Effort
What you do when the client is changing insurance
Offer to call out to the agent or insurance company. Or to use the b2b site
MY policy cancelled because you guys did not pay it .
I'm sorry let me look at this and see how i can make it right
Client changed insurance. You called out to obtain the new policy and took a verbal and paid the policy. Was this an effective resolution ?
Yes, Effective resolution
Call is wrapping up what do you say to the client
Did you have anymore questions
Lpi lapse in coverage letter received. Lpi cycle still in process
advise of lpi 2nd letter and the time frames
Client has advised of a cancellation due to non payment what do you do.
Call insco/agent and see if the policy can be reinstated
My Husband/wife died i have no idea what i am doing with this insurance stuff.
I'm very sorry for your loss. Let me help you gain some understanding
Active lpi placed but policy needs paid. No documents obtained. What do you do?
Give MCI.com to send in docs. Emails or call agents and have docs sent in. Look for Docs on b2b websites.
Client is indicating they are ready to get off of the call but you still have questions for the client.
Advise of MCI.com and ask if there are more question
Client has done a mid term change, received the letter and wants an explanation.
Advised the client the letter goes out when insurance is escrowed and there is a change. Advise to cancel all policies and place any refunds in escrow
My house burnt to the ground and i need to file a claim
I am so sorry to hear about the fire. Let me get you oer where you need to go to make a claim.
Bulk check sent out but not cashed yet. client wants the refund what do you advise?
Call out to the insurance company to ask if they have the check and when they are sending the refunds.
Client asks to get transferred to servicing team how do you close the call
Provide the contact # before the transfer and ask if there are more insurance questions to be asked.
Client received a lpi policy and wants to know what is covered by the policy
Advise just the structure of the home will be covered and the policy will be more expensive that a normal policy
Client wants us to stop a payment that has not been issued yet
Stop the payment and place a disbursement stop if client is changing carriers
I just found out i am going to have a baby so i need the # to my homeowners insurance
Congratulations on the new baby. Let me give you that # for you to call them . do you need your policy # as well?
Client has called in for information about his homeowners policy. What do you give him
policy # effective dates, Coverages and premium amount. You can also give them the ph # of the ins co or agent for further questions
Client has advised that they have no more questions before you could ask the same question
Make sure the client knows about MCI.com and thank the client for calling
Client received a refund does it need to go back in the escrow
provide all 4 refund options
Client wants us to lower the price of an lpi policy
Advise they are written by a 3rd party and we have no control over the price of the policy
Client is yelling and is getting very angry what do you do ?
Talk in an even smooth tone and keep calm, Try and deescalate
How do i get a document that i have to you ?
Offer MCI.com or the Rocketmortgage@mycoverageinfo.com email.
Caller has advised they wish to be transferred to you supervisor. how do you do that ?
Warm transfer to either Resolutions or to a team lead or manager
LPI hazard letter time frames
66 days before policy placement