TTEC FNOL Open Claim Calls

OPEN CLAIMS CALLS

Car FNOL

Name of Course

open claims calls

A refresher

Car policyholders reaching out about open claims may be inquiring about...

• the status of their claim and/or payment
• additional details or documentation
• providing a statement
• repair assistance
• rental extensions

call flow

click on the arrows for more information

1. Greeting
2. Claim file
3. verification
4. Action item
5. farewell
6. Documentation & follow-up

Name of Course

call types

review the types of calls you can expect!

claim status

additions

repairs

rentals

statements

payment status

Name of Course

examples

open claims calls - car fnol

TBD

Great job!

Guru Resources: TBD

Documentation & Follow-Up

Leave a detailed, precise note on the call content in the Comms Timeline in Blender, including: • The name of the person calling • Their reason for the call • The result of the call • If any follow-up is needed, and if so, what the customer is expecting. Always remember to be objective. Don’t put anything in a file note that you wouldn't want read in court!

Farewell

Recap the call with the customer, provide next steps and expectations, and check if they need any further support in the meantime. Remember to follow up via email if necessary.

Claim File

Pulling up the claim file in Blender is a must for every call.If an Insured is calling from the phone number on file, Talkdesk will display their email, which you can copy and paste into Blender to pull up their account. Their user information will auto-generate in Zendesk. If they're calling from a different number, or the caller is not the Insured, ask them for the claim number to enter into the Blender search bar. If they don't have the claim number, files can also be pulled by searching: • Phone number on file • Email on file • First and last name • Address

Payment Status

Claim reimbursements can take up to 10 business days to land in the claimant's bank account after processing. To check the status, check the "Payments" tab on the Claim Details page in Blender. If this tab shows a green check mark, the payment was processed and is pending. If there is a pink exclamation mark, the payment has failed. If the payment has been processed, but the policyholder hasn't seen the funds hit their bank account, remind them of the 10-day processing time. This may vary depending on banking institutions so they can also call and check with their specific bank. If it has been more than 10 days, use the #ttec-claim-follow- ups Slack channel to request a review using the "Payment error/failure or payment question" option..

Additions & Updates

Open Claims If the claimant emails in with attachments relevant to their claim (photos or documents), Zendesk typically automatically adds these to their claim in Blender. If this is not the case or the email is from a third party, assign the ticket to the claim through the Zendesk Blender widget. Closed Claims If the claim is already closed, use the #ttec-claims-follow-up Slack channel to request that the claim be reopened and reviewed by an Advocate.

Rentals

Rental reservations can be created if a vehicle is no longer drivable or is a total loss. No rental should be set up for claimant vehicles (this will be completed by the advocate after coverage and liability investigation). Advise of “no gmid and rrt” (no gas, mileage, insurance or deposits and reasonable repair time of vehicle) before setting up the reservation. For theft, any rental questions should be directed to the advocate. Generally, a rental can be extended if the vehicle remains under repair, is still not drivable, or is 3 days out from the vehicle being declared a total loss.

Action Item(s)

Identify their concerns, determine next steps and give them expectations for those steps. This may range from explaining an instant claim outcome to reaching out to their Advocate to transfer the call. Tip: If you have to put someone on hold during a call, please make sure you are not doing so for longer than two minutes. We want to make sure we're addressing their questions in a timely manner and meeting or exceeding industry expectations!

Greeting

Make a good first impression on the caller!The ideal call greeting is, "Lemonade Insurance, this is [your name]. May I ask who I'm speaking with?" Feel free to personalize your greeting, but don't forget the key ingredients: • Company name (Lemonade) • Your name • Request the caller's name ◦ for verification and personalization • An opening question ◦ Start the conversation and identify their concern; even start with a "how are you" before moving forward • Tells them you are on a recorded line (outbound calls, callbacks)

Verification

Verification can often be combined with the process of locating a claim file. All callers must provide at least three forms of verification out of the following:

• Claim number
• Policy number
• Full name
• Birth date
• Email Address
• Phone Number
• Physical Address

Claim Status

If a claimant requests an update on the status of their claim via email, the ticket can be assigned to their claim via the Blender widget in Zendesk. If the claimant is on the phone, check for Advocate availability to transfer or create a Blender task for a callback. Don't forget to review the Claims Timeline for any recent correspondence between the Advocate and Claimant in case they've missed any emails or calls. If the claim is closed and approved with no assigned Advocate (instant), reiterate to the claimant the approval status and reimbursement amount. If the claimant wants to dispute the amount, use the #ttec-claim-follow-ups Slack channel to request a follow-up. If the claimed is closed and denied with no assigned Advocate (instant), reiterate the reason for denial sent to the claimant via email. If the claimant requests a review or wants the claim reopened, use the #ttec-claim-follow-ups Slack channel to request this.

Repairs

On first contact with every customer we should ask if the vehicle is drivable or a non-drive. If the car is drivable... 1. When you get the original estimate, call the customer to set up repairs and get a drop-off date. Set rental for the drop-off date and the end date for the estimated completion date. 2. Follow up on repair status 3-5 days before the ECD to check on the status of repairs OR if a rental extension is needed. 3. If part delays or other delays diary every 14 days to check the repair status/completion. If the car is not drivable... 1. For NI extend rental ONLY IF MOI IS SET, set original rental for 5 days. 2. For claimants, advise we need to confirm coverage/liability. 3. Set an activity for 3-5 days to determine if the vehicle is repairable 4. If the vehicle is repairable, ask the shop for an estimated completion date you can extend the rental based on ECD. 5. Follow up on repair status 3-5 days before ECD to check on the status of repairs OR if a rental extension is needed. 6. If part delays or other delays diary every 14 days to check the repair status/completion

Recorded Statements

Only Claims Advocates may obtain recorded statements. If a claimant or involved party wishes to leave a recorded statement, first attempt to transfer them to their assigned Advocate. If their Advocate is unavailable, create a task in Blender for the Advocate to call them back.