Team Jham
Tool that is being used to answer a majority of billing questions for customers.
Use this tool to successfully complete Authentication for Incoming and Outgoing calls.
Authentication Checklist
Use this solution to assist you with inbound call flow for customers.
Standard Inbound Call Flow
Use this solution for handling third party call types.
Non-Customer Third Party Caller Main Page
Use the solution to help identify role restrictions, state specifics, and applicable links to the processes based on call type.
Call Handling Reference Document (CHRD)
Use this solution for criteria used in quality reviews in order to meet quality standards
Sit-Along Standard Process
Article that is used to locate customer service and fax numbers for different business areas.
CCC Phonebook
Article that is used to locate internal transfer numbers for different business areas
VDN Transfer Numbers
A person with __________________ has been granted authority to act on the customer’s behalf as though they are the customer. This means the person with __________ has access to the policy just as the Named Insured does.
Power of Attorney
when another insurance company is calling to verify coverage on an Allstate policy that pertains to an accident.
Third Party No Pay/No Play
when specialists from other departments or the claims specialists from the field call the CCC to verify policy/coverage information.
Internal Departments
when a call comes in due to an agent being out of the office, experiencing a system outage or not wanting to use the ASIC Chat process.
Agency or ASIC overflow
Repays you for the cost of renting a vehicle or using alternative forms of transportation (such as bus, train, taxi, ridesharing) while your vehicle is being repaired due to a cov
Transportation Expense
Provides coverage for reasonable expenses incurred by a covered person for necessary medical treatment, services, or products provided to an insured person for bodily injury caused by a covered accident.
Medical Payments
RA that is being used when verbally abusive caller is a caller who repeatedly uses vulgar or profane language directed at or verbally attacking the representative/specialist taking the call.
Handling Threatening, Abusive, Obscene, and Self-Harm Callers
Allstate uses a payment plan called________ in some states in order to establish an equity position to reduce uncollectable premium amounts
Equity Billing
It means the policyholder will neither be charged or credited when the endorsement occurs within the 30-90 days prior to the expiration of the policy period.
Endorsement No Charge Rule
A process where Customers may receive a “Notice of Intent to Suspend Letter" when the DMV database indicates a vehicle does not carry liability insurance.
Send proof of insurance to DMV (Electronic Filing Request)
Refers to the percentage of the policy value that is payable upon death or total loss. It means that the insured has a stake in the property or item being insured, and would suffer a financial loss if it were to be damage or destroyed
Auto Insurable Interest
also known as a binding prohibition, is when an insurance company stops issuing or updating policies because of an impending disaster.
Moratorium