PAS Auto. Frequently Asked Questions

Transcription

1 PAS Auto Frequently Asked Questions NOVEMBER 2013

2 Contents General Information... 2 Underwriting Information and Rules/ Eligibilty... 4 Membership Validation... 8 System Functionality... 9 Pricing/ Rating...11 Scenario Information...12 Billing/ Fees...13 NOVEMBER 2013 P A G E 1

3 GENERAL INFORMATION 1. Q: How many named insured s can you add on a PAS policy? A: Seven insureds can be added on the General Tab, but only two of them will print on the proof of insurance. 2. Q: Does the amount of named insureds/drivers/vehicles that can be added to a policy vary from state to state? A: No, the amount of driver/vehicles doesn t vary from state to state. You can have 7 drivers and 8 vehicles. You can have up to 7 named insureds, but only the first two will print on the declaration page. 3. Q: Do both Notes/Alerts and assigned tasks show in the My Work session of PAS? A: Tasks will show up in My Work if they are assigned to you; however, a task that is sent for override will be assigned to Underwriting and not the specific agent requesting it. Notes/Alerts are captured on the policy tab and can also be viewed inside the specific policy. You will not see notes/alerts in the My Work queue in PAS. 4. Q: When is a U/W task generated? How can users see the status for things sent to U/W? Do users get a copy of the task that was sent to U/W? A: An Underwriting task is generated anytime a user attempts to bind and the changes aren t within the user s authority. To check the status of a task, go to the policy home page and select Active tasks to view the status. Users won t get a copy of the task that is sent to Underwriting. Tasks are also generated when an agent binds a policy authority is given without proof on file (See UW side-by-side manual for specifics). 5. Q: Does the underwriting task always stay with the policy or does it stay with the Creator or Assignee? A: The task will stay on the policy until Underwriting completes it. A system note will generate when the task is completed and the Underwriter will also leave a note stating what they did. To check the status of a task, go to the policy home page and select Active tasks to view the status. 6. Q: Does the Note/Alert always stay attached to the policy? A: Yes, even when it s archived. In fact, when there s an active alert there s nothing in the activities and user notes and then once it s archived, it will be added into the notes section. 7. Q: Can a CSR rep assign a Note/Alert to a specific agent and can an agent assign a Note/Alert to a specific CSR rep? A: No, the Note/Alert is just for leaving pertinent information in regard to the policy itself. Anyone with PAS access can assign a task and tasks can be assigned to others. NOVEMBER 2013 P A G E 2

4 8. Q: Can Managers/ and or Supervisors see tasks for their agents? A: Tasks can be viewed by anyone viewing the policy itself. As far as being able to see the agents Work Queue, Supervisors and Managers cannot see an agents queue. This applies to servicing agents in the contact centers, branch office agents, as well as underwriters. There is currently en enhancement request-rtc# to eventually allow managers and/ or Supervisors to access their employees personal queues. 9. Q: After a policy is bound, why does the status state the following: Status: Policy Pending? A: Policy will show in pending status if it is bound prior to the effective date. It will switch over to active status on the effective date. 10. Q. What is the difference between forms and documents? A: Forms are requests for additional information or signatures needed to process a quote or endorsements. Documents are sent to the insured detailing information of what has occurred on the policy. 11. Q: Does PAS have a Lead Source option? A: Yes the Lead Source is at the very bottom of the General tab. FOR SILVERPLUME USERS: Silverplume will populate the field as agent activity. The user should change the field to best reflect the method of contact. 12. Q: What does Create Version actually do? A: Creating a version gives the agent the opportunity to make changes to a converted policy before it s actually active. It s creating another version of the renewal image that was initially extracted to make changes for the customer. 13. Q: What does Copy Quote actually do? A: This function copies the existing quote to make it easier duplicating it as opposed to having to completely rewrite it. 14. Q: What is the endorsement date and time that prints on the declarations page? If the endorsement is effective that day, does it back date to 12:01am? A: For SS states all endorsements are processed the day after the call or purchase so they would have coverage effective 12:01 am the following day. NOVEMBER 2013 P A G E 3

