1 Year Statuses
Scheduled
What are the 3 deductible amounts?
$75, $99, $150
What system do you use to clock in and out?
ADP
You are allowed to put your opinions and feelings into the notes.
No
Speaking slow and enunciating is proper phone etiquette.
If you did not get a verbal agreement from a contractor, what status will you put the claim in?
Does the homeowner have to pay the deductible if they secure their own contractor?
No
What system is used to look for inspector warranties?
Recall Chek
You don't have to leave notes if the h/o just called to follow up on their claim.
No, always leave notes any time you touch a claim
How long are you able to place the homeowner on hold?
3 minutes
Once we have all of the required information from the contractor or homeowner, what status will we change the claim to?
Job Completed
Name one cause of failure we cover.
-age
-normal wear and tear
-electrical short circuit
-improper installation (if HIR states in good condition)
What is the best way to speak to someone in a different department?
Email/Outlook
Give me an example of how to write a detailed note.
IBC from h/o, f/u on claim, explained claim is still being processed, advised h/o that claims are processed in the order they are received, h/o understood, call ended
It is important to listen to the homeowner completely before answering their questions.
Yes, do not interrupt h/o while they are explaining their situation
If you are unable to find a contractor in the homeowner's area, what status will you use?
Pending scheduling
When is the HIR not required?
12 month and renewals
Which system do we use to dispatch contractors?
1 Year
Detailed notes are expected after handling a claim
Yes, be thorough and detailed about everything you said and did
If the homeowner is angry and yelling at you, it is ok to hang up on them.
No, stay calm and use the de-escalation tips provided.
What status are you not allowed to change?
Legal
What units require the BMS?
-appliances
-HVAC
-water heaters
What system should always be open while on the clock to efficiently communicate with other reps and team leads?
Teams
No. Never read notes out loud
When is it appropriate to escalate a call to leadership?
When you have attempted all de-escalation tips to resolve the issue but the h/o is still upset.