Best Practices
This is what we verify when receiving an agent support call
What is member name, address, and date of birth
An agent can be directed to follow this process when needing a password reset
What is selecting "forgot password" on the log-in page
This party is permitted to mail payments
What is a mortgagee
Reciprocal - It means the company is owned and funded by the insureds
More than 95% of our callers are licensed experts, but we should still review these two items for accuracy on every call
What is coverage selections and billing method/pay plan
We have these three parties sign an application once we bind the policy
Who is the member, the appointed agent, and the TRUE employee
This is a requirement for a customer to finance their premium
What is automatic payment enrollment
An agent quotes a policy and Coverage A generates at 1,000,000. The agent, per member request, reduces Coverage A in the quote to 700,000. How will the quoting platform respond?
The agent can continue the quote but it will refer to Underwriting
We do this when processing or researching during a call to avoid the caller singing the Jeopardy theme song.
What is road mapping and/or rapport building
We follow this process when a quote is not generating the premium amounts on the package screen.
This is our refund method and timeframe for cancelled policies
What is paper check to be mailed within 10 days of the cancellation effective date
TRUE has an AM Best Rating
To respect the agent's time, given that time is money for the insurance salesperson, we balance these two behaviors on a call
What is time spent researching/troubleshooting and when we reach out for live support
This is the process followed when a change is requested on a bound policy
What is completing the "Policy Change Request" template and emailing it to agent-support@trueins.com
We provide this many days to receive payment after a non-pay cancellation notice is sent before processing the policy termination
(Bonus: We never use this term to describe the time between the payment due date and processing the cancellation)
What is 15 days
(Bonus: Grace period)
What is the distance to cost that TRUE will offer coverage for?
Up to 1000 feet.
We say this when someone trusts us with a metaphorical briefcase filled with $2million cash
What is "We really appreciate you trusting us with your business" (or other authentic expressions of "thank you")
We follow this process if an agent calls in to advise a Member has requested cancellation
What is advise that all cancellations must be requested in writing, emailed to memberservice@trueins.com or mailed to our document address
Define the surplus contribution and how long it lasts. Include why it is charged.
What is a 10% fee charged to the member annually, for the first 5 years of the policy life. TRUE is owed by it's members, which requires the 10% contribution for funding operating expenses and claims.
On what day did agents begin quoting TRUE policies in Unqork? What do we do if a policy or quote was entered prior to this date?
8/16/2021, we refer them to Orchid.