Customer Care
What Customer Care doesn't always show in MAP? Hint: There's 4.
RPM, DQ, E-everything, and Auto Referral.
True or False. You can void a payment.
False
What special limits of liability is there for my work computer if I live in NC?
Does an deductible apply to Section II coverages?
No
How far back can we cancel a policy without documentation?
30 days.
When are you expected to DQ?
(Non NBUS Only) If a COA results in the premium being above $150 or any premium bearing change where the premium is above $200.
In California, when can you add earthquake coverage?
Within the first 30 days of NBUS or a renewal.
A policyholder is moving within the same state. Their current lease ends on 11/15 but their new lease starts on 11/1. How do you proceed?
Have the COA go into effect on 11/1.
What does E.A.S.T stand for?
Endorsements (optional)
Amendatory
State
The Base (general)
True or False. You're always required to ROAR when processing an cancellation.
False.
Liability coverage needs to be at least what amount for you not to execute customer care if listed in MAP.
$100K
What is our extension?
*130
What mandatory offers must you advise of on a COA call?
Water Sewer Backup (WSB), Flood, and SPP/Theft Limits
What is Coverage E? How would you explain it to a customer?
Liability. It helps provide you coverage if a lawsuit is brought against you because of bodily injury or property damage arising from a covered occurrence.
How are you going to ATS if a policyholder wants to cancel due to a poor customer experience?
What are the 4 Points of Excellence?
Call Opening, AAF, Set Expectations for Working Pauses & Closed Holds and Call Closing
If a spouse calls in to remove NIN due to death how do we process the change?
Advise spouse to send in request to remove spouse, copy of the death certificate, and paperwork reflecting the spouse is executor of the estate.
20% of Coverage C or $5K, whichever is greater.
A policyholder suffers a fire resulting in $40K of personal property damage and wants to know what their claims payout is going to be. You notice they have a $500 deductible and their Coverage C is $30K. What are you going to advise them?
$30K.
What fax are you going to advise if a Statefarm agent calls in requesting to cancel a policy?
305-252-7037
Name all CC components.
RPM, Dual Quote (DQ), Attempt to Save (ATS), Additional Interest, Coverage C, Liability, E-Everything, Auto Referral
Zip code
What reason would you skip the decision tree?
Not trained or appointed, partner system is down, eligibility, or doesn't meet customers coverage/endorsement needs
What is the limit that Assurant will pay for loss assessment?
$1K
How is your ATS going to sound if a policyholder is moving back in with their parents?
"I understand you're moving back home but I would recommend keeping this policy because in the event of a claim there won't be a negative impact to your parent's policy. I'll update the address so we can transfer the coverage over. What's your new address?"