5 UNDERWRITING INFORMATION AND RULES/ ELIGIBILTY 1. Q: Where do we input notes to Underwriting to follow up with requests? A: In NetPos/Priority there was a place for the agent to add underwriting notes while binding a policy, this was only viewable by the underwriter that uploaded the policy. In PAS there is not a manual uploading of a policy and once the agent binds a policy it is a live/active policy in PAS. If there are any notes that need to be added they should go on the Policy, by simply adding a note. 2. Q: What is the Anti-Theft drop down in the vehicle tab for? A: In the agent guide, the Anti-Theft discount is labeled Anti-Theft Recovery Device Discount. So, by definition in the agent guide, Anti-Theft is considered a recovery device, which includes Onstar, LoJack, and Teletrac. 3. Q: Does Underwriting know and accept that PAS gives Alternative Fuel Discounts to Hybrid, Flex Fuel and other Alternative Fuel Vehicles? A: Yes. 4. Q: Can you bind a policy in PAS effective today? What if you want to have policy effective immediately? A: Policy effective date will default to next day. However, if the insured wants the policy to be effective today, that date can be edited on the General Tab in the same manner as if they wanted it in the future. Backdated effective dates will require underwriting approval. 5. Q: Can an agent back date a policy? Can they do this without prior approval from Underwriting? A: No. All backdated effective date changes need prior approval from Underwriting. 6. Q: If a VIN number does not verify, can we bind the policy? A: It depends if it s an antique, classic car, or new vehicle not in the system. In the event that it does not verify, the agent will have to manually add the vehicle information. Otherwise, the system will not allow premium to calculate and the agent will not be able to get to the bind tab. 7. Q: Can a vehicle be selected/ marked as a Hybrid in PAS? A: The Hybrid Discount is now VIN based and will be applied if the vehicle is a Hybrid based off of the VIN. 8. Q: Can a user manually apply Hybrid Discount? A: For a vehicle that does not get a VIN match, the user can manually add the Hybrid Discount to quote. If there is a VIN match, the discount field cannot be changed. NOVEMBER 2013 P A G E 4

6 9. Q: The uninsured/underinsured form contains X s where the insured is rejecting the lower limits/ accepting the higher limits. Does the insured have to initial all places? A: Yes, initial all places. 10. Q: What are the rules for ordering the Clue/MVR? A: MVR & CLUE should only be ordered when a customer has agreed to purchase the policy. 11. Q: If a driver is added to the policy, should a CLUE be ordered? A: Yes, order a MVR and CLUE for the new Driver only. 12. Q: The service group doesn t order the Clue/MVR now; are they going to when we roll out PAS? A: Servicing will order Clue/MVR reports, if they are adding a new driver. Keep in mind the report(s) is/are only to be ordered for the new driver. 13. Q: What is the general reinstatement guideline? A: A policy cannot be reinstated beyond 30 days after cancellation date. Refer to state Agent Guides for more details. 14. Q: Will Underwriting follow up to obtain proof for discounts and documents required after the policy is bound? If forms aren t received, is a task generated? I.E. UM/UIM rejection forms A: Agents are required to have signed forms on file in order to bind coverages; however agents are still able to bind without proof on file. Some forms require underwriting approval to bind coverage without the form. Task to obtain proof is automatically generated in the Agent s work queue and will be due in 15 days. If not resolved by day 30, the task automatically escalates to the Underwriting queue for action. Underwriting will not follow up with the customer; they will delete the discount. Any specific question in regard to follow up on documents should be directed to underwriting. PAS does away with the Agent Checklist that existed for NetPos and places the burden of responsibility for collecting documents to the agent. 15. Q: For those who have loan/lease protection on a current model year vehicle, losing that coverage when they come to us may prevent some sales. Is it possible to "grandfather" the coverage if someone is coming to AAA Insurance with it already? A: No, we will not apply loan/ lease coverage from a prior carrier to a AAA policy. Loan/lease coverage is available for a premium at new business or via endorsement. 16. Q: What is the difference between a salvage title and an re-built title? Would we require a photo on re-built vehicles? A: The title is the only way to verify if the vehicle is salvage or rebuilt. Photos for either salvage or re-built vehicles will be required if comp/collision coverage is requested. NOVEMBER 2013 P A G E 5

