CLIENT EXPERIENCE JEOPARDY

SOFT SKILLS

100

Controlling your voice modulation over the phone

What is Tone

200

What is another term for insurance for terminology to avoid using when speaking simply to clients?

What is Insurance Jargon

300

What are three important elements for a successful remarkable conversation? 

What is active listening, communication skills, set expectations, building rapport, and documentation integrity.

400

This type of listening is the opposite of passive and is the most vital for effective communication

What is Active Listening

500

This skill is vital in minimizing an escalation and should be attempted before escalating the claim

What is deescalating 

QFC

100

What does QFC stand for?

Quality Frist Contact

200

• Named Insured, Named Insured Spouse
• Insured's Relative
• Resident Relative
• Different Driver (Listed and Unlisted)
• State Farm Agents Office

What is who all considered an Insured 

300

• Claimant Driver
• Claimant Owner

What is who is considered a claimant 

400

• Claimant Attorney
• Contractor
• Insurance Carrier
• Insured Attorney
• Medical Provider
• Mortgagee/Lienholder
• Other
• Public Adjustor

Who are other reporting parties (third parties)

500

• Loss reported through Online Loss Reporting:
• 
  
  •  Internet Reported or Conversational Loss Reporting
• Loss reported through State Farm Mobile app:
  • SFMA or Pocket Agent (claim will end in an alphabetical letter)
• Loss reported through Loss Intake Optimization
  •  HAART

What is loss reporting tools

Customer Experiences

100

FTC

Following too close

FTCS

Failure to Control Speed

FTMCOV

Failure to Maintain Control of Vehicle

FTOTCD

Failure to Obey Traffic Control Device

FTRSTAA

Failure to Reduce Speed to Avoid an Accident

FTY

Failure to Yield

FTSACD 

Failure to stop in assured clear distance 

FTWROW

Failure to Yield Right of Way

ILOWB

Improper Look Out While Backing 

ILO

Improper Look Out

P

Improper Lane Usage 

What is Liability Acronyms 

200

What mediums of communication can be used to contact a client?

What are phone calls, e-mails, text messages, regular mail and couriered mail

300

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

400

What are three key behaviors and expectations that we want to communicate with the Named Insured during the FNOL?

What is advising of policy coverage and deductible, advising of rental management, setting correct expectations for future

500

Daily Double

When documenting explanation of coverage which response is correct

A. A100/300/100 G500 R1 50/1500

B. Y

C. rental 80% 

What is A. A100/300/100 G500 R1 50/1500

Technology

100

What does PE stand for?

What is Photo Estimate 

200

Where can clients go to open a new auto claim? 

Statefarm mobile app 

300

• A file note should be provided explaining the business need for these delivery types.

What is certified and overnight mail 

400

Some ODM texts contain a personalized link that directs customers to the Claims Hub. Updating what information is needed to ensure all background functionality works correctly

What is 

• Name
• Address
• Date of Birth
• Email address
• Phone number

500

A completed File Note is not required when:

What is 

• Claim handling activities are not completed (transferring a call, accessing, and releasing a task, etc.)
• Updates to ECS data fields.
• Information automatically documented in ECS, example: creation of a letter.

MISCELLANEOUS

100

This is our partner rental vendor 

What is Enterprise Rent-A-Car or Hertz

200

A loss involves two or more automobiles insured by State Farm and the claim handler for one State Farm claim agrees to reimburse another State Farm claim for damage incurred in the loss

What is Double Insured Recovery (DW Recovery) 

300

This should be used for follow up contacts with customers 

What is Call Driver 

400

DAILY DOUBLE

When documenting a file what should be included for Purpose/Action 

What is 

• Reason for accessing the claim (example: phone call or type of task).
• Which participant or person involved.
• Issue needing to be resolved.
• Steps taken towards resolution.
• Discussion between participants or persons involved.
• Only document pertinent items.

500

Daily Double

What are the 4 types of ODM's 

What is Repair Assist Text, Rental Self Service Text, Claims Hub Text, Contact Attempt Text, Storage Mitigation Text and Digital Pay