Q. Can I cancel a claim?
A. No, only the adjuster can
Q. Can I provide specific policy information?
A. No, please direct caller to their Agent, Adjuster, or Customer Care
Q. How do I transfer a caller?
A. Please see Grupo Guide under GUIDES/JOB AIDS
Q. I tried calling a supervisor but they didn’t answer. What do I do?
A. Submit an Escalation Activity
Q. It’s the weekend and my caller wants to speak with a supervisor. What do I do?
A. Unfortunately, supervisors do not work on the weekend. Provide an empathy statement and apologize.
