Insurance Compliance

CIVLS Personal Case Processing Procedures

Contents

1.Daily Prep

2.New Customer Request (Phone, Mail, Email)

3.Research Case

4.Determine Cause of Case & Requirements to Waive

5.Resubmit Letters

6.Pay Fine

7.Waive Fine

8.Close Case

9.Reinstate Registration and End Date Exception

10.Cancel Registration, if applicable

11.Error Tracking

12.End of Day Procedures

1. Daily Prep

  1. Make sure you have a piece of paper or notebook and a pen on your desk
  2. Before taking customers for the day, log into CIVLS & load the View All Report
  3. CIVLS
  4. Once you log in to CIVLS click on Reports then Vehicle Reports then Vehicle Registration Inquiry.
  5. Next click Tool, Correspondence, Search Correspondence
  6. Click Finance, Fines, Fines Management. Once this window opens uncheck the box that says location and change the date in the from box from the current year to 1900
  7. Click Tools, Exception Case Management
  8. Your screen should be set up to look like the one below

  1. View All Report
  2. To load the View All Report, click the following link (bookmark it): http://mv1amapp7.ct.gov/Reports_CIVLS/Pages/Report.aspx?ItemPath=%2fQA%2fInsurance+View+All+-+PRODUCTION
  3. Once prompted, log in using your EXEC Account
  4. User Name: Exec\YOUREXECLOGIN
  5. Password: YOUREXECPASSWORD
  6. Click on the Insurance View All – Production report
  7. Report is now loaded and ready to go!
  8. A little more information about the Insurance View All:
  1. Once you are ready for customers, continue to Step 2: New Customer Request (Phone, Mail, Email) on page 5

2. New Customer Request (Phone, Mail, Email)

  1. Phone
  2. NOTE: DO NOT PUT THE CUSTOMER BACK ON HOLD UNLESS ABSOLUTELY NECESSARY. If there are delays due to system slow-downs or looking up information, keep the customer informed that you are still researching the case, system is slow, etc.
  3. Answer the phone call: “Good Morning/Afternoon, Department of Motor Vehicles, Insurance Compliance, this is (name). May I have your driver’s license number please?” <Wait for license #>
  4. “Thank you so much. Please wait a moment while I look up your information.”
  5. Mail/Email
  6. Review documents/attachments, locate VIN, Plate #, Customer #
  7. Determine Next Steps
  8. Phone
  9. Payment Line: Go to Step 6: Pay Fine on page 12
  10. General Line: Go to Step 3: Research Case on page 6
  11. Mail/Email
  12. Have evidence to waive the case? Go to Step 4: Determine Cause of Case & Requirements to Waive on page 7
  13. Do you have a check? Go to Step 6: Pay Fine on page 12
  14. Research needed? Go to Step 3: Research Case on page 6

3. Research Case

  1. Research the customer’s case using the Insurance View All Report
  2. On Identification Type, select Driver’s License Number
  3. On the Identification Value, type in License #
  4. Validate Plate Class says (Null)
  5. Click on the “View Report” button until a “Loading…” box appears.

Note: Search by other criteria if the customer does not have the license # handy, but has a VIN, Plate #, etc.

  1. Once the customer number appears within the report, write down the number on a piece of paper, as you will need this to close the case
  2. Locate the Fines section.
  3. Locate the Fine Status that is pending. Note the Notice Sent Date
  4. Look at the CIVLS Insurance section
  5. Locate the Vehicle that has the same Notice Sent Date
  6. Review Insurance information associated with that vehicle
  1. Review the gathered information with the customer, including vehicle information, insurance information, and suspension notice information.
  2. If the report did not give you what you needed:
  3. The Vehicle / Customer information is blank: This is because the vehicle transferred to a new owner
  4. Try searching for the same case using different criteria (whatever you have not used before - plate #, VIN, license, etc.)
  5. If the information cannot be found, proceed with the manual research process (not included in these procedures)
  6. More insurance information is needed
  7. Locate the VIN of the vehicle with the Insurance Compliance case
  8. Re-search in the View All report by VIN
  9. Scroll all the way to the bottom to find CTIVS & MVICS info
  10. NOTE: If you need to look for current active insurance information, you need to log into CTIVS outside of CIVLS
  11. No Fine listed
  12. Indicates there is no fine for the customer on CIVLS (but may have been an old case on CATER if before August 2015).
  13. If letter is from an Insurance company providing documentation not related to an Insurance Compliance case, no further action is required. Move onto your next request.
  14. Continue to Step 4: Determine Cause of Case & Requirements to Waive on page 7

