allstate fnol: claimant claim outline

Allstate FNOL: Claimant Claim Outline

Updated 07/15/2021

Confidential. INTERNAL USE ONLY - Copyright © Liveops, Inc. 2021. All Rights Reserved. Unpublished and Confidential property of Liveops.

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Directions: Use this document to aid you in the process of filing an auto claim when speaking with a

Claimant. The Claimant is defined as:

Claimant-Owner Claimant-Driver-Owner Claimant-Driver Claimant-Passenger

Person who owns any vehicle involved in the loss, other than the Insured’s vehicle, and was not the driver at the time of the loss

Person who owns asset and was the driver at the time of the loss

Driver of the Claimant’s asset at the time of the loss, but this person does not own the asset (vehicle)

Passenger in the Claimant’s asset who sustained either personal property damage or a bodily injury

Remember, NextGen is intuitive and different claim situations can cause certain screens to appear in the

claim process.

NOTE: The Allstate FNOL client makes frequent updates to the claims process! Be sure to check your

RightAnswers and LON regularly. Use Slack when taking calls so that you are aware of any updates or

changes.

Use the Table of Contents links to jump to instructions for a specific part of the claim.

Contents Loss Setup ...................................................................................................................................................................... 4

Policy Search .................................................................................................................................................................. 6

All Policies and Lines for Insured .................................................................................................................................... 7

Duplicate Claim Search Results ..................................................................................................................................... 8

Policy Details .................................................................................................................................................................. 9

Participant Details ......................................................................................................................................................... 9

Injury Details .............................................................................................................................................................. 10

Address Field .............................................................................................................................................................. 10

Phone Field ................................................................................................................................................................. 11

Email .......................................................................................................................................................................... 11

Saving Participant Details ........................................................................................................................................... 12

Policy Assets/Insured Participants ............................................................................................................................... 13

Insured Involved Asset ................................................................................................................................................ 13


Participants ................................................................................................................................................................ 14

Adding Named Insured as Driver ................................................................................................................................ 14

Potential Matches....................................................................................................................................................... 14


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Participant Details ...................................................................................................................................................... 14


Adding Unlisted/Unknown Participant as Driver ......................................................................................................... 15

Add Unlisted ............................................................................................................................................................... 15

Potential Matches....................................................................................................................................................... 15

Policy Assets/Insured Participants (gathering Driver’s info) ........................................................................................ 15


Add Unknown ............................................................................................................................................................. 16

Participant Details ...................................................................................................................................................... 16

Click Edit .................................................................................................................................................................... 16


Adding Passengers to Insured’s vehicle ...................................................................................................................... 17

No Injuries .................................................................................................................................................................. 17

Adding Passengers with Injuries ................................................................................................................................. 17

Additional Loss Details ................................................................................................................................................. 18

Key Facts .................................................................................................................................................................... 18

Ride for Hire ............................................................................................................................................................... 18

Authorities .................................................................................................................................................................. 19

Attorneys.................................................................................................................................................................... 19

Were suit papers received? ........................................................................................................................................ 20

Insured Asset ................................................................................................................................................................. 21

Detailed Damages ...................................................................................................................................................... 21

Detailed Damages (bottom of screen) ...................................................................................................................... 22

When Claimant states Yes ......................................................................................................................................... 22

When Claimant states No ........................................................................................................................................... 23

Asset Location ............................................................................................................................................................ 23

Insured Asset ................................................................................................................................................................ 24

Rental ........................................................................................................................................................................ 24

Saving Detail Damages .............................................................................................................................................. 24

Third Party Asset ........................................................................................................................................................... 25

Select Asset Type ....................................................................................................................................................... 25

Select Make ................................................................................................................................................................ 25

Select Model ............................................................................................................................................................... 25

Adding Unlisted Claimant Owner .............................................................................................................................. 26

Claimant Participant Details ....................................................................................................................................... 27


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Third Party Asset .......................................................................................................................................................... 28

Text Messaging ......................................................................................................................................................... 28

Adding Unknown Claimant Owner ............................................................................................................................ 29

Adding TPC (Third Party Carrier) ............................................................................................................................... 29

Gathering TPC Information ........................................................................................................................................ 30

Adding Claimant Driver .............................................................................................................................................. 30

Add Passengers .......................................................................................................................................................... 31

Third Party Asset Damages ........................................................................................................................................ 31

Detailed Damages ...................................................................................................................................................... 32

Detailed Damages (bottom of screen) ........................................................................................................................ 32

Saving......................................................................................................................................................................... 33

Participant List/Coverages ............................................................................................................................................ 34

Accessing ................................................................................................................................................................... 34

Saving Coverages ....................................................................................................................................................... 34

Participant List .............................................................................................................................................................. 35

Verification .................................................................................................................................................................... 35

