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Transcript

Your role as a CXer is to focus on the policy and account management aspect of customer correspondence. You will never interpret policy coverage or deal with the claims process.

Policy

CX

  • Policy questions
  • Policy updates
  • Renewal questions
  • Payment inquiries
  • Underwriting context

Claims Support

  • Instructions on how to file claims in the app
  • Manual claim filing
  • First notice of loss (FNOL)
  • Customer follow-up post-claim
  • Correspondence and redirection to assigned Claims Advocates

Claims

CLX

  • Open claim questions
  • Claim determinations
  • Claim timelines
  • Claim payments
  • Subrogation