the Department Store
"I hit a pedestrian, they are in the morgue"
Who is Casualty Unit? (CU, or Continuing Unit)
Your call comes in unverified (a FAIL in AWS) with no notes on the purpose of the call. This is how you would greet the caller.
*bonus points if you can give the closing script
What is "Thank you for calling GEICO this is ______________ it is my goal to provide you an excellent customer experience how may I assist you today. Who do I have the pleasure of speaking with?
bonus 100 points:
My name is ________________ and was my goal to provide an excellent customer experience. You can access your claim at GEICO.com.
I've worked my file to completion, finished my note, and I'm all done. This is my phone status
What is Available?
The tab where we can update liability
What is Claim Details?
"You'll be hearing from my lawyer!" Ms Pierce huffed. This is what we mark as her Contact Status under "Parties Involved"
what is "contact attorney?"
"I hit a pothole, and I need to use my collision coverage to repair my car. I'll also need a rental while my car is in the shop"
Who is ICS? (we handle, no need to transfer file)
"That'll buff out!" the customer optimistically lies to themselves as their vehicle is wrapped around a bridge pylon. This is the best type of vehicle inspection for their car.
What is Total Loss, or VIC
"I hit a guardrail and now I'm stuck on the side of the freeway." This checkbox we can mark early on in the FNOL speeds up the filing process to get us to dispatching a tow truck to their location.
What is "Urgent Tow?"
This is where we can see if a claim has been referred to SIU
What is the Referrals tab?
This is step one when handling a "LOR - Letter of Representation Added" activity
what is: add the attorney as an Associated Party?
"I hit a deer" reports the customer, and sends in photos showing yellow flecks of concrete on the passenger headlight of their vehicle
what is SIU?
"Bye, Felicia!" The customer disconnects the line halfway through working Auto-Play. This is the next step in your process
(can earn multiple points for more complete answer)
for 100 points: "what is try calling them back"
for 100 points: "if you can get them back on the phone, continue auto-play"
for the final 100: "if you cannot reach them again, stop auto-play and document in your note that the line disconnected"
Colonel Potter, our insured, hit his knee on the dashboard in the crash. He's been icing it, but it hasn't gotten any better so he tells us he's going into urgent care this afternoon. This is what we update for them under Parties Involved
what is "Injured and Treating?"
Can I set Handle Complete on the Exposure?
"ph hit deer, set ARX, set rental, navi complete"
"what is yes?"
True or false: the following is a thing you will say on a semi-regular basis
"This lienholder has repossessed our insured's vehicle. I better call the AD and tell them over the phone that this is a repo claim."
what is false (we only call AD if we are trying to warm transfer)
The customer has a body shop they want to tow the vehicle to, but it's 117 miles away. This is the person we can reach out to for approval to dispatch the tow.
Who is the ICS supervisor?
Our insured, Mrs. Alda, filed the claim but she wants her co-insured husband to schedule the inspection later when he gets home from work. This is what we can mark as the husband's "Contact Status" in ATLAS
What is "Completed?"
(co-insured spouse: if we've spoken to one we've spoken to both. Mr. Alda can schedule his inspection online whenever he chooses)
While on the phone with the claimant, you entered information into the "parties involved" tab that prompted additional data prefill search results to come up for them. This is the best way to confirm which information is current and correct
what is 'have the caller confirm the correct information?'
Margaret borrowed Charles' Jeep and then backed into our insured, Kelly, who was parked at the time.
In the Recoveries tab, under Responsible Parties, this is the person we will mark as the responsible party.
Who is Charles?
This is the type of paycode we can set when first filing a claim reported by the lienholder
what is "Inspect Only?"
The claimant, Mr. O'Riley was t-boned by our insured, Mr. Winchester, who ran a red light. Mr. O'Riley asked not to call the police because he is uninsured, however he did go to the urgent care center
What is Casualty?
"That maniac ran a red light and hit me!" reports our insured, Dr Hunnicut. After finishing the FNOL and all steps to take care of our insured, this is the primary reason why our next call is to the claimant, Mike Farrell.
What is "liability is still pending?"
or "What is to complete First Contact?"
Our insured, Major Houlihan was rear-ended by Dr Burns. Dr Burns is uninsured, and we have opened the Uninsured Motorist - Property Damage exposure. When working CIQ for the UPD exposure, this is the person we mark as "Covered By Policy"
Who is Dr Burns?
Can I set Handle Complete for the exposure?
"af claim, cmt filing AC, pend subro from AC"
What is "no?"
This request on some LORs is often preemptive, just in case the claimant doesn't have enough insurance to cover the insured's injuries
What are UIM limits?