Tasks
If a form isn't filled out correctly by the customer, what should I do?
What is, send a requirements letter to the customer.
Where am I able to see the type of plan the customer has? i.e. term or whole life?
What is on the Dashboard tab or click Coverages.
It's okay if I'm on the phone with a customer and there is more than 20 seconds of 'dead air'
What is no, put the caller on hold if you need to.
How long does a customer have to wait before they can convert their term policy to a whole life?
What is one year.
How long is the customer's grace period?
What is 60 days.
If I notice a form isn't listed correctly, for example, for task in DocFinity says Change of Owner but when I open the form it's a Name Change form, what should I do?
What is re-index the form with the correct name.
What is the Correspondence tab.
What is, offer the phone survey (make sure you disconnect first).
If a policy starts with a 'J' what kind of policy is it?
What is Juvenile
When do annual statements get mailed to customers?
What is on the policy anniversary date.
Once I update the requested change in FAST, what do I do next (besides complete the task in DocFinity)?
What is send a letter to the customer, if applicable.
What does it mean if a policy has a status that says Pending Lapse?
What is they are within their 60 day grace period.
When a customer requests a form be mailed to them, what information should I verify?
What is their mailing address.
What is the difference between a term policy and a whole life policy?
What is..
A term policy does not have values, premiums increase after a set amount of time (i.e. 10 year term), can be converted to a whole life policy.
A whole life policy accrues values over time, premiums stay the same, cannot convert.
What does it mean if a policy has a status of Lapsed?
What is, no longer an active policy due to missed payment. *If the policy isn't active and the insured passes away, their benes will not receive any death benefit proceeds.
What is the difference between a Free Look (same thing as a Not Taken) and a Surrender?
A Free Look/Not Taken can only be requested within 30 days of the policy issue date, no form is needed, and the customer receives the premium (1 month) back in the form of a check.
A surrender is anything after 30 days of the policy being issued, we need a completed form in our office, and depending on the policy they will or will not receive money back.
What should I do if a customer calls and wants their policy to be reinstated?
What is give them a reinstatement quote (all of the missed premium + interest) and mail/email them a reinstatement application.
If I notice something that seems like it could be a defect on a policy, who should I contact?
What is email lifedirect@amfam.com
What is either monthly CC/DC or EFT.
Can we change who the insured is on a policy?
What is no. If the customer requests this, they need to fill out a new application.
Can a customer view their life insurance policy information online?
What is no, this is currently not an option. They have to call us to get information.
What is, verifying the customer, making sure we help the customer with their request, no 'dead air', verifying bene, and offering the post call survey.