Underwriting
What is the timeframe for Underwriting to review when a customer/agent makes a payment on a cancelled policy?
1-2 business days
What does "cash receipt" mean on the billing screen?
Payment has been made
What is the handling for when you get an error stating "log homes are ineligible"?
This needs to be reviewed by UW so you can bring this to the SC so that a supervisor or CS2 can bring this to the UW chat for review.
Spell Melissa's full last name.
B-U-R-T D-E-V-R-I-E-S-E
When is hurricane season?
June 1st to November 30th
When a customer decides to remove contents coverage. Who needs to sign the form?
All insureds need to sign the exclusion form.
How can you tell if a check has been cashed in INOW
If you expand the refund on the billing screen the check status will show "open" if it has not been cashed and "clear" if it has been cashed.
What is the process for when a customer has multiple policies that are not showing up on the customer portal account?
1) Find out what policy they see when they log into the customer portal account. This is the primary account
2) Send an email to the sup bucket with all the policy numbers that need to be added to the primary account.
When was the company founded?
2005
Which is the oldest city in Florida?
St. Augustine
Insured has solar panels set up on a giant stand in the grass next to his home. Would this be covered? And will it need to be added to the RCE?
Yes, this would be covered under Coverage B. No this will not need to be added to the RCE since the RCE only affects Coverage A.
When trying to cancel a policy you receive an error in a red box preventing you from cancelling the policy. What are the two things you should do next?
1) Send an email to the Sup bucket so that it can be added to the ticket
2) Check to see if they are on an autopay plan. If so change them to direct bill.
What is the workaround for HO6/HO4 policies with the Problem Rating C and Problem Rating A Errors in INOW?
This needs to be brought to the Support Chat and a Supervisor/CS2 will bring this to UW to clear the error.
What is the SFI slogan?
Storm after storm, year after year
What is the Florida state bird?
The Mockingbird
When will you use these emails:
RPU@securityfirstflorida.com
Policyreviews@securityfirstflorida.com
RPU is used to request new business authorization reviews and escalations. Use this email for New Business Quotes and Applications.
Policy reviews is for insureds or agents to submit documents directly to UW in response to MILs, GMs, etc. This email is to use for in-force, cancelled, or non-renewed policies.
$22 ($10 set up fee and $3 per installment)
What day will we start seeing renewals in INOW? For what effective date?
12/20/2025 effective for 2/17/2026
What year did the Customer Support Department transition to Carina?
2017
What is the biggest city in Florida?
Jacksonville
When a customer requests to schedule an RCA what should you advise?
1) $100 non-refundable fee
2) Inspection does not guarantee eligibility
3) Inspection must show the roof has 5 years of remaining useful life left.
4) Inspection must be completed by an SFI field adjuster
5) A copy of the inspection will be supplied to the PH via email
Insured calls in and asks us to waive the NSF fee. She stated she took a last-minute trip to Hawaii two weeks ago and spent the money she was supposed to save for her home insurance. She got paid today and submitted the payment with you over the phone. Where do we email this request?
Nowhere.. We will not waive an NSF fee due to the insured being irresponsible. We would only waive due to SFI error.
When unable to verify an address in INOW, what should we be advising the agent of?
The lat/long boxes should populate if the AOR is using a rater. If not, we are not able to offer a policy at this time.
How much reinsurance do we buy?
$1.2 Billion
What is the approximate population of Volusia County?
611,000