Banner Basics
What tool must be used to authenticate callers properly at FNOL?
The Authentication at FNOL Tool.
What three pieces of information are required to confirm an auto policy?
Insured full Name, full DOB (MM/DD/YYYY), and vehicle year, make And model.
If the caller provides both Step 2 items accurately, what is their status?
Authenticated — FNOL may continue as normal.
What three items are required to confirm a property policy in Step 1?
Policyholder name, full DOB, and complete property address.
If a caller is unauthenticated, what should “Reported By” be set to?
Reported by is Other ( not Insured )
What does a Green Banner mean during FNOL?
The caller has been authenticated using the policy number that automatically appeared.
Whose information can be used for name and DOB in Step 1 for auto policies?
The policyholder or another listed driver on the policy
If the caller can provide only one Step 2 item accurately, what’s the next step?
Proceed to Step 3 – Further Authentication.
What two items are required for Step 2 authentication on property policies?
Last four of SSN and mortgage company/lienholder name.
What type of alert must be added to the claim?
FYI alert, marked High Priority.
What is required when a Red Banner appears?
they are not authenticated, and you must authenticate them
Does confirming the policy in Step 1 mean the caller is authenticated?
No — policy confirmation does not equal authentication.
What two items are required in Step 2 to authenticate an auto policy?
Last four digits of the POLICYHOLDERS'S social security number and last four of driver’s license number.
If there is no mortgage listed and the caller provides last four of SSN, what’s next?
Proceed to Step 3.
What phrase must be included at the start of the alert details?
DO NOT PAY.
If a policy number appears automatically, should you ask the caller for it?
If a policy number appears automatically, do not ask for it.
What should you do if the caller does not have their policy number?
Use NextGen Policy/Claim Search – FNOL/Post FNOL to locate the policy.
Name the two Step 3 authentication options for auto policies.
If the caller cannot accurately provide any Step 3 information, what must you do?
They are not authenticated — go to the Unauthenticated Process.
If the caller asks about coverage or inspection when unauthenticated, what do you say?
Their Claim Owner will review and contact them.
If the policy details do not match the caller and you must use a different policy number, what is the caller’s status?
Unauthenticated — you must begin authentication steps.
If the involved vehicle is unlisted, what vehicle information can be used?
A vehicle that is listed on the policy.
What combination is required to authenticate the caller after Step 3?
At least one correct item from Step 3 plus at least one correct item from Step 2. (but we ask for both items in step 3)
What Step 3 options can be used for further property authentication?
Preferred email or phone number in NextGen (we ask for both, caller must be able to provide at least one)
Name four things you must NOT do when the caller is unauthenticated