Wrap Up ......................................................................................................................................................................... 36

MOI/SMOI .................................................................................................................................................................. 36

Claim Handler/Claim Number ..................................................................................................................................... 37

Wrap Up Scripting ...................................................................................................................................................... 37

Additional Notes/Complete Claim .............................................................................................................................. 38

Tips and Resources Legend

Statement Examples Tips Guides

Examples of what to say to build rapport, express empathy, and

transition to the next part of the claim

Best practices and things to keep in mind

Guides to access in RightAnswers (RA) or Liveops Nation (LON) for

further information on a topic


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Screen Visual Steps Tips & Resources

Loss Setup

1. Answer call with Allstate greeting 2. Ask caller, “Is everyone involved doing

OK?” 3. Provide appropriate level of empathy 4. Read verbatim: Initial Expectations

Statement 5. Document following information:

a. Caller’s name b. Select correct Reported By c. Policy Number for Allstate Insured

(if caller does not know, leave blank) d. If the policy number prefills, do not

ask for it e. Date & time of the accident -- using

the word “loss” is jargon 6. Click Auto/Motorcycle radio button 7. Click Continue Minimum Information to Report a Loss: Whether the Claimant provides the policy number verbally or it appears on the Loss Setup screen, this counts as one piece of information for the Minimum Information to Report a Loss

• I’m glad to hear everyone is doing OK!

• I hope your back feels better soon. I will do everything I can to help make this process as easy as possible for you.

Reminder: Positive empathy is expressed when no harm comes to the caller or their property! Do NOT just respond with “OK” or “Good to hear.”

• Always verify who Allstate considers an Insured

• Estimated checkbox by Date of Loss & Time of Loss fields -- use if caller is unsure of date/time.

• Alternately, use the date/time the caller notices damage if info is unknown.

• Leave Policy Number field empty if policy number does not pre-populate & caller cannot provide.

Blue information circle by Reported By

• Opens FNOL Reported By Definitions RA guide

• Contains link for Minimum Information to Report Loss Talk Path

Empathy Statements

Guides

Tips


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Loss Setup

8. Loss Type and Detailed Loss Type -- use probing questions to help determine.

9. Number of Involved Vehicles Damaged -- all vehicles are added to claim whether damaged or not.

10. Number of Other Property Assets Damaged -- all property is added to whether damaged or not, e.g., mailbox, street sign, curb, etc.

11. Loss occurred in a parking lot -- mark checkbox when accident happened in parking lot.

12. Hit and Run -- mark checkbox when Insured is hit and Claimant leaves scene

13. Phantom Vehicle -- mark checkbox when an unknown Claimant vehicle contributes to the accident but does not make contact w/ the Insured’s vehicle.

14. Loss Street/Cross Street -- ask the caller for the name of street where loss occurred on and nearest cross street. Document both streets when known. It is OK if caller does not know.

15. Loss City -- ask & document the city where loss occurred.

16. Loss State/Province --ask & document the state where loss occurred.

17. Loss County -- Will auto-populate when city is spelled correctly, and state is added. If the county does not auto-populate, choose the first one. Do not ask the caller.

• Mr./Mrs. Claimant, please tell me what happened [insert time]. (e.g., this morning, on your way to work, last night, yesterday afternoon/morning, on the 12th, etc.)

• Mr./Mrs. Claimant, I know you mentioned you were rear-ended on your way to work this morning. This is not the way you wanted to start your morning. Was it just your car and the truck that rear-ended you?

• Blue information circle by Loss Type dropdown opens Loss Type and Detailed Loss Type RA guide

• Blue information circle by Phantom Vehicle opens Phantom Vehicle RA guide

• Hit and Run Losses RA guide (keywords: hit and run)

Mr./Mrs. Claimant, next I will take a moment to pull up the policy.

Rapport Building

Guides

Transition Statement


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Policy Search (used only if the

Insured does not have their policy number)

If Claimant does not have the policy number, leave the Policy Number field blank and continue filling out Loss Details Click Policy Holder radio button Ask for Insured’s name and mailing address Minimum Information to Report a Loss When name and mailing address provided match what is currently listed on policy, this completes Step 2 of Minimum Information to Report a Loss.

This is not a problem! I can easily look up the policy using the name of the person insured with Allstate and their mailing address!

• Use mailing address, not the one listed on policy.

Rapport Building

Tips


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All Policies and Lines for Insured

1. Ask the Claimant for the Insured’s first and last name

Minimum Information to Report a Loss: Check to make sure name of Insured matches what’s listed on this page

If the name on the policy does not match:

Ask the Claimant if this person owns the vehicle. This will help trigger whether they have additional information.

• If they cannot provide another name, attach the policy.

