Personal Lines Overview- Auto, Home, Dwelling Fire, Powersports, Umbrella & Servicing- Frequently Asked Questions

Transcription

1 Personal Lines Overview- Auto, Home, Dwelling Fire, Powersports, Umbrella & Servicing- Frequently Asked Questions Select (click) a section to review based on the topic: Agent Center Amendments Auto Billing Dwelling Fire Powersports Property Umbrella CA Specific Agent Center Question: What are the hours for the Agent Center Help Desk? Answer: Monday- Friday 6:00AM -9:30PM EST and Saturday 8-5PM EST Question: What are home notes used for? Answer: When the application is submitted, all Notes transfer to the Remarks System (using the policy number) on the mainframe. Question: For the Multi-Policy Discount, what do we list for the policy number if the policy hasn t been bound yet? Answer: Quote number Question: For the Multi-Policy Discount, do you have to issue both the home and auto at the same time? Answer: No, but you will need to submit the policies within 30 days of each other. Question: Do you offer a Paid In Full Discount? Answer: We do not currently offer this on the home and auto lines. However, we do offer it on our Powersports products. Question: Will the system base credit on spouse with higher credit, lower credit, or based on who is listed first? Answer: For those states that we can run credit in, the system will automatically apply the best score of both insureds (for auto, we take the best score of all drivers ages 21 and older). Question: With regard to running credit, does this affect the customer s credit score or is it considered a soft hit? Answer: It is considered a soft hit. Question: Is the quote number the same as the policy number (if the quote is issued)? Answer: Yes, the quote number is the same as the policy number (if submitted).

2 Question: Do we (agents) need to send in a copy of the signed application? Answer: Currently, we ask that you (agents) keep a signed copy of the application in your office. A message will remind you of this via the Risk Analysis screen. Question: What is the website to access the Agent Center? Answer: For IC agents, it is: Question: Can I reset my password on the Agent Center? Answer: Yes, from the Agent Center website, under the Log In section (right column) there is a forgot password link to click OR there is a box to check if you wish to change your password. Question: Do you print quotes from the forms page? Answer: You can pull up the Quote using the Quote Proposal button (upper right corner of the Desktop screen) and print. Question: When setting defaults on the Agent Center, will they only be set for your ID? Answer: Yes, when you set defaults, they will only be set for your own ID. Amendments Question: How long does it take if an action is being taken on the company side until the agency can make another change? Answer: Changes can be keyed in once an initial change processes through overnight. Auto Question: Do we offer a $0 glass deductible on auto? Answer: Varies by state- Full Glass coverage is not available in all states. Question: If a single parent/guardian has a child (non-driving age), does the rating change? Answer: This may vary depending upon state, but if there is a single parent with a child (non-driving age), the rate will not change. You will want to enter in any Non-Driver Info. under the Auto App Questions screen. Question: How do you verify prior insurance? Answer: When you run reports (CLUE/Credit) the Current Carrier Report will automatically run as well. Question: Are inspections on auto required? If so, are they automatic? Answer: Auto inspections are not required- If vehicle is salvage will need title or inspection showing it has been changed to rebuild/prior salvage. Question: Is the Advanced Quote Discount for the first term only? Answer: This discount does decrease gradually (in most states it 1% per year for five years). It is only applicable to the auto line. Question: With regard to the Advanced Quote Discount, do you have to bind 8 or more days out for the discount to be applied? Answer: The system will look at the effective date of the quote and compare it to the date the credit was last ran. As long as you are quoting at least 8 (or more) days out the system will apply the discount. It will not matter what date the policy is bound. Question: Is the towing for Roadside Assistance per term? How do you get the turn by turn directions? Answer: Yes, per term. Turn by turn directions are offered by Agero Question: If the number for Roadside Assistance the same as the number for claims?

