Inquiry Calls
"I am calling because my rental was due back yesterday but my car still isn't finished. I need my rental extended."
Navigate to the "Rental Summary" tab to find the AD assigned to the customer's rental reservation
Coverage Issue prompting at top of ATLAS
Navigate to "Policy and Coverage", sub tab "Coverage Issues"
We have obtained recorded statements from both parties and need to review both statements to make a liability decision.
Navigate to "Recorded Interviews" tab
Received a workplan "Navigator tasks pending" for John Smith
Navigate to "Claim Navigator" tab to see tasks remaining
Checking the file for queue that needs to be worked
*make sure you are looking at "all open activities"
"I uploaded a video of the accident as you requested so you can re-evaluate your decision on responsibility. Did you get it?"
Navigate to the "Documents" tab
Need to mark collision coverage as "handle complete"
Navigate to "Exposures" tab
Need to do an overview of the claim to see which parties have been reached to discuss the claim and whether liability has been established.
Navigate to "Summary" tab which will take you to the sub tab "Claim Summary" automatically
There is a pending Navigator task to schedule inspection. You call the customer and they are ready to proceed with the scheduling of the inspection
Navigate to "AD Summary" tab
Need to mark passenger contact status to "not needed"
Navigate to "Parties Involved", click on the passenger, then click the green "edit" button
"I received a call advising you needed additional information from me to finish up the claim."
*This can fall under 2 tabs to review
Navigate to "Navigator" tab and "Notes" tab
Check Status of a CPW (Coverage Problem Worksheet)
Navigate to "Referrals" tab, sub tab "CPW"
Need to determine if we have made reasonable attempts to gather evidence (this evidence can be statements or other evidence we have asked a party to submit)
Navigate to "Notes"
You receive a Navigator task to "Obtain Underwriting Documentation"
Navigate to the "Notes" tab
You receive an e-mail queue that needs to be reviewed for handling
Navigate to "Notes", "Communication Hub" tab
"I am calling from Progressive to check status of our subrogation demand being reviewed."
Navigate to "Demand Summary" tab and check under review status
AD is requesting pay code to be updated to a good pay code. You have already reviewed the claim to determine that there are no concerns regarding paying the claim
Need to fill out breaches by each party in a comparative negligence loss.
Navigate to "ClaimIQ"
There is a pending Navigator claims level task to review customer log
Navigate to "Notes", "Customer Log" tab
We have a CC99, single vehicle loss, with no proof of date of loss and need to SIU to review the file.
Navigate to "Referrals" tab, sub tab "SIU"
"I am calling because I have not received my payment. You advised it would be mailed out last Tuesday but I've been checking my mail every day and I still don't have it."
Navigate to "Financials" Tab, sub tab "Payments"
CC33 - Policy Endorsement Initiated Prior to Loss Date, need to check what the last endorsement date was
Navigate to "Policy and Coverage", sub tab "General and Driver"
We need to review the point of impact to both vehicles involved
*name the tab and how to get there (3 different ways, only need to name 1)
Navigate to "Vehicle Incident" tab
1. "AD Summary", blue vehicle hyperlink
2. "Parties Involved", sub tab "Incidents", blue vehicle hyperlink
3. "Parties Involved", click on vehicle owner, blue vehicle hyperlink under their basics tab
Navigator is prompting you to obtain adverse carrier's disposition
Navigate to "Parties Involved" tab, click on the claimant owner, then navigate to their "AP" tab
Insured has advised they are not using their rental coverage however Navigator is prompting a "schedule rental" task
Navigate to "Rental Summary" tab to edit advisement to mark "Is customer using rental or loss of use?" to "no"