• If they do provide another name, 1. Click View Coverages 2. Scroll down to see if the person

mentioned is a listed driver on the policy. If they are, file the claim. If they are not, read the script from the Minimum Information to Report a Loss RA guide, then mark the claim in error on the Verification screen.

2. Click the radio button by the policy for the Insured, then click Save and Continue.

• If you receive an error message stating policy is not available and try again later, or to file a manual policy claim, click icon at bottom of screen Set Up Manual Policy.

• When policy is terminated or cancelled also file a Manual Policy Claim.

Mr./Mrs. Claimant, first I’m going to gather any contact information you have for Mr./Mrs. Insured.

• Minimum Information to Report a Loss RA guide (keywords: minimum info)

• Use FNOL Reported By Definitions RA guide to determine who is an Insure

• How to File a Manual Policy Claim RA guide (keywords: manual policy) if you need to file a manual policy claim

Tips


Guides


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Duplicate Claim Search Results

(appears when claim being filed is within 3 days of a previously

filed claim)

1. Click the blue claim number link 2. If the claim filed matches and is

completed, click Cancel Claim if the claim matches caller’s details

3. Provide claim number and claim handler information

OR

1. If the claim filed does not match or is not completed, ask probing questions (e.g., there could be multiple accidents/incidents within 3 days)

2. Click Close and continue to file a new claim for additional accident/incident

OR

1. If the claim filed matches and is incomplete, let the caller know the claim was started and continue to complete the claim.

2. Click Cancel Claim on Duplicate Claim Search Results screen

Most common Duplicate Claim situations:

• Weather related damage to multiple vehicles owned by Insured

• More than one vehicle owned by Insured involved in an accident

• Insured has multiple accidents/ incidents within a 3-day period

Claim Filed Matches & Incomplete: (rare instances)

• Cancel claim if claim was started by a different Reported By (e.g., a Claimant is calling, and the previous claim was started by the Insured but was not completed in NextGen)

• Start a new claim with the caller’s name and correct Reported By

Use RA FNOL Duplicate Claim Screen

Guides

Tips


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Policy Details

1. Click Verify Contact Information 2. Ask named Insured had any, “pain,

discomfort, or received medical attention as a result of this accident.”

Remember to ask this question even if the caller stated everyone involved is doing OK!

• Provide empathy when the caller answers the 3-part injury question

• Contact information is gathered for named Insured, even if they are not physically involved in accident.

• Do not ask the 3-part injury question for participants that were not in vehicle at time of the accident, or if the vehicle was unoccupied.

• I’m so glad Mr./Mrs. Insured is doing OK!

• I hope that cut heals quickly and Mr./Mrs. Insured feels better soon!

Participant Details

Participant Injuries: Document answer provided by Claimant for 3-part injury question by choosing correct answer from dropdown.

The steps with screenshots are below to view each part of the process in-depth.

• Do not change or edit current contact info for the named Insured

• Do not change preferred contact method

• Gender is never asked for the participant. Use context clues provided by the caller to determine gender.

• Date of birth is asked when participant is injured

Tips

Empathy Statements

Tips


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Participant Details

Injury Details Document the injuries according to what caller tells you.

If body part is not listed, choose body part that is closely related.

Click Add Injury

Injury will appear in Injuries section

Never ask if there’s been a fatality. The caller will tell you if a fatality is involved.

Ambulance at Scene: Click box if participant is treated, examined, or transported from scene via ambulance.

Admitted to Hospital Overnight: Click box if participant was admitted to hospital due to injuries from accident.

• Example for bruised knee:

• Body Part: Leg

• Injury description: Bruise/Bump

• Failure to add injuries to a claim will result in incorrect claim handler assignment

• Injuries are added to claim even when caller states:

• “It’s just a little bruise. I’m fine.”

• “I was sore yesterday, but I feel fine today!”

• “I had some minor injuries, but I’ll live. Don’t worry about adding anything.”

Participant Details

Address Field

(Participant Details)

Show Non-preferred (click +)

Add Address

Ask Claimant for Mr./Mrs. Insured’s mailing address. You must use mailing when gathering address for every participant on claim.

If mailing address provided by authenticated Insured matches what’s listed on policy as preferred, no further action needed.

If mailing address provided by authenticated Insured does not match preferred mailing address on policy: 1. Click Add Address

2. Enter mailing address that is not listed on the policy

3. Do not mark Preferred radio button

Only update named Insured (policyholder) contact information when speaking to an authenticated Insured

Third Party Examples:

• Claimant

• TPC

• Attorney

• Vendor

• Parent of Minor (unless named Insured, Listed Driver, or Policyholder’s spouse residing at same address)

• Other

Tips

Tips


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Screen Visual Steps Tips & Resources 4. Add a note in the Comment field:

Provided by Claimant

Participant Details

Phone Field


Add Phone

1. Ask Claimant for Insured’s preferred phone number. You must use preferred when asking for a phone number for every participant in the claim.

