General
You receive a call from the named insured to reset their online password. How do you handle?
Take the call.
You receive a call to take a payment. How do you handle?
Take the call.
You receive an unauthenticated call from a member asking to replace a vehicle. how do you handle ?
transfer to agent
You receive a call from a non 360 agent asking for assistance processing a change. agent stating that he's on the road and does not have access at the moment. how do you handle?
Decline to assist due to service contract . advises to call back when he can be walked through the process
You receive a call to add a vehicle, call type is "After Hours". how do you handle?
Take the call
You receive a call from a non 360 agent asking to assist with changing inception date. how do you handle ?
assist
You receive a call from an Agent to waive a late fee on a policy (no prior fees have been waived). How do you handle?
Guide the Agent.
You receive a call from a non 360 agent asking you to email POI to the member. how do you handle ?
Walk agent through process
You receive a call from a frustrated agent asking you look into why the the premium changed, agent states hes looked into it and can not tell. how do you handle?
Walk agent through process to find the reason behind the increase.
You receive an after hours non 360 call asking why her premium went up. how do you handle?
assist .
A member calls to change her address. Call type is "Agency ReRoute". How do you handle?
Take the Call
You receive a call from the Agent to remove RBC. How do you handle?
Take the call.
You receive an unauthenticated call from a non 360 member asking you to file an FS1? how do you handle?
transfer to agency
You receive a call from a non 360 agent asking for assistance in processing a change agent has already called ITSD for system issues and is providing a ticket# . how do you handle?
Process change and obtain ticket number and document.
You receive an AfterHours call from a NON SA 360 member requesting a POI. It is 10AM in the agents time zone. How do you handle?
Take the call, send the POI.
A NON SA 360 member from CA calls to cancel their policy. It is 9 p.m. in the agent's time zone. How do you handle the call.
Transfer to the Agent
You receive a request from a non 360 agent to rebill an account. how do you handle?
assist
You receive a call from a non 360 agent asking for assistance in backdate canceling a property policy 3 months back. how do you handle?
walk agent through process.
you receive a call from a non 360 agnt claiming to have system issues and requesting you assist with making a change. how do you handle?
Offer IT phone number and transfer
You receive an after hours call from a third party on a SA360 policy trying to verify insurance. how do you handle ?
Assist with 1 policy, if the caller has more than one policy, advise additional requests must be handled via the 3rd-party self-service website
You receive a call from the member to add the Farm Bureau discount. How do you handle ?
Transfer to agent
You receive a call from the insured to Take a Payment, but the policy is cancelled and not eligible for reinstatement. How do you handle?
Transfer to the Agent.
You receive a call from a non 360 agent requesting you to service there personal policy. how do you handle ?
refer them back to handle themselves or by another member of their office while offering to walk the agent through how to process the requested item and / or provide job aids in Fugent.
You receive an unauthenticated non 360 call from the member asking for proof of insurance, when offering to transfer to agent member state they just called them and no ones answering. how do you handle?
You receive an afterhours non 360 call from the insured requesting to backdate cancel an auto policy policy more then 30 days. how do you handle ?
refer to agent