COI
Name all the steps to uploading a certificate.
1. Open the certificate
2. Find the Vendor and Client on myCOI.com
3.Find the correct division
4. Click the upload button
5. Upload the correct document
6.Leave a history note on the account
7.Solve ticket using the correct macro
I cannot provide that endorsement, my agent says they cannot add it to my policy. Please Help.
What type of ticket is this?
Override Request
Who is assigned to this ticket?
Ticket #1754341
Clara C
Please see email below from my agent. Advise what else is needed.
Agent: We cannot provide any of these non-compliant items.
What kind of ticket is this? (Support/ Client/ Cert upload?) and what is the right macro to use?
Support; Override Macro
I am a vendor and I want to upload these documents below.
(They are new certificates that have not been uploaded before)
What Macro do we use?
Emailed Certificates (Vendor)
Name 3 reasons why we wouldn't be able to upload a certificate.
Possible Answers:
1.Lack of information
2. Vendor not on client's vendor list
3. Vendor not assigned to that division
4. Unknown client/vendor
I HATE YOUR COMPANY! LEAVE ME ALONE!
What kind of ticket is this?
Remove form tracking.
Who is the client for the ticket below?
Ticket #1751714
AM/NS Calvert, LLC
Agent: I need to access my insureds account, can you help me set up my password and username?
What would we respond to this agent?
Possible answers:
1. Agents do not need a password/username
2. your vendor needs to set you up as the agent on their account so you can receive portal requests.
3. Our Agent portals do not require a username or password, please make sure you are using the correct link.
I need to log in but i don't remember my password or username.
What Macro do we use?
Password Reset
Locate assignment from Ticket #1764027
How Many certificates have been uploaded to this account?
Four
I am trying to log in to pay my annual fee, but I forgot my password, can you help?
What kind of ticket is this?
Password Reset
Who is the requester type on this ticket?
Ticket #1763774
Client
Please call me @333-333-3333.
Which Macro would we use?
Move to support.
I am a vendor and I need to change my agent from Mark Johnson to Pamela Andersen.
What Macro can we use?
Contact info changed (Vendor)
Locate Ticket #1759226
How many agents are assigned to this account?
One
I don't know what insured you are talking about, please provide an account number, address, and full name of the insured so I can locate them in my system.
What 2 macros can you use for this?
CNA Macro/Sample Certificate
What is the email of the person who sent us this ticket?
Ticket #1763545
matamorostransport@outlook.com
What are the steps for a remove from tracking?
1.Locate the assignment
2. Ensure you are in the right division
3. Leave a history note with the persons message and ticket #
4. Use macro (remove from tracking)
5. fill in (client name, division, vendor name) field.
6. Submit as RFT
I am not this persons agent. Please remove me.
What Macro can we use?
No longer the agent
Locate Ticket #1763798
What Macro would you use to solve this ticket?
Certificate for Inactive assignment
I need you to send me the contract so I can see exactly where I signed and agreed to these insurance requirements.
Which macro would we use for this vendor?
We do not have Contract.
How many past interactions have we had with this requester?
Ticket #1763537
9
What are the steps for an override request?
1. Locate assignment.
2. Leave history note with the persons message.
3. Click "Suggest an override"
4. Paste the message as plain text
5. Use override macro
I have an agreement with this insured and we cannot upload documents to 3rd party sites. Please contact the insured directly for further assistance?
What Macro do we use?
No Third Party