Lender Services Superior Client Support

Client Support

State National has become the leading provider of CPI in large part because we back our product with world-class customer service. State National's client support includes both staffed and self-service options.

Service Staff

We provide a dedicated, highly trained Service Team to each of our clients. Our professional teams work with clients to provide quick, accurate answers to all questions based on a thorough understanding of a client's unique organization, procedures, and staff. Trained in courtesy, product knowledge, problem resolution, and follow-up, teams are monitored to keep our service aligned with best practices. Separate from the contact center, our service teams are part of our Service Operations Center in Bedford, Texas.

Our local account managers, who are CPI specialists, visit clients regularly and receive high marks in State National's annual client surveys for their CPI knowledge and responsiveness. They are focused on building effective partnerships with customers and ensuring that CPI programs are meeting clients' objectives. Account managers work as a liaison between clients and their Service Team to guarantee that our exacting standards of service are being maintained.

From senior management, to local account managers, to customer service representatives, every member of our team has the knowledge, the experience, and the tools to respond quickly and effectively to any situation.

Online

insurtrak

InsurTrak, our online insurance tracking system, is available 24/7. Fast, private, and secure, InsurTrak delivers real-time insight into the most current borrower insurance information. It provides clients access to forms, reports, account access to borrower loan and insurance records, insurance submission, and management reports, including a comprehensive summary of a program's monthly performance, in order to help clients manage their program.

InsurTrak gives clients the ability to:

  • View a complete transaction history for the life of the loan
  • Review notices sent
  • Listen to borrower calls
  • Submit borrower insurance updates
  • Submit claims, check claim status, view appraisal photos, and review all claims-related documentation
  • Access notice, billing and refund reports
  • View a monthly account analysis summary, which includes premiums, losses, claims paid, and other valuable management information