SW1
Customers must be advised that we order consumer reports. When a call is transferred from service, what must we advise the customer?
The HIG may order consumer reports for credit and loss history , They are on a recorded line REF36345
What do we document when a customer is faxing in information ?
Description of the information the customer is faxing.
REF32128
What discounts are available for having an AARP membership?
GLS21
If we have received the letter of experience, what do we do?
Refer to UW
REF35584
What do we enter for accident if $0 PD was paid out?
At Fault
REF32775
When a customer calls in, they listen to a recording advising them that they are on a recorded line. When making an outbound call or if you are transferred , what must you advise the customer?
Hi this is _____ from The Hartford REF1092
If the customer doesn't recognize the claim or disputes it what do we do ?
Advise the customer to obtain a letter of experience from the carrier that reported it.
Document in Quote Notes that the customer was advised to send in a letter of experience.
REF35584
What is the criteria for adding an inferred driver?
REF35236
when a customer is calling to lower the premium, what is the best approach?
REF36345
I will do my best to include all the available credits and discounts without compromising your coverage. Does that work for you?"
"Our program is exclusive to AARP members, which means we can offer more competitive rates because you are not being rated with inexperienced drivers. Sound good?"
Are we ever to document the specific condition (medical or physical impairment)?
Only document that the driver’s medical condition, disability, or impairment makes them unable to drive.
Never document a driver’s specific medical condition, disability, or impairment.
REF32473
How do we list vehicle usage for someone who does volunteer work for Meals on Wheels?
Pleasure GLS2240
What is the best practice to uncover a customers needs?
What has motivated you to call The Hartford for insurance coverage today?
REF36345
The policy can be started up to how many days in advanced?
60 Days
REF32723
What is a best practice after closing a sale?
REF32656
Thank you for trusting The Hartford for your insurance needs. I’d like to be the first to welcome you and let you know that we appreciate your business.
Have I provided you with outstanding service?
If a customer doesn't remember how many years they have been with their current carrier, what do we input?
2
How would you list vehicle usage for a driver taking grandkids to school?
GLS2241
When rating a vehicle as Work/School Use, completion of the Days / Week and Work/School Miles 1-Way fields is required
If a customer has a cancel/non pay where do we do and what do we do?
Guidelines for the State follow the process
What do we enter on the risk screen for Comprehensive, UN, UDN, Towing or Rental Claim?
Not at Fault
REF32775
If a customer's license has been expired for more than 6 months, can you add them as a driver to the policy ?
Verify the reason the license was not renewed.
Refer to UW.
PRC6177
What is the process for Request for Information (RFI)
REF36345
If the loss cannot be narrowed down by season, then how should the date be plugged if the customer knows the year?
December and the year it occurred.
REF32459
What do we document when there is a No Hit Status on the MVR?
x
If the customer mentions they own a car but it is only driven by a caretaker, what do you do?
x
What states is the premium gift not available in?
(Duffel Bag)
GA, ND, NM PA
REF32731
If the customer discloses a loss within the experience period, what do we do ?
Order CLUE
REF36348