Who's Callin'?
These are things you can do on a call that do NOT require authentication.
Take a payment, confirm a payment was made, give billing amounts and due dates, give the current balance on a policy, give the company's payment address, answer general questions, Prospect calls requesting DNS and (Outbound calls only) Provide/Verify policy type
RA: Authentication Checklist - Service Delivery
When removing an adult driver (a spouse due to a divorce), and they want to keep their allstate policy, this is the process they will follow
Refer to Marital Split-Off process.
RA: Remove Driver or Occupant
On a Milewise policy, this is what you will tell a customer if they are if there are installment fee's on a milewise policy.
No, there are not service fees or installment fees.
RA: Milewise Billing (FAQ)
Customer calls in from the state of PA asking for the mailing address to send in their payment for their Auto policy (line 10). This is the address you would provide for Standard Mail.
(Name of company)
PO Box 4310
Carol Stream, IL 60197
RA: Billing and Payments Main Page
This is what you will be able to do when a rental car company calls and you have authenticated a policy that is in Cancell"ED" status.
Let the rental car company know they will need to call back in with the customer or have the customer call in at a later time. Do not refer/transfer to agent.
RA: Third Party Caller Main Page
Customer is calling in from the state of MT to change their Mailing and Residence address on their Auto policy (still in MT). This is the information that you will update outside of the Residence Adress and Mailing Label sections within Advisor Pro
Annual Miles Driven, Usage Class, Miles to work/school, Driver Usage
RA: Address Change or Correction
These are the steps that a NON Allstate Customer will use to enroll in drivewise
1. Download the Allstate Mobile app from iTunes or Google Play.
2. Create an Allstate Rewards account via the Allstate Mobile App.
3. Accept the Terms of Service.
RA: Drivewise Main Page
Customer made a change on their policy 29 days before renewal and they are now calling in to question why there is no credit being issued to their policy even though the change decreased their premium by $252. You determine they are in ID so there is a "No Charge Rule" - this is what that means.
The policyholder will neither be charged or credited when the endorsement occurs within the
RA: Endorsement No Charge Rule
This is what you can provide to a police officer if they are able to verify the Customers name and policy number.
They have not fully authenticated as they did not provide the address.
RA: Third Party Caller Main Page
Customer calls in to change the address on their Renters Policy. They have moved from the state of OR to ID. The customer meets all state qualifications so this is the option you will select in Policy View's activity drop down Menu
Transfer In
RA: Out of State Customer Move
This is the state in which residents may ONLY participate in the Drivewise Trial program
CALIFORNIA
RA: Drivewise Main Page
Customer calls in at Right before renewal stating that they new premium is too high and they want a policy review. They only have one policy and it is an auto policy. These are the things you will review to make saving recommendations to the customer.
1. Recommend bundling property 2. Offer/review the option of enrolling in Drivewise 3. Review the option of removing optional coverages 4. Review and adjust deductibles (if applicable) 5. Review and adjust liability limits (if applicable) 6. Assess Discounts
RA: Renewal Billing and Premium Change
This is what you will be required to authenticate if a NY dealership calls in requesting to make no non-premium impacting endorsement.
Is the request for a New York policy?
RA: Third Party Caller Main Page
When decreasing the annual mileage to a short rate in the State of NE for Company: Allstate Insurance Company (AIC), you find an additional odometer reading in the in 1view notes from 30 days back. This is the policy narrative in Add/View Transaction Remarks you will be required to enter.
RA: Auto Mileage Main Page
Customers states they received a “Notice of Intent to Suspend" or “Notice of Suspension” Letter from the DMV in the state of This is IL. The DMV Is requesting that you send them Proof of insurance electronically. You review the policy to confirm all the information is correct and it is. This is what you will do.
Inform the customer they need to fax/email a copy of the suspension notice then create a follow up activity
RA: Send proof of insurance to DMV (Electronic Filing Request)
Customer in AK calls in on a policy in Cancell"ED" status asking what you can do to ensure they still have coverage. The due date on the CAN notice was 2/14/2023 and today is 2/16/2023. They offer to make a payment right now. This is what you will see when you review the late payment acceptance Guidelines
Acceptable time frame for reinstatemnt is 7 days but a policy in cancelled status can only be reinstated with a lapse. The option to reinstate without a lapse is not allowed.
RA: Late Payment Acceptance Guidelines
This is the way you will authenticate an Allstate Claims rep calling in to ask for information on a customer policy.
1. Locate the caller using Outlook:
RA: Third Party Caller Main Page
Mother (who's policy is in AZ) is calling to let you know that her Son is away and school which is 126 miles away. Son is 25 years old and unmarried. She is looking for a lower rate. Her policy has 4 drivers and only 3 cars. You confirm that he only drives the car 25% of the time OR less. This is how you will proceed.
The customer qualifies, usage needs updated and a narrative must be added. From the Vehicles and Usage section within an endorsement, click the Edit button for the appropriate vehicle. Complete transaction and add a narrative.
RA: Basic to Restricted Process
Customer calls in asking a “What If” loss question, such as "If a car bumped me into another car, would my insurance cover me?" This is what you would do.
Verify with the customer if the question is regarding an actual loss or is purely hypothetical.
RA: Transfer to Claims
These are the policies that are ineligible for EZP
Policies in Cancel, Canceled, or Terminated status are excluded from enrolling in EZP: