Team Expectations
What is Ebony's Team IDLE expectations?
10%
TRUE or FALSE
When a DD Files a claim and they are listed we proceed with repairs and rental if they have coverage?
TRUE
TRUE or FALSE
We can set LDS up to 7 Days?
TRUE
Only if there are extenuating circumstances.
What call state should you be in during huddle?
Meetings
NI was involved in an accident but does not have Collision coverage but has H coverage are we able to send a tow and where?
Yes, to the nearest repair facility from where they are.
What are the expectations for AHT and ACW?
18 Minutes & 6 Minutes
UDD used the vehicle to go to the store but was not given permission for the store but only for school and back. Is this considered Explicit or Implied?
Explicit
When NI's Vehicle is at their resident, Do you send Storage Mitigation Letters and Set LDS?
What call state should never be used unless instructed?
Outbound
Ni calls in from Michigan and r/e a vehicle that resides in a different state. How do we decide COL.
Michigan Decision Guide Tool
How Many Dig Pays is requested by Ebony per Day?
5
After speaking with NI and they've mentioned the driver was not on the policy what should be updated in MAX? Multi Answer Question Must Have 4 or More Right.
1.HHR
2.POT (Purpose of Trip)
3.Permission Type
4.Relation to Insured
5.Typical Use per Month
6.Other Insurance
When a customer refuses to move their vehicle what should be sent and what options do they have if their vehicle is at their residence or secure location?
Customer Refusal Letter
WeGoLook or NPS
When receiving a call from an attorney obtaining info on a Injury claim what info is and isn't permitted to provide?
Forms & Corr Number with Extension
Name of Injury Claim CO and their direct line
What system has been implemented to in lieu of CTL? Must have accurate ABREV. or Full Name?
Bonus points *50*
share screen and show location
MCAC
MAX CLAIMS ADVISOR CHAT
What is the target goal of SS and Benefits of SS?
85%
Avoid having our customers pay OOP for anything state farm doesn't agree to or Paying DED ONLY
Lifetime Warranty
Easier Process for both NI and SF
We never change UL to what and who makes the change?
ULN and Property Complex
What is the process for OIC and Claimant reported Loss?
OIC- B2B
CLAIMANT- Online unless INJURIES, SF CUSTOMER or HAVING TECH ISSUES.
What does HRD and PCS stand for?
Hercules Rep Desktop
Phone Call Summarizer
What are Qualifying Uses for LL?
Must Have TWO right.
Care of the employee or the employee’s family member.
· Employees may use Life Leave to care for themselves or a family member due to:
o Mental or physical illnesses, injuries, or health conditions, including recovery/recuperation;
o The need for medical diagnosis, care, or treatment of mental or physical illnesses, injuries, or health conditions, including travel to and from a pharmacy related to the diagnosis, care, injury, illness or appointment;
o The need for preventive medical care;
o A quarantine ordered by a public health official.
Issues related to “safe time,” domestic violence, sexual assault, or stalking experienced by an employee, family member, or household member:
When submitting in times it is our responsibility to submit in times_______?
If Not, what will happen?
ACCURATELY
EBONY GETS FIRED and YOU MAY NOT GET PAID ON TIME.
Once we conclude the Permissive Use investigation TRUE or FALSE we send an Underwriting review?
FALSE, it automatically sends.
What state pulled out of driver ID?
What states compliance for CPRS?
NJ
CA/IL
When the customer is not able to hear you what is the expectations within the call?
Complete greeting 2 times or more
Advise Caller of disconnecting and provide c/b number for claims.
What is Ebony's Nickname during huddle?
DOUG!!!