The Post-Claim Call Center’s primary purpose is to automate the outbound call to the insured, to ensure prompt first contact, and to provide the insured with critical information about their claim.  This service is capable of sending thousands of calls per hour and eliminates typical triage bottlenecks by relieving the adjuster and administrative personnel from this time-consuming task. Detailed reports on each call attempt are provided in real-time, allowing you to provide your clients and other stakeholders with current reporting on insured contact.  All call attempts & results are auto-logged in the iLog notes, located within the “Notes” tab of the claim record, as well as the Call Center reporting module. When a call is “successful”, the date of that call is entered into the “Initial Contact” date field on the claims “Dates” tab, and then the claim is flagged as having had the insured contacted.  This article provides detailed information regarding the Post-Claim Call Center utilizing a single campaign.

Generic Call Script:

Automated Message without Questions:

**Note: For the plug-in values such as "Client Claim Number", "Adjuster Phone Number", and "Adjuster Phone Number Extension", if there are values, then it will read that information. If it does not have a value, then it will not read it.

Example:

If there is a Client selected in the "Client" field within the claim, the script will read as:

Automated Voice:

“Hello. (Client Name) has received your property claim. This is (Company Name) calling on their behalf. Your claim number is (Client Claim Number).  Your claim has been assigned to (Adjuster Name), telephone number (Adjuster Phone Number), extension (Adjuster Phone Number Extension), who will contact you within the next 24 hours to discuss your claim. Thank you.”

If no value has been selected within the "Client' field for the claim, the script will read as:

“Hello. Your Insurance Carrier has received your property claim. This is (Company Name) calling on their behalf. Your claim number is (Client Claim Number). Your claim has been assigned to (Adjuster Name), telephone number (Adjuster Phone Number), extension (Adjuster Phone Number Extension), who will contact you within the next 24 hours to discuss your claim. Thank you.”  “Please hit the pound key to repeat this message.”

Repeats condensed message:

“Your claim number is (Client Claim Number). Your adjuster is (Adjuster Name), telephone number (Adjuster Phone Number), extension (Adjuster Phone Number Extension). Goodbye.”

NOTE:   After you hit the # key, the condensed message will repeat. With the Call Center, after it says, “Please hit the pound key to repeat this message”, you get 5 seconds to hit the # key for it to repeat the condensed message. If the # key is not hit within the 5-second time frame or if the * key is hit instead, the call will end, and it will automatically hang up. If you happen to hit the # key BEFORE “Please hit the pound key to repeat this message.” is read, the call will be terminated as well.

Generic Call Script with Questions:

(They get 5 seconds to answer, if don’t answer, it will continue to next question, and mark that answer as no response)

Automated Message with Questions:

Hello. This is (Company Name) calling on behalf of your insurance carrier (Client Name). We are currently working on the claim you submitted for your loss on (Loss Date). [If Client Claim Number exists] Your claim number is (Claim Number). [If Policy Number exists] Your policy number is (Policy Number). Should you have any questions, please contact your adjuster (Adjuster First Name Last Name) at (Adjuster Primary Phone Number). Please have you claim number handy when calling. Again, your claim number is (Claim Number). Please do not hang up. To continue in English, press one. Para continuar en espanol, o prima dos.

Question 1: 

Are you the named insured on the policy? Press one for yes or two for no.

Question 2: Are you able to live in the property at this time? Press one for yes or two for no.

(If no is answered, the “Uninhabitable/Needs ALE” flag will be selected on the claim and will be displayed under this widget on the dashboard.)

Question 3: Do you have a tree on your home or any other structure at this time? Press one for yes or two for no.

(If yes is answered, the “Tree on Building” flag will be selected on the claim and will be displayed under this widget on the dashboard.)

Question 4: Is your roof leaking and in need of a tarp install? Press one for yes or two for no.

(If yes is answered, the “Needs Roof Tarp” flag will be selected on the claim and will be displayed under this widget on the dashboard.)

Question 5: Is this the best number for our representative to call you back on? Press one for yes or two for no.

If 1 is pressed, the next message is: “A representative should contact you within forty-eight hours. Thank

You. Good-bye.”

If 2 is pressed, the next message is: “What is the best number to call you back on? Please enter your ten-digit phone number.”

