BNH Week 2 Review

What does NOC stand for?

• Notice of Cancellation

• Nocturnal

• Northern Oklahoma College

• Note Other Calls

How many days do we place Notice of Cancellation (NOC) holds for?

• 15

• 10

• 5

• 3

What payment methods do we accept? (choose all that apply)

• Debit Card

• Credit Card

• Checking Account

• Savings Account

Answer explanation

At this time we do NOT accept American Express card payments.

Who can make a payment? (Choose all that apply)

• Named Insureds

• Guests using a card in their name

• Guests using a card in the client's name

• Agency with a client in their office to give permission

Answer explanation

All of the above can make a payment! We need verbal permission from the client to process a payment when the name on the payment method does not match the caller's name. We do NOT process credit card payments for third parties (mortgagee/lenders).

Which payments are you able to process? (Choose all that apply)

• All Home and Auto Policy payments (amount due in OneView/Partial Payments/Inactive accounts)

• The amount showing due in OneView for Commercial/Farm Policies

• All payments for Life and Health Policies

• Partial payments for a Commercial or Farm Policy

What is the order to offer payment methods if the client has no preference?

• 1. Credit Card 2. Debit Card 3. Bank Information

• 1. Bank Information 2. Credit Card 3. Debit Card

• 1. Bank Information 2. Debit Card 3. Credit Card

• 1. Debit Card 2. Bank Information 3. Credit Card

Answer explanation

Bank information has the lowest fee charge, Credit Cards charge the highest fees. Debit Cards are right in the middle. Therefore we should offer to take bank information first, then debit cards, followed by credit cards last when processing payments.

How do you access the payment system?

• Through the products tab in Navigator

• Through a desktop Icon

• Through a link in click2KNOW

• Through the Billing Toolbox

Answer explanation

Payments are processed without the need to leave Navigator (other than the use of click2KNOW)!

When a client is unable to pay their bill, what will you FIRST need to determine?

• Whether the reason is the due date, or billed amount

• If the client can pay using a different method

• When the client can make the payment

• Why the bill was sent

Answer explanation

The first step to handling a "I can't pay my bill" call is to determine if the reason the bill can't be paid is because the due date doesn't work, or the amount is too much.

If a client is unable to pay their bill because of the due date, what will you FIRST need to determine?

• Whether this is a one-time issue, or always an issue

• If the client qualifies for an exception

• Whether to use the Dashboard or Toolbox to check for exceptions

• The account's payment plan

Answer explanation

When a client can't pay their bill we first need to determine if this is a one-time issue, or an issue that may be on-going and in need of a due dat change.

According to click2KNOW, what is the first option to provide a client when they're unable to pay their bill?

• Minimum Payment

• Pay another way (with a Credit Card)

• Payment Plan change

• Due Date Extension