Client
In what section of the client screen can we see notes documented by a prior rep?
Contact history
On what page number in Café can we see vehicle information? (ex. year, make, model)
Page 4 - Inquiry - Auto Information 1
What screen in tabs shows us billing ID# policy status at the top? (ex. Billing schedule screen)
1 - Account Status screen
When a customers name populates in Powerpad, what button do we push to move on and see the policy details?
"GO"
What is the effective date for "adding a private passenger Auto" purchased OVER 14 days ago
PRC55800 - step 2 - day after the call
In what section of the client screen do we indicate parties authorized to discuss the policy (ex. POA)
Notes
On what page in Cafe can we see vehicle credits/discounts?
Page 5 - Inquiry - Auto Information 2
What screen in tabs shows us all of the customers future payments, bill date(s) and due date(s)?
6. Billing schedule
Start my day - Launches all programs you will use during the day except for cafe.
What is the IKE article # for "changing a bill plan?"
PRC53610
In what section of client can we see recent transactions (policy changes) that have been processed?
Contact history & The policy action screen
On what page in Cafe can we see the customers date of birth (DOB)?
Page 9 - Inquiry - Driver Information 1
Where can we see the last 4 digits of a credit card the customer used for a prior payment?
2 places, either answer is acceptable:
1. Double click the payment on "selection 2 - account activity screen" OR
2. "page 14- History Inquiry" > Electronic request history
What button do we push in Powerpad to see documents we mailed to the customer?
If the customer sent a written request (correspondence) requesting to "Delete Comprehensive or Collision coverage on an existing vehicle" what is the effective date we would use?
PRC53295 - step 6 - If processing correspondence, then process the Change Amend effective the date the correspondence was received.
What information, other than the policy number, allows us to access a client file?
Last name, state & Zip code
Phone number
Fun fact - If the customer only has a bill id number, we can look up the policy in tabs first ...find the policy number and transfer it to client.
On what page of Cafe can we see what the customer's *liability* coverages are?
Page 14 - Inquiry Coverage 1
A lapse state is a state where the policy cancels effective (what date) if the customer does not make a payment?
The renewal date... resulting in a lapse of insurance since the date of renewal
What does the red X button in Powerpad do? (hint - do not push that button unless you really mean it!)
Cancels the policy
What is the 2nd step of "Reinstating an auto insurance policy?"
PRC55536- Review the policy for any discrepancies
address, driver, occupation, etc.
In what section of client can we see the original policy date (OPD)?
Account Associated Objects
One what page in cafe can we see if a customer has Collision coverage?
Page 16 - Inquiry Coverages 3
What does DNOC stand for?
Direct Notice of Cancellation
Does Power pad tell you when a VIN number is incorrect?
What is the standard "billing cancellation timeline" for non - pay and non sufficient funds for AARP members?
17 days for AARP and ABU
Be sure to review state specifics! (ex.) MN is 36 days!