Coverages
This coverage that pays for damages that were the result of an accident with another vehicle or object
Collision Coverage
Root’s internal customer database that includes information on every customer who has ever set up a profile in the Root app/web
The Customer Service Dashboard
This is the correct way to notate an unknown vehicle in a claim
"2000 Unknown Unknown"
Is the search bar in the Claims Dashboard case-sensitive?
No
These are errors are serious driving errors, resulting from not following the QA guidelines affecting Root, the caller and your bonus. It hurts the information we gather and gives false expectations to our callers about the process.
Critical Errors
You would select this loss type if the Insured's Vehicle either backed into a Claimant's Vehicle or something else.
IV backed into something
This coverage reimburses you for the rental car expenses while your vehicle is being repaired after an accident.
Rental Coverage or Transportation Expense
What platform is used to manage communications with our policyholders as a contact center representative
Kustomer
This is where we document attorneys, body shops, and medical providers
Associated Parties
This is the best and most specific search option
The Claim Number
This person is in charge of discussing any information on the estimate or other documents
The Adjuster
You would select this loss type if the Claimant's Vehicle rear ends the Insured's Vehicle.
CV rear-ended IV
This type of auto insurance coverage provides protection in case your car is damaged by something other than a collision, such as theft or vandalism.
Comprehensive Coverage
The phone system we use to answer incoming calls, place outbound calls and track your time daily.
Talkdesk
This is the first thing you should do prior to filing a claim
Make sure a claim hasn't already been reported
This is where you can find a feature owner
Features
This information should be asked of every Claimant Carrier calling in for support
1. Claim Number
2. Their Insureds Name
3. Their callback number
You would select this loss type if the Claimant's Vehicle hit the Insured's Vehicle while they were moving on the road.
CV hit IV while driving
This type of coverage helps pay for medical expenses if you or your passengers are injured in a car accident, regardless of who is at fault.
Personal Injury Protection (PIP) coverage
This is the single source of truth for all Root processes
The Process Guide
When someone other than the insured is calling in to set up a claim it is important we gather as much information as possible, but this is the most important thing to collect
A phone number
This is where you can find your possible search options is Claims Dashboard
Hover over the search bar
This is the shortcut we MUST use when speaking to an attorney or the attorney's office.
CLS_Attorney_Office
You would select this loss type if there is water damage to the insureds vehicle that was caused by a storm
Flood
This type of coverage helps pay for damages you are legally responsible for causing to other people's property in a car accident.
Liability coverage
This system is used to hold all claims-specific information for our policyholders
The Claims Dashbaord
Clicking on the "eyeball" in the feature section of the claims dashboard will do this
Show you more information about that specific feature and any notes associated with it
This is what you should do if you are unable to reach an adjuster for a claim
1. Document the call in Claims Dashboard
2. Document the call in Kustomer
3. Send a task to the Adjuster
These are the steps we must follow when transferring a class to an adjuster:
1. Slack the adjuster
2. If available, advise the caller they will be transferred
3. Offer further assistance before transferring
4. Conference the call with the adjuster and introduce them
5. Complete the transfer
When no other loss type makes sense you will select this loss type
Custom