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Service Solutions

When financial institutions elect to outsource their insurance tracking operations or loss draft processing to BBVA Insurance, they elect a compliant program that delivers a borrower-focused, benefits-driven insurance and risk management solution.

BBVA Insurance’s service solutions use a thorough, collaborative approach to servicing system integration coupled with compliant business rules to drive operational efficiencies while weaving quality and compliance into every process.

BBVA Insurance blends its comprehensive insurance programs with innovative tracking and reporting technology to provide a full outsourced solution to financial institutions seeking a full service, scalable insurance partner.

Customer Service

The lender-placed insurance program includes client support and service, compliant borrower notifications, and lender-placed claims administration.

Claims Authority

As a full service program underwriter with claims authority, BBVA Insurance advocates on behalf of clients in the claims adjudication process. Lender-placed insurance claims are settled based on replacement cost value regardless of whether repairs are made to the property, which contributes to an expedited settlement of property claims.

Lender-Placed Insurance Program Administration

BBVA Insurance blends its comprehensive insurance programs with innovative tracking and reporting technology to provide a full outsourced solution to financial institutions seeking a full service, scalable insurance partner.

Customer Service

The lender-placed insurance program includes client support and service, compliant borrower notifications, and lender-placed claims administration.

Claims Authority

As a full service program underwriter with claims authority, BBVA Insurance advocates on behalf of clients in the claims adjudication process. Lender-placed insurance claims are settled based on replacement cost value regardless of whether repairs are made to the property, which contributes to an expedited settlement of property claims.

Insurance Tracking

BBVA Insurance’s insurance tracking solution offers a unique blend of automation and human intervention to ensure timely and accurate insurance policy tracking.

BBVA Insurance’s insurance tracking process includes rules-based tasking workflow for policy procurement, mail processing, disbursement facilitation, and an award-winning borrower call center.

Intelligent Insurance Manager

BBVA Insurance’s proprietary insurance tracking system, Intelligent Insurance Manager (IIM), tracks residential and commercial loans for insurance purposes.

IIM is scalable and configurable, using state-of-the-art technology to support a positive customer experience, minimize consumer complaints, respond to compliance changes, and allow complete transparency for vendor management and quality assurance.

Every borrower touchpoint of BBVA Insurance’s insurance tracking service is memorialized in IIM.

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Policy Procurement

In an effort to obtain a borrower’s current insurance policy, BBVA Insurance engages in a robust policy procurement procedure prior to lender-placement. BBVA Insurance makes multiple attempts using available sources including letters, phone calls, faxes, emails, and web searches.

BBVA Insurance’s procurement module creates a unique case determined by the insurance line characteristics to intelligently identify the most efficient procurement route. This blend of infrastructure and procurement reduces administration and prevents false lender-placement.

Insurance Premium Disbursement Services

BBVA Insurance’s disbursement services include loan preparation for escrow disbursement, check printing, mailing, and reconciliation.

BBVA Insurance follows up regarding stale dated checks to ensure premiums are received by the agent or carrier. Additionally, premium refunds are researched and administered by the team. Funds are transferred electronically between the client and BBVA Insurance.

Borrower Care Center

Since 2011, BBVA Insurance’s award-winning Borrower Care Center has earned the BenchmarkPortal Center of Excellence certification for call center services. This designation is a testament to BBVA Insurance’s management and employee dedication to balancing effectiveness and efficiency in operations, resulting in exceptional call center service for clients and borrowers.

Mail Services

Mail processing services includes mail reconciliation, scanning, verification, quality assurance, document retention, and secure document destruction.

BBVA Insurance’s state-of-the art mail and imaging infrastructure uses OCR technology and automated workflow. This improves efficiency and allows prioritized processing for documents related to loans that are currently lender-placed.

When a borrower’s home is damaged and a claim is filed with the insurance company, BBVA Insurance undertakes the administration of loss drafts on behalf of clients. With best-in-class technology solutions and seasoned teammates trained in compassionate customer service, clients receive the benefit of efficient, effective, and empathetic handling of preferred policy claims.

The loss draft workflow is designed to ensure that required documents are properly obtained using strict quality measures prior to the release of loss draft funds.

The primary objective is to release funds expeditiously so the damages impacting a borrower’s property can be completed with minimal borrower inconvenience.

BBVA Insurance’s proprietary loss draft module is a task-driven system built to effectively manage the loss draft claims process. The module provides optics for claim status, claim details, claim events, and communication history.

BBVA Insurance’s team of loss draft specialists are empathetic customer service professionals who perform the important role of guiding borrowers through the claims process to return their lives to normal after property damage or property loss.

BBVA Insurance offers additional technology solutions for mortgage servicers and investors who do not fully outsource their insurance tracking operation.

Our solution for servicers who track borrowers' insurance on their servicing platform. uReport is a robust system for automated lender-placement, tracking policy expiration dates, edit billing functions, premium calculations, claim reporting, and lender-placed borrower notifications.

Our tool for investors that provides online access to order, cancel, and manage any type of mortgage insurance coverage immediately and securely.

  • Order & cancel insurance
  • Automatically generate borrower notifications
  • Eliminate coverage gaps
  • Create management reports
  • Our hybrid solution that provides electronic access to all of your borrower's insurance information.

  • Secure access to 900+ insurance carriers
  • Reduce mail volume and mailroom costs
  • Minimize data entry
  • Improve data accuracy
  • Tax Services

    Comprehensive tax tracking, tax payments, tax certificates, and redemption processing.

    Property Valuation

    A real-time property replacement cost valuation tool for residential and commercial properties.

    Property Inspections

    Determine the condition of a residential, commercial, or mobile home property at the time of ownership or sheriff sale.

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