Genial Flipcard
Lemonade
Created on September 5, 2024
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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