To transfer or not to transfer

1. A SAS insured calling in to reinstate his policy.

• Transfer to SAS

• Keep the call

Answer explanation

Only SAS AGENTS would need to be transfered

An agent is calling in to QUOTE a new business policy with 12 power units and 3 vehicles

• Keep the call

• Transfer to Fleet

Answer explanation

Set the expectation for the transfer, the fleet dept cannot quote this either, but can teach them how to do a submission.

1. An agent is calling in to follow up with proof of garaging that UWS (Underwriting Support) had requested.

• Transfer to UWS

• Keep the call

Answer explanation

Be sure to check notes to verify if POGA UW note exists

1. An insured is calling in to see if we would write a livery risk in the state of NY

• Keep the call

• Transfer to Livery

Answer explanation

State Specifics> Rating Variables> Acceptability

1. An Insured is calling to bind their rewrite quote, it is an agency policy.

• Transfer to Flex rep/ Sales

• Keep the call

Answer explanation

See Rewrite Bind Guideline

1. An insured is calling to ask if we offer Condo insurance.

• Transfer to ASI

• Keep the call

Answer explanation

Advise the caller we do offer condo insurance, but if they want to get a quote follow the GL for the correct procedure for agency vs direct insureds.

If you were in the process of Warm Transferring a caller, and the call disconnected would you call them back?

• Yes

• No

A Current Direct CL customer wants to quote BOP where do you transfer the call to?

• BIT

• BOP

• Sales