Process
How many times is it required to say the caller's name?
Two times
How long a "brief hold"?
30 Seconds
For special notation for the technician, where would we write this on the claim?
Address comments
Who do we contact for Hotel Inquires?
TM
Where would you locate the assets/delievrables?
PIF
If an inspection gets rescheduled on the day of the appointment, who should you notify?
The assigned technician
If no number is provided for the insured. Who do we contact regarding the number for the insured?
The adjuster
What is a direct inspection?
External inspection
When is a boomlift needed?
Anything over 4 stories
What's another term for Policyholder
The insured
What is a ladder assist?
When we provide a ladder to the adjuster, we meet the adjuster on the property.
Check the weather
Insured's name, address, zip code, carrier
What is the leadership email?
Customerserviceleads@hancockclaims.com
Which portal should an Independent Adjuster use to submit a claim?
IA Portal
If the insured wants an inspection for next day after 5pm, what is the next step?
Email claims/last minute claims
When would you need to apologize during the call?
An apology is offered on behalf of the company when an error is issued on our end
First and last name of caller, reason for call and outcome
Who can cancel a claim?
The adjusters
Where can you locate additional information for the claim?
Xact or Symbility
If you come across a snow delay, what status do you place it in?
Hold
When we do need to brand the call?
The beginning and end of the call. Can not say "Hancock Claims"
What is the first contact button?
What is the cut off time for next day inspections?
5pm
What carrier do we not offer interior?
State Farm