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Use Work for every task, New Request for pasted text and license or registration images, and Tools for direct workflows. Activity is the audit trail. Analytics reports daily, weekly, and monthly successes, failures, and work awaiting staff. Detailed legacy forms remain in Legacy Tools.
Customer intake, MyRMV, and quotes
Universal Intake extracts the name, DOB, address, license, VIN, and prior insurance from text and up to four images. Review yellow or red fields before confirming. A Massachusetts license and 17-character VIN can trigger MyRMV enrichment. Auto Quote opens SinglePoint; non-MA licenses can route to MAIP. Home Quote first looks up public property facts and requires staff confirmation for missing or conflicting facts.
MAIP runs Monday-Saturday, 7:00 AM-7:00 PM Eastern, and is closed Sunday. A request outside those hours stops with a clear message.
Three-week renewal and payment follow-up
After 7:00 AM each agency-local day, the system can scan issued policies expiring within the next 21 days. It creates separate Renewal Follow-up and Payment Follow-up work items and attaches available renewal/declaration and bill/invoice PDFs. Open the task and choose Open Renewal Document or Open Bill Document. This workflow does not renew, pay, or contact the customer.
Plymouth Rock policy service
Billing Status is read-only. Add Driver and Update Mortgagee are in Tools and require verified customer, policy, effective date, fields, and explicit authorization. Add Vehicle is in Legacy Tools; enter the VIN and retain the current coverage structure. Completed tasks link directly to the Plymouth Rock portal.
Update Mortgagee, Add Driver, and Add Vehicle change the live policy. If the carrier succeeded but documents are pending, do not submit the endorsement again.
Cards, binders, cancellation documents, and RTA
Insurance Card and Auto/Home Binder use the customer's existing quote or policy record and must be reviewed before delivery. Cancellation uses the fixed SinglePoint templates to create a current-date Auto 2A or Home LPR; it creates files only and does not submit a cancellation. RTA E-Stamp applies an authorized stamp but does not mean the RMV received or accepted the form.
Work statuses, colors, and result links
- Green: completed step;
- Blue: active automation or carrier step;
- Yellow: staff action, security code, missing information, or warning;
- Red: failed task; inspect the final event and reason.
The page status and timeline should agree. After completion, Result shows files or data and Carrier website opens SinglePoint, MAIP/MPIUA, or Plymouth Rock.
Safety and troubleshooting
- Never guess an uncertain field; correct and reconfirm it in New Request.
- A security code is only for the current login and is not saved to the customer record.
- Store passwords only in encrypted Render environment variables, never in PDFs, sheets, or chat.
- If a task stays Running for more than 60 seconds, refresh and inspect its timeline and Analytics.
- Staff must choose when multiple customers, addresses, or policies match.