4. Determine Cause of Case & Requirements to Waive

  1. Using information provided by customer, determine the cause of the case
  2. Use the chart below to:
  3. Determine if you can resolve the case yourself using the information in the middle column (STEP 1)
  4. If you are unable to resolve the case yourself, look at STEP 2
  5. Identify if the customer provided the required documents to waive the case
  6. If not, identify required evidence the customer needs to waive the case
  7. Note that all evidence must show the same vehicle and align to the dates in question
  8. Note that other evidence can be provided with supervisor approval

Cause of Case / STEP 1: Try to Resolve using DMV Resources / STEP 2: Required evidence from customer (if you cannot resolve using DMV resources)
Continuous Insurance same company / CTIVS / Insurance Batch Staging / Letter from Insurance Company including vehicle, date of coverage, policy holder, statement indicating there was no lapse in coverage
Continuous Insurance different company / CTIVS / Insurance Batch Staging / Documentation from new insurance company (either Insurance Card or Declaration Page) including policy number, coverage dates, policy holder, and vehicle information
Junked vehicle / NMVTIS / Junk receipt from junkyard, needs to have vehicle information and date it was junked
Total loss / NMVTIS / Total loss document from insurance company, date of the loss, VIN
Sold vehicle / NMVTIS or CIVLS (if new owner registered in CT) / Vehicle under 20 years old:
  • Title (front and back)
  • First offence: Bill of sale acceptable with approval
Vehicle over 20 years old: Bill of sale containing buyer & seller information, date, vehicle information.
Also acceptable: New owner’s new registration with insurance card
Moved out of state / NMVTIS / New registration and insurance card
Got insurance in a different state / n/a / Evidence that there was no lapse BUT customer must have evidence of insurance in CT to be registered here per state statutes
Documentation from out of state insurance company (either Insurance Card or Declaration Page) including policy number, coverage dates, policy holder, and vehicle information
Donated / n/a / Copy of Donation Receipt, including VIN, Date on the non-profit letterhead
Repossessed / n/a / Repossession letter from bank / finance company including VIN, date repossessed
Passed away / Deceased / MVLI or CATER / Death certificate or obituary published in newspaper. Note that the primary owner is responsible for the case, not any co-owners. If there are co-owners and the primary owner is deceased, waive case if evidence is provided.
Change of name / CTIVS / Insurance Batch Staging / Note: Insurance companies do not require legal name on policies, so we cannot hold customers accountable to have all information matching their legal name
Names can be similar (nicknames, maiden name, etc.). If applicable, inform customer they should update their DMV documents (registration, license) with their legal name. If name is vastly different, must provide evidence of name change.
Evidence of no lapse: Documentation from insurance company (either Insurance Card or Declaration Page) including policy number, coverage dates, policy holder, and vehicle information in old name
Evidence of name change: Documentation from Insurance company with corrected name (Insurance Card)
Registration Transferred / CIVLS / Copy of registration showing new vehicle transfer
Cancelled the plates / CIVLS / Before XX/XX/XXXX: Provide a plate receipt, if possible. If customer indicates they dropped the plates in a bin at the DMV, waive the fine if it was their first offense. Inform customer that next time they need to cancel the registration.
After XX/XX/XXXX: Inform customer that signage at the DMV offices indicate that placing plates in the bins at do not automatically cancel their registration, action is required and they needed to cancel the plates online. Therefore, a plate cancellation receipt is required either by the Office or printed online by the customer.
Police confiscated plates or vehicle / n/a / Copy of impound document or police report including VIN, dates
Trade-in / CIVLS / Copy of trade-in document or purchase order or odometer statement or Title (front and back)
  1. After reviewing the information above, are you able to close the case?
  2. YES: Go to Step 7: Waive Fine on page 13
  3. NO: Info not provided by customer and unable to find through research
  4. Phone:
  5. Verbally inform customer of required documents
  6. Ask the customer, “Can you provide the required document, or would you like to pay the fine to close the case today?”
  7. Pay: Go to Step 6: Pay Fine on page 12
  8. Customer wants to provide evidence: Inform customer how to send required document into the DMV
  9. Mail or Email only
  10. Email should be sent to with the processer’s attention in the subject line
  11. Hearing: Continue to hearing process (separate procedures to be created)
  12. Mail: Go to Step 5: Resubmit Letters on page 11
  13. Email: Type in email to inform customer of required documents, using templates created for Resubmit Letters. Close email and select another.