2. Ask what type of number (unless caller states type)

If preferred phone number and type provided matches what is on listed preferred phone number, no further action is needed.

If preferred phone number and/or type listed as preferred on policy does not match one listed preferred on Insured’s policy:

1. Click Add Phone 2. Enter phone number with type not

listed on the policy 3. Do not mark Preferred radio button by

phone number listed with correct type if listed

4. Do add a note in the Comment field: Provided by Claimant

Participant Details

Email


Ask Claimant for Mr./Mrs. Insured’s email address. Do not ask for type of email.

If email provided by authenticated Insured matches one marked as preferred on policy, no further action needed.

If email provided does not match one listed as preferred on policy:

1. Click Add Email

Providing an email address allows the participant to receive:

• Claim number

• Establish QFC/QFC Photographer

• Virtual Assist (VA) MOI

• Digital payment methods

Tips


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Add Email

2. Enter email provided 3. Do not mark Preferred radio button

• Claim guide videos

• Payment notifications

Participant Details

Saving Participant Details 1. Take a moment to make sure all preferred methods of contact information are correct

2. Make any corrections needed 3. Click Save

When contact information is changed during claim process, double-check for updated information is correct (mailing, phone/type, and email).

Policy Details

Click Save and Continue on the Policy Details screen.

Mr./Mrs. Claimant, next let’s talk about Mr./Mrs. Insured’s ______. (involved in the accident, damaged by the hailstorm, that was stolen, etc.) Personalize your caller’s experience.

Tips



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Policy Assets/Insured

Participants

Insured Involved Asset 1. Ask, “What is the year, make, and model of Mr./Mrs. Insured’s vehicle?”

• 2 of the three are needed to verify the vehicle.

• Choose Unlisted Vehicle if not provided.

• Choose Unlisted Vehicle if vehicle is NOT listed on policy.

• Visually check that you selected correct vehicle involved in incident.

• Claim must be marked in error and restarted if incorrect vehicle is chosen and the Save button is clicked.

• When Insured has two of same year make and model vehicle, ask if they have a VIN for the Insured’s vehicle.

Tips


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Participants

Participants

Adding Named Insured as Driver

Potential Matches

Participant Details

Adding a Listed Driver on the Policy:

1. Click Driver dropdown 2. Select Listed Driver’s name in the

Policy Operators section. 3. Click Add as Participant 4. Potential Matches screen will appear.

Click Attach. 5. Click Save when Participant Details

screen appears. 6. Click Edit by Listed Driver’s name. 7. Gather and document contact

information on Participant Details screen: o Mailing Address o Preferred Phone Number & Type o Email

• Mr./Mrs. Claimant, please tell me who was driving the [vehicle model] at the time of the accident. o If Claimant makes it clear who was

driving the vehicle, this question does not need to be asked.

• I would like to gather [participant’s name] contact information next. o Follow steps for adding a listed,

unlisted, or unknown driver for the Insured’s vehicle according to the situation.

Transition Statements


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Participants

Adding Unlisted/Unknown

Participant as Driver

Add Unlisted

Potential Matches

Policy Assets/Insured Participants

(gathering Driver’s info)

Unlisted:

1. Click blue Add Unlisted link. 2. On Claim Contacts Search screen, under

Search for Participant section, choose phone number from Search By dropdown

3. Ask for driver’s name and Preferred phone number. Document information in Notepad.

4. Type phone number for driver in Phone Number field

5. Click Search 6. Potential Matches screen or New Entry

screen will populate. 7. On Participant Details screen, click Save

and then Edit by driver’s name 8. Provides Add links to change contact

information for participant. 9. Document whether driver is related to or

lives with Insured questions at the top of Participant Details screen.

10. Ask and document 3-part injury question.

11. Gather and document contact info for the driver of Insured’s vehicle.

12. Ask for and update if needed driver’s mailing address, Preferred phone number and type, and email address.

13. Click Save.

• Use Adding Participants with Partial or Unknown Information RA guide (keywords: add unknown) to determine whether to choose Add Unlisted or Add Unknown.

• A resident relative of the Insured is no longer considered an Insured according to FNOL Reported By Definitions RA guide.

• Check RA guides regularly.

Guides


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Participants

Add Unknown

Participant Details

Click Edit

Unknown:

1. Click blue Add Unknown link. 2. Ask and document 3-part injury

question. 3. Click Save 4. Click blue Edit link to reopen Participant

Details screen for 3-part injury question.

• Only offer to set up text messaging for driver when speaking directly to driver.

• When links do not appear for adding new contact information as seen in picture to left: o Click Save o Click blue Edit button by their name

• When Participant Details screen reopens, links will be present.

Use Adding Participants with Partial or Unknown Information RA guide (keywords: add unknown) to determine whether to choose Add Unlisted or Add Unknown.

