Verification
How do you standard verify a customer?
Full name + 2 of the following:
-Address (residential or mailing is acceptable)
-Mobile phone
-Home phone
-Date of birth
PRO200773
What disclosure must be printed and emailed to customers when adding a vehicle in the state of TX?
Texas Credit Disclosure form
KA203982
True or False:
We must ask permission to process a payment
True
How quickly must you read the monitoring and recording statement when an additional party joins the line?
Within 30 seconds
SFA - CCC - KA202559
Escalated Verification
After caller verifies one item from first and second list, what do you do next ?
Have caller verify on additional policy detail from table.
ex: coverage effective date, VIN, payment due date, amount of last payment, and more
How do you authenticate a customer?
- Verification code by phone or
- Verification code by email or
-PIN
PRO200562
Customer wants to know if a borrowed vehicle is covered, what do you tell them?
True or false
Hercules LOA displays 2, we must complete standard verification?
False
LOA 2 - this customer is already standard verified.
KA206316
What must you do before email customers?
Must have Customer confirm full email first
*do not provide hints
*you can read it back after they have confirmed
KA203919
How do you update a customers Do not Share Preference?
1.On the ECRM Accounts Details page, click edit
2. Locate Preferences
3. Select the Do not Share- USA
4. Save
PRO200850
What do you do if you are not able to verify with PIN or verification code? (non bank customer)
Escalated Verification:
PH must provide one item from each of the 3 lists
PRO200562
PRO200774
Existing customer requests an added vehicle quote, what disclosures do you read them?
Do not share & Consumer notification disclosure
PRO200845
True or False:
We can use Security questions and answers to authenticate a non-banking customer
False
This option is used to authenticate banking customers only
PRO200562 or PRO200963
After reviewing Drive Safe and Save and customer agrees to discount, what disclosure do we read ?
Do you consent to enroll in Drive Safe & Save Mobile? We will send you the full consent, and you can discontinue at any time if you are not agreeable to the terms.
*Not verbatim
PRO201093> Necho auto call flow with DSS
What disclosure do we read on an outbound call?
Call monitoring and recording disclaimer
KA202559
*Must be read verbatim including question
When doing escalated verification:
what are the 3 items you can use from the first list ?
-State Farm Policy Number
-State farm payment plan (SFPP) account number
-Claim number
PRO200774
Which state requires a disclosure be emailed/faxed to the customer prior to changing/quoting changes on liability/uninsured motorists coverage?
New Mexico
SFA - CCC - KA205574
True or False
We can read back customer's drivers license, social security, and credit card numbers
False
This is considered Sensitive Personal Information
KA203848
What number and what can a customer text to see if they are eligible for Drive Safe & Save?
Text SAVE to 42407 (or AHORRO in Spanish to 42407)
PRO201225
In the state of NJ, how many days does the customer have to complete a vehicle inspection before physical damage coverages are suspended?
7 days
AA> Applications-Workflow> Vehicle Inspection - New Jersey FAIR Act of 1990
When using escalated verification:
What are the 3 items listed in the second list?
-Last four of Drivers license number
-Last four digits of social security
-Date of Birth
PRO200774
What is the New York Regulation 194, and when do you read it ?
A disclosure read to NY customer at (or prior to) the start of a new application
KA203840
True or False:
A customer passes the phone to the dealership, the dealership representative provides you the VIN and passes the phone back to the customer. You must re-read the monitoring and recording statement to the initial caller again.
False
KA202559
Customer is renting a car for pleasure and wants to know if they are covered, what do we read them?
Read verbatim word track in PRO200668 "Generally, the coverages a customer has on their State Farm car policy extend to a rental vehicle. The coverage types and amounts, including the deductibles, remain the same."
Which 2 states require vehicle inspections?
New York & New Jersey
PRO200922 > workflows> vehicle inspection