Training in a Box Series
Notice of Cancellation Requirements
Start
NOC Requirements - Introduction
About this training
Welcome to "Training in a Box"! In this micro-learning course you will, with your squad, affirm the correct protocol for requesting and accepting Notices of Cancellation (NOC) of an insurance policy for a pet, as well as when to request the NOC. This understanding is crucial for ensuring that we have the correct documentation we need for claim processing and preventing delays when we can accept a document as an NOC. Your skill keeps the claim process efficient, giving a positive experience to our policyholders and removing any unnecessary work for you and the CLX pet team. Here is the Agenda for the Discussion:
- Approved NOC Documentation Types
- Communciating about NOCs with Policyholders
To navigate through this course, you will find arrows at the top left of the screen to move forward and backwards. Let's dive in and enhance your expertise regarding Notices of Cancellation!
NOC Requirements - When to Request an NOC
Requesting a Notice of Cancellation-Why?
Notices of Cancellation need to be obtained in certain scenarios in order to adhere to our policy. Both the OG and Cian Policy are written so that we are a secondary insurer, meaning if the pet has two policies we can only assess coverage for the loss that their primary insurance policy did not cover. We know that a pet having two active insurance policies is rare-But if there are flags indicating it is possible, we need to do our due diligence to ensure we are adjusting claims correctly. This is when we will request to obtain the NOC. Taking the time to review for the need of an NOC at the beginning of a claim creates the best policyholder experience possible. Click each step on the right to learn the flags indicating that we need to request an NOC ➜
If the pet's Medical Record indicate it has another policy: A statement that the pet has other insurance, or documentation is sent to another pet insurance company.
If the policyholder tells us that they have another insurance carrier for their pet, either by marking "yes" to this at sign-up or in any communication.
If another pet insurance company reaches out to us indicating the pet has/had a policy with them-Remember, other carriers can also include in their policies that they are a secondary insurer.
If the policyholder has multiple pets insured with us, and we know that one of their other pets has an active secondary insurance poolicy.
If the Previous Insurance box is marked "Yes", always confirm the policyholder did not have a previous Lemonade policy for the same pet by going to the User page!
NOC Requirements - Communicating about NOCs with Policyholders
Obtaining the Notice of Cancellation
We can usually start the request for an NOC with the automated workflow, but any communication after that will still be handled by a Pet Specialist! Ideally, we just receive the documentation we requested, but policyholders can be confused by what we are looking for, or uncooperative about obtaining their NOC. Click the text of each policyholder response scenario below to reveal the answer.
What information MUST be present on an NOC?
1. The policyholder responds "you shouldn't need that documentation because you've previously settled my claims without it."
Each claim should be adjusted independent of prior claim decisions, and this also applies to obtaining the NOC. We cannot adjust a claim without having this documentation on file, regardless of what has happened with previous claims.
2. The policyholder responds "I don't have the cancellation letter".
We can explain to the policyholder how they can go about obtaining the letter, but if they are unresponsive or unwilling, the Pet Specialist must attempt to reach out to their insurance carrier for the letter before starting the LOI Process for an NOC.
Click to Reveal Answer
3. The policyholder responds "I've never had previous insurance for Trixie."
Assuming the pet's name is actually Trixie, this depends on what made us ask for an NOC. If we saw in MRs that the pet had another policy, we should provide those details. Example: On September 4th at XYZ Vet, it was noted Trixie had an Embrace policy. If the toggle for previous insurance was just marked "Yes" and there is no proof one exists documented elsewhere, we can believe them that they mistakenly marked it as yes.
NOC Requirements - Approved Documentation Types
Screenshot of their online/app portal showing cancellation
What counts as an NOC?
Click on the Gifs for examples of each documentation type we may accept.
A formal letter from the insurance Carrier
Email Forwarded from the Policyholder
NOC Requirements - Discussion
Clicking on each icon reveals a discussion question!
Sometimes we come across a claim with prior insurance toggled as "Yes", no NOC on file, and previous claims already completed. Tell us about a time you effectively explained to a policyholder that we need the NOC to process their claim, regardless of previous claim settlements? What was your approach?
A policyholder is having trouble obtaining their NOC, but they are very willing to assist us. They have sent us an email showing a non-renewal was pending as of 3 months ago, and a screenshot of their policy online dashboard showing only their other pet as "active policy" pets. How would you explain to them what the documentation should look like and how to request it from their other carrier?
Thank you very muchfor your attention
Back to home
All policyholders should have received an official cancellation letter from their insurance carrier when their policy was cancelled, or be able to obtain one if they request it. This is the "Gold Standard" document, however, not every policyholder will be able (or motivated) to track it down and we can accept some other types of proof.
The NOC Must always Show: 1. Owner Name 2. Pet Name 3. Policy Cancellation Date
Another format we can accept is an email that shows the policy has already been cancelled (not a pending request, a notice of non-renewal, it MUST be a done deal). Note that this example includes the required info for a NOC: owner name, pet name, and cancellation date.
Logged in as: Victoria Booth Log Out
Policyholder: Victoria Booth
Policy Details
Ferris
Breed: Border Collie Sex: Female Age: 4 years old Policy Status: CANCELED (Effective 12/30/24)
Actions
Screenshot of a Pet Insurance Portal from an online login page or app: This can be accepted, but only if it includes the owner name, pet name, and cancellation date. If any of those elements are missing it's a no go.
