Service
The 3 sub-categories of 'Service Is' consist of:
What is simple, responsive, and practical?
The number of minutes we should place someone on hold before checking back in with them.
What is 2 minutes?
The minimum number of daily interactions needed to hit your OKR.
What is 20?
The number of days an MSA can backdate protection credits.
What is 365?
A small device that plugs into an electrical outlet and measures the flow of electricity.
What is a Ting?
The 4 sub-categories of 'Service Feels' consist of:
What is empathetic, warm, personal, and insightful?
This is the number of pieces of information needed when the member does not have a member ID or policy number available (not including their name).
What is 4?
The number of times you follow up on a case before closure.
What is 3?
The number of days an MSA can backdate new auto coverage without documentation.
The required documentation needed to add a Permanently Installed Generator to a Home policy.
What is a work order/paid invoice AND photos of the device installed?
This is our first response when a member calls in and states, "Hi, I just purchased a new vehicle and want to add it to my policy."
What is 'Congratulations on your new vehicle!'?
This is the template used to send to the member when their inquiry requires their broker's assistance.
What is MSA - Case Transfer - Broker (CC Servicer)?
Our department goal for 'Average Speed of Answer' (AKA how fast we pick up the phone).
What is 15 seconds?
True or False: MSAs can process a request from the lienholder on the account to amend Additional Interest/Loss Payee information on an auto policy.
What is True?
Someone other than the primary insured/spouse or assigned broker whom has limited access to the account. They must be listed in the member list and/or notes section in PURE Online or included in a specific section of SF.
What is an Authorized User?
Jeremy and Roscoe have been making this topic the focal point over the past two monthly connection meetings.
What is ownership? (Or RED)
These are the two email templates used when adding an authorized user.
What are the 'Request to Add Authorized User (cc servicer)' and 'Authorized User Confirmation (CC Servicer)' templates?
This is the action an MSA needs to take prior to closing an unresponsive case.
What is consult with your TL?
The effective date for removing a total loss vehicle.
What is the DOL+1 day?
A Canada bill is due __ days after invoice generation when on a monthly billing cycle.
What is 3 days?
The minimum service score required to be eligible for the ESA award.
What is 101?
Name the 5 alternate pieces of information that are acceptable if a broker doesn't have their broker ID.
What is their 1) agency address, 2) their full name AND email which must be listed on the agency page in Dragon, 3) the agency telephone number, 4) the name of their PURE UW, or 5) the name of their Territory Manager?
During Queue Work Time, if there are no cases in the GI queue, this is the expectation.
What is staying available for phones?
The number of days and MSA can backdate to modify driver details on an EX policy without referring to an UW.
What is 365 days?
This is when an SSA refund would be sent out if we cancelled an account today.
What is the end of Q3 ~ Sept. 30th?