Customer authentication/verification
When should we standard verify a customer?
- It is used to ensure you are viewing the correct customer account before moving forward.
- It is required on every call where you have a need to pull up a customer's account page in ECRM
Customer is a current driver on another policy. They are looking to get insurance on their own vehicle, with just them as the named insured. Does DNS need to be read?
Yes
Specialist is super excited and ready to bind policy. what is the next step?
Did you say pretty please??
Ask for permission to take payment, Authorize payment and read privacy policy.
Specialist takes great, much needed notes in the call tracker including PH name and DOB to send to the AO. Is this considered SPI?
You should only be using the ECRM notepad...BUT
Anything NPI/SPI is COMPLIANCE.... even inside ECRM SCRATCH PAD
If the hold time for ret 2 is long, what is best practice?
Offer a choice transfer (PRO101784)
When do we authenticate a customer?
We authenticate a customer if they ALREADY have an active/current policy with SF.
A NY customer was transferred from Ret II and was quoted and bound by a specialist in ACQ. What disclosures should have been read during this transaction? (In order)
-DNS
-Consumer Notification for NY (Bc call was transferred)
-Privacy Policy
-NY 194 disclosure
What specific discount do we need to gain consent for?
DSS
"Do you consent to enroll in Drive Safe & Save Mobile? We will mail you the full consent, and you can discontinue at any time if you are not agreeable to the terms."
Can Specialists listen to their own recorded calls in a 1-1 capacity with leadership or individually?
Ohh Yea!!
Does SF provide auto insurance in Mexico?
Specific coverages apply in Mexico but only for accidents and losses occurring in Mexico within 50 miles of the U.S. border.
Each state has their own specific coverage's.
How many attempts are allowed for escalated verification?
No more than two attempts to answer a question are allowed
When should DNS be read?
If the call is warm transferred and it was not verified that it was read or head through the IVR.
Can specialists verbally say customers email to them?
No, you must have customer confirm email
Its ok to say the last 4 digits of the credit card number right?
Can we quote stand alone motorcycles?
yes
John Smith
235-86 Liberty Street
12/12/2012
Has he been fully verified?
The customer was not properly verified by address.
He only gave house number and street. Full address is required. A typical address will include a street address, city, state, and ZIP code. It may also include an apartment building, unit, or floor number.(PRO101940)
A husband calls to make a payment on a policy, and you help him complete the transaction. Next, he hands the phone to his wife so she can make a payment on her separate policy.
You must read the M&R to the wife before you can assist her with her transaction. (KA100153)
A disclosure was read unnecessarily but also inaccurately. Would this be considered a compliance exception?
It WOULD NOT be considered a compliance issue. Those instances will be seen as a conversation/coaching opportunity
Associate asked, "Are you still at...." where she proceeded to read the address on file to the caller.
What is the appropriate process?
What compliance exception was made?
The appropriate process would involve asking the caller to provide their address.
SPI/NPI disclose verbally
What two states do you need to have 6 month continuous insurance to bind policy?
CT and MI
You received a warm transfer from retention. What would need to be confirmed?
We either must confirm that they have already successfully completed standard verification and get their alias for reference or complete standard verification ourselves once taking over the call. (PRO101940)
No (KA100153 )
It is not a compliance exception if you do not give a dec letter to required state while on a call?
False!
A written declination letter must be provided to the customer.
Give an 3 examples of SPI, NPI or PI PHI
If you're not sure if you should handle a transaction, what tool should you use?
Use call routing tool