welcome! renter’s insurance property training · status report locate the resident lease file...

Confidential. Copyright 2016 LeasingDesk Insurance Services, a division of RealPage, Inc. All Rights Reserved. Expires January 2017

Renter’s InsuranceProperty Training

(for OneSite users)

Welcome!


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About LeasingDesk Insurance Why Require Renter’s Insurance? Renter’s Insurance Program Expectations Marketing Materials and Enrollment Process 3rd Party Policies and Interested Party Service Renter’s Insurance in OneSite RenterProtection Support – Who To Call Critical Success Factors


LeasingDesk is the name of our company and a division of RealPage, Inc.

eRenterPlan is the name of our insurance product We specialize in providing renter’s insurance for the multifamily industry

Our renter’s insurance program includes 8,000 properties We provide complimentary brochures and weekly trainings LeasingDesk clients include:◦ AMLI, BRE, Fairfield, Milestone, Berkshire, Camden, Home Properties, UDR◦ And many more!

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Renter’s insurance is the SMARTEST way to protect your residents Residents are NOT protected by your community’s policy Just like auto insurance is a necessity, your company now requires residents to carry renter’s insurance for personal liability

It is important for residents to insure their belongings Help your residents view renter’s insurance as an amenity and not as an additional financial burden

Save Money ‐ Covered 3rd Party damages for smaller claims below your community insurance deductible may no longer come out of your community budget


• Expectations• DOI Regulations


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Expectations of Residents◦ Obtain $100,000 Personal Liability Insurance coverage at time of move‐in or lease renewal

◦ Maintain an active renters insurance policy throughout the term of the lease

Expectations of Community Leasing Team◦ Handout eRenterPlan brochures to new prospects and lease renewals◦ Ensure residents are compliant by requiring proof of insurance◦ Verify Interested Party information is on the declaration◦ Every resident should remain compliant (avoid fair‐housing issues)◦ Do not refer or promote other carriers◦ Do not display brochures from other carriers. Do not accept gifts◦ Do not process policy enrollments for Residents in eRenterPlan.com or LeasingDesk.com!


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You Can:◦ Place the eRenterPlan brochure prominently in the office◦ Place a brochure in any packet you provide to move‐ins and lease renewal notices◦ Add eRenterPlan website/phone to resident portal and to their “move‐in” checklist

◦ Direct residents to eRenterPlan website – Residents can use their mobile device You Can’t: ◦ Can’t say they have to buy eRenterPlan◦ Can’t quote or process eRenterPlan enrollments on resident’s behalf◦ Can’t display brochures, promote or accept gifts from other insurance companies◦ Can’t allow resident to move‐in without proof of insurance◦ Can’t procure a policy on behalf of a resident


• Brochure• Sticky Notes• Resident enrollment


Free brochures and stands provided to display in the leasing office

Provide brochures to new residents and lease renewals

Include in resident lease packets

Note: You can continue listing our www.erenterplan.com website address and the client care phone number (888) 205-8118 on your resident internal forms.


Post it on resident lease agreement forms and lease renewal notices

Convenient reminder for residents to obtain renter’s insurance

Informs residents of quick and easy access to eRenterPlan website and the call center

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Fast and easy process to purchase a policy by phone or online:

www.eRenterPlan.com◦ 24 hours/7 days a week

Client Care (888)205‐8118◦ M‐Th, 8am‐10pm EST◦ Fri, 8am‐9pm EST◦ Sat & Sun, 9am‐7pm EST◦ Translators available

We ask a few simple questions:◦ First and Last Name◦ Date of Birth◦ Desired Level of Protection◦ Apartment Location◦ Move‐in Date◦ Payment Details

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100% Compliant when resident enrolls under your community

Within moments of resident buying a policy from eRenterPlan, your community will receive the eRenterPlan confirmation letter

We notify you of resident enrollments by email – and via OneSite “Today” page


• 3rd party policy requirements• What if a policy is cancelled?• Sample Declaration Page


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What if Policy Gets Cancelled?