5. Resubmit Letters

  1. Select & Create Correspondence Letter
  2. Click on Tools > Correspondence > Send Correspondence
  3. In Choose Correspondence Template Section, type in Generic Memo and Click on Select. This will bring you to the Generic Memo Screen.
  4. Click on the Customer box. In the Search Screen, type in the Customer # in the box.
  5. Identification # and change the Identification Type to Customer #, click on Select. This will populate the customer name for the letter.
  6. Populate Customer Information
  7. Click in the Subject box and type in: LETTER TO RESUBMIT -- 123ABC(PLATE #) -- 1234566(Customer #)
  8. Click on the Get Vehicle box. In the Vehicle Information Identification # box, paste or type the VIN or PLATE #
  9. In the drop down box for Identification Type select the appropriate option (VIN or Plate)
  10. Click on the Search box, this will populate the vehicle information onto the letter
  11. Select Resubmit Letter Template
  12. Now go to the Insurance Compliance – resubmit letter templates and select the one that applies
  13. Copy and Paste the template into the Comments section
  14. Review & Send
  15. Click on Preview box to view your letter and make sure it fits properly
  16. [X] out of the Preview Screen and back to the Generic Memo
  17. If all looks good Click on the Send box.
  18. Your letter will now be ready to print and will be added to Correspondence automatically
  19. Process ends – take another customer request!

6. Pay Fine

  1. Does the customer still own the vehicle?
  2. NO: Accept payment in step b, below
  3. YES: Verify that vehicle is currently insured
  4. Check insurance on CTIVS.
  5. Vehicle Insured: If this system indicates the vehicle has insurance, proceed with next step (b, below) to accept payment
  6. Vehicle Not Insured: If insurance is not on CTIVS, customer must provide evidence that the vehicle is insured.
  7. Documentation accepted: Copy of current insurance card or declaration page of insurance policy
  8. How to send into the DMV:
  9. Primary: Email () with ATTN: as processer’s name
  10. As Needed: Fax (860-263-5550)
  11. Once received and insurance is verified, proceed with accepting payment, below.
  12. Accept Payment
  13. Phone ONLY: Inform customer over the phone that “Once you process this payment, according to Connecticut statute 14-12g, further action is not allowed.”
  14. If the customer asks what this means, respond, “This means that once you pay the fine, you no longer able to dispute the case or request a hearing.”
  15. Process payment according to Fiscal procedures
  16. Go to Step 8: Close Case on page 14

7. Waive Fine

  1. Locate the Fines Management window
  2. Type in the customer number
  3. Click Search > Double Click on the case that you are waiving (make sure the date on the fine matches the notice sent date)
  4. Click add > choose Waived > click Select
  5. Click the memo pad in the right-hand corner of the screen > Click new note > add subject describing why a case can be closed (ie. No Lapse, Car sold, etc.) and brief description as to where the information is provided or can be found
  6. Click Save and close out of the next window (what is the name of this window?)
  7. Click Save on the Fines Management window that is still open
  8. Go to Step 8: Close Case on page 14