Tips

Guides


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Participants

Adding Passengers to Insured’s

vehicle

No Injuries

Adding Passengers with Injuries

1. Ask Claimant if there were any passengers in Mr./Mrs. Insured’s vehicle.

2. Choose correct number of passengers from dropdown.

3. Ask the 3-part injury question. Answer is No -- a. Select No from dropdown b. Click Save and Continue

Answer is Yes -- Passenger is listed on the policy: a. Select passenger’s name from

dropdown b. Gather & document contact

information using same approach shown for Insured

c. Click Save

Passenger is not listed on policy: a. Click blue Add Unlisted link b. Gather & document contact

information using same approach shown for Insured

c. Click Save

Passenger is Unknown: a. Click blue Add Unknown link b. Click Edit by the Unknown

Participant Driver c. Ask the 3-part injury question and

document the response. d. Click Save e. Click Save and Continue on the

Policy Assets/Insured Participants screen after documenting passenger information for Insured’s vehicle.

Mr. Claimant, next, I want to talk a little more about the accident/incident.



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Additional Loss Details

Click the blue Edit link (next to Loss Summary) to change or add any of the information located in this section.

This includes changing the Loss Type and Detailed Loss Type.


Key Facts The Key Facts sections are outlined below with specific information/directions for each field in the claim.

Reported By, Date of Loss, Time of Loss, and involved vehicle selected for the Insured cannot be changed once claim is started. The claim must be marked in error on the Verification screen in these circumstances.


Ride for Hire

Ask the caller the verbatim Ride for Hire question and document their answer.

Was our Insured's vehicle being used for transportation as a Ride for Hire, such as Uber or Lyft?

For all other third-party reported by types, do not ask – only document if mentioned.

If the answer is Yes and the caller was driving for Uber, type tnc into the RA search to locate Uber/Raise TNC Reporting Process guide. Ride share is the same as Ride for Hire.

Guides

Tips

Tips


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Authorities 1. If not mentioned during the call whether the police responded, ask if police arrived at the scene. Document the Insured’s answer via the dropdown.

2. Ask for the police report number. If the Insured does not have it or cannot locate, reassure that the claim handler will be able to assist.

• Add the name of the police dept. on scene for the accident even if caller states no, there was no report filed. Leave the Report Number field blank.

• Police reports usually start with a form of the year followed by a hyphen and numbers, e.g., 2019 -12345 or 19 -12345

• State police reports start with SP, followed by numbers.

• Remember to thank your caller for providing this info!


Attorneys

(Don’t ask but document if mentioned)

These questions should not be asked, but when the caller mentions an attorney is involved or suit papers were received, select Yes from the dropdown.

Don’t ask but document if stated: Is an attorney involved?

Select Yes if Insured mentions they/Claimant have an attorney due to the accident.

For the question, “Who is being represented by the attorney?” choose the correct answer from the dropdown.

“Add Participant and Associate to Appropriate Party” link will appear. Do not use this link.

Use Adding and Associating an Attorney RA guide (keywords adding attorney).

Guides

Tips


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Were suit papers received?

(Don’t ask but document if mentioned)

Select Yes if Insured mentions they have received lawsuit papers.

Ask the caller to fax the lawsuit papers.

Ask the Insured, “What was the name of the suit?”

Ask the Insured, “What date was the suit filed?” Use mm/dd/yyyy format to document.

Use Adding and Associating an Attorney RA guide (keywords adding attorney).


Click Save and Continue on the Additional Loss Details screen.

Mr./Mrs. Claimant, next, let’s talk about the damages to Mr./Mrs. Insured’s [vehicle].


Guides


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Insured Asset

In the Asset Damaged dropdown, select Yes, No, or Unknown to indicate whether the vehicle is damaged from the accident/incident.

Choose Unknown for vehicle damages only if point of impact is not known and vehicle is known to be damaged. Example: Claimant states they were rear-ended by the Insured, but they did not get a look at the vehicle for the actual damages. Front bumper would be chosen, then skip to remaining questions if applicable to the claim.

Insured Asset Detailed Damages

If Yes is selected from Asset Damaged dropdown, the Detailed Damages screen will appear.

Use prior knowledge given for the Detailed Loss Type to help determine the damages.

Probe for 2 additional parts of the vehicle in the same vicinity of the damages.

If caller uses words like left or right, confirm whether the damages are on the passenger’s side or driver’s side.

Do not pressure the caller if all the damages are not known. This should not feel like a checklist.

Document all damages for the vehicle accurately. Remember, the Detailed Damages screen helps determine the SMOI.

In RightAnswers, there are guides that depict the different parts of cars, trucks, SUVs, and motorcycles to help you more accurately document damages.

Tips

Guides


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Insured Asset Detailed Damages

(bottom of screen)

Ask, “Is the [vehicle] safe to drive?”

