicking on + Icon. + icon is for uploading policy documents to enable safe and accessible cloud storage.
You can filter policies by category or carriers. It’s easier to send text, emails or review the number of policies and premium details for a particular carrier or category.

Carriers FAQs

Total premium, total policies, email, website, phone, other contact info.

Contacts FAQs

The Contacts list from the left navigation includes information about Active customers, Inactive Customers, Prospects, Others, and Leads in the agent database.
The refresh button is used for data refresh, downloading all the real-time information added in contacts.
https://www.insuredmine.com/knowledge-base/upload-multiple-contacts/

The sources of data are as follows:
1. Access information from AMS for active and inactive clients.
2. Data from CSV upload.
3. Data from the dealcard of the prospect.
4. External data from the website.

Active: Active refers to the existing policyholders of the agent. 
Inactive: Inactive refers to the Contact types in the directory who were customers in the past with no active policies.
Lead: 
Leads are Potential clients who may be interested in buying a policy.
Prospect: 
Prospects are potential clients who reach out to the agency for buying a policy.
Others: 
 General contact data of people who may not be customers are marked as others.

Pipeline Manager FAQ

Admin can create a pipeline. This link will guide you on how the pipeline is created: https://www.insuredmine.com/knowledge-base/pipeline-manager/

Choosing the default option will add default stages or existing stages and categories to your deal board. If you choose the custom option, you can define new deal stages and categories for that particular Pipeline.
Yes, it’s possible to change the names of stages but only as an Admin.
https://www.insuredmine.com/knowledge-base/deal-board-add-manage-all-deals/
You can use Labels to add lead source.

Yes, Its possible to add deals automatically with the help of intake form on the public website. You just need to add quotesheet and the deal cards are automatically created for it.
You can create deals through Zaps. Know more on Zapier Integration
Deals can also be added automatically through the support ticket email which directly creates a deal card when support email is received. Click here to learn more about the service board functionality.

Yes, the deals can be added through the add deal button on the email inbox list. Also, within the email there is an option to add deal by clicking the + icon.
Yes, deals reach insuredmine through the intake forms on the website. Click to know more about implementing intake form or quotesheet iframe into the website.
Yes, deals are always shared in a shared view or personal view of the pipeline manager.

Yes, you can automate email and text communication in the pipeline manager.

In the expanded Pipeline card, click on Add drip button under the add drip campaign section on the right window panel to start the campaign.

Yes, Follow the steps mentioned
Go to the Engagement module, Click on the analytics for the campaign category.
Click on the stop button placed before the Action column for each client and click Save.

When a deal is moved to personal, it converts the contact to prospect for that agent. The agent handles all communications and deals with the contact further.

The pipeline manager is one of the most important features in InsuredMine. Its functions are listed below:

1. You can add notes, send emails, schedule meetings, add an activity, assign tasks, upload and share files,  send SMS, and place contact calls directly from the pipeline manager.

2. You can also set due dates on Pipeline cards, add quotes, assign labels, start drip campaigns, share cards and set final action for the deal card (won, lost or delete)

3. Setting up a service board and lost deal automation can also be done in the pipeline manager module.

4. Viewing all dealcard details and contact overview gives a comprehensive insight into all interactions in a single window.

5. It also contains policy data of the related account including payment frequency, effective date, expiration date, and much more

6. Personal details and descriptions can also be added to deal cards.

Refer to the knowledge base articles for more information on the pipeline manager.

https://www.insuredmine.com/knowledge-base/action-icon-add-task/
The linked person gets an email notification.
https://www.insuredmine.com/knowledge-base/are-you-able-to-add-a-checklist/
https://www.insuredmine.com/knowledge-base/mark-due-date-as-complete-in-deal-card/
https://www.insuredmine.com/knowledge-base/add-quotes-in-deal-cards/

The following deal analytics are available in the deal overview section of the expanded dealcard in the pipeline manager. Yes, the Agents and Admin both can view the analytics.
– Deal Age
– Inactive Days
– Total Email
– Total Scheduler Meeting Invites
– Total Note
– Total File
-Total Activities
– Total SMS
– Total Tasks
– Total Calls

Pipeline Manager FAQ

Admin can create a pipeline. This link will guide you on how the pipeline is created: https://www.insuredmine.com/knowledge-base/pipeline-manager/

Choosing the default option will add default stages or existing stages and categories to your deal board. If you choose the custom option, you can define new deal stages and categories for that particular Pipeline.
Yes, it’s possible to change the names of stages but only as an Admin.
https://www.insuredmine.com/knowledge-base/deal-board-add-manage-all-deals/
You can use Labels to add lead source.

Yes, Its possible to add deals automatically with the help of intake form on the public website. You just need to add quotesheet and the deal cards are automatically created for it.
You can create deals through Zaps. Know more on Zapier Integration
Deals can also be added automatically through the support ticket email which directly creates a deal card when support email is received. Click here to learn more about the service board functionality.

