Participants
In what steps does it tell us to add unknown participants and their Injuries?
Step 8 and Step 11
What 2 things needs to be true to select backing accident both parties moving?
Note: Both vehicles do not need to be backing for this loss detail, only one vehicle needs to be backing.
The insureds vehicle was sideswiped while parked what is the loss detail?
Other Party hit parked insured
Share three features.
You need to share 3 benefits of GHRN as if talking to the insured.
Who ever hits the buzzer first will need to provide 3 benefits from the job aids. You have 20 seconds to locate the job aid and start providing benefits.
Note: If you don't some one gets to steal.
Starts now!
What are the steps we need to follow when the caller does not want to use a GHRN shop?
1. Read GHRN script verbatim
2. Search for their shop in search bar using first 3 letters of named shop
3. Explain 2 GHRN benefits allow the customer to answer if the caller still has concerns explain 2 additional benefits.
4. If caller still does not want GHRN move to next MOI.
What should we be looking for when we are at the participant list?
We must confirm all participants have been added, Owners, Drivers, Passengers, Attorney, TPC, Witnesses, Responsible Parties and confirm all roles have been added for each participant.
Note: For all participants in loss must always have the roles of either claimant or insured followed by their appropriate additional role.
What are some key indicators that it was an intersection accident?
What loss detail is used for mechanical claims (that did not result in a loss)?
Where can you find information on mechanical claims?
Unknown Loss Facts
Found in:
Loss Types and Detailed Loss Types Job Aid
What do we have to do at the wrap up when it comes to the MOI?
Name the job aid that you need to use?
Select the appropriate radio buttons before completing claim.
First Notice of Loss (FNOL) - Schedule Now, Schedule Later or No Inspection Needed
What do we have to document when the Insured has a preferred shop that is not a GHRN shop or when a claimant has a preferred shop.?
Document the shops information in the wrap up notes.
What job aid shows us how to add unknown participants?
Adding Unknown or Known Participants with Partial or Unknown Information at FNOL
What loss types do we not read coverages for?
What makes the difference between sideswipe and changing lanes?
What is the MOI that is needed when the caller has already paid for repairs?
Tech Review- needs to be created in assignment creator.
Name the job aid we need to use when the caller has a preferred shop?
Name 2 benefits listed on that job aid.
GHRN Tips When a Customer has a Preferred Shop.
(Name the 2 benefits out loud)
What are the steps to add a minor and their guardian
1) Add guardian
2) add minor to claim and use all contact information from guardian.
3) add role of guardian to guardian, associate the minor to the guardian.
The claimant was parallel parked on a two way street when pulling forward our insured was coming down the road and hit the claimants side of the vehicle, what is the loss type?
Side swiped
What are some probing questions we can ask the caller to determine the best loss type?
1.Where were they located? (ex: parking lot, intersection, driveway, carwash)
2.What movement were they making? (ex: making a turn, backing up, pulling forward, going thru intersection)
3. Point of impact? (ex: rear bumper, fenders, doors, front bumper)
Customer already has an estimate from a shop of their choice, or customer already has a shop in mind and MOI is QFC.
Body shop is calling from a Non GHRN shop, what steps should you take?
What information do we need to add a participant?
and
What information needs to be missing to add a participant as unknown?
and at least One piece of contact information
No First or Last name One piece of contact information, or No First or Last name No contact information
When the insured says they got hit by a flying object what needs to be true for you to select loss type nature related instead of Miscellaneous?
Any mention from caller that the cause of object flying or falling was due to weather event
The claimant pulled forward from being parked and hit the insureds vehicle that was coming down the parking lot aisle. What is the loss type?
Intersection accident
What is the a none steering state?
Some states such as MN,CA,NY require us to move on to the next MOI when offering GHRN and the caller does not want to hear the benefits.
Note: there will be bolded highlighted letters in the script indicating this.
At what point does trust between you and the caller begin?
Trust begins at the start of the call and continues to build throughout the conversation. When customers feel confident in the interaction, they are more likely to trust you to set up GHRN.