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What RA article outlines the proper authentication guidelines?
Authentication Checklist
In the state of NY, this coverage pays a benefit in the unfortunate event an insured person dies in a covered accident.
Death Indemnity (CM)
In NM, this pays for towing and basic roadside assistance expenses (such as lockouts, fuel delivery, tire changes, jump starts) if you are stranded on the road
Roadside Coverage - Coverage JJ
Aemond Targaryen called to add a vehicle he recently purchased. The representative expressed willingness to assist and informed Aemond that the call needed to be authenticated before proceeding with the request. Upon authentication, he provided his phone number and email address, which appeared to be mismatched with 1View. What should the representative do?
It would be advisable for the representative to refrain from continuing the call, and instead inform Aemond that it would be beneficial for him to review his policy documents.
After Corlys Velaryon’s enrollment in the Drivewise program, he voiced concerns about data privacy sharing, given his previous experience with identity theft. How should we address Corlys’s concern?
It is important to acknowledge Corlys’s concern about the potential sharing of his personal information. It is essential to inform Corlys that some data collected is shared with third parties, but that no personal data from the customer is ever shared.
Angelica Quinto has requested a copy of her ID card to be sent via email. You informed her that you could send it to her email address and that you would put her on hold for 1-2 minutes to check her policy. Upon checking, you noticed that she was unenrolled from Drivewise. As an Unlicensed Service Representative, which example talk path should you use to inform Angelica about her Drivewise status.
I see you have been unenrolled from the Drivewise program. Are you interested in re-enrolling in the program to start receiving savings again?
Mikha, an unlicensed service representative, offered text notification to Stacey, one of our loyal customers who has had a traditional auto policy for more than 5 years. Mikha sent an enrollment text to Stacey, informing her that she needed to reply "Y" within 72 hours to complete the enrollment. According to the Sit-Along Standard Process, what rating would you give to Mikha
Rating 0 because Mikha did not verify the last 4 digits of Stacey's phone number on file
Avery Lany is calling from New York to inquire about the status of her home insurance policy. You have already authenticated the customer, but if we are to adhere to Allstate's authentication guidelines in New York, would you still request the last four digits of the driver's license number?
There is no need to ask for the driver's license, since the policy is a property policy
Freddie Mercury called with the intention of making a payment on his car insurance and inquiring about his eligibility for certain discounts. Upon verification, he was able to provide his full name, phone number and full address in New York. However, he refused to provide the last four digits of his driver's license. The representative respected the customer's decision and obtained the full policy number instead. Did the representative follow the correct authentication process?
No, the call is unauthenticated. The representative should have obtained the last 4 of Driver's license regardless
Andres wants to cancel his father's auto policy because his father is currently hospitalized and Andres holds the power of attorney (POA). However, Andres is not listed as the care of (C/O) on the auto policy. As an unlicensed agent, how should we process his request and authenticate the policy?
Authenticate the policy by asking for the first and last name of the named insured, the policy number, and Andres' full name. Since Andres is not yet listed as the Caretaker (C/O), we should inform him that he needs to send Proof of Authority (POA) documents to Endorsement Support. In addition, we need to submit a Review Proof Follow-Up task.
Dealership in NY calls to request the customer's declaration page for the vehicle to be financed. The name of the insured is not at the dealership. The dealership was able to authenticate the policy. Will you send the declaration page to the dealership?
No, it’s not possible to forward the document to the dealership. Instead, inform them that they must either call back with the name of the insured or ask the customer to call us back.
Hillary Wilson is calling to make a payment on a homeowner’s policy. She is part of EQ Mortgage LLC. She gave the amount and the name of the policy holder, but she was unable to provide the property address. Will you proceed with the request?
No, give them the AXCiS website to process the payment.
Nicholas Sparks called to cancel his only policy with Allstate, a homeowner's policy, because he found a cheaper one. The policy came in as a yellow banner and his DOB and phone number are already recognized in the system, but for category 4 there is no SSN on file and the DL is not applicable to this type of policy and he doesn't have his policy number with him either. As an unlicensed representative, you are only allowed two attempts to authenticate the policy. What should you do?
