AUTHENTICATION and THIRD PARTY

A

100

How can we validate the Dealership?

• Named insured's First and Last name
• Policy number
• Customer's full address
• Complete VIN for auto/motorcycle/ORV or Serial number of boat involved (if updating lender clause)

200

How do we authenticate if the caller is from Rental Car Company?

• Named insured's First and Last name
• Customer's full address
• Policy number

300

How to authenticate the Power of Attorney?

• Named insured's First and Last name
• Policy number (policy may also be located by customer phone number)
• Their First and Last Name

400

STATE: NY

If the DL provided is incorrect or is not on file? What do wee need to validate?

Collect the last 4 digits of Social Security Number (SSN) or Policy Number.  

500

State: NY

 If customer refused to provide DL #. What should we do?

Stop. DL is required and caller is not authenticated.  

B

100

What is our standard opening spiel?

“Thank you for calling Allstate where you’re in Good Hands. My name is (_____). May I have your First and Last name(s)?"

200

What does RED BANNER mean? 

Authentication has not been completed. IVR was unable to collect any data from the caller.

300

Customer may not exceed more than __ attempts to provide phone or email

2 Attempts

400

A company that contracts with a lender to service the loan.

Tracking/Servicing Company

500

When specialists from other departments or the claims specialists from the field call the CCC to verify policy/coverage information.  What should we do?

Locate the caller using Outlook: 

• Click New Email.
• Ask the caller how their name appears in Outlook. (you may also use the NTID) and what office/department they are in. 
• Type the last name, first name in the To field.
• Select Check Names.  

C

100

What if customer cannot provide the Mobile Phone number, what should we validate next?

Email Address

200

What does YELLOW BANNER means?

Authentication has not been completed. Interactive Voice Response (IVR) was only able to collect partial data from the caller.

300

A financing company who holds the loan for the property (home, condominium, mobile/manufactured home) and who has the legal right to take possession of the property or sell it.

Mortgagee

400

When someone from the DMV is calling to verify policy information. What should we validate?

• Named insured's First and Last name
• Policy number (policy may also be located by customer phone number)

500

When a third party is calling related to Death of Named Insured. What should we validate?

• Named insured's First and Last name
• Policy number (policy may also be located by customer phone number)
• The callers First and Last Name

D

100

Customer cannot validate the Phone number and Email address, what should we validate?

Date of Birth and Customer's Address

200

What does GREEN BANNER means?

The call is already Authenticated

300

A financing company who holds the loan for the item (Auto, motorcycle, off-road vehicle, motorhome, boat) and who has the legal right to take possession of the item or sell it.

Lienholder

400

_____ is the person, bank or trust company designated by being named in a decedent’s will or through a court appointment to carry out the provisions of the will and administer the decedent’s estate. The decedent is someone who has died, and his or her estate is all owned property at the time of death.  This may include intangible property, such as debt. 

Executor or Executrix

500

What do we need if the caller is a Communications Assistant using the TTY or Relay 

1. Get the Relay Center name and Communication Assistant name or ID and notate in 1View.

E

100

In category 4 of Authentication what should we validate if the State is NY?

Driver's License

200

What do we need to ask if the banner is Green?

First and Last Name

300

A financing company who holds the loan for the item (Auto, motorcycle, off-road vehicle, motorhome, boat). Similar to having a lienholder, but when you have a leaseholder you typically don't own the item at the end of the lease period.

Leaseholder

400

A person with _______ has been granted authority to act on the customer’s behalf as though they are the customer.

Power of Attorney

500

If the caller is deaf or very hard of hearing. What R.A should we follow?

(TTY) Teletypewriter Support