Thanks for calling ALLSTATE where you're in Good Hands. This is MILTON.

How may I
help you?
*I will be happy to help you with that. Were you involved in an accident?
I’m sorry to hear about your accident; I’m Sorry you’re injured.
here to assist you and get your claim started.
*But I am glad to hear it’s nothing
“Is everyone involved doing OK?”
too serious and everyone is doing
I’m happy to hear OK.
everyone is doing OK.
I’d be happy to get this claim started for you.

4. READ THESE INITIAL EXPECTATIONS VERBATIM:

We will be setting up your claim today. Once your claim is established, I will
provide you with your claim number and claim handler information and we
will then discuss the next steps in the process to ensure your claim is settled
quickly.

►Let’s get started by getting some information about you.

Loss Setup
-INSURED- -CLAIMANT | TPC | ATTORNEY | OTHER-
1- May I have your first and last name?
1- May I have your first and last name?
2- Is your POLICY with ALLSTATE? -
2- Is your POLICY with ALLSTATE?
*YES. Is the policy in your name? NO. May I have our Insured’s POLICY number?
3- What is your policy number? 3- When did the accident happen?
*To make sure I have that accurate. It’s __. 4- What time of the day that happened?
Policy # not found. ► I am unable to locate a valid
*If you don’t have it handy I can look it up for
policy in the name of the insured based on the
you. information you have given me.
4- When did the accident happen?
Please feel free to call us back when you have been
5- What time of the day that happened? able to locate the needed information. We are
available 24 hours/Day and 7 Days a week.

Loss Setup Details

1- Mr./ Mrs. _ Can you please tell me a little bit about HOW the accident happened?
*Add TYPE OF LOSS and LOSS DETAILS. *Well, these things happen. The important part is that you’re OK
2- It’s just _ vehicle(s) involved in the accident, is that correct?
*Were there other vehicle involved or just yours and the one that hit you?
3- What street and cross street the accident occurred on/ the parking lot is on?
4- What city and state is that in?
 *Thank you for that information, Mr. / Mrs._

-INSURED- -CLAIMANT | TPC | ATTORNEY | OTHER-

Now I’d just like to gather your current First, I would like to ask you a few
contact information so we can be sure to questions about our insured and the, I will
get a hold of you during the claim process gather you contact information and the
if need be. details of the damages to your vehicle.

1- Did you experience any pain,

1- Did our insured experience any
discomfort or receive medical
pain, discomfort or receive medical
attention as a result of this
attention as a result of this
accident?
accident?
*YES. Were you treated, examined or
transported by AMBULANCE? … *Necessary to capture. 1) Gender
*NO. That’s GOOD to hear. 2) Date of Birth

2- May I have your mailing address?

2- Did Mr. / Mrs. _ provide you with
3- May I have your preferred phone
his/ her mailing address?
number? ► What type of phone is
3- Did Mr. / Mrs. _ provide you with
that?
his/ her preferred phone number to
*MOBILE. We can send you text
contact him/her?
messages with UPDATES on the status
of your claim. Would you like me to set
4- Did Mr. / Mrs. _ tell you if that is a
that up for you? home, work or mobile number?
5- Do you have another phone number
4- Do you have additional phone
for Mr. / Mrs. _?
number we can use to reach you if
6- - Did Mr. / Mrs. _ give you his/ her
need it?
email address?
5- Do you have an EMAIL address we
can use in case we need to contact
you?

Insured Assets
-INSURED- 1- Were you the driver at the time of
the accident?
Mr. / Mrs. _ Now I would like to gather
some information about your vehicle.
-CLAIMANT | TPC | ATTORNEY | OTHER-
What is the year; make and model of your
vehicle? Mr. / Mrs. _ , let’s talk for just a moment
about Mr. / Mrs. _ vehicle. And then I will
ask you some questions about your
vehicle. What is the year; make and model 1- Was Mr. / Mrs. _ the driver at the
of our insured’s vehicle? time of the accident?

