Driver Status
These questions are used to probe for who needs to be listed on the policy.
Are there any household members who live with you and are old enough to have a permit (give specific age limit) or drive your vehicle even occasionally?
This Program designed to show appreciation for staying with Progressive; earn more rewards the longer you stay.
Loyalty Rewards.
Name 2 of the three states with Mandatory Vehicle Garaging disclosures?
Maine: Vehicle Garaging Acknowledgement
Michigan: Vehicle Garaging Disclosure
Vermont: Vehicle Garaging Acknowledgement
Why did my rate increase at renewal?
I understand it is frustrating to see your rates increase, especially with all the other price increases that are impacting us these days. Let me review your policy to find out what changed with your upcoming renewal.
Proceed with Policy Review
Caller is upset OR wants to lower rate on their current agency policy. What’s your next step?
Consult/Warm Transfer to 123.
You have discovered there are household members aged 15 or older, however they do not operate the vehicle being quoted. What’s the next step?
Determine if state uses Exclusions or List Only options.
If excluded is available, read the mandatory exclusion script when excluding a driver.
I will need to list all household members who meet the minimum licensing age of 15 years and 6 months on the policy. You may exclude those who qualify from your coverage, however, if they were to drive your vehicle(s) and get into an accident, Progressive will not pay for the damages.”
Customer Has Comp and Collison and is concerned about if their Dog (Yankey Doodle) is stolen with the vehicle will any coverage apply for Yankey?
Yes!
Pays $1000 towards the pet in the event the pet is stolen along with the vehicle & not recovered.
Note: Insured does not need to obtain new pet to receive reimbursement.
What is the mandatory NY scripting?
I am a Direct Sales representative for the Progressive companies doing business in NY and licensed to sell insurance in New York. In addition, I am a salaried employee and not paid a commission for the sale of any policy.
Someone added my daughter to my policy without my permission!
Check notes for underwriting.
If not from underwriting, read Driver status, and then review the driver details. Most information will be defaulted, and we want to make sure the driver info is correct.
SNI is insisting on receiving a Direct Quote. You have already referred them back to the agent and explained their relationship is valuable. Customer does not agree to stay with their agent so you should quote new policy per customer’s request. T or F?
False, only if it is asked three times can you proceed with the direct quote.
After adding an additional household member to the policy as a list only driver, your customer asks how this person will be covered. What’s your response?
“Listed drivers qualify for coverage per the terms of the policy contract.”
Name 3 Benefits for move out of state
Ni deleting vehicle in MD what scripting should be read?
Our company is required by law to advise the insured of the following: If you fail to replace your motor vehicle insurance, Maryland transportation law provides that uninsured motorist penalties will be assessed. If you become uninsured, you will be required to surrender all evidence of registration, including license plates & registration cards. The registration plates must be returned to the Motor Vehicle Administration on or before the date your insurance policy expires or is canceled.
This bill Is just too much; I need to cancel my service today!
You will be transferred to a specific group of licensed professionals to assist with your request.
They can cancel the policy or see if customer can be retained
Customer already purchased policy with another company. Should call be transferred to CPT?
No
This coverage is not provided for any claim arising from an accident or loss involving a vehicle being operated by an unlisted household member.
Collision
What is always in front you, but you can't see?
The Future!!
Ni does not want to provide their social. How do you reply?
Advise caller their credit will be ordered. Does caller agree to having their credit ordered? Financial responsibility may not be verified, which could result in inaccurate quote. Additional verification may be required, causing delays.
Every month my auto pay is taking the payment way too late and I'm getting fees with my bank!
If autopay is hitting their bank after their dd we know right away that’s going to be eft when we get into the policy, so we would lead with explaining the delay with EFT and offering by autopay by card to prevent those issues. (sometimes the explanation itself is enough)
Customer request to cancel the policy and you discover the call should be transferred to CPT?
What’s the mandatory script before transferring the call?
There is none. Only suggested scripting, “You will be transferred to a specific group of licensed professionals to assist with your request. Thank you for holding while being connected.”
This bird, often associated with wisdom, is active at night.
Owl
Part 1: This Feature allows you to handle your own insurance transactions, day or night. What am I?
Part 2: What are the transactions?
Part 1: Progressive App/Online Services
Part 2: Make payments
Your customer is moving, what should be read?
FCRA
May we use information from your initial policy to offer you a new quote with another progressive company?
I have had it with this company! Didn’t my Gieco call you all to cancel my policy last week? (OH Policy for this purpose)
Cancel it, if it was within the week backdate to date the policy started with other company. Follow bau.
This is the capital of the United States?
Washington D.C.