Unresponsive ADJ/Managers Process Scripts

Unresponsive ADJ/Managers Process Scripts

IMPORTANT TALKING POINTS WHEN DOING CONFIRM RECEIPT Follow-up 2: 
  1. Always ask if the assigned ADJ is still the current one on this claim and what the timeframe is for them to receive an email/package.
    1. Can you confirm that [ADJ name] is still the assigned adjuster?
    2. What’s the usual timeframe for you guys to receive an email? 
  2. Confirm if they checked spam or if the email we use to send is correct. 
    1. Is it possible that it’s in a spam folder?
    2. Can you confirm that [INS email/ADJ email] is the correct email?
If the documents were sent to the correct email address, but the Adjuster or Insurance Rep still cannot confirm receipt: 
  1. Politely ask:
    1. “Would there be a chance this might be a system-related issue on your end?” 
  2. Offer flexibility: 
    1. “Is there an alternative way we can resend the documents—perhaps through a different email, a shared link, or another platform that works best for you?”
  3.  Build rapport and seek cooperation:
    1. “We’re more than happy to work with you on the best way to get these files through. If you have any suggestions or preferred methods for sending documents, please let us know.”
CONFIRM RECEIPT Follow-up 3:

Hi, this is [Name] calling on behalf of [RF] regarding the claim number [claim #]. I was hoping to confirm if you received the documents we sent last [SUBX date]. It was sent from our email: [info10.csp@gmail.com/RF’s email] 

IF INS DOESN’T CONFIRM RECEIPT:
  1. I’ve been trying to contact [ADJ NAME] since [1st confirm receipt attempt date], but unfortunately, they’re not picking up. Is he still the assigned adjuster on this claim? 
    After INS confirmed ADJ is still the assigned:
  2. Thank you for confirming, since we cannot connect with the assigned adjuster. Would it be possible to get [ADJ NAME]’s manager's information? Maybe they have access to confirm if the supplemental package was received. 
IF INS DOESN’T PROVIDE THE MANAGER’s INFO: 
  1. Make sure that they leave a note for the ADJ.
    1. Ask what will happen if a note is left for the ADJ.
    2. IF INS says they will make sure that the ADJ reaches out to us, ask what the TAT is for them to reach out to us.
      1. Ask them what the next steps are if we don't get a callback after they leave a note for the ADJ.
    3. Ask what their usual process is if the assigned ADJ does not respond.
  2. Get their buy-in so that we can contact INS again to get the manager’s info if the ADJ does not reach out or if we cannot reach them after 24 hours.
IF INS PROVIDED THE MANAGER’s INFO: 
  1. Advise that we will call the Manager within the day.
  2. Get their buy-in so that we can contact INS again to ask for help in case the manager also doesn’t respond after 48 hours.  
CONFIRM RECEIPT Follow-up 5: 

Hi, This is [Name] from [RF]. Calling about our common insured’s claim. Are you ready for a claim number?

The claim number is [claim number]. We called in last [follow-up 3 date] to confirm if [insurance name] received the supplemental package we sent last [SUBX date]. We’ve tried to contact the assigned adjuster [ADJ name] and their manager [Manager name], but unfortunately, we cannot reach either of them. Is [adj name] still the assigned adjuster on this claim?

At this point, is there anyone we can speak with to confirm if the package was received? Is it possible to get [manager’s name]’s supervisor? 

IF INS DOESN’T PROVIDE MANAGER’s SUPERVISOR’s INFO: 
  1. Try to persuade INS REP to provide the Manager’s supervisor’s info. 
    1. Make up reasons as to why we need the Manager's info: 
      1. We were hoping to send in more documentation, and it would be best if we could copy the Adj's manager in the email. At the same time, this will help us move this claim forward, so if we can get the Manager's info, it will be a massive help.
    2. Reinforce urgency and need for escalation: 
      1. I see. How do you suggest we proceed to make the claim move forward? The last time we called in, we were advised that a note on the claim would be lodged to advise the assigned ADJ that we’re trying to reach them; however, they’re still not responding.
      2.  We’ve reached out to the Adjuster multiple times and left follow-up notes, but haven’t received a response. If the Manager’s contact details are unavailable, is there someone else we can speak with regarding this claim?
      3. Our goal is to work together to get this claim processed efficiently, and having another point of contact would be a great help at this stage.
  2. Ask them how they usually handle this situation.
IF THEY PROVIDED MANAGER’s SUPERVISOR’s INFO:
  1. Advise that we will call the Manager’s supervisor within the day.
  2. Ask what their usual process is if the assigned ADJ and their Manager do not respond.
  3. Get their buy-in so that we can contact INS again to ask for help in case the Manager’s supervisor also doesn’t respond after 48 hours. 
FOLLOW-UP FOR RE Follow-up 3 (Business Day 5):

Hi, This is [Name] from [RF]. Calling about our common insured’s claim. Are you ready for a claim number?

