Which Coverage?
It applies to accidental losses caused by upset of a covered auto or its impact with another vehicle or object, other than a bird or animal, regardless of who is at-fault in the accident. It also covers an auto that is parked and struck by another auto
What is collison?
"It says I need to sign and return the EFT/RCC form, but I don't want to be on automatic payments." What should the ISR advise the caller or do on this call?
What is change type pay to installment bill, advised doesnt need to return that form. If Esigning, advise ok to click sign, but your change today will override their signing the document and make sure they are not on autopay. Current document:
Business Center - Service > PROCEDURES > ISR > QAP / State Forms Servicing > Coverage Requirement And QAP Coverage Roll-Up Procedure
customer says "I want to put my car on STORAGE MODE." What procedure would I pull up?
VEHICLE - CHANGE TO EXISTING - DELETING LIABILITY AND COLLISION
("COMP" ONLY VEHICLES)
My family member is coming for the holidays and only staying a week. Are they covered if they use my car while they are here?
What is Permissive Use- a Non HHM, using the vehicle on a temporary, short term basis, is covered without being added as a driver to the policy when driving with the NI permission. ( policy jacket) and PLUM Bulletins > Automobile > DRIVER EXPOSURES > ListingDriverExposuresOnThePolicy.pdf
"I received a letter that says i need to sign a driver exclusion form to renew my policy." what procedure does the ISR follow?
What is Auto - Policy Cancelled / Terminated / Non-Renewed Due To Driver Exclusion Form Not Received-- Determine: If valid NDEE Form has been received prior to effective date of cancellation
See Auto Inquiry, AI20, NDEE Form Receipt Status fieldIfAction Y-- Reinstate policy N--ISR / CSO: Refer to Underwriting•UW: Review file and take appropriate actions.
pays to replace a vehicle with a new model when there is a covered total loss on the endorsed vehicle, less the applicable Comprehensive or Collision deductible
New Car Replacement Coverage (Replacement Collision Coverage in non-QA2) p
My policy could be cancelled within the first 30-60 days if this state specific form is not signed and returned. (2 answers)
Texas Proxy statement and NJ antifraud letter (Pg 6)
Caller states that our customer passed away and they are calling to let us know. What procedure do I pull up?
Business Center - Service > PROCEDURES > ISR > Named Insured Deceased
An individual; Husband and wife who are resident in the same household; Two or more relatives who are joint owners; Two or more resident individuals who are joint owners; Domestic partners; "Professional Corporation" (PC) in the name of a licensed profession; "Trust for an individual trustee; Farm family partnership or corporation - What I am?
Who can be the named insured on an auto policy?
I received a letter stating I need to update to an in state drivers license. I have one, why am I getting this letter? What should I do on this call?
We may not have your updated info on file. Let me update your policy with the correct information!
PLUM Bulletins > Automobile > DRIVER'S LICENSES > Out-Of-StateDriversLicense.pdf
System Generated - Out of State License LettersPolicies reflecting rating in one state and a driver's license in a different state, a system generated letter is sent to the customer requesting updated license information.IfLetter isNew BusinessIncluded in the policy declarations package and can be viewed in EPVRenewalMailed 160 days prior to the anniversary renewal date
Exception: Not generated for Out of Country, International or New Business policies in NY
an optional coverage that provides coverage, in the event of a covered loss, for any difference between the actual cash value and the unpaid principal balance due on a loan for a purchased vehicle or remaining amount due on a lease term
what is Loan/Lease Gap
My Coverage was "rolled up" due to not sending back the QAP rejection forms. If I send them in now, how far back will I be credited for the change?
Once coverage is rolled up, we will process the change back to the lower amount effective the date we receive the signed form.
Named insured wants to add a vehicle that will be solely owned by their child. What procedure do I pull up?
VEHICLES OWNED BY RESIDENT RELATIVES / INSURABLE INTEREST
Ask who is to be added to the policy, what is their name and Date of Birth. Do they live in the home? Are they going to be regularly driving the car? Are they licensed? When/what state did they get their DL? what is their DL number? Do they have their own insurance elsewhere? Marital status? Look for/ offer driver discounts available.
