Authentication Questions
A person or people authorized to authenticate and make changes on the account (non-third party)
Who is Named Insured or Spouse?
"I want to use my checking account for automatic payments."
RA: Easy Pay Plan (EZP)
"I moved a few streets away and needed to let Allstate know."
RA: Address Change / Corrections
"I need to change the start date of my auto policy from 07/04/2023 to 06/29/2023."
RA: Cancel Rewrite - Policy Inception Date Change
"i live in california why is my renewal so high."
Handle - CA is on equity billing RA: CA Billing
This banner color and type shows in 1View when a caller uses the one-time PIN to authenticate through our IVR
What is a Green CTI Banner?
"What is this fee I'm being charged each month I'm making my payments?"
RA: Installment Fees
"I sold my car and need to replace it with a new one. I'm in Maine."
RA: Add/Replace Vehicle, Motorcycle, Off-Road Vehicle, Motorhome, Boat, Trailer
"I'm calling from a rental car company, and I need to verify insurance for a customer."
RA: Non-Customer Third Party Caller Main Page - Rental Car Company
"i want to terminate me policy i live in LA."
RA:termination process- must be written
A financing company who holds the loan for the property (home, condominium, mobile/manufactured home) and who has the legal right to take possession of the property or sell it.
What is a mortgagee?
"Why am I receiving two renewal bills on my auto policy?"
RA: Billing in California
"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."
RA: Termination Process
"Why did my bill go up?" (policy is not at renewal)
RA: Mid-Term Billing and Premium Change
"i want to remove this car from my NY policy."
Handle - need FS6t receipt RA:remove vehicle
A required piece of authenticating information in NY Lines 10, 19, and 16
What is the last 4 of the driver's license?
"Why do I owe money after I terminated my boat policy? I paid it in full."
RA: Short Rate Terminations
Today is June 16 2023
"I bought a car on April 15 2023 and totally forgot to add it to the insurance, can we get that added today with the date I bought it?"
RA: Backdated Endorsements (BDE)
"I got a letter saying, 'Sorry, we're unable to provide the insurance you requested.' Also something about my credit. I need to know why I got this."
RA: Fair Credit Reporting Act (FCRA) letter
"why has my renewal increase on my MI auto policy"
handle- pip may have been added and needs to be verified each renewal - RA: MI PIP main page
These pieces of authenticating information should be gathered if both the email and the phone number are missing from 1View
What is the date of birth and full address?
"I was told I would get a refund but haven't gotten it yet. What is the status of that?"
RA: billing and payment main page- refund section.
"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****
"i just upgraded my bathroom and my kitchen and i need to change my policy to show this."
RA: property endorsements requiring proof.
"i need a 2a form for my MA policy"
handle- Transfer
RA- Massachusetts (MA) State Specific Processes