The claim number is [claim number]. We’ve tried to contact [ADJ name] multiple times about the review of the estimate we sent in last in [SUBX date]. We also sent follow-up emails and left voicemails. However, they’re not responding. Is [adj name] still the assigned adjuster on this claim?

Thank you for confirming. Is it possible to get [ADJ name]‘s manager’s information so we can also contact them and ask for an update? 

IF INS DOESN’T PROVIDE THE MANAGER’s INFO:
  1.  Make sure that they leave a note for the ADJ.
      1. We understand that if you’re unable to release that information, we’re happy to proceed with your internal escalation process by leaving a note for the adjuster. 
    1. Ask what will happen if a note is left for the ADJ.
    2.  IF INS says they will make sure that the ADJ reaches out to us, ask what the TAT is for them to reach out to us.
      1. Ask them what the next steps are if we don't get a callback after they leave a note for the ADJ. 
    3. Ask what their usual process is if the assigned ADJ does not respond.
  2. Get their buy-in so that we can contact INS again to get the manager’s info if the ADJ does not reach out or if we cannot reach them after 24 hours.
    1. If in case we don’t hear back within the day/tomorrow, can we call the main line again and get the manager’s information?/may I ask what would be the best next step on our end?  
IF INS PROVIDED THE MANAGER’s INFO:
  1. Advise that we will call the Manager within the day.
  2.  Get their buy-in so that we can contact INS again to ask for help in case the manager also doesn’t respond after 48 hours.
    1. Thank you so much for providing [ADJ name]‘s manager’s information. We’ll contact them within the day to get an update. If in case we don’t hear from both of them within 48 hours, may I ask what would be the best next step on our end? 
FOLLOW-UP FOR RE Follow-up 5 (Business Day 7): 
  1. Ask them how they usually handle this situation.
  2. Ask what their usual process is if the assigned ADJ and their Manager do not respond.
Hi, this is [Name] calling on behalf of [RF] regarding the claim number [claim #].
I was hoping to confirm if you can see any notes about the review of the estimate we sent last [SUBX date]. 

IF INS DIDN’T PROVIDE THE MANAGER’s INFO in Follow-up 3:
I’ve been trying to contact [ADJ NAME] since [Follow-up 1 date]. I called them 4 times and made sure I sent follow-up emails and left voicemails, but unfortunately, they’re not picking up. Is he still the assigned adjuster on this claim?

Thank you for confirming, since it’s already been a week and we still cannot connect with the assigned adjuster. Would it be possible to get [ADJ NAME]’s manager's information? Maybe they’ll be able to give us an update about the review of our estimate.

Thank you so much for providing [ADJ name]‘s manager’s information. We’ll contact [manager’s name] within the day to get an update. If in case we don’t hear from him/her within 48 hours, may I ask what would be the best next step on our end? 

IF INS PROVIDED THE MANAGER’s INFO in Follow-up 3:
I’ve been trying to contact [ADJ NAME] since [Follow-up 1 date], and we also started calling their manager [manager’s name]. Unfortunately, they’re both not picking up. Are they still responsible for handling this claim?

Thank you for confirming. Since it’s already been a week and we still cannot connect with either of them, may I ask what would be the best next step to make the claim move forward?

We’re going to keep trying to reach out to [manager’s name]. Can you also add to your note that if the revised estimate is ready, kindly send it to us in our email info10.csp@gmail.com. 
FOLLOW-UP FOR RE Follow-up 8 (Business Day 10):

 Hi, This is [Name] from [RF]. Calling about our common insured’s claim. Are you ready for a claim number?

The claim number is [claim number]. We’ve been trying to follow up with both the adjuster and the manager since [Follow-up 1 date], and unfortunately, they’re still unresponsive. Just wondering if there’s anything you can do on your end to help push the file forward, or if there’s another point of contact we should reach out to. We submitted our estimate last [SUBX date], and the homeowner is asking for an update on their claim.
FOLLOW-UP FOR RE Follow-up 9 (Business Day 11):

 Hi, this is [Name] calling on behalf of [RF] regarding the claim number [claim #].

We’ve been trying to get an update regarding the revised estimate on this claim. We’re at a point where the homeowner is asking for an update on their claim, and unfortunately, we couldn’t provide it to them since [adj name]/[manager name]/[escalation team]/manager’s manager name] is unreachable.

Do you have any suggestions, or what can you do on your end to help push the claim forward?
IMPORTANT TALKING POINTS WHEN DOING RE-INSPECTION/NEGOTIATION FOLLOW-UPS:
  1.  It follows the same principle of escalation with Follow-ups for RE, and the only difference is the verbatim used since we’re asking for a different type of update(Reinspection result/Negotiation Outcome).
    1. We always ask if the assigned ADJ is still the current one on this claim.
    2. What is the timeframe for them to give us an update?
    3. Ask them what we can do to make the claim move forward. 
      1. Additional documents.
      2. Confirmation of their questions about the claim.
    4. Always get their buy-in that if the adj/manager isn’t responding, we’ll attempt to call them again to get an update/assistance to make the claim move forward.

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