Clearspeed for Motor Claims v2 - Avaya Addition

Clearspeed

Guidance for Motor Claims Handlers

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Purpose and objectives

This module is an introduction to our new claims process that will help us assess the risk associated with claims.

By the end of this module you will be able to:

• Identify which FNOL calls you will need to put through the Clearspeed process.
• Connect the customer to the automated question set, using an appropriate introduction and explanation.
• Follow the correct process for each of the different risk results.

Who are Clearspeed?

An introduction to Clearspeed

Watch this video to find out who Clearspeed are.

Click play on the video.

Fraud prevention

This voice analytics technology is another tool in our toolkit as we try and protect our genuine customers. It does not replace all other reasons for referral. You should still refer any claims to SV CCPT using a manual referral if you have identified your own concerns, or if requested to do so because of an automated activity.

When to use Clearspeed

Types of claim

The Clearspeed process will apply to specific incident types and circumstances selected on the Loss Details page of the FNOL wizard on ClaimCenter. If applicable, a Clearspeed section will also appear on the right hand side of the screen.

This image shows the Loss Details page on the FNOL wizard. Click on the image to enlarge it.

Incident types

The Clearspeed process only applies to the following incident types listed on ClaimCenter:

• Theft of
• Attempted theft
• Theft from
• Attended fire
• Unattended fire
• Keys and locks
• Vandalism
• Weather
• Other vehicle damage
• Other manoeuvre (but only circumstances related to single vehicle incidents)

When to use the question set

When completing the FNOL wizard, it is at Step 6 of 8: Fraud Scoring that you will need to transfer the customer to Clearspeed to complete the question set.

This image shows the Fraud Scoring page on the FNOL wizard. Click on the image to enlarge it.

The call process

How to connect to the question set

To connect the customer to the question set, follow the steps below...

• You will have the customer on Line 1.
• Place the customer on hold.
• Call Clearspeed on Line 2.
• Then press the Call Conferencing icon on Line 2

Click on the above image to enlarge them

How to connect to the question set

Once you've pressed the call conferencing button, you can follow the steps below...

• Select Line 1 in the drop down box of Line 2
• Mute your own microphone and follow Clearspeeds instructions.
• After following these instructions, press the two way arrow button on Line 2.
• The customer’s number will remain in Line 1 and Clearspeed will complete and close the conference once finished.
• This will return the customer to you. You can then unmute and continue the call.

Click on the above image to enlarge them

Please note

It's important

that you do not make any reference to “Clearspeed” at any point during your conversation with the customer.

Introducing the question set

During your conversation with the customer introduce the questions as a standard part of the FNOL journey. We recommend you say something like:

'So that we can progress your claim, I'm going to transfer you to an automated set of yes or no questions to answer. Please listen carefully to the instructions and answer clearly with just a yes or no response. Once you have completed the questions I'll reconnect back to the call, so please stay on the line. It should only take a few minutes.'

The question set

It's important to stay on mute whilst the customer answers the question set to allow the voice analytics to work.

Click on the image to listen to an example of someone answering the question set.

Yes...No...No...No...Yes

What to do if the call disconnects

As with any call, there may be some occasions when the customer’s line disconnects during the question set. If this happens, please call the customer back to complete the FNOL report, but please do not attempt to repeat the Clearspeed process (because ClaimCenter can only record the outcome of the first attempt). Then manually refer the claim to SV CCPT, also adding a note on the claim to advise that the call dropped whilst the customer was completing the question set.

What to do if the call disconnects

REMINDER NOTE

It’s really important that you do not let the customer know that you can hear their answers.

Clearspeed results and next steps

Voice analysis results

Within 30 seconds of the question set ending, you will be able to click on the Get Voice Analysis Results button to find out how to proceed with the claim.

This image shows the Fraud Scoring page on the FNOL wizard with the Get Voice Analysis Results button. Click on the image to enlarge it.

Low risk result

If Clearspeed returns a Low Risk result from the question set (and you have no other concerns with the claim), you can continue with the claim as usual. Therefore, instruct a repairer as normal or follow the usual fast track total loss procedures. However, if you do have any other concerns, don't forget to send the relevant referral as necessary.

This image shows the Fraud Scoring page on the FNOL wizard showing a low risk result. Click on the image to enlarge it.

High risk result

If Clearspeed returns a High Risk result from the question set, you should continue on a 'without prejudice' basis. This means you should complete the FNOL wizard as normal but only instruct a repairer on an estimate only basis. On fast track total loss cases ensure the vehicle is secure and moved to free storage, if necessary, but no settlement offer should be made. ClaimCenter will automatically create a claim referral and generate an activity to SV CCPT in these instances. However, do not tell the customer that the Single Vehicle team will be reviewing their claim.

This image shows the Fraud Scoring page on the FNOL wizard showing a high risk result. Click on the image to enlarge it.

