Resource Rescue
These are the two primary resource hubs Advocates use to search for information
What are Expert and Sharepoint?
An advocate must complete this process before discussing policy information with a caller.
What is call verification/ authentication?
After properly verifying the caller and identifying the reason for the call, this should be reviewed before taking action on the policy
What are the policy notes?
$25 and $250 are examples of these charges that may apply when a policy is cancelled.
What are the mid-term cancellation fees for Admitted ($25) and Non-Admitted ($250) policies?
Every policy is charged this amount as an annual Admin Fee.
What is $70?
These internal rules help determine whether a risk meets the carriers requirements for eligibility and acceptability
What are Guidelines?
Two minutes is the maximum amount of time an Advocate should remain in this call status before checking back in with the caller.
What is hold?/ What is hold time?
A caller says they never received notice of a required inspection. Before assuming one was never ordered, you should review this to determine what has already occurred on the policy.
What are the policy notes/ history?
Cancelling a policy for a date that is more than 30 days in the past requires this.
What is a declaration from another carrier, a sellers statement, or a letter from Escrow?
This non-refundable third-party fee is charged when a payment is made using a credit or a debit card
What is the 2.78% processing fee?
This resource provides step-by-step instructions for completing a process or task.
What is an SOP?
Acknowledging a caller's concerns, identifying the primary issue, and guiding them through each concern one at a time demonstrates this important call-handling skill.
What is call control?
When working on a policy that has migrated from BritCore to Guidewire, notes regarding the interaction should be documented in these locations.
What are both BritCore and Guidewire?
To reinstate a policy within 30 days of cancellation, this document must be signed the same day payment is received.
What is a Statement of No Loss (SONL)?
In BritCore, this tab is used to view balances and payment history, submit payments, and manage payment information.
What is the Accounts Receivable tab?
This resource provides information about items such as Workers Compensation, Limited Animal Liability, and Scheduled Personal Property
What are Endorsement Forms?
Repeating or summarizing the caller's concern before moving toward a resolution demonstrates this communication skill and helps ensure the Advocate understood the issue correctly.
What is active listening?
What is Billing Center notes?
This type of cancellation occurs when a policy migrates from BritCore to Guidewire and payment is not received by the renewal date.
What is not-taken?
In Guidewire, this tab can be used to determine whether a Return Premium is being issued to a Name Insured.
What is Disbursements tab?
An insured wants to know what their policy actually says about a specific coverage, including its limitations and exclusions. This is the resource you would reference.
What is the Policy Form?
Even when the information provided is completely accurate, these two communication qualities can determine whether a caller trusts what an advocate tells them.
What are tone and confidence?
This optional section at the end of a policy note helps the next Advocate understand what action may still need to be taken.
What are *NEXT STEPS*?
When a policy is cancelled for underwriting reasons and the caller provides documentation showing the cited issues have been corrected, the Advocate submits this for consideration.
What is an alert to Underwriting asking for them to review and allow a reinstatement or a renewal?
After confirming a Name Insured made a duplicate payment and that no Return Premium has already been issued, an Advocate submits this to begin the appropriate process.
What is a RP ticket?