Welcome Call / Broad Market
How many items of verification are needed for the Welcome Call Offer?
5 out of 5.
True or False
We can offer to add an email with 4 out of 5 verified.
False, we open the offer and decline it. We can only do it with 5 of 5.
True or False
Zip Code doesn't need to be verified
False, we MUST verify zip code.
Who can set up EFT?
Owner, Payor and POA (if permission granted).
What elements do you need to include in a fraud report?
Caller's name and phone number, reason of the call, why do you think it's suspicious, what did the agent do.
In the Welcome Call Offer, what is covered in miscellaneous?
The status of the AARP membership, Website and digital options, hours of operations and phone number.
Insurance Review/Inactive AARP Conversion should not be offered if we are transferring to FIS
False. We MUST offer Insurance Review/Inactive AARP Conversion even if we are transferring to FIS. We transfer to Insurance Review/Inactive AARP Conversion and they can transfer to FIS after that (always leave notes).
Mention five Family Members
Spouse, Domestic Partner (fiancé), Child, In-law, Grandchild, Parent, Grandparent, Sibling.
If a premium is past due or coming up, what should we do if they also want to set up Automatic Drafts?
Take a OTP (with the dollar discount) and then set up EFT and RPC. We also need to explain time frames.
Can the phone number be added in a beneficiary's profile if no address was introduced? Yes, No and why?
No. Phoenix will give you an error, and you will need to start over. We need to put it in the notes.
True or False
If a customer wants to make a payment with card, we should transfer to FIS without finishing the Welcome Call Offer.
False. We first make the offer and if accepted, we review everything. Then, we transfer the customer to make the payment.
If both Insurance Review and AARP Renewals are shown and Insurance Review was accepted, what do we do with the AARP Renewals offer?
We open it and leave it blank.
True or False
Offers can be done with a Family Member/Third Party if owner already authorized us to speak with them.
False, all disclaimers and offers MUST be done to the owner.
How many payments can you process in the same day?
With checking account, only 1. With card, as many as the customer wants.
If a customer states they do not use/have an email address, how do we proceed with the paperless offer?
We do not need to offer it, but we do need to mention the benefits of having it. We decline it and proceed with the call as usual.
Ex. "I know that you do not have an email right now. However, if in the future you create one, you can set up our paperless option so your bills can be sent to you through your email".
Where do we transfer Broad Market customers if they want to have their coverage increased?
Agent Lead
If they want to decrease the coverage and they have insurance review we should:
Decline the offer and transfer to EIDQ.
True or False
We can change beneficiaries on all contracts if customer only verifies one.
False, we can only change the information on the contract # the customer provided.
How many business days does it take to charge a payment once an EFT hold is released?
1-2 business days.
What does the pink envelope include? What do they need to do with it?
Privacy notice. Send it back if they DO NOT want to share information with AARP. We can also check if we can change the privacy selection in Phoenix.
If a customer from Broad Market wants to make a payment with card, how can we enroll them?
We can't. They need to go to the website, use a payment code (which you can locate in a bill) and register themselves. Once they do that, they will show as enrolled in Phoenix.
True or False
If customer states they cannot make a payment at the moment, we can decline the offers without asking them
False, we should always make the offers even if they mentioned they don't have money to make payments. However, we can open and leave blank the AARP Renewal offer if grace period is over and they didn't call to make a payment.
What is something that we can provide if it is on a blue disclaimer?
The contract number
What happens if a customer wants to request a refund and they are set up for EFT?
We first need to review if policy is paid up in advance. If so, we just process the refund request. If not, we need to cancel the EFT so customer is not charged as soon as the refund is processed and advise that they will be behind on their due date.
What is the difference between a collateral assignment, beneficiary and a trust?
•Collateral assignment: This is a method of providing a lender with collateral when you apply for a loan. If you pass away before fully repaying your loan, this will allow the assignee to be repaid for the outstanding loan amount using your death benefit.
•Trust: Is a fiduciary arrangement that allows a third party, or trustee, to hold assets on behalf of a beneficiary or beneficiaries.
•Beneficiary: Whoever the owner decided that will receive the benefit if the insured passes away.