Cinderella's Ride
These are the states that you will have to transfer when adding a vehicle
CA, FL, MA, MI, NJ and Jefferson county for KY
This is the process you will follow if a customer is changing their address on their auto policy and they are moving out of state.
This is what you would do if a customer calls in to correct their name. Specifically for a spelling correction (including correction of or adding missing initial) to current operator or Named Insured’s Name.
Follow the steps listed in the Process Change/Correction in Alliance link in the next section.
These are what is required to be in you policy notes when you Reinstatement a vehicle from Suspend.
Requestor
Coverage Declined
Action (Reinstate from Suspend)
Did you add Comprehensive coverage on item (yes/no)
The 30-day minimum was explained (only if reinstating within 30 days
Updated premium
If a customer calls to terminate a CCC-Supported line, what do you do first?
Prescreen for ineligible scenarios (RA: Unlicensed Termination Process)
This is an example of a code to look for to confirm there is a restricted driver on the policy
R1, R2, GR1, GR2, MR1-9, or FR 1-9
TX Only:
2A1, 2AF1, 2D, or 2DF
When changing and address, these are the scenarios that will generate an address label for you to review and approve.
Changing Mailing address only
Changing both Mailing and Residence Address to same Address
This is the process you would follow if a customer called in to update their DOB.
Do not process. Send "Review Proof" task to the Endorsement Support team (SPL)
These are what is required to be in you policy notes when you make a name correction.
Requestor
Reason for correction
When a customer calls for a What-If scenario on their CA Auto Line 10 policy, what do we do?
Transfer to Licensed Service via the appropriate VDN (CHRD)
This is what you are required to tell the customer is there IS a lienholder on the policy
Inform the customer we cannot add a vehicle without Collision and/or Comprehensive when a Lien/Lease exists
This is the process you will follow if a customer is changing their address on their Homeowners policy and they are moving within the same state.
Service (Unlicensed): Transfer to sales
This is the button you would click in Alliance to remove a phone number on a customer profile.
Customer Portfolio
These are what is required to be in you policy notes when you process a what if scenario.
Requestor
Type of Change
Difference in Current Premium
A customer calls to change agencies and wants us to select their new agent, what tool do we need to utilize?
Access Agent Locator and search for agents near the customer’s residence by searching by zip code or by city. (CHRD- Agent Change Requests- Handle Agency Change Requests - CCC Supported Line- Customer would like us to select an Agency - 1st line)
This is what you will do in the "Vehicle Inspection Field" of Alliance if the customer does not proactively state there is/is not any vehicle damage
Continue to process the Add/Replace vehicle request appropriately.
This is the process you will follow if a customer is changing their address on their Renters policy and they are moving within the same state.
Service (Unlicensed):Transfer to Licensed Service
When someone calls in to report a death of a named insured, what is the question we ask verbatim?
Mr. /Mrs…. I am sorry for your loss. Our thoughts are with you and your family. To assist you with this request can you please provide the date of passing?
(Policy Changes - Death of A Named Insured Process - Step 1)
These are what is required to be in you policy notes when you transfer a customer and you have not provided policy information and did not process and policy changes.
No notation required
What will you provide when a customer calls with questions about their premium increase on a CCC supported line?
If the Review Premium Change & Savings Recommendations link available in Policy View, you can provide the customer, verbatim, what is listed within the link. (CHRD)
This is what you will do if a customer calls in to remove a vehicle that is a total loss (cannot be driven).
Stop. Transfer to Licensed Service via the appropriate VDN.
This is what you will do if you are making an address correction on a homeowners policy. Since it is a correction, the customer has not physically moved.
Navigate to Alliance, choose Create/Resume Endorsement under Activity drop-down in Policy View then click Continue
When you receive a call from Military Personnel requesting a policy change due to deployment on a policy with only 1 operator and only 1 vehicle, is there a change required?
No. Military are considered non-residents and are not required to change their Drivers License or Registration, as long as it is maintained in their home state. (Military Personnel Policy Changes)
Sometimes, a customer will call in to process a request that we cannot do (ie adding a salvaged car in specific states). This is what we would notate if the CCC is unable to process their request.
Caller
What was requested
Summary of reason why unable to be handled
When you get a billing call and they want to know about NJ Tiering and/or TAG questions, what do we do?
Transfer to Licensed Service via the appropriate VDN for handling. (CHRD- Answer billing questions - Step 2)