Coverage
A client calls in to advise they got into an accident in a vehicle that belonged to another person. The person had let the insurance lapse. Is this uninsured vehicle covered?
Yes, coverage would extend, though we do not encourage this.
You recieve verbal POI to remove a driver, you document the POI in comments. What else must you document?
Verbal POI in text summary.
A policy holder advises their child has recently obtained a permit. You add them as an OHH, what else must you do? (two part answer)
Ask for permit # and set FUP for one month after planning to take driving test to call out and verify if they obtained license (if not already added).
A client (not in CA) advises you that their vehicle is kept with their child who does not live with them. What must you do?
Check UNR/UCL chart and take appropriate action.
You cancel a policy for six days from now, what must you do?
Keep the pending cancellation in.
A client adds a 2020 Toyota Camry to their policy. They advise you that they want the same full coverage that is on their 2012 Honda Accord. What must you also ask them?
You are required to offer New Car Replacement/Gap coverage.
You add a driver. You document who you spoke to, and the date you added the driver. What else must you document?
Verified no additional operators.
You add a driver, assign them to the correct vehicle, and verify usage. What else must you do?
Ver OHH, away at school and additional operators.
A client calls in and during the call advises that they are currently homeless (non COVID-19 times), and are now living in their car. Does this qualify for coverage?
No, you must have a valid residential address where the vehicle is kept and can be rated.
A client calls in to update their lienholder information. They provide you with the name, lienholder address, and date active. What do you do next?
Look in Preferred Lien/Mortg Addresses and use this address if listed.
In WA a client requests to review coverages to find ways to lower premium. They ask you what they can reject/remove. You advise, UM/UIM, UIMPD/UMPD, COMP/COLL, TOW and Rental. Is this all they can remove?
No. They can also reject PIP.
An upset client calls in. You document your call and state that the client was upset and what you did to help them. Is this correct?
No. You may not document upset, angry, mad, rude, etc. Instead you must document the client was concerned. Always keep comments professional.
A Named Insured calls in to remove their spouse as they have passed. You removed them, update the policy information and change the NI to single. Is This correct?
No, you must list them as married and use "Reason spouse not listed" end, as well as document.
A client calls in to remove a vehicle on the policy. You see on the comments a recent result code of DIV. Can you remove the vehicle?
No. Transfer the call to the rewrite department.
You are on a call with a client, and the call drops. A call comes in right away, you just document that the call dropped and you got another call. Is this acceptable?
No. You are required to call client back after a call, so you would want to set after call when you get the call, and remove it when you no longer need it. You must also document properly when a call disconnects and you call out.
A client is moving this weekend and asks if their coverage (full coverage) will extend to the moving truck (box) they rented from U-haul. They will be renting it in their name, will be the only driver, will be in CA and renting the truck for two days. Will their coverage extend to the truck?
Coverage does not extend to box trucks used for moving.
A client calls in to change usage on their vehicle. What result code must you use for your documentation?
VEH.
An unlisted spouse calls in to add themselves as a Named Insured. What must they verify in order to be added?
Date of Birth of current Named Insured, phone number and full address on file. If they are unable to do so they cannot be added until we speak to Named Insured.
A client in NV calls in to add a vehicle. The vehicle is titled to their child. Does this qualify?
Only if the they qualify for Single Parent/Single Child Co-Hab. This applies to CT, KY, NV, NJ and NY.
A Named Insured calls in to remove their spouse becuase they have passed. You follow all of the correct proceudres to remove them. What else must you do?
Order sympathy card mailed to Named Insured.
How many times per term may a client change a vehicle to comp only?
Two times per term.
When speaking to a lienholder, it is the only time it is not required to list the name of the person you speak to. Is this correct?
No. You must always document the name of the person you speak to.
While speaking to a client, they advise that they have a driver in the household that is not listed as they have insurance. They provide you with verbal POI for a commercial policy. Does this qualify?
No. When taking verbal POI we cannot accept motorcycle insurance, operator only insurance, commercial insurance, or terms less than six month.
A client calls in from MI. They want to add a vehicle that is kept primarily at a different address in the same state. Does this qualify?
Yes. CA, MI, NC - Provided the titling qualifies, rate the vehicle at the town code where it is primarily garaged and review for additional operators. No U/W action will be taken.
A client advises they are now retired. Their sole vehicle no longer goes anywhere regularly. You update usage to pleasure. What else must you do?
Enter Alterative Transportation endrsement and list retired.