Certificates
An insured who is part of our Amazon/Marsh Program emails in for a renewal certificate what 2 endorsements should you make sure to include with the certificate?
All certificates for Amazon vendors should include the CG8810 and CG2015 HELP-154778 Amazon COL Example with Endorsements
How do you track a call that is Non-Service Center? What should be included?
Misdirected Call Widget. Include the policy number, caller name, relationship to policy, and detailed notes including if the call was warm transferred, who it was warm transferred to, or the number provided to the caller. HELP 156349 Salesforce Service Request Processes
When communicating with an insured by phone what are 6 important communication skills?
Keep a polite, friendly, and professional tone.
Speak with a smile
Stay conversational
Use appropriate language at all times
Speak in a clear voice to keep them engaged
Be patient and helpful.
HELP-168403 Phone Etiquette
An insured calls and asks for a Spanish interpreter, how do you obtain an interpreter? Do you stay on the line or transfer the caller?
Contact language lines. Stay on the call. HELP-120669 Interpreter Assistance Language Line - Guidelines
You receive an email from an insured advising they need to change their name on the policy and get an updated certificate, do you need to ask them if there has been an ownership change? Do you need to ask them if there have been operations changes?
Yes to both Verifying, Naming and Changing the Named Insured HELP-160830
**Transfer to license to handle policy changes outside of Typos**
A farmer calls and needs a certificate of liability with additional insured for a company they are leasing equipment from (the equipment is already on the policy), what form do you need to use? Is it a blanket or scheduled form?
Scheduled form FL8009 Additional Insured – Person or Organization from Who You Lease Equipment HELP-151009 Certificate Master
How do you mark an item Include in Adherence?
HELP 159579 - E2C (Email to Case): Processing Offline Work
Tell them where you're transferring them to and the help they'll get.
Confirm it's the right department.
HELP 168403 Phone Etiquette
What is Stop Gap?
Coverage that provides employers liability for work-related injuries arising out of incidental operations or exposure in monopolistic fund states. Monopolistic state workers compensation policies do not provide employers liability coverage and the Stop Gap coverage fills the “Gap” for the insured working in the Monopolistic states.
Monopolistic States: Ohio, Washington, Wyoming, North Dakota, Puerto Rico & U.S. Virgin Islands
HELP-152062 Insurance Coverage Glossary HELP-161489 Stop Gap
Before giving specific policy details what is the first thing you should do?
Confirm name and relationship to the policy. HELP 167831 Intake and Verify: Inbound and Outbound Call Flow
An agent requests a certificate with a blanket additional insured included. The insured is located in TX and the holder is located in FL. What do you need to check on the certificate that is different for TX?
If Additional Insured (AI) or Waiver of Subrogation (WOS) status is granted by blanket endorsement, it isn't allowed to mark the AI or WOS boxes on a Certificate. Blanket wording can be used, but the boxes can’t be checked. HELP 156588 Certificates - Blanket Coverage - TX
A policy is written as a DBA in the husband's name. He gives us full permission for his wife to ask questions and make changes. Do we document permissions on the account? If so, how do we document it?
Complete the Contact screen as appropriate, and then:
HELP 158526 Noting Appropriate Contact Permissions in Salesforce
What should your email subject line include when additional details or action are needed?
ACTION REQUIRED Prompt when additional details or action is needed to proceed with a request or to process a renewal, etc.
HELP 309523 Email Etiquette
An agent calls and needs help with an error they are receiving when trying to complete a quote in eCLIQ, who do you direct them to for help?
AISG purpose: Support agents with system issues/errors HELP-155889 Frequent Contacts
Before handling an account what are 2 items we should check?
Confirm policy is a Service Plus account and Verify the status of the policy. Pull up the policy in @Work/eCLIQ/eSIMPLE on every transaction.
HELP 167831 Intake and Verify: Inbound and Outbound Call Flow
Who are common requesters of hired auto coverage and certificates?
HELP-152759 Standard Work: Certificates (COI)
What information should be documented in @work for reinstatements?
Add the following required information:
HELP 157271 Reinstatement and HELP 159423 @Work Reference - Service Plus
What are the 5 items you should do before ending a call?
HELP 168403 Phone Etiquette
What is Garagekeepers coverage?
Liability coverage that only covers the physical damage to a customer’s vehicle while it is in the Insured’s care, custody or control. HELP-156369 Certificate of Liability Sections and Coverages or HELP-166164 Garage vs. Garagekeepers
A call is received by a book keeper for a DBA but they are not the owner. Can you assist them with policy changes?
No, unless given permission by the Named Insured to make changes or access policy information or prior permission is on file.
HELP 160830 Verifying, Naming and Changing the Named Insured - Service Plus
An agent requests to add a new location for an insured and needs a certificate of liability for the landlord. The COPE and change request have been sent to the underwriter, but have not been approved yet, can you issue the COL?
Yes, issue a certificate to include liability-only coverages and add the following verbiage under the Description of Operations section: ▪ The (Businessowners/General Liability) coverage form (BP0003/CG0001) defines the coverage territory as: The United States of America (including its territories and possessions), Puerto Rico, and Canada. HELP-152759 Standard Work: Certificates (COI)
You receive a request and it is the first time the agent of record has contact us on this account. Where should their contact information be added?
You will add them to your Service Request and the Account 360. If agent or sub-agent isn't currently listed under Related Contacts of Account 360, click Agency Name under Agency to Company Rels. If contact is currently on Related Contact list for agency, click contact name, then go back to Account 360 Details sub-tab and click Add Relationship. Associate the agent/sub-agent to the insured account. HELP 165586 Account 360 (Salesforce)
What kind of questions should you ask when assessing a request?
Ask the right open and close-ended questions.
HELP-309523 Email Etiquette and HELP 168403 Phone Etiquette
What 4 lines of business can an insurance assistant cross sell?
Auto, Bond, Umbrella and Vacant Express
HELP-162489 Insurance Assistant and Service Plus Lite Task Authority
What is an example script for someone who is not an authorized caller?
or
HELP-167831 Intake and Verify: Inbound and Outbound Call Flow