8. Close Case

  1. Click Tools > Case Management > […] 3 Dots next to customer > enter customer # under identification # > change identification type to customer number > Search > Search Again > double click the case that corresponds with the notice sent date
  2. If closing without payment,
  3. Select Cleared under case results
  4. Click Save
  5. Print dismissal letter
  6. Mail dismissal letter to customer
  7. If closing with payment,
  8. Select Enforced under case results
  9. Click Save
  10. Complete any remaining case closure processes, which may vary by customer:
  11. Vehicle Not Suspended:
  12. Email Only: Respond to customer informing them the case is closed
  13. End process and take another customer request!
  14. Vehicle Suspended:
  15. Phone: Ask the customer if they still own the vehicle
  16. NO: No further action required
  17. YES: Validate Proof of Insurance, below
  18. Mail/Email:
  19. Validate Proof of Insurance, below
  20. If Proof of Insurance is not provided, send resubmit letter/email using templates to customer
  21. Validate Proof of Insurance: Need proof of insurance, if not already provided by the customer during payment process
  22. Research in CTIVS if current insurance is being reported
  23. Vehicle Insured: Go to Step 9: Reinstate Reg on page 16
  24. Vehicle Not Insured: If insurance is not on CTIVS, customer must provide evidence that the vehicle is insured.
  25. Documentation accepted: Copy of current insurance card or declaration page of insurance policy
  26. How to send into the DMV:
  27. Primary: Email () with ATTN: as processer’s name
  28. As Needed: Mail or Fax (860-263-5550)
  29. Once received and insurance is verified, proceed with Reinstating Registration, Step #9
  1. FURTHER INSTRUCTIONS NEEDED – IGNORE FOR NOW
  2. NO LONGER OWN: “Per Connecticut state law, once you sell your vehicle, your registration is revoked. As a result, we are going to cancel your registration. Do you intend on using these plates on another vehicle?”
  3. NO: Continue to step #10 to cancel registration & Plates
  4. YES: <WHAT STEPS NEED TO BE DONE TO CANCEL REG BUT KEEP PLATES? >

9. Reinstate Registration and End Date Exception

  1. Select Vehicle to Reinstate
  2. Click on VRT > Registration Transactions > Reinstate Registration
  3. Enter the VIN under Vehicle ID#
  4. Click the Continue box
  5. Enter Insurance Information
  6. Once loaded, click the Insurance tab, then click Add Row (if the insurance information does not already appear)
  7. Enter the effective date of the insurance policy
  8. Enter the NAIC Code (carrier should auto-fill)
  9. Enter the policy type (always personal)
  10. Enter the policy number
  11. Enter Registration Information
  12. Click on the Registration Detail tab
  13. Click on Get Plate
  14. Change the plate config description to match the plate type
  15. Standard – Standard LG 2
  16. Combination – Combination LG 2
  17. Enter the plate number
  18. Click the Get Plate on the right
  19. A message box will appear. Click OK.
  20. Enter Fee Information
  21. Click Fee Detail
  22. Click Add Adjustment
  23. Under adjustment reason, select “Insurance Lapse Collected”
  24. Under adjustment, change from $0.00 to $-175.00
  25. Scan Documents
  26. Place a check in the box to the left of “Connecticut Insurance ID Card” and “Fee Adjustment Document”
  27. Place the document that you have that justifies closing the case in your scanner (Insurance Card or Declaration Page, etc.)
  28. Click Scan
  29. Place documents in your scanner
  30. Click Scan to scan documents. When finished, scanned documents will appear on your screen
  31. Click Next until the Scan button is able to be clicked again
  32. Click Scan > Next > Submit
  33. Complete Transaction
  34. Click Pay Now
  35. If a message box pops up, click OK
  36. Click Auto Approve
  37. Click Close
  38. Click Pay Now
  39. Click OK to the message that pops up
  40. Finish Payment
  41. Place a check in the box next to the customer that you are reinstating
  42. Click on Pay
  43. Once the new box pops up, click on Add
  44. A row will appear so that you may enter information
  45. Under payment type, select No Charge
  46. Under Reference #, type the plate number
  47. Once complete, click Pay
  48. If any boxes appear, select Approve All Warnings then click close
  49. This will bring you back to the previous screen
  50. Select Pay again, and the receipt will appear
  51. Print the receipt and mail it to the customer
  52. End Date Exception
  53. Copy customer number from fines management screen
  54. Click Tools > Exception case management
  55. Paste the customer number, click Continue
  56. Click the drop down and click on today’s date
  57. If the vehicle is suspended but not being reinstated scan documents that were provided by the customer by clicking scan > place documents in scanner > click scan > click next > click submit

10. Cancel Registration, if applicable

  1. INSERT STEPS TO CANCEL REGISTRATION
  2. Note: Registration can be cancelled over the phone or via email/mail.

11. Error Tracking