Claims Intake Training
Call center agents receive property and casualty claims from the insured.
We began the project by completing a map of the claims intake process. The simplest claim involved only property damage, where the most complex claim involved property damage, insured vehicle damage, passenger injury, claimant vehicle damage and claimant injury. Each added an additional intake screen to the process.
The course was designed for learners to complete two hours of self-study online followed by two hours of instructor-led remote learning to review the self-study, demonstrate claims processes and role play. This spanned two and a half weeks. Then learner took practice or mock calls, and finally certification calls. This whole-task learning model successfully trained 184 new agents.