Call Handling
This process allows us to disconnect a caller in the event they are using abusive or derogatory language.
Handling Abusive Calls
This coverage is Mandatory if the vehicle has a Lienholder. Also provides $500 for trailers that are not used for business purposes.
Comprehensive (Comp)
A customer in New York calls in and says they are confused as to why they were sent another device as they already completed a term of monitoring and they are in a 1 term monitoring state. What would be the reason for this?
Snapshot Program Overview => Driving/Monitoring Period
What are 4 examples of when an opt out suspension can be used?
Opt Out Suspension FAQ
A customer just got done asking questions to our chat team and is calling in to request a copy of the chat transcript. Are we able to fax this to them?
Customer Requests Transcript of Chat
If a caller has questions about former CEO Peter B Lewis, how would you answer this question?
Call Handling for Questions Regarding Peter B. Lewis or George Soros
A customer is renting a large uHaul for a cross country move and wants to know if coverage will transfer over to the vehicle. Where would we find information on this?
Coverage Transfer to Rental/Non-Owned Vehicle
If a mobile customer is concerned about how much data usage and battery usage is expected while monitoring, what can we tell them?
Snapshot Program Overview => Under Mobile App Specifics.
When a customer requests to start over, what must we tell them before starting over?
Start Over (Plug-In Device) // Start Over (Mobile App)
A customer calls in asking for help with their Umbrella quote. They give a policy number that starts with PUP… how would you handle this call?
Umbrella: Existing Quote or Policy
If a customer wants to inquire about getting a job at Progressive, where would you refer them for more information?
Employment Opportunities
This furry perk provides $1000 for injury/death for cats and dogs and is included with collision coverage at no extra cost.
Pet Injury Coverage
What is the suggested script we can read when a customer asks about Snapshot in California?
Snapshot Availability
How many days of data are needed for:
5.0, 4.0, 3.0, 2.0, New York ?
Discount & Surcharge Qualification/Calculation
A Texas customer is calling to advise there was an error with their credit report and requests that we re-run their credit. How could they dispute that with us?
Credit Order - Customer Disputes Credit Information
One of your childhood friends has called Progressive with questions about their policy. What information are you able to disclose?
Handling Policy of Friend or Acquaintance
What is the minimum liability coverage needed in the state of Texas?
State Minimum BI/PD Limit Requirements
What states do not use GPS features with the devices?
Snapshot Experience Troubleshooting Plug In Device
What is considered the average number of miles for a vehicle per year?
Discount & Surcharge Qualification/Calculation
This state provides a right to protest an increase in a customer's premium rate on their auto.
Notice of Premium Increase