Every single call (outgoing or incoming) must be documented with CSR notes.

If there is a record in InsPro, CSRs should write their notes there.

If there is no InsPro record, but there is an Emerge record, notes should go in Emerge.

If there is neither an InsPro nor and Emerge record, notes should go into the Call Log.

VERIFICATION PROCESS:

When speaking to the military person or the spouse (if he/she is the primary insured), the CSR must confirm the following and make changes as needed.

Current Mailing Address

Current Phone Number

Current Email Address

Last four digits of the sponsor's SSN

These changes cannot be taken from a child or from a spouse who is not covered.