VTI Service Script

Service Script

Service intake form for Client account managers, receptionist, VA support etc.

"*" indicates required fields

Hi, my name is {Your Name}. Thank you for calling Valley Trucking Insurance. How may I hep you today?*

New Trucking Quote

Make a payment

Make a change

File a Claim

Request a Certificate of Insurance

Insurance Company representative calling our agency

Great may I get your first and last name please?*

First Last

VTI Client's Company/Business name?

Thank you very much. What is the best phone number to reach you at in case we get disconnected?*

Lastly what is your preferred email so we can send you the requested items at the end of this call?*

We would love to help you with a quote for your trucking company.

How did you hear about us?

What is your company name?

What is your DOT number?

What state is your business located in?

Here you will send a message over to the Trucking Team General channel to see if anyone is available for a call in quote. IF you are unable to get a producer on the phone let them know that someone will be in touch very soon and we will get the process started right away.

Were you referred to us?

Yes

Who was the agent that referred you?

You need to make a payment...Great let me help you with that.

Progressive Insurance- https://www.foragentsonly.com/login/ Phone: (877)776-2436

Great West Casualty - https://portal.gwccnet.com/ Phone: (800)552-9130

Berkshire Hathaway - https://www.bhhc.com/ Phone: (877)680-2442

IPFS - https://www.ipfs.com/ Phone: (800)234-7373

Agency needs to collect money - https://alllinesinsure.epaypolicy.com/

Look up their policy in our system and find out where you need to apply the payment information. Once you locate the correct policy you need to login to the correct insurance carrier or premium finance company to review payment information. Make sure you go over the current bill with them to make sure the amount sounds correct.

Great you need to make a change to your policy

Change address

Add/remove driver

Quote to add/remove driver

Add/remove truck or trailer

Quote to add/remove truck or trailer

Update contact information

Update billing information

Cancel your insurance policy

Question about existing policy or renewal

Certificate of Insurance with additional requested items other than simple AI cert

Other

Determine what type of change(s) the client needs to make for the client.

Address

Street Address Address Line 2 City State / Province / Region ZIP / Postal Code Country

Add/remove driver(s)

Add or Remove

First Name

Last Name

Driver's license State and DL#

How many years of CDL experience

Hire Date

Quote to Add/remove driver(s)

Add or Remove

First Name

Last Name

Driver's license State and DL#

How many years of CDL experience

Hire Date

Add/remove truck(s) or trailer(s) *If requesting to remove a vehicle see description

Add or Remove

Year

Make

Model

VIN

If you are getting a request to remove a vehicle please request that they send a copy of a Bill of Sale or a Lease Termination on that vehicle. They can email that over to VTIService@ValleyTruckingInsurance.com

Add/remove truck(s) or trailer(s)

Value

Value of an permanently attached equipment

Lien holder name and address

Quote to Add/remove truck(s) or trailer(s)

Value

Value of an permanently attached equipment

Lien holder name and address

Phone

Update billing information

cardholder name

Credit/debit card number

Credit/debit card expiration date

Credit card/debit card cvv #

Billing address if different than what we have on file

Update billing information

Bank Account name

Account number

Routing number

Cancel your current insurance policy...What date would you like us to cancel your insurance policy?

*If they have federal insurance filings they will require 35 days minimum to cancel the insurance policy unless the insured can provide a declarations page of the same or better coverage in order to cancel. Request a copy of replacement insurance along with the signed LPR that you send the client.

Other type of change details here.

Place the other type of change request here.

Certificate of Insurance with additional requested items other than simple AI cert

Will be request to add lienholders Will be request for certificates of insurance with additional insured, waiver of subrogation, primary and non contributory wording request. Additional interest or loss payee request for trucks and trailers Required printed endorsement included with the certificate request.

Question about existing policy or renewal

File a Claim. *First ask them how they are or the driver is! Find if they are ok and show sympathy here.

Date of Loss

Time of Day of Loss

Insured's vehicle that was involved

Insured's Trailer that was involved

What Cargo was being hauled

Location (Exact as possible including mile marker etc.)

During a claim this is our opportunity to shine! This is what they purchased their insurance for so we want to make this process as smooth and pleasant as possible. Remember they just experienced a tragic loss or interruption of some sort to their business.

File a Claim. *First ask them how they are or the driver is! Find if they are ok and show sympathy here.

Point of Impact: (describe where the damage is on the insureds vehicle first) (IE IV collided with CV in intersection, POI: IV front drivers fender to CV front of vehicle)

Collision deductible (lookup in our system)

Comp deductible (lookup in our system)

Other coverage that might apply

File a Claim. *First ask them how they are or the driver is! Find if they are ok and show sympathy here.

Police/fire report filed?

If Y, which PD or FD, and report #:

Any violations/tickets issued and to whom:

Is IV still drivable?: (NOT DRIVABLE IF LEGAL LIGHTS DAMAGED, IE Headlights at night, brake lights) If not drivable, what is its current location (side of road, tow yard, etc):

NOT A QUESTION TO CLIENT****SEE Description and go to Hawksoft to gather details****

Insurance Company Name

Policy Number

Claims Phone number

Whoever is taking this call go into HAWKSOFT and gather the insurance company name, policy number and claims phone number from Hawksoft and input here.

File a Claim. *First ask them how they are or the driver is! Find if they are ok and show sympathy here.

Provide adjuster's name, contact time frame, and contact info if filed online, attach to HS

Request a certificate of insurance

VTI Client Company name

VTI Client policy number(s)

Certificate holder company name

Company address

Certificate holder email

Do they need to be added as additional insured? Yes or NO? If yes please email a copy of the insurance requirements to us at VTIService@ValleyTruckingInsurance.com

Did they request any special wording? If so what are they requesting?

Is this certificate for a financial institution or a broker providing a load to our trucking company? If the cert if for a Financial Institution please send request to Client Account Manager to process

Insurance Company rep calling our agency

Please take down all of the information and find out who the correct person is and pass the message to them to call the rep back.