7 17. Q: When a prospective customer says they were "in between cars" regarding auto ownership and want to be Compliant without Insurance (CWI), is there a time limit for being "in between"? What if they claim CWI for a time period that could have been a lapse, ex. 1 or 2 months? A: If the customer was "in between" cars and their prior carrier was not AAA, then they would be allowed to have a lapse for no more than 3 days. If the customer was "in between" cars and their prior carrier was AAA, then they would be allowed to have a lapse for up to 30 days, with the expectation that they would reinstate their existing policy. *If they did not reinstate and are re-written, then they would be allowed to have a lapse for no more than 3 days. 18. Q: Under Proof Requirements for Proof of Prior Insurance, it says at least 6 months of continuous coverage is required, but the last bullet says "does not lapse more than 3 days BEFORE inception of the AAA policy. So are we saying we'll allow up to a 3 day lapse, but not 4. A: Yes, we will allow up to a 3 day lapse, but not 4. Anything beyond a 3 day lapse is not allowed for new business customers. 19. Q: If a customer purchases a new vehicle, what is the timeframe that would allow the customer to qualify as compliant without insurance? A: Bill of sale or purchase contract showing the purchase date of newly purchased vehicle within previous 30 days for insureds with a newly purchased vehicle. 20. Q: For a named non-owner policy; will we offer selectable limits and for spouses to be covered? A: Yes, Signature Series covers spouses and offers limit selections. 21. Q: In the product manual under Unacceptable Vehicle Usage", it lists: Short term rentals--can we get an example of what is meant by short-term rentals? Do we mean we simply cannot list a rented/non-owned vehicle on our policy? A: It is not acceptable for an insured to rent his/her vehicle to others. 22. Q: Can you add the SMART Driver Discount after age 19? A: Yes, the SMART Driver Discount can be at added anytime as long as the driver is certified prior to their Rated age 19 and meets the eligibility guidelines. 23. Q: Can you get the discount on the quote for such things as good student or teensmart, if you do not provide the certificate number? A: Yes, you can add the discount; however, the original certificate will be required within 15 days of binding and Underwriting will take action on day 30 if documentation has not been provided. 24. Q: Can an Insured who has insurance policies with AAA out of state receive a multi-policy discount on their auto insurance? (Example, the Insured owns property in NV, OR, and lives in CA and has all their policies with AAA.) A: Yes, if the applicable policies are NCNU, ACA, MAIC, Keystone or Western United Products. NOVEMBER 2013 P A G E 6

8 25. Q: If Current Carrier cannot validate that the member has maintained continuous insurance coverage over the past five years, what proof must the agent provide to UW in order to apply the Insurance Loyalty discount? A: Documentation from the current or prior automobile liability insurance carrier which clearly identifies that the prior policy or policies: Provided at least six months of continuous coverage preceding the policy effective date; and Explicitly covered the named insured or rated spouse/registered domestic partner; and Explicitly identifies the policy coverage limits; and Indicates the number of years continuously insured; and Does not lapse more than three (3) days before inception of the AAA Insurance policy. 26. Q: What happens to the DUI s currently on the book of business when they convert to the Signature Series product? A: Renewals with DUI are rated accordingly. See Agent Guide for state-specific DUI guidelines. 27. Q: Are SR22 s acceptable at new business? A: Yes, SR22 s are acceptable at new business only with UW approval. 28. Q: Are there business use restrictions for 1-ton and 2-ton trucks? A: The same load capacity restrictions apply to both business use and personal use for these trucks. 29. Q: When is a zero down payment option possible? A: Only at conversion/book roll. 30. Q: Can we write Comp Only policies in PAS? Where did we land on the Waive Liability button in PAS? Are we allowing the agents the ability to Waive Liability (or reduce liability to $0). A: Yes, you can waive liability on a policy. Agents should educate their customers that there is no coverage for liability if they choose to do this. NOVEMBER 2013 P A G E 7

9 MEMBERSHIP VALIDATION 1. Q: How does the AAA membership discount work in PAS? A: The AAA membership discount is applied to the policy if any driver rated on the policy is an active AAA member. 2. Q: In some AAA states, the last digit of the membership number changes. How will membership validation work to ensure new and renewal policies are receiving the correct discount? A: Membership numbers have 16 digits and the entire 16 digit number should be entered as it appears on their membership card. Entering inaccurate information will cause the Membership and Loyalty discounts to fall off the policy at first renewal, resulting in a poor customer experience. 3. Q: What is the process for out of footprint members to receive both membership (affinity) and loyalty discounts in PAS? A: Currently there is no way to validate memberships from states the Insurance Group doesn't write in. Members should be encouraged to transfer their membership to their primary state of residence. If a membership cannot be validated, then the discount cannot be applied. If a membership number is entered, the discount will apply for one policy term, but removed at renewal if a valid number is not yet entered. 4. Q: Does any user have ability to override member since regarding membership validation? A: Yes, the ability to override will appear only if the system doesn t get a Member Since date in the validation process. The user will then be able to add the date. NOVEMBER 2013 P A G E 8

