Agent Guide

Site tour and daily renewal how-to.

Renewal Rescue Map

Aspen keeps non-auto-renew policies from slipping: import the book, Aspen reminds customers, your team works the list in HawkSoft, then mark Client Completed until the next CSV clears them.

  1. Import Active Policies CSV from HawkSoft
  2. Remind 90 / 60 / 30-day customer emails
  3. Escalate 12-hour CSR alerts if no follow-up
  4. Work Open Aspen → finish in HawkSoft
  5. Complete Client Completed ✓ · next CSV clears
Import file
Active Policies CSV from HawkSoft (replaces the book)
Non-auto-renew
Arlington Roe, American Modern, Universal
Customer emails
90 / 60 / 30-day renewal reminders (when notifications are on)
Team emails
CSR escalations after unanswered reminder windows
Weekly admin email
Mondays 8am ET — at-risk (90d), reminders sent, Client Completed, still open (60d)
SMS
In version 2, customer SMS will automatically link to Client Circle
Done signal
Client Completed checkmark · undone anytime · cleared on next import

Guided tour

Step through Aspen’s pages, then the renewal workflow. Aspen is lapse follow-up with a HawkSoft handoff — not a full AMS replacement.

Tasks

The Tasks tab is your HawkSoft Task Center list. Importing it does not replace the Dashboard book.

  1. In HawkSoft, open Task Center → My Tasks and export CSV. The Active Policies file still goes on the Dashboard.
  2. On Tasks, choose Import task CSV. Each import replaces the task list. A task you already closed stays closed when the same client, title, and due date come back.
  3. Rows use the client’s book tier color. Orange rows are not in the imported book.
  4. Narrow the list with Due year, Category, the tier tabs, or search.
  5. Click a name that is in the book to open that customer’s card. A book label means that detail came from the lapse book because the task export left it blank.
  6. Finish the task in HawkSoft. When it is marked completed there, click Close and confirm. Undo puts the row back. Closing in Aspen does not complete the task in HawkSoft.
  7. When a task matches a book client by Client ID, Aspen can fill a blank carrier or policy date on that client. Values already on the book stay as they are.
Client Completed
  • Use after you finish the HawkSoft work for that policy.
  • Keeps the name on the Dashboard with a checkmark beside the row number.
  • Stops further CSR escalation emails for that renewal cycle.
  • Logs an event under Client history (not a contact note).
  • Click Client Completed again to undo — checkmark clears and history logs the undo.
  • On the next CSV re-upload, same-cycle Client Completed policies are removed from the book.
When not to use Client Completed
  • Contact log — when you talked to the customer or agency and need a note on the timeline.
  • Renewed / Completed (close-out) — when you are recording a renewed policy with carrier, number, and term.
  • Need Re-Written — optional Aspen flag when a rewrite is needed (most detail can stay in HawkSoft).
  • Set follow-up / Customer response — optional due date + owner in Aspen; not required for every contact.
Who gets emails (v1)
  • Customers — automated 90 / 60 / 30-day reminder emails (when notifications are enabled).
  • CSRs — escalation emails when a reminder window has no timely staff follow-up.
  • Administrators — weekly pilot proof pack every Monday at 8:00 AM Eastern (independent of customer notifications). Headline counts: at-risk policies in the next 90 days, reminders sent that week, net Client Completed actions, and still-open policies in the next 60 days — plus milestone and follow-through detail.
  • SMS — in version 2, customer SMS will automatically link to Client Circle.
If something looks wrong
  • Book looks empty after import → check Active/New statuses (Renewal Pending rows are excluded). Use the Carrier filter for non-auto-renew only.
  • Missing phone/email on a Status Change import → Aspen carries forward contacts from the previous book when it can match the client.
  • Wrong Client Completed mark → open Client history and click Client Completed again to undo.
  • Still stuck → ping your Aspen admin / Foundry contact before re-importing over a good book.