TIAB - Notice of Cancellation Requirements
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Transcript
Training in a Box Series
Notice of Cancellation Requirements
Start
NOC Requirements - Introduction
About this training
Welcome to "Training in a Box"! In this micro-learning course you will, with your squad, affirm the correct protocol for requesting and accepting Notices of Cancellation (NOC) of an insurance policy for a pet, as well as when to request the NOC. This understanding is crucial for ensuring that we have the correct documentation we need for claim processing and preventing delays when we can accept a document as an NOC. Your skill keeps the claim process efficient, giving a positive experience to our policyholders and removing any unnecessary work for you and the CLX pet team. Here is the Agenda for the Discussion:
To navigate through this course, you will find arrows at the top left of the screen to move forward and backwards. Let's dive in and enhance your expertise regarding Notices of Cancellation!
NOC Requirements - When to Request an NOC
Requesting a Notice of Cancellation-Why?
Notices of Cancellation need to be obtained in certain scenarios in order to adhere to our policy. Both the OG and Cian Policy are written so that we are a secondary insurer, meaning if the pet has two policies we can only assess coverage for the loss that their primary insurance policy did not cover. We know that a pet having two active insurance policies is rare-But if there are flags indicating it is possible, we need to do our due diligence to ensure we are adjusting claims correctly. This is when we will request to obtain the NOC. Taking the time to review for the need of an NOC at the beginning of a claim creates the best policyholder experience possible. Click each step on the right to learn the flags indicating that we need to request an NOC ➜
If the pet's Medical Record indicate it has another policy: A statement that the pet has other insurance, or documentation is sent to another pet insurance company.
If the policyholder tells us that they have another insurance carrier for their pet, either by marking "yes" to this at sign-up or in any communication.
If another pet insurance company reaches out to us indicating the pet has/had a policy with them-Remember, other carriers can also include in their policies that they are a secondary insurer.
If the policyholder has multiple pets insured with us, and we know that one of their other pets has an active secondary insurance poolicy.
If the Previous Insurance box is marked "Yes", always confirm the policyholder did not have a previous Lemonade policy for the same pet by going to the User page!
NOC Requirements - Communicating about NOCs with Policyholders
Obtaining the Notice of Cancellation
We can usually start the request for an NOC with the automated workflow, but any communication after that will still be handled by a Pet Specialist! Ideally, we just receive the documentation we requested, but policyholders can be confused by what we are looking for, or uncooperative about obtaining their NOC. Click the text of each policyholder response scenario below to reveal the answer.
What information MUST be present on an NOC?
1. The policyholder responds "you shouldn't need that documentation because you've previously settled my claims without it."
Each claim should be adjusted independent of prior claim decisions, and this also applies to obtaining the NOC. We cannot adjust a claim without having this documentation on file, regardless of what has happened with previous claims.
2. The policyholder responds "I don't have the cancellation letter".
We can explain to the policyholder how they can go about obtaining the letter, but if they are unresponsive or unwilling, the Pet Specialist must attempt to reach out to their insurance carrier for the letter before starting the LOI Process for an NOC.
Click to Reveal Answer
3. The policyholder responds "I've never had previous insurance for Trixie."
Assuming the pet's name is actually Trixie, this depends on what made us ask for an NOC. If we saw in MRs that the pet had another policy, we should provide those details. Example: On September 4th at XYZ Vet, it was noted Trixie had an Embrace policy. If the toggle for previous insurance was just marked "Yes" and there is no proof one exists documented elsewhere, we can believe them that they mistakenly marked it as yes.
NOC Requirements - Approved Documentation Types
Screenshot of their online/app portal showing cancellation
What counts as an NOC?
Click on the Gifs for examples of each documentation type we may accept.
A formal letter from the insurance Carrier
Email Forwarded from the Policyholder
NOC Requirements - Discussion
Clicking on each icon reveals a discussion question!
Sometimes we come across a claim with prior insurance toggled as "Yes", no NOC on file, and previous claims already completed. Tell us about a time you effectively explained to a policyholder that we need the NOC to process their claim, regardless of previous claim settlements? What was your approach?
A policyholder is having trouble obtaining their NOC, but they are very willing to assist us. They have sent us an email showing a non-renewal was pending as of 3 months ago, and a screenshot of their policy online dashboard showing only their other pet as "active policy" pets. How would you explain to them what the documentation should look like and how to request it from their other carrier?
Thank you very muchfor your attention
Back to home
All policyholders should have received an official cancellation letter from their insurance carrier when their policy was cancelled, or be able to obtain one if they request it. This is the "Gold Standard" document, however, not every policyholder will be able (or motivated) to track it down and we can accept some other types of proof.
The NOC Must always Show: 1. Owner Name 2. Pet Name 3. Policy Cancellation Date
Another format we can accept is an email that shows the policy has already been cancelled (not a pending request, a notice of non-renewal, it MUST be a done deal). Note that this example includes the required info for a NOC: owner name, pet name, and cancellation date.
Logged in as: Victoria Booth Log Out
Policyholder: Victoria Booth
Policy Details
Ferris
Breed: Border Collie Sex: Female Age: 4 years old Policy Status: CANCELED (Effective 12/30/24)
Actions
Screenshot of a Pet Insurance Portal from an online login page or app: This can be accepted, but only if it includes the owner name, pet name, and cancellation date. If any of those elements are missing it's a no go.