Quote Flow
What is the first Triage question that should be asked?
ANSWER: Do you currently have auto insurance?
Quote Flow - Suggested & Mandatory Scripting
What is the first step in determining vehicle use?
ANSWER: Ask for primary use of vehicle by reading all picklist options. Provide at least 2 examples of business use (e.g., sales calls or business errands).
Vehicle Use
An IA customer asks who needs to be listed on their policy. What do you tell them?
ANSWER: Any person (relative/non-relative) that meets the minimum licensing age AND who lives in the named insured's home, even if they do not drive the vehicles. (Review License Number guidelines for minimum license age requirement: IA = 14)
Any person (relative/non-relative) who drives any vehicle on the policy on a regular basis.
Any child who lives away from home AND drives a vehicle listed on the policy.
Any person who is a titled owner for a listed vehicle(s) unless they are not a household member or frequent operator.
Driver Status
How do you present possible savings with Snapshot (when the mobile app and device are available) while quoting your RI customer?
ANSWER: Snapshot is a great program that lets you save today when you sign up, and then lets you shape your rate based on your safe driving habits by using a smartphone app or plug-in device. Although risky driving like hard brakes, late night trips on weekends and handheld phone use could increase your rate, most customers continue to save at renewal. Would you like to start saving with Snapshot?"
Snapshot - 4.01 Mobile & Device
Your IL customer indicates that they have to wait until they get paid tomorrow to purchase the policy. What are your next steps?
ANSWER: 1. Attempt to schedule time for customer to call you back. Otherwise, provide summary of your hours, including time zone.
2. Advise them to have any necessary information to complete binding process, e.g., VIN # or payment information. Do not gather additional information or run MVR.
3. Provide number: 1-800-289-7704, & your 10-digit phone number. Advise your phone number is your unique identifier if they ask for your full name.
Own the Call Procedures
How would you procede with a quote when the customer tells you they do not want to provide their social security number?
ANSWER: Advise: We can complete the quote without your Social Security number; however, we do recommend that this information is included, as it results in a more accurate quote.
*Also Found in: Quote Flow
Social Security Number (SSN)
What liability limits would you select if you have a UT customer that indicates that they drive for Instacart?
ANSWER: Colorado, Georgia, Massachusetts, Minnesota, Utah, Washington: Must be a minimum of 50/100/50.
Ridesharing
Your NH customer indicates that they officially retired last year after 40 years, but spends their time working part time at the local movie theater. How would you code their occupation?
ANSWER: Select Retired (full time) when customer is:
Retired full time OR
Retired & spends time volunteering OR
Officially retired but chooses to work part-time.
Employment/Occupation
When beginning the coverage discussion, what should you ask your AK customer?
ANSWER: "We can start with a ballpark price that you would like to reach and we can put together coverages accordingly." OR
"We can put together coverages that are appropriate for you and then discuss how much they cost. Which would you prefer?"
Name Your Price/Coverage Discussion Guidelines
A DE customer calls back to purchase a quote, you assess their needs and properly verify them to access the quote. Which fields do you next verify, or what is your next step?
ANSWER: None: Do not verify all fields when customer is calling back to revise/purchase policy. Ask if anything has changed, & enter any additional information.
Revised Quote Procedures
You are running a GA quote on 12/3 and the customer indicates that they will be moving on 1/1. What address do you use for the quote?
ANSWER: When customer is certain they will be moving no later than 30 days from the policy effective date:
Use the new address AND ZIP code for the quote. Apply all questions (i.e. household members, homeowner question, etc.) to the new address.
Customer is Moving
While going over annual mileage with a MN customer, the system determines that proof is required. What do you advise your caller?
ANSWER: Advise caller to send in one of the following proof combinations dated within the last 12 months that includes the vehicle's year, make, model, VIN, and odometer reading: 2 documents dated at least 30 days apart. 1 document and a recent (within 30 days) photo of the odometer dated at least 30 days apart.
Annual Mileage
When asking for the gender of a CT customer, they indicate they identify as "nonbinary". How would you code this?
ANSWER: 1. Determine if nonbinary gender option is available for the state.
2. Select "nonbinary," when available. (It is not available in CT)
3. Advise customer gender should match what is listed on their driver's license. Do not select "nonbinary" when license has not been updated.
Suggested Script:
"In order to provide an accurate rate, the gender will need to match what is listed on the driver's license."
Gender
If your MT customer didn't request coverages by price or express a clear interest in carrying specific coverages, asking you to give some options. What coverage package in the quoting application do you start with?
ANSWER: Use the Choice package displayed on the quoting application.