Yes, the deals can be added through the add deal button on the email inbox list. Also, within the email there is an option to add deal by clicking the + icon.
Yes, deals reach insuredmine through the intake forms on the website. Click to know more about implementing intake form or quotesheet iframe into the website.
Yes, deals are always shared in a shared view or personal view of the pipeline manager.

Yes, you can automate email and text communication in the pipeline manager.

In the expanded Pipeline card, click on Add drip button under the add drip campaign section on the right window panel to start the campaign.

Yes, Follow the steps mentioned
Go to the Engagement module, Click on the analytics for the campaign category.
Click on the stop button placed before the Action column for each client and click Save.

When a deal is moved to personal, it converts the contact to prospect for that agent. The agent handles all communications and deals with the contact further.

The pipeline manager is one of the most important features in InsuredMine. Its functions are listed below:

1. You can add notes, send emails, schedule meetings, add an activity, assign tasks, upload and share files,  send SMS, and place contact calls directly from the pipeline manager.

2. You can also set due dates on Pipeline cards, add quotes, assign labels, start drip campaigns, share cards and set final action for the deal card (won, lost or delete)

3. Setting up a service board and lost deal automation can also be done in the pipeline manager module.

4. Viewing all dealcard details and contact overview gives a comprehensive insight into all interactions in a single window.

5. It also contains policy data of the related account including payment frequency, effective date, expiration date, and much more

6. Personal details and descriptions can also be added to deal cards.

Refer to the knowledge base articles for more information on the pipeline manager.

https://www.insuredmine.com/knowledge-base/action-icon-add-task/
The linked person gets an email notification.
https://www.insuredmine.com/knowledge-base/are-you-able-to-add-a-checklist/
https://www.insuredmine.com/knowledge-base/mark-due-date-as-complete-in-deal-card/
https://www.insuredmine.com/knowledge-base/add-quotes-in-deal-cards/

The following deal analytics are available in the deal overview section of the expanded dealcard in the pipeline manager. Yes, the Agents and Admin both can view the analytics.
– Deal Age
– Inactive Days
– Total Email
– Total Scheduler Meeting Invites
– Total Note
– Total File
-Total Activities
– Total SMS
– Total Tasks
– Total Calls

Calendar FAQs

You can add events, get a monthly, weekly or daily view of the calendar. You can also create a schedule page and share a link with contact to mark appointments just like calendly.
Yes, it gets integrated with your personal Calendar on Google but not Outlook.

Engagement FAQs

Email campaigns, bulk text, workflow automation, work email.

Email Campaign Faqs

Steps to send an email:

1. Campaign name
2. Sender email/ From
3. Schedule when you want to send the email/ emails from stages
4. You can choose to send a copy of email to yourself
5. Add unsubscribe link
6. Select a template – that auto-populates the subject and the content of the email. The content can also be in HTML format.
7. Add a signature
8. Select a sequence/ From – sequence is the list of customers you want to send the email/s to.

No, email campaigns are not just for bulk email.  It is possible to run a campaign for a single contact through the Single contact drip. https://www.insuredmine.com/knowledge-base/single-contact-drip/
Yes, it is recorded in the Contacts and Accounts module. The segment on customer 360 of Contacts module and Accounts 360 (expanded view of account) contains the historical data in the past section. Click the email to view the sent email.
Yes, you can create the campaign workflow using add stages.
https://www.insuredmine.com/knowledge-base/verify-email-for-campaigns/
There is no other option to preview email besides sending to oneself. Send to myself works like test mail to check the functionality, content and design ensuring relevant data is sent to clients.
Yes, in the Email Campaign Analytics, under the Drafts section, you can find all your unfinished campaigns.
Yes, you can save the campaign as draft and go to the templates/list you wish to create. Next, you add it back to the campaign from the draft segment of the Analytics section.
In the Email Campaign Analytics under the sent section, you can view all the campaigns you have sent.
Enter the client name in the smart search, select the client name you will be directed to it’s customer 360 view. Under the campaign section, you can view all the campaigns you have run for the client. Alternatively, Go to the Accounts module, click client name. In the window that appears you will find Customer 360, click Campaigns segment under it.
Go to the dashboard module, in the email campaign overview widget, click on date, and filter to find specific campaigns for a particular date.
The bulk email replies can be found as notification in work mail if it is assigned to you, or customer 360 will contain the email reply in the past section under emails.
You can view the campaign message by going to the analytics section of Email campaigns in the engagement module and clicking on the campaign name under the Sent column.
Only Admin and manager can access your campaign information.
Admin, manager and other agents who have been assigned the access can reply to the campaign messages.

Bulk Text FAQs

https://www.insuredmine.com/knowledge-base/how-to-send-bulk-text-messages/
In the Analytics tab under the Bulk text, you can find the sent bulk text campaigns.
No. It’s better to use a single contact drip campaign for sending bulk messages. https://www.insuredmine.com/knowledge-base/single-contact-drip/

The text will be received by the customer on the set triggered dates, in the order you placed. Yes, the campaign list can be seen in analytics by clicking the Campaign name.

https://www.insuredmine.com/knowledge-base/learn-about-the-single-contact-drip-triggers/

When someone replies to bulk text, the reply will show up under their contact record and also in your Text Message Inbox if you are the assigned agent, you will also be notified via email.

