Fire
INSD called in to begin a fire loss claim- can you name 3 documents that we will need uploaded to help move this claim forward and speed up the process for the INSD ?
OOP expenses- Fire Report - Genpact- Send pics
Can you name the document we may need uploaded to help us to determine the cause of Loss?
Plumber's Report/Invoice
What software can we offer to help speed up the process of claim, and provide better customer experience? also helps with e-service #'s for you
Hover
What are some things we can request for the INSD to upload? Can you name 2
Video/Pics/ receipts /invoices (could be for repairs to door, windows, board up) police report (if available)
What can customers explore online to help them understand and learn what the claim process is, set expectations and get the CE information you need to be better equipped to handle their claim and even expedite the process. Can you name 2?
Peril Experience
Claim Rep & Agent Information
Customer Resource Guides
Update Preferences
Check Status
HELP-154310
Name 3 things the INSD can update online?
Contact information, email, phone number, personal items
What devices can a customer use for photo capture?
What will Hover provide for the customer?
an in-app 3D model where they can test siding and roofing material and colors
The software we use to generate a list of personal property
GENPACT
There is a lot of information that is needed from a customer to help understand the damage of a claim. This helps you acquire that information faster, in a more organized fashion and directly into so it is in the file faster.
Manage My Claim
Can you name the software we use to generate a list of personal property damage
Genpact
If the water loss came from an appliance, can you think of something beneficial the customer can upload for possible subrogation?
Pic of Serial#/Model# of appliance
How does us offering hover benefit the field adjuster?
What helps us the INSD and LM work smarter, not harder
Genpact
HELP-259104
How activities can be completed in Manage my Claim?
Contents Inventory (Theft Peril)
Photo & Document Upload
Share Files with customer online
Customer Resource Guides
HELP-154310
Why is the fire report so important and should be uploaded right away or case # shared with us?
serves as an unbiased, professional assessment of the incident, providing credibility to the claims process.
What are 2 of the customer benefits
What KC # is great for Hover knowledge?
HELP-156970
The other way that the INSD could decide to upload their list
Manage my Claim
HELP-259104
The tab we included with useful information that a customer can review prior and after their settlement conversation to reinforce how this phase works.
Payments Tab
If the fire completely damaged your house and you must stay elsewhere, retain receipts of all additional expenses incurred. Can you name 2 of those Expenses?
lodging, food, basic living expenses, parking (if large city hotel), clothes, and even temporary boarding of pets because you may have coverage for such expenses.
Can you tell me about the customer experience, once we send them GPC?
Day 0- email and text are sent- the adjuster will receive an alert in Lumen if the customer contact info is invalid or they are not opted into email or text)
Day 1- If photos have not been received- they will be sent an email/text reminder at 9am
Day 2- they will be sent an email/text reminder at 12pm
Day3 If photos have not been submitted, Lumen alert sent to adjuster advising them to follow up with customer. Then adjuster reaches out for further handling
what are the 3 steps of Hover?
Step 1: Install Hover App - INSD will receive an email/text message with link for download. Open App set password
Step 2: Click "Start Capture" then follow instructions on how to capture the property.
Step 3: INSD will receive the property data (will receive an email with a link to the measurements and 3D model of your home
Place the INSD can go to understand the Home Claims Process
Claims Resources
What is available in the Payments Tab?
View Payments
View your Estimate and Settlement documents
Customer Resource Guides