FOR TIER II AGENTS: After our new customer has been enrolled in complimentary AD&D coverage, please provide the customer with the following:
Their coverage ID
Insurance document will arrive withi...
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fmservice.com Adding Policies To Account
Customers can add additional policies to their fmservice.com account. The customer will call you if they receive an error message. Click here to read more.
fmservice.com Registration
You can update a customer's phone number in Artemis if the customer has entered it incorrectly on fmservice.com. Please let the customer know it will take about 15 minutes for the phone number to upda...
Opening
Opening “Thank you for calling the Customer Care Center, this is _______. Can I have your name please?” “How can I help you?” Process “Before we start, can you provide the code located towar...
Refund Request
Refund Request Process
Script – Close
The closing script has been shortened! Check it out!
No Cash Value
Key Words / Phrases Proof that insurance has no cash value Calling from a state office Calling from Medicare fmservice.com Customers cannot request a no cash value letter on fmservice.com. Frequently ...
Power of Attorney
NEW! Moving forward, the Power of Attorney's name will appear in the comments screen (F9) AND the history screen (F15) as CHPOA. The history screen allows you to see all changes to the POA name as w...
PI Deceased
Steps Show empathy – “I’m sorry to hear about your loss. I would like to extend my condolences to you and your family.” Read shortened version of the policy summary Cancel all ...
IVR
IVR Callback Script Connects to Primary Insured: “Good Morning/Afternoon, this is (name) with Franklin Madison returning your call. This call is being recorded for quality purposes. How can I he...