MCCCD Program Description

Automobile Insurance General Policy Services

Course: INS127

First Term: 2021 Fall

Lecture 3.0 Credit(s) 3.0 Period(s) 3.0 Load
Subject Type: Occupational
Load Formula: S - Standard Load

Description: Customer service emphasis on automobile insurance general policy services. Covers policy market and special policy status considerations, proof of insurance provision issues, and internal customer service operations. Includes web-based information management tool usage.

MCCCD Official Course Competencies
1. Describe how policies are implemented and essential coverage concepts. (I-II) 2. Trace the existence of an insurance policy from inception to expiration. (I-IV) 3. Access web-based information management tools in the provision of customer service. (I-X) 4. Identify the means necessary for providing customers with proof of insurance verification. (III) 5. Explain special policy status considerations. (IV) 6. Describe auto insurance policy market considerations. (V) 7. Cite considerations for explaining basic policy premium determination to automobile insurance customers. (VI) 8. Identify concerns associated with the use of credit history in determining customer automobile insurance premiums. (VII) 9. Indicate the proper responses to agent inquiries. (VIII) 10. Summarize communication strategies for handling inquiries from irate customers. (IX) 11. Identify characteristics of exceptional customer service. (IX) 12. Describe common responses to automobile insurance customer inquiries. (IX)
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. Insurance coverage A. Policies B. Coverage types C. Coverage requirements D. State specific insurance requirements II. Policy life cycle A. Policy initiation B. Endorsement C. Payment concerns D. Cancellation E. Reinstatement F. Renewal III. Proof of insurance provision information A. Requirements for issue B. Caller verification requirements C. Filing alteration 1. Correction 2. Deletion 3. Cancellation IV. Policy status considerations A. End of term B. Quote C. Renewal D. Expired E. Two terms active V. Insurance market concerns A. Value determination B. Market eligibility verification documentation VI. Policy premium issues A. Overview B. Agent error 1. Errors affecting premiums 2. Apology concerns C. Premium difference explanations VII. Credit history considerations A. Fair Credit Reporting Act stipulations B. Industry credit report usage C. Credit history usage customer benefits D. No credit history customers E. Insurance credit score factors VIII. Common inquiry response information A. Policy response inquiries 1. Purged 2. Non-renewal 3. Application status B. Specific inquiries C. Request responses D. Document location E. Agent inquiry response 1. Quote issues 2. System issues IX. Customer communication strategy identification A. Emotion identification B. Call attributes C. Attribute justification D. Customer service characteristics 1. Model call considerations 2. Need anticipation X. Workstation A. Activation procedures B. Basic computer operations C. Web-based resources 1. Reference documentation location 2. Skill enhancement module concerns 3. Help document location 4. Search procedures 5. Phone system tools 6. Intranet navigation

MCCCD Governing Board Approval Date: April 27, 2021

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.