Do not use, “Was Mr./Mrs. Insured’s vehicle safe to drive home?” or “Was Mr./Mrs. Insured’s vehicle safe to drive away from the accident?”

• When damages are minor or major, use a confirming statement. o Example: I know you mentioned it

only has a tiny scratch on the bumper, so Mr./Mrs. Insured’s Accord is safe to drive.

o Mr./Mrs. Insured’s F150 took a very hard hit. It sounds like it is not safe to drive.

• Times the “Is Mr./Mrs. Insured’s vehicle safe to drive?” question is not needed: o Vehicle rolls over o Headlight(s) are damaged o Airbags deploy

Insured Asset When Claimant states Yes

The fields for Vehicle Rolled Over, Rescue Equipment Used, and Vehicle Leaking Fluids will all auto populate with “No”. Trust NextGen and do not ask these questions.

Ask if the doors open and close freely. Select the answer from dropdown.

Vehicle Towed from Scene & Vehicle Currently in Storage: do not ask, document No.

Do not ask the 100,000-mile question if it appears on screen.

Do not ask if there was any unrepaired prior damage to their car.

Do not ask the if the Insured has had an estimate written for the damages, only

Tips


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Screen Visual Steps Tips & Resources document if the Claimant voluntarily provides this information.

Insured Asset When Claimant states No

Asset Location

Ask the following questions only when they apply to the accident

• Vehicle Rolled Over

• Rescue Equipment Used

• Vehicle Leaking Fluids Example: Claimant states they rear-ended the Insured and the whole front end of their Buick is smashed in. Check to see if rescue equipment was used to get Insured or passengers out of the car, and if they noticed fluids leaking from the Buick. It would not make sense to ask if the Buick rolled over.

Vehicle Towed from Scene: If not mentioned, ask if Insured’s vehicle was towed from the scene of the accident (only if the vehicle was not safe to drive). Document using dropdown.

Do not ask, “Is there any unrepaired prior damage to your vehicle?”

Asset Location: When the vehicle is not safe to drive, the Asset Location field appears below the Estimate Already written field.

The Claimant will not usually be able to provide this information. Only document on the rare occasion the Claimant provides this information voluntarily.

Choose the location for the vehicle from dropdown.

When a vehicle is located at a tow yard, type locate the Script for Vehicles at a Tow Yard RA guide (keywords: tow yard)

When a vehicle is not safe to drive, and the caller does not have address and/or the phone number for the location, use Google to locate the information needed for the Asset Location field.

Tips

Guides


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Insured Asset Rental Do not ask the Claimant or document

anything for Rental questions on the Insured's Damage Details screen.

Insured Asset Saving Detail Damages

Click Save when the Detailed Damages screen is complete.

Insured Asset Insured Asset Click Save and Continue on the Insured

Asset screen.

Mr./Mrs. Claimant, now I would like to gather some information about your vehicle.



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Third Party Asset

On the Third Party Asset screen, you will add the information for the Claimant’s vehicle or trailer.

Each part of this screen is broken down in the following steps.

Third Party

Asset

Select Asset Type

Select Make

Select Model

Ask for the year, make, and model:

• Select the type of asset

• Type the year

• Select the make

• Select the model

Certain auto manufacturers will list Make, Make, Trucks, and Make Vans, e.g., Chevrolet, Chevrolet Trucks, and Chevrolet Vans.

• Chevrolet: Displays cars

• Chevrolet Trucks: Displays SUVs

• Chevrolet Vans: Displays full-size and mini vans

Many auto manufacturers are not listed this way -- you will only see the make. Any vehicle besides pickup trucks can be found when that is selected.

Third Party

Asset

Ask for the license plate for the Claimant’s vehicle. Select state from dropdown, then click Save.

Mr./Mrs. Claimant, Thank you for that information. Now I would like to gather your information.

Tips



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Third Party

Asset

Once Save is clicked (after adding Claimant’s vehicle information) on the Third Party Asset screen, the section for Third Party Participants and Damages appears.

Third Party

Asset Adding Unlisted Claimant Owner

Click Add Unlisted by the Owner on the Third-Party Asset screen.

In the Claim Contacts Search screen that appears, select Phone Number from the dropdown.

Ask Claimant for their preferred phone number, then type the number in the field and click Search.

If a Claim Contacts Search Results screen appears, click Attach.

The screenshot on the left shows two results with the same name and different addresses. This is unlikely. If does happen, ask Claimant for their mailing address, then select the correct one by clicking Attach.

If a New Entry screen appears, continue adding contact information for the Claimant. Click Save and Attach when finished.

The quickest way to search is by phone number.

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Third Party Asset

Claimant Participant Details

Ask the 3-part injury question and document the answer provided. Ask the Claimant who their insurance company is.

