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BOD Trainer
- Issued & Mailed
- BOD Payments
- BOD Forms
- Investigate Further
- Notify Agent
- Sales Opportunities
- Close Automatically
- Underwriting Memos
- Address Changes
- Old "ABS" BOD Report
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SPEED SMPs
Text Scripts
Payments
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.
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.
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.
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.
PYB1 = Pay Your Bill – Late Pays 1st Reminder (Spanish)
STATE FARM: Recordatorio amistoso de que aún no hemos recibido el pago de su seguro. Llámenos 24/7 o pague en línea al http://st8.fm/sfpay.
PYB2 = Pay Your Bill – Late Pays 2nd Reminder (Spanish)
STATE FARM: RECORDATORIO: aún no hemos recibido el pago de su seguro. Llámenos 24/7 o pague en línea al http://st8.fm/sfpay
PYB3 = Pay Your Bill – Late Pays 3rd Reminder (Spanish)
STATE FARM: RECORDATORIO FINAL: su cobertura ha caducado debido a una falta de pago. Llámenos 24/7 o pague en línea un http://st8.fm/sfpay.
RETP = Returned Payments (Spanish)
STATE FARM: Aviso amistoso de que su pago automático reciente no fue exitoso. Llame a nuestra oficina 24/7 para hacer el pago. Gracias.
Claims
SFCLM = Claim Info
STATE FARM: Your claim number is xxxxx. Auto Claims: (855) 341-8184. Fire Claims: (877) 859-1947.
ILR = Initial Loss Reporting
STATE FARM: Our claims reporting number is (855) 259-8568. Your policy number is xxxxxx. Please call if you have any questions.
SFERS = Emergency Roadside Service
STATE FARM: The number to Emergency Roadside Service is (877) 627-5757. Your policy number is xxxxxx.
Claims SMP Follow Up Scripts:
Day 1: STATE FARM: Your claim number is xxxxx. The phone number to your claims team is xxxxxx.
Day 7: STATE FARM: We’re here to help with your claim. If you have any questions or concerns, call xxxxxx or us at (xxx) xxx-xxxx.
Day 28: STATE FARM: We hope all is going well with your claim. If you have any questions regarding your claim, please call xxxxxx or let us know.
SFCLM = Claim Info (Spanish)
STATE FARM: Su número de reclamo es xxxxx. Reclamaciones automáticas: (855) 341-8184. Reclamaciones por incendio: (877) 859-1947.
ILR = Initial Loss Reporting (Spanish)
STATE FARM: Nuestro número de informe de reclamos es (855) 259-8568. Su número de póliza es xxxxxx. Por favor, llame si tiene alguna pregunta.
SFERS = Emergency Roadside Service (Spanish)
STATE FARM: GRANJA ESTATAL: El número para el Servicio de emergencia en carretera es (877) 627-5757. Su número de póliza es xxxxxx.
Claims SMP Follow Up Scripts (Spanish):
Día 1: GRANJA ESTATAL: Su número de reclamo es xxxxx. El número de teléfono de su equipo de reclamos es xxxxxx.
Día 7: GRANJA ESTATAL: Estamos aquí para ayudarlo con su reclamo. Si tiene alguna pregunta o inquietud, llame a xxxxxx o a nosotros al (xxx) xxx-xxxx.
Día 28: GRANJA ESTATAL: Esperamos que todo vaya bien con su reclamo. Si tiene alguna pregunta sobre su reclamo, llame a xxxxxx o infórmenos.
General Office
IFR = IFR Invite
STATE FARM: Hi XXXXXX, I noticed your policies need some attention. Please let us know when you can come in to review them. Thanks!
Aconf = Appointment Confirmations
STATE FARM: We are looking forward to seeing you on XXX, at XXX. Please reply “Y” to confirm.
SFCOM = Website Support
STATE FARM: The phone number to internet/app support is (888) 559-1922.
W1 = Welcome Text 1 of 2
STATE FARM: Welcome to our agency! Please save this number (xxx) xxx-xxxx to your phone’s contacts so you will always know how to reach us.
W2 = Welcome Text 2 of 2
Access your policies & ID cards by downloading the State Farm Mobile App. https://andu5.app.goo.gl/Lr7u
IFR = IFR Invite (Spanish)
STATE FARM: Hola XXXXXX, noté que tus políticas necesitan atención. Por favor, háganos saber cuándo puede venir a revisarlos. ¡Gracias!
Aconf = Appointment Confirmations (Spanish)
STATE FARM: Esperamos verte en XXX, a las XXX. Responda “Y” para confirmar.
SFCOM = Website Support (Spanish)
STATE FARM: El número de teléfono para internet / soporte de aplicaciones es (888) 559-1922.
DSS = Drive Safe & Save (Spanish)
STATE FARM: Para mantener su descuento Drive Safe & Save, complete la configuración en la aplicación. Llámenos 24/7 al 888-559-1922 para obtener ayuda.
