SOFT SKILLS
Controlling your voice modulation over the phone
What is Tone
What does QRP stand for?
Quality Repair Program
What does the acronym of OHIO (not the state) stand for and what does it mean?
What is "Only Handling It Once" and doing everything you can on the claim to move it forward
What does PBE stand for?
What is Photo-based Estimation
This is our partner rental vendor whom recently purchased Discount
What is Enterprise Rent-A-Car
What is another term for insurance for terminology to avoid using when speaking simply to clients?
What is Insurance Jargon
Our primary hail partner vendor
What is Fix Auto Hail
What mediums of communication can be used to contact a client?
What are phone calls, e-mails, text messages, regular mail and couriered mail
Where can clients go online to to open a new auto claim?
What is CROMS
What are three important elements for a successful negotiation?
What are active listening, communication skills, set expectations, building rapport, integrity, win-win outlook, and thinking outside the box
New pilot program launched through Simplicity in the GTA area for seamless claims handling
What is Simplicity Valet Service
When taking a queue call or handling another CA's file, you should practice this
What is taking ownership of the call and treating the claim as it is your own to move the claim forward
What are the three additional apps that you can install on your smartphone that are linked to your auto and property policy?
What are Adjusto, Radar, and Alert
Policy coverage maximum amounts can be found here for substitute vehicles
What is the Coverage/Endorsement Screen in INDM under Endorsement 20
This type of listening is the opposite of passive and is the most vital for effective communication
What is Active Listening
Name three of our largest flagship QRP franchises
Who are FixAuto, Carstar, Simplicity, Assured, Prochilo Brothers, and Boyd Autobody
What are three key behaviors and expectations that we want to communicate with the client during the "perfect" FNOL?
What is selling QRPs, PBE when applicable, advising of policy coverage and deductible, advising of rental management, setting correct expectations for future
The following was integrated into the estimation process for the appraisal team to help streamline minor vehicle damages
What is Artificial Intelligence
DAILY DOUBLE
Our Client Experience Champions on the Calgary teams
Who are Emily and Oksana Yeomans
This skill is vital in minimizing an escalation and should be attempted before escalating the claim
What is deescalating
The following are four benefits with using a QRP
What are Lifetime warranty of repairs across Canada , in house estimation process, rental management, advocate in case there are any repair issues, repairs are completed on time
What does the C.L.I.E.N.T. acronym stand for?
What are following: comfort/reassurance of client, listen actively, inform client of next steps, encourage co-operation, nail down the client's reaction and purpose, take the time to end with a wow!
The digital tool used to monitor the progress of property claims
What is the Home Claim Follow-Up Tool found on DGI App
These are the new four Desjardins behaviors
What is Simple, People-Focused, Modern and High Performance