Life
Transfer to Life General if customer wants to take this out on a life policy.
What is a Loan?
In Primary Pool, you cannot quote benefits on specialty policies, transfer here.
What is Customer Solutions?
Producer/Agent needs SPA troubleshooting assistance.
What is cold transfer?
Request on a life policy, such as quoting beneficiaries or value.
What is Transfer to Life General?
In Primary pool, can you handle Customer Access Registration/troubleshooting?
YES, you will not transfer.
Caller requests a Spanish speaking associate, you need to do this type of transfer to POS Health Spanish.
What is warm transfer.
Insured on life policy passed away, warm transfer to this line.
Life Claims
If in Customer Solutions, customer wants to review benefits/claims on their Disability (DI) policy, transfer here.
What is transfer to DI Claims quick connect?
If in Primary pool, you will do this type of transfer to Customer Solutions if caller needs assistance with health policy claims.
What is warm transfer?
If policyowner on life policy passed away, where do you warm transfer?
Life Service
If in Customer Solutions, customer wants to review vision rider claim, do we transfer?
NO, you will handle.
Caller needs pinpad to submit payment on policy.
What is warm transfer?
Do we transfer over to life if caller wants to make billing changes on life policy?
No, you will handle billing changes such as updating bank info and changing frequency of payment. No transfer needed.
You weren't able to locate obituary online and Support team could not verify DOD. We will need this document to report correct DOD.
What is Death Certificate?
Customer qualifies for product change line, do this type of transfer.
What is a warm transfer?