State Specifics
MI customer calls in asking what MCCA stands for on their policy. What does this acronym stand for and how did you find the answer?
Michigan Catastrophic Claims Association
Filtered State MI > Charges/Fees
Customer calls in who is moving from FL to PA, but they do not have an email address. What is the next step?
Refer to agent, do not quote.
Filter to PA > Move Out of State Request (MOOS) Direct > Step 2 Are You Blended - Follow MOOS > Step 6 for PA
In states that offer this option, what gives a Policyholder the option to decide if they want coverage to apply to a particular household member?
Exclusions. Not offered in all states. See GL for steps on how to process. States that do not offer exclusions will state this.
Driver Status -> Exclusions Requirements
A CA customer calls in to cancel their policy because they moved out of the country. Is there a cancel fee in CA and would it apply in this situation?
There is a $50.00 cancel fee in CA. it would not apply since the customer is moving out of the country.
Sales > CA > Fees
What resource can you suggest when a customer needs a rental car, but the situation does not qualify for Rental Reimbursement?
Existing Policyholders can get discounts on rental cars through the PerkShare program.
PerkShare GL
A customer calls in with a Revised Quote in MI. Are there any state specific questions you need to ask when verifying quote details?
Yes -
Mandatory Vehicle Garaging Disclosure
"Do you confirm that each vehicle listed here or added during this policy term will be garaged at the location indicated for at least the next six months (182 days) unless you specifically notify Progressive of a garaging address change?"
"Do you confirm that you understand that Progressive will not pay for any vehicle damages or claims, and may take further action that could include canceling or rescinding your policy if you falsified the garaging location or if you failed to properly update a vehicle garaging location during any term of this policy?"
Health Care Questions (Used to generate PIP coverage recommendation for customer)
Sales Revised Quote Process > Step 5 Verify Quote Details > Michigan
A Policyholder calls in to ask if they need to add their cousin who is staying with them for the summer (3mos) but is not a regular driver for their car. What section of the GL can you find this answer?
Driver Status -> Frequently Asked Questions (FAQs)
Length of time is a factor int this matter, as well as if they operate the vehicle regularly.
An upset parent calls in stating their child was added without their knowledge. What guideline do you consult in this scenario and how do you handle it?
Verify if child added as YDD, check Youthful Driver Discovered GL, and Consult/Warm Transfer to Assist #230
Search YDD in KM from Policy Guidelines link.
A policyholder calls in about deleting a driver that was added, but you are unable to make the change. What section do you consult for steps to handle this request?
Driver Status -> Insured Driver - Restricted Status
Which states do not participate in the Loyalty Rewards Program?
Alaska, California, Hawaii and North Carolina. Basic policies in New Jersey do not participate.
Loyalty Rewards Program GL