- ✓ Use the Insurance Coverage Matrix to determine who handles the claim
- ✓ Verify insurance type (comprehensive vs third-party) FIRST
- ✓ Provide claim reference numbers for customer tracking
- ✓ Check system before providing status updates
- ✓ Set realistic expectations with specific timelines
- ✓ Document all interactions in CRM
- ✓ Follow up on escalations within 1 working day
- ✓ Confirm customer’s contact details before ending call
- ✓ Explain processes in simple, jargon-free language
- ✓ STAY ON CALL when helping with missing documents – guide upload and open claim immediately