Customer Service
Give an example of making a connection at the beginning of the call, when a customer has just purchased a new vehicle.
Good Morning Joe, congratulations on your new vehicle! I am happy to help you add it to your policy!
Do we insure shipping containers as homes?
No
Show empathy: I need to remove my husband from our policy. He passed away last month.
Good morning Helen, I am so sorry for your loss. Let me help update your policies for you.
The qualifications that make a motorhome eligible for the auto policy
-35 feet or less
-value of $250,000 or less
-Not a "full timer" RV
Explain the initial discount for my driving discount
WA: Initial discount of 5% during the 91 day experience period.
OR: Initial discount of 10% during the 91 day experience period.
Give an example of making a connection at the end of the call, when a customer just added their young driver to the policy.
Thank you for trusting us with your insurance for the past XX years, congratulations again on Timmy getting his license. Have a great weekend!!
When you replace a named insured on a policy (and it causes an increase in premium) what are some additional steps that you need to take to update billing?
1- Complete a premium service request form to write off the added premium.
2-Update the payor in Exceed
Show Empathy: I am upset that my premium just keeps increasing. It has almost doubled in the last 2 years.
I understand your concern and I am happy to review your policy with you to see if I can help with your premium.
The requirements that make a Golf Cart eligible for the auto policy
-must have 4 wheels
-Not be homemade
-only used on roadways where golf carts are permitted or the insd's property.
What are the requirements for GSD (Good Student Discount)
-Full time high school or college student.
-3.0 GPA or higher
-Qualifying grades emailed to GSD@pemco.com within 30 days of adding the discount.
Give an example of making a connection at the beginning of the call, when a customer is calling in to change their address due to a move.
Congratulations on your new home, I hope you are enjoying it! I am happy to update your policies for you.
Watercraft are covered under the HO9 if the following conditions are met:
1- being stored
2-Sailing vessel less than 26 feet in length
3- engine less than 50 HP
Show Empathy: I am moving next week and would like to update my address on my auto policy.
Congratulations on your move? What is your new address?
Discuss any premium change that the address change may have caused.
Offer a quote on their new home / renters if they are renting.
At end of the conversation: I hope you enjoy your new home!
The requirements for a travel trailer to be eligible for the auto policy
-Designed to be pulled by private passenger vehicle
-35 feet or less in length
-valued at $250,000 or less
Insd lives in Tacoma and wants to add the away at school discount for his daughter who attends UW and doesn't have a vehicle with her. Does she qualify? Why or why not.
No. The University must be at least 75 miles away from the insd's home
Give an example of making a connection at the end of the call when a customer just added a new travel trailer.
Congratulations again on your new trailer, I hope you make some fun memories this summer!
How much coverage is there for personal property belonging to someone else under the HO9 contract, if the property is damaged by our insured?
$1000
Show Empathy: I called in last month and added my new car. I was not expecting my premium to practically double.
I understand your concern. The cost to insure the new vehicle is higher than the older vehicle that you removed from the policy. Rates are determined by many factors including the vin# (which gives vehicle specific information) usage & deductibles. Would you like to review deductible options with me?
The qualifications for a livestock trailer to qualify for the auto policy
-Cost new can't exceed $50,000
-Designed to carry 4 animals or less.
-No living quarters
-Not used for commercial use.
How many years does a vehicle qualify for the "New Vehicle" discount?
Vehicles newer than 5 model years from the policy effective date qualify for the discount.
Give an example of making a connection with a customer calling in to review their billing.
I understand how the documents can seem confusing, let me take a look at the current billing and help by explaining it to you.
Mrs insd (was a retired teacher) has passed away and you removed her from the policy. Will the educator discount stay on the policy?
No, when you remove her there will be an increase in premium. Submit a premium service request form to write off the increase on the current term (and the renewal, if it has already been released).
Show Empathy: I just received a letter that says that you are going to cancel my policy if I don't pay by next Friday. I have been a customer for 30 years and think this threatening letter is un-necessary.
You have been with us for a very long time. Thank you for trusting us for 30 years! I understand your concern. The notice you received is a reminder that we have not yet received your payment. Would you like me to assist you with processing your payment over the phone today?
The requirements to add premier extended replacement on a home policy
-Homes built in 1930 or newer
-Cov A and B must be at 100% of the replacement cost.
-New valuator completed within the last 12 months.
If an insd calls in to cancel their homeowners policy, because they sold their home and are now living with relatives. Which discount(s) needs to be removed from the auto policy?
1- Home plus auto discount
2- Homeowner discount