Blank Page – BOD Investigate Further | SPEED Training Workshop

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Which "BOD Investigate Further" tasks are you working?
- Policyholder Cancellation
- NOPI Letter Sent
- Premium Increase
- Multi-Line Discount Decreased
- Review/Resume Recurring Payment Option
- VIN Validation
Click on the person's name to get into the ECRM household. For this cancellation request case, did the person indicate if the customer is a DEFECTOR or NOT DEFECTOR?
- Defector
- Not Defector
Double check that the DEFECTOR SMP is started
There should be notes in ECRM indicating the reason why the customer left.
Your job is to make sure the SMP is started so that we remember to market to them in the future.

If the Defector SMP is not started, Click here to tell your coworker to do it!.
Mark Complete and move on!
The only thing to check is if they did the analysis of which car is best to cancel.
Sometimes, it is better to do a vehicle change to a different vehicle instead of cancellation.

Ask them if they did the analysis.
Rate increase!!?? Let's see what we can do...
Check to make sure this is accurate. A lot of times, there is nothing we can do, but it is worth a shot. Look at driver assignments, MLD, AFDs, next time rates will decrease due to age of youthful driver, etc.
NOPI Letter?? What is that?
NOPI stands for notice of premium increase. The PDF letter is available in Control D, and explains that a ticket/accident/loss of Steer Clear Discount will result in a premium increase.
Ask your agent what they want you to do. A lot of times, it is just updating the task with the new premium and date of renewal, and then closing the task.

You could proactively reach out to the HH and offer DSS.

You could update the Task Subject Line similar to below, and put the Due Date 1 month prior to the Ticket or Accident Falling Off.

⚠ - Sean's Ticket Falls Off 12/25/2030; call to check on SCD eligibility
Double check the Fire Policy
Make sure the correct MLD applies to the auto policy. For example, did the customer go from Homeowners to Renters? Is there another Homeowners policy active?
Double check the SFPP Account
The SFPP is suspended, either at the customer's request or due to invalid payment information. Investigate what's going on and possibly reach out to the customer to get updated payment info.
Double check the VIN
The VIN was unable to be validated.

Send this text to the customer:
This is from State Farm. Please confirm your VIN is XXXXXXXXXXXXXXXXXX on the XXXXXXXX. Sorry for the inconvenience!

Set pend that looks like this in ECRM. (Due 10 Days out)
UMEMO: VIN Validation on the 2020 Ferrari; sms 07/05

Once received, send remarks through NECHO that VIN is correct or update correct VIN.