Privacy
Customer
Vehicles
Scripts
Who has to be listed on a policy?
100
T/F
On a warm transfer the customer hears the IVR read the FCRA script
False
FCRA Scripts are read by the automated voice attendant (VRU) that answers each incoming or Direct Transferred/Cold transferred call.
100
What is the next step if the customer does not want to give you their SS#?
Advise and obtain permission to run credit anyway.
Advise caller their credit will be ordered. Does caller agree to having their credit ordered?
Yes: Continue to next step.
No: Explain we cannot provide them with a rate today, & end call. Click on "End Call" button & indicate "Yes" to save data collected.
100
T/F
If you collect the address for a quote, you do not have to ask for the vehicle location.
False
Suggested Scripts
Confirm vehicle location for all vehicles.
- Is the vehicle being kept most of the time at the address you provided?
100
T/F
Snapshot script is mandatory but does not need to be read verbatim.
False
Mandatory Scripts
*Must Read Verbatim
- Read the following Mandatory Offer script to the customer verbatim based on the enrollment option available on the quoting platform
100
T/F
All states require Titled Owner to be listed on the policy regardless of residency.
False
Any person who is a titled owner for a listed vehicle(s) unless they are not a household member or frequent operator. Do not list the titled owner as an excluded driver when they are not a household member or frequent operator. See Additional Interest for details.
200
T/F
A spouse can provide the NI's email address
True
Email address must belong to the named insured, but can be provided by the named insured, spouse, second named insured (SNI), or agent. NI must own or be co-owner AND have regular access to the address if the email address provided is shared
200
What is the proper was to obtain Education Level?
What is your highest level of education completed?
Definition: Highest level of education completed by rated named insured and spouse.
200
T/F
All VIN numbers should be run through Vindicator prior to being put into our system.
False Vindicator should only be used if the vin does not pass our system.
Access Vindicator when the quoting platform indicates there are errors in the VIN. (Enter VIN & select "vindicate")
Using the Vindicator tool can help identify VIN errors.
200
T/F
Prebinding or Pre-sale script is mandatory and must be read verbatim.
True
Pre-Sale scripting is mandatory & must be read verbatim on ALL sales.
200
T/F
An incarcerated spouse does not have to be listed on a sales quote.
False
Named insured's spouse must be listed on the policy, unless legally separated/divorced AND living in a different household
300
What is the correct way to list the address
123 North West Main Avenue
123 N West Main Ave
Abbreviate 2 directionals appearing as 1 word, e.g., Change Northwest Main Ave to NW Main Ave.
When 2 directionals appear before street name, only abbreviate first directional, e.g., change North West Main Ave to N West Main Ave
300
T/F
License type and status are prefilled based on MVR results.
False. Type and Status must be asked on every driver
300
T/F
Custom Parts and Equipment is part of the coverage presentation on a sales quote.
True
In all states beside VA where we do not offer CPE
NC it is listed as Customizing Equipment Coverage CEC
300
T/F
The phone collection script is not required when updating the phone number in a policy
False
States: Aligned
Mandatory Scripts
*Must Read Verbatim
Phone Number:
"May we contact you about the status of your policy, including information about renewals and cancellations, via autodialed calls, texts, and/or pre-recorded messages?"
300
A 20-year-old differently abled child living with parents that cannot drive and does not have a license does not have to be listed on parent's policy on a policy.
False
Any relative/household member who meets the minimum licensing age AND who lives in the named insured's home, even if they do not drive the vehicles.
400
T/F
It is acceptable to use information from an Agency policy if the NI insists on a Direct quote.
False
Follow steps below:
1. Continue with quote.
2. Do not open Agency policy to obtain customer information.
3. Advise customer we need to ask for ALL required information to provide accurate quote.
400
T/F
A spouse is required to be listed on the policy in all states
True
Named insured's spouse must be listed on the policy, unless legally separated/divorced AND living in a different household
400
T/F
If you collect the days driven and miles one way you do not have to disclose the calculated annual mileage to customer.
False
System will calculate annual mileage, confirm with customer
400
T/F
All states have the same Snapshot script/offer.
False
400
T/F
A neighbor that uses an NI's truck to drive to the dump on the first Tuesday of every 4th month does not need to be listed on the policy
False
Any person (relative or non-relative) who regularly operates a vehicle listed on the policy, as determined by facts & circumstances.
Definition of Regular: arranged in or constituting a constant or definite pattern
recurring at uniform intervals
500
Which of the following is not considered Personal information:
The last 4 digits of SS#
The last 4 digits on CC on file
The last 4 digits of phone number on file
The last 4 digits of DL # on file
The last 4 digits of the CC on file.
- Examples of personal information are:
- Address
- Entire debit/credit card & banking information (Last 4 digits can be read for payment purposes only OR when a verified caller asks to confirm a previously saved payment method on file.)
- DOB
- Driver's license number (May be provided if caller is agent or Progressive employee. Follow Verification of Insurance when customer has verified & requested exception.)
- Email address
- Social Security number
- Telephone number (It is not permissible to provide last 4 digits to caller.)
- Restrictions under various privacy laws prohibit release of information that should be known.
500
T/F
All states use the occurrence date for a violation
False
Some states like NJ use the conviction date not the occurrence date.
- Use occurrence date for accidents & comprehensive claims within the past 60 months.
- Use conviction date for all violations within the past 60 months
500
T/F
The vehicle use picklist does not need read if the caller gives you the information first.
False
Ask for primary use of vehicle by reading all picklist options. Provide at least 2 examples of business use
500
T/F
Name on card, relation to NI, phone number and address all need to be collected on a 3rd party payment for Sales and Services.
False, that information is only required on a sale. Anyone can make a payment on an existing policy without providing additional information.
500
All of the following are student criteria except:
unmarried
dependent of NI
child of NI
leasing apartment on Campus
Leasing apartment means the student has established residency outside of the parents' home therefore disqualifying them from student status.
- To be considered a household member student must:
- Be an unmarried dependent, AND
- Have regular access to vehicle(s) OR live at home during extended breaks, between semesters, on holidays, or during summer.
- Unmarried dependent children temporarily away from home will be considered residents if they intend to continue to reside in their parent's household, per policy contract.