Do's and Dont's for SIU Handling
There can be a lot to remember when it comes to SIU claims. Let's review some important do's and don'ts that advocates should follow and leads should reinforce. Click Next to move on
Next
Do
Click the arrow under each card to learn more
Recorded Statement
Send an ROR
Communicate
Click the arrow to learn more about sending an ROR
Click the arrow to learn more about the importance of obtaining a recorded statement
Click the arrow to learn more communication expectations
Don't
Click the arrow under each rule to learn more
State Compliance
Stop Communication
Click the arrow to learn more about maintaining communication during an SIU investigation
Click the arrow to learn more about keeping your files compliant
Recorded Statements
It is important for claim advocates to take a recorded statement prior to engaging SIU, as this helps establish an initial and unguarded account of the insured/claimaint's version of events. Obtaining this statement early in the process allows adjusters to document key facts, clarify any complexities, and create a point of reference that can be critical if questions arise later in the investigation. This structured approach not only supports a fair and thorough assessment of the claim, but also helps identify potential inconsistencies that may indicate the need for further examination by SIU.
Don't ignore state compliance
You never miss a deadline for a state-mandated compliance letter, right?? When SIU is engaged, it is still up to the claim file owner (your advocate) to ensure compliance requirements are being met. Those status letters should outline that we are still investigating the loss and outline any missing information needed to resolve the claim.
Communicate
No one likes to be left in the dark during a claim. That includes our insureds and any vendors or internal employees working on this claim with you. Ensure that you are keeping relevant key persons in the loop, even if it is just a quick message relaying that we are still reviewing information.
Send an ROR
If you haven't sent a Reservation of Rights letter prior to engaging SIU, it is best practice to get one drafted and approved for mailing ASAP. Here are a few extra tips for a well rounded ROR:
- Explain the facts that have been submitted thus far.
- Explain that additional investigation is needed to finalize the claim
- Use the ROR to formally request any missing information that you may have verbally requested.
* Not every LOB may require an ROR. Send only when necessary
Don't stop communication
We get it—claims being investigated by SIU can have a long tail. However, we still have a duty to communicate updates with all involved parties. Leads are now expected to ensure that a task is established in each advocate’s file whenever SIU is engaged on a file. Additionally, leads must check in and update these tasks every 14 days to ensure ongoing management and follow-up. Please treat the SIU engaged claim as an escalated file, giving it dedicated attention and priority.
Do's and Dont's for SIU Handling
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Transcript
Do's and Dont's for SIU Handling
There can be a lot to remember when it comes to SIU claims. Let's review some important do's and don'ts that advocates should follow and leads should reinforce. Click Next to move on
Next
Do
Click the arrow under each card to learn more
Recorded Statement
Send an ROR
Communicate
Click the arrow to learn more about sending an ROR
Click the arrow to learn more about the importance of obtaining a recorded statement
Click the arrow to learn more communication expectations
Don't
Click the arrow under each rule to learn more
State Compliance
Stop Communication
Click the arrow to learn more about maintaining communication during an SIU investigation
Click the arrow to learn more about keeping your files compliant
Recorded Statements
It is important for claim advocates to take a recorded statement prior to engaging SIU, as this helps establish an initial and unguarded account of the insured/claimaint's version of events. Obtaining this statement early in the process allows adjusters to document key facts, clarify any complexities, and create a point of reference that can be critical if questions arise later in the investigation. This structured approach not only supports a fair and thorough assessment of the claim, but also helps identify potential inconsistencies that may indicate the need for further examination by SIU.
Don't ignore state compliance
You never miss a deadline for a state-mandated compliance letter, right?? When SIU is engaged, it is still up to the claim file owner (your advocate) to ensure compliance requirements are being met. Those status letters should outline that we are still investigating the loss and outline any missing information needed to resolve the claim.
Communicate
No one likes to be left in the dark during a claim. That includes our insureds and any vendors or internal employees working on this claim with you. Ensure that you are keeping relevant key persons in the loop, even if it is just a quick message relaying that we are still reviewing information.
Send an ROR
If you haven't sent a Reservation of Rights letter prior to engaging SIU, it is best practice to get one drafted and approved for mailing ASAP. Here are a few extra tips for a well rounded ROR:
* Not every LOB may require an ROR. Send only when necessary
Don't stop communication
We get it—claims being investigated by SIU can have a long tail. However, we still have a duty to communicate updates with all involved parties. Leads are now expected to ensure that a task is established in each advocate’s file whenever SIU is engaged on a file. Additionally, leads must check in and update these tasks every 14 days to ensure ongoing management and follow-up. Please treat the SIU engaged claim as an escalated file, giving it dedicated attention and priority.