QA
What is the most important thing to document after every call with a claimant or insured
What is a detailed summary of the conversation and next steps
What is the purpose of setting a reserve on a claim?
What is to estimate the expected cost of the claim
What is the first thing an adjuster should do after receiving a new claim assignment
What is make initial contact with the involved parties
What letter must be sent within 15 days of claim setup in many states?
What is the status or acknowledgment letter
What is the first step an adjuster should take when a vehicle damage claim is assigned?
What is review the loss details and assign the vehicle to Snapsheet
What should an adjuster do if a voicemail is left for a party involved in the claim
What is document the attempt, send a text, or email, and set a follow-up task
What must be done before issuing any payment on a claim?
What is verify coverage, confirm damages, and ensure proper documentation
What should be reviewed to support a liability decision?
What are police reports, photos, and statements
How often should status letters be sent if the claim remains open?
What is every 30 days
What is the adjuster’s responsibility after receiving a completed Snapsheet estimate?
What is review the estimate, confirm damages, and determine next steps (repair-issue payment or total loss tag reassign)
What tone should be used in all written and verbal communication with customers?
What is professional, empathetic, and clear
What should an adjuster do when new information is received that impacts the claim value
What is update the reserve and document the file
What documentation should be obtained to support liability decisions
What are police reports, Recorded statements, witness statements, and photos
What must be included in a status letter?
What is the reason payment hasn’t been issued and what is still needed
What should be done to avoid unnecessary storage charges?
What is move the vehicle to a storage-free location or vendor lot/CO-Part
What is one way to reduce unnecessary follow-up calls from claimants
What is proactively answering all questions and setting clear expectations
What should be included in the file to support a payment?
What is an estimate, invoice, or other supporting documentation
What should be done if liability is disputed?
What is gather additional evidence and escalate if needed
What must be disclosed on recorded calls in certain states?
What is the call recording disclosure
What must be communicated to the customer regarding rental coverage?
What is the number of days covered and when it ends
What should be done if a customer expresses dissatisfaction during a call?
What is acknowledge the concern, document it, and deescalate if needed
What is the expected timeframe to issue payment after receiving a final estimate or total loss evaluation?
What is within 3–5 business days
What is the adjuster’s responsibility when comparative negligence applies?
What is to apply the appropriate percentage of fault and document the reasoning
What is required in California and Florida signatures on claim correspondence?
What is the adjuster’s license number/Qualified Manager's License #
What should be done if Snapsheet returns an estimate that appears incomplete or inaccurate?
What is review the estimate, request clarification, or escalate for reinspection