3 Question: Say we have not bound the home yet, what should we put in for the muti-policy discount? Answer: Once you have quoted the home, the system will assign a home quote number. The home quote number will be the policy number (once it is issued). Question: Is a SSN required to quote Auto? Answer: It is not an * field, therefore, it is not required. If the system happens to get hung up on this field, you can key in all 1111 to bypass. However, if you do have the SSN it is recommended you key that info. in the quote for the most accurate information. Question: What is the age limit on a vehicle for Full Coverage? Answer: Not a specific date. However, the system will advise if pictures, etc. are needed. Question: Do you charge for CLUE, Credit & MVR reports? Answer: No, we do not charge for these reports. Question: What happens if numerous MVR violations pull up? Will it issue? Return to quote? Answer: Remember MVRs are only ran at the time of submittal (free of charge). If there are MVR violations that pull up, you (agent) will be able to view the violations. The system will let you know what the initial premium was and what the new premium is. To continue on with submitting, you will need to click the Submit button (a second time) to continue submitting the business. Question: How do we submit documentation to Nationwide? Answer: You can submit certification, grade info., photos, proof type documents via our Doc Vault system. Question: What states is the Affinity Discount available in? Answer: The Affinity Discount is available in FL, IN, IA, MD, MO, OH, UT and WI. Question: If something needs Prior Approval, how long does underwriting have to respond? Answer: If Prior Approval is needed, it is typically up to a 2 hour time frame. Question: How many autos can you write on an auto policy? Answer: Up to 12 autos. Question: Does Allied offer glass coverage? Answer: In most states we do not (but can vary by state). However, in CA we do offer this coverage. Question: Is there a cost to use the EZ Acquisition tool? Answer: No, it is free of charge to use this tool. Question: When quoting auto, on the Accident/Violations/Losses page, under the Date field, should agents use the incident date or conviction date? Answer: Agents will want to enter the conviction date. Question: On alternating Garaging Address, if you have a child in the household that is in college and lives on campus, do I list their garage address? Answer: Yes, list the student s address. Question: What are your standard practices regarding changing the broker of record (BOR) on a personal lines policy? Is it possible to switch agents mid-term or is there a certain earliest date a request can be submitted? Answer: This can only be done at renewal due to commissions and the fact that the agent technically owns that business for that term. We can note the file that the new agent can service it, but it won t go into effect until the next renewal.

4 Question: On Roadside Assistance, what if the customer has the Basic plan and needs towed more than the 15 miles? Answer: Roadside Assistance will provide up to the limitation. Anything over the limitation will be the responsibility of the insured. Question: Is GAP coverage only on a brand new car? Answer: There is loan and lease gap coverage available. Coverage is only available for new first-owner vehicles with comprehensive and collision coverage. A new first-owner vehicle is a vehicle that has never been titled or registered with a model year one year prior to the current calendar year to current model years. Question: Can trailers be added to an auto policy? Answer: If it is a pull behind type of a trailer you can add those on the auto policy. Keep in mind it has to be valued under $12,000 AND no living quarters. If over $12,000 and/or has any type of living quarters it will need to go on an RV policy. Question: Where can we apply the EZ Pay Sign Up Discount? Answer: This is accessible in the auto quoting system (on the Policy Info. page). Please be advised, this discount is not available in all states. Question: Do you cover Uber/Lyft drivers? Answer: At this time, we do not cover these drivers. Question: Do you just offer 6 mo. Term auto policies? Answer: We do offer both 6 and 12 mo. term policies. There are certain instances where the quote needs to be a 6 mo. policy, the system will advise of this. Question: SmartRide- Is there a fee if the customer fails to return the device? Answer: We do have information in the literature that says a $50 fee could be assessed, if they do not return the device. However, at this time we don t have anything in place to actually charge the fee.now that being said, it s possible we could implement this charge in the future based on the number of devices not being returned. Question: SmartRide- If they are a terrible driver can this hurt them? Answer: No, they will not be surcharged. Question: SmartRide- How new does the car have to be to participate in the program? Answer: Hybrids and vehicles built prior to 1996 are not eligible for the device tracking. However, customers can do a self-reporting method for these situations. Question: SmartRide- Is there a fee if the customer fails to return the device? Answer: We do have information in the literature that says a $50 fee could be assessed, if they do not return the device. However, at this time we don t have anything in place to actually charge the fee.now that being said, it s possible we could implement this charge in the future based on the number of devices not being returned. Question: SmartRide- Does the plug in track if the person unplugs the device to avoid tracking on occasions? Answer: If the device gets unplugged multiple times it will disqualify the insured from the SmartRide program. Question: SmartRide- If a client has multiple cars do all vehicles need to participate in the program? Answer: No, if there are multiple cars on the policy, they do not all have to be included in the SmartRide program. The SmartRide program is based on a vehicle level discount. If members want to include all vehicles in the program, they would need a separate device to be plugged in for each vehicle. Question: SmartRide- Once the device is plugged in does the client need to register on-line? Answer: Accessing the SmartRide website provides members with a more complete SmartRide member experience. If the member does not have an address, one option may be to create an account for them (gmail, yahoo). Another option is to utilize a family member s , whom would be willing to share pertinent information with the member. However, accessing the website is not a requirement to participate in the

