Policy or not policy?
This type of coverage helps pay to repair your home after damage from wind or hail.
What is dwelling coverage?
The first thing you must always do before giving claim details.
What is Verify the caller's identity.
The official start date of a claim process is marked by this step.
What is claim intake?
A contractor says they've been waiting for payment, but the claim is marked closed. What's the first thing you check?
What is Payment History/Status?
Kelly and Michelle's one Golden Rule.
Do not embarrass me.
This is the percentage of the claim that the insured must pay out of pocket before the insurance kicks in.
What is the deductible?
A contractor calls without the insured on the line. You can't give claim details unless you have this.
What is Authorization?
This person typically reviews damage photos and receipts to determine payment.
Who is the claims Adjuster/Examiner?
An insured calls upset because their check went to their mortgage company What's your explanation?
What is mortgage clause requirement?
The time of the day where TL Michelle and TL Kelly should never be bothered unless you are on fire.
What is QA Time?
This coverage helps protect you if someone sues you after being injured on your property.
What is Liability Coverage?
A customer calls but keeps giving their policy number incorrectly. You should verify this by asking for these two other details.
What are name and property address?
If a claim is in litigation, all Inquiries must be referred to this party.
What is the attorney on file?
And insured calls stating the contractors said the estimate is too low and repairs can't be done for that price. What's your approach?
What is advise them to upload the contractor's estimate for a supplemental review?
The minimum requirement needed as a collective to earn metric awards.
What is 98% QA?
This coverage can help pay for your stay in a hotel if your home is uninhabitable due to a covered loss.
What is loss of use/Additional living expenses Coverage?
The insured says their claim is urgent because repairs have already been made, but no receipts or invoices have been submitted. How do you handle it?
What is explain the need for documentation and provide submission instructions?
When an examiner is missing information to review the claim, they send this to the Insured to explain what's missing.
What is a doc request letter?
The claim shows payment issued, but the insured says they never received the check. What do you do?
What is Verify payment date and mailing address check if the check cleared And transfer over to the reissue department if needed?
Next to metrics, the next most important thing for the home team.
What is attendance?
True or false damage from an earthquake is always included in a standard homeowners policy.
What is false?
An insured says their home flooded after a hurricane. And they want to file a claim. What do you do?
What is explain that flood damage is excluded under the standard policy?
A claim is closed, but an additional invoice is received with no open workflows. This action may need to be taken.
What is send an email to team leader to create a workflow?
The field adjuster is out for two weeks and had to reschedule the inspection, and the insured has an urgent repair issue. What do you do?
Submit internal request for adjuster reassignment.
The place you'll go if you don't follow TL rules.
What is Publix?