Research and & Eligibility
Before moving forward with the reinstate, these restrictions and special billing circumstances must be checked.
What are weather binding restrictions and billing leniency/moratoriums?
After eligibility is established, the customer receives scripting that compares these two options.
What are Reinstate vs. New Policy?
Before determining whether the caller can provide the VSONL, collect this.
What is the phone number they are calling from?
After a successful VSONL, this is collected from the customer.
What is the full cancel notice payment?
Customers should be advised that they may not be eligible for these in the future.
What are reinstates?
This early research step includes checking policy indicators.
What is checking for Underwriting Issues/Policy indicators
The customer must be asked whether any of these three things occurred.
What are accidents, claims, or losses?
Before preforming the VSONL, you must verify this about the person on the call.
What is whether the person is authorized to provide the VSONL?
True or False: Attempting the payment is enough to move forward with processing the reinstate.
What is False? The payment must be succesful.
This scripting is reqiured if state reporting applies.
What is Triage Scripting?
Expectations for the customer are established based on this.
What is the cancel type?
The customer is given this amount and advised it will be collected later in the call.
What is the cancel notice amount due?
The customer must give this response to all VSONL questions to proceed.
What is "No"?
The actual reinstatement is processed in this system.
What is Duck Creek?
If one of these exists, its applicable steps need to be followed.
What is a draft?
This must be confirmed before offering the customer the opportunity to reinstate.
What is reinstatement eligibility?
True or False: The cancel amount is collected before completing the VSONL.
What is False? The amount is provided before the VSONL, but payment is collected after VSONL.
True or False: The VSONL can be paraphrased as long as all important information is covered.
What is False? The VSONL must be performed verbatim.
Which happens first: processing the reinstate in Duck Creek or successfully collecting the full cancel notice payment?
What is successfully collecting the full cancel notice payment?
When checking filings, policies in these two states may require a filing rush request reinstate the filing.
What are TX and MO?
Put the four Research and Eligibility steps in order.
1. Check weather binding restrictions and billing leniency/moratoriums.
2. Check Underwriting Issues/Policy indicators
3. Set expectations based on cancel type
4. Check reinstatement eligibility
A customer reports an accident, claim or loss. According to the call flow, can you simply continue with the reinstatement as normal?
What is No? Continue only if the answer to accidents, claims, or losses are no.
Name the three VSONL phase steps in the correct order.
1. Collect the phone number they are calling from
2. Check whether the person is authorized to provide the VSONL
3. Perform the VSONL verbatim
When taking a payment with a credit card, these two questions verified.
What are "verify with caller are they account owner or authorized user of Debit/Credit Card" and "would you like us to remember this account for next time?"
Name the final two customer-facing instructions used to call the reinstate call.
What are advise the customer to disregard cancel documents they may have received, and advise that the reinstatement notice will be mailed after processing.