Cans & Cants
As an AEA 1, I can advise the member of there coverage how?
by sending them there Dec page or advise them I can transfer them to a licensed agent who will be happy to review there coverage with them.
What are the 5 gears of the 4 speed fundamentals
1. Ready
2. Welcome
3. Advise
4. Resolve
5. Appreciate
what is the first status I should be in when I log in for the day?
REVTIME
when a member has an already existing claim and is looking for follow up, these types of calls are called ______
Status call
list all 7 benefit categories of Hagerty Drivers Club
1.Magazine Subscription
2.Marketplace
3.HVT
4.Ask Hagerty
5.Members only experiences
6.emergency roadside
7.automotive offers
As an AEA 1 I can handle all of these billing situations (3 categories)
1. Take payments for policies in Issued status and policies within their ACAN period
2. Set up and remove Payment Plans for Issued policies.
3. Discuss billing information in terms of amounts due, refunds, late fees and Hagerty Value Analysis (HVA) fees
What Items do you need to hit in the Welcome portion of the 4 speed fundamentals?
1.confirm and welcome the caller by using their name and acknowledging their car
2. listen and affirm the request by stating it back to the member
3. provide a roadmap of how we/you will complete their request
Use when submitting a ticket for yourself or a member/broker
Submitting Ticket
When a member has had a a loss happen and now needs to report it, these types of calls are called _____?
New Loss
what are all 5 soft services of our roadside program?
1. Winching
2. Battery Jump
3. lockout
4. Tire Change
5. fuel delivery
what should you do during the Advise portion of the call?
1. ask appropriate questions to understand the member's spoken and unspoken needs
2. recommend solutions and communicate why it meets the members needs
3. gain the members agreement to move forward and implement the solution for the member requested and found
1) Use when having a technical problem that is stopping my work
2) Use when on the phone with IT
3) Use when troubleshooting on my own
Computer Issues
when a member calls in to ask about setting up a claim and asks what they are covered for you can do what for them?
When should you send a Salesforce pass to the Hagerty Drivers Club Team? 2 out 4
As an AEA 1 I CANNOT answer what when it comes to coverage questions
during the Resolve portion it is important to accomplish all of these proper steps before moving into the appreciate section
1. ensure all system processes and actions were accomplished as promised
2. recap what was completed, explain next steps and confirm all their needs have been taken care
3. document concise notes stating WHO called, WHY they called and WHAT was done
Used when in coaching with AM, Manager, etc
Coaching
during a Status call I can inform the member or party associated of what? (3/6 items required to score)
when it comes to our automotive offers what key items or phrases should we listen for?
What 3 documents Can I send as an AEA 1 regarding someone's policy
ROLE PLAY!!!!! John Walker Texas Ranger has a 1990 Green Ford Ranger and works on it himself. Has been insured with us for 5 years. calling to make a payment. Does not have HDC.
Did you implement 4 speed? did you identify a need for 4 speed?
If your computer issues are due to a Hagerty system or equipment error (View goes down, Five9 error, computer breaks) what steps should you take?
1. check #announcements Slack channel to determine if this is a widespread MSC issue.
2. If this disruption is unique to you and persists for over 15 mins communicate with your AM, email WFMScheduling@HAGERTY.com, and call DIT if you are unable to work or submit an ServiceNow ticket (IT ticket)
A member calls in about there claim with an Attorney present on the call and asks you to let them know where there claim is at in the process, what can you advise to the member?
you can advise them that you will need to transfer them over to an adjuster or to there specific adjusters email. You cannot discuss anything regarding the claim due to an attorney present
What pieces of HDC should you recommend if the member tells you how they are always browsing for their next vehicle to add to their show collection and why?
Marketplace= you can browse, buy and sell cars all in one easy location
HVT= check on value trends and what to look for that helps with the value of vehicles
Roadside= its a show collection which means the member travels with them
Ask Hagerty= well help you buy and sell, valuing your own vehicles, helps you find parts, etc
Hagerty events= get exclusive perks at events, including member discounts, early access and VIP benefits.
Automotive offers= Take advantage of insider pricing on your favorite automotive brands and save on all the car stuff you already buy, like tires, parts and car care products.
Magazine= Members get an annual subscription to Hagerty Drivers Club magazine, featuring interviews, award-winning stories and commentary from industry experts.