Easter Trivia
What is the most popular Easter candy in America?
Marshmallow peeps
Sam who lives in OH called because his only vehicle was a total loss, the policy is still active 45 days later. Sam did not have a rental vehicle and will not be purchasing another vehicle. CSW is showing total loss. Do you need to request proof to have the policy cancelled and backdated?
No.
To backdate: Email backdate_cancellations@libertymutual.com
Subject: Policy number
Body: Total Loss of vehicle and date
HELP-163604
Ph cancelled his policy on 03/01. Ph calls back on 04/01 and request to come back to Liberty Mutual. Is this NB lead?
No.
They may be rewritten so customers don't lose their "First Year" data.
Warm transfer to Rewrite.
HELP-166856
Peter a Geico representative is calling regarding a Liberty Mutual Underwriting cancellation. What would you tell him.
Advise GEICO reps calling about UW cancellations/non-renewals to follow GEICO portal procedures.
HELP-168290
John's CA Home policy cancelled for non-payment. No error on Liberty Mutuals part. What do you advise?
Since we no longer write NB for CA property polices, we can’t reinstate or rewrite. You will need to secure coverage with another carrier.
HELP-151499
Lily
Mike called after receiving a notice of pending cancellation on a home he sold 6 months ago. What is needed and what steps does Mike have to take?
Required documentation options
Direct customer to send documents to backdate_cancellations@libertymutual.com with Policy # and Cancellation in subject line. Or upload the documents to the secure portal.
HELP-163604
Mr. and Mrs. Scott are legally separated. They are currently living in separate households. Mr. Scott request to remove himself and his 2020 Dodge from the policy and keep Mrs. Scott on this policy with her 2019 Toyota. Both vehicles are a joint registration. Would you transfer this call to rewrite?
No
Vehicle must be registered only in their name to have their own policy written.
HELP-168943
Jill called in after receiving cancellation notice due to an inspection but insist that the incorrect home was inspected. Can this be appealed, if so how?
Gather all exception details from customer; customer must provide proof incorrect property was inspected.
Example: Pictures of insured's home or property.
Once proof received:
HELP-168290
Karen's MA auto policy cancelled for nonpayment today. Can this policy be reinstated and what is the process?
Day of Cancellation: You can take payments the same date as the cancellation effective date.
Don't review eligibility checklist as policy isn't cancelled until after 11:59 p.m.
Verify and comment if any claims or losses have occurred since 12:01 a.m.
If yes, connect to Claims after reinstating.
Click Force Reinstatement button. Non-payment amount must be satisfied.
HELP-151499 / Guided Help
In what country did the tradition of the Easter Bunny originate?
Germany
During a policy review you determined that Mr. Smith's daughter Lucy is eligible for a good student discount. Mr. Smith is upset this discount has not been applied for the last 3 years and request the discount be added and backdated. What can you do?
Can only be backdated to the beginning of current policy term.
HELP-167734
If a customer is cancelling their policy that is on payroll deduction, what additional step do you need to take?
Update CBS to remove the policy from payroll deduction as this isn't an automated process done when the policy is cancelled.
HELP-157791
PH sent back the anti-arson form after the cancellation date. The form is now in Doczilla but there are no comments on the policy and the policy is now cancelled. How would you proceed?
Ask customer if they have any losses/claims on the property. Comment in CSW and send sales exception form
HELP-169039
Sam's NJ PLP policy cancelled for nonpayment. There was no error by Liberty Mutual he just forgot to make the payment. What would you advise?
Since we no longer write NB PLP in these states, we can't reinstate or rewrite the policy
HELP-151499
Most Americans bite off what part of a chocolate bunny first?
The ears
Nicole's 2019 Honda Accord has a deductible of $2000. Comments advise that is what she requested, there is no LM error. Nicole received a letter from her finance company that they force placed insurance because her deductible cannot exceed $1000. She is requesting to backdate her deductible $1000 to when the vehicle was first added, can this be done?
No
Transactions that cannot be backdated
Can only change going forward.
HELP-167734
John retired and sent back his CA mileage form to update his mileage from 12,000 to 7,500. You can view the form in Doczilla. No comments on the policy and no change was made. What is your next step?
Advise customer you'll place them on a brief hold while reaching out to the Approvals team. Place them on hold. Search in phone directory - UW Approvals
HELP-192370
The Smith's family auto policy is being non-renewed. There are comments on the policy from UW that the policy is not eligible for reinstatement. Mr. Smith says he will restrict his son who lives in the household from the policy going forward, the son has an accident and two violations. Can this non-renewal be appealed?
No. UW commented the policy not eligible.
If not eligible, no appeal is granted. Counsel customer appropriately.
HELP-168290
Doug is calling from NY. His auto policy cancelled for non-payment 10 days ago. Can this policy be reinstated if he has no losses, great billing history prior to this, & not an NR1 policy.
No. Policy is ineligible for reinstatement. Do NOT offer a non-pay rewrite.
Cancelled more than 9 days ago
HELP-151499 / Guided Help
How many jelly beans do Americans consure each Easter?
16 Million
Will called to see why he has not received his refund check for a home policy that he cancelled due to the home being sold. You realize the refund check was sent 45 days ago to the home address and the mailing address was not updated. What is your process to get Will a new check issued to the correct address.
If you can't process cancellation, set a follow-up- Call Center Support Requests Task Creation, Request Type, Same Day Reinstate/Re-Cancel for the next day to have it re-cancelled. Also, request Fin-Op be completed through Call Center Support Request.
Explain they'll receive refund in 7-10 business days.
Tell customer to destroy original check, if received. Provide check number.
HELP-153688
Maggie is moving and request to update her NY renter's policy to her new address. When updating the address, you receive an error message that you cannot process the change because of costal restrictions. Can we offer Maggie renters insurance for her new location?
Yes
There are no coastal restrictions even though the system might reject the quote. In these cases, submit approval request for Supervisor/Manager to override the system.
HELP-157381
A NB Auto customers failed to provide proof of eligibility for a low mileage discount. The policy went to UW cancellation and is now cancelled. PH advises they have the form and will send it now. What can you do?
Once the cancellation status has been initiated or has been cancelled, we can’t reconsider. Receiving the requested documentation won't change this. Coverage must be rewritten.
No exceptions for required documents or due date.
Note: The Sales Help Desk can't make exceptions. Don't contact them or send a Sales Exception form.
HELP-160566
Mary's KY auto policy was cancelled as of the renewal date for nonpayment. The policy has been cancelled for 15 days. Mary has access to email. What would you do?
For policies canceled 29 days or less for non-payment at renewal, offer to email the KY Reinstatement template. Advise you'll wait on the line to process the request. Then, complete the reinstatement process (Non-Pay Reinstatement Checklist).
HELP-162549