Change Request Queue

Overview

The Change Request Queue collects requests from producers or insureds who want to modify an existing active policy. Common change requests include updating the insured’s address, adding an additional insured, adjusting coverage limits, or correcting a spelling error on the declarations page. Each request is reviewed by an underwriter or operations staff member and either approved (which initiates the appropriate endorsement) or rejected (with an explanation).

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Types of Change Requests

Request Type	Description	Typically Results In
Address Change	Update insured’s business address	Administrative endorsement
Additional Insured	Add a party as additional insured	Coverage endorsement
Limit Change	Increase or decrease coverage limits	Rating endorsement with premium adjustment
Retroactive Date	Adjust the retroactive date	UW review required; may increase premium
Name Correction	Fix a spelling error in insured name	Administrative endorsement
Cancel Request	Producer/insured requests cancellation	Triggers cancellation workflow
Coverage Addition	Add a new coverage or extension	Rating endorsement

Accessing the Change Request Queue

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Change request queue showing columns for submission date, request type, policy number, insured name, producer, and review status

Change request queue showing columns for submission date, request type, policy number, insured name, producer, and review status

1. Navigate to Queues > Change Request Queue.
2. Items are sorted by submission date (oldest first).
3. Use the Request Type filter to narrow to specific change types.
4. Use the Status filter to show Pending, In Review, Approved, or Rejected items.

Queue Columns Explained

Column	Description
Submitted	Date and time the request was submitted
Request Type	What type of change is being requested
Policy Number	The policy the change applies to
Insured	Name of the insured entity
Producer	The agency or producer who submitted the request
Notes	Any notes from the submitter explaining the request
Status	Pending, In Review, Approved, or Rejected
Reviewer	The staff member assigned to review this item

Reviewing a Change Request

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Change request detail panel showing the requested change, the current policy information, the requested new information, and approve/reject buttons

Change request detail panel showing the requested change, the current policy information, the requested new information, and approve/reject buttons

1. Click the change request row to open the detail panel.
2. Review the Current Information (what the policy shows now) and Requested Change (what the producer or insured wants).
3. Verify the change is appropriate:
   • Is the change type consistent with the request?
   • Does the change affect coverage terms that require underwriting review?
   • Are there any open endorsements or pending actions that conflict?
4. Review any attachments submitted with the request (e.g., updated certificate, new address confirmation).

Approving a Change Request

1. Click Approve.
2. The system determines the appropriate action based on the change type:
   • Administrative changes → creates a non-rated endorsement.
   • Coverage changes → routes to the rating workflow for premium adjustment.
   • Cancellation requests → routes to the cancellation workflow.
3. Confirm the action on the approval dialog.
4. The producer receives an automated notification that the request was approved.

After approval, the resulting endorsement or action appears in the normal workflow queue for completion.

Rejecting a Change Request

1. Click Reject.
2. Select a Rejection Reason from the dropdown:
   • Insufficient information provided
   • Change not permitted on this policy type
   • Coverage change requires new application
   • Request conflicts with policy terms
   • Other (specify in notes)
3. Enter specific notes explaining the rejection — the producer will see these notes.
4. Click Confirm Rejection.
5. The producer is notified of the rejection with the reason provided.

Note

Rejection notes are sent directly to the producer. Write clear, professional explanations that help the producer understand what action they need to take next.

Audit Log

Every action in the Change Request Queue is logged:

1. Open any change request (approved, rejected, or pending).
2. Click the Audit Log tab.
3. The log shows: all status changes, user who made each change, timestamps, and any notes entered.

The audit log cannot be modified and is available for compliance and dispute resolution.