Enter Title

Accounting request

100

Which platform do you use to create CCC Accounting

WSR

200

When do you create a Journal Entry

• Money needs to be moved from one policy to another.

300

What is a new refund?

1. 
   

   • A refund has not already been issued but needs to be. This includes credit balance on the policy and request due to duplicate/overpayment. 

400

Customer has not received a refund that they should have. What fields should be completed in WSR

• Refund Type
• Amount of Refund 
• Refund Date 
• Reason for request

500

What is the suggested Talk Paths for specific fees that cannot be reserved? 

• Allstate Installment fee:

• Mr./Mrs. Customer, installment fees are applied for each installment or payment made towards the policy. It appears that you made [amount of installments] during [applicable timeframe] and this resulted in the installment fees that were charged

  • 
    
    • Installment fees can be eliminated by paying the policy in full before the Due Date on your first bill.  The Installment fees can also be reduced by enrolling in EZPay.

Can I do it

100

Customer is calling to request a refund on a payment made in error. They meant to suspend EZP but forgot. The amount paid was on the CAN bill.

Do not request a refund for this payment if the payment is for the amount due on a cancel bill or collection notice, or due to financial hardship.

200

Customer is requesting that we reissue a refund check that we sent to them. They lost the check. The payment status is BET shows "Paid"

Educate customer that our system shows the refund check was cashed and ask if the customer wants a copy of the refund check.

If No: No further steps required unless customer has an additional request.

If Yes: Follow process to Send copy of refund check previously issued by Allstate.

300

Customer is calling to request a refund check to be reissued in a different name. Her and her husband are divorced (she can send proof of this right now) and she does not want his name on the check as she is the sole owner of the only car on the policy

Ask customer to fax a copy of the Divorce decree

Follow the CSCS Manager Escalation Process

• Fax must include the policy number.
• If any of the checks are being mailed to a different address notate the Address for each customer and include in the CSCS.

400

Customer is requesting that we reissue a refund check that we sent to them. They lost the check that we issued 17 days ago The payment status is BET shows "B Outstanding"

Yes.

Advise customer that if they receive or find the original, they must not cash the original voided refund check as Allstate will not be responsible for any associated bank fees.  

IMPORTANT: Verify the address it should be sent to. If it is different than what is on file, include the full mailing address in the CSCS/ CCC Accounting

500

If authenticated, what changes/updates can be processed for Mortgage Company or Lienholder?

Name 5

 

• Update
• Lender clause—add, remove, correct
• Loan number
• Payor
• Expiration year
• Additional insured
• Request documents
• Verify policy information—coverage, expiration date

What is required

100

The Mortgagee is requesting a refund on a payment sent incorrectly....you should

Direct the caller to the Chat feature on the AXCiS website.

200

What’s the difference between a mortgagee and lienholder

• Mortgagee: Any person or company to whom money is owed by a debtor; (Homeowner Lines of Insurance) 
• Lienholder: Anyone who has the legal right to take possession of your car, or sell it. (Auto Policies) 

300

Requests that Do Not Require Authentication/Verification? Name 3.

• Take a payment: 
  • EZP and Value plan policy/policies payment must follow EZP/Value plan paying with debit/credit card rules process. 
• Integrated Payment System (IPS)
• Reading the designated IPS script 
  • Note: Do not provide PII information to the caller/customer unless provided by them first.
• Give Billing amounts and due dates (includes past due amount)
• Give the current balance on the policy 
  • Note: Without authentication, you cannot provide any other billing information than the above.
• Give the Company's payment address
• Answer general questions about: 
  • the Contact Centers
  • agency information and location (including information for agent listed on a policy)
  • My Account, Mobile App, or Drivewise
• Re-send POI to Customer/Dealer who did not receive a proof of Insurance (POI) fax requested that same day: 
  • The specific document that was sent previously (POI, Service Request, Declarations from date XX/XX/XXXX), and
  • Delivery method used (SecurEmail, RightFax email, Fax), and
  • Email/Fax number it was sent to
  • You must be able to clearly identify the details of the previous request in the 1View notes in order to re-send the document, including:
  • You may only re-send exactly the same document via the same delivery method to the same name and fax number/email as in the previous note/request
• Outbound Calls Only: Provide/verify policy type (auto, boat, property, etc.)

400

Are you able to remove a deceased driver?

No. Transfer to Licensed Service 

500

Account Request: This is how long a request can take to be completed when proof IS required

If proof is required, requests will be completed within 7 calendar days from the request being opened.

CAN I

100

This is how quickly requests are completed and sent to the customer’s bank/credit card company when proof is NOT required

Within 48 business hours

200

Can I, Confirm existing coverages/limits

Yes.

300

Can I? 

• What-If Scenarios for Add/Replace Vehicle, Remove Vehicle, and In-State Auto Address Changes

Yes

400

Can I process add or remove a boat?

No Transfer to Licensed

500

Can I remove a total loss vehicle

No Transfer to license, 

SME

100

To avoid cancelled status CA customers must pay by what time?

California customer will have to pay by 9PM Pacific time.

200

What are the general qualifications for Special Payment Plan

• Special Payment Plan is available to a policy only once during a twelve-month period. 
• Special Payment Plan is not available for policies in their first twelve months, unless the following applies: 
  • There is at least one Personal line policy that has been active for at least 12 months, or
  • The policy was canceled/rewritten from another state (or for another valid reason) with a combined total of at least 12 months of continuous coverage. 
• The customer's policy must not be in Terminated status.  Check the customer's policy status. 
  •  Reminder: Policies in CAN or Cancelled status can still qualify for SPP. 
    • Policies that are in cancel (CAN) status and enrolled in SPP will not be issued cancellation notices during the payment deferral period. 
    • Policies in cancelled (ED) status are automatically reinstated by the billing system. The cancellation notices that have already issued are not negated and the customer will be required to pay balances from the cancelled date forward after the deferral period ends.
• The customer's policy must not be in CAT Billing.  

300

What is Alabama, Georgia, North Carolina, South Carolina late payment fee

• 
  
  • Customers on EZP or RCC may incur a $10 late fee if a cancellation notice is generated as a result of failed or suspended payments, insufficient funds, credit card decline, or failing to pay by some other payment type by the due date. 

400

Does Allstate have grace periods for payments 

• 
  
  • Allstate does not have a "grace period". The time period between the due date and the generation of a cancellation notice is an internal process. A late fee will be posted to the customer's policy one day prior to a cancellation notice being generated.

500

What is the CCC late payment script for acceptable timeframe?

“When checking state guidelines, as long as the payment made today clears, the policy will be reinstated ensuring coverage is in force. However, there will be a lapse in coverage. You will be notified by mail of the date your policy is reinstated, which is the date your lapse period ends. If your payment is not honored upon presentation to your financial institution, any notice we may issue that waives your cancellation notice or reinstates coverage is of no effect, and your policy will cancel on the date and time listed within your cancellation notice.