Team Huddle

Team Huddle

Guess That Person

1. General Reminders

2. New Information

3. Office Reminders

4. Housekeeping

New Information:

June

July

July Team Performance

- CSAT: we went down 11% from June

- Cycle Time: down by 2%

- IA Usage: down by1.1%

- ADH: ^ by 6.6%

Phone Stats:

Last month we....

311 answered calls

38 missed calls (down almost half of last month)

301 Salesforce cases

Charleston Office Stats:

3rd for CSAT

1st for Cycle Time

1st for IA Usage

1st for ADH

4th for TLE

Outlining Next Step should look like this:

- Setting up MOI and discussing what this looks like

Ex: If the member chooses open shop- then explaining they will need to get an est, we review it, then they can set up a repair date with the shop

- Discussing Rental needs/ setting up Rental if needed

- Advising of Adjuster information and claim number

Things you need to be confirming with the member and CLMT @ first contact:

• FOL (who, what, when, where, and how)
• Injuries
• Damages (should be asking for photos)
• SOC
• Rental
• DED

Once we have MOI we should be outlining a timeline for the member or CLMT on what the next steps will look like **This conversation should be included in your note**

- Should also be discussing the supplement process upfront

Notables:

- MOI: if we do not recieve the estimate within 48 hours of the assignment being made or the vehicle being dropped off at the shop, then we need to be following up with the shop

-Keep the member updated if there are any unexpected delays with shops or vendors

PPSP Assignments in GW

Notables:

- Be sure to include a copy of est and supplement in your payment emails

-We should also be cc agents to keep them in the loop

- Members should also be kept up to date on any 3rd party payments

Notables:

- Per best practices, we should be making weekly follow ups with shops during active repairs

- Any new information from the shop should be relayed to the member

- If repair date is set more than a month away- be sure you are checking in with the member prior to repair date to ensure everything is still on track

As you all know, a large project has been underway for several months around PURE’s preferred service provider network, working to get the vendor search integrated into Guidewire from Salesforce.

What’s New:

Along with these changes comes a slight change in how we are selecting and adding our service providers to Guidewire via the “Loss Details” and “Services” screens.

HO Policy Changes:

In Salesforce:

Complete your search for PPSP in Salesforce as you do today.

- Select the top Service Provider from the list

In Guidewire:

Once selected, navigate back to Guidewire, to the Loss Details screen:

In “Loss Details” screen:

- Input the details of the loss selecting what is applicable to your claim

- Select “Assign to XactAnalysis” button in the bottom right corner

There have been a quit a few updates made to the HO policy.

Moving forward:

- Now more than ever, we need to be READING THE POLICY before advising of coverage

- Many coverages will be listing the limits on the dec page instead of within the language itself

- New definitions have been added, and many have been updated to be more specific

Additionally, I wanted to highlight the sections that will be most pertinent, Contents and Special Limits of Liability

In “Assignment Details” screen:

- Complete the “Relates to” box as you do today

- Select the “Services to Perform” as you do today

- NEW: if the Service Provider is a part of a manages repair network (AKA they belong to Sedgwick or CORE) you will now select the service provider company, you will no longer select Sedgwick or CORE.

TLE Update

It is required that you offer Hi Marley if the 'Enroll in Hi Marley' checkbox is available at FNOL. If you offer and the caller is not interested, be sure to indicate that in your FNOL note.

Complete the instructions to vendor as you do today noting:

o (If being done at FNOL) MA contact information

o Handling Adjuster and their contact information

o The Service Provider you would like have assigned

o Services requested

August Competition

We will be having a little friendly competition amongst our team for the month of August to see who can create the most HiMarley Cases!

The winner will get a $25 gift card of their choice

-Effective immediately, we should no longer be inputting $1.00 for the repair cost and ACV when making a TLE assignment

- It is critical, that once the estimate and ACV (CCC MVR) come back, that the adjuster updates these figures in the appropriate field in Guidewire

Starting 8/3

Ending 8/31

When You Should Be Using Torrent Okta Tile

Sharefile Link:

https://purehnw.sharefile.com/share/view/s76640e444a5d4775a083e15c14140a70

If there is a HO Flood loss reported to us we will need to check and see if the member has PURE Flood in Dragon

CAT Flood

This can be found in the - Property > Flood Folder

Member Gift Ideas

Claim Assignment

- Any time you have a flood claim you should ALWAYS be asking the Flood Questions found in Sharefile

- These questions will help determine which Flood Type and which MOI will be needed

Once we confirm the member has PURE Flood coverage then we can go in to Torrent Okta tile and file a flood claim

aannddd goooo

The Claim Assignment Logic document has been updated to reflect all of the Member Service Requests that are handled by Risk Management Services

Should you receive a call on one of these services, you should WARM TRANSFER the call to RMS. If you receive a request through Salesforce, you can reassign the case to RMS General Inquiry.

Housekeeping Things

Closing Reserves: If repairs are booking out months in advance then we can close the exposure and still pay out the supplement

Hi Marley:

Should be offered on all eligable FNOL calls

Add blurb to FNOL Emails

General Reminders:

Employee Referral Program: $1,500 Referral Bonus if the person you refer is at PURE for at least 6 months- Hiring for October AMA Training Class

BBQ @ Joes Tomorrow!!

Office Updates:

- Flood OKTA Tile: now available- be sure to click on it to make sure you have access in the event a flood claim is reported to you

- Be sure you are adding non Enterprise Rental Reservations to GW

- NJ Auto Letter: this letter is required on all NJ auto claims and should be sent at FNOL and can be found in Guidewire

- Brokers on FNOL emails: copying the broker on every FNOL email

- HiMarley: should be offered on every FNOL call w/ member

- Be sure to be checking the updated Who to BCC in Sharefile (link is in our last huddle notes)

- Hawaii CAT Code: CAT: 2362

- If a member is submitting a claim for evacuation only please be sure to code it as Other-Mandatory Evacuation

- Review PPSP Assignment in GW (Link in our last huddle notes)

Other Fun Things:

8/24: Backyard BBQ

- PURE Spotlight Hr Podcast

-PURE Fantasy Football 2023 Signups

- Deep Dive with Katie Krum | Building Your Own Brand