Compliance 101
What pieces of information can be gathered to complete Standard Verification
First and Last Name
+ Two of the following:
Address
Phone Number
DOB
Third party calls you, and states: "I have John Doe on the line, one moment for a brief introduction"
Q: What disclosures should be read once the prospect is on the line
M&R, DNS, Consumer Notification
You are discussing the price of a quote with a customer when they tell you to email them the quote so they can look it over. ECRM had an email address prefilled, so you assume it must be correct, but do not verify before emailing them the quote.
Q: Is this compliance?
Yes. Specialist must confirm and verify the email address (gain consent) prior to sending. Confirming e-mail address helps to mitigate the number of misdirected emails
M&R Statement
This call may be recorded and/or monitored. The information provided may be used for quality assurance, training, record keeping, assessing your application, and to provide a quote and/or products and services to you. For more information, visit "www dot statefarm dot com slash privacy."
Customer calls in and all they are able to explain is they required interpreter services. You call over and successfully get an interpreter on the line.
Yes.
Read the disclaimer after the interpreter joins the call to translate the disclaimer.
What information can be in put into the ECRM scratch pad?
A: Name
B: VIN
C: Year/Make/Model
D:Financing Company
E: Mileage
F: Anything that is not SPI
Retention calls and states they have a customer on the back line without an ECRM page, and they want an auto quote. The specialist obtained information and starts rapid firing it off to you. This information includes full SSN, DOB, and DL#. To save time, and to not have to ask the customer for the same information again, you type it all in your scratch pad located in ECRM.
Q: Would this be a compliance exception?
Yes. SPI should never be taken down anywhere except the correct fields in ECRM/Applications.
You are at the payment screen ready to bind this policy for the customer. You get their credit card information from them and they ask "am I all set"? You click submit payment before asking for their permission.
Q: Is this a compliance exception?
Yes, you need to obtain permission to process a payment
Do Not Share and Notice of Privacy Policy word track
We value your privacy. When you apply for insurance or an account, we gather information about you. This information may include your driving record, claim history with other companies, and credit information.
We share this information within our State Farm family of companies so, for example, we do not have to ask you for the same information again.
If you prefer to limit sharing this information within our State Farm family of companies, please let the specialist know.
A parent calls on behalf of a child who requests a quote or needs proof of coverage. CCC guidelines require CCC to only discuss with the party to the business (insured), so they get their child on the line.
Yes. CCC must read the M&R disclosure to the child who needs the quote when they join the call.
What is the difference between a SOLID black line and a DASHED black line? (In SFA)
Solid Black- Verbatim
Dashed- Suggested
There is a lot of background noise on the call, and potentially a language barrier between you and the customer. They read you their driver's license number but you are not sure if you heard it correctly as the system is telling you to enter a valid driver's license number.
Q: What is the proper procedure?
Anything but reading it back in its entirety
When selecting coverage's with a customer for their policy in Pennsylvania. They opt to select Non-Stacking (U3). The system lets you know a selection/rejection form is required. You leave notes for the agents office to make sure this is sent out and returned without mentioning it.
Q: Is this a compliance exception?
Yes. Specialist need to discuss/send selection/rejection forms per state requirements.
Consumer Notification Disclosure for Auto and Fire (Majority of the States)
In order to determine your rate and eligibility, we may review your credit or loss history information. This may include the use of a third party to develop your credit-based insurance score. Do you have any additional questions
You are completing a quote for a customer. While obtaining the information to complete the quote, you hear someone else in the background answering your questions.
Q: Is M&R Required?
Yes. If someone else is active in the call at any point, we cannot confirm they were able to hear IVR. M&R should be read.
Customer states they are interested in drive safe and save. Does any further conversation need to be had about it or are we able to quote and bind off of that?
No. We need to make customers aware we have added it, and set proper expectations with DSS.
A customer calls in to ACQ, upon speaking with the customer you realize they need to be transferred to Retention 2. The customer has already provided you their updated card information to update their SFPP prior to the transfer. They have also given you their new email, address and phone number. To save time, you Skype all of the information to the retention specialist.
Q: Would this be a compliance exception?
Yes. Customer information including SPI should not be taken down anywhere except the correct fields in ECRM/Applications- Including sent over Skype.
The Texas Credit Disclosure form will not email to the customer. You make the decision to let the agents office send it since you are having tech issues and continue to bind the policy.
Q: Is this a compliance exception?
Yes, Texas regulation requires that the Texas Credit Disclosure Form be provided to the customer when completing an application.
New York 194 Disclosure
My role as insurance producer is to solicit applications, collect premiums, reinstate insurance, and assist customers.
I expect to receive compensation from State Farm based on the sale of insurance products. My compensation may vary depending on a number of factors, including quality, production, product mix, and growth targets. You may obtain information, upon request, about my compensation for the insurance products you purchase.
When making internal transfers to other State Farm® departments or when transferring the caller to the agent’s office.
No, M&R is not required.
When does Notice of Privacy Policy need to be read?
Before any payment is taken for a raw new customer’s first policy.
You are almost done with a 3 car bind. The customer states they are paying with a EFT. You are going through all of the questions and assume it is a personal account so you select personal without asking.
Q: Is this a compliance exception?
Yes. You need to ask if it is a personal or business account.
Potential customer calls in and currently lives in Illinois. They want to get an auto quote for their current address. After they hear the price, they then share they are moving to Vermont in a month, and want to know what their price would be in that state so you complete an additional quote for their Vermont address.
Q: Do you need to read any new disclosures prior to starting the new quote?
Yes. Consumer Notification for IL and VT are different. The caller is getting a quote for a different state, other than the one they called in through.
Consumer Notification Disclosure for Auto and Fire (New York)
In order to determine your rate and eligibility, we may review your credit or loss history information from LexisNexis. This may include the use of a third party to develop your credit-based insurance score. This information helps us predict the likelihood of future claims. Do you have any additional questions?
A dealership calls in and hands the phone to the customer because you inform them you need to speak with the person getting the quote.
Yes. M&R needs to be read to the customer once they are on the line.