Billing, Billing, Billing
Calling All Auto Specialists
Delivering Peace of Mind
Drive to Digital
What Would You Do?
Entering the Unknown
100
In what four situations does Billing Operations prefer you use the FOF form to request updates instead of contacting them via phone or chat?
Billing Operations - HELP-159763 
100
NY Customer:
Jack called to add a third car to his policy. This vehicle is registered to him and his son and kept at their home address. The other two vehicles are registered to him and his wife. Explain how you take ownership for Mr. Stanton and frame your call.
YOU GET A LEAD!!!
Registration Rules - NY - HELP-156494
100
Stella is an Advanced agent and it has been a while since she received a call about eService. She isn't confident in what she should handle vs. what she should transfer to the eService Support team.
What KC HELP article explains in detail what she should retain for eService and RightTrack vs. what she should transfer?
What the Expanded Plus, RightTrack, ByMile Team Handles - HELP-158974
There are additional details provided for RightTrack in the Connect Guided Help
100
Name four things customers can do to manage their policies via the LM Mobile App.
KM1009719
View policy, documents, and claims.- Email documents.
- Make simple policy changes (i.e. add driver, change address).
- eSign documents.
100
Your power went out, and you were on the phone with a customer; what do you do?
Network Supervisor Hotline Procedure - CSR Expectations - HELP-162715
100
What does "ADR" mean?
Address!!
Glossary of Acronyms, Abbreviations, and Insurance Definitions - HELP-153895
200
Myra hasn't proactively offered EFT and is looking for a list of benefits she can highlight during her discussions.
What KC HELP article lists RCC and EFT benefits that she can review to build expertise and educate her customers on these options?
EFT and RCC Autopay Benefits - HELP-163786
200
What KC HELP article is your one-stop shop for all Right Track servicing needs?
HINT: This article links all the KC articles Core agents will need to help their customers.
RightTrack & ByMile At a Glance: CORE Teams - Multi-State - HELP-165247
200
Stan spoke up in huddle and mentioned that he often has difficulty finding billing processes in the KC. He lacks confidence in billing, gets nervous with a customer waiting, and isn't sure what to search for to find what he needs.
What KC HELP article can he bookmark and use to find links to various billing articles for support?
Billing At a Glance - HELP-165421
200
What types of policy alerts can customers receive if they sign up for text alerts?
eService Customer Text Alerts - Countrywide - HELP-152266
200
Alberta knows her policy was canceled yesterday due to nonpayment, but she says she can pay in full for the full year if we reinstate it today.
1. Her policy is not eligible for reinstatement due to returned payments.
2. The Non-pay notice was for $444.44 and was due yesterday.
What do you need to do before connecting her with RW to quote a new policy?
Non-Pay Reinstatement Checklist - HELP-151499
200
What is the abbreviation for Liability?
Glossary of Acronyms, Abbreviations, and Insurance Definitions - HELP-153895
LIAB
300
Mary called to advise that we took $65.25 off her American Express card on 2/23/2025. She can see it in her account with them, but the payment isn't showing in her eService account with us.
You checked CBS, and it doesn't show a payment, either. How do you help her?
Cash Locate / Misapplied Payment Process - HELP-157168
300
Sandra called to cancel her auto policy with us, she also has a PLP policy. How do you respond? What are your next steps?
PLP Underlying Policy Cancellation Surcharge - HELP-165618
300
Mariah called to sub vehicles on her MA auto policy today, but she is getting new plates and hasn't deactivated her old ones.
She's leaving for vacation tomorrow and has a lot on her plate. How can you help her direct and indirect needs and promote FCR?
Plate Return - MA - HELP-157889
Let her know you will add the new car now and email her a link to cancel her registration on the old ones. Then she can reply to the email with vehicle details and we will remove the car for her. No need to call back!!
You can even set her up for text notifications and we will text her on vacation to reassure her the change has been processed!
300
What types of billing alerts will a customer get if they sign up for Text Alerts? (Must name all 4)
eService Customer Text Alerts - Countrywide - HELP-152266
300
Julio started a policy with another company two years ago and is mad we never canceled his policy. There aren't any policy comments showing that we received a request to cancel. What do you do?
Backdated Cancellations - LM - HELP-163604
300
What is our abbreviation for "question"?
Glossary of Acronyms, Abbreviations, and Insurance Definitions - HELP-153895
400
I am on Direct Bill in Texas, but I am concerned I won't have money to pay my auto bill on time. You told me to set up text message notifications as a reminder—great advice!
Is there a late fee? Will my policy cancel? What details can you provide to give me peace of mind?
$6 late fee applied 5th calendar day after the bill due date and we will send a xcl notice. They have 15 days to pay a cancellation notice before the policy will be canceled.
Billing Timeline - Direct Bill - HELP-166191 
Direct Bill, RCC, and EFT Billing Fees - HELP-162785
Cancellation Timeline - HELP-156087
400
I received an UW cancellation because of my (resident) son's accidents. I advise I will not let him drive my car ever again and demand you remove him from my NY auto policy. I would also like you to rescind the cancellation. What do you do?
Underwriting Cancellations and Appeals - HELP-168290 
Guided Help | Unlisted or Restricted Operator Requirements ORE Guided Help
400
Sandra is calling to say that she bought a new camping trailer. She said it isn't worth much, so she isn't worried about coverage for physical damage. She wonders what would happen if it came unhooked and hit something or someone. How can she pay for that coverage?
Liability is extended from the vehicle pulling it.
Campers and Trailers - Multi-state - HELP-166742
400
Manny signed up for an auto policy with us last year. He called in to ask why the paperless policy discount was removed from his renewal when he didn't request this change.
What likely happened to Manny's policy? Why would the discount be removed from his first renewal without him asking?
Paperless Discount - Auto - HELP-162052
400
Karla cancelled her renters policy with you, and you are trying to remove the MPD from her and her sister's shared California auto policy.
You updated her address in CMT to show "insured with with another carrier" and updated this field for her in CF as well.
After processing the change, you refresh CSW and see the MPD is still applied. What do you do?
Removing the Multi-Policy Discount - HELP-222490
Check to make sure CMT and the residential address listing in CF for BOTH named insureds must show as "insured with another carrier".
Check CF under her sister's name as well.
400
What does the abbreviation CCs stand for?
Comment Guidelines: Abbreviations, Hot Keys, and Call Handling Tips - HELP-157820
Cubic Centimeters