W1 = Welcome Text 1 of 2 (Spanish)
STATE FARM: Bienvenido a nuestra agencia! Guarde este número (xxx) xxx-xxxx en los contactos de su teléfono para que siempre sepa cómo comunicarse con nosotros.
W2 = Welcome Text 2 of 2 (Spanish)
Acceda a sus políticas y tarjetas de identificación descargando la aplicación móvil de State Farm.
https://andu5.app.goo.gl/Lr7u
Forms
ESIG = Electronic Signature
STATE FARM: Please check your email for forms that require your electronic signature. Please click the link, log on, and sign ASAP. Thanks!
REJ1 = Forms Request 1st Reminder
STATE FARM: Please check your email for forms that require your signature. Please call with questions.
REJ2 = Forms Request 2nd Reminder
STATE FARM: REMINDER – Please check your email for forms that require your signature. Please call with questions.
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.
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.
ESIG = Electronic Signature (Spanish)
STATE FARM: Revise su correo electrónico para ver los formularios que requieren su firma electrónica. Haga clic en el enlace, inicie sesión y firme lo antes posible. ¡Gracias!
REJ1 = Forms Request 1st Reminder (Spanish)
STATE FARM: Revise su correo electrónico para ver los formularios que requieren su firma. Por favor llame con preguntas.
REJ2 = Forms Request 2nd Reminder (Spanish)
STATE FARM: RECORDATORIO: revise su correo electrónico para ver los formularios que requieren su firma. Por favor llame con preguntas.
REJ3 = Forms Request 3rd Reminder (Spanish)
STATE FARM: RECORDATORIO FINAL: necesitamos su (s) formulario (s) de firma para confirmar su cobertura de seguro de auto. Por favor llame con preguntas.
GSD = Good Student Discount (Spanish)
STATE FARM: Es en esa época del año cuando necesitamos una boleta de calificaciones o una transcripción para el Descuento de Buen Estudiante para XXXXXXX. Por favor envíe un correo electrónico a XXXXXXX.
BOD
SFMILES = Mileage Requests
STATE FARM: We need the odometer reading for the XXXXXXX to continue your discount. Please call, text, or email XXXXXXX.
DSS = Drive Safe & Save
STATE FARM: To keep your Drive Safe & Save discount, complete setup in the app. Call us 24/7 at 888-559-1922 for help.
DSSODM = Drive Safe & Save Odometer
STATE FARM: Friendly reminder to report your odometer on the XXXXXXXX through the Drive Safe & Save App or reply to this text and we can take care of it.
DYM = Did you move?
STATE FARM: Did you move? We received returned mail – please call/text to let us know your correct mailing address.
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
SFMILES = Mileage Reports (Spanish)
STATE FARM: Necesitamos la lectura del odómetro para el XXXXXXX para continuar con su descuento. Por favor llame, envíe un mensaje de texto o envíe un correo electrónico a XXXXXXX.
DYM = Did you move? (Spanish)
STATE FARM: ¿Te moviste? Recibimos un correo devuelto; llame o envíe un mensaje de texto para informarnos su dirección postal correcta.
CCINFOR = Credit Card Info(Spanish)
STATE FARM: Llámenos o envíenos un mensaje de texto para actualizar la fecha de vencimiento de su tarjeta de crédito, o actualice en línea un www.statefarm.com
Sticky Notes On Your Computer
Get Sticky Notes to Your Taskbar
Click Start
In the search box, type “sticky”
Right Click Sticky Notes at the top
Choose Pin to Taskbar
Paste your scripts into new notes
Right click the Sticky Notes Icon in your task bar
Left Click New Note
Paste in your script
Test out your Script!!
For some reason, the scripts put weird characters into the text through SFCONNECT. Test them out by sending to yourself. Once you find the weird characters, go to the script in the Sticky Note and use BACKSPACE to clear the character, and then space bar get your space. Test again and you should be good to go!
Tips
“Pin” Sticky Notes to your Task Bar for quick access. Once it is open, right click and choose “Pin to Task Bar”. When you don’t want to see your sticky notes, left click the Sticky Notes Icon in your task bar. When you want to see your notes, left click the Sticky Notes Icon in your task bar.
Be sure to put a title above your script. This helps organize your sticky notes!
You can toggle the color for even more organization!
You can use sticky notes to document your conversation instead of writing things down on a note pad.
Move the sticky notes around on your screen. They will stay where you last left them
Signatures
Auto UW Folder – Mileage
XXXXXXXXX,
Below is a copy of a letter that our State Farm corporate office is mailing you. We have not received a current odometer reading for the vehicle referenced below, so our corporate office will update your annual miles to the national average of 12,000. This will result in a higher premium and possible billing questions.
There is still time to get this taken care of before the coverage changes. Please email, call or text the odometer reading to (xxx) xxx-xxxx and I will notify our corporate office. If you’ve mailed the survey back, please let me know so that I can double check it has been updated.