1. Leasing team provides welcome letter to request residents to add to their insurance policy the community’s name as an “Additional Interested Party” and to list this forwarding address for the community

Name of Property ‐Management Co. P.O. Box 115009Carrollton, TX 75011‐5009

2. Leasing staff will confirm resident included the “interested party” verbiage in their insurance certificate

3. Leasing staff enters policy information in resident’s lease file in OneSite

1. If LeasingDesk is notified of policy cancellation, we will send an “out of compliance” email notice to the resident and update status of policy in OneSite to “cancelled”

2. A copy of the email notice will be sent to the community’s general email box. If a resident has no email address in OneSiteonly a carbon copy will be sent to the community’s general email box

3. Community staff will follow up with policy cancellations and collect new proof of insurance document from resident

4. Community staff will then add the new policy information in OneSite

3rd Party Policy Requirements


Community and management company are named as interested party on all 3rd party policies

LeasingDesk receives notification of a lapse in coverage

LeasingDesk notifies resident of non‐compliance

Non‐compliance is tracked within the system

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Sample Apartments – 123 Management Co.P.O. Box 115009 Carrollton, TX 75011-5009


• OneSite integration with LeasingDesk‐eRenterPlan

• Updating eRenterPlan and 3rd party policies in OneSite

• Policy validation process for lease renewals and transfers

• Renter’s insurance task override


Integration with OneSite facilitates higher resident participation Integration drives policy enforcement◦ Community setup of required tasks prohibits move in’s, lease renewals and transfers without proof of coverage

Easy to measure participation and compliance tracking◦ Real time notifications of new eRenterPlan policy enrollments◦ eRenterPlan policies renew automatically – No chasing residents for policy renewal!

◦ Track cancellations, 3rd party policy renewals, etc. in real time◦ Reporting available to track compliance

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Renter’s Insurance will be a “Required Task” for new leases and lease renewals

Users can update renter’s insurance policies from the move‐in statement. Click on “Renter’s Insurance”

Users may also update/view renter’s insurance from the “resident at a glance” window. Click on “Renter’s Insurance” under “Actions”


1. Renter’s Insurance will be updated in the “Proof of Service” page for both, eRenterPlan policies and 3rd party insurance policies

2. To update an eRenterPlan policy, simply enter the policy number and under “Proof received by” select your name

3. Click “Verify Policy” 4. Click “Save” If you receive a policy update

error, please contact LeasingDesk Insurance Support at (888) 205‐8118, Option 5

7/1/2013

7/3/2013

123456789

John Doe

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In the “Proof of Service” page, update fields with 3rd party insurance information

Scan and upload 3rd party insurance certificate by clicking “Upload Policy Doc”

Click “Save”

To view image of 3rd party document, click “Policy Information”

(If deleted, there is no backup!)

Warning! Document image will be available a few minutes after upload and not immediately!

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123456789


You may enter multiple policies from other insurance companies under a specific unit/household

From the “Proof of service” window, select “Multiple Policies” and follow the same steps as with single policy entry

Click “Save” Select “Yes” when system prompts you to add another insurance policy under the same unit

Select “No” to exit and return to resident file

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As part of the renewal process, renter’s insurance will need to be verified

The “Confirm Valid Renter’s Insurance link” will appear on the “Choose offer” page of the “Renew Now” wizard

At the “Proof of service” window, verify/edit policy information

For 3rd party policies, upload policy renewal document and click “Save”

05/01/2013

05/012013

05/01/2013 04/30/2014

04/30/2015

10/31/2013

05/01/2013

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Renter’s insurance can be verified for transfers under the “Select unit” page of the Transfer request wizard

When the transfer move‐in occurs, the "Confirm Valid Renter's Insurance" link will appear on the “Transfer now” page

At the “Proof of service” window, verify/edit policy information as applicable

NOTE: If any of the following actions are selected, all insurance information added, edited, or deleted will be retained: “Undo Transfer, Keep Old Unit, Change Transfer Dates, Change Unit, or Cancel Transfer”

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“Rights & Roles” Regional Managers can “Override” Renter’s Insurance requirement for affordable units (if applicable and if they are an exception to this program)

Any other reason for an override requires Regional Manager approval

To Override Insurance* From the “Proof of Service” window, click “Override” button, enter reason, then click “Save”

*The “Override renter's insurance requirement“ button is only viewable from the “Move‐In” page and from the "Confirm valid renter's insurance" links in the “Renewal” and “Transfer move‐In” page


Identify the Override using Renter’s Insurance Status report

Locate the resident lease file

Click on Renter’s Insurance link

Enter insurance details Create digital copy of Declarations Page; Save

The Override is no longer present on any reports and your insurance compliance percentage increases!


