Registry NewsThe following Training Update was issued to all RMV employees on October 21, 2015:

The RMV is implementing policies to increase the number of successful registration transactions and reduce the number of customers who are turned away. To accomplish this, we need to ensure that Application for Registration and Title (RMV-1) forms are accepted whenever possible. If there is an issue with an Application for Registration and Title form, we need to help the customer complete the form so that it can be accepted, if possible.

When discussing this form with customers, please refer to it as the Application for Registration and Title form, rather than the RMV-1 form. This will help the customer understand exactly what you are referring to and avoid the use of language only known to RMV employees.

Handwritten or Electronically Populated FieldsApplication for Registration and Title (RMV-1) forms may be handwritten, electronically populated, or a combination of both. It has been reported that Application for Registration and Title forms presented with a mix of typed and handwritten fields are being rejected from branch offices. As long as the information contained on the form matches, and can be verified against source documents (e.g. previous title or Certificate of Origin) these Application for Registration and Title forms are acceptable. In most cases, electronically generated forms are completed by a selling dealer or a customer’s insurance company and a customer fills in the incomplete fields by hand.

MAIA Bulletin 2015-15 October 2015 - Extra Edition

Massachusetts Association of Insurance Agents (MAIA) • Professional Through Independence

91 Cedar Street • Milford, MA 01757Phone - 800.972.9312 or 508.634.2900 • Fax - 508.634.2929 • Website: massagent.com®

RMV Implements New RMV-1 Completion Policies

MAIA Bulletin 2014-15 - 2 - October 2015 - Extra Edition

Reasons an Application May Not be AcceptableApplication for Registration and Title (RMV-1) forms may not be acceptable for the following reasons. If the form is not acceptable, please give the customer a Registration/Title Return Slip that clearly indicates the reason. The Registration/Title Return Slip has been revised and is available through Print on Demand and on Transnet.

• The form does not contain all of the necessary information and the customer is unable to complete these fields• The information on the form does not match the supporting documentation• Information on the form is not legible or it contains erasures, white-outs, or alterations• The insurance stamp is missing or is over 30 days old (which means there is not acceptable proof of insurance)• The insurance policy effective date or change date is in the future• The form is printed on color paper, on card stock, or it is not 8 ½ x 11 (these are document scanning

requirements)

Note: Application for Registration and Title (RMV-1) forms may be printed double-sided. Do not reject the form only because it is double-sided.

Electronic Insurance StampsElectronic insurance stamps are optional, and not required, for companies that have been approved to submit Application for Registration and Title (RMV-1) forms electronically. They will look different depending on the insurance company; some look like rubber stamps and some like “typed out” stamps. Below are some electronic stamp samples:

When are the Height and Sex Fields Required?The Height and Sex fields were added to the Application for Registration and Title (RMV-1) form because of the Registration Residency Requirement.

Use the ULP/LP screen to determine if the customer already has a profile in ALARS.

Not Required: If a customer already has a profile in ALARS with an S number, the Height and Sex fields are not required on the Application for Registration and Title form, and a customer should not be turned away if they are not completed.

Required: The Height and Sex fields must be completed by customers who do not have profiles in ALARS or who have profiles with X or A numbers. If a customer’s profile needs to be updated from an X or A number to an S number, the customer needs to provide his/her license number, Massachusetts ID number, or social security number. The customer’s height and sex need to be added to the customer’s profile during this transaction.

The Height and Sex fields can be completed on the Application for Registration and Title form by the customer at the counter at the time of the registration transaction.

Customer Service BenefitBy accepting more Application for Registration and Title (RMV-1) forms, the RMV will increase the number of successful customer transactions. Please always do everything you can to assist customers with completing the form. If a form does need to be turned away, make sure you give the customer a Registration/Title Return Slip that clearly indicates the reason. This will help the customer successfully complete the transaction the next time.

Also, please refer to the form as the Application for Registration and Title form, rather than the RMV-1 form to ensure that customers understand exactly what you are referring to.

RMV Implements New RMV-1 Completion Policies

MAIA Bulletin 2014-15 - 3 - October 2015 - Extra Edition

On October 14, 2015, the online Change of Address transaction was updated to display the customer‘s mailing and residential address(es) on the Address Information screen after the customer verifies his/her identity. By displaying the address(es) the RMV has on file, the customer can determine if a change is needed to his/her residential address and/or mailing address. New text has also been added to the Address Information screen to inform the customer that if the address(es) that display are correct, no changes are needed.

Due to the many other options customers have to change their address, the Change of Address form (T10094) was retired on 10/14/15. The form will be removed from the RMV’s website. Please discard/recycle any hard copies you may have and discontinue distributing the form.

Online Change of Address Enhancement

New Pay My Road Test and/or License Fees Transaction

The RMV has issued a training update that contains information on the new Pay My Road Test and/or License Fees online transaction (https://www.massrmv.com/payroadtest), which became available on October 14, 2015.

This new online transaction will allow customers to pay their license and road test fees before or after taking their road test. Customers who use this transaction can avoid going to an RMV branch after passing the road test. Please distribute this training update to all appropriate personnel.As a friendly reminder, the Do You Want Your License Faster handout pictured to the left is handed out by Road Test Examiners to applicants who have NOT paid their road test/license fees.

Do You Want Your License Faster?

Skip the Line, Go Online!

Congratulations on passing your road test! Now all you have to do is pay your fees. Don’t wait in line - Pay your fees online!

No need to visit a branch! Access massrmv.com/payroadtest (within 30 days) and follow the 6 easy steps to pay by credit card, debit card, or e-check. Your permanent license will be mailed to you.

MAIA Bulletin 2014-15 - 4 - October 2015 - Extra Edition

The Application Rejection Form, used when a license or ID transaction cannot be completed, has been renamed to the License/ID Application Status Form and has been significantly revised. The Registration Return Slip, used when a registration or title transaction cannot be completed, has been renamed to the Registration/Title Return Slip and has also been significantly revised.

The RMV‘s new training update appears below:

The major changes to these forms are detailed below. See the end of this update for sample images.

License/ID Application Status Form - T21036 (formerly known as the Application Rejection Form)• Name changed from previous Application Rejection Form• The reasons an application cannot be processed was broken into two lists:

o Identification reasons (on the front of the form)o Other reasons (on the back of the form)

• Reference to the Acceptable Identification Documents list and to the new transaction checklists was added• The list of acceptable identification documents was removed from the back

All documentation (website, Driver’s Manual, etc.) that refers to this form as the Application Rejection Form will soon be updated with the new name. The Board of Appeals will also be notified of the changes to the form.

Registration/Title Return Slip - T21926• Name changed from previous Registration Return Slip• Reformatted to a full 8.5x11 page• The reasons an application cannot be processed was expanded and broken into two lists:

o Application for Registration and Title form reasonso Other reasons

• The list of acceptable proof of residency documents was removed from the back

Sample forms appear on the next three pages of this edition of Registry News.

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As always, please feel free to contact Donna McKenna or Kathy Cormier by phone at 800.972.9312 or 508.634.2900 or by email at dmckenna@massagent.com or kcormier@massagent.com.

Revised License Status Form and Registration Return Slip

Sample License/ID Application Status Form – Front

Sample License/ID Application Status Form – Back

Sample Registration/Title Return Slip