A. Make sure to UPDATE THE NUMBERS (both CRM and AM input sheet)

B. WHEN UPDATING THE NUMBERS: Adjust the Original RCV to reflect the most accurate base figure.

Example:

- Original RCV is $10,000

- Non-supplemented item is $1,000

- Update Original RCV to $11,000.

- Keep Approved RCV = $15,000, showing a $4,000 increase.

C. For Closing Note: Please use "Closing Note Template A.2 If an item/s is not in our estimate or item/s we did not supplement was warranted by the INS or Adjuster"

A. If the increase is more than $1K and you are done negotiating, proceed to closing the claim (it doesn't matter when the production date it).

B. If the increase is less than $1K and you are done negotiating (and still have a potential to get more increase when there are photos available), then leave it open and wait for the production date.

C. Please note that we need to close the claim if we get an increase of $20,000 up as part of our process but still continue with negotiation.

Ensure that all necessary line items have been addressed. If you believe negotiations are complete, double-check that all systems are updated. The numbers should be accurate in the CRM, AM input, and estimates should be available in both the Google Drive (from Insurance) and the Client’s portal.

Use the Closing Note template for guidance. You may also include notes on any items the client specifically requested or major items that were approved.

Your assigned CLOX buddy will double check if anything major were missed such as:

1. Replacement Cost Value were accurate in both CRM and AM Input
   
2. No PWARR amounts were missing
   
3. Documents were uploaded in both Google Drive and Client Portal 

Task your CLOX buddy “Please review for closing”

1. Once your buddy says that Claim is now okay to close, follow the next steps for closing GGR or non GGR claims. 

For claims with an increase of at least $20,000 before negotiations, we follow a special procedure to ensure that Raving Fans are billed in increments. Any additional increase after negotiations will be processed as additional increase.

Please refer to this knowledge base article for a step-by-step guide: HOW TO HANDLE INCREASES OVER $20K

Use the CSP Management tool as a guide for Passwords and username.

2.1 To Upload files, Go to Photos/Files>Files

2.2 After going to files, click on the dropdown list and select “Estimates/Proposals”. Then click on “Upload Files”

Go to Task, and click on the “1-supplement/finalize” and click on TASK COMPLETED, then to save, click on Update Task

Make sure to tag the 5 IMPORTANT PERSON in GGR which should be the following:

1. John Kidd
   
2. Chris Owens
   
3. Ellen Corbet
   
4. Frontline Re-inspections
   
5. Sales representative for the Project (varies by claim) ; if there are multiple sales representative, include all.

Let the client know. Be it through their PORTAL or through DESK TICKET – same info we posted on CRM note (the template). And attach the latest revised estimate and other documents.

1. Update the stage to "Bill the Client."
   
2. Enter the end date in the AM Input Sheet. It should be the same day you are closing the deal. The billing date will automatically populate right after you enter the End Date in the sheet.
   
3. Create a task for Vlad: “Please bill the client - Closing due to Low Potential.” The due date should be the same day if it is before 12 PM. If it is after 12 PM CST, the due date should be the next business day.
   

Hi All,

This claim was supplemented:

RCV (1) = $ xxxx

RCV (2) =  $ xxxx

—-------------------------------------

Increase =  $ xxxx <x%>

*If there was something specific the client asked to be supplemented, you can also leave notes here if needed.*

A copy of the latest approved estimate has been uploaded in Files. 

Thank you,

Account Manager’s name

Phone number

A.1 If there are line items with PWARR amount: If the Revised Estimate has a line item with PWARR amount, please don't forget to put a note for the RCV breakdown showing all RCV added with PWARR amount. 

Example: 

Hi All,

This claim was supplemented:

RCV (1) = $ 11,115.31

RCV (2) = $ 15,881.84

-------------------------------

Increase = $4,766.53 <43%>

RCV breakdown: $14,355.96 + $1,384.11 (PWARR amount for Ice and Water Barrier) + $82.51 (PWARR amount for Roofing felt - 15 lb. - double coverage/low slope ) + $59.26 (PWARR amount for Flashing - kick-out diverter)

A copy of the latest approved estimate has been uploaded in Files. 

Thank you,

Andrea D.

(847) 461-8021

Hi All,

This claim was supplemented: 

RCV1 = $10,000 (Original RCV) + $1,000 (item/s not supplemented but INS approved)

RCV2 = $15,000 (Final approved RCV that includes $1,000 for item/s not supplemented but INS approved)

------------------------------

Our Supplemental Increase: $4,000 (that does not include $1,000 for item/s not supplemented but INS approved)

(include PWARR/PWI breakdown and important notes)

A copy of the latest approved estimate has been uploaded in Files.

Thank you,

Name

Phone number

Hi All,

We are closing this claim due to overpayment on *line item* (example: Shingles) for an estimated overpayment of $xxx.

RCV (1) = $xxxxx

RCV (2) = $xxxx

------------------------------

Increase = $xxxx

Thank you,

Account Manager’s name

Phone number

Hi All, 

Additional supplements have been completed:

RCV (1) = $XXX

RCV (2) = $XXX

—----------------------------------

Original Increase: $XXX <x%>

RCV3: $XXX

—-----------------------------------

ADDITIONAL INCREASE: $XXX

*If there was something specific the client asked to be supplemented, you can also leave notes here if needed.*

Thank you for trusting us with your supplements! Please let me know if you have any questions. 

