General "Otto" Insurance
What is T&L coverage and how does it work?
Towing & Labor coverage is a REIMBURSEMENT coverage that can be used whenever an insured is in need of roadside service.
Insured can contact a garage/tow company of their choosing for service, pay out of pocket, then submit the receipt to our Claims team to be reimbursed up to a certain $ amount/occurrence.
Does not pay for parts! (Ex. If an insured needed their battery replaced, T&L will pay for the labor but insured is responsible for the cost of the new battery)
What are some things that can act as "context clues" when speaking to someone on the phone?
(In the absence of body language!)
Tone, Demeanor, Word Choice, and POLICY NOTES
What do you do if the channel says direct in eClaims?
Warm transfer the call to direct! We do not want to complete the FNOL for any Plymouth Rock direct customers.
What is the 3-letter abbreviation we should input if the caller is unsure about/does not know a certain piece of information we ask for?
UNK
Can you take the FNOL if the policy was cancelled?
YES! We cannot ever refuse filing a claim - HOWEVER if the insured does not have the relevant coverage, or the policy was cancelled at the time the accident occurred, we can advise that it is likely to be denied.
What are Comprehensive + Collision coverage and what do they protect against?
Coll - Used when NI's vehicle strikes another auto/other property while being driven by NI/listed driver
Comp - "Other than Collision" Pays to repair NI's vehicle damaged by: Fire, Theft, Vandalism, Animals, "Acts of God"
What should we ALWAYS do in response to a customer mentioning a poor/failed experience they had with Plymouth Rock?
What should we ALWAYS avoid doing in that situation?
DO apologize on behalf of the company/situation.
DON'T take it personally ;)
WHAT are DTD/GRP and WHO can we offer them to?
"Door to Door Valet Claims Service"
"Guaranteed Repair Program"
Can be offered to Listed Drivers/Named Insured with Listed Vehicle.
If you have to add driver or add vehicle you are going to DECLINE DTD/GRP and the reason is "Manually added driver/vehicle"
If a customer is interested in viewing their policy or claim details online, what might we suggest they enroll in/for?
eService! (Plymouth Rock's online portal for insureds/customers)
What expectations do you set with a CLMT who is reporting the FNOL?
1. Ask questions about the accident
2. Get them set up with texting
What is a "Deductible"?
What is the relationship between the deductible and the cost for coverage (premium)?
The selected $ amount that an insured must pay to the carrier (in the even they file a Comp/Coll claim) before the carrier will pay to cover the remaining damages.
As deductible $ amount INCREASES, cost for the coverage DECREASES...
(Ex. Collision coverage may cost $1000 at a $500 deductible, but costs $700 at a $1000 deductible)
What are 3 things we should we ALWAYS do before placing a caller on hold?
1. Ask permission
2. Explain reason for hold
3. Provide estimated wait time
What expectations do you set with an INSD or a listed driver if they call in the FNOL?
That you are going to:
1. Ask questions about the accident
2. Discuss the appraisal process
3. Get them set up with texting
Which system is used to view policy information, quote discounts/policy changes, and view customer enrollments?
Who has access this system?
Agent Web!
Plymouth Rock employees & our Independent Agents.
WHAT Do you need to say when explaining the ETP program?
1. PROBABLY/POSSIBLE total loss
2. Permission to move vehicle
3. Remove personal belongings
What type of coverage would be used to pay for DAMAGES to another party's vehicle that OUR insured is responsible for?
What about the other party's MEDICAL BILLS if they are injured in the accident?
PD - Property Damage
BI - Bodily Injury/PIP - Personal Injury Protection
" blank " is one of the most important things to express on a phone call where the caller is upset, experiencing hardship, confused, etc.
EMPATHY!
What are the 4 Key Areas of the Loss Description?
1. POI and Damage Severity
2. Details of Collision
3. Traffic Conditions
4. Evidence to Support
Which system do we use to begin a "First Notice of Loss" report?
eClaims!
1. What is a Total Loss?
2. What is ETP?
3. Who can we offer ETP to?
4. What is 1 type of damage that can help indicate whether a vehicle will likely be a total loss?
1.When the cost to repair a damaged vehicle exceeds its actual cash value (ACV) OR so severely damaged it cannot be safely/legally repaired.
2. Early Total Loss Program - PRAC handles claim process start to finish, we take possession of NI's vehicle ASAP and bring to salvage yard to confirm it should be totaled. Customer receives payout quickly!
3. INSUREDS ONLY
4. Multiple airbags deployed, Roll over, Fire (completely burnt), Jaws of Life used.
What is the oldest (and still operating...) insurance company in the WORLD?
Lloyds of London
What can we do as service reps (when taking phone calls) to will help avoid repeating information?
TAKE NOTES!!!
What are the FINAL two steps to setting up ETP for an insured?
1. Assign the vehicle to Salvage (External link in ClaimsPro)
2. Add ETP note to ClaimsPro
What is our protocol for when an OVC calls to report a claim?
Direct them to file online using our website:
Plymouthrock.com/claims. We should NEVER be completing an FNOL when the caller is the other vehicle's carrier.
When you reach the FNOL "Wrap Up" section of the intake on eClaims, WHEN are you going to read out the claim number / name of an adjust. to the caller?
When it is a body shop, attorney, someone who is NOT DIRECTLY involved with the claim.
Anyone who was DIRECTLY INVOLVED IN THE CLAIM (passengers, drivers, etc.) we will get them set up with texting and then text them the claim number and the name of the adjuster