• Renter’s Insurance Status Report

• Renter’s Insurance Alerts on Today Page

• Resident Compliance Emails, Letters and Notices


Renter’s Insurance Status Report

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Audit Insurance Compliance!

Report provides status of insurance policies logged in OneSite (Active or Cancelled)

Because information is pulled from Leasing & Rents, all resident names and vacant units are automatically populated

Summary at the end of the report will give active percentage based on occupancy


**Settings might be done by users and/or by Super User, depending on your management company preference. 30

Specify role under “Save to role” then click on “Customize”

Under Alerts, select “Insurance Services”

Click on “New eRenterPlan Enrollments”

Drag snapshot to the custom view page

Repeat the same steps to add “Renter’s Insurance” snapshot

Click Save


“New eRenterPlan Enrollments” snapshot Displays new residents’ policies acquired on eRenterPlan.com within the last 30 days Allows OneSite users to easily add those policies to residents/units Under “Actions,” click “More” then “Add to unit.” Search for resident/unit and click

“Find” Verify the resident’s eRenterPlan policy information in the “proof of service” page

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7/26/20

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“Renter’s Insurance” snapshot to view residents’ policy status Pending Cancellation: eRenterPlan policies pending cancellation Cancelled: eRenterPlan policies cancelled or 3rd party policies which have expired Override: list of units that have an override for insurance requirement


• If insurance is setup as “Required,” a “Send email” link will be displayed on the Actions > More dropdown list for residents on the Cancelled or Pending Cancellation filter

• Click “Send email” to view and send the notice of noncompliance

• “Email Date” column will list the date in which resident received a notice of noncompliance

• If resident does not have an email address in OneSite, it will show as “No email”

3/31/20144/01/20138/10/2012 8/09/2013

5/01/2013 4/30/2014

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The “From” field will have the dropdown list with property name and the names of leasing office users mapped to roles with an email addresses setup in OneSite

Select email address for lease holder. If multiple lease holders, select all

If no email address for a lease signer, the email entry field will be blank/required. The new email address entered will be stored for the resident marked as the head of household

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Insurance services emails will be logged under resident “Activity” tab

The “Leasing consultant” column will display name of person who sent email on demand

If the email was sent from the “Renter’s Insurance” Today page snapshot, the column will default the user name of the user who sent the email

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7/1/2013

7/1/20136/30/20137/1/2011

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From the resident file, go to “Letters & notices” tab

Here is where you will find letters to send to active residents that have a cancelled policy

Residents will need to reinstate cancelled policy and provide new proof of insurance to leasing office

Be sure to update new policy in OneSite


Automated emails sent to residents regarding insurance requirements and cancellation notices

Welcome emails for new residents, compliance emails for current residents

Includes notifications for 3rd party policies (Interested Party)

Easy for residents to update their payment information or reinstate a cancelled policy

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Protecting exposures with RenterProtection

When a resident fails to maintain active liability coverage as required by their lease, Brookside Properties seeks to cover this new exposure by purchasing a RenterProtection policy for that specific unit. This Surplus Lines policy provides up to $100,000 of property damage coverage for the resident‐caused perils of fire, smoke, water and explosion. There is no coverage for the resident’s personal property. The RenterProtection policy is issued to the PMC, not to the resident.

Residents are required to carry $100,000 of liability insurance to protect the property of resident‐caused

damages

30% of residents cancel their insurance policy beforethe end of their lease

Lease Violation Fee:

A Lease Violation fee is assessed by the community manager each month that the resident is required but fails to maintain active liability coverage per the lease requirements.

