Reserves
To authorise a claim we must do what with the reserve?
Change it to settled.
If a customer calls to enquire about lodging a claim but decides to lodge later, what must do we update on the policy?
We must record a loss and update the condition of the vehicle if required.
What is the update underwriting TTD?
The update underwriting TTD is to review the policy to check for duplicate loss's that may be recorded on the policy and require deletion.
If a claim is authorised what do we do with the Cust Comms diary?
We close it.
Name a claim type that will not have any additional excess's apply?
Eg. Theft, DWP, window glass, Malicious Damage, Fire, Flood, Weather, Hail.
If there is a TP reserve on the claim as well as the Accident Damage reserve, which reserve do we authorize once all relevant TTD's have been completed?
Both.
When performing a premium affecting amendment, what is one thing we are required to read out to the customers prior to completing the action?
The disclosure on DISC regarding the customers duty of care not to provide a misrepresentation to us.
What is the amendments TTD?
This TTD populates to notify you that the customer has made an amendment to the policy in the last 60 days, that we need to review to check if it conflicts with the claim the customer has lodged and causes any issues.
The claim has been referred to TMC and all TTD's are completed. What would the diary next steps look like?
TMC review, Auth
If the customer has TPO or TPFT policy and their windscreen has been damaged, do they have cover for window glass?
No. TPO and TPFT only cover damage the customer causes to someone else's property or vehicle, not damage caused to own vehicle. (except in the event of a fire of theft for TPFT policy).
What reserve do we reimburse the Driving History from if the customer has TPO cover?
The TP reserve.
The customer has moved interstate and they need to change their address. How do we proceed to update this?
We transfer the customer to service for them to action this.
Required Docs TTD has populated requesting the 5 year DH for the claim driver who is 22 years old and has been found at fault. However, they are on a foreign license. Do we still request their 5 year DH?
Yes. Request the customer attend their local state transport authority office and request their driving history.
What diary do you set when withdrawing a claim and there was another party involved?
We must set the "Please close LC - Claim withdrawn" diary to the Liability operator.
Which 2 claim types require a police report prior to authorization?
Theft and Malicious Damage.
Do we authorize the hire car reserve for a date only booking? What do we advise the customer?
No. Advise the customer, they will have to call back once their repair dates are known.
If speaking to an authorized person on the policy, can we add another authorized person?
No. Unless speaking to the client, we cannot add another authorized person to their policy.
What is "Claims - Internal" TTD and how do we action it?
We review previous claims that are either closed or withdrawn to determine if the previous claims involved damage to OIV in the same region as the current claim. If so, we then confirm if the damage was repaired and if so, we then request proof. If not, we then record a note for assessing to confirm damage is recent and consistent.
When processing an online claim, the Update License Details diary has populated. Customer contact is unsuccessful, how far out do we move the diary?
4 days. Unless there is another Cust Comms diary within the claim, we would then push the diary out to the next follow up date.
Driving through flood waters, what claim type do we lodge?
Accident Damage.
Accident Damage.
Bonus Question (200 points): If the child seat is more than $500, what amount do we reimburse the customer?
If you make a premium affecting amendment with the customer, where do you go to check if there is a premium change on the policy?
You navigate to the Risk, then to Payments, then to instalments.
When processing an online claim and the claim matching TTD is required to be completed, but when we call the customer they don't answer. Can we authorise the claim?
As long as the matched policy does not have any claims or losses that need to be recorded back onto the policy the claim was lodged on, yes we can authorise the claim.
The call dropped whilst you were reviewing the TTD's post lodgment. The following TTD's have populated for action: Regular Driver, Driving History, Amendments and Manage Excess. What does your next steps diary look like?
CUST COMMS:(UNF)(STATE)(ND/D/NA/TP) - DH(Reason), DH refund, Reg Driver, Auth
Bonus question (100 points): How many days do we push the diary out?
Rats have chewed my wiring, can the customer lodge a claim for this?
Yes.
Bonus Question (100 points): What do we lodge this claim as?