allstate/mckinsey bates h000002820

7/27/2019 Allstate/McKinsey Bates H000002820

1/163


2/163

NIA UA


3/163

Rf Process Updateof Paid Seveity*

Phoenix

enver

Baseline

$1,287

$2,225

Tes

$43

$1,160

Total Roof Replacements*

Phoenix

Denver

Baseline

%%

* f

A f J

Test

7%4%

Phoenix

Dener

Phoenix

Dener

%CWP*

Baseline

%

%

ICSS Results"

Baseline

6%6%

Test

47%

67%

Test

7%67%


4/163

Rf Highligh Test results idicate cosistet process

executio with 1,008 les i process

Test results drivig desired behaviors

thouh CWP /Wratio's ad ll

replacemets vs repairs

ICSS results are showig positive treds icusomer satisfactio with a total of 64

ISS surveys i test


5/163

Rf Early Observatios

Tag was compeed fo oof pocess adjustes

ad ofce maagemet. Ths ag was vey

we eceved.

"I ca see how ths woks 's vey logcal""Ths s we paed makes sese ad

w hep whe deag wh he cusomer"

A hgh degee of the asfe of leag was

measued hough he pe/ pos es scoes Ia des wh the adjustes the dcate the

pocess dves he gh decsos ad ehaces

cusome sevce leves


6/163

pTotal Paid Severit

Baseline Test

Roseville 15,767 9,018

VAC 10,577 3,312

/ Cleaning $'s to Dwlg PdBaseline Test

Roseille 27.1 44.2

VAC 7.2 19.9

Contents Paid SeveritBaseline Test

9,569 3,967

5,132 1,810

ICSS Results % of #'sBaselie Test

79% 84%

7.1% 75% Total Severity remains favorable after a full year o testing in Roseville

Adjuster controlled on-site inventory and pricing is driving a rdical

decrease in contents severity.

Increasing % of cleaning is directly proportionate to declining severityNumber of clais in process: Roseville 230, VA/C 127 All data is as o3/3 /98


7/163

pt

/ Subro SubmittedBaseline Test

oseville 4.8 25.2

AC 9.0 12.6

Subro % Doars SubmittedBaseline Test

11.2 26.9

5.5 23.8

Identication of subrogation potential has increased throughp ont triage an on-site, early casation investigation

Reslts in the Roseville test site aer a year of data collection.

are very encouragng.

Roseville's Dollar Submited has stabilize at


8/163

Glnhadi Fi

Early Observations:

Technica djusters are vey enthusiastic about the process

"The echnica process aining added the greaest vaue

o my job

"The ojecives were cea communicad and I undersandwh chnge is needed

id--ong wih h djustes y he CCP Team veify

djusers ae able to propey execute the process

demonstrating a ransfe of process knowledge

djusers ike he focused approach to caim handing Skip cFarland immediate took a ead ro as a change

champion

Contents Speciaist ppoach is a major hit with the cotents

adusters.


9/163

A


10/163

AANA


11/163

Atanta test data

ine the begnning of ou test (223) , we ave ad 2,6aimsgo though the poess and osed 72 ams

Duing the test we expeiened 3 abnomay high aim voumepeiods and 2 CA

he pe mx o the test is:

ieWateTheWindhaghtningMis

*D of 52798

pened11 aims

74 aims64 ams455 ams371 aims23 ams

67%27.241%169%13%106%

Cosed63 aims200 as237 ais160 ais13 ais

74 aims

72%22.%27.2%13%15%

5


12/163

Resuts Cont'd

he beakdown of the aims by position ae as foows:

#of aims

nside Cood

utside Cood

2576

110

of aims % ontated win 1 day

95.9%

41%

632%

63.6%


13/163

Atanta Wokoad

nide Coodinato

utide Coodiato

Expe

nide Ajute

utide Adjute

C Adjute

Avg ed per day6.02

/A

6.7

2.70

3.05

N/A

* Wokod rests e s of te todto of te xpess tem

Goa pe day6.0

undeteied

0

undeteied

32


14/163

Atlanta Opeating esults*

Total all peils - MayNotice Counts

ending Count

Seeity

F&LECAECEC/AECCLT&J

*Rsts fo Gog Pot OS o

Vaiance to io Yea3 MM D

27

2.4

7.3

29.55.92.3971.52.

20.7

24

4.0

2.01

703.15002


15/163

Atlnta Opeating esults cont'd

ending is up on all mesues; 3 nd D

Seeal fctos may be contibuting to these inceses:

Incease in IF Stom actiity CSC pocess

Next Steps % ending to epoted is the moe ccute measue and will

be completed on Atlnta opey only esults to futhe ounalysis

A compehensie file eiew will be conducted in late July toidenti the dies of this pending


16/163

Atlanta Custome Satisfaction esults

The ealy indicatons fom the test show positive mpovement in theCustome Satisfacton esults

The followng s a beakdown of the esults:

CSS 1997 YTDCSS 1st SP 98CSC Test Baselne*CSC Test Sueys*CSS ive esults

7.0%3.27.188 )/

Bsee d es es s wee sves oded sg fes soed 5 o 15 ds v s d o

3 o 3 ds


17/163

Georgia Popety Test- Performance of CSC by Overall Stisfactio

Keeping the customer inomed and eectvely coordnatig caim actvtes a key factos tat contribte to ess tan competeysatsed cstomers

100%

90%

80%

70% 60%

Q0%

40% 0%

*20%

10%

0%

Fist Kept

ontated in stoeExpeted IfedTie

Resu eprese respoes m es sueys plus

6ive sueys

Folowed Up

a Posed

Eetiel

oodinatedlaiAtiites

esented

an Eas toUndestandExpaation

5 op Sat

I4 and Below

6


18/163

Geoga Poey es- Overall Sasfacon by Lengh of Clam

Loge endg caims ae beging o ed fvoaby n comaiso o Baseie and Tes ess

00%

90%

80%

70%Q"

60%e 0%Q

40%

0%

0%

0%

0%

0 Das

est a ie esul eese claims oyBasele = 80 aims sueyees aims sueye

e = 64 aims sueye

7%

60%

0%

-14 Das 15-1 Das Das 1Moths

Legth o la

5%

Moths

a Basele eSest(515das post lose)

Le (303 as post ose)

6/4/98


19/163

Georgia Proey Test- Oveal Satisfaction by Peil

Oveal satsacton s tedg postvey a majo pes ote ta wn/hal00%

00%

90%

80%

70%

q0%

e 0% 40%

0%

20%

10%

0%

Fire

Testand Lve resul repset CC claims onyBaseie 80 claims seyeest= clams seye

ive aims seye

89%

Lghtng Thef

Pe

8%

Wae Wnd/Hal

Baseline (Pe-CSC)lTes (515 days pos closue)

Lve (303 days pos cosue)

/2498


20/163

Georga roe est Imact o Contact imes on Overa Satsacton Qu l lg ltly u

16.0-1440

100

C 960c 70

480

40

00 +-Il C

u fr 35 uy u 6 uy

35

Ll Il C

4406 }

Aju -S I

5Com Sat

C4and Below

6


21/163

Georgia roperty Test Overal Average of ISS Resonses and ikeihood of Renewa T CSC 'g u u ll quly, g u y lly

5.00

490w 480

aw4.0c

i 460 450 4.40> 430< 4.20

410400

Baseline

Tes ad Lve resuls repesen CSC laims olyBaseine (Pe-CSC) = 80 cams sveyedTes 55 ys pos csure = 35 lams sueyedive (30-36 ys pos osue

