Workflow
A State Farm policyholder in Florida is moving closer to the beach and needs to change their address.
Change of Address
What are the only 2 forms of payment we can accept
Credit/Debit Card or EFT
A customer calls to request a replacement ID card for their auto policy with State Farm.
Provide auto ID an d POI - ECRM
What is our Call action for a dead air Call
Dead Air
Policyholder calls in to add a vehicle to their existing policy
Add a vehicle
What is Balance Billing ?
The State Farm® Billing system uses balance billing to spread a premium adjustment change over current or remaining payments in the current term
A customer contacts you and wants to suspend the recurring monthly payment coming out of her account.
SFPP Transactions -Suspend Recurring SFPP Account
What is the call type for updating customers email address
Policy Questions and General Information
Policyholder would like to cancel a vehicle and add a vehicle on the same call
Replacement vehicle
What are 3 ways to see a copy of someone's bill
Bill Pay history Hyper links
Customer Document Center (CDC)
View Bill Button in SF Billing
You need to send a message to the agent. However, ECRM is down.
System down – ECRM
What is the call type for Cancellation
Policy Transaction
Customer calls in to update coverages on an existing vehicle
Standalone Coverage Change
What does the TOOF date represent?
The date coverage is no longer active on the policy
A customer calls in to add a vehicle, but they have no current policies
Guidance for raw new and existing customer calls
What is the call action for Raw new calls
New Customer Quote
Customer has a new job and now gets paid after his bill is due and needs to update his account.
Change SFPP due date
Can we accept partial Payments for TOOF in SF Billing
Yes, If the customer is not able to pay the full amount, the system will allow a partial payment of at least 90%.
Policyholder calls in to cancel their policy
Help with policy cancellation - all policy types
What is the call scenario for suspending a recurring payment for SF Billing
SF Billing only - Billing Account Payment or Transaction Successful