Letters
What kind of letter do we send out when we begin investigating coverage?
Reservation of Rights
For a recent policy investigation, what do we need to do before calling out to any of the parties involved?
DOL Prework
Who is your HR consultant?
Herk Baring
How do you communicate a liability decision? (contact method)
Insured not at fault to claimant if insured is not at fault
If customer agrees, ok to message digitally
If customer disagrees, need to call
How many days does a customer have with a rental after their vehicle is deemed a total loss?
3
Who receives an ROR?
Named insured, owner of IV, driver of IV
What age of policy would misrep possibly apply?
-000 or -001
What metrics are sent out in weekly flash reports? (name 3)
TL average days to close, % calls answered, net closed ratio, time to return voicemail, assign to contact 24 hrs, CSAT, detractors, % calls to voicemail
What negligence type do we have here in IL?
Modified Comparative 50/50
If someone states they were driving for Uber or another rideshare at the time of the accident, who do we transfer the claim to?
TNC
At what day do we send a delay letter to insured? How about claimant?
Every 40 days for insured and 60 days for claimant on open features. You do not need to send one if a claimant is going through their own carrier for repairs.
What are the qualifications that AP Workup must come back to be classified as misrep?
Over $100 AND over 10%
What documents need to be sent to insured when a vehicle is deemed a total loss?
TL Letter, Valuation Report, Settlement Summary, Estimate
What are some liability supports, outside of statements and the police report? (name at least 3)
Vehicle traffic law review, scene review, vehicle damage review
Which sports team has a stadium sponsored by Progressive?
The Cleveland Guardians - Progressive Field
How many days do we have to send an ROR?
Within 5 days of a coverage issue being identified
What are 3 common DOL Pre Work steps?
Run ISO, Review policy history, listen to FNOL if applicable, Google the VIN, Request CDR/VSR from supervisor
What are Progressive's core values? (name at least 3)
Integrity, golden rule, objectives, excellence, profit
What are the duties of the road? (name at least 5)
Maintain Control of Vehicle, Maintain Proper Lookout, Maintain Safe Speed, Maintain Safe Vehicle, Provide Proper Signals, Respect Control of Intersection, Respect Traffic Controls, Take Evasive Action, Yield Right of Way
Who is the driver of Progressive's sponsored NASCAR car?
Denny Hamlin
Name the 6 regulatory letters that we have in Illinois
ROR, car seat letter, delay letter, denial letter, TL letter, excess letter
Part I - Liability to Others
Part II - Medical Payments
Part III - Uninsured/Underinsured Motorist
Part IV - Damage to a Vehicle
Part V - Roadside Assistance
Part VI - Duties in Case of an Accident
Part VII - General Provisions
What are your 2026 job objectives?
Customer experience, accuracy, efficiency, team engagement
Name the 5 common losses to have shared responsibility
Left Turn, Lane Change, Right Turn, Backing, Intersection
What's the name of the Progressive program that honors deserving veterans by gifting them vehicles?
Keys to Progress