PHONES
What should I do if there is 'dead air?'
What is put the caller on hold or make small talk with them.
Can I email blank documents to customers? (i.e., bene change form, name change form, etc)?
What is yes
What should I do if there is no signature on a request form?
What is send a requirements letter.
Where can I find who the payor on a policy is?
What is the Roles tab.
Where can I find SI related procedures?
What is the Life Customer Experience website, then Life Direct Procedures
What information do I need to verify with the customer?
What is the last 4 digits of their SSN (DOB if last 4 of SSN is not in the system).
Can I give policy info via email to the customer?
What is no.
What is, Panels, Batches, Upload document, enter the required fields, Commit Batch.
What is the Transaction tab.
How does our team divide the tasks in DocFinity?
If a customer is providing their bank/CC info, what do I need to do?
What is click secure pause.
Can I give policy info via email to an agent?
What is yes.
What should I do if I don't know how to complete a task in DocFinity?
What is read the procedure, then ask for help.
Which tab should I go to verify the next billing date?
What is the Billing tab.
What is the Claims department, extension 73314
Can I give policy information to anyone who calls in?
What is no, only the owner.
What email address do I send defects to?
What is lifedirect@amfam.com
Am I able to email a request form to a customer directly from DocFinity?
What is yes.
What is the Roles tab.
What should I do if I have a customer that doesn't speak English?
What is call the language line 1-833-419-0445
What should I verify with the customer at the end of the call?
What is verify bene info.
When I send defect emails to lifedirect@amfam.com, what other info should I send with it?
What is screenshots and detailed info.
What is search for the policy in the search bar, then look under search results.
What kind of information can I see on the Coverages tab?
What is the face amount, expiration date, status, plan code, rate class, premium amount etc.
What are our hours of operation?
M-F 8am-5pm CST