10 SYSTEM FUNCTIONALITY 1. Q: How long do quotes stay in the system? A: Forever. 2. Q: Can you change pre-fill information? A: No, once you have ordered pre-fill and made the selections, the page is locked down. If a driver, vehicle or address needs to be changed, then they need to manually change the information. 3. Q: How does Override and Approval work? A: Override allows for a User to override a rule for either the Term or Life of the policy in order to bind override is provided to all authority levels. If a rule can only be overridden by someone with proper authority, the User will have to refer the rule for Approval to be reviewed. 4. Q: What is the limit on Special Equipment coverage included in the base contract? If a customer elects $3,000 in special equipment coverage, what amount displays on the dec page? A: For AZ, NV, OH, OK and IN, the first $1,000 is included. For all other states, $1,500 is included. The base amount is included in the policy and added to the amount that is requested, so the declaration page will reflect the total amount of coverage of $3, Q: Does the system automatically save each page, or does the user have to manually save? A: At this time, the users must manually save each page as they progress through the quote. Not saving could result in the loss of work. The Continue button does not save but moves the user through the quote screens. In a recent change, PAS will now auto calculate premium when a user enters the Premium and Coverage screen (a kind of an auto save now) but clicking the Save button is the only way to ensure that data is saved on an incomplete quote.there is an enhancement request to add a Save and Continue button in the footer of each page (BSS 919). 6. Q: How does one qualify for the Smart Driver Discount? A: The driver must take the course prior to rated age 19. Once the discount is added, the discount will stay on the policy until age 26. They must meet all other qualifications as stated in the Agent Guide. 7. Q: Will new car discount automatically be applied to in-force policies? A: The New Car Discount WILL be applied to inforce policies as long as they meet the requirements. 8. Q: Will all of the new discounts automatically apply at renewal if they qualify? A: As long as the insured continues to meet the requirements for the discounts, the discounts will be applied at renewal. NOVEMBER 2013 P A G E 9

11 9. Q: What is divert print? How do you divert print? A: Diverted decs are set aside at the Fairfield Distribution Center and are used for testing and other purposes. Agents are asked not to use this functionality. 10. Q: For policies with Monthly pay plans renewing on PAS, will there be a 6 th and 11 th payment for semi-annual and annual policies, respectively? A: The Monthly pay plan has only 11 monthly installments for annual policies and 5 monthly installments for semi-annual policies. The 6 th and 12th payments have been dropped, so there is no overlap with the previous policy. 11. Q: Can you and print documents directly out of PAS? A: Yes 12. Q: What is the difference between Next installment vs. All installments and the functionality for payments? A: When Next Installments is selected, the amount the insured pays is applied to the next bill(s). If an overpayment occurs, it will reduce the next installment. Example: Customer has $100 payments due on the first of each month. Their policy started on 1/1/20xx. The customer decides to pay $150 on 2/1/20xx. Their next bill will be only $50. When All Installments is selected, the overpayment will reduce the amount of all installments. Example: Customer has $100 payments due on the first of each month. Their policy started on 1/1/20xx. The customer decides to pay $150 on 2/1/20xx. Each of their installments will be reduced by $5. Their next bill will be only $95. Note: the insured will still have a payment due on 3/1/20xx for the reduced amount. NOVEMBER 2013 P A G E 10

12 PRICING/ RATING 1. Q: Does territory rating take into consideration counties A: No, we rate on zip code, not county. 2. Q: In the event of multiple cars damaged during a CAT event, the claim process is to only charge one deductible, the highest, when multiple vehicles are impacted by the same loss. In this instance, the referenced insurance incident was added for all vehicles involved in the CAT. How should this be processed? A: A CAT claim has to be a part of an official CAT event. The standard process for reconciling accidents and incidents should be used in this case. NOVEMBER 2013 P A G E 11

