Processes
When the caller needs a same day reschedule, what must we do if the tech is assigned?
We must call to let them know of the reschedule, if no answer email the tech and CC TM/RM
When do you need to ask the relationship to the claim to the caller?
When they are not listed on the claim
Who does the employee verification?
MJ Biggs
What carrier must all Independent adjusters use when submitting?
Other customer
What carrier needs an ITEL added to the claim?
Erie
If an exterior inspection is completed and the insured is stating the need interior, what is the correct process?
Reach out to the adjuster to get approval to submit the interior claim
When do we need to show empathy?
When the caller when someone is sharing personal struggles, dealing with loss, or facing frustration
Do we offer drone inspections?
No
How can you tell on the claim in Exemplar if the claim was submitted through the portal?
Hancock Portal
Can we update an Allstate service type?
No
Further out reason is needed after how many days?
Three days
If the caller states the callback number is different from the one you called or on the claim, what should we do?
Ask to update primary number or add to secondary
How can we do the trip charge process?
Email TC script to claims dept
How many active profiles can an IA have?
1
Who can approve a service comp?
Email the TM/RM with the request to cover it. We must have their approval.
If the insured request same day inspection, what is the next step?
Same day claims
If insured is denying, what do we do next?
Where do the Spanish calls go?
Do they need to pay a deposit when submitting?
Yes
When coming across a boomlift, what do we do?
Email boomlifts and place on hold
If the insured or contractor is requesting a certain time, and not a time frame what can we do?
Notate the time they are requesting but let them know its not guaranteed
When is a recap needed?
When taking an action on the call
If an engineer wants to submit a claim, where can they submit?
IA portal
What web browser should they use?
Chrome
Who do we reach out to for emergency tree removals?
Jennifer Holler, Justin Owens, Vanessa Gomez