What are questions to ask when a caller wants to quote adding a driver to the policy./ Add driver. Business Center - Service > PROCEDURES > ISR > AUTO SPECIFIC > Drivers Page > Driver - Add / Change > DriverInputFields.htm
I received a letter stating you have invalid license information for my wife. How do we fix this?
Obtain license information• MVR is requiredIf MVR isActionOn-line State•Clean MVR:•Reinstate policy or withdraw termination in the system (Referral to UW is not required)•Process change transaction to update policy with information provided•Dirty MVR: Consult with RST - Escalation and proceed as directedBatch StateWarm transfer to RST - Escalation•Adverse Decision Letter (ADL):•Review USA / MIA notations to determine if ADL mail date is in the future•If customer's copy of the ADL has not yet been mailed, Assign Work to request withdrawal of notice Business Center - Service > PROCEDURES > ISR > Cancellation / Reinstatement / DNOC / TERM > Non-Renewal / DNOC / Conditional Renewal / Termination Inquiry
coverages protect our insured when they are involved in an accident and found to be legally obligated or responsible for payment of the damages (e.g. repair the other car struck in the accident, pay the medical bills of the pedestrian they hit). • Coverages include Bodily Injury (BI), Property Damage (PD), and Supplementary Payments such as bail bonds and loss of earnings (in most states).. : No deductible applies
What is Liability coverage
Where I can locate information on whether a QAP has been received or not. (3 answers)
What is the policy documents >policy set up, contact management and Imaging.
I accidently processed a change for 01/01/23 to add a car, but it should have been 01/21/23. How can I fix this?
Process delete vehicle for 01/01/23 to reverse your change, then process again for the correct date of 01/21/23. We only need to send to processing if we are blocked by the last eff date of change.
Licensed driver in the household- any age NOTwanting to be rated on the policy. Unlicensed over 19; turned in Drivers license due to age/disability. "They are never going to drive my car, why do they need to be listed?" Which procedure do I need?
What is Rate or Exclude driver procedure. -
Business Center - Service > PROCEDURES > STATE SPECIFIC - RETAIL > MULTI-STATE > ExcludedDriver-QuantumAuto20-Service.htm
Document link:
I received a letter stating you are non-renewing my policy because of my driving record. Can you reinstate it for me? Why or why not? What can you do?
No. The policy no longer meets the underwriting requirements we have filed with your state as to what policies are eligible. What i can do is provide you with some local agents who can help you get coverage elsewhere until you qualify thru Travelers again.
provides coverage, by endorsement, for the expense of renting a substitute auto, or other transportation expenses, while the insured's covered auto is disabled by a collision or comprehensive loss covered under the policy.
ETE (extended transportation expense) aka Rental Reimbursement
Do I need a signed state specific form on hand before I change a Tort option to Limited Tort on a PA Auto policy?
Yes- Section 2:
Tort Option SelectionTort Can BeForm Required to ProcessLimitedYes Business Center - Service > PROCEDURES > ISR > QAP / State Forms Servicing > Coverage Requirement And QAP Coverage Roll-Up Procedure > CRPennsylvania.htm
"I need to remove my Ex-wife from my policy?" Which procedure do I need to pull up?
DIVORCE / SEPARATION SITUATIONS
My 20 year old is going away to college without a car over 100 miles away from home can I remove him from my policy?
What is no. As the Child's permanent residence is still the parents home (college dorms are temporary residences) they must remain on the policy as a rated driver. We do offer the "away at school" rate when they are over 100 miles away from home WITHOUT a car. Or they can exclude the driver if its a rate or exclude state
"I received a letter stating you are cancelling my policy because you didn't receive a form and my quote acceptance package?" what procedure should ISR follow?
Non-renewed due to failure to respond to correspondence:•NJ - Page 6 of the Coverage Selection Form (CSF) not received: Quote Acceptance Package (QAP) Inquiry / Call Assistance, New Jersey Special Instructions•TX - Signed Proxy not received: Quote Acceptance Package (QAP) Inquiry / Call Assistance, Texas Special Instructions•For exception requests: Consult with underwriting