OneNote related

QM(Criteria Goals)

100

where can I find QM call criteria?

One note--->Goals --->QM call Criteria

200

Quality and Compliance

where in the One note can I locate the verification specifics?

300

What is a considered a Proper Transfer?

Agent should probe to identify which adjuster/department the caller should be speaking with, and transfer to the appropriate party

400

For an open hold/silence what should we be doing for our callers?

Address the hold/Silence

Example: I will be silent for a few while I review the file/notes.

I will to look/review claim notes a bit further may I place you on a 2-3 min hold. (anything like this will work)

500

Help statement:give example.

• Agent should be willing to offer help to address the needs of the customer once the customer provides     their need.  Ex: “I’ll be happy to get you over to the total loss     adjuster assigned to your claim” or “I can help get you get your rental  set up”
• A helpful statement should be used anytime throughout the call once the need is uncovered, but the help statement needs to be at an appropriate time in the call 

Contacts

100

Wawa/Ace email

[e-mail](legacy only)

[e-mail]

200

Where can I find Hotlines to Xfer to In one note?

Where to Transfer Guide 

300

No longer with wawa/LOA steps

No longer with wawa(a list will appear), then LOA-where to xfer.

400

Supe B/ups

Contact Tab then Go to Hyper links.

500

Subpeona

 All subpoena inquiries to  [e-mail]

This team mailbox is monitored by Michael Beckwith and Amanda Quintero daily

Processes

100

Where can I find how to add Parties Involved?

Processes Tab then adding parties involved drop down

200

Rate increase calls claim related what do we do ?

If CS is transferring the member because they have questions on a specific claim that caused their rates to increase, we should transfer to the adjuster to discuss any questions/concerns regarding liability/payments made.

300

Recalibration Safelite cannot perform repair

Some Safelite locations offer this service, but not all. Often, insureds have their dealership handle the recalibration, pay upfront, and submit the receipt to Safelite for reimbursement.

If a unique situation arises that requires internal handling, obtain the paid invoice from the insured and forward it to the Glass TMB at [e-mail] (internal use only).

400

Manufacturer Tint/Sunguard

If the glass originally came with manufacturer-installed tints or sunguard, Safelite will replace it to match pre-loss conditions. LKQ glass with manufacturer tints is unavailable, OEM glass may be required.

500

New Glass Claim + Vehicle Damage XFER to ?

FNOL