Billing
Where do you find the True Balance Due
PICC Screen
Where can we find the PAS for the policy number provided by RG?
iSeit
bonus question: Where can we locate the request if the PAS is not in Seit?
What Fields should be filled out on a case before reassigning the case?
Contact Name
Category
Policy # and Policy type
Named insured
Assignment Group
Original Request Date
State
What should be included in the Pal template for a Pal Chat Inquiry?
Alias, policy # and office code, question, and resources already viewed
If I have questions on a policy scenario & need to review the policy in more detail outside of the agency interaction. What do I do?
Contact RG for a Startup time 1x1
If the agents office wants to place the audit premium due on a payment plan, what do we do?
Transfer to Collections - the insured can be on a payment plan without being in Collections for the balance due.
Where can we locate the PAS for the policy number RG provides?
Control D
Bonus Question: What date range would you use?
If I need to send a case to the typing team, what assignment group should I use?
BL-BLSU-SUPPORT-FIRE
If the agency calls to RUSH issuance due to a claim, What do we do?
If the ao is requesting an app be rushed due to claim, advise the request must be submitted by Claims & direct the ao to contact Claims.
What resource can I use to verify the agent staff works in the agent of record on a policy?
SSAA Home link in the Greet, Verify & Offer Assistance section of SW
If a customer calls to verify if a Refund check has been cashed, What do we do?
Reach out in Pal Chat to RG.
If there is an error on the PAS, but the worksheet submitted by production for the manual audit appears to be correct - What would we do?
Reassign the case to USU to correct the typing error.
What resource do I check the status of an application?
Workbench
Bonus: If the workbench case is closed, what do I do?
What signature is needed on the Audit Release Authorization form?
Physical or Wet signature.
Bonus question: What audits can be released if the authorization form is on file?
What resource can I use to verify if I am able to assist with processing a quote request?
Quote SME process link in SW
Bonus question: If the quote request qualifies as a same day/RUSH quote request, what do I do?
What resource can we direct the agency to for a misapplied payment, check reissue, or check the status of a refund check?
PCUR Tool - P&C UW request link in ABS
Look at the typing request for the policy RG provides. Has the PAS typing request been completed? Where can you see this?
Completed & Sent to Imaging? field on the typing request.
If a policy change qualifies as a RUSH and needs to be sent to production quickly. What do you do?
Reach out to Pal Chat, if it is a RUSH RG should advise to LIEP the case to RG to LIEP to production.
What is the latest update on SW? How can you tell what the change was?
*Updated and clarified policy documents requests 7/10/2024
Click the link and look for the "Updated" icon.
What is the class code description for the policy number RG has?
Masonry NOC
Bonus question: What is the path to that resource.
The customer indicates that a check needs to be reissued in another name, the ph no longer has any business accounts. What do we do?
Reassign the case to RG Underwriting
If the PAS says " ***ESTIMATED AUDIT DUE TO NON-RECEIPT OF AUDIT INFORMATION***". What should we advise the agency?
The audit was Unobtainable, if the insured wishes to comply with the audit the agency can request a reopen.
Bonus question: What resource can the agency use for a reopen request?
If after reviewing an insured's Contractor policy & WC policy and billing notices a case is need to correct coverage issues. how many cases would you create?
Two - one for each policy.
What do we do if Claims calls or chats for a dec page?
Direct the caller to the Underwriting Document Request (UDR) Tool. BLRC does not have access to this tool.
A Non servicing Agencey calls to request the PAS on an expired term, but they are the agent of record for the current term. What do you do?
Provide the PAS, once the agent of record changes the new agency has access to all of the prior term policies.