Guidelines
Unlisted spouse calls to add vehicle. What guideline will you use?
Caller Verification Guideline
Customer made payment at 11:59pm the day of cancellation. Did the policy reinstate?
Yes.
Customer wants a full coverage policy. What is included in that?
THERE IS NO SUCH THING AS FULL COVERAGE! *SIGH*
BI/PD coverage with comprehensive & Collison
If the NI's vehicle is totaled, can the vehicle only be dropped on the notification date?
No, it be backdated effective date of loss, +1 day.
Is a photo of a driveway acceptable for POGA?
Absolutely!
NOT! :)
Customer uses profanity, what GL would you use before you yeet that call into the ether?
Handling Abusive Calls
What 3 Campaigns do RTO call out for?
Non-pay Cancels
Renewals
Fulfillments
What is PBV?
Pre-Binding Verification
A Pennsylvania customer calls to change due date for the last installment on the current term. What guideline applies? Are you able to change that due date
Change Bill Due Date Guideline
Last Installment Due Date Change Acceptability Chart
No, you cannot change the due date.
What are the 3 W's we cover in calling out in this campaign?
What -is needed (FF items)
When- Deadline
Why- Explanation of item in detail/example of proof
Can the Named Insured transfer coverage from their Progressive policy over to a rental vehicle for vacation through Enterprise?
Yes. Coverage Transfer GL
Underwriting note on policy for current term stating there is a claims investigation for misrepresentation. Do we callout, yes or no?
No.
In MI, if customer requests minimum liability or specialized PIP medical coverage, can policy be sold same day?
No, forms have to be sent to NI to sign/proof provided. Turnaround time is up to 3 business days.
An Ohio customer calls to change address, now lives in Virginia. What guidelines would you use?
Move Out of State Requests
Vehicle Location
If the spouse is being excluded, can the driver exclusion form still be signed electronically?
No.
Customer is furious about rate increase at renewal, what GL is used to help determine how to explain this to the customer?
Handling Abusive Calls
Can we schedule a payment for the customer if their automatic card declined?
No. Scheduled payments GL advises payment should not be scheduled if due to returned payment or declined payment.
What is a FCRA Script and when is it provided?
Fair Credit Reporting Act is provided before the sales quote is provided to advised of the customer's personal information for the basis of the quote
True or False: We can add a trailer to the NI's existing auto policy.
False.
If a customer provided POP for follow-up, what three main things are needed to be included in the proof?
PNI/Spouses name
PD Coverage
Coverage Period
Florida customer cannot pay renewal on time and asks for more time. What guideline should you use to answer her?
Effective Date Binding Renewals
What is the last thing we must tell the interpreter before the call is over.
End call & Stop clock on charge
When are the reports pulled to verify the quote?
Prior to purchasing the policy, on the screen when email, phone numbers, vins, license numbers, AI's/LH's and start date info is given the reports are ran after you press continue.
Depending on the state, if a customer calls in the middle of a term because a accident has reached it allotted period of chargeable points, is it possible that those points can be removed before renewal?
Yes, possibly.
Aged Accident/Violation Override
Driving Record
In North Carolina if a valid driver's license is provided for POGA, is a callout still required?
No, state specific, driver's license can be the only acceptable proof provided for POGA.