Mercedes
What's one of the pieces of information we can tell an Attorney or CC?
Insd name, Insd vehicle, claim number, and adjusters information
What are the 2 types of claims we do not file?
Kemper Life insurance claims and AACC claims
When do we not set up an MOI? Give at least one example.
PNIF, Atty/CC/Agent call, no COLL/COMP, IV stolen (unrecovered), unknown IV location, no damage (like a tow reimbursement claim)
Do we set up an Early Tow for a claimant?
NO
Can I set up an Early Tow for an IV that is a PTL and is located at the NIs home?
NO MOI if vehicle is drivable, impounded, located at body shop, or parked at a home address (including friend’s and relative’s home)
What is the default policy number we use for unverified claims with no policy number given?
9999999
Can we set up an MOI on an unverified pr PNIF claim?
No
What is an Excluded Driver?
This is a person who is likely living in our insured's home when our insured signed up for their policy and to avoid paying a higher premium our insured had them specifically excluded.
What are some red flags? Name 2.
Unlisted vehicle, unlisted driver, excluded driver, recent lapse in coverage, new policy, hit and run with no police report, DUI, and prior loss with similar damages to name a few
When would a "default code" be used?
Customer does not know or did not obtain information, or call disconnected during the new claim process
How can you search for an active policy? Name all 6.
KCC Step 1 using policy number, phone number, VIN number, name/address, and/or internet reference number
If a claimant is reporting the loss, would you run TLDE for the IV?
No
What is a Non-Owner policy?
The definition of non-owner is someone who doesn’t own a vehicle but is usually required by the state to have mandated, state minimum, insurance. These people normally do not own the vehicle and borrow vehicles or rent vehicles regularly. These people usually are also high-risk drivers and/or have had DUIs.
How would you code this loss? “I had a green light and turned left, somebody came and hit me!”
Open discussion.
When should you put a note in a claim?
On any new claims or existing claims you receive a call about. New claims would be DFOL, MOI templates, adtl notes as needed. Status call would be the status call template.
Where can I find the most updated DFOL Templates?
SharePoint.
What script should be read verbatim? Name 2.
Opening, closing, SMS, state specific KRN.
When a company is reporting, what 3 items do we note in their contact card?
Reporter's name:
POL #:
3rd Parties Claim #/Reference #:
NI said their back was sore, how would you code this injury?
When should you send a caller to Policy Services?
If they need to check coverages (no accident occurred), pay a bill, add/remove a vehicle, or change account info
When should you file a PNIF claim?
After all 6 search options on Step 1 have been completed, individually.
An unlisted driver is someone who was driving our insured’s vehicle who isn’t listed on the policy.
When should we file a glass claim?
When there are damages other than glass to the IV, or theft of items from the IV. Glass only will go to Safelite.
What do you do when someone calls with little to no information on a new claim.
Gather as much as you can, and put unknown for everything that is not known by the caller. Use default codes and notate the claim.
What does PMOI stand for?
Preferred Method of Inspection