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How do we quote turn around times?
From the date that the information was received in Imaging rather than Client View
What is DOL?
Date of Loss
What is found in Imaging?
All the documents that are submitted to us by the customer
Where would you check for the Owner/Payor/Assignee?
Under coverage list then select the policy then the policy tab then owner/ payor
If a customer wants us to mail a claim form what would be the procedure?
Coverage List ---> Highlight the policy ----> Policy ----> Form Request
If a customer request to update their address What process must be completed and What is the turn around time?
File Maintain- 2 days
What tool is used to determine processing time?
Imaging
What are the 2 search parameters you use for Imaging?
Claim number and policy number
How do we find additional information on the special instructions of an EBCN?
Select the EBCN then select group then select special instructions
What is the name of the work flow that we go to in order to retrieve client forms
Customer forms for download and email
If the turnaround time has passed the expected time what Turn around time should the customer be advised?
2 business days
What information does an EOB Provide?
Information on the benefits paid to a customer on a given claim
When would we use the policy number in imaging?
When we want to bring up information on the customers policy or application that was sent by customer
How do you navigate to the Spouse or Dependent’s profile page?
Under profile detail select the spouse or dependent name then select related client at the top of the screen
What is the three types of correspondence?
EOB, General correspondence and rejection letter
If a customer is a new applicant to colonial life, What is the turn around time for their application status?
90 days
If we wanted to check more information on a customers claim eg. EOB etc. where do we find this information in Client View?
Select that specific claim then select the claim tab then the event list
What does the term internal in imaging mean
The information comes from us or the examiner
When you get a call for a customer what are the first 3 things you should do?
Verify the customer, check special instructions and check owner/payor/insured
What would be the turnaround time for Direct deposits?
3-5 business days
If Mary filed an accident claim the 18th of Sept 2025 and she was previously told that she would get an update on the status of her claim within 5 business days (Sept 25th). However when she received an email request for some additional information. When the customer calls back on the 25th what advice would you give to her?
Given that we receive additional information. Another 5 business days is needed for processing.
What ways can we send a claims form to the customer and provide the steps to do each?
Fax, email: Openwork flow --> Select applicable claim --> Select CBA , Mail: Coverage List --> Highlight the policy --> Policy ---> Form Request--> Ensure the Ful name and address are correct-->Choose which form is applicable--> Add the quantity-->Click Add button-->Select Okay
When unsure of what a claim status in CV , what would we open in imaging to get more information?
Open the CF to see if any additional notes were added
If the IPN has policies on J and E BCNs, and you’re only discussing the J policy, do you have to check SI? Why?
Yes Because special instructions is apart of the verification process for ebcns
Which underwriter do we go to select our forms?
Colonial life