Name the Feedback Source: Agent or AOBOPH?
Complaint description: Policyholder John Dutton told me (State Farm Agent Rip Wheeler) that ECC Retention Specialist Loyd Pierce encouraged him to change agents. Why would you encourage a policyholder that I have serviced for 40 years to change agents? That should never happen.
Source: Agent
The policyholder's voice is present because the agent only knew about the issue because of what they told them. However, the agent is the only aggrieved party. Therefore, this is an agent complaint only.
State Farm Agent Stuart Dunmeyer submitted an eFIT record on Monday, in which she alleged that ECC Retention Specialist Daniel Hillard completed an added vehicle application for policyholder Jonathan Lundy.
Stuart submitted a second eFIT record on Tuesday in which he alleged that Daniel also gave Jonathan the Accident Free Discount on his added vehicle application.
Combine - this is all one complaint. The second submission is intended to report an additional error within the original interaction.
Complaint: The specialist's notes state that an added vehicle was completed but the subject line states that a replacement was completed.
Research: The CFT OSS determines that the specialist selected the incorrect call tracker options, which generated the inaccurate subject line.
Double ding. The follow-up notes would not be inaccurate if the call tracker selections were correct. Therefore, the trended error should be incorrect call tracker entry, and the research should explain that the incorrect entry caused the inaccurate follow-up notes.
Complaint Description: State Farm Agent Shawn Spencer reported that ECC Retention Specialist Juliet O'Hara wrote policyholder Burton Guster's added vehicle application with invalid coverage selections for Comprehensive, Collision, and Car Rental.
Three:
- Comprehensive
- Collision
- Car Rental
Error: Retention Specialist John Keating failed to transfer policyholder Neil Perry to an Escalation specialist when Neil requested a Supervisor.
Customer Service > Incorrect or incomplete process > Complaint process > (FF) Failed to transfer a customer requesting a supervisor
This does not go under the "Did not contact Escalation Specialist" trend. Per the trending guide, "Did not contact ES" is used only when the specialist completes an out-of-scope transaction without ES approval or when they fail to contact ES for procedural assistance that would have helped them avoid an error. A customer requesting a supervisor is part of the complaint process.
Complaint description from State Farm Agent Jimmy Dugan: My policyholder, Dottie Hinson, told me that ECC Retention Specialist Kit Keller recommended transferring her policies to State Farm Agent Mae Mordabito because her office is closer. There should never be any reason for ECC to refer existing policyholders to new agents. Dottie now has requested that her policies be switched back to my office, which has caused her unnecessary frustration and a delay in processing her recent added vehicle.
AOBOPH: The added issue of the policyholder experiencing frustration and delays makes this an AOBOPH complaint.
Policyholder Harry Lockhart called escalation to report a less than satisfactory experience with ECC Retention Specialist Harlan Dexter.
State Farm Agent Harmony Faith Lane also submitted an eFIT record in which she alleged that Harlan left notes stating that he had suspended Harry's SFPP payment, which was not the case.
Separate - you cannot combine consumer and non-consumer feedback sources. This should be one PH complaint and one Agent complaint, with follow-up being completed with both parties.
Complaint: The specialist completed an added vehicle application when they should have completed a replacement.
Research: The CFT OSS confirmed the added vs replacement error and also finds that the specialist included the AFD on the added application.
Not a double ding. Two separate errors. Completing an added application did not cause the specialist to add the AFD. The specialist could have completed a replacement on a policy that did not qualify for the AFD and still erroneously added the AFD.
Complaint Description: Policyholder Fox Mulder has alleged that ECC Retention Specialist Walter Skinner refused to help him suspend his auto coverage, laughed at him when he asked him why he was being difficult, and ultimately hung up on him.
Three errors:
- Refusing to help
- Laughed at policyholder
- Hang Up
Error: Retention Specialist Frank Abagnale Jr. told policyholder Brenda Strong that State Farm Agent Carl Hanratty failed to submit the suspension Brenda requested.
Customer Service > Communication Style > Felt accused or integrity questioned > Blamed agent > (FF) Specialist said agent failed to submit suspension request.
