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Week 2 ( day 2 )

✍️Cancellation REFUND

APPROXIMATELY 30 DAYS TO RECEIVE THE REFUND

✔️Try to save the customer ( retention team ) ✔️The lender should not be able to cancel the policy. ✔️Agent support (

Refer back to the insured person !!!!!!!!!!!

Primary/Second Named Insured

Verification: Property Address Phone Number Email Address

If Unable to Verify:

Use other identifying information such as policy number, DOB, payment method, premium amount, mortgage lender, etc., as a substitute. Authorizations: Can we provide information? -- Yes Can we process an endorsement? -- Yes Can we cancel the policy? -- Yes Additional Insured

Additional Insured Please refer to this Spek for description: Additional Interest/Additional Insured

Verification: Primary/Second Insured’s Name Property Address Policy Number If Unable to Verify:

Conference the Primary/Second Insured onto the line Advise the caller to have the Primary/Second Insured submit the request themselves Authorizations: Can we provide information? -- Yes Can we process an endorsement? -- No Can we cancel the policy? -- No

Agency

An agent or agency are (a group of) individuals who sell insurance policies to potential Insureds. There are internal agents hired by Hippo and also external agents who are appointed by Hippo to sell policies on our behalf. They may call in to handle customer requests made to them or for administrative concerns, such as login credentials, commission, quoting platform, etc.

Verification: Primary/Second Insured’s Name Property Address Policy Number Authorizations:

Agents should be transferred to ''agency support.''

💯Customer support can cancel the policy at the request of the primary or second named insured.💯

✅If the request is to backdate the cancelation beyond 30 days, refer to Backdating a Cancelation.

✅Note: Refer lender requests for cancelation back to the insured. Refer outside insurance agents to the Producer Support team for assistance.

If the person already dies please forward them to tier 2 and also can send them to uderwriting@hippo.com .

Backdating cacellation

Email Template: To: Jeannie Galbraith, Viviana Guerrero, Bekki Harvey, & David Allebe Subject Line: Request to Backdate Cancelation – Policy# _________

"Greetings,

Please see the below information for review on the Request to Backdate Cancelation: Policy number: Policy effective date: Cancelation date: Documentation provided: Reason for Request: (Ex: Never purchased home/Sold home/Obtained coverage with another carrier)

Be sure to attach all the documentation that you have obtained

EOI , declarations page

Select a reason: ** Only use one of these options**

a. 99 - Insured’s Request (Flat Cancel): If the cancellation effective date matches the policy effective date. ( Full Refund, the customer has not been using the policy, so they will be able to receive the full refund )

b.105 - Insured’s Request: If the cancellation effective date is after the policy effective date. Pro-rated refund

If a refund is scheduled for issuance: Use the template below (a refund will not be processed without this information!)

Cancelation effective date: xx/xx/xxxx – Validated Address for cancelation docs: XXXX* – Validated Cancellation reason: XXXX Confirmed refund method with insured: Y/N, ________(CC (last 4)/ACH (last 4)/Check) Amount of refund: $XX.XX

If there is no refund due to the insured: Use the template below:

Cancelation effective date: xx/xx/xxxx – Validated Address for refund and cancellation docs: XXXX* – Validated Cancelation reason: XXXX

✅How to Cancel a Policy ✅Backdating a Cancellation ✅Cancellation Documentation

Email Template: To: Jeannie Galbraith, Viviana Guerrero, Bekki Harvey, & David Allebe Subject Line: Request to Backdate Cancelation – Policy# _________

"Greetings,

Please see the below information for review on the Request to Backdate Cancelation: Policy number: Policy effective date: Cancelation date: Documentation provided: Reason for Request: (Ex: Never purchased home/Sold home/Obtained coverage with another carrier)

Be sure to attach all the documentation that you have obtained

📢📢📢📢📢 Sold home: We will require the signed closing document with the date the home was sold. The title of the document must include "Final Settlement" or "Closing Statement".

Phone #: Spoke with: Verified: Verified Mailing: (Y or N) Xfer from (if applicable): NA Xfer to (if applicable): NA Referral: Branded: Need of call: Resolution:

Refunds are processed in the order that they are received and therefore can take up to 30 days to process. By default, refunds are issued in the same method that payment was received. Review the past charges section on the billing page to determine how a refund will be issued.

$1,550 11,25 2022

📣📣Updated Call Format (adding Billing Method)

Phone #: Spoke with: Verified: Verified Mailing: (Y or N) Billing Method: (sample Escrow) Xfer from (if applicable): NA Xfer to (if applicable): NA Referral: Branded: Need of call: Resolution: