Verification
What is needed to verify a customer.
DOD-ZIP-EMAIL ADDRESS
Customer didnt drive last week and forgot to switch his trips. What do you do?
Nothing we can do. We can not remove trips. Customer has 7 days to confirm trips or app will assume they are the driver.
Agent called in to change the mailing address on policy. What do you do?
Ask them if they need assistance with the steps to process this change. If they say yes- walk them through. If they say no- you complete for me- process the change and check "education refused" on CTI
Customer calls in about policy change made on the policy and wants a sup. They stated they didnt ask for the change to happen. What do you do?
Look to see what the change was. If it wasn't RT then get to policy or agency. They will escalate it from there.
Wife calls in on her husbands Motorcycle policy and wants to change the coverage. The Policy says NI is married but she is not on the policy. What do you do?
You are unable to assist. Adv that He would need to call in and authorize her.
Daughter was just put on the policy and they would like to enroll her in RT since they saved a lot of money already with them participating. What do you have to do?
Let them know she cant participate until renewal. Or you can offer to unenroll everyone and start all over with the program if they want to see savings now.
Send to agency
Empathize- offer to make the change. Adv that we are unable to call out to lenders. We can only make outbound calls to agents and customers.
Lender calls in and doesn't know the current loan #. What do you do?
Ask for another piece of information. Name, Dob, Policy #, full Address, phone number
Why do we not want to encourage enrolling a driver after the enrollment window if the other drivers have already finished the program?
the drivers that have finished the program will have to start all over again and lose their discount.
Customer called in upset with her agent and doesnt want to talk to them anymore . What do you do?
Get to agency policy- note CTI why. Agency policy will help find a new agent and assist.
Boyfriend of NI called in upset about the bill being doubled. He is not on the policy and wants to talk to your Sup. What do you do?
Adv that they are not on the policy and you are unable to assist. He would need to have NI call in and authorize.
Agent calls in and they gave you the wrong agency code. What do you do?
Adv you can only assist with the correct code. we can only verify agents with that only.
Customer has been doing RT for 30 days now and got a new phone.... you find out it is no longer compatible. What do you do?
because it is not their fault and they did try to do the program you can offer the 10% final discount.
Lender calls in to verify coverage. What do you do?
sent to agency
What are the escalation steps?
try to de-escalate. get as much info as you can. note policy. send email and send customer to VM. Set correct expectations.