PC SOP
What is the SOP for an Insured Billed PC?
What is...
Follow up 5 days before and 3 days after cancel date
Is an overnight address a PO Box or a physical address?
What is...
Physical address
If a client calls in and would like to reinstate their policy, what document will we need to collect from the insured BEFORE making the payment?
What is....
A Statement Of No Loss
Who is the first person we reach out to on a New Home Closing PC?
What is...
Call Agent to see if the client closed on their home
What is one Carrier that we have to follow up 10 days BEFORE the cancellation date/Renewal date?
What is...
TWIA, All Risks or Orchid
Who do we call first if a policy is Mortgagee billed?
The Mortgage
We contact the mortgage listed on file for a payment and they advise us that they no longer hold the loan. Who do we reach out to next?
What is...
The insured
If the client does not answer when we call regarding payment, what should we do next to ensure the client gets the notice?
What is....
Use the email template to send the client an email to ALL emails listed
Who pays the first year of insurance at closing?
What is...
The title company
What type of policy do we not have binding authority on?
What is...
Flood and wind
What is the SOP for Lapse PC's?
What is..
– Call ALL numbers
– Send Lapse email and cc agent
– Follow up in one week with a call
You have a PR case for a clients home policy and it is mortgagee billed but the payment is due in two days. What should you do?
What is...
Request the mortgage to overnight the payment
If a policy is on RCC or EFT, do we reach out to the insured?
For 50 additional bonus points: If the policy says Direct billed, do we reach out to the client?
What is...
No we do not
BONUS:
Yes we reach out and follow SOP
Where do we check to see if payment has been received for a new home closing? (2 answers)
What is...
The policy level first and the carrier site second
With TWIA payments, where must the mortgage or client send the payment?
What is...
To Goosehead (the agency)
What is the SOP for Agent of Record changes?
What is...
– Call ALL numbers to confirm change
– Send AOR email and cc agent
– Update as cancelled, close case
Who do we contact to obtain the correct mortgage company information if the one on file is incorrect?
What is...
The client
If there is no phone number or email on file for the insured, what is the next best step?
What is...
Reach out to the agent to see if they have any additional contact information for the insured
What are two questions we should ask the Title company when we call them to check on payment?
What is...
Where and when did they send payment
With All Risk policies, what document do we have to send to the agent as soon as we get the PC case?
What is...
the D.E. Form (Diligent Effort Form)
If we call a client on a PC and the client obtains coverage elsewhere what should we do with our PC case?
What is...
Flip your case to a cancellation request case and work the case accordingly
If the mortgagee is not able to locate the client by the loan number, what information can we provide them with to locate the client?
If you guess all 4 you will receive an additional 100 Bonus Points!
What is...
Clients name, Property address, Phone number, or Clients email
You reach out to a client on a PC 5 days before and they advise they would like to reshop. What do we do with our PC case?
What is...
Keep your case, create a reshop for the agent and follow up 3 days after to ensure they have a new policy or their current policy was paid
In what circumstance do we reach out to the client on a new home closing?
What is..
After we can't get a hold of the agent or the title company
What forms of payment does TWIA accept in their system?
What is..
E-check only