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Policyholder Jack Vincennes called on Saturday and spoke to ECC Specialist Lynn Bracken. Jack claims that Lynn was rude and had a disrespectful tone during the interaction.
Lack of Sympathy or Empathy > Rude Specialist
There may be a desire to trend for tone, but tone is subjective and should be left to the Supervisor to interpret and coach, if necessary.
PH Complaint follow-up notes:
"I called the policyholder on Tuesday at 2 PM and got their voicemail. I left a message apologizing for their experience and left my number and asked them to call me back."
Close in ECFT.
In 2010, State Farm signed a contract to become the official insurance sponsor of what organization?
The National Basketball Association (NBA).
Error: The specialist left a Case Log when they should have left a Case Task.
State Farm Answers PRO200765: Agent Follow-Up - ECRM Activities
State Farm Agent Carmine Lorenzo has reported that his policyholder, Al Powell, called ECC Retention on Wednesday and spoke to ECC Specialist John McClane. Carmine claims that John wrote Al's added vehicle application with invalid selections of Comprehensive, Car Rental, and Uninsured Motorist.
Coverages - Auto > Coll/Comp/Comp with Glass/Other than Comp
Coverages - Auto > Car Rental and Travel Expenses
Coverages - Auto > Uninsured/Underinsured/Unknown Motorist
There may be a desire to trend the complaint under Workflow - Procedure > Coverage Conversation. Keep in mind that coverage error allegations need to be trended individually and that coverage conversation errors are almost exclusively discovered but can occur in addition to multiple individual coverage errors.
AOBOPH Complaint follow-up notes:
"I spoke to the agent on Tuesday morning. I apologized for the errors my specialist made and she thanked me for my call. The agent did not request any further action from ECC Leadership."
Reopen due to lack of directive concerning the customer follow-up.
For the first time since 1957, State Farm did what in 2012?
Introduced a new logo.
Error: The specialist hangs up on a caller because they make a bomb threat.
State Farm Answers PRO202306: Caller or Chatter Makes a Bomb Threat
State Farm Agent Mick Haller has alleged that ECC Retention Specialist Louis Roulet incorrectly informed policyholder Maggie McPherson that her auto policy included Car Rental reimbursement.
Coverages - Auto > Car Rental and Travel Expenses
Remember that we want to trend under the specific coverage or workflow whenever possible. Provided incorrect or incomplete information has been a popular trend for complaints like this one but should really only be used when there is no specific trend under which the allegation fits. Verbal error allegations can and should be placed under the specific coverage, discount, workflow, etc.
PH Complaint follow-up notes:
"I called the customer's listed number at 7 AM and again at 730 AM on Monday and got no response. I had no option to leave a voicemail."
Reopen due to lack of intentionality in follow-up attempts. The attempts are too close together and not during optimal daytime hours.
In 1960, State Farm opened its first ever drive-in Claim Service Center in what city?
Phoenix, AZ.
Error: The ECC Specialist erroneously referred a Polish speaking customer to their agent to complete a vehicle replacement.
State Farm Answers PRO202465: TransPerfect Interpretation Assistance
State Farm Agent Nina Romina has reported that her policyholder, Joe Loder, called ECC Retention on Friday and spoke to ECC Specialist Louis Bloom. Nina has alleged that Louis wrote an added vehicle application as a snowbird policy when a state-to-state application should have been completed.
Workflow - Procedure > Incorrect Workflow > (FF) Erroneously completed snowbird instead of S2S
PH Complaint follow-up notes:
"I spoke to the policyholder on Monday at 415 PM. I apologized for their experience, and they thanked me for my call. They asked about reimbursement for the tow for which they paid. I am waiting for Director approval for the reimbursement, at which time I will call the policyholder back."
Close in ECFT - for service level reasons, we want to close the record as soon as we have adequate follow-up documentation. The eFIT and ECFT records can be updated once the additional follow-up is made and documented.
In what year did State Farm first start doing business in Canada?
1938
Error: A specialist transferred a customer to Escalation to file a complaint against Agero while waiting on scene for a tow.
Policyholder Grace Dover has alleged that ECC Specialist Nancy Birch added Keller Dover as a driver to her policy without her knowledge or consent. Nancy does not know anyone named Keller Dover.
Potential Compliance Defect > Unauthorized account or policy changes/incorrect customer or profile
AOBOPH Complaint follow-up notes:
I called to speak to the agent on Wednesday at 1 PM, but he was not available. The team member to whom I spoke asked me to call back on Thursday at 2 PM. The team member didn't think the agent wanted me to follow-up with the customer."
Reopen due to:
- Not speaking to the actual submitter
- Not getting a commitment from the team member that they would share my message with the agent
- Not getting a firm directive for customer follow-up
In 1954, State Farm initiated its very first television sponsorship by sponsoring what show?
Red Barber's Corner.
Error: A specialist bound a renters policy for a customer who wanted Dog liability insurance included.
State Farm Answers KA203857: Dog Liability Insurance Queries