Customer Service

Question 1

Make contact time frame

Answer 1

24 hours

Question 2

If we do not make contact within ______ days of the report we see significant deterioration in our ultimate results.

Answer 2

6 days

Question 3

3 Components of Adjusting Claims

Answer 3

Coverage
Liability
Damages

Question 4

3 Claim Resolutions

Answer 4

Pay
Deny
Compromise

Question 5

Pay

Answer 5

Insure of claimant presents a claim for damages. We agree with their assessment of the damages and pay the requested amounts.

Question 6

Deny

Answer 6

The insured or claimant presents a claim for damages. We decline payment based on a coverage or liability issue.

Question 7

Compromise

Answer 7

The insured or claimant presents a claim for damages. We do not have a coverage or liability issue but we do disagree on the amount requested and offer a compromised amount.

Question 8

Claims Reps and Customer Service

Answer 8

Obtaining the cooperation of insureds, third party claimants, witnesses, and others who can provide information on a claim.

Relating and communicating with people sensitively and sincerely so they know they can trust the claim handler.

Negotiating effectively with insured’s, claimants or their attorneys.

Question 9

Effective Questioning

Answer 9

process of asking the right questions at the right time to obtain all the relevant facts.

Question 10

Active Listening

Answer 10

process of understanding and clarifying the meaning of the other persons’ questions, comments, and answers to your questions.

Question 11

Act professionally

Answer 11

Use the standard telephone greeting; introduce yourself before “getting down to business”; explain the purpose of your call; refer to the insured or claimant as “Mr./Mrs./Ms./Dr./etc.” unless otherwise instructed; NEVER use foul language; maintain a positive attitude; keep the voice mail greeting updated.

Question 12

Respond with empathy

Answer 12

Auto accidents are traumatic experiences; demonstrate concern for the insured/claimant; disagree effectively; identify and address the needs of the customer.

Question 13

Keep the customer proactively informed

Answer 13

Be proactive in making outbound calls; take the time to explain the process and what will happen next; provide the customer with the documentation to support the discussion; thoroughly explain and actively manage vehicle repairs and the rental process.

Question 14

Immediately responding to all customer inquiries

Answer 14

Return voice mail messages before the end of each day; provide answers to customer questions; if you do not know the answer – FIND OUT and follow up.

Question 15

Don’t ask the customer to do something you can do

Answer 15

You are the claims expert, not the customer; it is your job to lead the adjustment process; take responsibility for the customer experience.

Question 16

Do not use jargon

Answer 16

Don’t use claims and/or insurance lingo; explain clearly in terms the insured or claimant can understand.

Question 17

Keep promises

Answer 17

Don’t commit to things that cannot be delivered on; when a commitment is made – DELIVER AS PROMISED! Tell the truth and provide accurate information. Set clear expectation

Question 18

Set aside sufficient time for the call

Answer 18

Do not hurry callers through their conversations. If the adjuster has other commitments that must be kept, advise the caller early in the conversation and offer to set a call back time that is convenient to the caller.

Question 19

Concluding the call

Answer 19

make sure to keep any commitments made and check for the customer’s understanding. At the end of each conversation, summarize the important points that were just discussed. Ask if the customer has any questions?

Question 20

Effective messages

Answer 20

The employee’s name, company, claim number, telephone number to include area code and extension.

A brief statement of the call’s purpose. This could include specific questions, requests for specific information and/or documents, etc.

Any identifying information the caller will have to provide when returning the call, such as a claim number. When giving a string of numbers, talk slowly and clearly repeat the numbers at least twice.

The best day and time to return the call. Mention the time zone if necessary.

Question 21

Response

Answer 21

a reaction a specific situation

Question 22

Reaction

Answer 22

A reply or behavior prompted by external influences that stimulates thought and or behavior.

Question 23

Reactive Behavior

Answer 23

indicates behavior out of control

Question 24

Responsive Behavior

Answer 24

indicates behavior in balance

Question 25

Assertive

Answer 25

to state positively

Question 26

Aggressive

Answer 26

Intense or harsh- incline to hostile behavior