QA
How many times do you have to say the caller's name during the call?
2 times
Which aux code would you use to follow up with an adjuster or insured?
Follow up or Outbound
Address comments
Where do you find scripts to send to the adjuster?
In TLC
Where should you direct a caller who is inquiring about open job positions at our company?
HCC website "work for us"
What is the HCC closing script?
Thank you for working with HCC do you have any additional questions or need additional assistance? If not have a great day
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 40 ft ladder needed?
Anything over 3 stories
How does an IA submit a claim?
IA Portal
What does actively listening to a caller mean?
means fully concentrating on what the caller is saying, understanding their message, responding thoughtfully, and remembering key details. It involves not just hearing their words, but engaging with them by asking clarifying questions, providing relevant feedback, and showing empathy throughout the conversation.
If the claim mentions potential interior damages but it’s not listed under the service types, what would your next step be?
Reach out to the adjuster to confirm if we can add interior damages to the claim.
Where would we locate the assests/reports?
PIF
What is the leadership email?
customerserviceleads@hancockclaims.com
What are the steps for rescheduling a claim?
Check service type, check comments on why it was rescheduled, send reschedule script with correct reason to adjuster's email on file, take off reschedule service type, change status back to call queue by scheduling the claim hitting yes for reschedule adding the reason and pressing save
When caller states something upsetting during the call
Which carriers allow us to leave a non-scheduling voicemail?
Farmer's/FWS/Foremost, Safeco, MetLife, Liberty Mutual, CAN Network, KIN Insurance, OPENLY, Deskimate, CSAA, Chubb
Who should we email to verify the service region and area of the claim if it's not specified?
TM
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.
Where would you go to update an adjuster's information?
User List
When is it considered it a last minute claim?
Anything after 5pm
To find additonal information