Billing/ CM/ ContactView
Mr. Worldwide calls in about his bill. You make an accommodation and waive the late fee. What do you do next?
Document action in contact management
I have a customer who has more than 4 cars on a Q1/Tap/Legacy policy, what procedure should I follow to get coverage an additional car more?
VEHICLE - FIFTH VEHICLE POLICIES: QUANTUM / QUANTUM AUTO 2.0
How much personal property coverage comes with the Basic Roadside Assistance? (BRDA)
None, only Premier RSA provided $500 limit
Which coverage (s) would provide medical coverage for me and the people in my vehicle regardless of who causes the accident?
Medical Payments and Personal injury Protection (Med Pay and PIP)
Prince Charming calls in to add a vehicle. You ask if the vehicle will be titled to him, Mrs. Charming, or a co titled to him & his wife and he responded "Yes". How do you proceed?
It's important to develop the title for each vehicle to ensure name insuredhas interest to vehicle. Get more details.
What is the last step to the cancellation procedure?
Provide final billing details.
Where do I go to find vehicle add/change job aid?
Business Center>Procedures>ISR>Auto A-Z> Vehicle Addition/Substitution>Vehicle Change Flow
If a customer has a home that still has personal property in it but they don’t reside there, how would we classify it?
Unoccupied
For the Valuable Items endorsement (HO-61-B), coverage can be increased in increments of what?
increments of $1000.00
ASO customer calls in to cancel policy and refuses to speak to agency. How do you proceed?
Send LPR to customer and agency alert.
Where can you find the phone validation procedure in LP?
Business Center - Service > PROCEDURES > ISR > Call Opening / Call Closing / Call Backs > Call Opening Expectations
The VIN is not pulling thru a vehicle when I am trying to add it in CDE. What procedure do I follow?
Business Center - Service > PROCEDURES > ISR > AUTO SPECIFIC > Vehicles Page > VIN - System Unable To Identify / Derive
My boyfriend surprised me with a diamond ring worth $25,000. In the unlikely event of a fire, would my ring be covered under my basic CT Quantum (Phase 2) HO-3 policy?
Coverage is available up to the ACV of the ring because fire is a named peril
For a CT Platinum Plus policy how much coverage is available if the power went out due to a wind storm and all the food in my fridge spoiled?
$5,000 subject to all peril deductible
What needs to be done in work management if a caller indicates that they are the executor of an estate and the sole NI is deceased?
Set a non-renewal diary in work management.
qMr Harry Styles is on EFT installments with his next deduction on Monday 05/08 for $250. He has 3 installments left in the term. He made a change earlier today (Tuesday 05/04) to add a car that added $500 to his premium. He is now making a change to delete a car that resulted in a RP of $450. How will this impact his billing?
no time to change the installment on 05/08, so that will remain $250. His 06/08 installment will increase by $25, taking his installment to $275 for June and July.
What procedure would I look in if my customer indicates the car would be solely owned by their son who is living in the home with them?
Vehicles Owned By Resident Relatives / Insurable Interest
Can I change the Tort option for a customer if they want to drop from full tort to limited tort by their verbal request?
No, we need the signed TORT form before processing the change.
A PA customer calls in to ask why a loss free disocunt isnt included in policy. She has been with Travelers since 2021 with no claims, what is your response and where do you go to locate discount requirments?
state rate manual- PA is 84 months no loss
When processing add/change to vehicle, what are some key coverages to mention to your caller?
Proactively offer RSA, ETE, Responsible Driver Plan
We just made a change to a statement billed policy that increased the premium by $589 taking the new term premium to $2601. There are 20 deductions left. Explain the premium change in customer friendly terms and how it affects the installments.
this change increases the policy by $589 taking the new total premium for the year (6 mo) to $2601. Because you are on payroll deduction, you will see an increase to each installment by approximately $29.45
Where do I find the documentation requirements along with LEASE details for a Nissan North America employee lease?
Link from the agent code or the A-Z procedure for Nissan North America Requirement
In the state of Pennsylvania, a customer wants to know what TORT coverage is. How do you explain TORT in a simplified way to the customer?
Limited Tort (QA) - limits the right to sue for pain and suffering. Full Tort (QB) - gives unlimited rights to sue for pain and suffering.
TORT is the ability to sue for the intangible dollar amount for 'PAIN and Suffering" due to an accident. You can still sue for tangible amounts such as medical bills, loss of wages, essential services and funeral costs.
What does PIP cover that MED PAY does not?
Pip covers medical expenses, work loss, replacement services, funeral expenses and survivors benefits. Med Pay only pays Medical expenses.
You just processed a vehicle change for an ASO customer. What are your final steps in the process?
send ASO alert and review billing changes with insured