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Certificate of insurance request: task, due date SLA and chase

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket24 stepsUpdated for HubSpot seat pricing
OutcomeA certificate request stops being an email somebody remembers. It becomes a ticket with a named holder, a date the insured actually needs it by, one task, two reminders and a record of when it went out.
Workflow mapinsurance-002
Enroll: certificate request, not yet issued leads to Holder and policy known?. Holder and policy known? leads to no: Task and notify owner, then exit if still blank; yes: Due date known?. Due date known? leads to no: Priority Medium, task due in 2 days; yes: Priority by urgency, task due in 1 day. Priority Medium, task due in 2 days leads to Delay to 1 day before due date. Priority by urgency, task due in 1 day leads to Delay to 1 day before due date. Delay to 1 day before due date leads to Issued?. Issued? leads to yes: Wait for issued date, max 10 days; no: Reminder task and notify owner. Wait for issued date, max 10 days leads to Issued within 10 days?. Reminder task and notify owner leads to Delay to due date. Delay to due date leads to Issued?. Issued? leads to yes: Wait for issued date, max 10 days; no: Priority High, notify escalation contact. Priority High, notify escalation contact leads to Wait for issued date, max 10 days. Issued within 10 days? leads to yes: Close ticket, survey runs on closure; no: Notify escalation contact, leave open. no yes no yes yes no yes no yes no Enroll: certificate request, not yet issued Holder and policy known? Task and notify owner, then exit if still blank Due date known? Priority Medium, task due in 2 days Priority by urgency, task due in 1 day Delay to 1 day before due date Issued? Reminder task and notify owner Delay to due date Issued? Priority High, notify escalation contact Wait for issued date, max 10 days Issued within 10 days? Close ticket, survey runs on closure Notify escalation contact, leave open
Enroll: certificate request, not yet issued leads to Holder and policy known?. Holder and policy known? leads to no: Task and notify owner, then exit if still blank; yes: Due date known?. Due date known? leads to no: Priority Medium, task due in 2 days; yes: Priority by urgency, task due in 1 day. Priority Medium, task due in 2 days leads to Delay to 1 day before due date. Priority by urgency, task due in 1 day leads to Delay to 1 day before due date. Delay to 1 day before due date leads to Issued?. Issued? leads to yes: Wait for issued date, max 10 days; no: Reminder task and notify owner. Wait for issued date, max 10 days leads to Issued within 10 days?. Reminder task and notify owner leads to Delay to due date. Delay to due date leads to Issued?. Issued? leads to yes: Wait for issued date, max 10 days; no: Priority High, notify escalation contact. Priority High, notify escalation contact leads to Wait for issued date, max 10 days. Issued within 10 days? leads to yes: Close ticket, survey runs on closure; no: Notify escalation contact, leave open. no yes no yes yes no yes no yes no Enroll: certificate request, not yet issued Holder and policy known? Task and notify owner, then exit if still blank Due date known? Priority Medium, task due in 2 days Priority by urgency, task due in 1 day Delay to 1 day before due date Issued? Reminder task and notify owner Delay to due date Issued? Priority High, notify escalation contact Wait for issued date, max 10 days Issued within 10 days? Close ticket, survey runs on closure Notify escalation contact, leave open

When to use it, when not to

Use it

  • Use it in any agency with a commercial book. Certificates are high volume, low value and time critical, which is the exact shape of work that gets forgotten between two claims.
  • Use it when the same certificate keeps being reissued because the holder name was wrong. This workflow forces the holder onto the record before the task is created.
Read more on when to use itShow less

Skip it

  • Do not use it for the certificate that comes with a new policy at binding. That belongs in the binding checklist, not the service queue.
  • Do not build it before the service pipeline has SLA targets and a first response alert. Certificates inherit the desk's response clock, and without targets the reporting has nothing to show.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 8 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 24 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 30 cases, 4 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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43 specs in this kit

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