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Service
  • Team Members Agent
    State Farm.com Leads w/No Phone Number State Farm.com Leads w/No Phone Number
    Rate Quote Email Rate Quote Email
    Raw New Auto Paperwork Raw New Auto Paperwork
    PAP Email
    PLUP Email
    PLUP Email w Rates
  • Life
    Term Conversion Follow Up
  • Team Members
    Call Confirmation Email
    ID Cards
    Receipts
    Cancellation Confirmation
    Renters Change of Address
    Auto Paperwork - STS Transfer
    Auto Paperwork - Raw New
    Auto Paperwork - Add On
    Car Buying Resources
    Delegation Email
    DSS Info
    HO Re-Write
    Mortgagee Update
    Rate Decrease Email
    Rental Car Info
    Rental Car Info - Mexico
    Review & Referral Request
    SF.com Account Registration
    Teen Driving Resources
    Voicemail Follow Up
    Flood Insurance
    Glass Claim - Safelite
  • Team Members Agents
    PAP Email Defector Email
    PLUP Email Medicare Email
    IFR Follow Up - Presenter New Customer - 45 Day Email
    IFR Follow Up - Staff
    Defector - Requote Request
    Home Inventory
  • Send Vehicle Loan Sales Follow Up Email Template

    You are the fail safe! We need to make the pivots and document.
  • Send Your Policy is in the Mail Email Template

  • Send Issued Different Email Template

  • Send BOD - Coverage to Review Email Template

  • Send Your Policy is in the Mail Email Template

  • Look for BUSD, condo loss assessment, & other coverages that could have been improved.
  • Send Mortgagee Update Team Reminder Email Template

    People are saving money on the refinance. We have a limited time to capture some of that money to fix their insurance policies.
  • Send Your Policy is in the Mail Email Template

  • Send Issued Different Email Template

  • Send BOD - Coverage to Review Email Template

  • Send Your Policy is in the Mail Email Template

  • Double check that the address on all household policies is the same.

    If not, submit a change of address.
  • Close the Service Task

    It is already being worked off of the existing Service Task!
  • Send Forms Team Member Notification Email Template

    Use this if you want to "poke" your coworker for not leaving you bread crumbs!
    They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.)
  • 1. Send Forms 1st Notice Email Template

    SAMPLE BOD Service Task Subject:
    FORMS: U on 19 Toyota; em/sms 12/25
  • 2. Send SMS Template: REJ1 = Forms Request 1st Reminder

    STATE FARM: Please check your email for forms that require your signature. Please call with questions.
  • Close the Service Task

    It is already being worked off of the existing Service Task!
  • Send Forms Team Member Notification Email Template

    Use this if you want to "poke" your coworker for not leaving you bread crumbs!
    They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.)
  • 1. Send Forms 1st Notice Email Template

    SAMPLE BOD Service Task Subject:
    FORMS: U on 19 Toyota; em/sms 12/25
    FORMS: GSD on Johnny; em/sms 12/25
  • 2. Send SMS Template: GSD or REJ1

    We email AND text for the 1st 2 attempts.
    GSD = Good Student Discount
    STATE FARM: It's that time of year when we need a report card or transcript for the Good Student Discount for XXXXXXX. Please email to XXXXXXX.

    REJ1 = Forms Request 1st Reminder
    STATE FARM: Please check your email for forms that require your signature. Please call with questions.

  • Close the Service Task

    The returned payment is already being worked off of the existing Service Task!
  • 1. Send Returned Payment Email Template

    Follow 10 Day Process
    SAMPLE BOD Service Task Subject:
    BILLING: SFPP RETP $152.99 due 12/25; em/sms 12/26
  • 2. Send SMS Template: RETP = Returned Payments

    STATE FARM: Friendly notice that your recent automatic payment was not successful. Please call our office 24/7 to make the payment -- Thanks.
  • Close the Service Task

    The returned payment is already being worked off of the existing Service Task!
  • 1. Send Late Pays - 1st Notice Email Template

    Follow 10 Day Process
    SAMPLE BOD Service Task Subject:
    BILLING: $152.99 due on 18 Toyota 12/25; em/sms 12/26
  • 2. Send SMS Template: PYB1 = Pay Your Bill - Late Pays 1st Reminder

    STATE FARM: Friendly reminder that we have not received your insurance payment yet. Please call us 24/7 or pay online at http://st8.fm/sfpay.
  • 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 start 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.
  • 1. Send Late Pays - 2nd Notice Email Template

    Follow 10 Day Process
    SAMPLE BOD Service Task Subject:
    BILLING: $152.99 due on 18 Toyota 12/25; em/sms 12/26, 1/5
  • 2. Send SMS Template: PYB2 = Pay Your Bill - Late Pays 2nd Reminder

    STATE FARM: REMINDER - We have not received your insurance payment yet. Please call us 24/7 or pay online at http://st8.fm/sfpay.
  • 1. Call customer to ask them to pay their bill!

