Common Compliance Exceptions
This needs to be read when creating a new ECRM page
KA107789
What is DNS?
Note: Note: A pop up will appear after the customer is created, however it will not appear for former customers or previously insured customers so be sure to review it with them as well.
Read this before binding to confirm callers consent to accept this discount.
KA109310
What is DSS disclosure?
Note after the disclosure: We will mail you a beacon for free that you will need to set up and pair to your eligible smartphone through the Drive Safe & Save app. Mileage driven and certain driving characteristics will determine the amount of your discount at each renewal. Drive Safe & Save is always a discount and will not increase your rate. PRO102167
Ask the caller before binding a raw new policy if they would like to proceed and receive this in the later.
KA107789
What is State Farm's Notice of Privacy?
Note: Only the person calling needs to hear this information. Customers with an active policy who make a purchase in a new product line are not considered new or former customers.
Vehicle information supplied too early in the call
What is ECRM Scratch Pad?
Note: eliminates additional requests for the same information
DNS
KA107789
What you read so a new or former customer can decide how their information is shared?
Read this when Mom calls son to the phone to get auto quote
KA100153
What is M&R?
Note: at the first opportunity, within 30 seconds (if possible), you must read the new disclaimer whenever a third party joins any call that requires you to access a separate customer profile or create a profile with State Farm® since they were not on the beginning of the call
Read before saving information in ECRM
KA107789
What is DNS?
Note: on the New Individual Account tab, in the Preferences section select the customer’s sharing preference (Share or Do Not Share).
Prior to taking a payment to start a new policy
KA108702
What is: "Do I have your permission to process this payment?
Note: When the Submitted Successfully page displays, offer to supply the reference number for the payment
this information cannot be noted anywhere except in the correct field when creating an ECRM page
PRO102167
What is Sensitive or Non-public information?
Note: nonpublic personal information (NPI) and sensitive personal information (SPI) cannot be placed into free-form electronic mediums such as email or scratch pad.
Notice of Privacy
KA107789
What is sent to the new customer either by email, mail or available on SF.com?
You read this when you get a call transferred from another SF dept for an auto or Fire quote
PRO102120
What is Consumer Reports?
Note: Disregard the disclosures that appear in Integrated Auto and NECHO for now.
When someone new joins a call and we are collecting their information to create and ECRM page
KA100153
What is M&R?
Note: Not required if customer hands the phone to a third-party dealership employee who provides you with the information needed in order to proceed. After information is provided, the third party hands the phone back to the customer.
Prior to sending an email to a caller who's ECRM page already existed.
KA108549
What is "can you confirm the email address you wish to have the email sent to"?
Note: Do not provide hints to assist the customer, including reading any portion of the email address to the customer first.
Can only be entered in the payment screen when ready to process a payment.
What is credit card information?
M&R
KA100153
What is: "a legally required statement on the possibility of the call being monitored or recorded"
Read this when John Smith calls in from CA but requests and auto quote in NV
PRO102120
What is State Specific consumer reports?
Note: If a customer requests a quote for a different state, make certain to read them the disclosure for that state if it differs
Before binding a policy in NY, we need to let the caller know about our commission etc. prior to binding
KA107400
What is New York 194 disclosure?
Note: To comply with the regulation, all specialists must read the disclosure statement at (or prior to) the time of application.
Nonpublic or Sensitive Personal Information given to early in a call.
PRO102167
What is "I have nowhere as yet to record this information but will be asking you to supply it later"?
Note: nonpublic personal information (NPI) and sensitive personal information (SPI) cannot be placed into free-form electronic mediums such as email or scratch pad.
Create an ECRM page for the additional named insured, no need to read DNS.
What is adding a spouse to a Fire quote?
Standard Verification and Authentication
PRO101940
PRO10039
What does privacy laws require prior to accessing and discussing customer information?
Consumer Reporting Agency (CRA) did not make the decision to take the adverse action and is unable to provide the consumer the specific reasons why the adverse action was taken. An individual’s right to dispute the accuracy or completeness of any information the CRA furnished and the person’s right to a free report from the CRA, within 60 days, if the person asks for it PRO102167
What is required verbiage when a caller is ineligible for a State Farm auto policy in states that do not require a written declination?
Note: Do not proactively offer to send a declination letter. All federal requirements are met when the steps have been followed
Read the disclaimer after the interpreter joins the call to translate the disclaimer.
KA100153
What is M&R?
Note: When using language line, M&R is also read to the interpreter as well as for translation to the caller
I am sorry I cannot repeat that information back to you.
KA107578
What is "can you read that card number back to me please"?
Note: Please do not repeat SPI and NPI data back to customers. Refer to the Types of Personal Information as an additional reference.
a date recorded by itself is just a date but this additional information make it SPI - record in the correct field when creating ECRM page.
KA107578
What is: A DOB combined with a name in a specific state?
Note: Date of birth (DOB) by itself is just a date, combined with additional information depending on the information changes the level of protection required
Types of Personal Information, SPI and NPI
KA107578
What is not recording or repeating DOB, DL, SSN, credit card info etc?