This is not conduct detrimental to State Farm, but rather a more specific allegation of blaming the agent.
Complaint description from State Farm Agent Sam Rothstein: ECC Retention Specialist Nicky Santoro assigned a raw new lead to my office for prospect Ginger McKenna. Ginger lives in Florida and my office is in New York. I called Ginger today and she told me that she did not request a quote and was not interested at this time. Why did you assign this lead to me office?
Agent: The customer was not aware of any issue until the agent called them, and even after contact, there is no indication that the customer is aggrieved. This is only an agent complaining about being assigned a lead from a state in which they are not licensed.
State Farm Agent Neil McCauley submitted a complaint against ECC Retention Specialist Chris Shiherlis for leaving inadequate information regarding an interaction with policyholder Michael Cheritto.
State Farm Agent Team Member Donald Breedan submitted the same complaint in a separate eFIT record.
Combine into an agent complaint. Follow-up instructions should include something about how two team members submitted the same complaint and direction to confirm both submitters are aware of the resolution.
Error: An added vehicle application was submitted with the AFD for which it did not qualify.
Research: The CFT OSS determines that the policyholder does qualify for the GDD, which should have been applied in place of the AFD.
Double ding. The specialist erroneously applied the AFD in place of the GDD. Both discounts cannot be applied at the same time on one policy. Therefore, it is not two separate errors, in the same way that completing an added instead of a replacement is not two errors.
Complaint description from State Farm Agent Ted Striker: ECC Retention Specialist Roger Murdock assisted my policyholder, Rex Kramer, on Friday night. Roger sent me a follow-up note asking that I call Rex about his recent billing increase. I spoke to Rex today and explained the billing increase and he was satisfied with my explanation.
None:
- This is simply a response to a Task left for their office. Close it as OIE.
Error: State Farm Agent Robert Paulsen has alleged that ECC Retention Specialist Marla Singer told policyholder Tyler Durden that Robert intentionally withholds discounts from customers he does not like.
Customer Service > Communication Style > Felt accused or integrity questioned > Conduct detrimental to SF/Agent
This is not blamed agent because it is not a specific allegation of the agent failing to complete a customer request, but rather a broad statement about the agent's mistreatment of multiple customers. This allegation also negatively portrays State Farm as a company that allows agents to manipulate premium based on personal bias.
Complaint description from State Farm Agent Walter Sobchak: My policyholder, Jeffrey Lebowski, spoke to ECC Retention Specialist Donny Kerabatsos last Friday to add a vehicle. Donny submitted a payment with no application. Neither Underwriting nor my office can locate the application. Jeffrey now has a DMV suspension for failure to have insurance on a registered vehicle. Please explain to me what happened and how you plan on fixing this mess.
AOBOPH: The agent would not know about the DMV suspension without the policyholder telling them, which makes the customer the voice of the complaint and the aggrieved party.
Policyholders Ed and Lorraine Warren called Escalation to complain about ECC Retention Specialist Roger Perron. They alleged that Roger cancelled the wrong vehicle when they called last Saturday.
State Farm Agent Peggy Hodgson submitted an eFIT record in which she reported that the Warrens were alleging that Roger cancelled the wrong vehicle.
Combine as a policyholder complaint with follow-up directed to both the policyholders and the agent. These are both consumer sources (PH and AOBOPH) with the PH complaint taking priority over the AOBOPH, but the need for follow-up with parties still present.
Error: The specialist failed to revise the existing added driver transaction to correct the driver's license number.
Research: The CFT OSS confirms that the specialist did create a new transaction instead of revising the existing transaction. They also find that the specialist misspelled the driver's last name in the new transaction.
Not a double ding. These are two separate errors. While revising the pended content would make it less likely that the name was spelled incorrectly (since it was already entered in the PT) the specialist creating a new transaction did not cause them to spell the name wrong.
Complaint Description: State Farm Agent Thad Castle alleged that ECC Retention Specialist Alex Moran wrote policyholder Sammy Cacciatore's added vehicle application with invalid coverage selections of Collision and Car Rental Coverage. Underwriting had to replace those coverages with valid selections, which caused the premium to increase. Sammy told Thad that Alex did not discuss a single coverage with him during the call.
