Scripts
"I don't have access to the policy information"
What is if the caller asks about our insured's policy?
Date of loss, state and policy number
What is we need this information to proceed with the claim?
Verify the information matches the claim that is being entered in Alloy.
What is if you see a claim in the duplicate claim search screen?
Insured
What is Named Insured, Policy Holder, and listed driver?
9-11 digits all numeric and state code followed by 7 numbers.
What are Dairyland and The General policy numbers?
"Yes, I can help you file that claim." or "I am sorry to hear that, I can help you with filing a claim."
What is a positive empathetic "I can help you" statement.
Select Dairyland, The General or Harley-Davidson depending on what the call whisper and the CCP banner was.
What is the Source of the call?
FNOL automatically searches for any claims that have already been reported.
What is the Duplicate Claim Search?
Other
What is claimant Adjuster, passenger, employee/representative of the business who owns the property that was damaged, lienholder, unlisted driver of insured vehicle, or person reporting on behalf of the insured or claimant?
Non-Standard Auto, The General, and Motorcycle.
What is Policy Type?
"Thank you for calling the claims reporting unit. My name is _________. Are you calling to report a claim?"
What is the opening script.
This is the specific day you record when documenting an event, which can be determined by the date of discovery or by checking the calendar to pinpoint when it occurred.
What is the loss date?
When someone else is also reporting the claim. You will be able to see who is working on the claim under the username field.
What is In-Progress Status?
Agent for Insured or Agent for Other than Insured
What is the representative from the business that wrote our insured's policy (local agent) or the representative from the agency that wrote the claimant's policy?
Address, VIN, driver license number.
What is other options we can search with to find an active policy?
"I will ask you a series of questions in a certain order. If you do not have the answer to a question at this time, that’s OK. Just let me know and we’ll move on to the next question."
What is the Call Flow Script?
The state where the loss took place. We need this to proceed with the claim.
What is the Accident State?
After confirming it is the same loss, check this box and provide claim number, claim adjuster's name and phone number.
What is Mark as Duplicate?
Medical Provider and Attorney ONLY
What is the two person reporting type we select Business instead of Individual?
Search by driver
What is "If no results pull up with the first search"?
"Our system does require a date to continue. What would be your best estimation of when this occurred?"
What is when the caller is unsure of the date of loss?
This is what time the incident happened. This field can be left blank if it is unknown.
What is the Loss Time?
Manually search Horizon for a possible duplicates.
What is all TG claims?
Select Attorney for Insured or Attorney for other than insured, add a comment "caller is____"
What is handling claims from an AI caller
Select the policy holder as the driver and make a note.
What is if the caller is unaware who was driving the Insured vehicle?