Resources
What information do you need to verify when a dealer calls in?
1. Policy Number
2. Policyholder's Name
3. Last five digits of VIN
Where is the most efficient place to verify the last 5 digits of a VIN when dealer is calling in?
Portfolio > Verification Information >VIN
"Hey, you guys took two payments out of my account, and I need that money back! I did not give you guys permission to do that!!
GOOD JOB!!
You have a "Just for you " alert for Homeowners after you updated the policyholder's new card to autopay?
FANTASTIC!!!
A ph is requesting more time after having already postponed payment. You need to discount them from autopay temporarily. What you that sound like?
PERFECT!
No one is on the line at the start of the call, (static, dead air, no background noise). What do you say?
KT Open-Air Calls
"If someone is on the line, I’m unable to hear you. Please visit us online at geico.com or call 1-800-841-3000 for assistance"
*Release the call if there is no response. *
Where would you go to send a "contact us" email?
counselor initiated email
view policy > menu> policy> documents & ID cards >communication center > counselor Initiated email
"I recently lost my job, and I know my policy is pending cancellation for today, but I get my first check tomorrow. I'm just trying to see if you can give me just one more day and I could pay it."
WAY TO GO!!!!!!
Internal Use Only: it means see notes
You just finished updating policyholders new card for autopay, what would your call closing sound like?
I love it!!
What information do you need to verify when a officer calls in?
1.Policy Number
2. Policyholder's Name
3. officer's name, badge #, Precinct (Document policy notes)
Where do you go to postpone/pause a payment?
Billing Summary
"I've been trying to make my payment online, but I keep getting a message that I've reached my maximum attempts, I'm not sure what to do??"
AMAZING!!
A policy has alert that say's "Maximum Card Attempts, card attempts has reached maximum limit. Please use an existing card on file or a checking account." What would you say to you policyholder?
You got it!!!
A policyholder comes on the line and right away asks for a supervisor, what should say/do?
Okaaayyyy!!!
If a parent calls in and requests to remove their bank information from their child's policy, can we do that? (they are not on policy and are not an authorized user)
yes.
-we would attempt to call the PH and advise the disconnect
-if we can't not reach ph we will leave voice mail advising new payment method needed to remain on auto pay and send CIE to contact us
The policyholder needs us to see is his account is blocked; he can't get online. Where do you go?
Admin
On the "Search for a customer" screen
"I need to pay my bill"
I LOVE IT!!
You policy has an alert that says " Your payment can't be processed with the information provided. Please verify we have the right information. You can also try using a different card" what would you say to the policyholder."
That's what I wanna hear!!!!
A policyholder requested to be removed from autopay permanently and wants to go to paying monthly on his own. What would that conversation sound like?
SWEET!!!
Where can you find a visual Geico Mobile App walk-through in knowledge tool?
search "The Geico Mobile App"
When you need to disconnect the policyholder from autopay temporarily what is the most efficient way to do that?
Payment Methods
"OMG finally I get a real person, just to let you know you automative system sucks! Anyways, I just need to remove a vehicle."
WOOT WOOT !!!
You get an alert that says "Agent not licensed for state" what can you handle on this policy?
Make a payment/billing
sending ID Card and Binders
A policyholder is on a pending cancelation notice and today is the last day to pay before it cancels, he explained he doesn't get paid till tomorrow. What would that conversation sound like?
Wish, Hope, Glad