MCCCD Official Course Competencies:

CSR203  2003 Spring – 2009 Summer I

Insurance Representative Concerns

1.

Explain the function of a corporate internal investigations unit. (I)

2.

Identify fraud detection procedures. (I)

3.

Cite fraud prevention measures. (I)

4.

Explain vehicle inspection procedures. (II)

5.

Describe limit of authority thresholds in the issuance of automobile insurance policies. (III)

6.

Create a team development exercise. (IV)

7.

State the rules of a merit rating plan in determining automobile insurance policy rates. (V)

8.

Prepare responses to address member concerns regarding the use of other than original manufacturer replacement parts. (VI)

9.

Manually record the provision of an automobile insurance quote. (VII)

10.

Review representative and customer interaction. (VIII)

MCCCD Official Course Outline:

CSR203  2003 Spring – 2009 Summer I

Insurance Representative Concerns

I. Fraud Issues

A. Overview

B. Employee Theft

1. Reasons

2. Examples

C. Fraud Detection

D. Fraud Prevention

E. Investigation Typology

II. Vehicle Inspection

A. Procedures

B. Jurisdiction Based Considerations

1. Identification

2. Stipulations

C. Inspection Site Information

III. Authority Limitations

A. Criteria Location

B. Threshold Application

C. Escalation Procedures

IV. Team Development

A. Purpose

B. Exercise Creation

C. Performance

V. Merit Rating Plan

A. Purpose

B. Stipulations

C. Temporal Limitations

D. Thresholds

VI. Quality Replacement Part Program Overview

A. Replacement Part Types

B. Replacement Part Usage Limitations

C. Owner Rights Information Conveyance

D. Part Certification

1. Agency

2. Warranty Concerns

VII. Manual Documentation

A. Jurisdictional Requirements

B. Resource Instrument Review

C. System Navigation

D. Documentation Procedures

VIII. Representative Interaction With Customer

A. Representative Assignation

B. Sales Strategy Observation

1. Consultative Selling

2. Cross Selling

3. Cross Telling

C. Report Provision