Customer First/Self Service
What is this type of customer is this? I just brought a new truck to replace my Silverado. I'll need to swap them out and make sure the new truck has comprehensive and collision since I'm financing it.
Detail-oriented; they need precise, relevant details, especially related to the coverage on the new truck.
What system do we take incoming/make outbound calls?
Finesse
Customer: “My name is Officer Mike Kelly and I’m calling to verify insurance on someone I have pulled over.” What information would you need to complete verification?
Verify Officer’s name and Badge Number and Precinct
Verify Name of Insured
Verify Policy Number
When should we future date adding or deleting a vehicle?
If the policyholder is going to no longer have the vehicle as of a future date, or if the policyholder is going to be purchasing a vehicle in the future.
What are the MBI qualifications?
Answer: Purchased from dealer within the last 15 months, the customer is the first titled owner, it has odometer reading of 15,000 or less, carries Comprehensive and Collision
What type of customer is this?
I need to add a car?
Strength oriented; will need confidence and efficiency - excellent call control is a must
What system do we use to service policies?
Edge
Customer: “I’m with the Scott County Department of Motor Vehicles and I was calling to verify insurance.” What information would you need to complete verification?
Verify PH’s Name
Verify Policy Number
Verify Last 5 digits of VIN
A NY policyholder sold their car 2/20. They will be turning in their plates on 2/25. What date do you key into the “Date Sold” field?
Date after plates turned in = 2/26
What's the difference between the transaction date and the effective date?
The transaction date is the date the change was processed and the effective date is the date the change takes effect.
What are the Customer First principles?
Patient
Knowledgeable
Helpful
Communicate Clearly
Best Interest
Where would you go to update an Authorized User?
Account Preferences
What are four ways you can look up a policy?
Policy Number, SSN, Phone Number, Driver's License, Email and User ID
When do we add a vehicle effective the same day as the phone call?
When the customer is registering or taking possession that same day
When should you offer ERS and RR?
When a customer ask questions about physical damage coverage and they have Comprehensive and Collision but no ERS or RR
What must the Account Status be on the ADMIN page in order for you to be able to reset an online password?
Active
Who can request changes to the online password?
Name Insured or Co-Insured
The cost of the change from the effective date until renewal
What's the difference between a temporary substitute and a non-owned auto?
The temporary substitute is a vehicle used while the customer's vehicle is disabled. The non-owned auto is a vehicle used just for convenience such as going on vacation.
What should you check every morning before logging in to keep up with any updates sent out?
When a Licensed State message appears, what can a non-licensed agent do?
Answer: Billing questions , take payments, send proof of coverage
What could happen if you backdate a coverage change and the customer reports a claim?
We may have to pay the new coverage limits for an existing claim
If the customer rents a vehicle because his is being repaired from a mechanical failure, what coverage from the policy will typically extend to the rented vehicle?
The coverage of the disabled vehicle extends to the rental vehicle.