Coverages
Coverage that pays for damages that were the result of an accident with another vehicle or object
What is Collision
The first auto product created by Root
What is Classic
Never use this term with a customer who has been declined
What is denylisted
Hello! Thank you for calling Root. This is (insert name). How can I help you today?
What is a call greeting
Root’s internal customer database that includes information on every customer who has ever set up a profile in the Root app/web
What is Customer Service Dashboard
Can only be selected if Comprehensive and Collision coverages are selected on the policy
A product variation that allows the user to choose to bind a quote OR complete the Test Drive first
What is OneProduct
Channel where Reps can post questions specific to accounts
What is Helpdesk
When this happens, the call will connect to the other party before the caller is connected.
What is warm transfer
Platform used to manage communications with our customers
What is Kustomer
Pays for any type of damage that does not involve a collision with another vehicle
What is Comprehensive
New pricing update for the Day One product that, if certain requirements are met, decreases the chance of an increase in the rate at Day 60
What is Phoenix
This call is being recorded and monitored for business purposes
What is the OBC disclosure
A caller can be placed on this when the rep needs to get more information, consult the Helpdesk, or just take a moment to get their thoughts together.
What is hold
The system used to send faxes
What is Nextiva
Pays for medical and funeral expenses, legal fees, and lost wages for other people when you cause an accident
What is Bodily Injury
A way to offer coverage while customers participated in the test drive
What is Day One
Directions to make ANY policy changes can only be provided to this person
Who is the Primary Named Insured (PNI)
A translation line that is available when we have difficulty assisting a customer due to a language barrier to ensure positive interactions with all of our customers.
What is Lionbridge
Single source of truth for all customer service processes
What is the process guide
This coverage allows the customer to assert a claim for pain and suffering, so long as the accident was not his/her fault.
What is Full Tort
Currently available for 2015 and newer GM vehicles
What is RootReady
Can't be used to purchase a policy but can be added after the policy has been purchased
What is American Express and Discover Cards
If this is not complete, no policy information should be released
What is phone verification
A simulated version of the customer’s Root app
What is Appetize