Make Initial Contact
Discussing Medical Coverage
PIP/MedPay Adjuster
Claimant would like an additional advance payment on rental
Express Specialist
Customer calls for total loss adjuster contact information
Express Specialist
Step 6 of Inquiry Standard Process
Resolve the reason for the call
Claimant Attorney asking for BI Limits
Casualty Adjuster
Information on posted payments on an MCO Owned claim
Express Specialist
Customer calls for status of payment
Express Specialist
Step 7 of Inquiry Standard Process
Update the claim with new information provided by the caller
Claimant disputes loss facts
Liability Adjuster
TPC calling for liability Status
Express Specialist
Customer does not agree with Total Loss Settlement
Total Loss Adjuster
Wrapping up a call with TPC
If you need to contact us again about a claim, we have a new portal you can use. That way you don't have to wait on hold to ask your question. If you send a question through the portal, our goal is to respond in one business day. Can I provide you the website address?
Liability Accepted 100% Claimant needs a rental
Named adjuster
Injury questions on Express owned claim
Update injuries, DOB and reassign claim
Customer has questions about total loss paperwork
Title Express Specialist
Reissuing checks on CAT Property
Reaching out to the claim owner and fill out appropriate template
Insured needs a rental extension
CRO
Claimant asks for an upgrade in a reasonable/comparable state
Upgrade with and document with reason for upgrade
Customer requests that paperwork be resent
Express Specialist
What items need to be confirmed when completing initial contact with the customer
Contact information including digital standards, damages, associations, injuries, DOL, loss location, vehicle and loss facts