Calls & Follow-ups (CX)
Latest update: 10/25/2025 (please check yellow highlights for the latest update)
Contents:
I. Important Notes
- For COUNTRY FINANCIAL CLAIMS (if RF is GGR) - check link:
- Deal Progression: Ensure the deal moves from “Sent to INS” to “Received from INS” by gathering accurate information and following up with the appropriate contacts.
- CRM Notes: Always check CRM notes and the designated email (info10.csp@gmail.com) before making calls.
- Sharing Info: Use "share to customer" only for information that needs to be shared with the RF (insurance-related or factual). Do not share internal communication with the RF.
- Phone Etiquette: Use phonetic alphabet for clarity when giving out details.
- Confirm Information: Before ending the call, repeat all the details gathered to ensure accuracy.
- Adjuster Availability: If the adjuster is unavailable (e.g., driving), create a callback task for 1 day after the call.
- Don’t Mention info10: If the INS is Liberty Mutual or Safeco Claim, if the RF is Phoenix Exteriors - use the client’s email.
Editing Emails: Emails are advised to be edited in CRM notes, not Gmail.
Always bcc: support@claimsupplementpro.zohodesk.com when sending follow up emails
Emails drafts for sending follow up emails are available in the email templates in info10.
Third-Party Adjusters: Pekin, State Farm, Auto-Owners - sometimes hires third-party ADJs when they’re swamped with work.
Confirm if a third-party adjuster is handling the claim via info10 email You can confirm if there is a third-party ADJ on the claim by checking the info10 since INS advises if they’re using IA or third-party ADJ.
Follow up with the third-party adjuster once confirmed.
Once we confirm that the third-party ADJ has finished reviewing the estimate, they will send it to the insurance and the insurance ADJ assigned to the claim will review and approve it.
At that moment, we will return to contacting the insurance ADJ for the revised estimate.
Revised Estimate Request: When an adjuster requests a new estimate without O&P/minimums, task the Estimator to create one and notify the adjuster accordingly.
Lack of Photos: If the adjuster requests more photos or information, inform them that you currently don’t have the requested photos and ask if they can proceed with the revised estimate based on what's already approved.
III. Scenarios During the Call
Role Explanation: If an adjuster inquires about your role, represent yourself as someone from our client’s (RF) company. And do not say that you are calling from Claim Supplement Pro.
Please check the video at this LINK. (Timestamp 1:12:09 - 1:12:43)
If the ADJ started Negotiating with you and you are not the Deal Owner: Let the ADJ know that you are just covering up for [Deal Owner’s name], and give the ADJ the deal owner’s phone number.
“I’m actually just covering up for (NAME), but I can take note of your questions and update today and I will let (NAME) know. I can also give you (NAME) phone number and you can discuss more info with her/him.”
If the ADJ mentions that he/she is currently driving or out in a field and advises you to call back in 30 minutes, call back in 30 minutes and if no response proceed to Escalation Process.
IV. Confirm Receipt Call
For COUNTRY FINANCIAL CLAIMS (if RF is GGR) - check link:
For CX - Confirm Receipt of our Package:
Please check the video at this LINK. (Timestamp 1:45:30 - 2:05:44)
After sending the Supplement to INS (SUBX), we will need to create a task for the next business day to call the ADJ to confirm if the Supplement is received.
When confirming receipt of our package with ADJ or INS, we will call them the next business day or after 4 hours of submission, depending on the Insurance.
If the Adjuster’s information was not available before we did the SUBX, call INS to confirm receipt of the package and request the assigned Adjuster’s name, phone number, and email.
Once the ADJ details are obtained, immediately contact the assigned Adjuster to confirm the review date.
Confirming receipt follows the same escalation sequence but with greater urgency, as confirming receipt is essential for the deal to move forward.
Follow-up 3: If we cannot confirm receipt after calling the Adjuster, we must escalate by calling INS and requesting the Manager's contact information. The Manager should be contacted on the same day to verify receipt.
Follow-up 5: If the Manager remains unresponsive, we escalate further by calling INS again and requesting the Manager's Superior for confirmation.
If the current Manager/Superior is unresponsive, continue escalating as needed. Ensure that each time we request contact information for someone higher up.
Once receipt of the supplement package is confirmed by the ADJ (not insurance rep), and a timeframe or specific review date has been provided by the ADJ, move the stage from “Sent to INS” to “In Negotiations”.
