Drivers
Vehicles
Additional
Policy
Renewal/ Reinstate/ Cancel
100
Can the NI be excluded from the policy?
Yes. As long as they own a vehicle, are not licensed AND there are other insureds on the policy.
100
Is pet injury coverage added to all policies??
No. Pet injury coverage only applies when an insured purchases collision coverage. Not available in New Hampshire.
100
Insured calls in because the name on the account panel/ OLS panel is incorrect. How do you correct that and what expectations need to be set?
Submit a request using the Personal Lines Email Request form, advise that it could take up to 7 days for the change to be processed,
100
Customer is on Paperless (all), what documents will they get in the mail, what GL do you use to locate this?
- Paperless
- All cancel notices
- Cancel breakdowns
- Collection notices
- Duplicate declarations page
- Expiration notices
- Fulfillment Package
- ID cards (excluding Paperless ID card states)
- Important Notice
- Lapse notices
Lapse notice only issues for certain states. See state-specific Renewal Offer Notices guidelines.
- Loyalty Rewards Program letters
- Nonpayment Reinstatement notices
- Non-reinstatement notices
- Signature forms
- Renewals for
Alaska, Arizona, Colorado, Delaware, Illinois, Iowa, Maine, Maryland, Missouri, Nevada, New York, Utah, & Wisconsin
In some instances, Paperless customers on a non-EFT bill plan may receive their renewal reminder bill via USPS.
100
Insured calls in to reinstate policy and it is denied. What expectations do you need to set?
Read scripting if neccessary and document note.
200
Can we add a driver without their drivers license number?
Yes. We would just leave field blank and set proper expectations.
200
Can we process adding a vehicle to a policy if they do not know the lienholder?
- 1. Advise caller that LH and loan/lease coverage, if requested, cannot be added.
2. Code the policy Vehicle financed, leased, or owned field as "Own and do not make payments."
3. Advise caller to contact Customer Service at 1-800-888-7764 or to access online service site as soon as possible to update the policy with the necessary information.
4. Document NOTES:- Category: Claims
Text: Include unknown or as much information as provided for LH, vehicle assigned to, & if loan/lease coverage was requested.
- Category: Claims
- 5. No further action.
200
If someone is requesting a Maryland FR-19 how do you proceed?
Follow steps in FR-19 GL and submit and MD FR-19 request form.
200
Can you provide a VOI for a future date?
Yes, you would complete a manual VOI request.
*Double Points* If you share your screen and show how to create a manual request.
200
Policy needs to be canceled due to death of the NI and there is a balance due. How do you proceed?
Follow the steps to cancel policy; balance will be waived.
300
Do you need to do anything if insureds retracts statement about household members and unlisted driver is discovered?
Yes. Remove driver and document note detailing the conversation for claims.
300
If an insured adds rideshare to their policy, but changes their mind midway through the call is there anything additional we need to do in order to be able to remove it??
Yes. You need to read the mandatory scripting and document note for claims.
300
What happens when named insured has owned the vehicle but only recently titled in their name?
If vehicle has been owned for some time but only recently titled in named insured's name, prior LOVO can be honored. Named insured will need to send proof that both vehicle AND driver were insured.
300
If customer calls for confirmation number later in the day for change done this morning, what GL do you use?
Manual Confirmation number
300
Insured wants to know if they can make a partial payment on the renewal initial payment, what do you advise?
Follow the steps to determine if partial payment is available per state specifics. If available determine partial payment amount using the partial payment calculator. Accept payment and set proper expectations depending on payment plan.
400
Can a household member not be listed on policy even when they meet the criteria? If so what information would we need?
No, we do not need to list a household member if they have a Progressive policy and meet one of the requirements.
400
Can we add trailer coverage to an auto policy?
Yes. In certain states, trailers are covered up to $500 under collision as long as the vehicle is not used for business.
400
Insured is requesting LOE? What steps do you take to help assist?
You would obtain: required dates, date of loss, driver involved, coverage paid out and the amount; send out proper ACE memo if billing isn't purged or email requested, if either of those are needed submit interactive form.
*Double Points* Share your screen and show how to submit an interactive form.
400
What deletes a saved quote from the policy? And if quote is for a named operator policy, can the insured see it on their side?
Daily Double
You would retrieve saved quote, click delete saved quote and confirm deletion. No, the insured would not be able to since it is an internal saved quote.
400
When it comes time for renewal will LOVO automatically update?
For renewals converting for first time into 8.80 or greater AND current length of vehicle ownership is "At least 1 month, but less than 1 year," system will update LOVO to "At least 6 months, but less than 1 year."
500
Can we override an at-fault accident midterm, if outside of chargeability period??
Yes. As long as the premium does not increase the premium, and you would leave a note documenting the change made.
500
Can we insure an individual that does not have a permanent garaging address?
Yes. Person, referred to as a "full timer", who lives in a motor home or travel trailer, with no permanent garaging address & towing an auto. The motor home or travel trailer policy must be written through Progressive.
500
Vehicle is registered out of state and DMV is requesting POI, how do you assist and what GL did you use?
State reporting: vehicle registered out of state; determine if out of state is acceptable or not; if it is transfer to IVT; if not acceptable; follow the steps in the GL for state specifics and what expectations need to be set.
500
Customer said they got a automated call regarding DL, what GL do you use and how do you assist?
Callout Campaigns; Offer them to opt out; explain that these calls are made when prior to renewal their driver's license number on file does not match the state in which the policy is written.
- Document notes when customer asks not to receive courtesy calls:
- Category: Documentation
- Text: Customer requested not to receive OCC courtesy calls (include who you spoke to).
500
Policy on Guaranteed Payment Restriction, however Agency customer has called to Reinstate for NonPay. How can you assist?
Guaranteed Payment & Nonpayment Reinstate; advise them that guaranteed payment would remain for the life of the policy. You would also let them know that you would be unable to reinstate the policy; they would need to contact their agent to determine options.