Ask for the policy number, as this is the only way to fully authenticate the policy. If it's been two attempts, stop and advise the customer to call back
Theresa Shackleford received her renewal documents, including the declaration page and bill, and noticed that her premium had increased. Upon inspecting the policy details, she discovered that her husband, James Shackleford, had had a birthday and turned 50, which may have affected her premium. What exact explanation would you provide to Theresa to help her understand the reason behind the premium increase?
The age of the person driving the car is one thing we consider when we figure out how much your car insurance will cost. Usually, when drivers change from being teenagers to adults, the cost goes down. But as they get older, the cost goes up again
You are helping Victoria Chambers with the termination of her policy. She has requested to terminate the policy as of today, July 23, 2024. She is inquiring about the payment required to terminate the policy. You have checked the system and found that we have her checking account information, and she is enrolled in automatic payments, with the next payment due on July 25, 2024. What exact script do you need to provide to Victoria to manage her expectations?
Our system will calculate your final balance or refund. It is possible you will have a withdrawal within the next two days, please do not make changes to your auto withdrawal, if any excess funds are pulled, we will refund your bank within 7-10 days
Oliver Roberts from New York wants to suspend the coverage for his 2024 Hyundai Sonata. He has already surrendered the plates, but he does not have the FS6T receipt. What script should be provided to Oliver to ensure that his request is processed correctly?
In order to process your request, we are required to document the information found on your FS-6T receipt. When you have it available, please contact either your agent or the Customer Contact Center. We will then process your request, which will be dated the day after your surrender date.
Yesterday, Brad Wilson requested an ID Card, citing the need for proof of insurance. He was informed by the representative who assisted him that he would receive the document within a few minutes after the call. Now, 24 hours later, he has not yet received the requested ID Card. He contacted Allstate in a state of agitation, seeking to ascertain which email address the representative who had provided him with assistance had sent the document to. The call was partially authenticated based on the provided phone number and date of birth. As an unlicensed representative, how can we assist the customer?
Above all, the policy needs to be authenticated first, and after that, the customer should be asked to confirm their email address, and then verify if it matches the information, we have on 1view.
Edward Wilson negotiated a purchase agreement with a dealership near his place in Los Angeles for a 2024 Audi Q3. He had been considering replacing his existing vehicle due to its diminished value and quality. Following the conclusion of the purchase agreement, he contacted Allstate to request the replacement of one of the vehicles on his insurance policy with his newly purchased vehicle. In the event that a customer is in possession of both the new and the old vehicle, how should an unlicensed representative proceed in assisting the customer with replacing the vehicle included in the policy?
No further action is required regarding the old vehicle. Proceed to the next necessary step, which is to inform the customer that a series of information will be needed to replace the vehicle on the policy.
Michael Lancaster experienced a setback that resulted in the loss of his employment. He has been facing challenges in maintaining financial stability. Furthermore, the renewal of the policy after six months has resulted in an increase in rates in Florida, which is an additional challenge. He opted to cut back his auto insurance coverage with Allstate in order to reduce costs. Luckily, he was able to find cheaper insurance with another carrier which should have started on the same day. Following the termination process, how can an unlicensed representative assist the customer?
Offer the customer to talk to their local agency first regardless.
What is an FR19 document? What are the scenarios that would require the customer to request for FR19?
The form is required of drivers who have been convicted of a serious violation, involvement in a serious accident without insurance coverage, or failure to satisfy a judgment as a result of an accident.
The customer called in to request for an FR19 document. What process should we follow assuming that the policy holder resides in MD?
Inform the customer that they will need to send us the suspension order. Document and create a follow-up task for electronic filing.
Arnel called in to check the status of refund check due to overpayment. Upon reviewing BET, it was determined that the refund check has been cashed/paid status. The customer claimed that he did not received any checks from Allstate. As an unlicensed representative, what kind of proof can you provide indicating that the check has been cashed.
Follow Copy of Check (Step 3 - Refunds, Payment Investigation, and Other Accounting Requests)
Mark called in from his hometown in MD, he wanted to switch from Milewise to Traditional Policy. As an unlicensed representative, how can we assist Mark?
"In order to assist you, I will need to refer you to an agent to discuss your options."