USAA Call Flow Part 1
USAA Call Flow Part 2
Umbrella Policy
Customer Questions
MOOS
100
Greeting for an incoming call with a "whisper" feature that says "USAA call" is heard?
What is, Thank you for calling Progressive Insurance, serving USAA members, this is (your name). Progressive works with USAA to provide specialty coverage for their members. When purchased, your insurance will be underwritten by Progressive; however, USAA will be listed as your agent."
100
Say this when you collect the USAA Member Number or know the customer's rank.
What is "Thank you for your service?"
100
Customer has an Umbrella policy and is quoting for a Boat.
What are Limits of liability of 300/500/100 OR 300 CSL?
100
True or False: Consultants have access to USAA member account information and personal information.
False: Due to privacy laws, I will not have access to your USAA account information on file so I ‘ll have to ask you some basic questions
100
True or False: USAA trained consultants must transfer USAA MOOS.
False: USAA trained consultants can quote USAA MOOS.
200
True or False: Do we confirm a caller a USAA member, USAA family member, OR an eligible USAA member.
True: address member by their rank (if applicable), AND thank member for their service
200
Consultant is on the payment screen and must ask the USAA member a question.
What is Offer to take initial payment with member's USAA credit card.
200
USAA customer has an Umbrella Policy and is quoting for a MC or RV.
What are the Motorcycle OR Motor Home Liability limits of liability of at least 250/500/100?
200
Customer asks What is an Umbrella Policy?
What is a policy that adds an additional layer of liability protection over and above the amount offered on an auto policy (up to 1 million or higher)?
200
True or False: USAA trained Consultants must read the FCRA scripting of the state the customer is moving to?
True: USAA Consultants must read the FCRA scripting for the new state.
300
I am not available on VRU
What is a FCRA scripting?
300
Customer is interested in Online Services.
How can Direct USAA Special Lines customers access? Access their policy 3 different ways:
- Directly through usaa.com member dashboard.
Note: Member is able to access their Progressive policy in OLS through usaa.com without having to enter their Progressive credentials, after the initial login. - By typing the "www.progressive.com/usaa" URL into their browser, or
- Via a link from Progressive's new business emails
300
Customer has an Umbrella Policy and lives in Florida.
What is UM/UIM limits of 300 CSL or 500 CSL where 300 is not available.
300
True or False: We can cross sell Auto or PHA to USAA members
False: We cannot cross sell Auto or PHA. Refer back to USAA for an Auto or PHA quote.
300
The process to follow for Disappearing Deductible amounts so it will apply to a new policy if an insured moves out of state.
What is Contacting Customer Service after the policy is sold to request to edit Disappearing Deductibles Claims Free Years to apply correct Disappearing Deductible level due to MOOS Rewrite. Do not keep the customer on the phone.
400
Customer needs Liability for their Special Lines policy.
What is an Umbrella policy?
400
Consultant closes the call by making this statement.
What is Close the call with “Thank you for calling Progressive for USAA members."
400
Customer advises Umbrella policy covers UM/UIM as well as Liability.
What is UM/UIM limits of 300 CSL or 500 CSL where 300 is not available.
400
This information may be helpful in relating with USAA members as well as in assisting them if they need help in finding their USAA member number on the App or Policy Pro for an existing policy.
Where are the customers initial in the upper right-hand corner of the USAA app.
Where is the menu in Policy Pro, where is customer information, where is customer Membership number?
400
Provide an example of a move out-of-state situation.
What is:
- An insured's current policy is in its 3rd year, and the $1000 deductibles have been reduced to $500.
- The insured has moved out of state and is purchasing a new policy with Disappearing Deductibles.
- The insured's new policy is sold with the Disappearing Deductibles at $1000. Customer Service is contacted to edit the Disappearing Deductibles to $500.
500
Enter this in the "Member Number" field in quoting system.
What is the USAA Member Number?
500
Customer does not have their USAA member number, use this format.
What is the following format:
- MMDDYYYY, and
- Add one zero
- Example of a Member Number as DOB: If date of birth is September 17, 1965 the Member Number is 091719650.
- If the Member Number is available but less than 9 digits: Include leading zeros at the beginning of the number to make it 9 digits
500
Following states require UM/UIM limits must be 300 CSL or 500 CSL where 300 is not available.
Who is Florida, Indiana, Louisiana, New Hampshire, or Vermont?
500
USAA Member asks where they ca see if they have an Umbrella Policy, we give the following advise/directions.
What are the instructions on how to advise a USAA member to view their Umbrella Policy/Coverages?
1.Log into usaa.com
2.Home page populates
3.Scroll down to Insurance and click Umbrella Insurance
4.Policy Summary will load
5.In Policy Summary Screen, Policy Details section shows coverages and underlying exposures (drivers, vehicles, property, watercraft)
500
True or False: Marine electronics or trailer only claims will reset Disappearing Deductibles.
True: Trailer and marine electronics claims no longer have separate deductibles and will reset Disappearing Deductibles.