Water
Given that customer meets all requirements for water mitigation referral assistance but NI declines assistance, what should the associate do in the claim?
Leave a FN indicating reason for refusal
NO
Associate should mark " Record Only" & leave a FN indicating customer request on government agency letter.
Dover Bay/Excess and Surplus policies can be found in what 5 states?
Customer has a homeowners policy w/ water damage in 3 rooms & is seeking water mitigation referral. Can the associate offer assistance with water mitigation?
No, associate should offer assistance with water mitigation if all conditions are met (step 5 in SCPs)
Agent/agent staff call in for general policy or coverage question, how should the associate proceed?
If an agent or agent’s staff is calling about a general policy or coverage question prior to filing a claim:
What 3 KOL can be combined?
Wind,hail and/or water
When could fire policy deductible be read?
What 5 types of policy qualify for water mitigation referrals?
NI's home suffered damage by an earthquake, we have confirmed that it is uninhabitable. What additional activities is needed in these types of calls?
Since earthquakes are not eligible for lodging assistance, after the call we still have to call fire lead for agent notification of the uninhabitable loss.
Do not select water if water damage was caused by fire fighters.
True or False
TRUE
____________ and ______ policies are recorded in HAART as an Unknown Report. The policy number will always begin with an “X”
Dover Bay/Excess and Surplus policies are recorded in HAART as an Unknown Report. The policy number will always begin with an “X”
NI calls and reports a heavy rainstorm hit her area & water is flowing into the house under the door of the basement. We know KOL will be water. What do we mark for " Where is the water coming from?"
Water - Surface of the ground
NI's spouse calls in to file claim and wants assistance w/ temporary repairs, how would associate proceed with request?
If the policy is active and attaches to the loss report AND customers asks about vendors or contractors for temporary repairs (other than water mitigation), explain:
TRUE OR FALSE.
Customer should be escalated to FIRE lead for towing assistance on their boat claim.
FALSE - Customer should be advised:
NI is unsure of DOL, what additional activity would we have to do when taking loss report.
leave a FN if the insured is unsure of the date of loss. If DOL is not exact date of loss, document if date of loss is the discovery date or the reporting date.
If escalation to fire lead is needed for water mitigation but fire lead is not available or outside of regular business hours what info can the associate provide to the qualified caller?
read the following word track:
“I apologize I was unable to reach someone for further information; however, I can provide you with the details for companies in your area that may assist with the water removal and restoration. Would you like that information over the phone or via email?
If “Yes”, Provide the following information:
Provide 3 possible reasons where associate would escalate to Fire Lead..
Advance Payments,Agent Notification, Complaints, DoverBay/Excess Surplus,fatality,lodging accomodations,protected persons,water mitigation, transfers from CCC and CSCT
NI calls in to report a workers comp claim, how do we proceed with reporting loss?
We do not take loss we Warm transfer to Sedgwick for loss intake and handling: 855-223-2280
See: QM Directory – Worker’s Compensation category → Sedgwick SF Customer Service
Customer has a NC policy wanting to report a wind/hail loss from a named storm event, what is the first thing we need to ask to determine how we should proceed with loss?