Authentication
Who is authorized to make changes on the account?
What is Named Insured or Spouse
"What is this extra $8 Allstate is charging me for every month?"
What is Installment Fee
"I am locked out of my account"
What is Password Reset
"I moved a few streets away and needed to let Allstate know"
What is an Address change
What should be BRANDED on every call?
What is Agent Name & Survey
It comes up at the top of the screen when a caller enters either their policy number, phone number, and DOB
What is a Green CTI Banner
"Can I set up my bill to come out every month automatically on my credit card?"
What is Reacurring Credit Card
"I want to go paperless" (Should be 2 answers)
What is EPolicy & EBill
"I sold my car and need to replace it with a new one."
What endorsement should be created?
What is Adding/removing a vehicle endorsement
"I want to change my deductible amounts on both cars from $500 to $250"
What is Comprehensive & Collision Coverage
Four things you must verify when an Agent calls
What is their Full Name, Agency Name, Agent Number, and VIP Security Code
"I want to add my checking and routing number to my policy so it can automatically come out every month"
What is EZPay
What MUST be verified when sending a password reset link?
What is Email address
"I live in OH and I found new insurance and already tried reaching out to my agent, I just really want to cancel my policy with Allstate
What is Terminate Policy Endorsement
What is a MUST step you do when doing an add/replace vehicle endorsement for a customer?
What is Probing Questions
"Hi, I'm Sarah calling from Lake Norman Toyota Car Lot and needed to verify some information on our clients account"
What is Morgage/Lienholder
"If paid my Policy in full, do I get a Discount?"
What is Pay In Full Discount
What MUST be done if customer is receiving a secured email from Allstate?
What is SecuredEmail
**When sending a SecurEmail set expectations with customer by informing them they will be receiving an email that will prompt them to Log in or register for an account and is document is only good for 14days**
Today is May 3 2020
"I bought a car on April 15 2020 and totally forgot to add it to the insurance, can we get that added today with the date I bought it?"
What is Back Dated Endorsement (BDE)
How does Allstate send documents to a customer?
What is Secure Email, Secure Fax, Direct Mail
*email good for up to 14 days from date it was sent*
*Direct mail expected within 7 business days*
What is the Preferred method of authentication on ALL calls?
What is Full Address & OR...
"Why is the due date different than the effective date?"
What is Accelerated billing
What is the difference between Allstate sending a rest password link vs the customer resetting password online?
What is Security Questions
"I was looking at this car online and I wanted to know if you could tell me how much it would be if I added this car to my policy"
What is What If Scenario Endorsement
****estimates provided only****
What is VERY important to disclose to the customer, after making changes to the policy, at the end of the call? (If there is any)
What is Trailing Documents