    Most likely, you will have to leave a voicemail.
  • 2. Send Late Pays - 3rd Notice Email Template

    Document BOD Service Task Subject & Mark Complete
    BILLING: SFPP RETP $152.99 due 12/25; em/sms 12/25, 1/5, 1/15. vm 1/15
  • 3. Send SMS Template: PYB3 = Pay Your Bill - Late Pays 3rd Reminder

    STATE FARM: FINAL REMINDER - Your coverage has lapsed due to a nonpayment. Please call us 24/7 or pay online at http://st8.fm/sfpay.
  • 1. Send Forms 2nd Notice Email Template

    Follow 10 Day Process
    SAMPLE BOD Service Task Subject:
    FORMS: U on 19 Toyota; em/sms 12/25, 1/5
  • 2. Send SMS Template: REJ2 = Forms Request 2nd Reminder

    STATE FARM: REMINDER - Please check your email for forms that require your signature. Please call with questions.
  • 1. Call customer to ask them to send in the forms!

    Most likely, you will have to leave a voicemail.
  • 2. Send Forms 3rd Notice Email Template

    Document BOD Service Task Subject & Mark Complete
    FORMS: U on 19 Toyota; em/sms 12/25, 1/5, 1/15. vm 1/15
  • 3. Send SMS Template: REJ3 = Forms Request 3rd Reminder

    STATE FARM: FINAL REMINDER - we need your signature form(s) to confirm your auto insurance coverage. Please call with questions.
  • Sales Opportunity Baby!

    Either reassign this to the agent or a team member to follow up on the premium decrease. This can lead to a sale or a deposit of goodwill.
    YES!
  • 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.
  • 1. Send Credit Card Expiration Email Template

    Follow 10 Day Process
    SAMPLE BOD Service Task Subject:
    WFI: Credit Card exp; em/sms 12/25
  • 2. Send SMS Template: ccinfo

    We email AND text for the 1st 2 attempts.
    CCINFO = Credit Card Info
    STATE FARM: Please call/text us to update the expiration date on your credit card, or update online at www.statefarm.com
  • Copy and Paste Underwriting Memos from Outlook Folder

    Step 1: Reply From the Underwriting Memo in Outlook.
    Step 2: Copy the entire memo. (This gets the time stamp of when our office received the memo.)
    Step 3: Paste into a new ECRM Task for the household.
    Step 4: Title the Subject of the Task "UMEMO: " and then summarize what needs to be done.
    Step 5: Take appropriate action to get the required information to underwriting.
  • Oh No! We've got to get out in front of this!

    The reason the policies are getting dropped is most likely in an email in the Auto Underwriting folder in Outlook. It is important to let the agent know what is going on so they can appeal or follow up with the customer for required information.
  • Time Sensitive!

    Underwriting wants to send a caution letter to the insured. Review and determine whether or not it should be mailed. You only have a few days to stop the letter so get on it!
  • Potential Chargeback!

    Review the life policy with your team, and hopefully a payment will be made soon. A chargeback may be applicable.
  • Time sensitive alert!

    Make sure these tasks are down to 0 every day. The CCC usually sends time sensitive notes to us, and these should be reviewed 1st thing in the morning and throughout the day.
  • Sales Opportunity Baby!

    Either reassign this to the agent or a team member to follow up on the premium decrease. This can lead to a sale or a deposit of goodwill.
    YES!
  • Follow your office process for DSS by sending DSS email or nothing

    Sean's office does not follow up on DSS notices. If your office does, send the DSS - Discount Removed Email Template or send the DSS - Update App Email Template
  • Close the Service Task

    This notice is simply an unnecessary notice that the change of address request is complete.
    If you have pros in your office, there is no need to double check that EVERY policy had a change of address order submitted.
  • Check ECRM Household for Billing Service Tasks & Mark Complete

    This means a customer has paid their bill, and they either have continuous coverage or time out of force. If they paid online or through CCC, you will need to close out any billing Service Tasks because they are no longer necessary.
  • Double check that EVERY policy has a change of address request

    Sometimes, CCC will only submit a change on one policy, so you need to double check the entire household.
  • Close the ECRM Task

    This simply means that GDD was added to the policy. Most likely, you will send the Issued Different Email Template to the person who wrote the application.
  • Close the ECRM Task

    The Household Contact Program (HCP) automatically markets to your book of business. You receive notifications when marketing materials are sent out by corporate. You can filter the list, or close it automatically to let everyone get it.
  • Close the ECRM Task

    You should work your NCOA report that comes through Control D on a weekly basis.
  • 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.
Sales

Copyright © 2016-2021 Sean Morton
State Farm has not reviewed or approved this material, and neither supports or endorses the material presented.
Additionally, State Farm makes no warranty regarding the accuracy or usability of the information contained in the presentation.