Show:
Call Log
SF.com
Mobile/App
B2B
Misdirect
100
Customer's UID is a temporary UID, their proofing status is unverified, and account status is EXPIRED_TEMPORARY: Temporary but 61 days have passed since account creation. Customer states they did not know they were registered. How should you log this call?
SF.com or Mobile-->Registration-->Reg at Purchase-->Not aware already registered.
100
Where is the Statefarm logo located on the SF.com homepage?
Top, left-hand corner of the screen
100
Which devices is the SF Pocket Agent App compatible with?
Android, IOS
100
Who do vendors need to contact to obtain their repairer ID?
ETM.
100
A policyholder calls in to update recurring sfpp information during business hours. What do you do?
Transfer to agent.
200
Customer account status is active_customer and there are three password attempts remaining. What should you verify with the customer?
User ID.
200
What are the three main tiles that go across the SF.com homepage?
Get a quote, Contact Us, Manage Claims
200
Customer attempts to make payment on PA app, but receives message that they have not agreed to terms and conditions. What should they do?
Log in to full site-->Click pay insurance online-->Agree to terms and conditions
200
Which website do vendors use to access EFT information?
SFEPI.
200
Where do you transfer a claimant who is trying to file an auto claim?
ILR.
300
Customer proofing status is unverified and account status is EXPIRED_CUSTOMER: 2 years have passed since password change. How should you log this call in the call log?
Sf.com or Mobile-->Login-->PW/KBA
300
Caller needs assistance with navigation to complete a job application.
SF Careers
300
Can customers change their recurring sfpp financial info through the app?
Yes
300
Where can vendors find the supplement request form?
B2B home-->Working with Us (Auto Repair Facilities)-->Supplement Request Form
300
Customer calls during business hours to make a payment on an active policy.
Follow KB paths and process payment.
400
Customer gives you their UID as an email address and the account status is EXPIRED_TEMPORARY: Temporary but 61 days have passed since account creation. How should you log this call?
SF.com or mobile-->Registration-->Registration at purchase-->Password issues
400
Where do customers go to complete a home inventory?
Sf.com-->Search home inventory-->Creating A Home Inventory-->Scroll down to home inventory list
400
Where can the insurance ID card be found on the app?
Bottom right hand corner
400
Where can select service providers to access their performance index?
Select Service-->RPM Report Tab-->Trends
400
Hearing impaired customer calls in for assistance. What do you do?
Follow KB path for Hearing Impaired/Relay Call Information
500
Customer calls in stating that they entered their temporary UID and PW, but have received an error message "Sorry we cannot verify your identity at this time." Customer did not receive KBA questions. How should this call be logged?
SF.com or Mobile-->Registration-->Purchase at Reg-->Other
500
Where do customers go to complete a personal property inventory?
Sf.com-->Search homeowner forms-->Homeowner forms and resources-->Personal Property Inventory - Customer Worksheet
500
What type of policy does not display detailed information through the app?
Life policy
500
What are the password requirements that need to be followed when creating a new password?
1. 8-16 characters 2. Mix of numbers and lower case letters 3. Cannot repeat the same character numerous times 4. No spaces or special characters
500
What do you tell a customer requesting winter suspension? (Agency office open or closed)
If agent is participating you answer: You can inform the policyholder of the time frame for the normal reinstatement dates of Winter Suspension. If they still want to reinstate their vehicles prior to the normal reinstatement dates then follow the appropriate procedures under Policy Transactions.