5 program, just a recommendation. Billing Question: What if the customer refuses to do EFT and wants to write an actual check? Answer: That is okay. Question: Are there fees for credit card payments? Answer: Yes, installment fees will still apply. Question: Can we (agents) set-up credit card EFT set-up online or call in this change? Answer: The credit card payments must be set-up by the customer using their online account. Question: How do you combine an Auto and Home billing account? Answer: As long as they are not 3 rd party/mortgagee billed, you have the option to add to an existing billing account, located under the application once you ve evaluated eligibility. Question: When and how do you waive/bypass a down payment? Answer: You can bypass a down payment for existing customers in the following scenarios: The account is submitted over 60 days in advance of the effective date MPD (Multi-Policy Discount) indicator is set to Yes on the application Adding a policy to an existing account Third party- insured billed or mortgage billed If any of one of the above criteria is met, you are able to waive the down payment. Payments will then be due on the next due date or withdrawn from the customers account on the due date of the existing account. Once the policy submittal process is completed, you will be presented with the down payment options; to waive the down payment, please select the Other amount and input 0 in the amount field. You will then need to simulate a down payment by selecting your Agency Sweep Account from the payment options. This will NOT withdraw monies from your account but it is required to begin the payment options. This will NOT withdraw monies from your account but it is required to begin the automatic account set-up. Remember- if any of the above criteria is not met, you will need to submit a down payment. The only way to can get out of not taking a down payment is to x out of the billing flow process. That sets the account up via batch which takes 3-5 days. If no down payment is collected, the member premium will be spread over less term months so it could be initially higher than the quote. Question: Is Agent Sweep available for down payment? Question: What should I do if I receive an error stating please excuse us when trying to take a down payment? Answer: That error forces the account to be set-up batch and the down payment has to be made at a later date. Question: If a customer is making a 3 month payment and they have $0.00 balance due, will they receive an invoice fee? Answer: The only product line that has this option is Powersports, which is a 30/60/90 pay plan. The down payment will include an installment fee and then the next 3 months will also include an installment fee. Now, if the balance due is zero, then no invoice will be generated for any pay plan and no installment fee will be charged. Question: What are payment plan options?

