Warm and Toasty Transfers
Please DISPATCH when not on a call.
Take a Fnol
In and Out Box
Name That Claim Number
100

Customer calling SP Team is 45 min late for their scheduled Appt. Who is appropriate to WT to?

Who is the responding franchise?

100

If a Franchise Is Red Lit 14 what would be the cause?

What is Temp Out of Service

100

Customer Calls requesting service Has a strong Animal odor in home unknown source. What Loss type would the job be?

What is Odor?

100

This Client sends WO emails from realty services//bigcenter.com

Who is OneMain Financial?

100
  • Claim number begins with 3, 5, or 7
  • Example: 30XXXXXXXX
  • Example: 50XXXXXXXX
  • Example: 70XXXXXXXX
  • Fire – Example 30XXXXXXXX:FIRE
  • Contents  - Example  - 30XXXXXXXX:CON

Farmers Insurance (affiliate Foremost)

200

State Farm Adj wants to confirm Payment Received. Who can provide that information?

Who Is Barbara Robusto?

200

Franchise Declines a Territory lead. States they do not want to Red Light because the still want commercial job what are your next steps?

What is Issue an Turndown Infraction?

200

Caller is requesting service for C diff/Hep C cleaning of their relatives home. What type of Cleaning should this be listed as?

What is Biohazard?

200

This Managed Client Requires Acceptance of the WO by Clicking Accept above the email text.

Who are CBRE and/or L'oreal?

200
  • Claim number currently starts with a “CAHO” followed by 8 digits.
  • Example: CAHO00081391
  • The Claim number may have variances listed but the claim number listed if the state of California

NOTE: The policy number will start with either a CAHO or with the state initials followed by an HO.

Mercury Insurance

300

Franchise has questions about Non-Response Fees and Infraction charges. Who should they be transferred to?

Lisa Ragland EX 1432

300

Territory Franchise is Red lit for 16 Who can give Permission to overlook for Dispatch?

Who Is Franchise Business Consultant or FBC?

300

This information should be repeated back to the customer to ensure accuracy when Keying a FNOL.

Spelling of Name, Phone Number, Email, Address, and Claim numbers 

300

This Client Sends requests for Starbucks stores.

Who is Umbrella One?

300
  • Claim number has 9 digits with a letter as either the 4th, 5th, or 6th digit. There also may be 2 letters in the claim number.
  • Example(s): 0123Z0123, 012Z01234, 01234Z012, 4701R789M

State Farm

400

Where do you transfer a Caller that has had a negative interaction/experience with their local Franchise?

What is the Customer Concerns Que?

400

Finish this sentence If you are Idle, you should be ….

What is Dispatching!!!

400

If a Customer Calls with an Unusual Request and you’re unsure if the franchise Performs the service, you should _________ ?

Attempt to Take a FNOL 

400

This Client is a Comm Direct Account who send Emails under Conrex.

Who is Brookfield Single Family Rental (BSFR)

400
  • Claim number begins with a JDK and HM and is followed by numbers.
  • Example: JDK09399
  • Example: HM006894
  • Need to use phone number if no claim number is available to generate Xact assignment

FWS - Farmers Insurance (Formerly MetLife Property and Casualty)

500

Franchise calling to check status of their Job File Audit? What Department would be best able to assist?

Who Is Quality Assurance?

500

Franchise is requesting a Canceled job sent back to them. What do we call this process?

What is Reactivating a job lead?

500

Caller States Damage is to a Commercial Property. What Note or Measurement is most helpful to the CCS who will dispatch the Lead?

What is Square Ft affected?

500

Where do you find the most up to date Commercial Direct Managed and Regional Client List and Instructions spreadsheet?

Purecloud, Documents, Customer Care Center 

500
  • Claim number begins with 6000
  • Example: 6000414385
  • Please retain adjuster’s name, contact phone number, extension, and email address when capturing FNOL’s.
  • Will generate a separate Xact file for Reconstruction.

Country Financial

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