Scripts
What is the script if the caller asks about our insured's policy?
"I don't have access to the policy information"
What is we need this information to proceed with the claim?
Date of loss, state and policy number
If you see a claim in the duplicate claim search screen, what do you do?
Verify the information matches the claim that is being entered in Alloy.
Insured
What is Named Insured, Policy Holder, and listed driver?
9-11 digits all numeric and state code followed by 7 numbers.
What are Dairyland and The General policy numbers?
What is a positive empathetic "I can help you" statement.
"Yes, I can help you file that claim." or "I am sorry to hear that, I can help you with filing a claim."
What is the Source of the call?
Select Dairyland, The General or Harley-Davidson depending on what the call whisper and the CCP banner was.
What is the Duplicate Claim Search?
FNOL automatically searches for any claims that have already been reported.
Other
What is claimant Adjuster, passenger, employee/representative of the business who owns the property that was damaged, lienholder, unlisted driver of insured vehicle, or person reporting on behalf of the insured or claimant?
What are the Policy Types?
Non-Standard Auto, The General, and Motorcycle.
What is the opening script?
"Thank you for calling the claims reporting unit. My name is _________. Are you calling to report a claim?"
What is the loss date?
This is the specific day you record when documenting an event, which can be determined by the date of discovery or by checking the calendar to pinpoint when it occurred.
What is In-Progress Status?
When someone else is also reporting the claim. You will be able to see who is working on the claim under the username field.
Agent for Insured or Agent for Other than Insured
What is the representative from the business that wrote our insured's policy (local agent) or the representative from the agency that wrote the claimant's policy?
What is other options we can search with to find an active policy?
Address, VIN, driver license number.
What is the Call Flow Script?
"I will ask you a series of questions in a certain order. If you do not have the answer to a question at this time, that’s OK. Just let me know and we’ll move on to the next question."
What is the Accident State?
The state where the loss took place. We need this to proceed with the claim.
When would we Mark as Duplicate?
After confirming it is the same loss, check this box and provide claim number, claim adjuster's name and phone number.
What two person reporting types can we select Business instead of Individual?
Medical Provider and Attorney ONLY
What do we do if no results pull up with the first search"?
Search by driver
What is the script when the caller is unsure of the date of loss?
"Our system does require a date to continue. What would be your best estimation of when this occurred?"
What is the Loss Time?
This is what time the incident happened. This field can be left blank if it is unknown.
Manually search Horizon for a possible duplicates.
What is all TG claims?
What is the process for handling claims from an AI caller?
Select Attorney for Insured or Attorney for other than insured, add a comment "caller is____"
What is if the caller is unaware who was driving the Insured vehicle?
Select the policy holder as the driver and make a note.