AUX MODES
What is aux 1?
True or False, we can set up a tow for a heavy equipment vehicle such as a dump truck.
What is False.
Name at least 5 examples of someone who is considered an uninvolved party.
What is,
Referral hub pops and we read RH verbatim, and the customer says they need to speak with their spouse first; how would we proceed?
What is, follow undecided option for possible PEG or Drive in handling.
Who is the CEO of Progressive?
Tricia Griffith
What is, under 1%?
What two coverages does a policy need to have to set up a tow under immediate needs process?
What is comp and collision?
True or False, we can provide Claim number, claim rep info, Facts of loss, Date of loss, and advise if claim exist or not for BOTH involved and uninvolved parties.
True! Per Scope of authority guidelines in procedures, we can provide Claim number, claim rep info, Facts of loss, Date of loss, and advise if claim exist or not for BOTH involved and uninvolved parties once they have been verified/validated.
What two companies can we ask to assist us with setting a tow for our insured?
Network shop and Agero.
What are Progressive's core values?
Integrity
We revere honesty. We adhere to high ethical standards, provide timely, accurate and complete financial reporting, encourage disclosing bad news and welcome disagreement.
Golden Rule
We respect all people, value the differences among them and deal with them in the way we want to be dealt with. This requires us to know ourselves and to try to understand others.
Objectives
We strive to communicate clearly Progressive’s ambitious objectives and our people’s personal and team objectives. We evaluate performance against all these objectives.
Excellence
We strive constantly to improve in order to meet and exceed the highest expectations of our customers, agents, shareholders and people. We teach and encourage our people to improve performance and to reduce the costs of what they do for customers. We base their rewards on results and promotion on ability.
Profit
We seek to earn a profit by offering consumers products and services they want. Profit is how the free-enterprise system motivates investment and rewards companies that consistently create value.
What is aux 6 used for?
What is,
Use for scheduled activity in scheduling system:
Name 4 CVQ's that would disqualify a policy from getting immediate needs
What is,
Driver Of Vehicle Is Excluded
Insureds Address Does Not Match Policy Info (Verify CVQ level)
Loss Occurred While Policy Not "In Force" Status
Loss State Does Not Match Policy State (Verify CVQ level)
No Policy Info Found
Outside Premium Finance (OPF) Policy
Policy Reinstatement Requires SONL Investigation
Recent Lapse in Policy
Unlisted Driver (Verify CVQ Level)
Wendy Williams from State Farm calls in on an existing loss asking for our liability decision. Can we advise her of liability?
What is, no, per scope procedures we cannot advise uninvolved parties of liability. what we can provide is
When does a weather claim qualify for Referral Hub?
What is, when there is a red cat banner?
What is the big bonus at the end of the year called?
GAINSHARE!!!
When should you go into aux 8?
What is, Use for system issues / calling IT.
Travis Scott is calling in because he was rearended by a Progressive insured. In this scenario he is the claimant. Travis is requesting a tow ASAP, but the adjuster has not been assigned, and the org is closed. Per immediate needs, can we assist him with a tow?
What is, immediate needs only apply to the insured.
Claimant Carrier calls in to file a claim but none of the information they are giving is pulling up a policy or does not match what we have in the system. What do you do?
What is,
Do not set up a new loss when the caller is unable to provide enough information to identify a Progressive policy. Provide caller with the following information:
RH pops for our insured and caller advises they think their vehicle might be a total loss. What do we do?
What is, advise inspection will be needed either way and proceed with reading RH verbatim.
What is EAP and what does it stand for?
The Employee Assistance Program (EAP), is a program that offer free support with licensed mental health professionals. Our employment affords us 6 free counseling sessions with any licensed counseling professional. These services are also available to people in your home and your adult children ages 18-26 even if they don’t live with you.
If you are a medical plan member:
-888.682.0055
-Use mycigna app: Register/log in-> coverage -> Employee Assistance Program
True or False, Wrap up Time is used for documentation.
False! We only use wrap up for documentation if the caller d/c unexpectedly.
John Smiths car caught on fire this morning and he is calling on an existing loss. He has rental coverage and requesting a rental car. No adjuster has been assigned yet and the Org is closed. Can we assist with the rental car per immediate needs procedures?
What is fire, theft and wear/tear are disqualifiers per immediate needs procedures.
Name two pieces of information that we can use to verify a policy.
Verify one piece of information in the table below:
What do we do if an insured has a shop of choice, they want to use but we cannot find them in Referral Hub?
What is, follow procedures for Shop Not Found.
Name all 9 ERGs (Employee Resource Group) that Progressive offers.
What is
Progressive Lesbian, Gay, Bisexual, and Transgender plus Network (LGBT+),
Progressive's African American Network (PAAN),
Progressives Latin American Networking Association (PLANetA),
Military Network (MILNET),
Young Professionals Network (YP.Net),
Parent Connection,
Asian American Network (AANET),
Disability Awareness Network (DAWN),