• Document answer in Notepad

• Select Insured from the “Is Claimant

Insured” dropdown

Gather and document the contact information for the driver of the Claimant’s vehicle.

• Ask for and update if needed the owner’s mailing address.

• Ask for and update if needed the owner’s preferred phone number and type.

• Ask for and update if needed the owner’s email.

Click Save The Claimant Owner’s name will be listed in the dropdown in the Owner field.

• When Participant Details Screen appears, you may need to click Save, then click Edit by the Claimant’s name to reopen the screen if the Add buttons are not shown for each contact information field.

• When selecting a different mailing address, preferred phone number, or email listed on the Participant Details screen, click the Preferred radio button.

• Click Edit next to the participant’s name to verify you have the correct information marked as Preferred.

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Third Party Asset

Text Messaging

Text messaging is offered to the Claimant when a mobile number is provided.

The caller is the only person who can set up text messaging on their phone, on their participant screen. If a caller states they want to set text messaging up on a different person’s phone, politely tell them you are not able to. However, the other person can speak with the claim handler, and the claim handler can set that up for them. 1. Read verbatim text messaging script to

the Claimant. 2. Mark checkbox stating that you confirm

reading above script to owner of mobile number.

3. Click Accept.

The Text Messaging - Common Issues and Resolutions RA guide (keywords: text issues) can assist with issues setting up text messaging for the customer.

• When Claimant replies “Yes” to the text, they will receive information regarding their claim including the claim number.

• Claim handler will not text questions for participants in claim.

• Allstate never charges for text messages. Any charges are based on caller’s service plan.

Important -- Adding a phone number with mobile number type to a policy for first time:

1. Click Save new number 2. Click Save on Participant Details screen 3. Click Verify Contact Information or Edit

for any other Participant in the claim to reopen Participant screen

4. Setup Text Message link will appear

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Third Party Asset

Adding Unknown Claimant Owner 1. When the Claimant does not have the name and at least one method of contact information for the Claimant, click Add Unknown.

2. A “Message from webpage” box will appear asking the question, “Do you want to add the role of Driver to the Unknown Claimant Driver?” Click OK to add the role of Driver or Cancel to keep as Claimant.

3. Choose OK and NextGen will add Unknown Participant as Owner and Driver of that vehicle. Choose Cancel and only the Owner will be listed as Unknown.

4. Click Edit by Unknown Participant if they were involved in the accident as a driver or passenger. Ask the 3-part injury question and document answer in claim.

5. Click Save.

Third Party Asset

Adding TPC (Third Party Carrier)

The “Add Third Party Carrier” link will appear after a Claimant Owner is added to the claim. 1. Click the link. 2. Click the dropdown at the top of the

Claim Contacts Search screen see if the TPC is listed. a. If the TPC is listed, click the name. b. If the TPC is not listed, type the

name of the insurance company in the organization field and click Search.

• Gathering and documenting TPC information during the claim will help expedite the subrogation process.

• When searching for a TPC, do not use acronyms, such as AAA. Using full, correct spelling is important.

Use the Adding TPCs FNOL Users (keyword: TPC) RA guide for help in adding and uncommon TPCs to the claim.

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Third Party Asset

Gathering TPC Information Gather and document the following:

• Policy Number

• Claim Number

• Adjuster’s Name

• Adjuster Type (If known by the caller)

When a claim number and/or adjuster are known, click the (+) next to Additional Adjuster Information. Ask for and document the information for each field in this section. This will help the Claim Handler at Allstate better assist the Insured with the claim. If the caller does not know the information, reassure them that is OK.

When finished gathering TPC information, scroll to the bottom of the Participant Details screen and click Save.

Third Party Asset

Adding Claimant Driver

1. Select Claimant’s name from dropdown when Claimant Owner is Driver, too.

If you selected Add Unknown:

• Click OK to question, “Do you want to add the role of Driver to the Unknown Claimant Driver?”

• You do not need to do anything further for the driver of the Claimant’s car.

2. The steps to add a Driver are the same as adding the Claimant Owner when the Claimant Driver is different than the Owner.


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Screen Visual Steps Tips & Resources Follow steps for adding passengers on the above section Policy Assets/Insured Participants.

Third Party Asset

Add Passengers

Passengers are Injured

Passengers are not Inured

1. Ask the Claimant if they had any passengers with them at the time of the accident.

2. Select the correct number of passengers from the dropdown.

3. Ask the 3-part injury question. 4. Choose answer from the dropdown. 5. Passenger name and contact information

is only gathered when they passenger is injured.

Mr./Mrs. Claimant now let’s talk about the damages to your [vehicle].

Third Party Asset

Third Party Asset Damages Choose the correct answer for Asset Damaged from the dropdown. Unknown should only be used if damages or point of impact are not known by the caller.



