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SWIMMING IN MY BASEMENT
WAIT, SAY THAT AGAIN
BUT I AM THE GIRLFRIEND
THERE'S A TREE IN MY LIVING ROOM
CHECK YOURSELF BEFORE YOU WRECK YOURSELF
100

Damage is flood and the water source is from outside the home and customer wants to file a claim 

What is National Flood Insurance Program (NFIP)?

100
when glass damage is the sole reason the vehicle is not drivable

What is Lynx Services?

100

refers to a person who needs parental/guardian permission

What is a minor?

100

Due to weather events in your area your claim will be assigned to a claim handler in the next 24-48 business hours and they will be in contact with you upon initial review

How to end call when claim owner displays Weather Response Team?

100

select policy-name or select phone number

What are the two options for doing a policy search?

200

Weather CAT indicator auto marks in HAART when the question is "Where did the water come from?" 

What is Water/Snow/Ice/Backup Sewer-Drain?

200

When liability is clear when reported FOL indicate that a party is solely responsible for the loss and no dispute or exposures exist

What is establishing liability?

200

Vendors, Service Providers, other callers

May I confirm who I am speaking with?

200

agent is not aware of the loss, contact FILR lead

What is the agent notification process?

200

Arizona/Texas

Which two states require special handling of vehicle release/tow?

300
three specific policy types to offer water mitigation 

What is a Homeowners, Manufactured Home, Rental Dwelling policy?

300
  • Additional storage fees and charges may be at their personal expense
  • Contact us to set up inspection once vehicle is released to State Farm or vehicle is moved to a storage free location

What to say if the vehicle is incurring storage fees?

300

a business or civil authority is calling to verify coverage on an auto policy with no claim/loss

When you cold transfer a caller to CCC?

300

the insured needs assistance finding a place to live

What is an uninhabitable loss?

300

completing the add participant chapter in HAART

What is assigning participant roles & associations?

400
  • All water mitigation word tracks were read
  • The caller asks for assistance with mitigation, and:
  • Two or less rooms are damaged
  • There is no hole in roof or side of residence
  • There is no standing water
  • No water has soaked through to the floor/level below

When do you complete water mitigation referrals?

400

the liability doesn't appear to be: 100/0; 0/100 or 50/50 or disputed FOL

When you reassign to Property Complex?

400
advise the customer to contact their SF agent during business hours

How is this going to impact my premiums?

400

read temporary repairs word tracks

When customer asks about vendors or contractors for temporary repairs(other than water mitigation)

400

review the Review New Claim>Coverage SCP Article

Where you look when adding a replacement vehicle (NAC/TSC/NOC)

500

Service Master, ServPro, Alacrity

What are the three water mitigation vendors names?

500

pocket estimate, staff estimate, estimate assist

What are the three types of Inspections that will Autopay?

500

questions asked during fact finding (FOL)

What was your purpose of the trip on the day of the accident?

500

should not provide this information at anytime, unless initiated by the customer

Customer ask what is my deductible anytime during loss reporting process

500

the owner of the damaged property should be given Participant Type of Claimant and Participant Role of Owner

How is third party property damage noted in HAART?