Demi
A nurse travels in their vehicle to visit patients in their homes. They keep an oxygen tank in their car in case of emergency. Is this acceptable? And if so, what guideline was this found in?
Acceptable
Vehicle Use
What must you do when updating a phone number?
Read mandatory script
Insured Address/Phone Number
What guideline do you start with when the customer is questioning a rate increase?
Handling Rate Increase Calls/Chats
NI cancelled the policy two days ago effective notification date. They are now calling in today requesting to reinstate the policy. How do you proceed?
Do not reinstate. Document notes and transfer based on rewrite options.
Reinstate Information
Do you get an additional discount for a Paperless Upgrade?
No
NI needs to make a payment with their Cash App card. What do you do to assist them?
Advise that a different form of payment is required. We do not accept Cash App.
Card Payment
The caller is requesting to change multiple due dates. What option(s) do you present to them?
Educate on changing bill due dates versus CSDD to determine which is a better option for the customer
Change Bill Due Date
When determining the cause of the renewal rate increase, what items will you reference? What guideline instructs us of this?
CRA Renewal Rate Change Details, Policy Activity: Renewal Offer Sent, and policy changes processed on prior policy term or if revised renewal offer issued that impacted renewal term.
Why Did My Premium Change? (Renewal)
NI's Agency auto policy cancelled two years ago. They paid the remaining balance and want to know if they can purchase a new policy with PGR. What are your steps to resolve?
Refer caller back to their agent.
Rewrite or Spin-Off: Service Consultant Procedures
Provide an open-ended question starting with "Who" for a PHA treatment
Answers may vary including:
Who is your current carrier?
Who do you currently have for ___?
Etc
NI moved from FL to NC! What are your next steps?
Advise you will transfer them to a consultant who will assist with the request and to inform them that they are a current customer that has moved. THEN transfer to speed dial 305
Move Out of State Requests (MOOS) - Direct -> Move Out of State Speed Dials: Direct
NI just sold their only vehicle on the policy. They also have a driver listed that was restricted due to Underwriting. What are your next steps?
Document notes with restricted driver information and THEN change to Named Operator
Named Operator
After explaining the cause of the renewal increase, how do you handle a customer that does not speak English? What guideline provides these instructions?
Do not proactively offer policy review.
Handling Rate Increase Calls/Chats
NI is requesting to opt out of Snapshot, they are at the 3-month mark of their policy term. Will any of data collected be applied to the policy?
Yes, with more than 30 days of connectivity: Results will apply at renewal.
Snapshot Program Overview
Oh no! You opened an auto policy for a multi-product customer. There is an automatic payments treatment for their motorcycle policy. What do you do?
"Consultant not trained on Special Lines product" response option should be coded, when applicable, even if treatment is not discussed.
Customer Relationship Assistant (Treatments)
NI is getting a car delivered next week and has already scheduled the change. Carvana is demanding proof prior to the delivery/purchase date. How do we handle this?
Create a VOI using interactive forms
Verification of Insurance -> Interactive Forms
The caller interested in adding automatic card payments. But before providing ANY card information, they want to know what the discount will be. How can you help them?
Quote discount by comparing current bill plan & payment methods.
Automatic Card Payments Discount
What are some examples of when a policy review should be conducted? Where did you find this?
Policy changes. Billing OR rate increase. Coverage questions Customer is shopping around AND wants to see if we can match/lower premium. Or if the customer asks if they received all applicable discounts
Policy Review
NI calls in regarding a nonrenewal notice. You see in Notes it is due to MOOS. NI advises they still live in the policy state. What action do you take?
Rescind nonrenewal based on caller's verbal confirmation.
Nonrenewal Information-> Reinstate Information
What action do you take when a Loyalty Upgrade is listed on the CRA?
Educated Customer on Loyalty Benefits
You're adding a 2025 Subaru Outback, but the policy won't recognize the VIN. How will you add this vehicle to the policy?
By using manual symbols for the prior model year
VIN - Vehicle Identification Number -> Manual Vehicle Symbols
NI is calling to remove a driver. You go to process, but special handling is required! When reviewing the notes, you see the driver was added due to claims. What information do you provide to NI?
Proof is required to remove the driver
Driver Status -> Request to Reverse Changes Made Due to Claim Follow-Up
What are your next steps if the customer is not satisfied with the explanation of rates AFTER a policy review?
Determine IF a CPT transfer is required.
Handling Rate Increase Calls/Chats
MO customer (NI) calls in to advise they no longer drive. Instead, another listed driver on the policy will operate the vehicle on their behalf. What are your next steps?
Leave NI with valid license status and as an insured driver.
License Status
What is a benefit for BOTH home, renters and condo insurance?
Personal property, medical payments, liability, and additional living expenses