MTAs
What does MTA stand for?
Mid-Term Adjustment
What information is provided in a call that requires it to be scrubbed?
Credit/debit card information
What is a disputed payment?
A charge that the insured has flagged to their bank as unrecognizable or one that is not accurate
What does COI stand for?
Certificate of Insurance
What is a claim?
A request by a policyholder to an insurance company for coverage or compensation for a covered loss or policy event.
Do you need an insurance license to process an MTA changing the Company Name?
No
What is the system called that holds all of the call recordings?
Nixon
Where can you find directions on how to handle a disputed charge?
Within the shared drives folder, will be directions on what we call a one sheeter process document
How do you know which order to work from when handling COI requests?
Work in order from oldest to newest ticket based on the SLA
Who handles the claim reports that come into the queue?
Mario
How are Travelers endorsements processed?
Within the Travelers system since the policy does not download to Backoffice
What do agents do to make sure that credit/debit card information is not recording on the call?
Hit the pause button during the call
What do you do when a disputed payment ticket is in the queue
Assign the ticket to a licensed agent so they can reach out to the insured to confirm the charge is valid
What is the final step in processing a COI request with policies in Back Office?
Upload the HIUS, HBW, ABUS, or MKUS COIs to Policy page in backoffice using proper filename format.
Where can you find the carrier contact info for the claims department?
Within the shared drive, under the document labeled "Claims calls into the CSC"
What pieces of information can be changed without an MTA?
Policy Holder Name
Email Address
Phone Number
Correspondence Address
Adding Approved Contact
What information should be included in the email to request a call be scrubbed of credit card details?
The back office link and the estimated time on the call where the incident happened.
How does an insured "undispute" the payment?
They will need to contact their bank to alert them that the charge should no longer be disputed and that they can accept the charge
If a policy does not have required endorsements on a COI request, what do you need to do?
Assign a ticket to a licensed Service Agent or request agent to make them aware of what needs to be done (MTAs)
If an insured emails in details regarding a claim that occured, what should you do?
Advise them to report the claim directly with the carrier and provide them the carrier contact information found within the shared drive under the "Claims calls into the CSC" document
Can you add a coverage to a policy via MTA without an insurance license?
Only if it doesn't change the policy premium
Who handles the call scrubbing once they are emailed with the information?
Infosec
How many telephone attempts should you make to the customer to discuss a dispute and what should each a attempt look like?
Three attempts.
If no answer, leave message on first attempt, also send template email
If no answer on 2nd attempt, leave message
If no answer on 3rd attempt, leave message and send final email
If an insured asks for a specific endorsement to be listed on a COI, where can you check if the carrier offers that specific endorsement?
The CSC appetite guide under the endorsements tab
What should you never do on a claims call?
1. Never take details of the claim down
2. Do not discourage the customer from filing a claim
3. Never provide any insights on whether or not their claim will be accepted.