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Third Party Asset

Detailed Damages 1. Ask the Claimant where the damages are on the [vehicle model].

When the caller uses words like left or right, confirm whether the damages are on the passenger’s side or driver’s side. 2. Document all damages for the vehicle

accurately. Remember, the Detailed Damages screen helps determine the SMOI.

In RightAnswers, there are guides that depict the different parts of cars, trucks, SUVs, and motorcycles to help you more accurately document the damages.

Third Party Asset

Detailed Damages

(bottom of screen)

3. Ask 100,000 question if it appears for Claimant’s vehicle.

4. Ask, “Is the vehicle safe to drive?” Do not use, “Was the vehicle safe to drive home?” or “Was the vehicle safe to drive away from the accident?”

5. Ask if the vehicle was towed from the scene when applicable to the claim.

6. Ask if the Claimant has had an estimate. Remember to personalize the question – Mr./Mrs. Claimant, this accident happened this morning, so you probably have not had time to set up an inspection, correct?

7. Click Save.

When damages are very minor or major, use a confirming statement:

• I know you mentioned it only has a tiny scratch on the bumper, so the Accord is safe to drive.

• The F150 sounds like it had quite a bit of damage. It is not safe to drive, correct?

Times the “Is the vehicle safe to drive?” question is not needed:

• Vehicle rolls over

• Headlight(s) are damaged

• Air bags deploy

Questions below the prior damage question can be answered if the Insured mentions the information during the call.

Guides

Tips

Confirming Statements


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Third Party Asset

Saving Third Party Asset Click Save and Continue. Mr./Mrs. Claimant, one moment while I check on important information about your claim.



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Participant List/Coverages

Accessing Coverages Click View Coverages at the top of the page.


State Specifics

Determine whether state specifics need to be discussed and/or documented with the Claimant.

Use the Compliance Heave State Specifics guide in LON. When discussing/documenting coverages and state specifics with the Claimant, use the Windows and left/right arrow keys to split the screen.


Saving Coverages

1. Discuss and document state specifics if they apply using the Compliance Heavy State Specifics guide

2. Click Save and Continue

When a state is not listed on the Compliance Heavy State Specifics guide, you do not need to do anything with the state specific link.

Tips

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Participant List

Click Continue.

Verification

Click Data Capture Complete. When a red error message appears on this screen, read it carefully.

• Avoiding Common Claim Errors guide in LON is helpful with error messages found throughout the claim process.

• Not following the exact steps on the Compliance Heavy State Specifics guide will also cause this error message.

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Wrap Up

Check the Compliance Heavy State specifics guide to see if an MOI is scheduled for Claimants in the state where the loss took place.

If the state where the loss took place is not listed, choose No Inspection Needed --Process Does Not Require Inspection.

Compliance Heavy State Specifics guide in LON

Wrap Up MOI/SMOI When the state where the loss took place requires an MOI to be scheduled, it is imperative to the claim process to schedule an MOI for the Claimant.

Remember to use the 3-2-1 Method.

• MOI Flow Chart guide in LON

• RA guides:

o FNOL Schedule Now Schedule Later or No Inspection Needed (keywords: now later)

o 3-2-1: Presenting MOI Features and Benefits (keywords: 3-2-1)

o MOI Tips for Handling Objections (keywords: moi tips)

o MOI Assignment Type (keywords: inspect only)

o QFC Assignment (keywords: qfc assign)

o QFC Demonstration (keywords: qfc demo)

MOI needs to be scheduled even if the customer has an estimate from a body shop.

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Wrap Up Claim Handler/Claim Number We do not provide Personal Injury Protection claim handler’s information.

Wrap Up Wrap Up Scripting

The claim number must be read on every claim.

Claim Handler information will be sent to Claimant when they have provided an email address.

Only read Modified Scripting (If the Insured has provided an email address script) if:

• The Claimant has provided their email address when gathering their contact information.

• It is not a commercial auto claim.

• An attorney is not involved in the claim.

Read entire Wrap Up script if:

• The Claimant did not provide an email address

• You are not speaking to the Insured or Claimant

• It is a commercial auto claim

• An attorney is involved in the claim


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Wrap Up Additional Notes/Complete Claim

This section should only contain information:

• That was not added during the claim process

• Documentation stated from the Compliance Heavy State Specifics guide

• Documentation stated by any of the guides in RA that state add a file note or document in the Additional Notes section.

Click Complete to finish the claim. Liveops FNOL agents never clone claims.

• Only document state specifics information when instructed to do so from the Compliance Heavy State Specifics guide or another guide in RA.

• If MOI is required for the Claimant's vehicle per the Compliance Heavy State Specifics guide, be sure to click the red X on the MOI Confirmation screen before clicking Complete.

Tips

allstate fnol: claimant claim outline

Documents