State Specifics
A MI customer calls in asking what MCCA stands for on their policy. What does this acronym stand for and how did you find the answer?
Michigan Catastrophic Claims Association
Filtered State MI > Charges/Fees
Customer calls in who is moving from FL to PA, but they do not have an email address. What is the next step?
Refer to agent, do not quote.
Filter to PA > Move Out of State Request (MOOS) Direct > Step 2 Are You Blended - Follow MOOS > Step 6 for PA
In states that offer this option, what gives a Policyholder the option to decide if they want coverage to apply to a particular household member?
Exclusions. Not offered in all states. See GL for steps on how to process. States that do not offer exclusions will state this.
Driver Status -> Exclusions Requirements
A CA customer calls in to cancel their policy because they moved out of the country. Is there a cancel fee in CA and would it apply in this situation?
There is a $50.00 cancel fee in CA. It would not apply since the customer is moving out of the country.
Sales > CA > Fees
What resource can you suggest when a customer needs a rental car, but the situation does not qualify for Rental Reimbursement?
Existing Policyholders can get discounts on rental cars through the PerkShare program.
PerkShare GL
A customer calls in with a Revised Quote in MI. Are there any state specific questions you need to ask when verifying quote details?
Yes -
Mandatory Vehicle Garaging Disclosure
"Do you confirm that each vehicle listed here or added during this policy term will be garaged at the location indicated for at least the next six months (182 days) unless you specifically notify Progressive of a garaging address change?"
"Do you confirm that you understand that Progressive will not pay for any vehicle damages or claims, and may take further action that could include canceling or rescinding your policy if you falsified the garaging location or if you failed to properly update a vehicle garaging location during any term of this policy?"
Health Care Questions (Used to generate PIP coverage recommendation for customer)
Sales Revised Quote Process > Step 5 Verify Quote Details > Michigan
If a VA customer does not wish to purchase the MOOS quote after delivering the rate, do you need to read the Free Look suggested script?
Yes, policies in NC and VA will always follow the Yes response.
MOOS Direct GL -> "Customer Does Not Want to Purchase" section
A Policyholder calls in to ask if they need to add their cousin who is staying with them for the summer (3mos) but is not a regular driver for their car. What section of the GL can you find this answer?
Driver Status -> Frequently Asked Questions (FAQs)
Length of time is a factor int this matter, as well as if they operate the vehicle regularly.
A customer calls in to cancel but does not have another policy for the vehicle yet. You notice the alert "Process cancel if requested" alert on the policy. What steps do you follow for this request?
Answer "No" when determining if call should be transferred to CPT and follow steps to Process Cancel.
Cancel the Policy (Insured Request) GL
What term can you search for in KM to find all state coverage requirements, including Special Lines details?
Search for "Spotlights" to find the coverage requirements for every state.
"Spotlights" search in KM.
A customer in MA calls in to get a quote for their homemade motorcycle that has a state-assigned VIN. Are they able to obtain a quote today?
Yes, MA is the only state listed showing that this case is acceptable.
Special Lines -> Motorcycle product -> Unacceptable Risks
A Named Operator policyholder that is not adding a vehicle calls into obtain a MOOS quote for their upcoming move to NC. Is this a quote you can provide?
Yes, NC rewrite is available for Named Operator policies. All others are referred to Agent (except for CA, FL and MA, which are not to be referred to an Agent).
MOOS Direct GL
An upset parent calls in stating their child was added to their policy without their knowledge. What guideline do you consult in this scenario and how do you handle it?
Verify if child added as YDD, check Youthful Driver Discovered GL, and Consult/Warm Transfer to Assist #230
Search YDD in KM from Policy Guidelines link.
A FL policyholder wants to cancel the policy two weeks into the first term. How is this situation handled?
Policies in FL cannot be canceled during the first 60 days of inception except for specific reasons.
Step 2 of FL Cancel the Policy (Insured Request) GL under Cancel the Policy section.
A customer calls in to obtain a quote and uses the phrase "as low as $39/mo" but is surprised when their quote is not that rate. What guideline can you use to explain how that offer works?
Search for "Direct Mail Samples" to read the verbiage on the mailers and terms for this offer.
Sales or Service -> Direct Mail Samples GL
A customer has received a notice that their policy was ceded to the state of NC and has questions about what this means. Where can you find this information?
Search for "Cession" in KM, using policy GL link.
North Carolina state specific GL.
How is the effective date determined for a MOOS quote for a policyholder moving to HI?
Probe for shipping status of the vehicle. Depending on if the vehicle has been shipped, is in transit or if it has arrived, it will be possible to determine best start date.
MOOS GL -> Step 5 -> Yes to "Did customer move to Hawaii?"
A policyholder calls in about deleting a driver that was added, but you are unable to make the change. What section do you consult for steps to handle this request?
Driver Status -> Insured Driver - Restricted Status
When a policy has been cancelled for nonpayment, how long does the option to reinstate with a SONL (Statement of No Loss) remain available?
The option to reinstate with SONL may only be available for up to 30 days after cancel effective date. (California Drive, Missouri and New York may only have option available for up to 7 days.)
Nonpayment Reinstatement - SONL GL
Which states do not participate in the Loyalty Rewards Program?
Alaska, California, Hawaii and North Carolina. Basic policies in New Jersey do not participate.
Loyalty Rewards Program GL
What form does a policyholder in NJ need to complete to change their Standard Policy vehicle's deductibles from $500 to $1000?
The Coverage Selection Form must be completed and signed to make this change.
NJ Services GL -> Coverage Selection Form
Which state has an "extraordinary life circumstance" clause in the FCRA scripts?
CT FCRA script includes the clause "You may request that we consider an extraordinary life circumstance if it has adversely affected your credit history" in the FCRA script.
MOOS Direct GL -> FCRA Scripts -> CT
What status can a driver use when they are being sent out of the country, meaning not in any state of the US, territories or possessions of the USA?
In states that offer this option, List Only status with the "Military deployed overseas" option would work.
Driver Status GL -> List Only Requirements section -> List Only Driver Reasons to determine eligibility
A customer calls in to ask about reinstatement but is not sure what the terms mean or what option might be best for them. What resource may help and where can it be located?
The "Nonpayment Reinstatement - Customer Unsure/Wants More Information" GL can be found in the FAQs (Frequently Asked Questions) section of the Nonpayment Reinstatement - SONL GL.
A customer calls in to give feedback on a commercial they just saw on TV. What is the name for the guideline that can assist in this scenario?
The Advertising/Media/Vendor/Donation Calls GL can provide assistance for calls that deal with customer inquiries about commercials, becoming a vendor, and giving feedback on charities.