(Auto)
If a customer has their auto policy setup under their company account, can that account be registered for My Insurance?
No
From a prospective customer, An advisor ask for their first name. Are they required to ask another Identifier question or can they move to verification questions?
Advisor would need to ask another identifier question the first questions doesn't meet the requirements for authentication. Correction question to ask- :What is your first and last name?
For residential- Tenant policy, advisor must explain that this water coverage is optional to remain compliant. Which Coverage is it?
EWD- Extended Water Damage
How can we request-
-$0 balance confirmation
-confirmation of payment.
By submitting TICA ( confirmation of payment is -If Wants to confirm payment has been received)
A driver chatted in from their parents account. Driver has her own policy under a seprate account. Accounts are not linked. Can we assist them?
No. Advise customer to logged out and logged back in from their account. If they have not created their My insurance account, advise and guide them to create their account.
Customer called in to switch annual schedule(responsive) to monthly schedule. Can we proceed with their request over chat?
No- if customer want to use a card.
Yes- If customer want to use a PAD.
When customer contact us to update marital status, what information should be communicated to remain compliant?
Change in premium(if applicable) &
Paperless enrollment
If customer missed a payment from a card, can we reschedule that payment saying "Unfortunately, to protect your privacy- we can't confirm the card details over chat, but if you would like I can request the missed payment from same card we have on your file?
No (If customer want to use a card)
Customer is unsure about annual usage and says he might use drive 7000-8000km annually. How would you input the usage?
Obtain the best range estimate Like for 0-5000 input 5000km, for 5001km-10,000km input 10000km etc.
Before rewriting a policy, what things needs to be checked from payments side?
Whether the linked payment method is card or bank account. Set expectations accordingly.
A policy was originally bound 120 days ago, Is the policy eligible for rewrite?
No. Policy can only be rewritten, if the source policy was bound within 90 days or less in Policy center.
After completing a policy change, an advisor provided following payment information to the customer-
Total change in cost: +$345.00 for the rest of the term
Monthly payments would go to: Jan 15th $157.12, followed by $157.10 on 15th of each month after until renewal.
Did they meet green box requirements?
No. Term premium (annual premium) is missing
All licensed operators in the household must be listed unless they have insurance on another policy. What information should be documented if any driver is not being added to the policy?
Name of unlisted driver
Relation to the insured
Reason why driver was not added to the policy
An existing customer having auto policy is moving from NS to ON, Do we need to update consent?
Follow up question, what if they would have been moving from NS to AB?
No.
Update consent for Existing Account with consent on file obtained between 19/05/2017 and 23/07/2020.
List three conditions when we can cancel policy over chat?
Rewriting a policy
Interprovincial policies(client is moving to a new province and binding the new policy on the same chat)
Vehicle deemed total loss after a claim
Policy was bound in error/duplicate policy
While completing a brand new quote for auto policy, advisor ask for vehicle details, vehicle condition when purchased, Principal driver and vehicle usage. Then they moved to claim's questions. Did they complete all green elements on vehicle screen?
no- Are there any additional vehicles to be added to the quote?
While substituting a vehicle, an advisor explained coverages in this way-
"Currently, your 2024(old vehicle) Nissan has:
Liability coverage with $1 million limit ( this can be increased up to $2 million)
Would you like to mirror same coverages on new vehicle?"
Recommended deductible shown on coverage screen was $2000.
What information they missed from green box?
Didn't provided recommend limits/deductibles.
Didn't Ask the customer if they have any questions about the coverages.
For authentication- we have Identifier and Verification questions. Can you explain the requirements to pass authentication.
Follow up question- An advisor asked 2 identifier questions from a customer- but customer failed to answer both. What are the next steps.
customer must answer answer 2 out of 3 questions accurately.
If two incorrect answers in a row, cannot proceed. Invite customer to call us and provide them the GIAC phone number.
Out of these five situations, when are we required to confirm vehicle usage with customer?
Removing a driver,
Adding a driver,
Reassigning a driver,
Reinstating coverages on stored vehicle
Suspension of coverage(vehicle in storage)
Adding a driver,
Reassigning a driver,
Reinstating coverages on stored vehicle
What are the steps to enroll a customer in paperless option?
Policy documents, renewals, and updates will be delivered digitally via MyInsurance.
Some letters may still be delivered by mail if needed or to satisfy regulatory requirements.
IMPORTANT STEP- check My Insurance registration