QA
How many times do you have to say the caller's name during the call?
2 times
When do you need to ask the additional assistance question?
both inbound and outbound
Address comments
What do we do for hotel inquries?
TM
Can we trip charge ladder assist for weather?
Yes
What is the correct "Hold" process?
Ask caller before placing them on a hold, Use the term brief or 1-2 minutes. (brief is 30 seconds) when coming back from the hold, we thank for caller for holding
When would you NOT need to notate a claim?
When no action was taken
How would you cancel a claim?
Edit- Begin Cancellation
When is a boomlift needed?
How does an IA submit a claim?
IA Portal
When do you need to verfiy the caller?
When the caller does not state who they are towards the start of the call
When do you verify the address on the claim?
Inbound and Outbound
Where would we locate the assests/reports?
PIF
What is the leadership email?
customerserviceleads@hancockclaims.com
When we schedule a claim, whats the first thing we need to do?
Check the weather
When caller states something upsetting during the call
If the caller is not listed on the claim, what is the next step?
We can place caller on hold and call the insured. Have the caller reach out the insured and have the insured call us so we can update the claim.
How do you send a script to an adjuster?
Through project comments
Who can cancel a claim?
Adjusters
How do you properly transfer a call?
When would you need to apologize during the call?
An apology is offered on behalf of the company when an error is issued on our end
If the callers disconnects on you, what should we do?
Notate the claim, the caller disconnected.
Whats another way to locate a claim?
Carrier, Zip Code, State, Address
When is it considered it a last minute claim?
Anything after 5pm
To find additonal information