AUTO
"My car is making some weird sounds and seems to having issues. Does insurance cover that?"
Explain that their insurance covers sudden, direct, and accidental damage. This does not include mechanical damage or wear/tear on their vehicle.
Possibly offer some shops in the area?
Customer wants to change their due date. You look at billing account and see that their due date is the 28th. They want to change it to the 3rd of the month. How would you discuss this and advise?
Changing a billing due date from the end of month to beginning of month will result in possible double bill. Account won't rebill in time for new due date until following month, so just provide expectations and let them make their decision.
Customer calls in saying a pipe froze and burst in their home. There's water damage on their main floor and basement. Is this covered? What is your advice for the customer?
This is a covered loss.
They need to mitigate any further damage - call restoration company to dry up water, prevent any mold from growing. Get estimate for damages/repairs. Help them file claim.
"There's a crack in my windshield! How do I get that fixed? Is it covered?"
Review policy for comprehensive coverage.
Windshield repairs are not subject to deductible (if crack is under a few inches and can be patched).
Windshield replacement subject to deductible. If deductible is $0, proceed with filing glass claim for customer via LYNX. If deductilbe higher than that, advise getting estimate for windshield replacement.
You can reach out to our local glass vendors to inquire about pricing or refer them to those glass vendors.
Homeowner's policy was written September 2, 2024. The customer calls in wondering why they're receiving a bill from SF for $82. What could this be from?
What is Mine subsidence?
Check if waiver form was received. There should hopefully be notes about this. Since new business, can send to salesman to discuss with customer.
"Why is my bill higher? It says a discount was removed? Why and how did that happen?!"
Review billing. Let them know DSS requires enrollment (ordering beacon) and setup (connecting beacon to phone). If these steps are not completed, the discount is removed after 30 days.
MD - Beacon automatically sent out, so they just need to complete setup. If this is not completed within 30 days, discount is removed.
Offer to re-add discount, but explain we are unable to remove charges for discount being removed.
AUTO CLAIM - Customer's vehicle has been determined a total loss. They have discussed the process with claims and understand that they will be paid the value of the vehicle. They do not agree with the amount SF is offering. How do you proceed?
Let them know SF uses their resources to determine the value of their vehicle. If they disagree, they can obtain an appraisal (out of pocket for them) to negotiate their payout.
Transfer to claims to discuss this process.
"My neighbor's tree fell over during a recent storm and damaged my shed and fence! Shouldn't they be responsible for the damages? How do I go about this?"
Express empathy for their situation, as always. Explain that damages to their property would need to be claimed on their homeowner's policy. The neighbor does not insure our insured's property, so any damage to said property would be claimed on their policy.
Advise getting estimates for repairs prior to filing claim.
"My bill is like double what it was the last time I paid! What's going on? You've gotta fix this!"
Where do you start? Explain your steps in researching and explaining to the customer.
Open SF Billing account/SFPP
Review renewal schedule. Premium change could be due to recent renewal.
Most often with SF Billing, double bill is due to previous month being paid late. If paid 19 days or less before next due date, SF Billing will not generate bill for that following month... resulting in double bill for the next month.
Homeowner's claim - "I'm still waiting for claims to send me my final payment. What do I have to do to get that?"
Homeowner's policies that are insured for full replacement cost receive Replacement Cost Benefits AFTER the work is completed.
Ask if the work has been completed, if contractor has sent in proof of that. You can review the Summary of Loss to let them know how much they are receiving, if they want to know. Send to claims representative to discuss.
"I would like to cancel my Whole Life policy. It's just too expensive and I don't think it's really necessary to have."
What are some questions you could ask to help the customer re-think? How would you proceed?
Would your family be able to pay final expenses/be able to survive without the money from this life policy if something happened to you?
These policies build cash value, which can be helpful in many ways! Helps show you have assets, can be used in time of need, etc.
"I installed solar panels on my roof. Is that automatically covered on my homeowner's, or do I need to have some separate coverage?"
Review dwelling limit with customer. Solar panels (attached to home) would be covered under this limit. If they feel their limits need to be increased, re-run their Estimated Replacement Cost tool and see what would be recommended.
Quote that premium change in NECHO/FRQ and discuss with customer.