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FNOL
EXISTING CLAIM
AFTER CALL/IMMEDIATE NEEDS
MISC
100
UBER CLAIMS ARE ASSIGNED TO THIS ORG

34875

100

I'M DONE WITH MY CALL ON AN EXISTING CLAIM, WHAT DO I NOTATE? 

  • Items you have completed.
  • Pertinent information exchanged and/or requested in the phone conversation.
100
HELP! MY CAR WAS DAMAGED WHILE TOWED BY ROADSIDE! 

Advise customer you will submit a complaint directly to Agero for handling. They will receive contact within one business day. Send complaint email to CCAS_Customer_Service@Progressive.com including insured name, contact info, description of incident, date, policy #, and claim # if applicable.

100
I LOST MY KEYS WHAT DO I DO? 

Lost or misplaced keys are not covered.

200

NAME THREE TYPES OF PROPERTY THAT WE WOULD ATTACH TO A CLAIM 

  • Bicycle, skateboard, etc.
  • Tree(s) in a private citizen's yard
  • Mailbox
  • Fence (indication of an owner nearby)
  • Culvert to a private driveway
  • Guard rail / road construction barrier
  • Business, street or traffic signs
  • Utility pole
  • Lawn / garden items of a residence or business
200

I CAN'T FORGET TO UPDATE _____ ON THIS CLAIM (NAME AT LEAST 5 EXAMPLES) 

  • Time of loss
  • Street, city and state
  • Property Description:
  • Document type of property
  • Damage Description:
  • Document brief description of damage.
  • Property Location:
  • Document location of property
  • Personal       
  • Update the applicable fields:
  • First and last name
  • Street, City, State and Zip
  • Contact
  • Contact:
  • Update the applicable fields:
  • Email address
  • Home, work and other contact phone numbers
  • Rule out or confirm injury
  • Check the Add Injury box if caller advises they are injured
  • Refer to Add/Revise Injury steps, if applicable
  • Refer to Add a Witness steps, if applicable.
  • Property        
  • Vehicle
  • Update the applicable fields:
  • Color
  • Plate Number/Registered State
  • Type (insured/claimant)
  • Year/Make/Model
  • VIN Number
  • Damages
  • Update the applicable fields:
  • Description
  • Drivable
  • Vehicle location
200

CAN I CLEAN THE GLASS OUT OF MY CAR? 

Yes, if your view is not obstructed by the damage and you feel it is safe to drive. 

200

DUDE! I WRECKED MY FRIENDS CAR! 

Since each loss situation is unique, a Progressive Claims Rep would investigate your claim thoroughly before determining liability and what coverages would apply.

300

THESE ARE THE STEPS TO DOCUMENT UNKNOWN WITNESSES WHO'S INFO CAN BE FOUND BY OTHER MEANS 

  • Open/complete one-party screen with unknown.
  • Document Claim Note - Immediate Concerns:
  • Total number of witnesses
  • Where witness information can be located
  • No information is known
300

CUSTOMER CALLS IN WITH CLAIM # STARTING WITH C

  1. Do not share C-Number with caller 
  2. Advise caller that claim number will be provided by text or email, if customer consents for automatic text updates
  3. Set expectations based on Sidekick screen
  4. Advise caller that claim number will be provided by claim rep at next point of contact
300
I CAN'T FIND THIS SHOP... BUT I WANT REPAIRS HERE 

Method of Inspection - Set up Inspection When Shop Not Found

300

WILL THIS CLAIM AFFECT MY RATES?

This claim won't impact your current rate, but it may increase your rate when your policy renews. We typically send your renewal 30 days before the end of your policy period.  Once you receive your renewal, we’re happy to answer questions about any rate change. We’re always available to work with you to discuss options that might lower your rate. 

400

HI I'M CALLING FROM CANADA TO REPORT A CLAIM 

Select insureds home address state

400

GLASS CLAIM WITH ADDITIONAL DAMAGE

DOCUMENT EXISTING CLAIM WITH F1 NOTE REASON FOR TRANSFER AND POLICY ZIP CODE.  DIARY ASSIGN AND MESSAGE OF TRANSFER

400

I'VE BEEN IN AN ACCIDENT AND I NEED A RENTAL (DOESN'T QUALIFY) 

OFFER PERKSHARE OR OOP SAVE RECEIPTS AND SUBMIT FOR POSSIBLE REINBURSMENT

400

ATTORNEY FOR OUR INSURED? SURE I CAN PROVIDE YOU THIS INFORMATION

  • Policy number
  • Coverage information (including deductible amount)
  • Liability decision (not the reason)
  • If estimate completed and/or vehicle inspection completed
  • Draft information:
  • If draft has been paid or not, including the draft amount and date it was issued.
  • Only provide information for drafts issued to the verified calling party.
  • Repair Status:
  • Scheduled Date of Inspection - Important: Do not give customers the specific appointment time for a shop or field inspection, as it is not necessarily when the MRR will complete the assignment.
  • Locate Repair Facility and ECD
  • Claim number
  • Claim rep information
  • Facts of loss
  • Date of loss
  • Whether a claim has been filed or not
500

HELP I HIT MY HUSBANDS CAR! WHAT DO WE DO?!

Advise we will have to set up two separate claims. Two deductibles will apply. Never set up 2nd IV as a CV. Document facts in immediate concerns.

500

I WAS NOT INVOLVED IN AN ACCIDENT, THIS WASN'T ME! 

Inform caller there is a group with whom they can speak directly.
- Provide phone number to caller : 1-888-288-0770
- Transfer caller to Speed dial: 438

500

MY CARS ON FIRE I NEED A TOW NOW! 

  • Advise caller they need to wait for the callback from the handling claims representative.
  • Customer will need to keep their receipts for possible reimbursement if they can not wait for a call back.
500

I NEED TO DOCUMENT THESE SITUATIONS IN ADDITIONAL FACTS

  • Multiple Vehicles: Use to document order of vehicles
  • Weather: Document name of hurricane or wildfire
  • Vandalism: Use only if drop down description is not applicable
  • Struck Animal: Document type of animal struck if Other is selected.
  • Struck Object: Document what object was struck.
  • Insured Injured: Use only if drop down description is not applicable.
  • Fatality: Indicate Fatality