Then after the phone number is entered, the next message is: “A representative should contact you within forty-eight hours. Thank You. Good-bye.”

Then the VoiceShot API automatically hangs up.

Manage Call Center Page

The "Call Center Manager" page allows you to select and manage your default preferences regarding the call center.

Call Center Tab:

• Automated Call Settings:
  1. This is defaulted to not be selected when your site is first configured, so it is not activated until you are ready.
  2. Once you are ready and want the Call Center to automatically initiate calls once the claim meets the required conditions, check the box.   Otherwise, see the “Manual Call Settings” section for manually initiating calls out of ClickClaims. 
     • When selected, the window for automatically initiating calls from the Call Center is from 10:00 a.m. until 8:00 pm Eastern time by default.   A site administrator can modify this timeframe from the “Start Time” and “End Time” fields.
• Manual Call Settings:
  1. Off: The manual call button will be displayed in gray on the claim’s "Summary" tab and will not be available.

1. On: The manual call button will be displayed in orange (for applicable users ONLY) on the claim’s "Summary" tab.
2. ON with Condition: The manual call button will be displayed only when the claim meets the conditions of the auto-call send rules on the "Manage Call Center" page (i.e.: Adjusters, Clients, Events, File Types).

Auto Call Send Rules:

• Adjusters: Defaulted to apply call center settings for all adjusters. To only have the call center active for certain adjusters, move them to the “Associated Adjusters” section on the “Adjusters” tab.
• Clients: Defaulted to apply call center settings for all clients. To only have the call center active for certain clients, move them to the “Associated Clients” section on the “Clients” tab.
•  Events: Defaulted to apply call center settings for all events. To only have the call center active for certain events, move them to the “Associated Events” section on the “Events” tab.
• File Types (Catastrophe/Daily): Defaulted to apply call center settings for all File Types. To only have the call center active for certain File Types, move them to the “Associated File Types” section on the “File Types” tab.

Claim Requirements to Initiate Call Center:

1. The claim must have at least 1 phone number for the insured with NO extension information included. The call center will initially dial the number marked as the “Primary” number. If that fails, the system will attempt to place the call to the insured’s next listed number and continue for each number available. If all numbers fail, (not answered by human or answering machine), it will be sent to the Failed Queue.
2. The claim must have an adjuster assigned.
3. The claim must not have data populated in the “Initial Contact” field on the claim’s “Dates” tab.

Creating a Claim:

1. Claims meeting the auto-call rules criteria will have the call sent automatically upon any of the following claim triggers:
   1. Add New – Single:  If the “Adjuster” field is populated prior to selecting the “Create New Claim” button from the “Add New – Single” module, accessed from the “Claims” menu bar button.
   2. Add New – Batch:  If the “Adjuster” field is populated prior to selecting the “Create New Claim” button from the “Add New – Batch” module, accessed from the “Claims” menu bar button.
   3. Policy Repository:  When applicable, if the “Adjuster” field is populated prior to selecting the “Create New Claim” button from the Policy Repository module, accessed from the “Policies” menu bar button.
   4. Assign Users:  When assigning the adjuster via the “Assign Users” batch mode functionality.
   5. “Summary” Tab:  If the “Adjuster” field is newly populated prior to clicking the “Save Summary” button located within the claim’s “Summary” tab. 

An Existing Claim:

The call will not automatically initiate when reassigning or reopening an existing claim via the “Reassign Claims” or “Reopen Claims” batch mode functionality, accessed from the “Claims” menu bar button, nor when using the icon, located within the claim’s “Summary” tab, to reassign or reopen the claim.  The call will also not automatically initiate if a claim is closed with no adjuster assigned and then is reopened to an adjuster using one of the aforementioned methods.  

However, the call can be manually initiated on these claims by a user associated with the “Owner” or “Administrator” user roles via the “Manual Call” button located within the claim’s “Summary” tab or via the “Batch Call” option located within the “Call Center” menu bar button.  

Manual Call Button:

The manual call button will display within the “Insured Phone Numbers” section on the claim’s "Summary" tab (if the Call Center Manage settings are set to display this button. Remember that this button will only display for Administrator users).

Manual calls can be sent on claims for ANY Adjuster/Client/Event/File Type regardless of the Auto-Call selections made in the settings.

