Coverages
What coverage am I? I am usually basic and state required. I will help the othe person if you damage their vehicle unintentionally.
Property Damage (PD)! This coverage helps to pay for the damage the insured causes to someone elses vehicle or property to protect them from a lawsuit!
This is when we have no valid coverage due to a lapse in coverage or cancelled policy. What red flag is this?
Policy Not In Effect (PNIE)!
"The person calling doesn't have a policy number and I can't find anything on them, what do I do?"
File Unverified claim!
"I have break at 3 and it's 2:45 - should I take my break now?"
YES! Going early will always be better than going late!
"How do I request time off?" OR "How Do I get paid for an absence?"
If requesting PTO it must be 48 hours ahead of time and requested in Workday under Absence, select the day, and the amount of time needed.
What coverage am I? I help pay for the insured's vehicle damages caused from an accident in exchange for a deductible.
Collision (COLL)! This coverage is for the insured's vehicle damages caused by an accident with another vehicle/property. There's usually a deductible the insured has to pay to the shop to complete repairs.
"I had someone hit and run my vehicle! I went outside and saw the damage, my front end is smashed up! My air bags even went off!" What red flag is this?
HWP (Hit While Parked) with Front End Damage!
File the claim! Enter as much information as we can from what they provided and enter remaining as UNK.
"When should I call WFM?"
Anytime you're not in the office when you should be or even if you have PTO - call them for ANY late in, early out, or absence!
"What is an occurance?"
Anytime you're not at work when scheduled to be and didn't provide a 48 hour notice. This can be a late arrival after 7 minutes, absence, or early out for the day. These are tracked on 52 rolling weeks and before 90 days we're only allowed 2 points. After 90 days, points increase to 6.
What coverage am I? I am usually basic and state required. I help pay for injuries caused to someone else in an accident, unintentionally.
Bodily Injury (BI)! This coverage helps to pay for the injuries caused by the insured to the other party. This helps prevent lawsuit!
"My cousin was borrowing my truck to go on a date and he crashed it! He doesn't live with me and isn't on my policy..." What red flag is this?
ULD (Unlisted Driver)!
"Customer said their window was broken and their purse and sunglasses were stolen. What do I do?"
Homeowner/Glass claim! We will file a claim under their homeowner's policy for the purse/sunglasses and transfer to Safelite when we're done to handle glass damages!
"There's something wrong with my system and phone with the connection going in and out, what do I do?"
Contact HelpDesk - SAVE the number 205-588-3333
First one to chat me the different policy formats gets a trophy!
And the winner is...
What coverage am I? I help pay for the insured's vehicle damages caused from a loss that was an act of nature/act of God in exchange for a deductible.
Comprehensive (COMP)! This coverage is for the insured's vehicle damages caused by loss with an animal, flood, hail, vandalism, theft, etc. There's usually a deductible the insured has to pay to the shop to complete repairs. This coverage can also be referred to Other Than Collision (OTC).
"I was in an accident and I don't remember anything. I woke up in jail and the police told me I had passed out from drinking too much and hit a tree." What red flag is this?
Driving Under the Influence (DUI)!
"The customer said they have hail damage on all 3 of their vehicles on the policy. Do I file this under 1 claim or 3?"
We will file 3 separate claims for hail damage! Regardless of coverage all 3 losses should be filed and if they do have COMP coverage a separate deductible will apply to each vehicle!
"What if the customer hangs up while filing the claim?"
Complete the claim! You'll note the caller disconnected and complete as UNK for remainder.
"How can I make myself more marketable for other departments?
Attendance! and becoming efficient in day-to-day activities, using resources, and helping others!
What coverage am I? I am a coverage for the insured to help pay medical bills. Usually in FL but I can be found in other states as well.
Personal Injury Protection (PIP)! This will pay within policy limits for accident related injuries and medical bills. This coverage follows the household and can be applied to any "insured" for injuries in an accident.
"I know my address is Florida, but the accident actually happened in New York, I've been up here for a few weeks when the accident happened." What red flag is this?
Garaging Issue! Usually the insured will attempt to not disclose the new address of a high-premium state to keep low-cost insurance.
Have you checked SharePoint? We check the same resources to see if anything matches. Before asking be sure to have looked at SharePoint under "Policy Number Formats!"
"What do I do if the person keeps calling me names, yelling, and cursing?"
Give 1 warning, if verbal abuse continues - DISCONNECT the call. NOTE what happened such as "Caller became verbally abusive, I provided a warning and the caller continued and I disconnected the call." This will protect you!
First one to chat me the link to where I can find loss categories for cause/description gets a light up trophy!
And the winner is...