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Prioritize That Diary!
So Much To Do, So Little Time
Sink or Swim?
Rename That Diary!
100
  • _ ULV INV, RNTL AGRMT F/U
  • _ MONITOR PR
  • _ COD/NOD R/I F/U

What is

  • 1. ULV INV, RNTL AGRMT F/U
  • 2. MONITOR PR
  • 1. COD/NOD R/I F/U
100

What are some of the competing daily tasks you have as a Claims Rep?

What is checking voicemails, returning customer calls, new claims, follow up diaries, urgent diaries, customer commitments, action items, customer emails, supervisor/manager emails and teams messages, etc. ?

100

What are good behaviors to help push diaries forward efficiently each day

What is pushing claims as far as they can go on one touchpoint, utilizing to do lists, having a clear diary header, pushing diary out as soon as you complete all tasks in claim vs moving them all at end of day? 

100
  • Existing Claim, ULD CVQ, FOL- IV R/E CV
  • COD reported loss to Progressive 
  • COD contacted and cov/lib expectations set
  • NO contacted and confirmed minor ULD was driving but wasn’t available to speak until tomorrow
  • Cov still pending

What is 1. ULD/NO UDCI R/I, CNFRM FOL?

200
  • _ MONITOR IV/CV RPRS
  • _ MNTR SUBRO
  • _ ULD/NI UDCI R/I F/U

What is 

  • 3. MONITOR IV/CV RPRS
  • 3. MNTR SUBRO
  • 1. ULD/NI UDCI R/I F/U
200

You are halfway through your day when your customer Mary Ann calls to check in on you and to tell you about her cat Suzie's veterinarian trip and she found out Suzie has cancer. Roleplay how you would redirect the conversation. 

What is show empathy to Mary Ann's cat and give your condolences, pull Mary's claim up and recap the last conversation you all had, and ask her if she has any questions or concerns regarding claim?

200

Provide a breakdown of the diary scale from 1-3 and explain the level of importance for each one. 

What is  

1. Must complete a task or claim won't move forward

2. Requested info/docs that requires a follow up

3. Simply monitoring the claim till resolution 

200
  • Existing Claim, CVQ Loss Occurred Within 10 Days of Policy Incept
  • FOL- CV and IV both left 4way stop and collided
  • COD contacted but unable to provide RI at time
  • NOD contacted but unable to provide RI at time. No coverage concerns discussed
  • Cov/Lib pending

What is 1. POL INCEPT F/U, NOD/COD R/I?

300
  • _ NOD/COD CTC, 10AM
  • _ ULV INV- BOS F/U
  • _ DOL INV, PHN RCRDS F/U

What is

  • *1. NOD/COD CTC, 10AM
  • 2. ULV INV, BOS F/U
  • 2. DOL INV, PHN RCRDS F/U
300

You had 3 meetings scheduled for the day and 8 diaries left to complete before you leave for the day in 2 hours. Claimant Ashley Banks calls in to gain an update on the liability decision you finalized 3 days ago. Ashley was found 40% responsible for the loss due to speed, improper lookout, and no evasive actions. Roleplay presenting your final liability decision to Ashley.

What is apologizing for the delay in getting in contact w/ claimant, being straight forward and honest about your liability findings,  actively listening to your customer and allowing them to explain their position, and providing best next steps for resolution?

300

As your load increases, it's important to be smart about how you're re-diarying claims. Using the examples, how far should the following diaries be pushed out to?

1. No contact on day one

2. Cov/Liab complete but customer undecided on repairs and provided call back date

3. Active ULD coverage investigation on day 3

What is 

1. No contact on day one

      ~To the following day 

2. Cov/Liab complete but customer undecided on repairs and provided call back date

      ~To the preferred date the customer provided

3. Active ULD coverage investigation on day 3

       ~1-2 days out

300
  • New Claim, ULV CVQ, FOL - IV FTYROW AND TURNED LEFT IN FRONT OF CV.
  • NOD R/I Obtained, Rental Agreement Requested
  • NOD contacted and RI obtained
  • IV repairs/rental scheduled
  • COD did not answer, VM left. 0-24 expires 11am next day

What is *1. RNTL DOC F/U, COD CTC EXP 11A?