Goals
72% but we aim for 80% or higher
What is our 0-24 contact goal?
Fast, Easy and Guarantee the work
What is the Network Shop ?
What are the 5 steps to the CS-360 Process?
CS 360 Process
Send Initial CS 360 Email- Recognize Loyalty
Recognize Policy Loyalty on initial call & document in Claim Notes
At each interaction with the customer ask probing How Questions
End of Claim CS 360 Call
DIF/PEG/Total Loss- Follow up within 10 days
Repaired Vehicles- Follow up within 2 days
Send the Final CS 360 Email- Recognize Loyalty
Bridging the Gap was this group first Volunteer Team Event in 2019
What is the CARE TEAM?
This feature allows you to send a automatic reply to customers when your out of the office.
What are OOO text message reply?
12 -14 days are the goals.
What are TL Average Days to Close goals?
Should we Offer MOI for Claimants when Liability and Coverage is pending? If they qualify what's the best Inspection option?
Yes - this helps us secure pics and start the process while we investigate the claim. Right now PEG is the ONLY option if coverage and liab is NOT clear.
A customer who is less likely to refer someone to our company based on their survey response of 3, 2, or 1
What is a detractor?
What are the 6 possible Diminish Value letters in EFF we can send?
Damage below deductible
Diminish Value - Claimant / Dealership
No payment
Payment
Prior Loss
Accurint, Iso, Fast People, Agents, Prior Loss Claims
What are creative contact searches.
15hrs is expected but more is always better!
What is available calls
We send A TM2SALV diary to NSU for PRS and ORS?
False
We now ONLY send a diary for PRS
The website we use to record actions taken to address customers who have requested follow-up to their NPS survey.
What is "http://surveycallout?"
What steps are involved with the MISREP process?
Must have first party coverage - "COLL/COMP/UM/UMPD/MEDPAY"
Recorded statements from IU and NI/Owner/Agent
Confirmation that IU was/is a HHRD, Reg Driver and NOT a minor
Apwork up back at 10% or at least $100 or more
Signed Policy application
ROR to IU/NI and Owner if different
This investigation helps us determine the correct time a loss occurred.
What is the Date of loss investigation?
Return 14% & Update 17% & Under 40% & No more than 1 a week- All calls should be returned under 24 hrs.
What are the 2 ECC categories and percentages goals? And what are our DID VM % goal, RONA Goals? When should Voicemails be returned?
Deductible Deferral option for Customers expired May 15, 2020 unless the customer qualified for the Expedited Concierge Program.
When did the deductible deferral option expires for customers?
The five customer service behaviors that have the greatest impact on customer satisfaction and loyalty.
What are "Listened", "Explained", "Updated", "Advocated", and "Urgency"?
What is the Ga TDE Workflow – Vehicle w/ Lienholder or ORS - File owner responsibility
Bonus:
Ga TDE workflow – No Lienholder / Customer Holds Title - File owner responsibilty
File Owner – Makes the offer to the customer and explains our modified settlement process.
Fie Owner – Emails the total loss form instructions to customer using the new template button.
File Owner – Sends a content submission invitation or photo text to the customer.
File Owner – Upload the complete total loss generator paperwork to EFF.
File Owner – Sends PDSuite greet misc. task to the Macon for paperwork to be overnighted via FedEx.
=================================
2. Verify paperwork is accurate
File Owner – 48 hours later, FO contacts the customer to verify receipt and rule out any questions. FO asks for a photo to confirm accuracy of the paperwork.
File Owner – If the paperwork is accurate, FO instructs the customer to send the paperwork back to Progressive in the provided self-addressed envelope. FO should add the T/L Doc Accuracy Template in a claim note to verify this step was complete.
File Owner – Sets a 3 day diary to verify paperwork has been sent back to Progressive. If there is a delay the FO is responsible for follow-up.
===================================
3. Issue Payment
File Owner –Upon receipt of the diary issue payment (digital or centralized).
===================================
Bonus
Robert Young
Who was the Newnan Manager in 2018?
Over 72%, over 75%, Under 10% are goals for what categories?
What are Contact goals? What are TL Inspected at Staging Yard goals? What are Drivable Inspections in the Field goals?
Name 6 Independent Dol verification and 6 non-independent DOL verification supports.
Independent
Tow bill from the scene that is confirmed directly with the tow vendor
Police Report in which officers responded on scene
Timestamped scene/loss footage
Metadata stamped photos from scene
Medical record such as an ER or Ambulance bill that verifies date of loss
Recorded confirmation from an independent source such as the claimant or witness.
Car dealer verification of purchase and condition of vehicle if IV was a recent purchase
Non- independent
Confirmation with guest passenger(s) or non-party witnesses
Police report if they did not respond to scene at TOL
Phone records
Social media
Employer information such as: ◦ Schedule ◦ Timecard ◦ Supervisor's information
Vehicle maintenance history such as recent oil changes or detail receipts
Vehicle photographs after incepts and prior to time of loss
Applicable receipts such as gas, meal, or shopping that support the timeline
Video surveillance surrounding loss area, employer or home
It's a mathematical classification and measurement of customer satisfaction and brand loyalty using a single question.
What is Net Promoter Score (NPS)?
How many ERG's do we have at Progressive? Name them all
8 - AANET, PAAN, PLANETA, PARENT CONNECT, NEW, YPNET, DAWN, LGB, MILNET
This Report comes out 2x a day and 5 days a week.
What is the Voicemail Report?