PHA at a Glance
Customer owns the property and is responsible for the entire property. What PHA coverage am I?
What is Home.
CRA treatments displays for all caller types. Which callers are you required to discuss the CRA treatments with?
What is the Named insured, Second Named insured and Spouse.
Snapshot device was shipped more than 7 days ago or within the last 2 months, and Progressive hasn't detected the device was installed. There is a CRA treatment for this. What treatment am I?
What is Snapshot device install
Customer is currently on Direct invoice bill plan. There is a CRA treatment listed. What treatment am I?
Autopay EFT & Card
You offered me a Renters Quote, and I stated I am not interested. How will you code this?
What is Other
Most insurance companies insure homes based on ____ cost.
Rebuild
Customer is cancelling out the policy. There is a Paperless and Autopay treatment listed. Can you code these offers as Other without discussing them?
What is No. Only code CRA treatments if discussed.
Customers policy was effective within the last 2 months, and we do not have a Snapshot mobile monitoring start date time in our system. There is a treatment listed for this. What treatment am I?
What is Snapshot Mobile device not registered.
There is a CRA treatment advising signature forms are due. What treatment am I?
What is Fulfillment.
You offered the Paperless upgrade to me, and I said yes. How will you code this?
What is Code CRA as Converted to Paperless All Documents when updated.
Customer Rents the home. (Apartment, condo, Duplex) and not responsible for the Property. What PHA coverage am I?
What is Renter's coverage.
You made a successful PHA offer resulting in a transfer. Do you code this before or after the caller is off the line?
What is Before. Code all CRA reasons discussed before transferring the call, when transfer is needed.
Progressive asked for the Snapshot device to be returned within the last 3 months & nothing was received. There is a CRA treatment listed for this. What treatment am I?
What is Snapshot Return device.
The Customer went to the Silver level at Renewal. The Customers loyalty level improved. There is a CRA treatment listed for this. What treatment am I?
What is Loyalty
There is an Autopay CRA treatment for a Motorcycle policy. How will you code this?
What is Consultant not trained on Special Lines product
Coverage for food, room, and board during a covered claim.
Loss of Use
You made a Paperless offer, and the customer declined it at first and you coded it as other, on the same call the caller then decides to be Paperless. Can you re-code the outcome?
What is Yes.
Consultants may re-code treatments as long as the caller is still on the line.
Customer is not receiving all of their policy documents by email, and they are already getting the Paperless discount. There is a CRA treatment listed for this. What Treatment am I?
Customer called progressive 3+ times in the last 6 months for help with any combination of billing, documents or policy request. What treatment am I?
What is Online service & Mobile app.
There is an Ask for Renewal payment CRA treatment. But the Customer made the payment within the last 48 hours. How are you going to code this?
What is Code CRA as Customer Made Payment if payment was made within last 48 hours but is still showing in CRA.
This PHA coverage covers, Dwelling, Personal property, Medical payments for others, Personal liability and Additional living expenses and Loss of use.
What is Condo coverage.
There is 5 CRA's and 1 PHA offer listed on a Policy. Products & or services will be listed in order of priority top to bottom. How will you handle this?
What is Prioritize offering treatments that are displayed in CRA.
Customer hasn't completed Paperless enrollment process. There is a CRA treatment listed for this. What treatment am I?
What is Paperless Pending.
Customer had a claim and final payment was made within 60 days, and the Vehicle is still listed. There is a CRA treatment listed for this. What treatment am I?
What is Vehicle Total loss.
There was a Customer Data Discrepancy - Zip Code CRA offer. I stated I do not want to Validate my address. How will you code this?
What is Other: Select when customer does not want to validate address.