This fee is applied to the resident’s rent to encourage uninsured residents to maintain liability insurance. This is collected by community staff.

The Lease Violation fee will be discontinued once the resident provides proof of an active $100,000 liability insurance policy


Maintaining records of complianceOneSite is used to track resident compliance, report units for RenterProtection coverage, and apply the Lease

Violation fee to the resident’s ledgers.

Steps to maintain compliance‐

1. Enter all resident insurance PROMPTLY at start of lease, lease renewal, and when supplied by resident

2. Select and familiarize yourself with the RenterProtection settings in OneSite

3. Review non‐compliant units throughout each month through Frequent Accounting the Renters Insurance Status Report and the Renters Insurance box on the today page

4. Contact non‐compliant residents and request proof of active liability insurance

5. Select units to apply the Lease Violation fee and report the units for RenterProtection coverage6. 4.


Entering Resident InsuranceFrom the resident screen, select “Renters Insurance” on the left under Actions.

Please complete‐ Service Provider (If not listed, select Other and

type the name into the popup)

Policy Number Proof received by Policy received dateIf the policy is an eRP policy, OneSite will sync with LeasingDesk to populate the remaining fields and

policy Status at this time.

If not eRP, please also complete‐ Personal liability limit (of policy) Policy Start Date Policy Expiration DateUpload the Policy Dec

eRenterPlan policies sync nightly with LeasingDesk to update each policy status

Click “Verify policy” at any time to receive the eRenterPlan policy status in real‐time i.e. if an

eRenterPlan policyholder made a payment, changing the policy status from cancelled to active

“Insurance log” documents all previous updates for each resident


Frequent AccountingUnits populate into frequent accounting when they are out of compliance

Do NOT have current insurance and

Their lease signed date is after the leased signed date in the settingsUnits populate into Frequent Accounting in real‐time. eRenterPlan policies sync statuses with LeasingDesk nightly

When a unit is non‐compliant and a RenterProtection policy is placed on the unit, the Posted Date is entered. • These units remain in

Frequent Accounting through the last day of the month

When a unit (without a posted date) in Frequent Accounting obtains liability insurance, they are removed from Frequent Accounting instantly


Renters Insurance Status Report

Unit Resident Carrier Policy # Policy Start Date Expiration Date Status Reason Liability133 Doe, Jane State Farm XXXXXX 6/23/2012 6/23/2013 Cancelled $100,000134 Vacant135 Smith, James eRenterPlan 0037xxxxx 7/1/2013 7/1/2099 Active $100,000136 Hancock, John USAA XXXXXXX 7/30/2012 7/30/2013 Pending Cancellation $300,000

• Access the “Renters Insurance Status” Report (Under Reports tab > Leasing & Rents > Management)

• Report provides status of insurance policies logged in OneSite (Active, Pending Cancellation, Cancelled, RenterProtection)

• Can access the report in excel format

• Review percentage of residents out of compliance


Today Page‐ Renters Insurance BoxSelect “customize” on the property home page, select “Insurance Services”, place the “Renters Insurance” box onto the work area

This box can be quickly referenced to monitor residents who are out of compliance.

Do not override insurance requirement unless approved by Regional Manager


• On the 15th of each month and prior to collecting next month’s rent, property staff needs to serve uninsured residents with a “Notice of Non‐Compliance" along with an eRenterPlan brochure

• The notice alerts residents to provide new proof of insurance prior to the 1st of the month to prevent Non‐Compliance Fees

• Follow up with residents that need to bring proof of insurance to the leasing office within 3 days

• Input resident’s new proof of insurance in OneSite

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Notice of Non‐Compliance


Advance Property Date TaskThe RenterProtection task will appear on the Advance Property page between the 1st and the 4th until the task has been accessed (even if not posted); once accessed, the task reminder does not appear.

This task takes you to Frequent Accounting (where posting occurs)

DO NOT post units when the property is locked. If on autopost, make sure the property is not locked when the autopost will occur.

Fees need to be posted through Frequent Accounting‐ do NOT post directly into the resident’s ledger‐ RenterProtectioncoverage will not be applied this way


Reporting units for RenterProtectionAdding the Lease Violation Fee

POSTED = When a unit is posted, the posted date appears next to the unit in Frequent Accounting, the Lease Violation Fee is posted to the residents ledger, and RenterProtection is placed on the unit.