64 cas sueyed

Test ive

1000%

900%

800%

; 70.0%


22/163

CC rganzatn trutur tanta t t

6/1/98


23/163

tructue Desciption

- STL added t manae the O's

- Expess eam is added hande the subse clamsthat a rdar desn't add value t

- Muiple s wihin teams alws reate lexility andme eein use adjuses

Key Learnings- Exess team al lws eaer exbiity r

nller

SL manaes the O's,nw the Oscan cus sely n the custmer


24/163

NAI


25/163

C ganzatn trutur n un tt na

/23/98

I

I

_______ ______


26/163

Glenhade Wokload

Insde Coodnato

Outsde Coodnato

Expess

Insde Adjuste

Outsde Adjuste

OC Adjustes

* Ides Idepedet Adjuste ssgmets Wood s p edomt e po ess

Ag ecd pe day7.73

064

500

.51

1.96

026

Goal pe day60

undetemned

.0

undetemned

3.2


27/163

Glenhardie Customer atisfaction Results

1997 D ICS

Test Basene sults

Test results

70.4%

71.2 %

920%

153 surveys

12 suveys


28/163

Key Atities to be completed

Contolle Job e desgn

Time studes fo:- ContolleQE- Expess nsde/Outsde Adjuste

QEdesign wok

Fous Goup updates


29/163

HDS ISSUE

HDS Stats

- Requirements

- Desig Database/Programs

HDS ml

7/13 deliver Coordinator workow

- 8/24 deliver rocess data capre

ra/Audt uport

- rovided training n dispatch/ADS to CCR tem


30/163

HDS Issues

HDS Fuur Plans

- Design Inspection, Testing and Implementation

- Performance Management and ReportRequirements


31/163

G

}


32/163

STATUS UDATEAJO DESGN WOK ATVTES


33/163

AREA

Sk Aesme Workhee

Ne o Decro a aygrae

roce rag Maa

Sag Moe

STATUS

*Deg ork comee

*Workhee reee y ESece (Doa orrer

NEXT STEPS

Mee h B Rahey & aZgerma

*Make a chage ecesaryRecommee chage comee

*Jo ecro comee orC,OC,SL,QE

Mee h B Rahey o reecoe, Deerme ay grae

*Faze CSC rag maa

Roo a Fre maa comee cg or ah

*Crrey orkg h ESeces o Recommeeehaceme

Crrey orkg hgerma o ree maarom ega erece

me y ork comee orCOC Roo Fre*Bra De has ha eerameeg h Face oera mehooogy

Ree o E Seces a ega org o

Comee me e rCoroer, S & Exre

B Moe

EXPECTED COMPLETION DAE

J

J

Ag

Ag o Se


34/163

AREA

meeaio Vieo

meeaio Maa

STATUS

Mee i Dae KeeyCorReaio o ic aroaca ime ie

Begi ork o maa hie acrrey e ie fr Roof, Fire

Procee geera ie

NEXT STEPS

Comee ieo

Fiaize maa fooig CSC

eig i earie

EXPECTED COMPLETION DATE

Se

Se


35/163


36/163

ROOF TEAM

IR TEAM

S TEAM

IPLIATIONS:

TY TATUName Sta Date End Date Re-up Date MO

Me Boeam Leaer No NC

Hgh Da 7 Nae

Dc Fher 7 2 ehare

e Serha Deer

a raceyeam Leaer 27 2 No ro CCSO

Marge Bowma 77 7 0 Roaoe Sro

Dae Coer 2 Nahe

erry Ara 7 hoex

Da Rye Sa Aoo

Km Beare BAHO

Vcy Ly 7 2 Daa

Je Dwyeream Leaer 27 2 No New Jerey

racey egerch No C roMeae ho No aa

raey Aaro No Harro

Lor Qagao No oa

E aae Maye New Jerey

Sco Syweer 7 No WA RO

Je Samo 7 No Ryer

Waye Ea 7 Caroa

ey owe 7 Aaa

Chre Bower 2 Maya

Je Meagae 2 2

Roy Deh Maye VDC

Caro amer Roee

24 o 2 eam memer w o he eam ror o o rg ae 0 cowe memeao ar;howeer we ca ee of hee eam memer r he rro memeao 0 o 2 re are aroe

age


37/163

pendix Roof


38/163

vn,,, .CCPR PROCESS - BASELINE SUBPERIL PAID STATISTICS BY STATEi24Jun-98

STATE SUBPER CLAS ROOF CWA'S ROOF% CWP ROOF PA OOF SERIT ROOF CLOSED COST FE PA FE CLOSED COS

U WI 62 4 33.87% $26550 $64756 $428.23 $43263 $677

WI 0 68 37.6% $55888 $82.88 $52.73 $2708 $6530

WI 62 6 28.40% $364 $20383 $862.00 $8004 $73

AZ WI 85 58 376% $737 $230.2 $83.38 $6676 $37266

CSA W 48 283 32.30% $2342 $03685 $70.8 $4676 $52

U HA 5 4444% $3760 $752.00 $47.78 $6456 $7733

HAIL 2 0 00.00% $0 $000 $2086 $04300 HA 85 62 27.06% $4527 $2343.3 $70. $67066 $658

AZ HA 14 0 28.57% $20773 $2077.30 $483.7 $25573 $826.64

CSA HA 0 77 30.00% $6807 $2205.2 $543.70 $208 $8282


39/163

'N-U,, -'"-=CCPR PROCESS - HAIL PAID STATISTICS BY STATE

24Jun8

STATE CAS ROOF CWA'S ROOF% CWP ROOF OOF SEERIT ROOF COSED COST F E F E COSED COST

A 77 3 25.99% $36476 $0480 $77.05 $39347 $222269 23 4 826% $6793 $69825 $29535 $8284 $3607

6 3 50.00% $736 $2438.67 $29.33 $4834 $247233

U 4 4 0.00% $762 $90300 $903.00 $9433 $2358.25

CSA 2 42 3238% 58 97 46 7 5332 42 5968 22842


40/163

CCPR ROCESS - SUBPERI BY STATE FACTORS

24Jun8

SUBE STATE CLAS 24 COTACT COTACT% ROOFS ROOFSo EST O SITE EST O SITE%

H A 77 80 45.20% 46 82.49% 29 72.88%H N 23 20 86.96% 23 00.00% 5 2.74%H 6 3 50.00% 5 83.33% 2 33.33%H U 4 2 50.00% 4 0000% 4 00.00%

W A 42 86 60.56% 3 92.25% 63 4437%W N 72 45 62.50% 66 9.67% 44 6.%

W 75 78 44.57% 2 69.4%

5732.57%

W U 79 67 84.8% 70 88.6% 57 725%

CSA 678 381 56.9% 566 8348% 361 5324%


41/163

CCR ROCESS WID AID STATISTICS BY STATE ----Jun-

SAE CLAS ROOF CWA'S ROOFo CW ROOF OOF SEVEY ROOF CLOSED COS FE FE CLOSED COS

A 42 6 5704% $333 $54608 $234.58 $62500 $4404N 72 2 572% $3065 $450.52 $846 $2525 $36007 75 88 4.7% $480 $5556 $27.43 $55576 $88.0

