CUSTOMER SERVICE
When speaking to a frustrated claimant, this is the best first step to take.
What is listen actively and acknowledge their concern?
This document is often the first step in a claims investigation and contains details about the loss from the insured.
What is a Proof of Loss?
What do you file after experiencing a covered loss?
What is a claim?
If you disagree with the total loss valuation, you can request this process for resolution.
What is Dispute Resolution?
This is the maximum amount an insurer will pay under a liability policy.
What is the policy limit (or limit of liability)?
This type of question encourages the customer to give more detailed answers.
What is an open ended question?
This action involves interviewing witnesses, reviewing police reports, and gathering any other documentation to determine fault.
What is investigation?
Who investigates the facts of a claim to determine if it’s valid?
Who is a claims adjuster?
This type of title branding may allow a totaled car to be repaired and driven again after inspection.
What is a rebuilt title?
To be found liable, this must typically be proven—that the insured was careless or failed to act reasonably.
What is negligence?
Calling a customer back within the timeframe promised builds this key element of trust.
What is credibility or reliability?
Under legislation, adjusters must protect personal data and only share it when legally required.
What is compliance with PIPA (Personal Information Protection Act)?
What type of coverage pays for damage you cause to others in an auto accident?
What is liability coverage?
Under Alberta's Insurance Act, insurers can subtract this amount from the actual cash value when settling a total loss claim.
What is the policy deductible?
In Alberta, this regulation is used to assign fault in auto accidents.
What is the Direct Compensation for Property Damage (DCPD) regulation or Fault Determination Rules?
This type of tone and body language should always be used when communicating with a claimant.
What is a professional and empathetic tone?
This Alberta regulation sets guidelines for insurers and protects consumers in the province.
What is the Insurance Act?
What does Actual Cash Value mean?
What is the item's replacement cost minus depreciation?
This term describes a vehicle that has been damaged beyond repair and cannot be re-registered in Alberta.
What is a non-repairable vehicle?
If you lend your car to a friend and they cause an accident, this policy typically responds
What is the owner's auto insurance policy?
If a claimant is yelling or using abusive language, this boundary-setting action is appropriate.
What is politely warn the caller that respectful communication is required and end the call if needed?
In Alberta, insurers are required to provide this to the claimant when denying a claim.
What is a Denial Letter?
This is combining risks from multiple policyholders to make losses more manageable?
What is Risk pooling or Risk Sharing?
If the insurer pays you and takes your totaled car, they obtain this right to the vehicle.
What is the right of salvage?
This section of the SPF No. 1 (Standard Auto Policy) in Alberta outlines liability coverage.
What is Section A?