Verification Guidelines

• Ask caller for FULL ADDRESS on file
• Caller must very full address on file if a coverage ID was not provided
• Caller must verify primary insured’s first and last name as well as middle name or initial, if listed
• Caller must verify 2 of the following if the caller provided a coverage ID: (for example, street address & state; city & state; street address & city, etc.)
  • Street Address
  • City
  • State
  • Zip Code
• When applicable, agent must verify suffix (Jr., Sr., etc.) – i.e., Do you have a suffix in your name? Are you a Jr. or a Sr.?
• When the PI is deceased or if it’s a cancellation, make sure the entire address has been verified.
• Must re-verify first and last name as well as middle name or initial, if listed, and address with the primary insured if primary insured gets on the phone to give permission to speak to someone else
  • “This call is being recorded for quality purposes.”
• ONLY if unclear, or if we have good reason to believe that we are not speaking with the primary insured, ask: “Am I speaking with ____ ?”
• If caller passes verification, but there are mismatches with the address, agent must confirm correct address and update Artemis (exemption: cancellation of account)

Do not proactively provide the first name, last name, middle name or initial, or the address – caller must verify

Requests You Can Complete by Type of Caller

	PI, POA, Permission from PI	All Others
Can Verify
Policy type	Yes	Yes
Coverage exists	Yes	Yes
Coverage amount	Yes	No
Premium amount	Yes	No
Account type	Yes	No
Beneficiary	Yes	No
Billing status	Yes	No
Billing dates	Yes	Yes
Enrollment dates	Yes	Yes
Can Cancel Coverage	Yes	No
PI Deceased	Yes	Yes
Can Change
Address	Yes	No
First name, if clerical error	Yes	No
Last name, if clerical error or name change due to marriage or divorce	Yes	No

Scenarios

Do you need to verify the caller’s full name?	Yes, the caller must provide a first and last name.
Does the caller need to verify a full address?	Yes, if the caller did not have a coverage ID. Yes, when the primary insured is deceased or if it’s a cancellation. Make sure the entire address has been verified. If the primary insured provided a coverage ID, the customer must verify 2 of the following: Street Address City State Zip Code
Payment status/billing confirmation may not be disclosed to someone other than the primary insured, even if the primary insured is already deceased	This information is NOT to be shared, even if the caller completely verifies the account. The primary insured must provide approval/consent to release this information.
Answering questions prior to completely verifying account	There is a fine line between general questions and account specific information, especially if we already have an account pulled up. We should always complete account verification before addressing any account-specific questions from the caller.
If the First Name on the coverage is listed as an initial only in Artemis, the caller must verify it as is, right? And we can’t give hints?	We can still accept it if the caller states his name and it matches the initials on the account.
If the caller is from the Financial Institution, but the primary insured is unavailable to provide consent.	When the caller is the Financial Institution and the primary insured is not available to provide consent to share information, you are still permitted to confirm the coverage; but are NOT able to provide the specific coverage amounts, effective dates, or billing information. You may state, “Yes, we have an active (or cancelled) policy, but I would need approval from the primary insured prior to providing you any specific information.”