79 44 4430% $66 $385.66 $2480 $268 $3362

CSA $ $ $7 77

.CPR"F'',


42/163

24Jun98

SUB ER STATE TOTAL CLAS BY AREA DAMAGE TYE COUT OF DAMAGE DISTRUTIO OF DAMAGE

A 77 30 6.5% A 77 2 67.23% A 77 3 0 5.65% N 23 4.35% N 23 2 3 3.04% 6 2 4 66.67% U 4 25.00% 4 2 2 50.00%

U4 3 25.00%

A 42 7 4.3% A 42 2 5 35.2% A 42 3 44 30.% N 72 2 7 23.6% N 72 3 3 43.06% 75 8 4.57% 75 2 56 32.00% 75 3 26 4.86% U 79 2 2.53% U 7 2 50 63.2% U 79 3 0 2.66%


43/163

fcr" is-:e EL PAIDST v.w , WW 'n..w..w,,....]un

STATE SUBERIL CLAS ROOF CWAS ROOF% CW R OOF AID ROOF SEVERITY ROOF CLOSED COST FE A F E CLOSED COST

co

c

97

08

58

80

40.2% $45,47

25.3% $26557

$784.2

$326.46

$468.86 $5405

$242.82 $308083

$6242

$2,852.62


44/163

CCPR PROCESS - HA PAD STAISTICS BY STATE

24n-98

STATE CL AS ROOF CWAS ROOF% ROOF ROOF SEVERTY ROOF CLOSED COST F E P F E CLOSED COSTc 228 0 0 $0,0 $, $0 $ $0

CSA 8 7 69 $1441 $149144 $479 $1141 $66


45/163

CCPR PROCESS - SUBPERIL BY STATE FACTORS ]24un98

SUBERIL STATE CLAS 24 HR COTACT COTACT% ROOFS ROOFS% EST O SITE EST O SITE%

co 228 205 89.91% 189 8289% 90 3947%

co 102 83 8137% 78 76.47% 64 6275%

CSA 33 288 8727% 267 891% 154 4667%


46/163

CCPR PROCESS WIND PAID STATISTICS BY STATE

2un9

STATE CLAS ROOF CWA'S ROOF% ROOF ROOF SEVER ROOF CLOSED COST FE F E CLOSED COSTco 102 39 6176% $22,042 $56518 $21610 $32216 $31584

CSA 2 3 6176% 2242 56 518 2161 32216 31584

CC..ciss"SUBPEiu"ysTAsc)p oF'iG...........................................


47/163

24Jun98

SUBPER STATE TOTAL CLAS BY AREA DAMAGE TYPE COUNT OF DAMAGE DSTRUTIO OF DAMAGE

co

coco

co

co

co

228

228228

102

102

102

1

23

2

3

40

31

19

5

42

33

7.54%

13.60%8.3%

490%

4118%

3235%


48/163

1242722524452714372245010

7771712532337717171531717775332272457425011015074732500157 7

2222222222

222222222222222222222

0 GJ 40 VN1 5

70 0 XDD 170 0 LS1 570 50 HC70 50 VN70 50 G170 50 GJ70 50 S70 50 TB70 30 G170 50

70 50 VN70 50 VN70 50 70 40 LS70 50 XJL70 30 TB70 50 LS170 50 VN70 50 LS170 50 VN

0

0000000000

00

VN1

VNSDG1G1NODRNODGRSVN

G

5

5545554555

5

Tt-Raw data


49/163

777227229728777

6742727

2

2

2

2

2

2

2

2

2

2

2

2

22

2

2

2

2

2

2

2

2

2

2

2

2

2

2

2

2

70

7

70

70

70

70

770

70

70

70

70

7070

77

ES0 QBP

0 QBP

0 QGS

0 BCR0 BCR

0 BCR

0 BCR0 QGS

0 BCR

ET EA0 .QGS0 QBN

0

QBP QGS ETA BCR QGS ETA ETA0 QGS

ETA QGS QGS QGS ETA0 QBP

ETA QBN

4

5

1

4

5

5

5

4

5

1

5

51

5

5

1

5

5

5

5

5

5

5

5

5

5

4

5


50/163

pendix - Fire

D DD DD D DD DDSITE SITE SITE SITE SITE SITE SITECATEGOY BASE 3/1098 $/# BASE 3/198 $/# BASE n f fe


51/163

82 738 06 37 28 3 6 82 738 06 37 28 3 0

2 8 76 6 302

3 23 038 387 0 37

7 20 6 0 30 0 3

Subro ation. fe bmn 6 77 0

2 $ bmtted 03 82 738 237 87 28,33. #fe bmttedClen n en$ t de$ 8608 2002 203 8778 60 2208

3207 208 766 708 2866

806 76 20 3 3872

233 2002 326 8778 73 22086832 2002 3773 8778 6300 2208

Conents8032 2 00 388 6302

608 2 03 37 6302

3 ne tem de 36 73 27 3 03. f$ tken n de 2727 072 7 826 360 te ene 266 73 6 03Sze of Loss Dsbo An ss

A0- 00 6.38 2 28.3 8 .27 2 0 - 000 23 22 20 8 3 3C. 00 - 200 286 328 2 36.70 0D 20 - 000 6 30 2.88 20.8 2E. 00 - 0 000 073 6 3 8.26 0 00- 2 000 073 000 0 83 2 2 00 - 0000 282 000 0 83 2H 0 00 08 000 0 000 0

00.00 77 0000 6 0000 0

\

ROSEVE MCO FRE MEASUREMENT DATA


52/163

CATEGORY B 51 Files Files 1 Files Files 1 FilesSeveri/Closed Cost

1. av fe severity 15767 5.96 1 6278 7.2 17 8.059 7.9 172 av o ed o 1503 1 5.727 5,948 6929 7.832 7.7383. oeseverit 9.569 4.634 3166Proces Compliance

1. Subrogat ion N 905 94.72 Su ue c eanin N 938 97.13 Repair v Replae N 100 95.74. uome Sev e N 762 8085 oe N 875 9096 Vedo Mana ement N N 81.8 813Subrogation1. % fe ubmo 48 27.4 303 36 31.7 2599

2 % $ ubmed 112 346 33 39 1 49 4733 #fe ubmed 14 23 36 45 46Cleaig1. % e $ o dwe $ 42 9. 1 8. 1 79 6 1 633Repair

1. e + repair $ 27.1 584 61 469 378 4291 o o drall $ /

2 ce + repair $ o 7 305 32.4 242 20 3033 o be $Specalty Trades

1. % s d $ o dwe $ 8 8 1 7.8 7.3 10 9172 % lusum bd 4.6 4 43 3.5 4. 1 4.34

ROSEVE (cont) B 51 Files Files 1 Files Files Files

+

SUDDlementsPACs 208 Fls 20 ils.$and # Suoo (15 $3689425) $38,05627


53/163

,1. Mssed damaes $1.056 3 $25414\ $3.539 15)2. Hdden damaoes3 Usat clean $165051 $16 6692

4. sat repas $571 $574(1 $5741)5. Iorect measure.