No response

If Clearspeed does not return a response within 30 seconds, the response may be delayed for up to 24 hours. In these cases, proceed with the claim as normal. No further action will need to be taken if a Low Risk result is eventually returned by Clearspeed. If a High Risk result is eventually returned, a manual referral and activity will be generated to SV CCPT and the onus will be on them to halt any repairs or total loss settlement if required.

This image shows the Fraud Scoring page on the FNOL wizard showing no response. Click on the image to enlarge it.

Exceptions

Claim exceptions

The Clearspeed process should be used on all Single Vehicle Motor FNOL calls, except:

• Claims reported for information purposes only.
• Claims involving a third party vehicle damage claim.
• If the customer is reporting the claim but the named driver was the last user of the vehicle.
• If the customer’s Broker or Loss Assessor is reporting the claim on behalf of the customer.
• If instructed otherwise.

Other exceptions

Other exceptions for not following the Clearspeed process would include:

• Claims where there is a clear communication barrier and the customer has found it difficult to follow the FNOL process (e.g. where English is not their first language).

• Claims for customers who have told you about a vulnerability that means they wouldn’t be able to answer the question set (e.g. they have a hearing or speech impairment).

How to indicate exceptions

If you need to indicate an exception to the Clearspeed process, you can do so on Step 3 of 6: Loss details of the FNOL wizard. Click Yes against the Override option, then select the most appropriate option from the Override Reason dropdown box. Don't forget to follow the TEXAS protocol outlined on the Vulnerable Customer Toolkit on Knowledge.

This image shows the Clearspeed section on the Loss Details page of the FNOL wizard. Click on the image to enlarge it.

Exception codes

The options in the Override Reason dropdown box are:

• Claim not covered
• Claim withdrawn
• Customer unavailable
• Environment
• Incident only claim
• Surge
• System unavailable
• Vulnerability

Knowledge provides further explanation of when to use each one of these.

This image shows the override reasons in the dropdown box on the Loss Details page of the FNOL wizard. Click on the image to enlarge it.

Final guidance

Noisy environments

If the customer is in a particularly noisy environment, politely ask the customer if they are able to move to a quieter location before completing the question set. If they can't, do not ask them to complete the question set because the assessment won't be reliable. Use the 'customer unavailable' option as the Override Reason.

Phone usage

The customer should speak directly into the phone handset. Do not use speakerphone or headphones. Talking directly into the phone handset will give us more accurate results.

Mitigating costs

If the claim returns a High Risk result and has to be passed to SV CCPT, please remind the customer to mitigate any ongoing loss or damage. Finally, if the claim returns a High Risk result but the customer requires urgent immediate assistance, please take the necessary steps to help on a without prejudice basis.

Recap Quiz: 5 Questions

Question 1

a) Once we have completed the data security questions.

b) When we get to the Fraud Scorecard step in the FNOL wizard.

When should we ask the customer to complete the question set?

c) Once we have fully completed the FNOL wizard.

Question 1

That's incorrect.

Go back and try again.

Question 1

That's correct!

Well done, carry on.

Question 2

a) If the customer has difficulty speaking or hearing you.

b) If the claim being reported does not involve fire or theft.

When would we NOT ask the customer to complete the question set?

c) If you have other concerns and intend to send a referral anyway.

Question 2

That's incorrect.

Go back and try again.

Question 2

That's correct!

Well done, carry on.

Question 3

a) Continue with the claim as we normally would.

b) Continue with the claim on a 'without prejudice' basis.

What should we do if the Clearspeed result comes back as high risk?

c) Tell the customer that the Single Vehicle team will contact them.

Question 3

That's incorrect.

Go back and try again.

Question 3

That's correct!

Well done, carry on.

Question 4

a) Continue with the claim as we normally would.

b) Continue with the claim on a 'without prejudice' basis.

What should we do if the Clearspeed result comes back as low risk?

c) Tell the customer that the Single Vehicle team will contact them.

Question 4

That's incorrect.

Go back and try again.

Question 4

That's correct!

Well done, carry on.

Question 5

a) Clearspeed is just the name of the project.

b) The customer may try to contact Clearspeed.

Why should we never mention Clearspeed to the customer?

c) The customer would be able to look up who Clearspeed are.

Question 5

That's incorrect.

Go back and try again.

Question 5

That's correct!

Well done, carry on.

Further information

Further information

Thank you for taking the time to complete this module. We'll soon be able to update you with the first results from this new process. In the meantime, if you have any queries about this new process, please contact your Team Leader or refer to the Clearspeed section on Knowledge where there is a list of FAQs and further information.

Thank you

Did you have any problems completing this module? Did you notice that something wasn't right? If so, please let us know. Email us at: GITrainingCoordination@Allianz.co.uk

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