13 SCENARIO INFORMATION 1. Q: How does an agent do a what if quoting scenario without affecting the existing policy? A: Just by doing a regular endorsement and calculating the premium. To discard the changes, the agent can click Cancel on the top of the screen. To save the changes for later, click Save. This will create a Pended Endorsement. If after coming back the agent wants to delete the changes, the agent can then click the Pended Endorsement to use the drop down to Delete Pended Endorsement. 2. Q: Is PAS intuitive enough to reschedule the AutoPay deduction when a client overpays their account by 3 months? For example, if they make an overpayment in January that pays the policy up through April, will AutoPay know to wait until May to attempt another deduction? A: AutoPay pulls are based on a minimum amount due on the account. Once there is a payment due, that s when the AutoPay will be pulled. When no payment is due, no pull will occur. 3. Q: Is there a difference between a Split and a Spin within the PAS system? Can I spin a spouse in a divorce situation and split a child graduating and moving out of their parents house? A: Yes, a split separates 2 named insureds and a spin is taking a driver from the policy and giving them their own policy. A Spin cannot be used for a divorce situation, nor can a Split be used for a child moving out of their parents house. 4. Q: When a policy is split, who maintains the higher credit score? A: The named insured who is split off will maintain the same score as the original policy, until renewal. At that time, their score would be re-run. 5. Q: If the spouse passes, will the surviving spouse be able to retain the other spouse s score? A: No, once the spouse is taken off the policy you will not be able to run their score. NOVEMBER 2013 P A G E 12

14 BILLING/ FEES 1. Q: What are the timeframes of setting up or shutting off AutoPay? A: For PAS, all AutoPay set ups, updates and deletions are now processed by the agent/customer service. For deletions you can remove the EFT up to the day before the due date and the EFT will not be processed. Changes or updates are effective immediately. For set ups, the EFT goes into effect on the next due date. If there is an outstanding balance, then the insured should pay the amount owed. FTS advises the agent/rep to collect any amount due and then set up the EFT. 2. Q: Who can waive a fee? Are there conditions to waiving? A: All front line agents and customer service reps will have the ability to waive fees in PAS. There will be restriction put in but not at this time. The restriction will be that the agent or rep can only waive 2 fees in a policy term. Contact Underwriting for any questions regarding this issue. 3. Q: For insureds with AutoPay, will a letter and/or be generated in advance to let the insureds know that the credit card will expire? A: Yes, a letter will be sent to the insured, advising that the credit card on file will be/ or has been expired. 4. Q: Can a specific date be picked on which the payment is due or is it always the same date as the effective date of the policy? A: No a specific billing date cannot be chosen; it is dependent on the effective date of the policy. 5. Q: What happens if someone doesn t want us to save their Credit Card information or Banking information? Do we have the ability to take the payment information without saving it? A: Unfortunately, not at this time. Once you add the credit card and/or banking information, and take a payment, it will be saved in the system. Agents can contact billing (FTS) and have the information removed. Please the request to >CPU Requests (CPU. Requests@csaa.com) to have the payment method deleted. 6. Q: Can we sell a Paid-in-Full policy using EFT with auto-pay for the renewal? A: Yes, absolutely! NOVEMBER 2013 P A G E 13

15 7. Q: Where can you find the payment confirmation number? A: There is no such thing as a confirmation number when a payment is taken in PAS. After a payment is taken the user would want to go to the Billing Tab, click the E-Folder, click FastLane, click Miscellaneous, and click on the Receipt. This is a payment receipt and there is a receipt number that can be used as a confirmation number or the user can a copy of the receipt. The important thing to note is there are two E-Folders (Policy and Billing), the receipts are only located in the Billing tab E-Folder. 8. Q: If the customer wanted to change EFT account information, does a new EFT form have to be completed? A: Yes, you will need to complete a new EFT form and can change the information directly in PAS. 9. Q: Is a monthly bill produced if EFT is chosen? A: For Signature Series, a bill is NOT produced if EFT is chosen. Customers receive an AutoPay schedule at new business, endorsement and renewal which details when payments will be drawn. 10. Q: If a client s AutoPay assigned checking account is compromised and they need to make a payment, can they make a cash (or credit card) payment in front of the AutoPay deduction? If yes, will our system still try to take an AutoPay deduction from the account? A: Yes, the insured can make a payment before the AutoPay is due. If there is a payment already received and the billing screen shows no minimum due, than the AutoPay will not pull any funds since it shows nothing is currently due. 11. Q: What happens if the AutoPay is scheduled on the weekends or holiday? When will the payment be taken out -on that Friday or Monday? A: The following business day, which most of the time it is a Monday, unless that Monday is a holiday. NOVEMBER 2013 P A G E 14