6 Iorrect Pn7. FRC $963(4 $2 1008 $2 10088 Ceann vdor SUP. $1051 $1051 $10519AE $1,391(1) $13911\ $1 391110 Exense avet $1.550 2 $1 550(2 $1550211 Other $5550 3 $12,128(7 $12128(72 $and # Cont SUDD $4802 '2 $14786(4) $15 130(5)1. Missed item(s)

2 sat clea3 Cod not lean $9 6681 $9668 1 sat repa5. Iorect Pn $23881 $2 388 1\ $2388 1\

6 e vefaton $2,4 14 (1 $2414 1 $2414 17 FRC

8. Othe $3161 $6602\Size of Loss Distrbuo s s 5 Files 76 Files 00 lis 42 Flis 77 lis 208 Flis 20 isA. 0- 500 16 8 15 16 501 - 1000 19 7 38 39C 1001 - 2500 36 29 58 63D 2 501 - 500 15 19 38 46E 5001- 10000 19 2 23 25F. 10001- 25000 18 6 17 19 25001- 50000 16 6 11 13 50001 + 11 3 8 9

Percen%isA. 0- 500 10.67% 8.00% 7.21% 696% 501 - 1000 1267% 1700% 1827% 16.96%

C. 1001 - 2500 24.00% 29.00% 2788% 2739%D 2501- 5 000 10.00% 1900% 18.27% 20.00%E 5001 10 000 1267% 12.00% 1106% 1087% 10001 25 000 12.00% 600% 817% 8.26% 25001- 50,000 10.67% 6.00% 5.29% 565% 50001 + 7.33% 300% 3.85% 3.91%


54/163

penx CC


55/163

pendx - CC kll etAnalyss

Kowldg/kl Mrx


56/163

rer y E. ece Te r Ose r.knw. sk knw sk kw sk knw.

usr --- 1 - 2 3 -Phone 1 -- 2 --- 3 -Face to Fac

---

1- 2 3 errs -- 2 - 3 3

-Coachng - 2 3 --- 3 -Orgnz -- 2 --- 2 2

-Hg Vo of Cams -- 2 1 1 -Complex Clams --- 1 - 2 1 -Coordnaon - 3 - 2 2

Tcnc Mtgaon

3 1 3 3 3 3 3-Coverag Eva-Contratua 3 3 2 2 3 3 3-Damage Cov 3 2 3 3 3 3 3

-Subrogaton 3 2 2 2 3 3 -Strcture

-Struture Sope 3 2 3 3 3 3 3-Strutre Est 2 1 3 3 3 2 3-Fast Track Est 2 1 1 1 3 2 1

-Contents

-Contents Scope3 2 3 3 3 3 3-Contents st 2 1 3 3 3 2 3

-Fast Trak Est 2 1 1 1 3 2 1-AE 2 1 2 2 3 2 3-Vnor Managemt 2 1 3 3 3 2 3-Trn nayss 3 3 1 1 3 3 1-Manfram Caabl 3 3 2 2 3 3 2

Knowledge- The undeanding of a specific pcess, aiviy or issue.Skill The ability to apply knowledge and execue ivies laed o a specific pocess or cusomer elaed issue

1= Evden 2=Compeen 3=Advanced

sk33

3223133

3333321

32133 . 12

se rkw. sk

-- 3--- 3---

2--- 2--- 2 3- 3

- 1- 2

3 23 23 23 22 22 21 1

2 22 21 12 23 21 13 3

Kowlg/kll Mrx


57/163

rc sr nns sr Exss srkw. sk knw. sk knw. sk

usr c 2 2 --- 2Phon 2 2 2Fac to Fac --- 2 2 ---

nrrs - - Coac hng -

Orgnn 2 2 --- 3Hgh Vol o Clams 2 2 --- 3Complx Clams 2 2 Coordnato 2 2

Tcc Mtaton 3 3 3 2

Covag EvalContractal 3 3 3 3 2 amag Co 3 3 3 3 2 2

Sbrogaton 3 3 3 3 2 2Strctr

Strctr Scop 3 3 2 2Strctr Est 3 3 2 2Fast Trac Est 3 3

CotntsContnts Scop 2 2 3 3 2 2Contnts Est

2 2 3 3 2 2Fast Trac Est 3 3AE 2 2 2 Vdor Managmt 3 3 3 2 2 Trnd Analyss Maram Caablt 2 2 2 2 3 3

Knowedge The ndesandng o a spe poess ay o sse

S he ably o apply nowedge and exee aes eaed o a se poess o some elaed sse Eden 2Compeen 3Adaned398 \

Knowlege Ski ssessmen Dte:


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Aer Nae():Activity/Topc Know. SilCuoer Seice ----

Epathy 2. Exlanation - Exectations ----4 . Educate refe tech -- Comunication ---

a. Phne Etquette b. Face to Face ---

Prof Mannes -- Flexbilt --Inerpersonal

1 Leaeh -2 Motivatinal Counicaton -

4. Exlanation --- Pof. Mannes Coachin -- Flexbl -8 Analyical

Oranizational ---1. Potize Ren. -2

Pii-ctivity/Topic Know Sill

Techncl Con Srcure Scopea Tet Cleanb Tes ofDaagec Cean Vs RelacedReai Vs Ree Alt. Reai MethfMaterial IDg Measue/Diaga

Srucure Esmaea. AccurbPcingc. Fat Tack Est

Conen Scopea Tes fDaaebClean Vs Relacec. Reai Vs Red. Aea Allowancee. Mateal D

Conen Esaea. PEC

b. Prcing

c. Fat Track Est

ALE E

ALLSTAE JOB DESCRPON

JOB I L Cl i C ll OB CODE


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JOB TILE: Claim Controller OB CODE

BUSIESS UN: Prope EFFECIVE DAE

o direc e aciviies o O persoel i order o acieve e esablised goals o qualiy, severy,epee coro ad empoyee developme. o eecvely maage e worlow o e O persoel

J OSIILITIES. SSLS D ES (Refes he ressbes f hejb d cesdg sse ucs d ues whch fuhe descbe wh ccus n heece f he Resnsby.)

Isure a proper applicaio o e rage ad ari are beg apped o all e Os caims adose claims are beg properly disposed o, ad a promp, quay cusomer service s pvded

Isure quay roug revew o pedg ad cose iles Worw oer maageme e O o ideiy opporuy areas

rac peormace roug ierpreaio o maageme iormaio is2 Isure e Os compliace wi compay polices procedures ad processes wile corog

severiy's ad epeses.

Aalyze caim oss/epese repos oduc rerevews we approprae

i d O' l i i b l d i

JOB LE Clam C rller JOB CODE


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KWEDGE efe he kwedge usy ecess ee he execed eve f verercefr he s)

General Worng Knowledge Company organzaton tructure beneft polce an procedure Interdepamental relatonhp and functon ranng technqu Stat() nurance rule and regulaton

Advancd Worng Knowedg roprty poc Cam fl procedur Covrage vauaton ( nowdge of appcabl covrag ) ablty evaluaton ( nowdg of cae aw an tatut ) Clam polcy and proceure MCO organzaton and functon Mecanzd cam opraton CCR procee

Legal termnoogy an proce ( depoton and ubpoena ) Legal procee ( cout ytem and tatute ) Legal requrement ( rtrcton gudne genera law contract drectve )

Unqu Worng Knowedg Cam nvtgaton vauaton and ttlemnt technque wthn te ropey dcpln rag Matr applcaton

JOB LE: Claim Conroller JOB CODE:


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CL LOSHS/COCS

Is under he dreon o he Marke am Manager May dre he aves o roery eams usually no exeedng our emoyees dvses lam adjusers ee eam Leades and Marke am Manager on ehna am

maers onsuls wh Home Oe PO lam sa on ehna lam maers

SO MKG

roves lams dsoson whn ndvdua auhorzaon MOI hanges o lam assgnmens whh have had he Tage and Max aed

hares roval lam dsoson n exess o ndvdua auhorzaon

lam handlng durng hgh volume erodseommends

evey onro avy whn MO Granng auhorzaon Need orranngdeveomena aves hanges n am handng Imemenaon o newrevsed rogramolyroeduresraegy

