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Offer more details on coverage renewals via app/online

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How can we better market Real Time Review within the application

Explain what the feature is and won't have to be part of the reps phone calls with them

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Theft is the highest percentage of fast path claims

Need them to fill out content spreadsheet (can we offer this online for them to fill out?)

Details around what items were stolen

Schedule jewelry

Upload their appraisal /receipt

Police report number should be captured at FNOL

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Potential areas we can try to fix

The adjusters a lot of the time have the wrong contact information for the claim holder either email or phone number.

Potentially added a area in estatus for the user to confirm if the contact info we have on file is accurate. If no send them over to eservice to adjust it.

Section to confirm best time to call, once again if it needs to be adjusted potentially send user to other portal

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Asks for claim number - can we set expectations for what information to have ready when they call?

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Payment preferences online and the ability for them to verify Direct Deposit information

Set expectations for when they can expect to see the payment hit their accounts once it is issued

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Doc upload instructions

What pictures to upload that help move the process along

Itemized list for supplements / receipts

Multiple docs at a time

Labeled receipts

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Issues that people majority of the people call about

Information and confusion about the deductible

People have trouble signing up to view their eclaim

People have confusion and trouble with understanding payments. Maybe we can try to figure out a better or easier way to represent this in status.

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Request call back functionality vs set expectations for when we'll plan to call them

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Customer waiting on logging FNOL based on not sure if the loss is covered

How do we better set when to log a claim expectations and what is covered

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What is my deductible?
How is this claim going to effect my rates?
How do I sign up for Direct Deposit?
Where can I find information on my policy? (Deductible Info., Exclusions, Endorsements)

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Policyholders have a lack of coverage knowledge....property involves a lot more specifics

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How do we set better expectations upfront for what data and information is expected to help guide streamline the process

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How long will a payment take?

After a payment is issued/sent it typically will take x days

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Can we put the typical Adjustors business hours online to set expectations around availability

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- Educate user on mitigating own damages
- Provide policy online??
- Confirm contact preferences/best time
- Confirm payment details
- peril-specific FAQs
- Push Contents collaborate
- Set expectations for weekend hours/adjsuter's business hours
- Provide timeframe for receiving payment
- Set expectation upfront on all of the data required
- Pre-FNOL guide the user on logging a claim and if it's covered
- Request a call back from adjuster
- Explain deductible well through help text/design
- Explain payments process (who covers addt cost of repair?)
- Make it easier for user to add additional damages even after claim is closed
- Improve eService reg process
- Improve cvg/policy renewal communication
- In CR component, add note on data needed for call
- Modify doc upload content for theft
- Explain & market RealTimeReview
- FAQ - how will claim affect my rate?
- Self-service rate impact tool
- test direct deposit
- Make it easier for scheduled jewelry claims
- Handle claim denials
- Promotion of endorsements

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Data Integrity from online FNOL:

Loss Categories are often wrong -

Selecting the wrong exposure - items are listed as PPUN when they should have selected BLDG.

Phone Numbers - data seems inaccurate, number not in service or just wrong.

HO claim v. Liability - customers are not sure what to select? Seem to be getting HO claims that should be general liability

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A lot of their phone calls are related to follow ups - is there a way to generate a follow up via the web site (Push Notification) or some sort of electronic reminder that they are waiting on X.

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Activities - they get 4 activities for every claim - doesn't use the Real Time Review activity - deletes and the creates a new one if she ends up doing one. Most of the time the customer is not at home when she talks to them or doesn't have the technology she needs (Skype, Facetime)

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What types of things do customers call you about:

Call for general help with the website

Help with uploading documents (or call to confirm we got them)

Next Steps and Status are their highest call volume - customers are unsure what to do next after they received an estimate, questions about their deductible - what is it, how does it apply to the claim (once or for every bill they need to pay, does it work like a Health Ins Deductible)

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·       Upload multiple files simultaneously

·       Photos being displaying in some type of carousel (for user and for reps).

o    Pain for the rep to open up each picture individually and go back and forth. (not customer facing issue).

·       Doc upload instruction so that claim isn't delayed for 'street delivery'.

o    What to take pictures of.

§  Source of damage

§  What is damaged

§  Extent of damage

§  Measurements (dimensions)

o    Possible Video?

o    Street delivery delays a claim by a day or two.

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·       Estimated time until they will be contacted. NEXT STEPS

·       Does the customer have a preferred contractor? Speeds up the estimate process.

·       Contractors. Getting in touch (options for them to reach out directly). They don't know who to call.

o    Maybe a number or a list?

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·      Area to see estimates. Lots of questions around estimates and how they affect payments and deductibles.

·       Allow customers to choose how they would prefer their payment being returned.

·       More clarity on deductible and what it means. How it is going to apply to their claim & payment.

·       What we do cover and don't cover (no self-repairs, etc).

·       Paying certain things at cash value, others at not.

·       Recoverable Depreciation questions. Questions post payment. Payment questions in general.

·       What is covered for how much. What deductibles are. Spoiled food, etc.

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·       Problem navigating the site.

o   Can't easily see what they need to do next.

·       Ability to update contact preferences (wrong numbers). Confirm correct numbers.

o   Mailing addresses as well. (checks go to wrong location).

·       Reps don't trust that the customers filled out data correctly as they don't have everything in mind (flooding in basement... any wood damage? Any furniture damage? etc).

·       FAQS dependent on type of claim? Theft vs Water vs Wind.

·       Contents Collaboration - Reps love it.

o   Push this.

o   Lifecycle of claim is sped up several days. No transcribing (2 days), prevents claim inflation (addition of extra items), information is there for the rep.

·       Set expectations that reps won't get in touch on the weekend.