Unlicensed Processes

Billing or Payment Questions

100

What are the benefits of Recurring Credit Card payments include?

• Saves time and postage.

• Easy to apply and easy to cancel.

• You pick your own charge date.

• Your payments are made on time, even if you’re out of town.

• Allstate accepts Discover, Visa, MasterCard and American Express.

200

What are the eligibility of scheduling a payments?

• In order to be eligible to set up a scheduled payment, the policy must:
  • Be in Active status 
    • This includes Special Pay Plan (SPP) and Catastrophe (CAT) billing.
    • Policies in Self-terminating (S-Cancel) status are allowed to schedule a payment on their Renewal Bill. 
  • Have a balance.
  • Have a current bill issued.
  • Be a supported line in the CCC.
    • Exception: Commercial policies cannot schedule payments.
• If the policy is eligible for a scheduled payment, the calendar icon will appear next to the date field in the payment screens.
• The eligibility criteria will be checked at the time of set up.  At the time of processing, the only check that will be made is a check to ensure there is a balance on the policy. 
  • If there is no longer a balance, the payment will be cancelled.
    • If the policy is in Terminated status: The scheduled payment will still be processed if there is a policy balance
    • For credit/debit card scheduled payments, the Recurring Credit Card (RCC) soft decline process will be followed. 
      • If a soft decline is returned: The charge/debit will be attempted two more times, two days apart before it is changed to a hard decline.
    • If a refund is necessary: It will follow the eRefund process and will be applied back to the original payment method.

300

What are the 2 main reason for rate changes?

• Rates changes may happen due to:
  • Cost of claims
  • Changes in risk
    • How likely a car might get into an accident or a house be damaged by a storm

400

What you should do if the customer didn't accept the premium change explanation? 

• Customer not accepting premium change reasons is not a valid reason to submit a billing investigation task.
• If customer requests to speak to a leader or manager: Refer to Escalation Process When Customer Requests a Manager or Leader. 
• Continue to next step.

13. Recap what was discussed and notate the call or chat.

• Example Talk Path: "We discussed the changes, such as (list what was discussed), that led to the premium change for your upcoming renewal."

500

Complete the sentence below:

• Alabama (AL), Georgia (GA), North Carolina (NC), South Carolina (SC):
  • Customers on Easy Pay (EZP) and Recurring Credit Card (RCC) may incur a ___ late fee if a cancellation notice is generated as a result of failed automatic or suspended payments, insufficient funds, credit card decline, or failing to pay by some other payment type by the due date.

$10

Documentation Requests

100

Use the information below when a customer has requested a CFR added or removed on a policy.

Certificate of Financial Responsibility (CFR) Request

Solution ID: 181110104214886 

200

Use this solution when the customer needs to show proof of auto liability insurance in order to obtain a North Carolina (NC) driver's license.

North Carolina DL-123 Form

300

Use to assist requests for a variety of policy documents including but not limited to quote proposals, billing and payments, ID cards, proof of insurance, coverage descriptions, and Certificates of Financial Responsibility. Use the information below to locate and send documents. Documentation should not be sent for any "What If Scenarios".

Documentation Requests

Solution ID: 181022074251362 

400

Use this solution for the Electronic Filing Request process for all states.

Send Proof of Insurance to DMV (Electronic Filing Request)

Solution ID: 181206053224626 

500

How many days that the name insured can expect the delivery of LOE when they requested it to be mailed?

• Inform the customer that the LOE will arrive within 7-10 business days.

Endorsements or Policy Changes

100

What are the following information that they need to provide when adding an occupant to an ULV policy?

• Name 
• Gender
• Occupation
• Date of birth(DOB). 

200

What’s the difference between a Mortgagee, Third Party, and Policy Interested Party?

• Mortgagee: A financing company who holds the loan for the property (home, condominium, mobile/manufactured home) and who has the legal right to take possession of the property or sell it.
  • Example: Loan companies.
• Add Interested Party and Third Party to Renters Policy: Any person or company that has a monetary interest in the status of the policy. (Renters Policies)
  • Examples: Landlord, Renter/Condo Association.
• Policy/Additional Interested Party: Any person or organization who may be affected by the policy.
  • Examples:
    • Estates - Legal entity where an individual’s property, financial assets, and liabilities at the time of his/her death are place in the care of an executor.
    • Trusts - Legal document with terms and conditions which assets of one party (grantor) are placed under the control of a second party (trustee) for the benefit of a third party (beneficiary).  
    • Designee - A person who has been officially been designated by the insured and is typically in reference to a Power of Attorney (POA). 

300

What would you choose In Advisor Pro when answering the question 'Will the applicant be paying the new business premium?' If premiums will be paid by the customer (not the mortgagee)?

Yes 

400

What will you do if the customer requesting to replace or remove an item due to a Total Loss? 

Transfer to Licensed Service.

500

What is the example talk path written in RA when the plates/tag are not returned at the DMV for removing a vehicle in the state of NY?

Due to New York DMV rules, we can't take off the old vehicle from your policy until you return its plates and obtain an FS-6T receipt. Meanwhile, we can add your new vehicle to the policy. Remember, you must return the old vehicle's plates to the DMV for its removal."

Coverages

100

_____ coverage pays for damage or loss to your car caused by something other than a collision such as theft, fire, vandalism, windstorm or hitting an animal.   

Comprehensive (HH)

200

What are the Mandatory Coverages in the state of Alaska?

AA - Bodily Injury Liability:

BB - Property Damage:

300

Can we add/edit/remove a coverage in the state of Florida (FL), Massachusetts (MA), Michigan (MI), New Jersey (NJ), or West Virginia (WV)?

NO

This must be transfer to Licensed.

400

______ coverage increases the limit on coverage for business property on Personal Property Protection (C) coverage. This increased amount includes property held as samples or for sale or delivery after the sale, while the property is on the residence premises. 

Business Property (BP)

500

What will you do if the customer has additional questions or would like to know if someone not listed is covered. 

Transfer to Licensed Service. 

Loaning or Borrowing a Vehicle, Boat, Motorcycle or Trailer

All Other Scenarios

100

How many hours does the password reset links will expire?

2 Hours

Password reset links expire within 2-hours of being sent.

200

What is the mailing address where the customer can return the trailing documents?

Allstate Insurance Company
PO Box 660070
Dallas, TX 75266-9782

300

What are the definitions of BDE status?

• The policy is in pended status because a Backdated Endorsement (BDE) is being processed on the policy. 
• The policy will remain in this status until the BDE is completed typically in 24 hours. 

400

What is the name of the form when customer requesting to add them on the Do Not Solicit or Do Not Call list?

 DNS/DNC Intake Form

500

What are the requirements when name insured are changing or creating a password to My Account?

• Password: 8 to 128 characters, at least 1 lowercase characters (a-z), at least 1 number (0-9), no spaces.
  • If the email address you are trying to use is associated with another account, please use a unique email address.
• User ID: 5 to 60 characters, not case sensitive, email addresses allowed.