Name Your Price/Coverage Discussion Guidelines
DOUBLE JEOPARDY
A NV customer calls back with a quote number and insists on speaking to "their" sales rep Staci to finish the quote. What do you do?
ANSWER: Once customer calls back & speaks with another consultant, you no longer own the call. Transfers between consultants are not permitted.
Advise the caller the rep is unavailable but all reps have access to the same information so anyone could help them.
When the original rep provided their extension, the customer could also directly dial them after calling the 1-800 number and leave a message.
Own the Call Procedures
What is the mandatory phone number scripting?
ANSWER: (Mandatory and verbatim) "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?"
Quote Flow - Suggested & Mandatory Scripting
What is the process for a State-Assigned VIN in HI?
ANSWER: 1. Choose correct vehicle type, year, make & model from the picklist.
2. Add 1's to the end of the VIN to make it 17 digits in length.
3. Trained on PolicyPro?
Yes:
Access PolicyPro & enter correct VIN.
Document NOTES:
Category: Documentation
Text: State assigned VIN
No: Contact Customer Service after the policy is sold to correct the state assigned VIN to _____. Do not keep the customer on the phone.
Add Vehicles To Your Quote - Determine Vehicle Acceptability & Symbols
DOUBLE JEOPARDY
If a FL customer indicates that they have a foreign drivers license, but cannot provide FDL number or proof (for example lost while moving), what else can be accepted and how would you code it in DAQ?
ANSWER: A non U.S. passport that is not expired can be accepted when a driver cannot provide proof of foreign driver's license. The license fields should be coded as follows:
License Type: Select Foreign driver's license.
Number: Key Passport. For multiple drivers, key as "Passport1", "Passport2", etc.
State: Select applicable country or province. Select International, when not listed.
Follow: License Type to FDL to Licensing state to code properly in DAQ
License Type
You are about to sell an OH auto policy with BI/PD listed as 25/50/25, matching UM limits and comp/coll deductibles of $500. What GL would you utilize to present this information to the customer?
ANSWER: Need to pull the GL and hear them break down the 3 categories and review all coverages selected and not selected.
Coverage Presentation
When a DC customer is calling back to purchase a quote that they saved with a rep 20 minutes ago, do you need to do a coverage presentation again?
ANSWER: Yes: Step 6 states:
Coverage review:
Review coverages both selected AND not selected.
Confirm Snapshot election, if applicable.
Ask if customer has questions.
Revised Quote Procedures
When triaging a NJ customer, If they do not have an acceptable form of payment, should we probe for the ability to get the payment from a friend or family member?
ANSWER: No. If the customer does not have an available binding option, we should refer them to an agent.
Call Triage
While doing a quote for VT, what would you say to confirm the garaging ZIP code?
ANSWER: (Mandatory and Verbatim) Ask: "Do you confirm each vehicle listed is garaged at the location indicated for at least six months (182 days) each year?" Advise: "If the garaging location is intentionally falsified, you understand Progressive will not pay for any vehicle damages or claims & may cancel the policy?"
* Also found in: Quote Flow - Suggested & Mandatory Scripting
Vehicle Location
Your KS customer had a speeding ticket about a year and a half ago. He knows that it happened in May, but can't remember the date. How should you code it?
ANSWER: 05/31/22
When accident or violation date is unknown but customer provides part of the date, follow process.
Month & year: Enter the last day of that month. For example: MM/31/YY
Driving Record
What scripting would you use to take the payment for a PIF customer that was paying with a CC and wanted to set up recurring payments? (Use $500 for amount and today's date for effective date)
ANSWER: Read scipting from Binding Scripting - Pre & Post Sale “On (today’s date) you authorize Progressive to process a payment from your card of $(exact amount) to cover your payment (and prior balance). We also need your authorization today so that Progressive can process all your recurring renewal payments from your card. Payments are scheduled every (6 months starting with your first renewal effective date mm/dd/yy OR 12 months starting with your first renewal date mm/dd/yy) unless you notify us that you wish to cancel these payment transactions or your policy ends. You will be notified of future payment amounts and any changes will be reflected in your payment schedule. We use our electronic authorization line to collect your authorization. You’ll hear some important information and then you can authorize right over the phone. Once you’ve authorized, do not hang up. I’ll need to provide you with your policy number. Do you have any questions before we collect your authorization?"
Binding Scripting - Pre & Post Sale
When do you reread the FCRA script if an AL customer is calling back to purchase their saved quote?
ANSWER: Reread FCRA Scripts only if it is a quote more than 60 days.
* Financial responsibility is rerun after 60 days of last update when revising quote; FCRA scripts must be provided before continuing with quote.
Revised Quote Procedures