Show:
Revised Quote
MOOS
Rewrite Procedures
Mandatory Scripts
Pre-Binding Verification
100

What needs to be verified to open a revised quote?

Verify full name, date of birth, & last 4 digits of Social Security number (SSN). Verify mailing address if no SSN. Not required on outbound calls.

 

100

When should the FCRA script be read on a MOOS quote?

At the start and every time.

100

What information do we disclose to the customer when rewriting?

Do not disclose or provide ANY customer confidential information. Ask caller to provide information.

100

What mandatory script should be read when customer decides to exclude a driver?

"I will need to list all household members who meet the minimum licensing age of 15 on the policy. You may exclude those who qualify from your coverage, however, if they were to drive your vehicle(s) and get into an accident, Progressive will not pay for the damages."

100

Why are some PBV customers asked to pay in full?

A small percentage of quotes require customer to pay in full, including any outstanding customer balances, based on a review of previous policy history. Advise customer to send an email to verification@progressive.com unless an Underwriting specialist calls to advise customer is prepared to purchase policy with these requirements.

200

When should a FCRA script be read on a revised quote?

FCRA script must be provided on quotes over 60 days. Financial responsibility is rerun after 60 days of last update when revising quote.

200

List at least 3 things you need to complete before sharing the rate with customer on MOOS quote.

  • Review Driver Status to determine who needs to be listed, AND probe for additional household members or vehicle operators.
  • Select "Edit" on Rates page to make changes identified during quote. (e.g., add/delete driver, add/delete filing, etc.)
  • Ask if any new accidents &/or violations have occurred. Enter any new AND enter existing accidents/violations from current policy.
  • Ask if driver's license was obtained in new state, & update driver's license information when needed.
  • When customer has waived accident, review Accident Waived for handling. (California & North Carolina: Accident Waived is not available.)
  • When customer has a forgiven accident, review Progressive Accident Forgiveness.
  • Review VIN errors when needed. Refer to VIN - Vehicle Identification Number.
  • Review coverages both selected AND not selected. Follow state-specific Coverage Presentation guidelines.
  • Michigan: Review Further Action(s) Required Prior to Sale if needed.
200

What should you do on rewritten policies that want to continue participating in Snapshot Mobile?

Snapshot Mobile: Advise customer to uninstall mobile app & reinstall to avoid any issues with new policy.

200

What mandatory script should read when putting phone number on policy for customer?

"You have the option of receiving automated or prerecorded calls and/or texts about your policy. Which option would you like? Calls, texts or both?""You have the option of receiving automated or prerecorded calls and/or texts about your policy. Which option would you like? Calls, texts or both?" (GL: Revised Quotes, Quote Flow)

200

What is the email address for customer to send documents to when in PBV?

verification@progressive.com (GL: PBV)

300

Name at least 5 quote details that must be reviewed again on a revised quote before finalizing.

  • Full mailing address
  • Vehicle year, make, & model(s)
  • Driver name(s): Ask if there are any household members who are old enough to have a permit & if anyone else drives your vehicles regularly. Follow state-specific Driver Status guidelines for who should be listed on policy.
  • Driving record
  • Prior insurance history (Including current, length, & recent bodily injury limits)
  • Paperless/E-Fulfillment
  • Coverage review
  • Snapshot election
  • Rate
300

Can a refund be transferred from the policy of prior state to a pay on MOOS quote upfront?

No, not for the balance due today.

300

Is a FCRA script for a rewrite required in the state of Florida?

Script is not required when rewriting existing policy with no break in coverage AND product/channel/state stays the same.

300

What is the mandatory script for a comparison rate in the state of California? And do we actively offer comparison rates?

Customer requests Comparison Ratings: "Your comparison rates will be provided by our trusted service provider, Insurance.com, who will share your information with various insurance companies for the purpose of calculating your comparison rates." (GL: Comparison Procedures, CA)

300

What should you do when a customer is placed in PBV and does not have an email address?

