MCO DON'T LET IT GO!
If TPC calls in on a MCO claim, what information can you provide to them?
Phone number, fax number, or claim owner information & information on posted payments.
- Express - Handling an Auto Inquiry on Liability or Casualty Owned Claim
What is the Express Northeast Team phone extension?
1131499
- Licensed State FNOL and Inquiry Handling
What information is a claimant required to have in order to file a FNOL on insured's policy?
Insured's first and last name.
Allstate Policy number (active, cancelled, or terminated).
DOL.
What methods of inspection do we do?
VA, QFC, GHRN, Field, Drive In, Tech Review, Open Shop
What verification point can you authenticate a caller with on a Property claim, that you cannot authenticate a caller with on an Auto claim?
Peril Type!
- Claim Caller Authentication Guidelines Standard Process
If claimant calls in on MCO claim, what information can you provide to them?
Status of MOI, phone number, fax number, or claim owner information, and information on posted payments.
- Express - Handling an Auto Inquiry on Liability or Casualty Owned Claim
When discussing rental with CLAIMANT, what options are available to present - IN ORDER.
Rental Reimbursement
Advance Pay
Direct Bill - WITH LEADERSHIP APPROVAL
Where can you find information on boat parts to enter into the damage details screen?
"Asset Parts" JA
How does a shop submit a supplement?
What should you tell a customer who calls in wanting to know if the tree that fell on their home will be covered under their homeowners policy?
We would need to establish a claim!
- Common Property Claim Questions/Scenarios
If the claim owner is "Your Claim Team" and a customer calls in after business hours, what do you do?
Tell the caller you will make arrangements for a member of your team to contact you the next business day and add task TT05750.
- Express - Handling an Auto Inquiry on Liability or Casualty Owned Claim
What JA do you use if an attorney emailed a LOR (Letter of Representation) to a claim?
Review Customer Email
What is the Metric Goal for MOI @ FNOL in Production?
90%
What are the benefits of using a GHRN?
Workmanship Guaranteed
Excellent customer service and quality repairs
One stop shop
Free tow-in
What Peril would fall under "Wind caused my tree to fall."
'Windstorm and Hail' or 'Windstom'
- Common Property Claim Questions/Scenarios
In what states can you discuss Collision, Comprehensive, and Rental Reimbursement/Transportation Expense coverage?
Connecticut and Rhode Island
- Licensed State FNOL and Inquiry Handling
What JA do you use if insured/claimant disputes liability?
When to Add the EARR Task
In what state can you NOT discuss ANY coverages?
New Hampshire
In what state can you NOT set a QFC assignments?
Rhode Island
- Licensed State FNOL and Inquiry Handling
What do you do if a claimant sends in an estimate for repair of their fence that our insured hit with their vehicle? The invoice is for $5,000.
Escalate to ECO by adding task TT01177 and document "Mandatory Documentation Template"
In what states can you discuss Liability on an MCO claim?
NONE :D
- Express: Handling an Auto Inquiry on Liability/Casualty Owned Claim
What is the Production Metric goal in Production for AHT (Average Handle Time)?
12:00 Minutes
In what states can you file an FNOL for TPC?
NONE!! :D
Send them to the online portal.
What state required you to set a Field inspection if an insured/body shop requests it?
New York
What is the Production Metric Goal for SMOI?
70%