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Official Course
Description: MCCCD Approval: 12-10-02 |
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CSR200
2003 Spring – 2009 Spring |
L+L |
2.0 Credit(s) |
3.0 Period(s) |
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Automobile
Representative Member Services |
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Automobile
insurance representative customer service considerations. Emphasis upon
customer need identification and relationship management strategies. Covers
contract term explanation, risk segmentation, and insurance coverage
application. Also includes premium identification, documentation review and
provision, and record amendment procedures. Prerequisites: None. |
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Go to Competencies Go to Outline
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MCCCD
Official Course Competencies: |
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CSR200 2003
Spring – 2009 Spring |
Automobile Representative Member Services |
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1.
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Identify the potential insurance service needs of a
person. (I) |
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2.
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Employ customer service relationship management
strategies. (II) |
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3.
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Describe insurance contract provisions to those unfamiliar
with insurance contract terminology. (III) |
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4.
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Determine the application of insurance coverage to an
accident situation. (IV) |
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5.
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Explain the difference between written and earned premium.
(V) |
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6.
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Prepare insurance policy documentation for its provision
to association members. (VI) |
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7.
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Prepare amendments to operator and vehicle records in
response to changes in customer history. (VII) |
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8.
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Review insurance account payment history in response to
member request. (VIII) |
Go to Description Go to top of
Competencies
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MCCCD
Official Course Outline: |
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CSR200 2003
Spring – 2009 Spring |
Automobile Representative Member Services |
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I. Insurance Need
Description A. Need Identification B. Service/Need Correlation
C. Service Description II. Relationship Management
A. Risk Assessment B. Customer Education C. Product Provision D. Information Capture E. Follow-Up Strategies III. Contractual
Description A. Provision Identification
B. Terminology
Interpretation C. Terminology Relation IV. Accident Coverage A. Typology 1. Liability 2. Medical Payments 3. Physical Damage 4. Additional Coverage
Types B. Limit Definition C. Application To Specific
Situations V. Written Versus Earned
Premium A. Definitions B. Differences C. Application In Payment
Schedules D. Accounting and Billing
Issues VI. Policy Documentation A. Insurance Binders 1. Identification 2. Provision Stipulations 3. Issuance Procedures B. Insurance Cards 1. Identification 2. Provision Stipulations 3. Issuance Procedures VII. Record Amendment A. Vehicle Records 1. Vehicle Addition 2. Safety Device Addition 3. Anti Theft Addition 4. Documentation B. Driver Records 1. Youthful Operator
Addition 2. Incident Addition 3. Documentation VIII. Payment History
Review A. Need Identification B. Database Navigation C. Information Retrieval D. Record Provision |
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