Communication Example #3
START
Example 3 - Juniper
In the following example, you will be provieded ALL communication to and from the policyholder during and directly after the claim process. As you're going through the correspodence, take note of the following:
- Is there anything that could have been done differently in terms of communication throughout the claim process?
- At what point do you think the policyholder would have benefited from a phone call, if at all?
- Do you think the escalation could have been avoided? If so, how?
It is highly recommended that you make notes, including the dates of correspondence, in order to answer the questions in the course.
- Pet Name: Juniper
- Age: 1 year
- Original Start Date: 7/2/2025
- Claim Date: 7/27/2025
- Prior Claims?: No
Next
Auto Email #1 From Lemonade
Next
Auto Email #2 From Lemonade
Click on the headphones to have the notes read to you
Claim Advocate Initial EPID notes
Next
TTEC Internal Notes
Next
Email #1 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #2 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #3 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #4 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #1 From The PH
Click on the headphones to have the email read to you
Next
Email #5 & #6 From The Pet Specialist
Click on the headphones to have the emails read to you
Next
Email #2 From The PH & Email #7 From The Pet Specialist
Click on the headphones to have the emails read to you
Next
Email #3 From The PH & Email #8 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Final Claim Determination
Next
Email #9 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #4 From The PH
Click on the headphones to have the email read to you
Next
Email #10 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #5 & #6 From The PH & Email #11 From The Pet Specialist
Click on the headphones to have the emails read to you
Next
Phone Call #1 From Pet Specialist
Click on the headphones to have the transcript notes read to you
Next
Phone Call #1 From Senior Specialist
Click on the headphones to have the transcript read to you
When you're done reading this transcript, please return to the 360 course to answer questions about this example.
End
Communication Example #3
Lemonade
Created on March 16, 2026
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Modern Zen Presentation
View
Newspaper Presentation
View
Audio tutorial
View
Pechakucha Presentation
View
Desktop Workspace
View
Decades Presentation
View
Psychology Presentation
Explore all templates
Transcript
Communication Example #3
START
Example 3 - Juniper
In the following example, you will be provieded ALL communication to and from the policyholder during and directly after the claim process. As you're going through the correspodence, take note of the following:
- Is there anything that could have been done differently in terms of communication throughout the claim process?
- At what point do you think the policyholder would have benefited from a phone call, if at all?
- Do you think the escalation could have been avoided? If so, how?
It is highly recommended that you make notes, including the dates of correspondence, in order to answer the questions in the course.Next
Auto Email #1 From Lemonade
Next
Auto Email #2 From Lemonade
Click on the headphones to have the notes read to you
Claim Advocate Initial EPID notes
Next
TTEC Internal Notes
Next
Email #1 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #2 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #3 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #4 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #1 From The PH
Click on the headphones to have the email read to you
Next
Email #5 & #6 From The Pet Specialist
Click on the headphones to have the emails read to you
Next
Email #2 From The PH & Email #7 From The Pet Specialist
Click on the headphones to have the emails read to you
Next
Email #3 From The PH & Email #8 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Final Claim Determination
Next
Email #9 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #4 From The PH
Click on the headphones to have the email read to you
Next
Email #10 From The Pet Specialist
Click on the headphones to have the email read to you
Next
Email #5 & #6 From The PH & Email #11 From The Pet Specialist
Click on the headphones to have the emails read to you
Next
Phone Call #1 From Pet Specialist
Click on the headphones to have the transcript notes read to you
Next
Phone Call #1 From Senior Specialist
Click on the headphones to have the transcript read to you
When you're done reading this transcript, please return to the 360 course to answer questions about this example.
End