6 Question: Do you have a Paid In Full discount? Answer: Depends on the line you referring to. We currently do not offer this discount for our home and auto lines. However, we do offer it on watercraft, RV and MSA (Motorcycle, Snowmobile, ATV) lines. Question: Can they pay in full after signing up? Question: If a client makes a policy change and new billing schedule is sent out will they be charged extra? Answer: If a change is made to a policy which increases their premium the additional premium will be divided out amount the remaining installments. Question: If they have a change which creates a credit is the current bill reduced or does it start on the next bill cycle? Answer: It will depend on when the credit hits the system and when the bill is generated to the customer. Question: Is the amount charged for invoicing a flat fee? Or is it based on what is being mailed out? Answer: It is a flat fee (in most states it is a $5 fee). Question: Do customers receive the $30 credit on their account if they enroll at any time during the policy period or only when they are a brand new customer biding coverage? Answer: The EZ Pay Sign Up discount applies to any brand new or existing customer who is signing up for REFT for the first time (and some states also require customers to be signed up for paperless billing as well to receive the discount). Question: What date is it effective that you will no longer accept mailed in checks? Answer: If it is outside of a down payment situation, in most states we have a 3 day grace period (again, may vary by state). To reiterate, if you are submitting a policy for a brand new customer, you will not be able to mail in a check for down payment. The only time you are able to waive/bypass a down payment is in the following situations: You can bypass a down payment for existing customers in the following scenarios: The account is submitted over 60 days in advance of the effective date MPD (Multi-Policy Discount) indicator is set to Yes on the application Adding a policy to an existing account Third party- insured billed or mortgage billed If any of one of the above criteria is met, you are able to waive the down payment. Payments will then be due on the next due date or withdrawn from the customers account on the due date of the existing account. Once the policy submittal process is completed, you will be presented with the down payment options; to waive the down payment, please select the Other amount and input 0 in the amount field. You will then need to simulate a down payment by selecting your Agency Sweep Account from the payment options. This will NOT withdraw monies from your account but it is required to begin the payment options. This will NOT withdraw monies from your account but it is required to begin the automatic account set-up. Remember- if any of the above criteria is not met, you will need to submit a down payment. The only way to can get out of not taking a down payment is to x out of the billing flow process. That sets the account up via batch which takes 3-5 days. If no down payment is collected, the member premium will be spread over less term months so it could be initially higher than the quote. Question: Is there a monthly charge for REFT? Answer: No, there is no charge for REFT. Question: Can the EFT withdrawl date be chosen? Answer: The EFT withdrawl date will be based on the effective date. However, you will have the ability to change the date if needed. It can be anywhere from the 1 st 31 st of the month. Question: What does it mean if a policy is in Warned status? Answer: It is getting ready to cancel for nonpayment.

7 Question: If the insured has multiple policies do the policies automatically link to account billing? Answer: This will not automatically happen. Agents will need to opt for the accounts to be combined billed Question: Can a withdrawal (with regard to REFT) come from a checking or savings account? Answer: Yes, the insured can choose to have money withdrawn from either a checking or savings account. Question: Do you accept all major credit cards? Answer: Currently, we accept Visa, MasterCard, American Express and Discover (for personal lines). Question: If we change the address on the billing screen does it change the policy too? Answer: No, you will want to be sure to update the policy screen with a separate amendment. The system will not automatically update the policy side when the billing address is updated. Question: On EZSweep payments, how long will it be before Nationwide sweeps the payment from the agency account? Answer: **NOTE: Effective August 15, 2016, an enhancement will be rolled out that will allow you/agency more time to make a bank deposit before payments are withdrawn from your agency account. Nationwide will send the transaction to your remittance bank account on the same day you receive the payment. Payments will then be electronically withdrawn after three business days, which aligns with the way EZSweep works today for policies billed on the FLEX billing system (Commercial and Farm). The enhancement will allow you time to deposit the money in the bank account and prevent a failed sweep. Dwelling Fire Question: Are Dwelling Fire policies settled at Replacement Cost Value, or can they be settled on ACV or Market Value? Answer: DP3- Replacement Cost Coverage, Contents is Actual Cash Value. Question: If the client self-services, do we get any notices about the change? Question: If a claim comes up on a rental home, do we charge it to the rental or to the main home? Answer: We wouldn t charge on the home policy. We don t charge for them on the dwelling fire policies either but it would impact eligibility on the dwelling fire (only). Question: Do you write mono-line investment properties? Answer: We would need the primary homeowners policy in order to write the dwelling fire policies. Powersports Question: What s the phone number for Powersports? Answer: Question: Does Allied do trikes? Question: Can we write a mono-line motorcycle? Question: Do Harley Davidson motorcycles have to carry both comp. and collision coverage to get the free Roadside Assistance?