Automation FAQs

The automation campaign can be created in the engagement module of the Agency portal. You can set the content, condition and stages for the events mentioned in the module for which you would like to begin the automation. The events preset for the automation are Birthday, Policy renewal, Referral request, Client turning 65, Welcome clients, Cross-sell, Thank you, and Client Pulse.
Yes, you can add stages in automation except for birthday which goes out on the same day.
You can edit the content by clicking on the pencil icon for the workflow content you wish to change.
Yes It’s possible to customize your automation, Click here to learn more about it.

Work Email FAQs

You can do the following:

– You can use pre-designed templates,
– Search throughout your inbox,
– Mark an email as Important or read,
– Add deals,
– View attachment in Email,
– Track and check the performance of the email sent.

Yes, the reply email will be seen in the main work email (native application – outlook or Gsuite) account as well as all email are in sync.
Yes, the forward sent email will reflect in the main work email account too.
Go to the settings module of your agent portal from the left navigation and click Disconnect, to remove the work mail.
Follow the steps mentioned below to set up a different email. 1. Go to the settings module, click disconnect. 2. Click refresh. 3. Now, click connect in the setting module. You will be prompted to enter the email you wish to connect
No, it’s not possible to add more than one work email.

Text Messaging FAQs

https://www.insuredmine.com/knowledge-base/texting-101/. Texting from InsuredMine application has several advantages as mentioned below:
1. You can leverage templates so you don’t have to type in the same messages again and again.
2. You can message multiple contacts at a time.
3. You can trigger automation via Texting for Birthday
4. All your text messages will be sorted and compiled by contacts in your application portal
5. Clients related messages will also be available in client 360 and deal sections
6. Ability to text from the computer for convenience.

InsuredMine will try to use your current office number for your text communication. However, due to various other reasons, sometimes those numbers are not available and in that case, you will be able to pick a number and area code of your choice. We recommend using just one number per location so clients are not confused and InsuredMine on the backend will assign incoming messages to the right agents and right contacts based on client agent association.
When someone replies to you, the reply will show up under their contact record and also in your Text Message Inbox (Only on InsuredMine web application) if you are the assigned agent, you will also be notified via email as well.
Yes, the same number will be used for bulk text messages. However, our functionality on bulk messaging is limited to sending only. We are not able to get messages back on bulk messages whereas when sent as individual messages we can have back and forth conversation. Bulk messages are usually sent to notify and not for conversational purposes.
The text messages are sent and received through a mobile number and it involves a service carrier. Client will use his texting service from his phone for communicating via text, whereas for the chat – he will have to download the InsuredMine mobile app and use the chabot functionality. The chat messages are generated and transmitted through chatbot, a virtual messaging service. The text messages and chats are communicated and recorded separately for each contact.

The history of text messages, chats, emails and phone calls are available
In the Past section of Customer 360 under the Contacts and Accounts module.

Notification FAQs

Customer-related: Renewals approaching notification, meeting requests, quote requests, updated information notification, etc
Insuredmine related: Any new feature update information is also shared with agents in a notification, in a separate tab called Features.

Chat Messages

Customers trying to connect with an agent using the Insuredmine App, are able to do that using VIA chatbot. The chat conversations are visible to the customers in the app, whereas the agents can view them as chat messages in the Agency Portal. Agents can directly communicate with their customers from the agent portal to the app with the help of this chat messages feature.
Chat messages are accessible to customers who are using Insuredmine App. This makes agents be virtually available for the customers 24×7. Customers can ask their questions, add their updates, request a quote or request to schedule a meeting. This is done using the app chatbot called VIA (Virtual Insurance Assistant).

Chat history of customers are saved in the via icon located at the top right corner of the agent portal as chat sessions. The chat history is also available in client’s information page.

Chat history can also be viewed in the chat windows when a chat message is opened.

When customers are online, an green status indicator appears in their profile bar at the top of your chat window.

Mobile App FAQs

– The customers get instant information about polices, agents, quotes, home value and risk hazards.
– The payment gateway allows paying the premium easily through the app. (if the Agency has signed up for the Agency Bill option)
– Accident checklist helps quickly record the incident details.
– The customers also receive notifications on due dates, policy changes, insurance regulations and latest updates

– Agents can easily view policy information of customers, share policy cards and documents. 
– Chatbots assist in connecting with the support team round the clock. It is also useful for scheduling appointments.
– The Agents provide faster customer service as they are able to correspond with clients on the go.
– Risk assessment, home valuation and accident checklist tools help the agents to manage deals in a better way. 
– Communications with the team, clients, and other contacts are improved.
– Regular updates and due day reminders help smoothen the workflow. 
– Agents can handle quote requests on the application.

– Policy information
– Policy cards and documents
– Get quotes, 
– Agent connect
– VIA chatbot
– Notification
– Payment gateway
– User profiles
– Tools: Risk assessment, Home value estimation, Accident checklist for event records