ccms skype virtual inspection training guide · a cloud-based file system (there are both free and...

1 | C C M S S k y p e V i r t u a l I n s p e c t i o n T r a i n i n g G u i d e

1497 Main St Ste 170 Dunedin FL 34698 / 727-234-1967

www.ccmsclaims.com / [email protected]

CCMS Skype Virtual Inspection

Training Guide

Update 04/06/2020

Alex Gallegos




Overview To overcome the issue of social distancing and insurance property adjusters performing interior

inspections, we recommend this protocol for the Field Adjuster to enlist the insured’s assistance via the

Skype mobile app.

The Field Adjuster can perform the physical exterior inspection of the damaged property and, may also

perform the services of interior inspection by guiding the Insured on their mobile device, via Skype

https://www.skype.com/en/get-skype/download-skype-for-desktop/.

The insured will video conference on their mobile device with the Field Adjuster and assist the Adjuster

by following their directions on what photographs to take. The Field Adjuster will need to “coach” the

insured in taking the required images to help identify the damages being reported. It is also possible to

save the video recording of the inspection within the app.

Field Adjuster Equipment Required:

Skype - a free app used worldwide and distributed by the Microsoft Corporation. (Skype for

Business is a different platform and will not work) The mobile app can be found on Google Play

for Android and App Store for iOS. Every Adjuster will be required to install and be able to

intelligently operate the software. *You can use your Microsoft account login if

available*.https://www.skype.com/en/get-skype/download-skype-for-desktop/

A cloud-based file system (there are both free and paid versions available) such as: Dropbox, MS

OneDrive, Google Drive, Box, etc. will be required.

Fully functioning and charged internet connected mobile device. Review your equipment and

mobile device – ensure that you have the latest updates in place and available memory to

perform inspections and store all photos and videos that you take. You will be relying on your

mobile device to assist you in performing communications and inspection services so also

ensure that your device is fully updated and charged.

Key Questions When Scheduling Your Inspection

Do you have a “smart” mobile phone? (unsupported devices are attached to this document)

Do you have Wi-Fi – If no, we need to advise them that data could be consumed.

Do you have an active Skype account? If NO > “can you or is there someone available to assist

installing Skype on the mobile device? If NO > ask if we could assist with installation. If they

agree, send an email to: /[email protected]/ with Insured name, claim #, email address,

mobile contact.

Do I have your consent to potentially record some or all our conversation? (We will remain in

compliance in 2 party privacy law states)

If you are unable to determine the availability of the Insured to perform the VII, notify your Manager to

review and assist.




Skype Procedure Call the insured prior to the inspection for scheduling and to answer any protocol questions. You

should also ask permission to test a call via Skype to verify that the insured has a working

knowledge of the app prior to you arriving at their property.

Advise the insured of your arrival at their property. Determine if the exterior or interior

inspection is to be performed first with the insured.

Invite the insured from your Skype mobile app using their mobile number.

Select “Invite to Skype” to send an invite to the insured

Video connection established: video screen quality should be exceptional. Both caller and

Receiver should see each other clearly.




Verify the quality of the video call once connected with the insured

Insured advised to “flip” screen to take photos.

Shut off the video camera function to be able to take full screen photographs.




Take a photograph by selecting the “capture” icon.

Press the capture button in the bottom left to save a photo of what’s on screen




Qualify information by capturing an image of Identification or a property bill.

View photos and choose photos. Note that all photos are able to be viewed by both parties

when an image is taken and, they remain available after the call is terminated.

Select the folder button in the top left to view the photos taken

Viewing saved photos

Chosen photos are to be “saved” on the Field Adjusters mobile device, then transmitted to their

cloud-based file server.




Example of saved photo

Miscellaneous and Examples

How to end call




Menu icons and operation

Caller icon




Ellipsis menu

Ellipsis menu options




Overview screen of video call

Messaging through the app and asking for more photos




Example Photos

Example photos taken from Skype on an Android device

Example photos taken from Skype on an iPhone

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