GENERAL NAVIGATION OF KNOWLEDGE LIBRARY
Where can we locate the Express book in KL?
IN LIBRARY UNDER COLLECTIONS
Where can we locate FNOL Standard Process?
SELECT EXPRESS COLLECTION, TYPE IN THE SEARCH “AUTO FNOL”
JOB AID: AUTO FNOL STANDARD PROCESS
Where can we locate Inquiry Standard Process?
SELECT EXPRESS COLLECTIONS, TYPE IN “AUTO INQUIRY STANDARD PROCESS
Where can we locate Outbound Standard Process?
SELECT EXPRESS COLLECTION, TYPE IN “OUTBOUND” OR “GENERAL TASK HANDLING”
How would you request payment authority?
SELECT EXPRESS COLLECTION, TYPE IN “REQUEST AUTHORITY”
ON THE INSUFFICIENT AUTHORITY SCREEN, CLICK THE REQUEST AUTHORITY BUTTON
ON THE REQUEST AUTHORITY SCREEN, CLICK THE SELECT BUTTON ON THE GRANTOR ROW
ON THE SELECT PERFORMER SCREEN, SELECT THE EXPRESS AUTO MANAGER TEAM
ON THE REQUEST AUTHORITY SCREEN, SELECT OK, THEN SUBMIT
CREATE A FILE NOTE AND COMPLETE THE REQUEST AUTHORITY TEMPLATE ON THE JOB AID
Where can we find alerts and new job aid notifications in KL?
TOP RIGHT, BELL ICON
This loss type has an example of: Insured hood flew open while driving.
SELECT EXPRESS COLLECTION, TYPE IN “INSURED HOOD FLEW OPEN WHILE DRIVING”, (CTRL F) , INPUT HOOD FLEW OPEN WHILE DRIVING TO LOCATE THE CORRECT PART OF THE PAGE.
JOB AID: LOSS TYPES AND DETAILED LOSS TYPES
LOSS TYPE: OTHER-COMPREHENSIVE
When do we need to reopen a claim? (Name all situations)
ESTABLISH A RENTAL RESERVATION
PAYMENT AFTER CLOSURE- PACS CAN BE MADE UNTIL THE SYSTEM DIRECTS YOU TO RE-OPEN
NEW INFO INDICATING THERE IS SUBRO POTENTIAL
How can you tell if a task is intended for Express?
SELECT EXPRESS COLLECTION, TYPE IN “OUTBOUND-PROPERT TASK LOCKING”
WORK ALL PENDING EXPRESS TASKS ASSIGNED TO YOUR ROLE
DO NOT WORK SPECIALTY TASKS SUCH AS CSWG, ADJUSTER, CIU, RENTAL, CONTROLLER, ETC.
What are the qualifications for Quick Card Pay (QCP)?
SELECT EXPRESS COLLECTIONS, TYPE IN “QUICK CARD PAY”
SELECT JOB AID: DIGITAL PAYMENTS REFERENCE GUIDE
SELECT OPTION QUICK CARD PAY-QUALIFICATIONS, REMINDERS, AND HOW TO ISSUE
SINGLE PAYEE CLAIM PAYMENTS
LIMITED TO PAYMENTS $10,000 OR BELOW. THE MONTHLY CUMULATIVE LIMIT FOR QCP TRANSACTIONS TO ONE CARD IS, $100,000.00
CAN ONLY BE UTILIZED AS A METHOD OF PAYMENT FOR CUSTOMERS WITH A VALID PERSONAL U.S. DEBIT CARD-THE DEBIT CARD MUST BE IN THE NAME OF THE PARTICIPANT SELECTED AS THE PAYEE AND HAVE EITHER THE VISA, MASTERCARD OR DISCOVER LOGO
How can we find/ search job aids specific to Express in KL?
FIRST GO TO COLLECTIONS, SELECT EXPRESS, THEN INPUT SEARCH WORDS
What job aid would we use to identify the following: Wind catches driver door swinging it out of place?
