Address Workflows — Problems and Requests

1 · Address Model

1.1

Billing Address

Policy bound

Mailing address set

→

Billing captured

Entered separately from mailing

Problem

→

Address locks

Fixed at account level

Problem

→

Next policy added

Inherits the locked value

→

Invoice mails

To the billing address

ProblemBilling is captured as its own address type, then locks on the account. Later policies cannot set it independently, and it drifts away from the mailing address with nothing to reconcile the two. C1

RequestR1Derive the billing address from the policy's mailing address rather than storing it. R2Keep escrow and premium-financed billing as a responsible party in BillingCenter, not as an address type.

1.2

Company Address on Additional Interest

Interest added

Mortgagee or other company

→

Contact selected

From ContactManager

→

Company address applied

Corporate, not mail code

Problem

→

Notice generated

Dec page or cancellation

→

Notice mails

Wrong destination

Problem

ProblemMortgagee mail rarely goes to a lender's corporate address. It goes to a designated ISAOA/ATIMA mail code. Removing the Company address type does not fix this on its own, because the address still has to live on the company's contact record — what changes is only the classification.

RequestR3Remove the Company address type; the additional interest mails to whatever the company contact holds. R4Correct mortgagee contacts to hold the mail code rather than the corporate address.

OpenWhich address do the mortgagee contacts hold today? R4 is only scoped once that is known.

1.3

Primary Designation

Contact created

Named insured party

→

X marker set

Designates primary address

→

Location number tied

Required for propagation

→

Syncs onward

ContactManager, then BC

→

Read as per-policy

Party flag used as assignment

Problem

ProblemThe X marker is a party-level flag with one value per contact. It is being read as a per-policy mailing assignment, which it cannot carry. Removing it outright also risks breaking propagation, because the account location number linkage depends on it. C5

RequestR5Keep the flag, define it as the account's default mailing address, and remove every screen path that treats it as a per-policy value.

OpenWhether primary is removed entirely. Risk address differs from the account holder's primary on non-owner-occupied rentals, second homes, vacant or renovating dwellings, trust-owned property, homes bound before the move, snowbirds, and insureds whose mail is handled by an adult child. None of these need a per-policy primary — they need mailing to be independently settable, which the model already allows.

2 · Address Intake

2.1

New Business — Agent

Agent starts quote

Digital portal

→

Account search

By insured name

→

Matches returned

Includes unrelated accounts

Problem

→

Account selected

May attach to the wrong one

Problem

→

Addresses captured

Risk and mailing

ProblemThe search matches on name alone, so it returns accounts where the insured is an additional interest on somebody else's policy. Selecting one of those attaches new business to an unrelated account.

RequestR6Filter the search to accounts where the party is Account Holder or Named Insured, excluding additional-interest roles. Do not narrow it to Primary Named Insured only — a named-insured spouse is a valid match, and dropping them creates duplicate accounts, which returns the billing lock in 1.1.

2.2

New Business — D2C

Risk address entered

By the customer

→

Validated

SmartyStreets, Google fallback

→

Mailing captured

Same as risk, or entered

→

Billing captured

Same as risk, or entered

Problem

→

Account created

Search behaviour unconfirmed

Problem

ProblemD2C captures a billing address at bind. Once billing derives from mailing, that step writes a value the model no longer recognises. C1

RequestR7Remove the billing capture step from the D2C flow. R8Point D2C at the same account search service as Digital, once R6 is in place.

OpenDoes D2C search existing accounts by name at all? If it does not, repeat customers get duplicate accounts. If it calls the shared service, it inherits the false positives in 2.1. Both point at fixing the role filter once, in the shared service, rather than per channel.

2.3

Change of Address

Request received

PC, agent or customer portal

→

Account Location screen

All policy mailings listed

→

Address changed

Edit or assignment, indistinguishable

Problem

→

Location number assigned

Address Type Mailing

→

Syncs onward

ContactManager, then BC

ProblemOnce locations are deduplicated, several policies point at the same record. Two different operations then look identical on screen: editing a location's text changes it for every policy pointing at it, while re-pointing one policy changes only that policy. A CSA who types over the address silently moves the others. C2, C3, C4, C6

RequestR9Treat a change of address as an assignment: add the validated location if new, then re-point the policy to it. R10Reserve in-place editing for genuine corrections, gated separately, where cascading is the intent. R11Give locations an active or inactive state so history is retained but the picker stays short.

OpenWhen one insured moves and holds four policies, can the screen re-point all four at once, or is each a separate assignment? Separate is defensible as deliberate action, but it is also the friction that tempts someone into building an account-level mailing field later.

3 · Address Consumption

3.1

Insured Premises on the Billing Statement

Statement generated

BillingCenter

→

Insured Premises resolves

Named insured's primary address

Problem

→

Statement mails

To the mailing address

→

Insured reads it

Wrong property shown

Problem

ProblemInsured Premises shows the named insured's primary address rather than the policy's rated risk location. On owner-occupied policies the two are identical, so the defect passes testing and only surfaces on rentals, second homes and recent moves. This is a template mapping fix and does not depend on C1–C6.

RequestR12Map Insured Premises to the policy's rated risk location. R13Put non-owner-occupied policies in the test set deliberately, or the fix cannot be verified.

OpenMulti-location policies. If a policy rates more than one location, Insured Premises has to resolve to the first location, all of them, or the primary rated location. If the book is effectively one location per policy, record that and close the question.

3.2

Correspondence Routing

Document triggered

Dec, notice or claim letter

→

Address fields resolve

Wiring unverified

Problem

→

Document generated

Property and destination filled

→

Mailed

To the resolved address

ProblemThe mis-wiring found on billing statements is systemic rather than a one-off. Dec pages, cancellation and non-renewal notices, mortgagee notices and claims correspondence all carry fields that could resolve to the contact's primary address instead of the risk location, and each would pass testing for the same reason.

RequestR14Audit every outbound document against one rule: fields describing the insured property resolve to the policy's rated risk location; fields describing where correspondence goes resolve to the policy's assigned mailing address. These are never the same lookup, even when they hold the same value.