Customer Service
How do you introduce yourself on a call?
I am James calling from Nexterra on behalf of
When did Prince die
April 21, 2016
When did Michael Jackson die
6/25/2009
Adjuster
- the person from the insurance company who investigates the details when something goes wrong. They check out what happened, review the repair needs, and are responsible for figuring out how much money the insurance company should pay for the fixes. Sometimes, they're licensed to do this job in one or more states.
FNOL
- First Notice of Loss
What is the appropriate amount of time to leave a customer on hold
3 minutes
Name 2 of our biggest clients
Liberty Mutual, Nationwide, USAA
How many hours can you miss to only get .5 occurrence.
4 hours or less
APD
Auto Physical Damage
What is S01 mean
- supplement 1
What is CCC one used for?
CCC One is an estimatics software widely
Claims are dispatched to who
Claims are then dispatched to a Technician, Staff Appraiser or Independent Appraiser
How many days would you have to miss before its considered job abandonment
3
EOR
- estimate of record
What are 2 things that we should always include in a note?
What is? Who you spoke with and the action you took
What were 3 expectations of the training class
Be on time and prepared to learn.
Be present.
Listen actively.
Ask questions.
Think before speaking.
Assume positive intent.
Respect each other as human beings.
Contribute to the training.
Let everyone participate.
Name a vendor that was presented in the training
Sedgwick Claim Leader Ring Central
Appraiser
- the person who takes pictures of your vehicle and uses special software to give a written estimate of the repair costs. They don't handle the entire claim like an adjuster; instead, their main job is to figure out how much fixing your vehicle is going to cost.
DRP
- Direct Repair Facility
What is our Controller name?
Chelsie Shockley
How many occurrences can I get before I get a verbal warning
2
These Field Appraisers (otherwise known as Estimators) consist of the following:
Our staff of W2 Appraisers
Our network of Contracted Appraisers
External Appraisal Firms
Our PDR Technicians can also do field inspections
What is the next step in the wheel FNOL Scheduling Claim Notes
Repair Shop Selection Policyholder/Claimant Selects Nexterra SOC
A/M
- Aftermarket Parts