If you have any questions, please let me know.
Fire UW Folder – Home Alert Documentation
XXXXXXXXX,
Below is a copy of a letter that our corporate office mailing out in regards to your alarm discount on the homeowners insurance. It’s that time of year where they are requesting an updated alarm certificate in order to continue with the discount it provides you on your policy.
When you get a chance, please send a copy of the certificate and we will get it to the right people. If you have any questions, please let us know.
STS – Team Members
Please email me back today to let me know how this turns out.
Process:
- If the number is listed below, please give them a call
- You can do an out of book search for the customer through ABS. If you need help, please let me know
- If no number, call previous agent office and get customer’s phone number and policy information
- If you don’t reach them, add to P+ and assign to the Working Quotes SMP
NECHO Screen Shots:
Ask the other office to send over the screen shots of their policies in NECHO. Ask them to press P and print to their PDF printer so that you get everything you need.
Quotes:
It is important to compare the premium in the previous state to the XX rates. Use the savings to bundle life, hospital income, etc. If there are any coverages missing such as rental, S, or Z coverage, go ahead and add it to your quotes.
Marketing Opportunities:
If they have a new employer, what is the big opportunity for an account we don’t want them to “leave behind”?
They may need individual health insurance, as this is a qualifying life event.
Sample Word Track:
Hi _______________. This is _________ from State Farm in XXXXXXXXX. I am calling to introduce myself and our agency. Our corporate office assigned you to our local xxxxxxxx agency to take care of transferring your policies from [agent’s name]’s office in [previous city/state]. Do you have some time to go through things now?
Out of Office
Hello,
Sorry for the inconvenience, but I will be out of the office until XXXXXXXXX, with no access to email.
For the quickest response, please call the numbers below or forward your email to info@yourdomain.com. Please include your full name and the original email so that our staff can quickly respond to you.
Phone:
To start a new Auto or Home Claim: (855) 259-8568
Emergency Roadside Service: (877) 627-5757
Auto Claims: (855) 468-4696
Home Claims: (866) 787-8676
Office & Text: (xxx) xxx-xxxx
Fax: (xxx) xxx-xxxx
Added Cars
In (insert state), you have a minimum of x days, and in some cases x days of courtesy coverage on a newly acquired vehicle. Please contact my office as they are best suited to initiate coverage. If you prefer to wait until I return, please send me the following information:
Year:
Make:
Model:
VIN:
Odometer Reading:
Did you pay Cash, Lease, or Finance?:
Any Coverage Changes?:
Primary Driver:
Purchase Date:
Online – For ID Cards, Payments, & Self Service:
Website: www.statefarm.com
Payments: www.st8.fm/sfpay
Apple App: https://appsto.re/us/5AN9s.i
Android App: https://play.google.com/store/apps/dev?id=5407634085089080558&hl=en
Log In Assistance for User Name & Password Resets: (888) 559-1922
Thank you!
Your Name Here
PLUP Renewals
(Sent from agent or BOD person to the PLUP renewal person)
XXXXXXXXX,
This comes up every year on policies that are not with us, and the customer should expect it. In fact, tell them “It’s that time of year where we need to get the policy information for your umbrella renewal…”
Check the customer folder for last year’s information. Get the current dec pages and submit to UW through NECHO. They need to see the required underlying limits are met. Also, this is a sales opportunity for you to bring everything together with State Farm. Please run quotes and talk things through with the client.
Please document Household Comments with the contact information for the underlying insurance agency so that this is easy next year. You may get lucky and there are already notes that you can get started on this without bothering the customer just yet. Check the customer folder for saved emails – they may contain contact information for the agency as well.
Let me know how it goes and when this is complete. Don’t wait too long – underwriting will send out a non-renewal letter if they don’t get the info in time.
BOD – GDD & AFD
(Sent from BOD Person to TM who cancelled vehicle)
FYI – When you cancel a vehicle, double check if it has an AFD and the other vehicles in the household only have GDD or no discount.
In this case, we could have cancelled the XXXXXXXXX (GDD) and do a vehicle change on the XXXXXXXXX (10 Year AFD).
Most of the time this will save them money, but sometimes it won’t because the CRI on the GDD policy is higher. If you do it like I suggest, it is important that you tell the policyholder what you are doing for 2 reasons.
- They will think you cancelled the wrong car
- They won’t know that you went out of your way to save them money. We need to constantly reinforce how we are on their side.
DSS Info
XXXXXXXXX,
Thank you for your interest in our Drive Safe and Save Program. Information is available online at State Farm.com
You receive an initial 10% discount for signing up, and the program is 100% free.
Savings are based on the following driving behaviors and impact your Drive Safe & Save discount:
- Braking
- Acceleration
- Turns (left and right turns)
- Time of day the vehicle is driven
- Speeds of 80 miles per hour or over
If you have any questions, please let me know.
Copyright © 2016-2020 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.