Resolution Solution Quiz

ORC Scenario: Reported by TPC - Date of loss 10/17/24

• Renter: Named Insured

• Rental date(s): 10/10/24 - 10/15/24

• Purpose of trip: Unknown

• Permissive driver listed on contract: NA

• Additional insurance purchased: NO

• Unable to reach anyone.

• Defer

• Escalate

• Complete Task

ORC Scenario: Reported by TPC - Date of loss 10/17/24

• Renter: Name Insured

• Rental date(s): 10/10/24 - 10/15/24

• Purpose of trip: Personal prior claim 1234567891

• Permissive driver listed on contract: NA

• Additional insurance purchased: NO

• Unable to reach anyone.

• Defer

• Escalate

• Complete Task

ORC Scenario: Reported by Insured. Date of loss is 10/11/24. Rental vehicle is a 2024 Chevy Malibu from ERAC. Name insured was driving.

• Renter: Unknown

• Rental date(s): Unknown

• Purpose of trip: Unknown

• Permissive driver listed on contract: NA

• Additional insurance purchased: Unknown

• Defer

• Escalate

• Complete Task

• Make contact to obtain information.

ORC Scenario: Reported by Named Insured - Date of loss 10/12/24. 2025 Toyota Camry from ERAC. Driver is the name insured spouse that is not listed on the rental contract nor the Allstate policy.

• Renter: Name Insured

• Rental date(s): 10/10/24 - 10/15/24

• Purpose of trip: Personal vacation

• Additional insurance purchased: No

• Defer

• Escalate

• Complete

• Make contact to obtain information.

Scenario: Unlisted vehicle

Reported by TPC.

Our Named Insured is the driver.

Police report indicates vehicle is owned by Jane Doe and she is not listed on policy.

• Defer

• Escalate

• Complete

• Make contact to obtain information.

Scenario: Unlisted vehicle

Reported by Named Insured.

Our Named Insured is the driver.

File notes indicate the Named Insured was driving sister's vehicle. No additional information provided or available on claim tree.

• Defer

• Escalate

• Complete

• Make contact to obtain information.

Scenario: Loaner Vehicle

Reported by insured.

Dealership contact information available on Claim tree.

Loaner agreement not on file.

• Call insured and escalate even if you did not reach anyone.

• Call insured and dealership and escalate even if you did not reach anyone.

• Call dealership and escalate even if you did not reach anyone.

• No call required, escalate.

Scenario: Unlisted Vehicle reported by claimant as a Walmart Semi-Truck driven by our Name Insured.

• Make outbound contact to obtain Walmart information. Mark Unknown complete, and escalate/add Borrowed even if no contact was made.

• Mark Unknown complete, Escalate/add borrowed with no contact.

• Make outbound contact to obtain Walmart information and defer as you received no answer.

• Mark Unknown complete and add borrowed.

Scenario: Manual reported by TPC. and policy number provided. Alleged Name Insured does not match the name on the policy provided. Policy provided was terminated prior to date of loss. The YMM of the involved vehicle was listed on the terminated policy. No other relevant policy located.

• Escalate no calls needed.

• Make outbound contact to obtain more information and defer if no contact was made.

Scenario: Manual with unknown YMM.

Located active policy with name and address matching the alleged Named Insured but vehicle is not listed. Your outbound contact attempts to obtain vehicle information were unsuccessful.

• Mark Manual complete and add the Unknown Vehicle task and defer.

• Mark Manual complete, request upload of policy and add Unknown Vehicle task and defer.

• Defer the Manual task.