Creating a CL policy change

Last updated: March 6, 2026

Overview

Commercial policies often include multiple coverage parts, locations, classifications, schedules, and contractual requirements. Because of this complexity, a single change can impact several areas of the policy at once — including rating, endorsements, billing, and compliance documentation. For more information regarding when and why to update a policy manually, see 📄 Manual policy changes.

The information entered during the change process drives downstream workflows, including schedule updates, ACORD forms, accounting, and endorsement reconciliation. This article outlines how to manually create, finalize, and bill a commercial policy change. For instructions on making changes to personal lines policies, see 📄 Create a PL policy Change Request.

Create a Change Request

  1. On the CL policy you would like to update, select the Policy Changes tab.

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  1. Select New CL Policy Change.

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  2. On the New Policy Change: CL Change Request & Endorsement Billing modal, update the following fields:

    1. Type: Change Request

    2. Description: brief description of the policy change.

    3. Endorsement Effective Date: Date you received the change request.

    4. In the Policy Type(s) Affected section, select the affected policy types and click the right arrow to move them from the Available column to the Chosen column (required for package policies).

  3. If you already have the information for the remaining sections, you can input the values here. Often, you may not have this information until after submitting the change to the carrier.

    1. The App Updated? field is used to notate whether the policy changes have been pushed to the ACORD form. At this point in the process, it should be left unchecked.

Note: Premium changes to the policy will only be made when the Type of the Policy Change is updated to Endorsement after confirmation from the carrier.

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Note: If the Policy Type(s) Affected is not entered for package policies, the system will generate an error. This requirement does not apply to monoline policies.

  1. Click Save when finished.

Edit Change Items

A Change Item on a policy change is a specific detail or element of the policy that is being modified. When a policy is updated (through an endorsement), the overall transaction may include multiple updates. Each individual update—such as changing a limit, adding a vehicle, updating an address, or adding a coverage—is considered a change item.

Note: These values determine the final schedule details and populate the ACORD forms, so filling them out completely and accurately is critical for downstream workflows.

  1. Select the Change Items tab.

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  1. Select the action for Change Item you want to update.

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Note: If your environment has custom schedules enabled, you will see them on the right side of the screen.

  1. If creating a new item, click New. Enter the required information and click Save (or Save & New if adding more than one of the same item).

  2. To edit an existing item, click Change/Delete.

    1. In the Action dropdown, select either Change or Delete, depending on the action you want to take, then click Submit.

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b. If Change is selected, enter the relevant information in the Edit modal, then click Save.

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Note: Don't click Save & New as the selected change request will not auto-populate.

  1. Confirm the changes are accurate by clicking the hyperlink on the Details page.

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  1. On the Policy Change record, click Update App to apply the changes to the policy. This step is critical in ensuring the updates reflect back to the policy.

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Submit the change request

Some carriers require you to submit a change request form. To generate the official form, follow these instructions:

  1. Click ACORD Change Request Form. A PDF will populate in another window. Confirm all details have mapped properly.

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  1. Click Save or Download, and send the request to the carrier based on your agency's process.

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Note: A Value does not exist or does not match filter criteria error may appear when a policy has an attached renewal. When clicking Update App, the system checks whether the renewal policy should also be updated. To resolve:

  1. Confirm if the renewal policy has an appropriate Policy Type in the Superseded By field.

    1. Monoline policies cannot be superseded by an LOB policy.

    2. They must be associated with another monoline policy of the same policy type, or the parent policy of a package.

  1. If the policy types do not match, adjust the Superseded By to a policy of the appropriate type.

Note: It's best practice to add a task to document the change. For more information on creating a task, see 📄 Managing client interactions.

Finalize the policy change

Since this is a manual process, the policy change must be finalized upon receipt of the carrier endorsement:

  1. Navigate back to the Policy record.

  2. Open the Policy Changes tab.

  3. Click the hyperlink for the relevant Policy Change.

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  4. On the Policy Change record, click the pencil icon and make the following changes to the dropdown menus:

    1. Status: Finished

    2. Type: Endorsement

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Note: Updating the Type field to Endorsement is critical to downstream accounting workflows.

  1. If applicable, enter the Premium Amount received from the carrier.

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  2. When finished, click Save.

Insert Billings

For Direct Bill policies, the carrier bills the insured. For Agency Bill policies, you must create a billing record to generate the invoice for the new endorsement for manual policy changes.

  1. Click Insert Billings on the Policy Change record to generate the endorsement invoice.

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  1. You will receive a pop-up confirmation to create the billing. Click OK to proceed.

  2. To confirm the billing was successfully added, navigate back to the Policy record, click the Accounting tab, and confirm the billing appears.

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