Jakobis Contact Quiz

When working an Obtain Rental Contract task, when should we contact insured on all available numbers?

• On 3rd touch

• If insureds preferred number is invalid.

• If we are unable to leave a voicemail on the preferred number.

• 1st touch if the vehicle is a loaner vehicle.

On Unknowns and Manuals, we would waive contact to the TPC...

• the TPC filed the claim through the TPC Portal.

• if its documented they do not have any information for Allstate.

• when there is no policy or claim number for TPC.

• if they provide claimant contact information.

On 1st touch Unknowns, We should be calling?

• INS, INS driver, CLMT, CLMT driver on preferred numbers; TPC, Agency if Ins has no valid numbers or unable to LVM.

• Insured & Claimant on all numbers, TPC, Agent if insured has no valid numbers/Unable to LVM.

• Insured Preferred Number

• Ghostbusters👻🚫

True or False:

2nd touch Unknown's & ORC's are always text and email only.

• False

• True

Answer explanation

If the prior touch documents that the numbers for insured were invalid OR they were unable to leave a message on any of the numbers for the insured- we should call the insured/insured driver as well as the agency(if this was not properly done on 1st touch)

When should we call the insured on an attorney represented claim?

• When instructed by the attorney that it is okay to contact the insured client regarding coverage issue.

• When there is no LOR on file.

• If the attorney is representing the claimant.

• Never. You will go to jail.

True or False: On Tow Only EFT and Glass Only EFT failed claims, we should be sending no coverage emails to the insured and agency.

• True

• False

We should call _______ to request the bill of sale if the vehicle is determined to be an added vehicle with a written date and time after the date and time of loss.

• Insured on all numbers; the agency- but only if they have a policy in NY or CA, or we were unable to leave a message on the insureds numbers or no valid contact information for insured.

• Insured on all available numbers.

• Insureds preferred number; The agency-but only if the insureds policy state is CA, or we were unable to leave a message on the insureds contact or their contact was invalid.

• Insured on their preferred number and the agent if we were unable to speak with insured or their contact was invalid.

True or False: If there is no phone number or email showing in NextGen for the insured, but we have a valid policy number, we should send a GENC001 contact letter and defer the task.

• True

• False

Answer explanation

If we have a valid policy number, check mainframe for any additional contact information for all listed policy holders- Searching the phone number or contact card for other policy holder/operators in NextGen could also reveal an email address for insureds. If no valid numbers or emails listed- we should contact the agent if one is assigned.

If someone from Express or MCO documented that they left a message with insured/claimant 10 min prior to your touch, we can defer the task and note contact already attempted.

• False

• True

Answer explanation

We should complete our contact attempt per standard process to ensure proper parallel handling with the handling team/adjuster. We would only waive contact in this case if advised by leadership.

On what touch/attempt should we call all relevant participants on all available numbers when working manuals?

• 3rd Touch

• 1st and 3rd Touch

• 1st, 2nd, and 3rd Touch.

• 4th Touch