Three:
- Collision
- Car Rental
- Coverage Conversation
Error: Retention Specialist Nicholas Angel incorrectly informed policyholder Danny Butterman that the two months down payment Nicholas collected for Danny's added vehicle meant that he did not need to pay any premium the following month.
Quote & Bind > Process or Procedure > Workflow - Added Vehicle > Down Payment > (FF) Incorrectly informed customer that two months down payment meant they did not need to pay next month
This does not go under Billing & Payments because it is part of the added vehicle application process. Payment/Premium Details is for situations in which the customer is requesting a bill/payment or premium breakdown not related to a specific transaction.
Complaint description from State Farm Agent Nancy Thompson: My policyholder, Glen Lantz, called to insure a replacement vehicle, which ECC Retention Specialist Fred Krueger claims to have completed. Glen called ECC Retention the following day requesting proof of insurance and ECC Retention Specialist Tina Gray claimed to not be able to find the application in NECHO. There is no application because this is a replacement. Tina provided my office with almost no information, so I had to call Glen to get all the information he already provided. Policyholders should be able to call once and get everything they need.
Agent: There is no customer voice in this complaint. Yes, they are an aggrieved party, but only the agent's voice is present in the complaint description, which is focused on the specialists failing to complete an in-scope transaction, provide POI, and send their office enough information to complete next steps. Everything in the complaint description could be obtained from follow-up notes without involving the policyholder.
State Farm Agent Matilda Jeffries submits an eFIT record in which she alleges that ECC Retention Specialist Maury Ballstein suspended mandatory coverage for policyholder JP Prewitt. She states that JP called her office upset about a DMV fine and license suspension.
Matilda emails the CCC Feedback box the following day and asks for an update on the complaint, stating that JP has not heard back from anyone at State Farm.
Combined into one AOBOPH complaint. The email is simply a follow-up to check the status of the original complaint. Both are from the agent, therefore making AOBOPH the correct feedback source.
Error: The specialist submitted a cash payment, which has now caused an imbalance in the agent's budget books.
Research: The CFT OSS confirms the reported error and determines that the specialist also entered a fabricated receipt number for the cash payment.
Not a double ding. These are two separate errors. While it is true that the need to manually enter a receipt number was due to the specialist erroneously entering the payment as cash, they still had the opportunity not to enter a fabricated receipt number. The specialist could have left the field blank, entered NA, etc.
Complaint description from State Farm Agent Ty Webb: I had to provide the policyholder, Al Czervik, with an ID Card because ECC Retention Specialist Danny Noonan failed to do so. I'm upset that when I emailed Danny's boss, Carl Speckler, he never responded. In addition to providing ID cards, I basically to rewrite the entire application because of the following errors:
- No assigned driver
- Medical Payments did not match current vehicle
- R coverage and ERS were not included
- MLD was left off
- The wrong Anti-Theft Device discount was selected
- DSS was included without Al's knowledge or consent
- The vehicle inspection should have been waived
- Inspection photos are not necessary
Nine:
- Did not provide ID cards
- No assigned driver
- Med pay did not match HH
- R excluded
- ERS excluded
- MLD excluded
- Incorrect ATDD
- DSS added without consent
- Vehicle inspection marked required
The failure of management to call the agent is a complaint against leadership, which cannot be stored in eFIT. Therefore, it does not count as a reported error for the sake of trending and reporting. The one bullet point for R and ERS contains two errors while the two bullet points for the vehicle inspection are only one error.
Error: Retention Specialist Tugg Speedman requested that State Farm Agent Jeff Portnoy provide policyholder Kirk Lazarus with a paper receipt for a payment that Tugg collected.
Billing & Payments > Problem when making payments > Problem during the payment process > Receipt/Confirmation > (FF) Specialist incorrectly referred customer to agent for payment receipt.
This should not be trended under agent scope statements because it is specific to the payment receipt process. The trending guide also states it should be trended under the receipt/confirmation OR1.