Service Standards
If a loss is reported in the AM of a business day when should the assigned handler make initial contact with a 1st party?
The handler should make initial contact with a 1st party by close of business on the same day.
When should Auto RAP be offered?
What is our telephone service level goal? What percentage of calls should be answered?
If a loss is reported over the weekend or after 12pm when should the handler make contact with a 1st party?
The handler should attempt contact with the 1st party by 12pm on the next business day.
Who is Auto RAP offered to?
Both insureds and claimants.
When should you change your status from "After Call Work" to "Available"?
Within 3min or less.
When are all 1st party insureds acknowledged in writing?
They are acknowledged within two full business days.
When should an appraisal assignment be assigned to an appraiser?
As soon as possible.
Should you receive a call where your require more time to work on a file when should you do?
Inform your team lead to place your status on project mode.
When are 1st party insureds not acknowledged in writing within 2 full business days?
When a coverage question exists.
When should the appraiser's inspection be completed?
Generally within 3 business days of the assignment.
When switching from one call to the next what must also be done?
Manually Change status from "After Call Work"
Notification of direct payment to providers (body shops, rental carriers, etc.) are made in writing on whose behalf?
1st party insureds and 3rd party claimants.
Prior to which payment should the insured receive a notification call?
Prior to all payments.
What was our telephone service level percentage for the first quarter of 2019?