Answer or Transfer
MD customer calls needing a FR-19 submitted for proof of insurance
Answer
Guideline: FR-19 Insurance Verification Request
An MA agent has been transferred to you because they are insisting it is a requirement in MA that we send a Notice of Transfer to them before they cancel our new PGR customer's previous policy with them. What can you send them and what guideline is it in?
MA DOI bulletin
Assist Guideline: MA: RMV-2A Form and Verification of Insurance (VOI)
Customer paid in full at renewal (05/10) on accident and meant to pay the first installment. NI is requesting that we refund the PIF and switch them back to installments and suggesting they will make a new payment today (05/19) of the installment amount to replace. How do you assist the customer?
Manually calculate their monthly payments (actual premium not including PIF discount multiplied by 16.67%) & process refund for the difference (keep monthly payment & refund the rest), then set the bill plan to monthly payments.
Guideline: When A Bill Plan Change (Payment Plan Options) Should Be Processed
Goes over how an unpaid balance due on a canceled policy may affect their personal credit score about 40 days after the final cancel date
Collections Process
AZ customer is calling in on 05/10 to find out why their policy cancelled as of 03/15 when they did not request that. In PCV 2 there is a document showing one of their three vehicles is insured with State Farm as of 03/15.
Progressive Error
Guideline: Cancel Proof
MA customer was gifted a vehicle from their uncle. They do have the title and odometer reading and need an RTA from.
Transfer
Guideline: Registration and Title Application>All Others
MI customer is stating they didn't receive their PIP forms for this renewal and they are upset because they want to sign the form to keep their lower limit. They currently have PIP Option 2. They changed to Option 2 after their last renewal in July of 2023. Why did the customer not receive a form to sign?
Forms are only required at renewal for Options 4, 5 and 6 as of 02/2023.
Guideline: PIP Medical Expense> Form Specifics
Customer calls to move the upcoming payment due date from 5/15 to 5/25. She tells the consultant that she is selling one of her vehicles on 5/23, and wants to move the due date so she won't have to pay for the full month having the vehicle on the policy. What guideline would help the consultant explain why the bill amount for 5/25 won't change even if the car is removed before the new payment due date?
Policy change Billing - credit premium > Policy change after inception suggested script
Sales: This GL tells you how to code the marital status of a not legally divorced victim of Domestic Violence
Marital Status
Customer calls in stating we have had the wrong VIN on his vehicle since inception and would like it to be corrected and backdated. The policy shows in policy information that he purchased the policy completely online.
No PGR error/change cannot be backdated
Guideline: Effective Date Binding Policy Change> Corrections
Customer is calling to have a driver removed but the driver is restricted. There are no notes from UWT but there is a "Policy Change received from Claims" note stating the driver needed to be added.
Answer
Guideline: Request to Reverse Changes Made Due to Claim Follow-Up
Consultant calls assist for help changing effective date for California Auto customer. The policy was originally quoted and sold on 5/20/24 with a start date of 6/20/24, now requesting to start on 6/1/24. How would you advise?
Deny accommodation based on Policy effective/expiration dates
GL > general guidance < SEE California Direct: New Business Binding Delay & Paid in Full May Be Required GL > DEFINITION > Effective 5/23/23: A future effective date must be entered from 14 to 60 days out from the date the quote was initially created to prevent the "Ineligible effective date" message
New customer is enrolled in 6-pay Automatic card payments, but made a manual payment on the due date of their first payment. When they realized the autopay also went through, they called for a refund and were told the billing system has been designed to issue refunds automatically, No action is required and they should wait out the hold days. After the hold days and no refund has been issued, they are calling back. What went wrong?
Overpayment Information GL > Automatic refunds occur when the amount isn't applied to future payments or balance on policy, in this case action is needed- approve an accommodation for overpayment and Create an accounting request to issue refund
Services: Use this GL for steps on how to email your customer a quote you've given, and steps to make sure the email is sent
Customer requests email response - important to mention consultant MUST save quote, or email team will not send the quote
GA customer escalates due to a driver being added the the policy. She called to quote adding her son who is a HHM but decided not to continue since the quote was so high, and the last representative told her they would not add the driver but did anyway. She is furious the consultant was not transparent, and since she didn't agree to the change demands we remove the driver
No error
Guideline: Driver status
SC Customer calling with questions about SR-26 around 10PM ET. The consultant sees the document we sent the DMV and customer regarding the SR-26 but needs help explaining it to the customer.
Answer
Guideline: IVT > Outside hours handling
Michigan motorcycle customer calls to follow up on his request to lower BI from 250/500 to 50/100. He sent in the signed form10 business days ago and the policy has not yet been updated. Can the consultant view the customers signed form for acceptability and update the coverage?
Yes
MI MC Bodily Injury/ Property damage GL > Questions About Previously Returned Forms (Phones)
Customer is calling to reinstate policy that cancelled 10 days ago. The option is available and showing they need to make a payment of $288.43 in order to reinstate. Customer made a payment 5 days ago using a card for $88 and thinks they should only have to pay $200.43 to reinstate. Our system has already refunded $32 as an overpayment because OCB was only $56. What should customer pay to reinstate?
232.43
Our system kept $56 and refunded the rest of the $88 so we cannot consider the full $88 as something to go towards the $288.43 balance. Only subtract the money that our system has kept. (288.43-56.00=232.43)
Guideline: Nonpayment Reinstatement - SONL > Step 3> Subtract any payments made from amount listed on cancel notice
Customer is questioning why they are an Emerald Level Loyalty Member but only receiving the Diamond level for Continuous Insurance Discount
Loyalty Rewards Program Customer Inquiries
PA Customer calls after he received his renewal offer. He wanted to update us that he has moved to a new State, but refused the new quote as it was triple his current premium. The consultant lets him know that his renewal offer that starts in 10 days is now unacceptable and rescinded it.
Progressive Error
Guideline: Vehicle location and Unacceptable risk >unacceptable risk handling
Customer's policy cancelled for Underwritting and rep is wondering if we can reinstate. There is a cancel notice stating the policy cancelled due to customer did not submit POGA. There is a policy flag that policy may need to be transferred to UWT. There is also a note from UWT that there are three unlisted drivers that may need to be added but no other notes from UWT.
Answer
Guideline: Underwriting Team (UWT)> When to Transfer Calls to UWT
MI Auto: Which of the following examples are NOT a reason to manually update the Additional Relatives in your household field
-Adding a driver.
-Resident relative no longer lives in the household.
-Error was made at upload.
-Additional Relatives in Your Household count was incorrectly increased when message General 693 issued.
-Family-life event changes (e.g., birth or adoption of child).
Answer: A
Guideline: Additional Relatives in Your Household
DOUBLE JEOPARDY
NI is on CSDD with a due date of the 1st but their true date is the 19th. They cancelled their policy on the 2nd, the day after the payment was made. They are expecting a full refund but actually have a balance due. How would you explain to the rep why there is no refund?
Customer advised they were quoting to replace their vehicle online and accidentally submitted the change. The consultant called assist to advise they are reviewing the update to put the insureds car back on the policy, but some internal fields changed from 'yes' to 'no' with the accident, but are not switching back. What GL would we use to change those fields due to the reversed change?
Assist GL - Coverage Since Inception - Request to Change Fields
NI calls in upset because policy cancelled on 03/15 but is stating they did not call to cancel. There is a call logged for 03/15. After reviewing the call we find that it was the NI's mom who is not listed that requested to cancel. There is an authorization note for NI mom Deborah Adams to give permission to make changes and cancel policy for all future requests. Did the policy cancel in error?
Progressive Error
Guideline: Caller verification