Customer authentication/verification
When should we standard verify a customer?
It is now only required when the customer already has policies with SF! (PRO200870) Woo!
For us, this is most applicable when the customer only has a Fire policy, and is looking to add auto.
Also make sure to standard verify BEFORE authentication!
Customer is a current driver on another policy. They were transferred to us because they are looking to get insurance on their own vehicle, with just them as the named insured. Does DNS need to be read?
Yes.
Specialist is super excited and ready to bind a policy. All the info for the down payment is in, what is the next step?
Did you say pretty please??
Ask for permission to take payment, Authorize payment and read privacy policy.
What does SPI stand for?
Sensitive Personal Information
If the hold time for ret 2 is long, what is best practice?
Offer a choice to cold transfer (PRO101784)
When do we authenticate a customer?
We authenticate a customer if they already have an active/current auto policy with SF.
A NY customer was transferred from Ret II and was quoted and bound by a specialist in ACQ. What disclosures should have been read during this transaction? (In order)
-DNS
-Consumer Notification for NY (Bc call was transferred)
-Privacy Policy
-NY 194 disclosure
What specific discount do we need to gain consent for?
DSS.
Specialist takes great, much needed notes in the call tracker including PH name and DOB to send to the AO. Is this considered SPI?
You should only be using the ECRM notepad...BUT
Anything NPI/SPI is COMPLIANCE.... even inside ECRM SCRATCH PAD
Does SF provide auto insurance in Mexico?
Specific coverages apply in Mexico but only for accidents and losses occurring in Mexico within 50 miles of the U.S. border.
Each state has their own specific coverage's.
How many attempts are allowed for escalated verification?
No more than two attempts to answer a question are allowed
When should DNS be read?
If the call is warm transferred and it was not verified that it was read or head through the IVR.
Can specialists mention a customers listed email to them?
No, you must have customer confirm email
Is it ok to say the last 4 digits of the credit card number when there is one already on file?
No!
Can we quote stand alone motorcycles?
yes
John Smith
235-86 Liberty Street
12/12/2012
Has he been fully verified?
The customer was not properly verified by address.
He only gave house number and street. Full address is required. A typical address will include a street address, city, state, and ZIP code. It may also include an apartment building, unit, or floor number.(PRO101940)
A man calls to get a quote for a vehicle, he heard all the disclosures with the IVR. When speaking with him you realize that the quote is for his daughter, who he has with him, do you need to re-read all the disclosures to the daughter now?
Yes, you must re-read all of the disclosures to the daughter.
A disclosure was read unnecessarily but also inaccurately. Would this be considered a compliance exception?
It WOULD NOT be considered a compliance issue. Those instances will be seen as a conversation/coaching opportunity
Associate asked, "Are you still at...." where she proceeded to read the address on file to the caller.
What is the appropriate process?
What compliance exception was made?
The appropriate process would be to ask the caller to provide their address.
SPI/NPI disclose verbally
What two states do you need to have 6 month continuous insurance to bind policy?
CT and MI
You received a warm transfer from retention. The customer is looking to add a boat! What would need to be confirmed?
We either must confirm that they have already successfully completed standard verification and authentication and get their alias for reference, or complete authentication ourselves once taking over the call.
No (KA100153 )
Is it a compliance exception if you do not give a dec letter to required state while on a call?
It is!
A written declination letter must be provided to the customer.
Give an 3 examples of SPI, NPI, or PHI
If you're not sure if you should handle a transaction, what tool should you use?
Call routing tool