N d d d

ALSATE JOB DESCRTONADDENDUM


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ADDENDUM

JOB TITE: Claim Controller

BUSNESS UNIT roper

b Requiremens abe o concenae on asks on a conssen bass

JOB CODE

EFFECTVE DATE

abe o appy conceps base on aw conacs case aw company pocy an/o poceue

abe o evauae an assess maeas eceve om ouse venos

abe o conuc oa communcaons va eephone an n peson

eabe aenance

abe o manage mupe asks as assgne

abe npu aa o R pesona compue an evew soe aa

abe o npu an eeve aa by usng ompany eeconc equpmen o ohe smacompabe eeconc equpmen

abe o vsuay nspec oss ses ncung cmbng ono oo ops

ALLTATE OB DECRIPTION


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ALLTATE OB DECRIPTION

JOB TITLE: ERVICE TEAM LEADER OB CODE

BUINE UNIT Prope EECTIVE DATE:

To rect the actvtes o a team o coornators ajusters an clercal so as to acheve ts goals o customersece cost contanment, employee eveloment, employee satsacton an employee retenton

B ONBLT, NL ND D (f hrssbs f h b d crrsdg ss ucs d Dus whch fuhr dscrbwh ccurs h rc f h ssby)

Manage uman Resources Evauate employees peormance Amnster sala ajustments. Develop employees n accoance wth ther abltes an company nees mplement the Companys Aratve Acton goals or the selecton, tranng eveopment an

promoton o mnorty gup members an women. Recrut hre an tran quale canates Prove ongong coachng

2 Acheve stanars oprouctv, ual an tmelness as establshe through ecent utzaton oresources.

JOB E ERVCE EAM EADER JOB CODE:


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JOB E ERVCE EAM EADER JOB CODE:

Assure te teams omplane wth ompany poles proedures proesses and reportngrequrements. Tran employees on poly proedures proesses and repong requrements. ontor peormane throug appropate revews Utlze management nfomaton repos

4 Aeve eves of ustomer satsfaton as establsed by the ompany ran empoyees on utomer nteraton skls nudng ompany desgned wokshops and roe play ontor performane through approprate revews obeatons and ommunate them Resove ustomer ones and onflts.

5Suo ompany ntatves and dretves

ead empoyees through procss hange.6. Peorm oter dutes as assgnedKWG f h kwdg uuy c h xcd f rrc fr h )

General Workng Knowledge ompany benefts. ompany organzaton and stuture Interdepamenta reatonshps and untons ompany poles and proedures ranng tehnques ompany suppoed tehnologes.

Advaned Wokng Knoledge

JOB ILE SERVIE EA LEADER JOB ODE


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JOB ILE SERVIE EA LEADER

H/ Repo o Make Cam Manage.

JOB ODE

Lead he acve o up o appromaey coordnaor adue, and/o oher empoyee whnhe MCO

Lead he acve o any eam a agned arcpae wh ohe Sece Team Leade n achevng MCO/Company e

MKG

rove:

Cam dpoon whn ndvda auhozaon

Tranng o empoyee Granng auhozaonRecommend

Cam dpoon n ece o ndvdua auhozaon

X

hree o ve yea o ae cam adjung eperence or eqvaen eperence Mu oban cene() where appcabe

WKG

ALLSAE OB DESCRIPION


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ALLSAE OB DESCRIPION

OB ILE SERVICE EA LEADER

BUSINESS UNI Proper

M

Checklist: Physical and Menta Reqirements ale t cncentrate n tasks n a cnsistent asis

OB CODE

EFFECIVE DAE

ae t apply cncepts ased n law cntracts case aw cmpany plicy and/ prcede

ale t evalate and assess mateials eceived frm tside vends

ale t cndct ra cmmnicatins via telephne and in pesn

reliale attendance

ale t manage mtiple tasks as assigned

ale t inpt data t CRT persnal cmpte and review sted data; ale t inpt and erieve datay sing Cmpany electrnic eqipment the simila cmpatie eectnic eqipment

ale t visally inspect lss sites incding climing n t rfs

ale t perceive and distingish emtins in teephne cnvesatins

ALLSAE JOB DESCRPON

JOB LE QUALI EVALUAOR JOB CODE


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JOB LE QUALI EVALUAOR JOB CODE

BUSNESS UN Property EFFECVE DAE

E

To evaate a assess cam settemets compete y Astate ajusters such a maer to compy wthproper a approve "estmatg techques as estashe y rery Prcess Mste

To trasfer techca epetse through coachg a trag of propey ajusters

To assst maagemet creatg strateges to aress propety severty through revew a ogogaayss of settemet ata

JB REPONSIBILIIES ESSENL NNS ND DES (Ree t teressbtes te b d crresdg Esset cts d Dtes wc er descrbewt ccrs te erce te Ressbty)

Assure cams are fary a accuratey evauate accorace wth estashe staars o f quaty Determe approprate settemet amouts

2 Couct UMCO Trag Prepare trag course matera a factate cassroom trag Couct othe-jo tag (oe o oe group) Couse wth empoyees o cam evauato maters Assst peope sefstucto/stuy programs

Advanced Woking Knowedge ocies ( enes eemen vaues3 ie pocedues

i i ( d i )


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3 ecsion usicaon (appova o denia) Lea equieens (esicions idenes enea aws conacs diecives) ocedua documenaon Accupo Esimaing ysem

K/ fs h k d by usuy css h xcd v fv c f h s).

Genea Woking ki/Abii Movae (deveop posiive cmae)3 an( esabsh goas and objecves) Coodinae wok wih ohes owads a goa)

Iepe Company epos3 Technica expese (consucion knowede damae evauaon and epas)

Advanced Woking ki/Abii: Coachng Oa wen and eephone communicaions Abe o poize and manae mupe asks as assned se sae

Faciaion3 ove obems

Tain Empoyees3 Anaysis and shan o echnca inomaon and epa echnques

PNP NHP/NS Repos o Make Cams Maae C uppos E eading ann needs esimain issues daa ndns ovdes obains o exchanes inomaon wh insueds camans amon ohes

WKG

abe to trave by car an/or ovegt by pane a neee


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b Requirements3 abe to concentte on tak on a content ba

3 abe to appy concept bae on aw contract, cae aw company pocy, an/or proceure

3 abe to evauate an ae matera receve rom oute venor

abe to conuct ora communcaton va teepone an n pero reabe attenance

abe to manage mutpe tak a agne

abe to nput ata to CRT perona computer an reve tore ata abe to nput an retreve ata by ug Company eectronc eupment or oter mar,

compatbe eectronc eupment

abe to vuay npect property o cene

abe to perceve an tngu emoton teepoe converaton abe to vuay an pycay npect amage abe to convey etae, mpoant, compex normaton to oter accuratey an ucky abe to ea wt averara conrontaton

SE JOB DESCRPON


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JO LE: Ot e Clam Coornato CODE:

BUSESS U Pry EFFECVE DAE:

o ient iet, an oonate the neea eoe on laim to ene the tome' omptatiation an ahiee ompan goal

OSTS FS D DES (Refe eessbes f e b crresg Esse Fcs Des wc fer escrbew ccs e ece f e essby