Best Regards,

Account Manager’s name

Phone number

CRM NOTE TITLE:**ADDITIONAL INCREASE**

Hi All,

The price list has been updated to (MONTH AND YEAR) and a copy of the latest approved estimate has been uploaded in Files. Thank you!

RCV (1) = $ xxxx

RCV (2) = $ xxxx

—-----------------------------------

Original Increase: $ xxxx <%>

RCV(3): $ xxxx

—-----------------------------------

ADDITIONAL INCREASE: $ xxxx 

Best Regards,

Account Manager’s name

Phone number

How to know if it is for Additional Increase? 

Here are some clues:

1. The claim has a previous Closing Note.
   
2. The Service field in CRM is noted as “Additional Increase” (Please keep in mind, sometimes this is not updated, so do not heavily rely on it. It still show “Supplement” sometimes)
   

You may check out the video, so you can see how it’s done (Timestamp: 30:25 - 41:23)

Follow the same initial steps: Ensure numbers are correct in CRM and AM Input. In AM Input, add a new line with the service “Additional Increase.” Use your Previous Approved RCV as the Original RCV and the most recent RCV after the additional supplement as the Approved RCV.

Step 1: Draft your Closing note in CRM.  

You may refer to the Closing Note Template, so you can just copy and paste it in CRM. 

As you may noticed on the Closing note for Additional Increase, we have 3 RCVs:

1. RCV1 and RCV2 - are from the first supplement that was finished. 
   
2. RCV3 - is the most recent RCV on the additional supplement.
   

                

Step 2: Task your CLOX Buddy to QA closing note. 

Buddy will still check numbers, in the AM input and CRM to make sure everything is correct. Once everything is correct, buddy will tell you that claim is okay to close. 

Step 3: Post your Closing note in your client’s portal (Contractor’s Cloud if GGR) 

For GGR, you may refer back to Steps 1-4 of Closing GGR Claims for the next steps.

Step 4: Update the stage to “Bill the Client” 

Step 5: Task Vicki to FI (if claim is GGR) 

Due date should be the next business day.  

Step 6: Task Vlad “Please Bill for Additional Increase- $XX”

Due date should be the same as the billing date in AM Input. 

1. Please keep in mind, in terms of overpayment, we do not enter the end date in AM Input sheet, and we just create a task for Vlad - “Please close due to overpayment” 
   
2. Due date should be the same day if it is before 12PM CST, and next business day if it is past 12 PM CST. 

This process depends on whether the AM will still try to negotiate with the insurance adjuster.

1. If the AM decides to continue negotiations, we will follow the usual process for closing supplements and use the template for the Normal Closing Note.
   
2. If the AM wants to directly close the claim:
   
1. Update the stage to "Bill the Client."
2. DO NOT ENTER an end date in the AM Input Sheet.
3. Create a task for Vlad: “Please bill the client - Closing due to Low Potential.” The due date should be the same day if it is before 12 PM. If it is after 12 PM CST, the due date should be the next business day.

STEP 1: Make a CRM Note for your closing. Example:

1. REINSPECTION APPROVED 
   
2. REINSPECTION DENIED

STEP 2: Enter the End Date in the AM Input sheet.

1. The End Date should be the same day you are closing the deal. The billing date will automatically populate right after you enter the End Date in the sheet.
   

STEP 3: Inform the client of the request's result. Notify the client via their PORTAL or through a DESK TICKET. 

a. If Reinspection is Approved:

Hi All, 

Reinspection was approved - Please contact the adjuster to schedule the inspection.

Adjuster’s details: Name, number and email

Thank you, 

Reinspection Manager

Phone number

b. If a Revised Estimate was received: 

1. Upload the Revised estimate in Contractor’s cloud if it is a GGR re-inspection. If Non-GGR, Attach it to the email/RF’s Portal. 
   

Hi All, 

We received a revised estimate for full roof/siding approval. Document uploaded - Please see and review.

Thank you, 

Reinspection Manager

Phone number

1. Please note: If it is a Partial Approval, We create a crm note which says: This is a partial approval for roof the total number of squares is __ but the HO was only approved for __ - I have not updated the AM input please help update. Thanks

STEP 4: Create a task for Vlad: “Please bill for RE.”

The task for Vlad will depend on the outcome of the Reinspection Request:

1. Please Bill for RE - Yes/Approved
2. Please Bill for RE - No/Denied
3. Please Bill for RE - Partial Approval

The due date should match the billing date reflected in the AM Input sheet after entering the End Date. Be sure to update the claim stage to “Bill the Client”

CLOSING GGR CLAIMS 

1. Created a task for Vanessa to review 
2. Draft CRM Closing note
3. Task CLOX buddy to QA
4. Uploaded Most recent RE to Contractor’s Cloud & GD
5. Complete task in CC
6. Leave Jetstream note for you Closing
7. Tag 5 person from GGR in your Jetstream
8. Task Vicki to FI 
9. Task Vlad to Bill the client

CLOSING NON-GGR CLAIMS 

1. Created a task for Vanessa to review 
2. Draft CRM Closing note
3. Task CLOX buddy to QA
4. Send Closing note to RF 
5. Task Vlad to Bill the Client

How to Close or Cancel a Claim

20250113 - GGR