Accuracy
Name 3 pieces of info we should include in our ROC out subject extension
Customer's name, phone number, summary of discussion, and next steps (if applicable)
What does CWOP stand for?
Closed without Payment
What's the max amount of days that CTT retains a claim activity?
Three Days!
This TM is an English college major
Andria
What animal is Liberty's Mascot?
Emu
What is the first file notation you're required to make in a new claim?
Loss history review- ISO
This is also known as resources we provide for customers after their claim closure
Offer 2s
You received a claim this morning and didn't reach the customer. When should you make your second MIC attempt?
Same day in the afternoon
This TM goes to Mexico at least twice a year
Nathaly
What's the name of the mascot's side kick?
Doug
The customer's basement sump pump failed. The insured has coverage for Escape of Water. What do you need to rule out before extending coverage?
Concurrent water damage- Ex. Groundwater also coming into the home
What are the 4 CWOP categories?
Denial, Under deductible/Partial Denial, Withdrawal, Duplicate
This digital tool allows you to connect with customers to schedule a phone call or a time to connect via telephone
Beacon SMS
This TM grew up in Dallas, Texas
Andria
Where do you enter your developmental goals?
Name the 8 different water process sub perils?
Mold, Rot, Seepage, Drain Back-up , Obstruction, Groundwater, Sump pump
You've closed a claim due to no contact. A week later, the customer reaches out and wants to proceed with their claim. What are your next steps?
Reopen the claim and proceed with the MIC conversation and investigation as usual before assigning to HA.
Name this approach to claim handling- Complete as much work as possible within your claim until you move onto the next claim
One Touch Mentality
How tall is Jasmine?
5ft 1in
Share 2 individual quarterly award categories
Top Performer, Inclusion in Action, Rising Star, One Team, and Customer Champ.
Bonus points if you named all, including- Top team and leading leader
Name at least 3 reasons we segment a claim from IP to Field
Name at least 3 Keys to delivering difficult news as described by Myra Golden
Be clear, acknowledge customer's concerns, make customers feel good when asking questions, and provide solutions/offer 2s.
Share at least 3 best practices that help you stay efficient throughout your day
Open ended- Working with urgency, prioritize EST in AM, Start day with a plan, use templates, use Water Process question guidelines, etc.
Name 3 countries Nathaly has visited
What's our Q1 2025 combined ratio?
96.6%