Forwarding and Transferring
What three things do you need to forward when you get an SBA request?
Policy Number
Claim Number
Attachments
CRN/Intent to Litigate/10 Day Demand to Pay
Ashlin
An email from the insured requesting a status update, with photo attachments included
Insured Email
Combine all photos and label them Insured Photo Report
SBA Request/Assignment of Insurance Proceeds
Notate the claim or the policy stating “ SBA form has been received from the insured and forwarded to compliance for completion.” Forward the message to compliance@kin.com, add the claim number and policy number into the body of the forward, and make sure all attachments are included.
How do you check if the adjuster is active in order to task?
Look at the adjuster roster
What box do you transfer LOR and AOB's to?
Claims LOR and AOB
Any invoice or estimate from one of our IA's
Any check reconciliation spreadsheet for any of our IA's
Kala
An email from Bulldog Adjusters asking for a follow-up.
Attached is their estimate, W9, and Photos
Bulldog Adjusters Email
Bulldog Adjusters Estimate
Bulldog Adjusters W9
Bulldog Adjusters Photo Report
ALD Assignment Acknowledgement
Upload, and notate
DO NOT TASK Assignment Ack
Acknowledgment Emails
No
What do you do if the attachment is too large to forward?
Upload the attachment to the claim, and in the body of the email advise them to look for the attachment in the claim.
When you receive a W9 and the vendor is not in our system?
Jack
An irate email from the insured, wanting to speak with a supervisor
Insured escalation email
Status update email with photo report
Upload email, notate, and task
What do you do if the adjuster is inactive?
Task the supervisor of the adjuster from the adjuster roster.
Where do you forward a request for the mortgage to be removed/changed from the insured's policy?
support@kin.com
Return checks from the Chicago Printer
Meredith
Email from JD Restoration with a status update
JD Restoration Follow-Up Email.
A kin email requesting for an ROR response letter to be mailed out.
Use LOB to maile the request. If not trained on it task LaShanna or Angela
Scheduled inspection emails
No
What do you do if the Insured is inquiring about a claim, but no claim has been filed?
Poste the Kustomer link in the "it's always sunny in claim support channel", tag @fnol, and ask for someone to call the insured.
Email, coming from a Kin email, asking for claim(s) to be reassigned
Olivia
A follow-up email with the same last name as the insured, but not on the policy
Insured follow-up email
Any generic email promoting a subscription or company.
An email clearly not related to a claim or insurance.
Mark it as Spam.
If the adjuster already has an "email received" task, do you task them with "email received 2"
No, the adjuster only wants to be tagged once.
If the email received task is old then add a follow-up task