Fire & Theft
Prompt initial identification and inspection. Timely\accurate rental management.
MRRs present vehicle values promptly.
Total Loss Behaviors
Get in new claims quickly
Utilize all forms of communication
Make multiple attempts
Initial Contact
Lower advanced changes through proactive handling and 3-way calls.
Improved cycle time
Auth accuracy
Total Loss Priorities
Respond with Urgency
Keep your customer up to date and honor commitments
Listen Actively
Explain the process so customer knows what to expect
Advocate as you would for yourself, a friend, or a family member
5 Key Communication Behaviors
Favorite Food
Fish, except trout because that is just wrong
Leverage all methods of communication.
Timely retrieval of voicemail.
Effectively identify customer needs for appropriate inspection.
Keep customer up to date.
Customer Experience Behaviors
After inspection is complete make sure customer received their estimate and know where the check is going.
Answer any additional questions.
Customer Care Call
Setting and documenting ECDs and shop information.
Improve accuracy and cycle time.
Issuing payments timely.
Repair Management
The framework for how we handle claims and interact with each other and our customers.
Provide the necessary guidance
Create competitive advantage.
Claims Guiding Principles
Favorite Collection
Sneakerhead, a little over 400 pairs
Ongoing review of network shop capacity.
Accurately document causation, refinish, repair vs. replace decision and parts usage.
Focus on initial estimate timeliness with shops.
Repair Management Behaviors
Identifying the damage severity vs. NADA value for a motorcycle means it will likely end up here...
DTL Yard
Timeliness
Meaningful review
Aligned documentation
File Intervention
We foster a diverse, equitable, and inclusive culture where everyone feels valued, respected, and engaged in making us better.
Employee Engagement\ERGs
Military Branch
Airforce, 8 years
Work triggers daily.
Adhere to documentation guidelines.
Complete a meaningful review to mitigate current risk and prevent future risk.
File Intervention Behaviors
Employee Engagement
Accuracy
Efficiency
Customer Experience
4 Guiding Principles
Respond with urgency
Keep customer up to date
Update and honor commitments
Listen & Advocate!!!
Customer Experience
We treat the customers we’re privileged to serve with empathy and respect, fulfilling the promises we make to them.
Customer Service Guiding Principle
How many kids does he have?
3 daughters
Whose focus for 2023 is:
Accuracy
Handling Urgency &
Customer Experience
Individual Contributors
Leadership's identified 2 areas for improvement:
Accuracy & Customer Experience
call by end of next business day
call after inspection completed
midpoint call
supplement completed
changes in ECD
day prior to ECD
post delivery within 3 days
7 Points of Contact
We strengthen our competitive position by paying the right amount every time, and through continuous improvement of our processes, technology, and execution.
Accuracy & Efficiency Guiding Principles
Most ridiculous fear
100% sharks, won't go in the ocean past his knees