Ahee Optimm Ctome Seie Maintain a oteo an poeiona emano in a ang with th pbl ent e an

jgment an ition to appl PCCSO Ging Pinp an PCCSO' Co o Eth Inteat wth Alltate polihole an laimant an tak a tp nea to en thateah i ompletel ati in kping wth Alltate' ommtment to tom ei Manag a wokloa a agne n a tim an pot ahon At a owne o th tom atonhp A the tom kpt nome o laim ipoiton Poie ompet an thoogh explanation to th tom Poie a haleee laim experen o th tome

JOB LE Otse Cm Sec e Coorntor OB COE:


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5 pte n em/MCO rnng3 Attend nd suessfu ompete requred ehCor ourses3 Compete other ppbe trnng ourses s dreted3 Attend trnng sessons s ppnt3 Attend meetngs to obtn nd she nformton Assst n te trnng/deveopment of other empoees

eom Other Dutes As AssgnedKWLGE efers t the kwedge s ecess t eet the execed eve f ver

ece f he st)

Gener Workng Knowedge: eson justfto ppv or den Where ppbe smmons nd ompnts3 Stte(s} nsurne rues nd regutons3 Mnfrme pbtes

3 Struture/ontent estmtng3 Settement nd reese optons3 Subro prtes nd fe preprto3 Compn orgnzton nd stuture

Advned Workng Knowedge:3 oes Coverge evuton ALE evuton

JOB I L Out e Clam S er Coorator JO ODE:


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Adanced Wong l/Aly (con.)

mpahe wh nsueds camans

Lsen Pesuade and nfuence gane own wok flow and manage clams as assgned n a mey ashon oodnae fe aces (wo w ohes owads a goa) Rean an ge decons o ohe esouces n he cam pocess as neede Resole an manage conls dung he couse o each cam seemen3 ucue/conen esmang

Ale o poe an manage muple ass as assgned Ac on clams pofessonay

RL RL/3 Repos o Sece Team eae Podes oans o exchanges nfomaon wh nsueds adjuses among ohes Pacpaes wh ohe eam memes n acheng eam esuls3 Podes gudance and decon o ajuses

MKG

Aoes: lams dsposon whn nddual auhoaon

ALLSAE JOB DESCRIPION


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JOB LE O se Clam Se e Coornaor

BUSINESS UNI Prope

DDDUM

Chckls Physcal and na Rqurmns3 al o concnra on asks on a conssn ass

JOB CODE

EFFECIVE DAE

3 al o appy conps asd on aw, conracs cas law, company polcy, and/or procdur

3 a o aua and assss maras rcd rom ousd ndors

a o conduc ora communcaons a phon and n prson3 rla andanc

3 al o manag mulpl asks as assgnd

3 al o npu daa o CRT, prsona compur and rw sord daa al o npu and rr daay usng Company lcronc qupmn or ohr smar, compal cronc qupmn

3 al o suay nspc oss scns ncudng

3 al o prc and dsngush moons n lphon conrsaons

ASAE JOB DESCRPON

JOB IE I ne Clam Coornaor JOB CODE


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JOB IE I ne Clam Coornaor JOB CODE

BUSNSS UNI Prope EFFECIV A

o identify, direct and coordinate the necessary resources on claims to ensure the customers' completesatisfaction and achiee company oas

OIITI (efe heessbes f he b d cresdg sse ucns d ues whch fuher descrbe

wh ccurs he erce f he essby)

Achiee optimum customer seice aintain a coueous and professiona demeanor in a eaings with the puic; ientiy issues an

use judment and discretion to apply CCSOs Guiding Principes an PCCSOs Coe of thics Interact with Allstate's policyholders an claimants and take a steps necessa to ensure that

each is competely satisfied in keepin with Allstates commitment to customer serice

anae case workoad as assined in a timely and productie fashion Act as owner of the customer relationship

Assure the customer is kept informed of claim disposition roide complete an thorouh eplanations to the customer roide a hasslefree caim expeence for the customer

2. irect the file actiities erify appropriate use of resources for claim handlin roide uidance and direction to the resources on claims

JOB L se Cam Coorator

5 Pte em/ t

JOB CODE


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5 Pte em/ t3 tte suessfull omlete ll eque eo ouses3 omlete ote lble t ouses s ete3 Atte t sessos s t3 tte meets to obt se fomto3 ssst te t/evelomet of ote emoees

Pefom ote utes s sseKG eers t te kwedge usuy ecess t eet te exected eve f overerce r te st

Geel Wokg Kowlege3 Deso justfto (ov o el Wee lble summos omlts3 Stte(s sue ues eultos Stutue/otet evluto/estmt Auo PE3 Veo eltos Settlemet elese otos3 Subo tes fle eto om ozto stute

ve Wokg Kowege3 Poles3 ovee evluto3 evluto3 Suboto etfto

OB LE s e am ooraor OB ODE

Advanced Working Ski/Aii (con


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ersade and inence rganie own work ow and manage caims as assigned in a imey ashion

oordinae ie aciviies work wih ohers owards a goa)

a Reain and give direcions o oher resorces in he caim process as needed Resove and manage conics drng he corse o each caim seemen Mainrame capaiiies Ae o prioriize and manage mipe asks as assigned Ac on caims proessionay

LE ELOSHS/OS Repos o Seice Team eader rovides oains or exchanges inormaion wih insreds adsers among ohers aicipaes wih oher eam memers in achieving eam ress3 rovides gidance and direcion o adjsers

DESO MKG

Aroves aims disposiion wihin individa ahorizaion as rack caims ony

Recommends

aim disposiion in excess o indvida ahorizaion as rack caims ony)

ALLSAE JOB DESCRIPION

JOB ILE: I nie Claim Coorin ator OB CODE:


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BUSINESS UNI Proer

M

heckis Physica and enal Requremens able cncenrae n asks n a cnsisen basis

EFFECVE DAE

able apply cnceps based n law cnracs case law cmpany plicy andr prcedure

able evauae and assess maeials received rm usde vendrs

able cnduc ra cmmuncains via elephne and in persna reliabe aendance

able manage muliple asks as assgned

able npu daa R persna cmpuer and revew sred daa abe npu and rerieve daaby using mpany elecrnic equipmen r her similar cmpaible elecrnic equipmen

able perceive and disinguish emins n elephne cnversains

able cnduc in persn meeings wih members he public

able ravel by car andr veigh by plane as needed


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pendx HDS

PGM NAME PROPERTY WOKFLOW SYSTEM DATE


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* * * REMDER: CONAC PEDG SHOULD BE REVIEWED SEVERAL TES DAILY **

0 CONTACT PDATE

02 - ONTAT PEDNG

03 NVOLVED PERSON STATEMET

04 SHEDULE FOLLOW P

05 EVIEW FOLLOWP

06 DARY

0 LA ASSGMENT MESSAGES

08 CLENTFLE (deliver when available nt in /398 delivery)

SELECTON

CLA NER:VOLVED

ENER AIY 0-LRS CS 6-DECORY 22-CSS

la nuer wuld e needed r selens 0 03 04 06 and 08 nvlved wud e needed rseletins 0 03(t add a st) and 04 Selen wud ansfer t new sreen r pturg rdinatrntats Seletin 2 wuld ansr t ntat pending sreen (prperty nly) Selen 3 wuld ansrt