• Gold Call Button: This means that the claim meets the claim requirement criteria, and you can click this button to manually initiate the claim call center. Once selected, a popup message box will appear stating
  1. “A call to the insured has been initiated. Please check the call log for the updated status.”
• Gray Call Button: This can mean that there is already a call being Attempted for this Claim or that the claim does not meet the necessary requirements to initiate the call (see the 3 requirements above.)
  1. For calls that are in the “Attempting” status, make sure that you have given the system at least an hour to attempt the call before manually sending them through again.

Call History Log Button:

 The call history log button will be displayed next to the manual call button within the “Insured Phone

Numbers” section of the claim’s Summary tab ONCE the first call has been initiated. Until the first call has been initiated, the button will not display. The button is shown as a clipboard.

1. To display the history of all of the calls made for this claim, click on the call history clipboard button and the “Call Center Call History” window will display.
2. Info displayed is:
   1. Date and Time of call.
   2. The Phone number dialed.
   3. The duration of the call (if successful).
   4. The Status of the call.
   5. Comments

Call Center Status Meanings:

• Held: The call was placed into the queue due to it being outside of optimal call hours (calls are made between 10:00 a.m. and 8:00 p.m. Eastern).
• Attempting: The Call Center is currently attempting the call.
• Successful: The call was successfully placed and answered by a Human or by an Answering Machine.
• Failed: Call failed (no answer by human or answering machine).
• Failed/Successful: The call failed, but a subsequent call to this insured was successful.
• Abandoned Previously Failed (by Admin): This call previously failed. An Admin removed this call from the queue and did not want to make any further attempts to place the call.
• Removed Held (by Admin): This call has not yet been attempted. An Admin removed this call from the queue and did not want to make an attempt to place the call.

Batch Call:

1. Check the  next to each record that you wish to initiate an automated call.
2. Click the  button.

1. Click on the  button to view all calls in the "Held Calls" queue mode.
2. Click on the  button to view all calls that are in the "Failed Calls" queue mode.
3. Click on the  button to view and manage the Call Center settings.
4. Click on the button to go to the "Call Center Search" page to enter the search criteria for the claim(s) that you wish to display.

Held Calls Queue:

1. The “Call #” column is a unique Call # associated with this claim.
2. If all conditions are met as stated above, but the triggering function occurs outside of the permitted calling time (10:00 a.m. to 8:00 p.m. Eastern), the call will be placed into the “Held Calls Queue” in the "Call Center" menu bar drop list, to be manually sent out (individually or as a batch) by selecting the “Call” button.
3. Calls can also be removed from this list by selecting the call and clicking the  button.

1. Click on the  button to initiate a call on the record you have selected.
2. Click on the  button to remove the record from the data grid list.
3. Click on the  button to go to the "Call Center Search" page to enter search criteria for the claim(s) that you wish to display.
4. Click on the  button to view all calls that are in the "Failed Calls" queue mode.
5. Click on the button to view and manage the Call Center settings.

Failed Calls Queue:

1. Displays a list of all calls that the Call Center has already attempted but failed.
   1. The “Call #” column is a unique Call # associated to this claim.
   2. When all 3 numbers (home, other/mobile, business) have been attempted without success, the claim is sent to the “Failed Calls" queue.
2. All failed calls will remain in this queue until manually removed by selecting the  button or set for re-attempt by an Admin via the  button (individually or as a batch).

1. Click on the  button to initiate a call on the record you have selected.
2. Click on the  button to manually remove the record from the list.
3. Click on the  button to go to the "Call Center Search" page to enter search criteria for the claim(s) that you wish to display.
4. Click on the  button to view all call in the "Held Calls" queue mode.
5. Click on the  button to view and manage the Call Center settings.

Related Videos/Articles

• Post-Claim Call Center: Manage Call Center Video
• Post Claim Call Center: Initiating Automated Calls Video
• Post-Claim Call Center: Manual Call Button Video
• Post-Claim Call Center: Status Meaning Video
• Post-Claim Call Center: Batch Calls Video
• Post-Claim Call Center: Held Calls Queue Video
• Post-Claim Call Center: Failed Calls Queue Video
• Post-Claim Call Center: Search Calls Video
• "Post-Claim Call Center" Video Training Course