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Handling Document Requests (Auto ID Cards & More) Through ClientHub

Turn every document request into an opportunity to reinforce self-service and reduce future service volume.

Goal

Enable your team to securely fulfill client document requests (like Auto ID cards or dec pages) in a way that reduces future service calls by driving adoption of ClientHub.

Why This Matters

Even long-time clients may forget they can access their documents instantly via ClientHub. When they call or email your team for documents, it's critical to not just fulfill the request — but to train them on where to go next time.

Every time you respond to a service request by uploading the requested document into ClientHub (instead of emailing it), you are:

  • Reinforcing the habit of logging into ClientHub
  • Reducing future service calls
  • Training clients to self-serve for other tasks (like bill pay and quote requests)
  • Creating a better experience by eliminating email clutter
  • Increasing long-term platform adoption

Step-by-Step Instructions

  1. Search for the client in GloveBox HQ.
    • If they haven’t activated their account, click “Invite Client.”
    • If they aren’t in the system yet, create the client record.
  2. Upload the requested document:
    • Go to the correct policy.
    • Click “Add Document” and name the file clearly.
    • Choose the appropriate document type (e.g. “Auto ID Card,” “Dec Page”).
  3. Save the document, which will trigger an automated email directing the client into their ClientHub account to retrieve it.
  4. Reply to the original request (email or call):
    • Let the client know their document has been securely delivered through ClientHub.
    • Remind them they can always log in via your website or the mobile app for future needs.
  5. Include helpful access links:

Pro Tips

  • Auto ID Cards: Be sure to select “Auto ID Card” when uploading — this enables native ID card display inside the mobile app and platform.
  • Recurring Requests: Clients will often return to ClientHub next time if they see it worked the first time.
  • Support your staff: Include templated email language (below) to standardize responses and make replies fast.

Sample Email Reply

Hi [Client Name],

I’ve uploaded your requested document to your secure ClientHub. You should’ve received an email with direct access. You can also log in anytime at [ClientHub Link] or through our mobile app:

Let us know if you need anything else!

– [Your Name / Team Name]

Final Thought

Every interaction is a chance to reduce the next service request. Delivering documents through ClientHub increases efficiency, improves client experience, and gives your team more time to grow the agency.