PROG NM ** CONAC UPDAE ** DAE


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CA NMBER

LO REPOR DAE

COMER NAME POC NER

COONAOR DEK COORNAOR NAME

PROCESS CD: IF9:__ TRAGE CDINITAL EMPLEMPL METHOD FAL EMPL EMPL METHOD

TYPE TYPE

SURD CONTA

AGENT CONTAC

CLEARCANCEL FlLP F-JN

MEOD OF CONAC co1 Pon Mal - pon

ag co n Coonato - Out Coonato - Ep Nonpoc Volum poc

Empl yp co1 n Coonato Ot Coonato - Exp

Poc co - gng wat zng - wn

6 al7 t8 - cl9 - o

ED nal conc at mut b qual o at an t lo po at Agnt contact at mut bqual to o gat tan t lo po at N to play mploy yp n, out coonato op f mploy pfomng a nt ol tan wat nomal alow to b ovlay an a

ON ** PATE ASSGNMENT - NON-ATO * * /1/98LOC 3


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LOC 3CLA NMBER 18444 ESK E LRS CO REASSGN NMBER 1LRS ATE 98 ASSGN ATE 1 1 98 CLOSE ATECSTOMER NAME LAST WALES FST ERMO 1FL SB-PROCESS C

EL F3 NSPECT A TEPA FM

ELETE(

VENOR NAMEESTATE ATE EST $ATE PA TOTAL PA $

STMA T DAT ESTA $VENOR EL

CONTROL NERCSTOMER CALLBACK ATE

A VENOR( CLOSE ASSGNNT( VER VENOR ELETE(/NTRNSFR TOROCSS CLEAR-CANCEL PFHELP PF3-RTRN PF7BACKWA PF8FORWAR

N a ma a npu N chang u qu ha a npu n hpc cn (f CCPR nnau n N a a anf upa pc cnpnn n pc c n amn Shu a an pc upa a

aa cc a ac c


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Modi the Dispatch main meu scree to add a new optio r passing into datacollectio input screes r gatherig the key Homeower CCPR result.

ON0200 DISPATCH SYSTEM MIN MENU 0 1 / 2 1 / 9 8

1234

56

789

- DI SPATH ASSIGNMENT 1 0- UPDATE ASSIGNMENT 1 1- TRANSFER ASSIGNMENT 1 2- LAIM ASSIGNMENT MESSAGES 1 3- BROWSE ASSIGNMENT 14- UPDATE SUPPLEMENT ASSIGNMENT

- D RI VE - IN LOG- VEOR MENU- D I SPLA L3 0 0 INFORMATION

QUALIT REINSPETION IFORATION ORRETION/NEL/REOPEN MENU

ATASTROPHE MEN- ROSS REFERENE DIS PLA- TRANSFER SUPPLEMENT ASSIGNMENT

15 REONILIATION

1 6 - REATE UP/AF ASSIGNENT1 7 - ADDIT IONAL MEASUREMENTS1 8 - HOOER CCPR POCESSES

SELET OPTION :

LEA-ANEL PFl -HELP PF3 -RETURN

N060 UDAE HMENER RESSES 0 4 / 2 4 / 9 8


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FR INDIVIDUAL UDAE ENER

LAIM NER LRS ID

R

DISLA LIS F ALL SELE

RESS D AND/R

EMLEE ID ( ? )

LEAR NEL F HEL F3 REURN

R

ERAGE

VENDR ID ( ? )

PROG NM

SL CLA

** LST OF HOMOWR PROSS ASSGNTS * *

LRS CS OM R PROC SS N

AT


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SL

(X)CLANR

LRS CSOMR O NAM

PROCSS N

TOTAL

LAR CANL FRTRN FBACKWAR F8FORWAR

On he ing screens, aumaicay ppuae eds here daa is aeady avaiabehrugh he assimen prcess. hese ed e r dispay/inrmain puses ny


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hrugh he assimen prcess. hese ed e r dispay/inrmain puses nye.g. assignmen csure dae MO ec.

PROG II PROCESS TELAM NER 12 34 6 8 90 EMP NAME PROCESS CD IN PROCESSNPETON TPE N TAL ERVE ALL NPETON DATE ON-SITE EST Y/N_CUST H AT INSPECT Y/N _ON ROOF INSPECT -

COMPLEXITY OF ROOF l - 3 TYPE OF ROOF - IF -SCOPE ROOF DAGE l -5_ACCUPRO USED FOR EST Y/N _ OMP DATE CHECK ISSUED ON- SITE Y/N_CWP REASON CD - _ETTLE ERVE ALL GROSS EST ROOFNET ET AMT - DED GROSS EST OTHER STRUCT/CONT/ALE NET ET MT :SRO SMISSION TYPE SRO TRIX COMPLIANCE Y/N

NAGET ITE OFF DATE INSED REPRESENTATION

TANFER TO ( ) LER-NEL -HEP -RT

FROG N TR CX ROCESS TE


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CLAIM NUMBER : 12 3 45 6 78 90 EMP NAME : OCESS CD N OCESS

SPETO TYP : TAL SERV ALL SPT DATE

ST TE OMP DAT SETTLEMENT SERVE ALL LOSE DAT :

TIE LEVEL l - 4) ON-SITE EST Y/N CHECK ISSED ON-SITE Y/N)

CW ESON CD (1 -3

MITIGATION ATTEMTED Y/N) MITIGATION SUCCESSF Y/N

CLENING O ASSIGN DATE CLENING AMO

SO SMISSION TYE ( 0 3) : SO TIX COMLIANCE Y/N

NAGENT ITE OFF DATE INSED EESATION

TRNSER TO ( S ) :

LAR-NL l -HELP RETURN

PROG RE STRCRE PROCES S TELAM BER 2 4 56 78 EMP NE PROCESS CD IN PROCESS


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LAM BER : 2 4 56 78 EMP NE PROCESS CD: IN PROCESS:

NSPEON YPE : N AL SERVE ALL : NSPEON AE :ES MAE OMP AE : ES MAE AM : SELEMEN SERVE ALL ONSITE EST: Y/N) CHECK ISSD ON- SITE Y/N) E: LOSE AE :

CWP RESON CD (l 3 SRO SMISSION TYPE ( 0 3 SRO TRIX COMPLINCE Y/N)

NENT ITE OFF DTE

CLNIN OR SSIN DTE:

RANSFER O ( S :

LEAR NEL F -HELP F3 REURN

INSED REPRESENTTION

CLNIN MOT:

Each eld with a numbered choice will have F eld help with the coesponding valid choices to seect om.

ROG IRE OS PROESS TE


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LAM E 12 34 56 78 0 EM ME OE ROE

PTO TP TAL RV ALL PETO DAT

T OMP DAT T MT ETTLMT RV ALL

ON-SE EST Y/N ON-STE NVENTORY ATE HE SS ONSTE Y/N

LO DATE RD EPETATO LG VDOR A G DAT

LNNG AMOT P RSON l 3 SRO SMSSON TYPE 3

SRO TRX OMPLANE Y/N NAGNT TE OFF ATE

T TO

LARL HEL ET

ac ed wt a numbered cce w ave ed ep w te crrepndng vad cce t eect m

CW Rean cde - N cverage

nured repreentatn cde0 - Nt repreented

PRO ROWSE SPPLEET DATE


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SPPLEETS

DATE OP/DEED AOUT SP TPE


DATE OP/DED AOT SP TPE


DATE OP/DEED AOT SP TPE

LEAR- AEL 3 -RETUR

n t h mp/vn nm? H many in hu ipy? n pin (mthn uppmnt? ipy ny uppmn p cv f inmnt c m ipy uppmnt cim numb?

