Enter Title

FNOL

100

A CALLER IS REPORTING A ACCIDENT THAT HAPPENED 1 YEAR AGO THIS DATE, NO CLAIM WHERE DO I XFER?

FNOL LINE,CLAIMS NEW LINE

200

WHAT COMMON 3 THINGS DO WE CONFIRM ON THIS TYPE OF CALL ?

FULL NAME,DOB,ADDRESS (OR POLICY)

300

IF WE HAVE A CLAIM IN DRAFTS BUT NO ONE CLAIMS WHERE DO WE XFER ?

FNOL,CLAIMS NEW

400

CALL DROPPS WHILE INTAKING FOR NI A POSSIBLE NEW CLAIM, WHAT DO WE DO ?

CALL NI BACK, GET INFO,XFER TO FNOL

CSA1/ resources

100

what is wawa quote on quote bible?

One Note 

200

WHAT TEMP IS NEEDED FOR ADDING SOMEONE TO A CLAIM ?

PARTIES INVOLVED TEMP

300

A CALL COMES IN NO COVERAGE/FINAL TEMPLATE NI WANTS A RENTAL.

WHAT DO WE DO ?

XFER TO HA/CSA2

400

A PAYMENT WAS NEVER ISSUED AND NI IS CALLING TO HAVE PROCESSED AS A CSA1 CAN WE ISSUE(not pod trained)

False, No

SUPE ESCALATION

100

True or false. Escalation call comes in, are we allowed to reach out to the supe via teams ?

False, No, Neva 

200

At any point can a CSA supe handle a non claim complaint ?

NO

FOR ESCALATIONS UNRELATED TO CSA

CSA leaders are not able to assist with these escalations. 

300

What Can we offer if an upset caller already has left a VM?

Set an activity to that SUPE and share the expectations

400

When a CSA 1 receives a call from a customer that has already logged a complaint and has been told that they did not receive a call back. What do we do next ?

Apologize to the caller and advise that they will send an urgent alert to the Supervisor as well as the Division Supervisor