DMI Follow-Up Guide

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DMI Follow-Up Guide screenshot 1
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DMI tracking helps agents identify documentation requests, due dates, and follow-up work before coverage is affected.

Before You Start

  • Open the correct household.
  • Know the DMI type, due date, marketplace/carrier note, and client document needed.

Step-by-Step

  1. Open the household profile.
  2. Review the DMI status in the household header and coverage summary.
  3. Open the task, notes, or documents area connected to the DMI.
  4. Record the DMI type, due date, and exact document requested.
  5. Create a follow-up task before the due date.
  6. Contact the client by SMS, phone, or email using the preferred language.
  7. Attach received documents to the household.
  8. Update the DMI status after the document is submitted or no longer required.

Confirm It Worked

  • The household DMI status matches the actual case state.
  • A due-date task exists if work is still pending.
  • Submitted documents are attached to the household.

Common Issues

  • If the DMI status is wrong after an import, update the household manually and leave a note.
  • If the client sent the wrong document, create a new follow-up task.
  • If the deadline is close, escalate according to agency policy.

Need help or see a different screen? Reply below with the page you are on and what you expected to happen.

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