Week 2 Jeopardy

Documentation

100

This document serves as a welcome packet to all new customers.

Pre-Issuance package

200

This document is generated and sent out to the customer along with their permanent ID cards.

Declarations Page

300

Customer wants a Pre-issuance package MAILED to them; what steps you will follow to complete this request?

• Verify address in Policy View, including spelling.
  • Endorse Address change if needed.
  • Create a follow up activity to the Fulfillment department.
  • Select Re-mail Customer Pre-Issuance Package/Trailing Documents for the Follow-Up Reason.
  • Select the correct policy number.
  • Include verified address in the task notes.
  • Set the customer’s expectations by telling them that they should receive the document in 7 to 10 business days.

400

Customers typically request this document when they leave Allstate and need to furnish history of loss experience and dates to qualify for new insurance.

Letter of Experience (LOE)

500

What document the customer refers to when they ask for a binder?

Service Request

Recurrent Payment Method

100

Payment is withdrawn for the customer's checking account on this type of recurrent payment plan.

Easy Pay Plan (EZP)

200

What will happen if a customer makes a payment with a Credit Card while enrolled on EZP?

 The customer will be automatically removed from the Easy Pay Plan

300

What is the required timeframe to suspend the EZP withdrawal on an active policy?

Easy Pay suspensions must be processed before 5:00 PM EST the day of withdrawal.

400

What is the process for changing the payment method from EZP to RCC?

It's a two step process:

They must first be unenrolled from their current payment method.

• 
  After the policy is no longer enrolled in that payment method, the customer will see the option to enroll in the available methods of their choice on MyAccount / mobile app. 

500

What would happen if a customer has 2 return checks in 12 months?

Customer will be unable to pay by any sort of bank draft, set up Easy Pay or schedule a Recurring Credit Card Payment for 13 months. 

RA -EZP/ Features, Benefits, Eligibility

Endorsements

100

What information will you need to gather from the customer in order to add/replace a vehicle?

• Model year
• Make
• Model and sub-model
• VIN 
• Odometer reading (Only applicable in California, Florida, Georgia, Iowa, Maryland, Montana, North Dakota, New Jersey, Pennsylvania, South Dakota, Texas (except Line 10 Company 27), Virginia, Vermont, Wisconsin, and Wyoming).
• Name of lease and/or lienholder (if applicable)

200

What lines and companies require an exact odometer reading?

• CA all lines and companies
• FL and PA 10 company 27 (AFCIC)
• GA, VA, and WI - line 10 company 65 (AP&C)
• MD - line19 company 60 (AI)
• NJ – line 10 company 386 (ANJP&C)

300

You must STOP and transfer to LS if the customer needs to add a vehicle on one of these states (you are an UL rep)

Florida, Massachusetts, Michigan, or New Jersey

400

What is the website you can use to verify the VIN?

 IIHS website. 

RA- Vehicle Identification Numbers (VINs)

500

What is the requirement for suspending coverage in the state of NY?

Residents are required to surrender (turn in) plates to the NY DMV when suspending coverage on a vehicle.

Accounting Services

100

What system will you use if customer lost a refund check and is requesting a new one?

Web Service Request- WSR

200

Where can you view the refund check information?

BET

300

how many days does the customer need to wait before we can send a refund request for non-verified payment methods? (e-check, EZP, check via direct mail)

7 days minimum 

For requests where payment has been posted 6 days no proof is required, Accounting will hold WSR until 7th day.

 

RA 

Refunds and Accounting Service Requests/ New Refund

400

How long does the customer have to cash the refund check before it is expired? 

180 days

500

What is the process you need to follow when the customer cannot provide proof immediately? 

• 1. Provide customer with details of what documentation we require to be submitted to us for proof.

  2. Explain that the proof must be faxed or emailed to the Endorsement Support (SPL) via Fax Number (866-546-9509) / Email [e-mail] and must be received before the inquiry can be processed.

  3. Tell the customer to note his/her name and policy number on the fax. 

  4. Create and Endorsement Support follow up

Potpourri

100

What's the name of the RA solution that will help you to document a call?

1 View Note Guidelines

200

What's the name of the system you use to process an endorsement?

AP- Advisor Pro

300

On what situations a chat representative is required to add notations on the customer's policy?

• When endorsements are processed
• When changes are made to the payment method
• When changes to Easy Pay/Recurring Credit Card are made
• “What if” scenarios
• Accounting and Web Service Requests (WRS)
• Customer Response Management System (CRMS) Complaints
• Confirmation of Cancel and Termination dates

400

What information must never be documented? 

• Restricted Personal Identifiable Information (PII)
• Payment Card Industry Data Security Standards (PCI) (checking account, routing number, credit/debit number) 
• Confidential PII that we do not have a need to document

500

What question MUST you ask the customer before you can begin the process of an address change or correction?

"Have you physically moved to a new location?"