Incorrect answers
When defining a question, you can define a correct answer. You then can configure the question set such that if the applicant answers one or more questions incorrectly, PolicyCenter can take various actions. A sufficient number of incorrect answers can result in:
- An underwriting issue – PolicyCenter can raise an underwriting issue to block quote or bind. For example, you cannot quote the policy until the underwriting issue is approved by an underwriter with sufficient authority.
- A number of risk points – Risk points can be used in many ways. In the base configuration, if the sum of risk points from the pre-qualification question set is 200 or more, PolicyCenter raises an underwriting issue that blocks quote. The medium risk point threshold of 200 points is set in Studio by segmentation. For more information, see Selecting the underwriting company through segmentation.
- A blocking action – You can specify whether the incorrect answer blocks you from advancing or just displays a warning before advancing to the next page.
You can mix and match these incorrect answer consequences. For example, you can specify that an incorrect answer to a question does all of the following:
- Displays a warning.
- Raises an underwriting issue.
- Contributes a specified number of risk points needed to raise a different type of underwriting issue.
For example, in the base configuration, the applicant is asked:
“Has any policy or coverage been declined, canceled, or non-renewed during the prior 3 years?”
If the answer is Yes (the incorrect answer), the
question creates an underwriting issue of type Question blocking bind. The incorrect
answer also adds 50 risk points. If another 150 risk points have been
added by incorrect answers to other questions, then the threshold of
200 causes PolicyCenter to create an underwriting issue that blocks bind.
This underwriting issue prevents you from binding the policy.
In another example using a Personal Auto policy submission, the applicant admits to having a suspended license in the pre-qualification questions. PolicyCenter raises an underwriting issue when you try to quote the policy, because the correct answer for the suspended license question is No. The incorrect answer blocks quoting. PolicyCenter displays a message when you click Quote. The policy cannot be quoted until the issue is approved by a user with sufficient authority to approve issues of this type. At this point, you have the following options:
- Save the submission as a draft.
- Close the submission as withdrawn, declined, or not taken.
- Change the answer to the suspended license question.
You can also configure a question to block the progress or display a warning message in response to an incorrect answer. In some cases, you want the message to be explicit so that users understand the eligibility requirements for the product. This type of warning message helps to prevent users from continually initiating applications that do not meet the criteria. In other cases, you want the warning message to be less explicit so that users do not understand the eligibility requirements. This type of warning message helps to prevent users from learning how to pre-qualify undesirable candidates by knowing all the correct answers.