PROG M ** QUALITY EINSPEION IFOMTION **

CA NUER: RS COV: PR: PROCSS CD

AT


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CA NUER:

MOI E

EPA STATS (B/A)

SUPPEMNT RENSPCT:

****

XCPTONAREA

XCPTONTYPE

RS COV: PR: PROCSS CD

E NAME

REINSPECT E ESPET E T

SUPPMNT CAT DT:

EXCEPTIONS ****STT

AMOUNSPCTAMOUNT

AOUNTFEENCE

CAR-CANCE Fl-HEP F3RETRN F9-PRT SCEEN

Pate aer WON0760 only dieences woud be exception area codied vaues and edit toexception type.

PROG M * * QUALY REINPECON ORMAON ** DAE


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CLAM NUER: LR : COV: PEIL: PROCE MOI: EEND : EED NAME:

EPA A: BD/A RENPEC E : EPE E D:

UPPLE RENPEC: PPLEMEN CREAE D:

*** ENPEON ***

OI EDOLLAR A:% A:ECOMIC OPP $:ECOMIC OPP %:PPLEMEN AM PD:DOLLAR A:% A:ECOMC OPP $:ECONMC OPP %:

COEN:

EX CLA #: LR : COVCD: MO: ELEND :


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eogia opey es I Resuls r lams lose rom 22 hough // ea saisfai Alaa lams g is ei was .8% eal saisa was 10 eeage s ge laims a wee hae by a CSC

100%

95%

90%8

85% 8

80%

75% 73%

70%

el Sais Liel Reewl

( Ress are base on ICSS srveys conce g hs peo (4 cla s hae by a CSC an anle wiho a CSC( Cas who a SC ince:- Clais opene anor cose befre 8- Clas ha no go o a CSC e o anoraly igh cla voe

( Macon c ais ar e no ince in eie CSC or NoCSC rs (Macon's oveall saiscion rig his peo was 8 fr cas

Clams wi a CSC Clas wi a CSC


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eo ia opey e Rel aim oe fom 2/2/ o // Oveal satisfacion has predominantly trended higher or caims wth a CSC than claims wihout a CSC during his 1 1 week eriod

00% 00% 00% 00%00%

90% 89%

80%

70% 60% Caims wi a CSC( Clams who a CSCU50%

40% 30%20% 29%

10 %

0%

223- 32- 39- 3/16- 323 330 4/6- 4/13- 4/20- 4/2- 5/4-

3/1 3/15 3/22 329 4/5 4/12 4/19 4/26 5/3 5/10Claim Cosure Dates

( 1) Mssg po are the esul of zeo srveys being condted hat grop drng a gven wk2 R a ba on 13 ICSS ss cond g rod 64 cms han by CSC nd 71 hand who a CSC}

Homeowner' CCPRImpleentaion PanSe. 10, 998


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Hmewne' CCmemenn n


95/163


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We are here wh a new approach o uoCCR

The "New pproach o uo CCRis all abou ledrshp

Remember h n svery nd +10n cusomer sasfacon w promsed

r plee


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W a h o suppo you in pocsscomplianc and xp xcuionInese Mdeli Role lay ad Cacig

W will help you proriiz your wok

We wll help yu cus

We wll show you how o lock n processcomplance hrough exper execuon of

' j b


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eveone's new job.

nd everyone does have a new jo

e's alk abou our nw rols n henfrasrucure of -CCSO

"SHOW NFRSTRUCTURE SLDE

You may have thought....W I in n A in?


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lthough we've ut uto and Casualtout of necesst, we ow mst merge the work,we are all o the team, in t sme game.

Let me gie yu an xapl:

Sim I A p

I d you, should epect them to pplyd i o tht eiene cl ith heclimt me s true if o ij ury


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climt. me s true if o ij ury

Provbleefendbe

other exmple f conict beteenuto d Csult CCR s proper LOUhdlig.

here is ot different tdrd fr injredimts.

If we owe t, explore all possbltes,r rnal i rrn in pprpriape vehcle and maag e mber of days


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pe vehcle and maag e mber of days

We nd o work very ard merge these o

rs.

I ever sad "Roll u alty !


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If ay leader, Ao or Caaly,makes a call o laly a le reew,whether a jury le or o,

t should e the exact same call.

If a repped Clam Rep. deerme 5

eglgece o he red cla,t does o feel deed/provale.

WHT CC BNGS STTE N


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OCESSES THT WLL VE MVE CSTMSSFCTN MVE CST CNTNMET

SOTNG TOLS TO HEL TZE WK

NTNSE . . . . . . . . . . . . . . . . . . MOELNG OF BEH

BSOLTE CMMTMENT TO STTE N

WH CCP SKS OF PSE N


104/163

POVE N ENVONMEN H ENCOGE/EXPECSCHNGE

ECOME OLE MOELS OF CHNGE EHVO

VE "GE P ENCE O N EVEONE H HGHWLL

VE EO OLENCE FO

LOW WLL

ESNCE O CHNGE

LC OF POCESS COMPLNCE

/SQ /3 ()


105/163

S RSRS SUS

a I

: ( G LP M . . / - : V A - u rw . 7c&tA f . .

w b - J .


106/163

8

r: 969 930 ' 1 966 9

95 '7

\7

, _.:l i% _ . . P OMPOPOP MG


107/163

1 25- 121.2

5

5

urce: Fast Trck 1 2M

\K7

AI.STTE vIPA SEVTY CO

CMRHNSI


108/163

1 20 -N_D_X_T_0_1_9________________-

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romoD:Sbjec

ohn RardonSSMTH2 CS CQ67/1/98 110amUpstat w ork asi Foardd


109/163

ScottI..Su can you gt a coy of this to D and Scott aso

Thx

jr

To:bjec

Ga DundasD47PPCCLMS1 MDON O/3/98 6:58amUpstate ew York Baseine


110/163

-I faxed a copy o the baseine packet to Sue Winkelman to give to you this w,. \ morning - been having a ite E mai troube. .f VWanted to just give you a quick synopsis o resu.Damages Qeral qua ity was %. RO came in at 7% , Fied 0% and DI 7%.Opportunities in ERcompance, wng es on a bes case scenerio teardown ( pending mgmt wi hep ) and more oversight The big of repairvs. epace missed damage and no visibe damage were common exceptions aweek ood news in that there is economic oppouniy in the damage arena

Segmentation ercent o es with improper iabiity decisionssd. contact and assignment was 47% an 72% Cmt. contac nment was% and 0%. Matrix comp iance was % with opportunities in cmt and insd.diver statement and inteiews and review est. and photos.

ota Loss Determin as _4% based on reinspections Vauation is area opportuniy with@curacy and an average $.00 exception.Seement accuracy was 7% with an average variance o $22.00 Conditiongs by far the biggest thing we saw this week.

Tota het !00% on verication o vehice existence. Verification of theftwas % and matrix compiance %. Most o these areas are things we can workto ix prety quicky.

ood enthusiasm and suppo evident in CSA Look foard to kick o week.Think we wi be very successu in CSA. Have aready estabished many goodpartneships and identied opportuniy areas.


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SUY NDINGS


112/163

0

w

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ag - rl ematng qualt w in a sini cntpcs comlice ooni ex Oer esma aw Field 90% a Dv

Liai/egnon sakig ini sgntopni % o l avng ipp liabi si o ot ansucie nao u e ail isin. Ins h cot

is 4, ile ins asigment is 2% aant coc ad aien a38% a 5% ly

Tl Ls ol einao arc 4. ual poniex aluao (1%} and e eet p1)

e Vic exisce w e 1% of te te Sigicat

p exs i ion f e e 68%} an a oiac (18)

SA SZS R RSPECN SS


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allstate/mckinsey bates h000002820

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