What's the Procedure
Existing auto customer for PA would like to change their residence address to a CO address
Transfer to CST
Current document:
Business Center - Service > PROCEDURES > ISR > Redirecting A Call > Coverage Specialist - Customer Referral Chart
Tree falls on customer's car
Comprehensive
This discount is normally for drivers over the age of 55 who take an accident prevention course, however some states do not have an age limit
Defensive Driver
"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
"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.
Customer would like to cancel their auto policy because they placed insurance elsewhere effective 04/22/22 and forgot to notify us
Send LPR for insured to sign along with proof of new insurance
Current document:
Business Center - Service > PROCEDURES > ISR > Cancellation / Reinstatement / DNOC / TERM > Cancellation Request > WrittenCancellationRequired.htm
Customer hits a tree
Collision
What is the age limit for good student discount? (Not looking at any state specifics)
Credit remains on policy until driver reaches age 25
Current document:
Business Center - Service > PROCEDURES > ISR > Credits and Discounts / Rating Variables
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)
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
Customer wants to remove their 18 year old son from the policy because he is no longer living in the household
Request verification of other insurance, if not available insured can send in a request to delete operator
Current document:
Business Center - Service > PROCEDURES > ISR > AUTO SPECIFIC > Drivers Page > Driver - Delete > Change-DeleteOperator-OtherThanExclude.htm
provides coverage, by endorsement, for the expense of renting a substitute auto, or other transportatGlass under comprehensive coverageion expenses, while the insured's covered auto is disabled by a collision or comprehensive loss covered under the policy.
ETE (Extended Transportation Expenses)
In GA, what are the age requirements for the driver training discount?
Licensed at 16 years of age
Current document:
Business Center - Service > PROCEDURES > ISR > Credits and Discounts / Rating Variables
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.
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
On a single car policy, the insured and their spouse are separating and the spouse has been out of the household less than 90 days and they want to remove the spouse.
Attempt to reach the other spouse by phone • If unable to reach by phone, ask for an address for the spouse to be removed and send Name Removal Request (PL-11254) • If above options are not feasible, advise: • Driver must remain on policy as rated driver, or • Other spouse must call in to have themselves removed, or • They can submit a copy of the declarations page for the spouse Current document:
Business Center - Service > PROCEDURES > ISR > Divorce / Separation Situations
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 (Replacement Collision Coverage in non-QA2)
What are the eligibility requirements for the Digital Auto (DAD) Discount?
Enrolled in paperless, registered for mytravelers, and enrolled in intellidrive
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 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.
Customer calling in saying their spouse has passed away and would like to remove them
Verification not required, update named insured field and driver information including marital status, but it is okay to wait until renewal if causes an increase.
Current document:
Business Center - Service > PROCEDURES > ISR > Divorce / Separation Situations
Customer is hit and the other person drives off
Uninsured Motorist
How many days max can the digital auto discount be added back after the issuance date?
81
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 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