FAQ's

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.

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