Billing
NI is calling to pay using his son's card. What can you do?
Card payment
Request to speak to account owner or authorized user
NY.- Is spousal supplemental coverage mandatory?
GL Supplemental Spousal Liability (SSL)
No. Can be declined.
AZ Customer called because her policy increased. Policy activity shows added driver due to YDD. What do you do?
GL Youthful driver discovery (YDD)
Consult/warm transfer 277
NI is calling to remove his uncle from policy who was added due to an accident. How do you handle the call?
GL. Request to Reverse Changes Made Due to Claim Follow-Up
Proof is required to reverse policy change.
It is Saturday 10 AM, ET, NI is buying a new car at dealership, when and how do you use an RTA form?
GL Registration and Title Application Form
When:
Which payment types we cannot take?
Card payment
American Express
not bank VISAS e.g., Chime, Green Dot)
NI is renewing her car registration in NJ and needs the company code, how can you find it?
GL. DMV Company Code
DMV code listed in ID card
AZ. Direct policy sold quote status.
NI is calling because policy will start 2 weeks from now and she needs coverage today. What can we do?
GL Policy Effective / Expiration dates
Process policy term update. Access policy & update additional policy information.
NI calls to ask will I get a discount if I purchase a motorcycle policy?
GL. Multi-Policy Discount - Acceptability Chart
Yes.
Tool used to check status of documents received by Processing dept
POWR
You’re making a card payment, but the customer’s name has 27 characters. What do you do?
Card payment (FAQS)
Enter first name in full & initial of last name
Which states do not participate in the Loyalty Rewards?
GL Loyalty Rewards Program (Silver Gold Platinum Diamond Emerald or Crown)
Alaska, California, Hawaii & North Carolina and NJ on Basic Policies.
NI is currently in Brazil. Can we fax her the Dec Page?
GL International faxes/Phone number
Yes. The doc must be in PCV in order to be faxed internationally.
NI wants to insure marriage ring. How would you handle the call?
GL. PGR advantage products.
Refer customer to http://www.progressive.com/jewelry-insurance/ or Direct Transfer/Cold transfer using 221 when customer prefers to speak to someone directly.
What is a free form memo request and when do you use it?
Free Form Memos
Customer policy is pending cancel for nonpayment, but he can only pay half. What can you do?
Partial payment
Partial payment is not acceptable.
NY.- NI sold her vehicle yesterday and wants to remove it from her policy. What do you do? (registration still not cancelled).
GL Delete OR Replace Vehicle - FS6/FS6T Requirement
Read script and advise to contact DMV.
This service detects major accidents in real time and contacts customers to offer emergency services or tow assistance. How is it called?
GL Mobile App
Accident Response
AZ. NI's car is having transmission issues due to wear and tear. NI is asking if we cover the repairs. Also, which coverage offered by PGR would cover this situation?
GL. Hypothetical Claims Question
Transfer Call to claims.
GL. Progressive Vehicle Protection
Vehicle must be 2yo or less
2 reasons to rush a request when using online forms
Rush request
NY. Do I pay any fees to my state for having a vehicle?
Charges and fees
Motor Vehicle Law Enforcement Fee
NC. Saturday, 11:00 AM/ET; NI is calling because she needs an FS1. What is an FS1 and how would you handle the call?
GL State Reporting: Insurance Verification (FS1)
FS1: NC certificate of liability insurance
Transfer call to IVT / 184
New customer just bought a policy and was previously insured by Farmers. Can we cancel their previous policy with Farmers on their behalf?
GL Cancel with convenience
Yes, Farmers is an eligible carrier.
NI is renting a Nissan Rogue from Alamo to go on vacation for seven days. Will Progressive pay for it and provide coverage? Does NI have any benefits for being a PGR customer?
GL. Coverage Transfer to Rental/Non-Owned Vehicle
GL. Perkshare
PGR will not pay for it. Coverage transfers (refer to GL). NI will get a discount from the car rental company.
A 3 year PGR Customer needs a Dec Page from his policy of 1.5 years ago. How do you send it?
Customer requests email response