Don’t move the stage if only the Insurance rep confirmed and gave a timeframe - it has to come from the assigned adjuster himself/herself.
- You can find the INS or ADJ phone number in the deal
- Ask the following:
- If the Supplement is received
- Specific date when the package will be reviewed.
- Confirm for the Adjuster info again (if speaking to an INS rep)
For Process Update: Ready for INS → Sent to INS → In Negotiations: Scenarios, & Scripts - check link: Click here
For COUNTRY FINANCIAL CLAIMS (if RF is GGR) - check link:
For CX - Revised Estimate Follow-up:
Once receipt of our package is confirmed, if the Adjuster does not provide an ETA for the review and the Adjuster does not reach out, please follow the process below.
Please check the video at this LINK. (Timestamp 7:29 - 30:24)
Mock call: Please check the video at this LINK. (Timestamp 1:33:45 - 1:46:22)
Follow-up 1 (Business Day 3 After Confirm Receipt): Call ADJ (VM) + Email
Follow-up 2 (Business Day 4): Call ADJ (VM) + Email
Follow-up 3 (Business Day 5): Call ADJ (VM) + Email + Call INS for Escalation to confirm if ADJ is still assigned ADJ, ask for the Manager’s information, and leave a note for the Adjuster.
(Reminder: If INS does not provide the Manager’s information, we agree with their escalation process, which is to leave a note for the Adjuster.)
What IFs Scenarios and Steps:
Situation 1: If the ADJ responded during Follow up 1 and Follow up 2 and gave a Turn around time - We will reset back to Follow up 1. If the ADJ responded during Follow up 1 and Follow up 2 via email/vm/call but no definite update and no Turn around time given - We will proceed with the escalation process.
Situation 2: If the ADJ responded during Follow up 3-8 via email/vm/call but no definite update and no Turn around time given - We will proceed from Follow Up 4 and continue with the Escalation process.
Situation 3: If the ADJ gave a specific day to follow up during Follow up 3-8, but when you call on that day it was routed to VM - leave a vm and follow up email, and proceed from Follow Up 4 and continue with the Escalation process.
Situation 4: If the manager responded and the manager said that the ADJ will reach out to give an update - ask “when should we expect the update?”
If the manager gave a specific date and the ADJ didn’t give an update by then - call the manager on the said date, and proceed with the Escalation Process Follow up 4 (scenario 2).
If the manager can’t give a specific date and the ADJ didn’t reach out - call the manager on the next business day, and proceed with the Escalation Process Follow up 4 (scenario 2).
Situation 5: If you escalate to INS and the INS representative says that there is a new Adjuster assigned - ask for the new adjuster’s info, call the new adjuster (Follow up 1) on the same day and then proceed with the Escalation process (from Follow up 1).
Situation 6: If you are already doing Follow up 9 (technically you are done with Follow up 8) and the Homeowner is involved and trying to get an update too - we will stick in Follow up 9 up until the Revised Estimate is received.
Situation 7: If you are routed to voicemail and the ADJ/Manager’s voicemail prompt mentions that the voicemail box is full so there is no way to leave a message - call the INS and inform them that you can’t leave a voicemail so ask for help. Then continue with the escalation process.
VI. FI Calls
For CX - Confirm receipt of FI and get payment information:
This process is for GGR claims only - handled by the GGR girls.
When the deal is ready for FI and FI/CoC is created, the GGR girls will SUBX to INS/ADJ
After SUBX FI/CoC, we need to call to CONFIRM and ask the following:
If document/s is received
Ask for ADJ’s info (Name, phone number, and email address)
Payment history
The Call task will look like this: CX FUW INS to confirm receipt & get payment info / Task Berna: GGRX - BILLABLE, update CC for FI, update CC for Billable & close
The CRM note should be in this format:
CRM TITLE: FI/COC CALL
Insurance confirmed receipt of our Final Invoice / Certificate of Completion.
Adjuster: Name & Contact information
Payment history:
XXX
After Confirming, task the GGR Girl assigned: GGRX - BILLABLE, update CC for FI, update CC for Billable & close or Please Close and update CC
If the Confirm Call was routed to VM: leave a voicemail, no need to send a follow up email, and still task the GGR Girl assigned.
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