ARX
Two benefits of the ARX Program
One stop shop, written lifetime guarantee, etc
The 5 options a customer gets as a survey response
Excellent, Very Good, Good, Fair, Poor
Possible scores for each category
A, B, or C
1-5
The only instances it is ok to Stop AutoPlay
IP disconnects
IP passes the phone to another party
Wrong claim entered for this IP
Read the 2 Party Check wordtrack
“Since you are still making payments on your vehicle and have a lienholder, any payments that we issue for damages to your vehicle will need to be made in the form of a 2-party check. That is a check that is made out to both you and the lienholder or to you and your repair facility. When you speak with our Auto Damage Adjuster, you can discuss which option would work best for you.”
Who is eligible to receive a survey:
What is a B rating
Performance meets minimum expectations. Some opportunities for improvement and gaps in handling.
You get a Reminder to Complete First Ctc activity and there is no phone # on file for the IP, what is your next step:
Check if there is an address to send the First Ctc letter
What button would you utilize for the Obtain IP Info for Others task if PH asks us to order the Police Report to obtain Claimant Info
Customer Will Never Know
An example of a Retention Statement:
Since you will be leaving your vehicle for the repairs to begin please make sure to take any personal belongings out that you may need while your vehicle is being repaired such as parking sticker, garage door opener etc.
Name 2 things you do on every FNOL to be memorable for when the customer receives the survey:
Repeat your name, say Excellent customer service, summarize what you did for them, etc
What are the two categories:
Make the Connection and Create and Effortless Customer Experience
What category would making an outbound call to PH fall under
Customer Service
What is the goal for Navigator completion
90% or greater
Reasons the system will bypass ARX:
Bad paycode, vehicle deemed total loss, vehicle non-drivable and located at bsoc
The CSS goal % to be a 5.0 rating
90% or greater
What are some things you would do for an A in Make the Connection
Adjusters should establish rapport with the caller throughout the entire call. This can be done with an appropriate display of kindness, understanding, warmth and genuine empathy. This rapport must make the customer feel that the adjuster is the best person to efficiently take care of their needs. Adjusters should tailor the conversation to the communication style of the customer while using positive “Can Do” language. After making a connection with the customer, adjusters should maintain that level of connection by responding to the customer appropriately throughout the call. Consideration must be given to the purpose of the call and the caller’s needs and circumstances. Reassure the customer you are the best person to address their needs.
How many points of Queue do we grade for you
at least 20 points
Where in ATLAS can you put the customer on a communication hold:
Parties Involved above phone #
How a vehicle is eligible for ARX:
Good paycode, reserves proper, LDC proper, no CCs on file
When FNOL survey is sent now vs. when it will be sent when CSS changes are implemented:
The FNOL Survey will now be sent to eligible IP’s within two hours of the initial loss report, rather than the next day.
How many calls are graded each month
10 calls per person
Legal and regulatory, Customer Service, File Maintenance, Loss Cost Mgmt, Did we move file to closure?
After completing Navi and customer request, what else would you work before leaving the claim: