Disclosures
What call types would you read the Do Not Share?
-Added Vehicle
-State to State
-Replacement Fire
Resource:
When Hercules displays "LOA: 2" what does that mean the caller has already verified? What should you still verify?
-Typical Standard verification info (First & Last name/Phone #/DOB/Address)
-First & Last name.
-Authentication (if required)
In this special group of states it is mandatory to match coverages....
Multi-car States (TX, NJ, NC, PA, VA)
Resource:
How do you close task/case that was opened in error?
You click the button that says "Case Created in Error"
PRO200765
A customer calls from a car rental shop. They share with you that their vehicle's engine has gone out and is being worked on. The customer wants to know if SF will pay for the rental vehicle along with does the customer need to buy insurance from the car rental shop?
"Generally, the coverages a customer has on their State Farm® car policy extend to a rental vehicle. The coverage types and amounts, including the deductibles, remain the same."
"The Car Rental Expense benefit pays the cost of renting a replacement vehicle if your car is disabled as a result of a covered comprehensive or collision loss. Daily allowances or limits vary by state. "
Resource: PRO200668
Is there a word track you would read for an added car in NY, if so, what would it be?
New York Regulation 194 Disclosure.
Resource:
These are the call types we will always authenticate customers in RII..
-Added Vehicles
-Replacement Vehicles
-State to State
-Added Drivers
-Replacement Fire
-Sending POI
-Changing Customer info (Phone #/email/ect)
-Discussing Policy info (discounts/coverages)
What coverages should be identical in the state of TX when adding a vehicle?
- Liability
- PIP
- Uninsured
- Underinsured
Resource:
Should a transfer to the agent be a warm transfer or a cold transfer?
Why?
Warm; we need to let the agent know what the customer's request is and we need to read the M&R disclosure to the agents.
A customer from Louisiana calls in and is requesting a cancellation of their policy. How should you proceed?
- Ask customer if they have spoken to agent
- If yes- ask if written notice has been provided.
- If no- Save Strategy. Then depending on that conversation, make customer aware of the requirement to provide written notice to their agent.
Resource: PRO200836
You receive a call and recognize that it is a dealership calling asking to add a vehicle on a customer's account. What are the next 2-3 steps you would take?
- Ask for the customer
- Read the M&R statement within the first 30 secs of the customer coming on the line.
If a mortgage or lienholder calls in to confirm information on a customer's policy, what MUST the 3rd party provide for verification?
- First and Last Name
- Address on file
- For auto: description of vehicle
-For fire: policy number
Resource: PRO200655
These states require a vehicle inspection photos and agent follow up within a short window after adding/replacing/processing a state to state for a vehicle...
NY- within 14 days
NJ- within 7 days
If you get an email for an agent, what should you do?
Send the E-Mail to your supervisor
A customer calls in and informs you that earlier that day, they had completed a replacement on the policy, however the customer now has decided to go with another vehicle. How would we revise the transaction?
- Locate the original transaction in NECHO (click 3)
- update the needed info.
- add notes to RO remarks.
- telephone retrieve again, to ensure it saves successfully!
When a TX customer is calling to process a replacement fire this form is required to be sent to the customer....
Texas Credit Disclosure Form.
-should be sent by email...
-if no email..customer needs to stop by the agent's office within 10days to complete application.
Resource: KA203982
You are assisting a customer with an added vehicle and had to perform EV to authenticate...the customer has provided their policy number to you..what other 2 pieces of information do they still need to provide?
- last 4 of DL/last 4 of social/DOB
-Effective date or VIN
Resource: PRO200774
Customer calls in wanting to start their own policy, but only wants state minimum coverage, Property Damage at 10,000 and PIP. (for the state of the Florida). What do we want to make the customer aware of prior to honoring their request?
- Go over what the actual coverages are and what they cover.
- Making the customer aware of what the risks could be staying with state minimum such as losing their property/assets.
- If customer still is requesting state minimums document the conversation and send to agent.
Why is it important to know the agent's participation status?
To know if agent pays for the service. “A ECC- participating agent receives after hours services….table: If ECC no then we must refer to agent. SFA - CCC - PRO200875 (custhelp.com)
Can we add comp and collision to an existing policy without any other policy change?
NO
PRO201133
How should you proceed if a customer is wanting a quote for an added vehicle but states they do not agree to being monitored and recorded?
Transfer to their agent's office or provide the customer their agent's contact info and hours of operation.
Resource: PRO200736
When you receive a call from an agent/agent staff member to assist a customer, how should we verify the agent?
-Name
-Alias
-State and Agent Code.
Resource: PRO200575
When adding a vehicle in Michigan, what is the tool we use to have PIP coverage conversations?
Michigan PIP Options Tool.
What information could you provide listed lienholders?
Caller must first confirm policy holders name, address, and description of vehicle. We can provide information from the renewal notice to lender. We can also confirm policy status, deductibles and VIN.
PRO200655- Lienholder and mortgagee information
PRO200683 - Fire coverage in force or deductible questions
PRO200686 - Auto coverage in force - deductible questions
What state is not DSS eligible?
California.