1. Confirm customer agrees to provide verification by phone & ask for best time to receive calls.

2. Send email to verification@progressive.com, & include the following:

  • Quote number
  • Customer's first & last name
  • Phone number
  • Best time to call
  • Indicate customer does not have email address & is requesting verification results by phone.

  • 3. Advise customer they will be contacted by Underwriting team within 2 business days with additional information. (Due to higher-than-normal email volume, advise customer it may take more than 2 business days.)

GL: PBV

400

Why is customer unable to obtain/retrieve quote online?

  • Customers with the following situations will not be able to obtain or retrieve quote online:

    • Comprehensive only vehicle(s)
    • Named Operator policy
    • Physical damage only quote
    • Pre-Binding Verification (PBV)
    • Purchased quotes
    • Stated amount vehicle(s)
    • Unlisted new model
    • Customer has existing (renewal offer) policy, does quote, & then renews policy.
    • California: Excluded driver(s)


400

List at least 2 reasons why a customer should start the new state's policy now?

 

  • Customer may not be meeting state's registration requirements.
  • Encourage customer to purchase new policy now even when it is more expensive than current policy.
  • Not changing immediately leads to confusion for customer:

    • They are initially told it is okay to keep current policy until renewal, & then customer is sent nonrenewal notice indicating we will no longer insure them.

    • Customer may not remember they need to call us & may shop elsewhere as a result of the nonrenewal.
  • We lose the opportunity to retain a customer that we have worked hard to build a relationship with. (FAQs)
400

Can customers retain tenure from a previous Progressive policy?


Customers may be able to retain tenure from previous Progressive policy through Customer Since enhancement. Review Customer Since GL to be sure.

400

What mandatory script must be read specifically for the state of Maine before finalizing the policy?

  • Ask: "Do you confirm each vehicle is garaged at the location indicated for at least six months (182 days) each year?"
  • Advise: "If the garaging location is intentionally falsified, you understand Progressive may not pay for any vehicle damages or claims and/or may cancel the policy."
  • Acceptable answer: (English version populates in system.) GL: Revised Quote Procedures or Quote Flow
400

What is the pre-binding GL version for the state of Michigan?

GL: Further Action(s) Required Prior to Sale

500

Can a named insured be changed on a quote once the FR/MVR has been ordered?

Named insured cannot be changed on quote. Once FR has been ordered on named insured, new quote will need to be started. GL: Revised quote, FAQs


500

When the customer does not want to purchase the MOOS quote and the policy is not in free look, should a processing request be submitted?

Yes.

(MOOS GL leads to Step 6 of Vehicle Location GL)

500

Scenario: Customer calls in to request comparison of DIRECT quote to their Agency quote. 

Should we offer to quote the customer?

No. 


Customer MUST be referred back to their agent minimum of two times prior to providing Direct quote. Failure to comply, Progressive may be required to pay a commission to agent for the expected life of the policy when we rewrite or spin off Agency policy to Direct. This process MUST be followed.

  • Customer agrees to stay with their agent: Refer customer to agent, or Direct Transfer/Cold transfer to Agency Customer Service when customer has questions regarding their policy.
  • Customer does not agree to stay with their agent: Consult/Warm transfer to Customer Preservation Team (CPT) using appropriate speed dial.

GLs: Rewrite Procedures GL leads to Agency Business-Customer and Agent Procedures GL or Progressive Brand and Channel Compliance GL

500

What script should be read to customer when they decide they do not want to participate in snapshot while quoting?

Advise enrollment can be completed online at any time; however, participation discount will not apply.

500

What must be done in order for the customer to receive their PBV email and know what is needed?

Select "Save & Continue" at bottom of "Application Submission" screen to send record to Underwriting team.  
Select "Save Quote" at bottom of "Pre-Binding Verification Required" screen to prevent loss of quote data. (GL: PBV)