ORGANIZATIONAL CHART GUIDE

Pet Health Support Teams

Pet Health Squad Leads

Pet Specialists & Claim Advocates

CLX Pet Senior Managers

CLX Pet Associate Director

Meet CLX Pet!

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Pet Health Support Teams

CLX Pet Assosiate Director

Pet Specialists & Claim Advocates

CLX Pet Senior Managers

Pet Health Squad Leads

Pet Health Squad Leads

Pet Health Support Teams

CLX Pet Assosiate Director

CLX Pet Senior Managers

Pet Specialists & Claim Advocates

Pet Specialists & Claim Advocates

Pet Health Squad Leads

Pet Health Support Teams

CLX Pet Assosiate Director

CLX Pet Senior Managers

Pet Health Support Teams

Pet Specialists & Claim Advocates

CLX Pet Senior Managers

CLX Pet Assosiate Director

Pet Health Squad Leads

Claim Advocates

Pet Specialists

CLX Pet Assosiate Director

Pet Health Support Squads

Pet Health Squad Leads

CLX Pet Senior Managers

Pet Specialists & Claim Advocates

Underwriting (Medical Record Reviews)

SIU (Special Investigation Unit)

Vendors

Appeals

Pet Health Squad LeadsEach Pet Health Squad includes Pet Specialist and Claims Advocates! ​ Team Lead Responsibilities Our Team Leads wear many hats and have many roles and responsibilities in managing their squads. Some day-to-day tasks:

• Authority approvals
• Claims escalations and appeals
• Maintaining advocate goals and tracking systems
• Deep dive medical record reviews
• Team huddles/ 1:1s
• Communicate company updates

Did you notice there is no Pet Health 3? Not a error, we just don't have one 🙃

Appeals All policyholders have the right to appeal their claim decision so we have a whole team dedicated to giving those claims a second look and determining if the original claim decision will be upheld or if it will be overturned! The Appeals team will work closely with both Pet Specialist and Claims Advocates so we will take a closer look (no pun intended) later on in training!

Claim AdvocatesSimply put, the Claims Advocate is the decision maker in the determination of accident, illness, and preventative claims. Basically, is it covered or not covered, and doing the research required to make sure the outcome is accurate. We will go into more detail about the Claim Advocate later in training!

Pet Specialists

Pet Specialists are the "face" of a claim from start to finish! They will update the Policyholder throughout the claim process and also be available if the policyholder has any questions about their claim at any point throughout the life of the claim. Don't worry, we will go into greater detail about the Pet Specialist role later in training!

Senior Pet Specialist

The Senior Pet Specialists handle some of the same things as a Pet Specialist but also conducts SIU Interviews and takes escalations

Vendor Partners Our current Vendor partner on Pet is TTEC. They assist with calling vets for medical records when they are needed for claims processing and triaging policyholder calls and emails. We will go into more detail on how about working with TTEC later on in training!

Underwriting (Medical Record Review Specialists MRR-S) MRR Specialists do exactly what it sounds like, review medical records! In some cases, in order for a Claims Advocate to determine coverage on a claim, a review of the pet's medical history needs to be completed so we know what was pre-existing (remember we do not cover pre-existing conditions) so it is a very important step in the claims process! There are two separate Medical Record Review (MRR) Teams:

• Time of Loss (TOL) Medical Record Review Team
• Reviews medical records as requests come in from Claim Advocates processing claims
• Pre-Claim Medical Record Review Team
• Review medical records at enrollment. Primary done for Chewy customers at the moment.

SIUFraud is unfortunately a part of insurance so CLX pet has a team dedicated to investigating instances of suspected fraud alongside the Pet Specialist and Claims Advocates. We will talk much more about the SIU process later in training!