Compliance Rewind!!

Compliance 1

100

When Should the Consumer Notification Disclosure be read to a customer?

- If a customer (new or existing) requests a quote for a different state

-In the case of a warm transfer from another department or within CCC, read the appropriate disclosure before providing the customer a quote  

Article:PRO200845 

200

If Acquisition specialists receives a warm transfer call, will hey have to read Do Not Share word track to customers?

Yes!

• If Acquisition specialists receive a warm transfer call they must read the Do Not Share word track to customers.  The recorded message is only heard by customers when automatically connected with an Acquisition specialist.  Warm transfers can occur from Retention I or Retention II, but may also originate in another department or third party.

Article:KA203855 

 

300

Before taking payment, specialist must ask customer if they would like to proceed with their purchase and receive "What" in the mail, on SF.com or email?

Notice of Privacy

Article: KA203855 

400

When is the NY Regulation 194 disclosure read?

At (or prior to) the start of a new application for a NY customer. 

Article: KA203840 

500

Samantha was gathering the customers information in the ECRM Scratchpad. The information consisted of 

- Name

-DOB

-Address

Is this acceptable?

Do not place NPI or SPI into free-form electronic mediums such as email or scratch pad. Do not repeat SPI and NPI data back to customers 

SPI: A DOB combined with a name in a specific state 

Article: KA203848 

Compliance 2

100

John called in bc his wife Vicky received an auto quote yesterday, but never received the quote via email. Can the specialist email John the quote since he is Vicky's spouse?

No!! If John is not also a named insured on the quote, Vicky will have to call to request the email. 

Important: Do not make exceptions for spouses or other third parties. Refer to the agent. 

Article:KA203919 

200

Does the Consumer Notification Disclosure apply to transfers between R2 and ACQ?

No

Article:PRO200845 

300

When does M&R need to be read and in what timeframe?

At the first opportunity, (within 30 seconds if possible), you must read the new disclaimer whenever a third party joins any call

Article: KA202559 

400

Judy bound policy and read Privacy Policy and DSS disclosure. She took payment and verified the customers email before sending documents. What is the one thing she forgot to do?

Authorize payment. The specialist did not ask the customer permission to process the payment. 

Article: RPRO200047 

500

When a ACQ specialist gets a call from a third party vendor, what disclosures should be read?

-M&R

-DNS

-Consumer Notification Disclosure