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Center for Curriculum and Transfer Articulation
Automobile Insurance Policy Changes
Course: INS129

First Term: 2020 Summer
 Lec + Lab   3.0 Credit(s)   4.0 Period(s)   4.0 Load  
Subject Type: Occupational
Load Formula: T- Lab Load


Description: Automobile insurance policy changes procedures. Emphasis upon information associated with changing existing automobile insurance policy coverage. Covers policy issue and policy status change operations, driver and vehicle addition concerns, and policy cancellation. Includes title lien holder issues and model call flow identification.



MCCCD Official Course Competencies
1. Summarize procedures for automobile insurance changes. (I)
2. Process various types of insurance changes. (I-VI)
3. State different policy status types. (II)
4. Explain how vehicle title ownership affects automobile insurance coverage. (III)
5. Describe automobile insurance policy covered driver alteration operations. (IV)
6. Navigate various systems and screens to make driver policy additions and corrections. (IV)
7. List automobile policy status cancellation concerns. (V)
8. Identify steps for modeling call flow. (VI)
9. Practice call flow procedures. (VI)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Automobile changes procedures
   A. General guidelines
   B. Issue addition
   C. Issue terms change
   D. Issue deletion
II. Policy status classifications
   A. Policy cancellation
      1. Non-payment
      2. Insufficient fund cancellation
      3. Cancellation pending
   B. Warning message identification
   C. Cancellation timeline
III. Vehicle ownership concerns
   A. Lien holder
   B. Additional interest
   C. Ownership change documentation
IV. Driver changes
   A. Driver additions
      1. Driver addition reasons
      2. Driver addition considerations
      3. Driver addition restrictions
   B. Driver policy information correction
      1. Error correction
      2. Information addition
   C. Driver deletion
V. Policy cancellation status concerns
   A. Cancellation
   B. Policy cancel lapse
   C. Non-payment cancellation
VI. Model call flow
   A. Managing expectations
      1. Overview
      2. Communication strategies
   B. Call flow
      1. Greeting
      2. Identification
      3. Resolution
      4. Call closure
   C. Phone procedures and skills
      1. Customer call typology
      2. Call opening strategies
      3. Holding
      4. Transferring
      5. Conference calls
   D. Customer privacy concerns
      1. Privacy act identification
      2. Privacy policy information location
      3. Privacy information script usage
   E. Product knowledge
 
MCCCD Governing Board Approval Date: May 5, 2020

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.