8 Question: Will Allied insure an RV that the insured rents to others? Answer: No. Question: With regard to motorcycles, is there an option to suspend coverage during winter months? Answer: To date, you are able to have the option to remove comp./coll. coverage and/or increase/decrease liability mid-term. ***NOTE: If this is done, it would be your responsibility to modify coverage in the future. Question: With regard to motorcycle drivers, are they required to have a valid motorcycle endorsement? If not, is a permit okay? Answer: Non-licensed drivers are ineligible, unless, it is an off-road vehicle and the operator is not the only operator on the policy. Property Question: Does Ordinance & Law automatically include a percentage with all homeowner s policies? Or does it always have to be endorsed? Answer: Basic contract includes up to 10% of the limit of liability that applies to Coverage A. Question: Do you write row homes? Question: Would coach homes be acceptable? Two separate policies or increased other structures? Answer: Coach homes are acceptable, however, they would need to be written on a separate policy. Question: Is sinkhole coverage available? If so, is that an endorsement? Or, is that considered earth movement? Answer: Sinkhole is considered earth movement. Available for endorsement in a few states. Question: Is there a deductible for the freezer coverage? Does the freezer coverage also cover the fridge? Answer: No deductible- Applies to freezer and refrigerated contents. Question: Is there a certain age where the roof value will be ACV? Answer: Underwriting may look at this on a case by case basis. Question: Is there a way to add blanket coverage for jewelry? Answer: In some states you may be able to add blanket coverage via the Agent Center for fine jewelry via the Additional Coverage button (via the Exposure quote screen). We allow (in most states) up to $50,000 per class. The most we will pay for one item is $10,000. Question: Is there an additional charge for a pool or trampoline? Answer: No. Question: If they have one of those dogs, will the application get denied, or will they have to sign some sort of exclusion form for the animal? Answer: In most cases it will be denied. Exceptions can be considered if (1.) the animal is a trained service dog or (2.) if the animal has gone through a Canine Good Citizen course and the applicant can provide a certificate issued by the American Kennel Club. Question: Inspections- How long does it take? Answer: Typically, if an inspection needs to be done it will be done within the first days. Question: What is PC 1-8? Answer: PC stands for Protection Class 1-8 (ISO Rating).

9 Question: With regard to the Premier and Premier Extra Endorsements, do items have to be scheduled and listed for coverage to apply? Answer: No, they do not have to be scheduled for coverage to apply. Question: Would co-insurance apply to other structures? Answer: We would just pay the limit of Cov. B unless the ACV of the damages was under that amount. We would then pay ACV until replaced then pay up to the policy limit. Question: With regard to Coverage B, can you reduce it to 5% or is it locked in at 10% all the time? Answer: It is locked in at 10% all the time. Question: With regard to renovations, do they need to be complete or can they be partial? Answer: They need to be completed renovations. Question: With regard to the renovation discount, if the customer is buying a new home how can they provide proof of the age renovation? Answer: They can t have the new home and renovation discount at the same time. Question: Are customer s rates affected if there is a mortgage vs. not having a mortgage? Answer: No, mortgage has no bearing on the rate. Question: Can we add an LLC as additional insured on a fire and HO? Answer: Please talk with underwriting to discuss if this is something we can do. Question: What is the timeframe on Loss of Use (Additional Expenses)? Answer: It is up to 12 months (max.). Question: Do you accept dwelling fire without any supporting business? Answer: We would ask for the primary home in order to write any dwelling fire locations (in most cases we can write up to 4 dwelling locations). Question: Can we write tenant mobile homes? Answer: Mobile homes are ineligible with Nationwide. Umbrella Question: Does the Umbrella follow the UM? Answer: No, but can be added as an option (may vary by state). Question: Do all vehicles/homes/cycles/toys, etc. have to be with Allied for the Umbrella to be issued? Answer: We prefer to write the underlying business when we can. If you have a specific situations that arise you can always contact underwriting to review the details. CA Specifics Question: If self-reporting for the SmartRide Discount, how often do they need to report the mileage? Answer: Vehicles that are not eligible for the Device Discount can self report mileage and still participate in the Non Device Discount portion of the SmartRide program. Participation discount is given upon enrollment and requires annual mileage verification within 15 days. Earned Discount requires annual mileage verification 45 days prior to every renewal and is recalculated based on the updated verification. Annual Mileage Verification: Verified Self-Reported annual Mileage Program Agreement (Sample) is automatically sent when New Business is released and 60 days prior to each renewal. Verification can be completed by sending to PLPC a picture of the odometer or dated service records with odometer readings from the most recent 12 months. Failure to provide documentation will result in discount being removed.

