Servicing
- Choose up to 3 reasons customer called
- Think of the major category first, then the sub-category
- The main topic was billing – what about it?
- The customer called to cancel – why?
- If the customer mentions wanting the cancel at any time during the call, code it as a cancellation call
- Only enter 1 call reason code for the following situations:
- When the customer called to cancel, but was SAVED – Use SAVE as the main category, then the reason for wanting to cancel as the sub-category
- Note that a SAVE is only applicable to retaining a customer who pays premium (a SAVE does not apply to customers who only have complimentary coverage)
- “Refused to provide (RARE)” should not be used with another reason code
- “Thought it was life insurance” should not be used with another reason code
- “3rd party PI not available” should not be used with another reason code
- When the customer called to cancel, but was SAVED – Use SAVE as the main category, then the reason for wanting to cancel as the sub-category
- The reason code does not replace the need to enter a comment
| BILLING | Description |
| Change billing method detail | Change account type, soft / hard decline, frequency, premium due notice |
| What is the charge for? | Not sure why they are getting billed / unaware of charge on statement |
| Change billing date | Wants a different billing date |
| Payment received / refunded | Confirmation of payment received / refund request |
| Manual billing fee | Manual billing fee |
| Make a payment | Wants to make a payment over the phone |
| CANCELLATION | Description |
| Get it elsewhere | Have this product with employer / somewhere else |
| Due to death | PI deceased |
| Doesn’t remember | Customer does not remember enrolling |
| Product did not meet needs | Product no longer needed |
| Thought it was life insurance | Thought product was life insurance / something it isn’t |
| Closed account (Credit Union Only) | Customer voluntarily closed their account |
| Cost | Costs too much / pricey / can’t afford |
| Refused to provide (rare) | No reason / just wants to cancel |
| Only meant complimentary | Enrolled by accident / did not mean to purchase supplemental coverage |
| 3rd party PI not available | A third party caller wants to cancel coverage and the PI is not available |
| SAVE | Description |
| Cost | Costs too much / pricey / can’t afford |
| Get it elsewhere | Have this product with employer / somewhere else |
| Doesn’t remember | Customer does not remember enrolling |
| Only meant complimentary | Enrolled by accident / did not mean to purchase supplemental coverage |
| Product did not meet needs | Product no longer needed |
| Thought it was life insurance | Thought product was life insurance / something it isn’t |
| Refused to provided (rare) | No reason / just wants to cancel |
| CLAIMS | Description |
| Initiate claims | File a claim |
| Procedures (How do I…) | What should be included as part of claim packet / how to complete |
| Status update | Update on claim filed |
| Decided not to file | Called to file a claim, but changed their mind |
| (Claims Only) Callback – left message | Returning a call from a workflow and did not reach the customer |
| (Claims Only) Callback – no response | Returning a call from a workflow and could not leave a message |
| (Claims Only) Duplicate claim request | Caller wants another claims packet |
| (Claims Only) Referred to carrier | Caller was referred back to the carrier |
| SERVICING | Description |
| Beneficiary change | Change beneficiary |
| Beneficiary confirmation | Confirm beneficiary |
| Change coverage | Reduce or increase supplemental coverage / change coverage type |
| Do not solicit | Does not want to receive anymore mail |
| Duplicate certificate request | Asked for another copy of the ICD |
| Exclusions | More information about what is covered / not covered |
| Benefits explanation | More information about what is included as part of the product |
| Confirm coverage | Status of the policy / is it still active or cancelled |
| Power of attorney | Add POA |
| Proof of enrollment | Doesn’t remember enrolling / wants proof |
| Restart / reinstate coverage | Coverage already cancelled, wants coverage again |
| Update PI contact information | Change of address, name, phone number, etc. |
| Rare / Out of the ordinary call | Rare / Out of the ordinary call |
| (Tier II Only) Assisted agent – not customer | Assisted another agent / did not service or speak with the customer |
| Missouri notification | Letter sent to Missouri customers regarding conversion from TransAmerica |
| Online assistance | Help customers navigate our websites to make a payment, enroll, etc. |
| FMSERVICE.COM | Description |
| Did not receive verification email | Verification email not received |
| Error message – not recognizing info provided | Error message at log-in screen |
| Cannot reset password | Attempted to reset password and not working |
| Did not receive verification code | 6-digit verification code not being received on cell phone |
| Error message – name not formatted properly | Name entered to register on fmservice.com does not match Artemis |
| Help making a payment | Needs help making a payment |
| Help general navigation | Asking general navigation questions |
| Help autopay | Needs help with selecting autopay |
| Help requesting POE, duplicate cert | Needs help with requesting POE, duplicate cert |
| Help starting claims process | Wants to request a claims callback |
| Registration / Log-in / Password Reset | Help with the registration & log-in process or password issues |
Scenarios / Examples
- “I received a letter saying money was not in my account to make a payment.” BILLING / Change billing method detail
- “Please cancel my coverage… I can’t afford it.” CANCELLATION / Too expensive
- “Can you explain exclusion #4?” SERVICING / Exclusions
- “I have a charge on my billing statement and I don’t know what this is for.” BILLING / What is the charge for?
- “Do I have to include a police report with my claim?” CLAIMS / Procedures (How do I…?)
- “I would like to have family coverage now. I think I have coverage only for myself.” SERVICE / Change coverage
- “What is this? I didn’t sign up for this.” SERVICING / Proof of enrollment
- “What does this insurance include?” SERVICING / Benefits explanation
Marketing
- Choose as many questions caller asks about our insurance
| Reason / Question Asked | Description |
| Address to enroll | What is the address that I send the enrollment form to |
| Age reduction | Reduction in coverage amount based on age |
| Beneficiaries | Who can be named as a beneficiary; number of beneficiaries that can be named |
| Billing | Frequency of billing; method of payment |
| Cancellation | Terms of cancelling; money back |
| Claims | How benefits are paid; how to file; length of time to process |
| Coverage – What is covered | What is included as part of this insurance |
| Coverage – Amount | How much additional coverage can be purchased |
| Coverage – Family vs. individual | Difference between family vs. individual coverage |
| Coverage – Family percentages | Amount covered for family members / who is covered |
| Coverage – Add-on benefits | Such as common carrier, education, anti-inflation, etc. |
| Dependents | Who is considered a dependent |
| Effective date | When coverage begins |
| Enrollment status | Still get coverage; coverage after 14 days |
| Enroll in complimentary coverage | Enrolls in complimentary coverage |
| Exclusions / What is not covered | What is covered / not covered |
| How to enroll | How to enroll |
| Is this legitimate | Legitimacy; spam |
| Life insurance vs. AD&D | Life insurance vs. accidental insurance |
| Not interested | Not interested or suppress |
| Price | Cost for family vs. individual |
| Who are you / Who is the plan administrator | Who are you |
| Other (rare) | Any other questions asked which are not listed |