Product Knowledge

1

100

No SSN on CRS or WMA although is located on PICX, can we surrender the policy? Check list passed 

Yes, with WI including all need it details to process 

200

PO son calling, not passing security, can we send the values to the AOR?

No, the only thing that can be send is blank forms

300

How do customer change her name due to divorce ?

(LA-NAMECHG form number for MetLife or LA-NAMECHG-B for Brighthouse Financial), or a signed request in writing, or a certified copy of legal/court appointed documentation (marriage certificate, final divorce decree, etc.) is required, based on the request.

400

Customer calling to confirmed values, SSN not on records, what is the correct process to follow?

We need to ask for the Full SSN- documented and if the rest of the security is met and we feel comfortable we can provide the information

500

Contingent owner on the policy, can we process a disbursement?

Yes, contingent means it will be owner only if the current owner pass away 

2

100

Whole life policy, what happens if the policy is not paid ? Generally speaking 

The policy will go to NFO available and after that period set will lapse 

200

What do we do if customer fails the first enhance question? 

We continue with a new question, we can give 2 more attempts 

300

Reasons to use enhance sec

• Caller seems suspicious.
• Any contact information is changing (Mailing Address, Phone Number and/or Email Address).
• Bank account is changing.
• Caller requests a disbursement and cannot provide policy number.
• Caller requests a 1099 form be emailed/faxed to an email address or fax number not on file. View Emailing Correspondence for additional information.

400

Customer call to confirmed we got a payment, we haven't ? What do we ask during the call ?

How was the payment sent?
What is the amount?
When was sent?
To which address was send?
It shows cash on your bank? if so, can you please send us the proof?

500

PO wife is on the line at first, PO came after passed security and authorize to speak, do we send the survey?

No

3

100

Reinstatement - can we provide a reinstatement quote for Brighthouse Policies

No, it has to be manual calculated so we need to send the request by WI 

200

MFA was already met to change address, is enhance security need it ?

Yes, its always need it 

300

Can a third party answer the enhance security questions after is authorize to speak and process transactions by the PO?

Yes, recently calibrated with QA 

400

We are doing enhance security, if there is been just one owner since the policy was open, can we ask the question -Name of previous owner (if applicable).

No, (if applicable) means if there was a previews owner. Please make sure you review the additional security questions and read the () info as that's the guidance we can follow on those questions 

500

Can we process a loan to pay the premium over the phone? 

Yes, the process can be done on WMA choosing the option: Disbursement:  Pay policy