Manual Post• If manual post is selected, the post button must manually be clickedAutopost• If autopost is selected, the computer clicks the post button monthly on the day

selected. Posting only occurs once per month

Only units marked as “charge” receive RenterProtection coverage and the Lease Violation Fee

AutoPost vs Manual Post

Units must be POSTED between the 1st and the 4th


Reasons why a unit is NOT in Frequent Accounting

Resident has active liability insurance Resident does NOT have a lease signed date in OneSite Resident has a lease signed date BEFORE the lease signed date in the settings Insurance requirement has been overridden

Reasons why a unit is posted in Frequent Accounting but shows active insurance

Resident DID NOT have active liability insurance in OneSite at time of posting‐property entered insurance after posting occurred (view insurance log to confirm)


Posted Units

1) Unit will be covered under RenterProtection for the month the unit was posted in

2) Lease Violation fee is applied to resident’s ledger (due with resident’s rent)

3) Invoice will be sent to PMC/properties for RenterProtection coverage purchased

4) Resident is still considered “uninsured” until resident purchases/reinstates their own liability policy

Unit will show as “RenterProtection” on

Renters Insurance Status Report

Today Page‐ Renters Insurance Box

Unit will have a posted date in Frequent Accounting. Unit will remain in Frequent Accounting through the last day of the month. If active insurance has been entered in OneSite for the unit, the unit will be removed from Frequent Accounting on the first day of the next month (thus it will not be posted the following month).

DO NOT reverse Lease Violation fees without the approval of the Regional Manager.


• Resident Support • Filing a Claim• Support for Leasing Staff


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Support for Residents◦ eRenterPlan brochure◦ Website www.eRenterPlan.com◦ Customer Care (888) 205‐8118◦ M‐Th, 8am‐10pm; Fr, 8am‐9pm; Sat & Sun, 9am‐7pm Eastern

To File a Claim – American Modern Insurance Group (policy number will begin with ‘003’)◦ Call (800) 375‐2075

To File a Claim in the state of CA – American National Property and Casualty Company (policy number will contain ‘HQ’)◦ Call (844)845‐6690

Each claim is handled on a case by case basis Please note: Have resident’s policy number and phone number available if filing a claim on behalf of resident


Support for Leasing Staff◦ Call (888) 205‐8118, press Option 5, then Option 3◦ M‐F, 11am‐8pm Eastern◦ Email [email protected] to log a support ticket

What to include in email request:◦ Property Name◦ Unit Address◦ Unit #◦ Policy # in question◦ Resident Name◦ Clear description of the issue◦ Your name and contact information

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Hand out eRenterPlan brochures to new residents and renewals Do not display or refer brochures from other insurance agents Update eRenterPlan & 3rd Party Policies in OneSite for accurate participation % Require resident email addresses to leverage automated email notifications Verify 3rd party insurance certificates include the “Interested Party” info Resident’s insurance certificate should list this information under “Interested Party” section

Name of Property ‐Management Co. P.O. Box 115009Carrollton, TX 75011‐5009

Audit your Renter’s Insurance Report to track compliance Setup your “Today Page” to receive policy cancellation alerts! Confirm RenterProtection has posted by the 4th monthly Submit support tickets via phone: (888) 205‐8118, Option 5 or email:

[email protected] Reorder marketing materials also via [email protected]; include your property

name, your name, number of brochures or sticky notes needed, and shipping address.


We believe in doing what’s right. Always.

We believe in complete transparency.

We believe we should know the multifamily business.

We believe every client deserves exceptional service.

We believe we should measure ourselves by your satisfaction.

We believe in collaboration: technology is not a substitute for operational expertise.

We believe the information in our system should always make sense to you.

We believe you get what you pay for.

We believe we can deliver better results for you than you would otherwise be able to achieve.

We are grateful for every client we have the fortune to partner with.

Our Commitment

welcome! renter’s insurance property training · status report locate the resident lease file...

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