|
UPFRO ASSOCIATES, INC
STANDARD OPERATING PROCEDURES
|
||
|
TABLE OF CONTENTS Click on the subject below |
||
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
When A Policyholder Asks! |
|
|
|
|
|
|
|
Type of Appointment |
Description |
When commonly used |
|
Mandatory or Set Time (1 hour Slots) |
Inspector agrees to meet with insured at the insured's convenience during normal business & daylight hours |
High Value Home Reports |
|
Courtesy Appointment (2-4 Hour Slots) |
Inspector sets an agreeable date and time slot with the insured. Similar to a repairman coming to your home, appointment set for a date and we try to estimate the time of arrival. (First stop in the morning, before Noon, after 3PM, etc.) |
EPH, WBS |
|
Courtesy Notification |
Inspector calls and finds out when the insured is normally open for business or normally home during the day. |
Commercial Inspections |
|
Appointments should be set for your normal working hours. Exterior photos need to be taken so setting appointments after sundown just won't work.
|
||
|
Weekend Appointments 1. If you normally work on a Saturday or are willing to do so at regular rates, you may set the appointment. 2. If you would require an extra fee to work on a Saturday you must first call your manager. You manager must get the okay from the requesting company. Please check your Acciunt Guideline for exceptions. 3. Sunday Appointments are generally forbidden without prior approval call your manager!
|
||
|
Standard Calling Procedure 1. You should make three calls within the first 3-5 days once you have received the request. [It is okay to set the appointment 2 or even 3 weeks out! But get it set, documented and if you are going over the allotted timer service send notification.] a. There is no need to make more calls or hold the request for additional time. b. If the insured has not called you back within two days of leaving a message they probably won't do so ever! So proceed. 2. Call the Agent if the Account Guideline permits this. 3. Finally, if you have not received a response, you may go cold if allowed by the account. Check your Account Guideline. a. When you get to the home, knock on the door and if the insured is in and willing to grant you permission to enter complete the entire report. Or if permitted, complete from the exterior if insured does not want you to enter the home. Or course if the insured does not wish you to complete the inspection leave and submit this information. You are done! b. If no one is home complete your survey from the exterior. But remember to check your Account Guideline for exceptions.
|
||
|
TIME SERVICE Just like any other report, we cannot hold appointment work forever waiting to get an appointment. Write up your efforts and get the report back to the office. You get a fee for your efforts! And will probably be asked to go back and complete the report in the near future. Contact your manager. Ii is important that we let the underwriters make the decisions! Not us! So do not hold your requests
|
||
|
|
|
When in doubt call your manager or the home office or if after hours, e-mail us!
|
|
|
|
This is a matter of common consideration.
Q When are you allowed to call an insured or policyholder to set an appointment? A Ask yourself when you wouldn't want to be bothered with a call. it is as easy as that! But here is a quick guideline:
Standard Time Monday thru Saturday 8 AM to 8 PM
Daylight Savings Time Monday thru Saturday 8 AM to 1 hour after sunset.
Q - When should you call an Agent? A - Normal business hours are Monday thru Friday from 9 AM to 5 PM. But many Agencies are open in the evenings and/ or Saturdays. Most Agencies have answering services too! So leave a message!
|
|
|
|
Mandatory Appointments When you ask an insured or an agent to call you back, it is best to give them a date and time frame when you will be home.
Please call me back Tuesday after 4 O'Clock Thank you! or Please call me Wednesday morning I will be here until 10:30AM! Thank you!
You should have an answering machine or service at your home office. Let the insured or the agent know that they can leave you a message. Or you can always ask them to call our home office!
Courtesy Appointment When you leave a message for a Courtesy Appointment, you can state the day, date and estimated time slot you will be making your visit and leave your phone number for the policyholder or applicant to call you back if they cannot comply.
Remember to document!
|
|
|
|
Missed Appointments If for any reason you have missed an appoint, please call the office immediately. If for any reason you show up for an appointment and the policyholder/applicant is not there:
800.423.7099
|
|
|
|
Whether you have set an appointment or are completing the inspection cold call style, there are certain procedures and policies that you should be aware of. These are set for your protection.
When you signed your Agreement, the following or similar wording was included: When starting any inspection will knock on the property owner�s door or ring their doorbell before continuing their inspection and:
1. In the event that the contact at the property refuses the inspection, for any reason, Inspector will graciously honor that request and promptly leave the property. 2. Under no condition will the Inspector complete an inspection without the permission of the insured or without an adult present in the household. a. In either event of (1) or (2) above, Inspector will document and present to UPFRO Associates the events that occurred. b. This will be accepted as a completed inspection by UPFRO Associates. 3. In the event that there is no one home, EMPLOYEE will complete the underwriting inspection from the exterior of the home.
To the best of their abilities EMPLOYEE will provide in their completed report(s) information that is factual, objective, or direct statements from those interviewed and that this information be relative to inspection objectives requested by UPFRO Associates.
|
|
To further explain:
Always cooperate, smile and be polite. There is no reason to strong-arm your way in order to complete the inspection.
You MAY ASK Is okay to complete the report from the exterior but if the insured, or adult you are speaking to says NO. You just say thanks and walk away. Make sure you document all events!
NEVER SAY: I won't be back in this area. I must do this report today! You might get cancelled if I don't do this report! I had an appointment! You must let me complete this report!
A Refusal IS a completed report! You will get a fee for you efforts just ask your manager!
|
|
1. 18 Years old is a Legal Adult (even if mom or dad disapproves). 2. But if the young adult is uncomfortable, well see refusals above. Do not be afraid to ask an age! No one is ever insulted.
Appointments should be kept with an Adult member of the Household ONLY Pre-approval is required from UPFRO management or the Insuring and not the Policyholder or Applicant!
|
|
|
|
QUESTIONS
It is not the job of the inspector to answer questions regarding:
Refer the Policyholder or the adult present to their Insurance Agent. This policy avoids confusion and/or confrontations.
If the policyholder insists, please have them call the UPFRO Corporate office for further explanations @ 800-432-7099!
|
|
|
UPFRO Associates, Inc.
Updated 5-17-2011