10 Question: Can you tell us the process for an agency to clarify annual mileage if it is different than the system generated? Any issues we might have once submitted? Answer: The system will ask for clarification via Risk Analysis if needed. At that time you will want to provide a reason for annual mileage being lower than system generated so that underwriting has a full understanding of the risk. If an underwriter is questioning your response they will let you know. On a side note, if you are signing the client up for SmartRide you can use this as a reason in notes. Regarding the example below, it would be in question why a single driver/single vehicle policy has such low limits with pleasure use. Does this driver have another vehicle in the household we are not aware of, OR does she drive a company vehicle and if so you will indicate this in the remarks under Risk Analysis and also updated the company vehicle indicator as well for a deeper discount for having multiple vehicles in the household. Question: In order to qualify for the Elite Good Driver Discount, a driver must be accident and violation free for the previous five year period. How do we determine this at new business (isn t the MVR only pulling a 3 year period)? For renewals, I know we ll identify accidents/violations/through a periodic review of the driving record. Answer: Correct, the MVR pulls activity over a three year period. Recommendation for agents: ask your clients if they have anything older than three years we need to consider. Question: On CEA (California Earthquake Authority) policies, will CEA bill the insured directly? Do they need to make a down payment? Answer: It is important to remember that the homeowners policy is written through Allied/Nationwide Insurance and the earthquake policy is written through the CEA. The billing for each of these policies will be billed separately. With regard to CEA policies and down payment, the information is as follows (see breakdown below): Question: Is the Farm Bureau Discount available in CA? Answer: Currently, this discount is offered in CA for voting members only. Question: Do you offer farm liability in California for hobby use farming? Answer: Yes, we do offer an additional endorsement that may be added to the HO policy that can be added on via the Additional Coverage screen of the homeowners quote. We currently offer the Incidental Farming

11 Personal Liability (HO72) endorsement and/or the Farmers Comprehensive Personal Liability endorsement (HO73). Question: Can the insured pay with a credit card to get CEA started or do we need to mail money with the application? Answer: Remember the Allied HO policy will be on a separate billing system from the CEA policy. The insured can pay via a credit card. As you submit the policy the screen will appear to enter in the credit card information. **NOTE: Visa and Mastercard are only accepted. Question: In CA, do you require a gas shut off valve in order for the HO policy to be approved? Answer: It depends on the zip code. In zip codes 94010, 94116, 94121, and Proof of automatic gas shut off valve is required. The Agent Center system is programmed and that will fire a trailing document for that proof. Question: With regard to mileage in CA, will the premium increase if they are over in mileage? Answer: Yes, if the mileage ends up being over than what is submitted, they could see an increase in premium. Question: How do you apply the Elite Driver Discount? Is it added after submittal? Answer: Yes, this discount won t be applied until after the MVR is ran and bind process is completed. Question: Is there a discount or tiering for occupation type? Answer: There is an occupational discount we offer in CA but not offered in other states. Question: When quoting CA Auto, there is a field for Waiver of Collision Deductible. Can you explain more about this? Answer: This will waive the deductible for collision if the insured is hit by an uninsured motorist. They must know who hit them otherwise the deductible applies. Hit and run drivers do not qualify as an uninsured motorist. Question: When quoting a home will the system show a wildfire score? Answer: No, a specific score will not be given. You will just see messaging on the Risk Analysis screen indicating if it is eligible with us or not (or if you need to contact underwriting).