SELECT EXPRESS COLLECTION, TYPE IN “WIND” OR WIND CATCHES DRIVER DOOR
JOB AID: WIND-DRIVEN DOOR HANDLING TIPS
What team handles rental extensions? (What two items must apply for rental to be addressed by this team?)
CRO-CENTRAL RENTAL OFFICE
CRO HAS REQUESTED ADDITIONAL DOCUMENTATION/INFORMATION AND THE REQUESTED INFORMATION IS ON FILE
APPROVED SUPPLEMENT DOCUMENTED IN FILE AFTER THE CRO HAS SET LAST DAY AND OR TOUCHED THE FILE
When scheduling an inspection on an agent filed/reported claim, what must we discuss?
SELECT EXPRESS COLLECTION, TYPE IN “SCHEDULE INSPECTION”
IF FILED BY AGENT, VERIFY ALL COVERAGES WERE DISCUSSED BY AGENT, IF NOT, DISCUSS ALL APPLICABLE COVERAGES
What 3 Service Benefit Types (SBT) do we use in Express?
SELECT EXPRESS COLLECTION, TYPE IN “SBT EXPRESS”
DAMAGES, SERVICES, CAR SEAT
Where can we locate quick tips for NextGen Navigation in KL?
MAIN PAGE, TYPE IN “NEXTGEN QUICK TIPS”
SELECT QA TIP SHEET
UNDER NEXTGEN NAVIGATION PORTION
What task do we add when insured reports a phantom vehicle being involved in the loss?
IF TASK TT02233 REASSIGN CLAIM-POTENTIAL UMPD DOES NOT GENERATE, ADD TASK TT02233 OR TT01175 ONLY IF THE VEHICLE INVOLVED IN THE LOSS HAS UMPD COVERAGE AND THE POLICY STATE IS LISTED UNDER JOB AID
What can we handle on MCO Owned Files, what job aid can this be found on?
SELECT EXPRESS COLLECTION, SEARCH “MCO INQUIRY”,
JOB AID: HANDLING MCO AUTO INQUIRY
UPDATE NEW INFORMATION (INCLUDES ADDING PARTICIPANTS)
VERIFY PREFERRED CONTACT NUMBER ON FILE FOR CALLER/PARTICIPANT IS CORRECT
ESTABLISH INSURED RENTAL
ESTABLISH OR RESCHEDULE INSURED MOI USING ORIGINAL ASSIGNMENT (INSPECT ONLY OR SETTLE)
PROVIDE STATUS OF MOI (EXCLUDING TOTAL LOSS AND TECH REVIEW
PROVIDE PHONE, FAX, OR CLAIM OWNER INFORMATION
PROVIDE INFORMATION ON POSTED PAYMENTS PER CURRENT DISCLOSURE GUIDELINES
What job aid can be used to determine what action to take on an “Review New File” task?
SELECT EXPRESS COLLECTION, TYPE IN “TASKS WITH NO GUIDELINES”
What scenarios would we set an inspect only Method of Inspection (MOI)?
SELECT EXPRESS COLLECTION, TYPE IN “MOI”
CLAIMANT REPORTS FNOL, LIABILITY IS PENDING/UNCLEAR ON AN MCO OWNED CLAIM, INSURED DRIVING A RENTED/BORROWED/REPLACED VEHICLE, MANUAL CLAIM AND COVERAGE ISSUE/PENDING.
How can we search in KL with “exact” phrases?
USING QUOTES AROUND THE KEY WORDS
If insured disputes liability what task do we add?
TASK TT05062 EARR LIABILITY
What task do we add if insured disputes claimant damages?
SELECT EXPRESS COLLECTION, TYPE IN “WHEN TO ADD THE EARR”
TASK TT05061 EARR DAMAGE DISPUTES
What role would a police vehicle/ car have, what job aid can this be found on?
SELECT EXPRESS COLLECTION, TYPE IN “PARTICIFPANT, ROLES AND ASSOCIATIONS”
SELECT GOVERNMENT ENTITY
Where can we locate talk paths for Method of Inspection (MOI) objection handling?
SELECT EXPRESS COLLECTION, TYPE IN “MOI”
JOB AID: MOI TIPS FOR HANDLING OBJECTIONS