*Driver is NOT listed in the policy.

-Can I get the first and last name of the driver?

-Do you have a preferred phone number for him/ her? ► TYPE?

-Do you have additional phone number for him/ her?

-INSURED- -CLAIMANT | TPC | ATTORNEY | OTHER-

2- Did you have any passengers in the 2- Did Mr. / Mrs. _ have any
vehicle with you at the time of the passengers in the vehicle with him/
accident? her at the time of the accident?

*YES. Did the passenger(s) e any pain, discomfort or receive medical attention as a result of
the accident?

Mr. / Mrs. _ Now I would like to gather Mr. / Mrs. _ Now I would like to gather
some information about the damages to some information about the damages to
your vehicle. Was there any damage done our insured’s vehicle. Was there damage
to your vehicle? to Mr. / Mrs. _’s vehicle that you noticed?

*YES. Can you tell me a little bit about which areas on your/ his/ her _ were damaged?
Can you describe the damages to your/ his/ her _?
How about the_ or the_? | Where was the point of impact?
More than 3 YEARS ►Does your vehicle have
more than 100,000 MILES on it?
-Would you say his/ her vehicle was safe
-Would you say your vehicle is safe to to drive?
drive?
-Was your vehicle towed from the scene? -Was his/ her vehicle towed from the
-Did you see fluids leaking from your scene?
vehicle? -Did you see fluids leaking from his/ her
-Do the doors open and close properly, vehicle?
including the trunk/ tailgate/ hatch?
-Was there any unrepaired damage to -Do you know if the doors were still able
your vehicle before the accident? to open or close, including the trunk/
-*Have you by chance been able to get a tailgate/ hatch?
written estimate for the damages yet?
*If applicable.
-Mr./ Mrs. _ will you need a rental
vehicle while your _ is being repaired?

-Would you like me to establish a

 Third Party Assets

-INSURED- -CLAIMANT | TPC | ATTORNEY | OTHER-

Mr. / Mrs. _ Thank you so much for the Mr. / Mrs. _ Thank you so much for the
information have provided. Now I would information have provided. Now I am
like to gather some information about the going to ask some questions about you
other driver. Starting with the vehicle and your vehicle.
involved.
1- What is the year, make and model
1- Do you happen to know the year, of your vehicle?
make and model of the other
vehicle?
*OPTIONAL. *OPTIONAL.
-Do you happen to have the license -Do you happen to know your
plate number? license plate number offhand?

-Do you know what state that plate -Is your vehicle registered in_?
is from?

Third Party Participants

-INSURED-

Mr. / Mrs. _ Thanks for providing the -CLAIMANT | TPC | ATTORNEY | OTHER-
information on the other vehicle. Now I
Mr. / Mrs._ are you the owner of the
would like to gather some information
vehicle?
about the owner.
Thanks. Now I would like to gather your
1- Full name of the owner + Phone
contact information.
number + Mailing address +
Additional phone number + Email 1- Phone number + Mailing address +
address + Injury. Additional phone number + Email
2- Do you know if Mr. / Mrs._ is address + Injury.
insured? 2- Mr. / Mrs. _ Who is your insurance
*YES. Who is Mr. / Mrs. _’s insurance policy with?
policy with?
3- Mr. / Mrs. _ Have you filed a claim
3- Do you have his/ her insurance with your insurance yet?
policy number? *YES. Great! I will make sure your claim owner
4- Driver + Passengers. gets that information.
5- Damages to Mr. / Mrs. _ vehicle.
-May I please have your policy number?
 5- Damages to vehicle + Rental.
4- Driver + Passenger.
Participants

► Have to visit COVERAGES page. ***Never discuss or document with: Agent, attorney, TPC…

-INSURED- -CLAIMANT-

Discuss coverages + State Specific LOU + State Specific

*STATE SPECIFIC
INSURED► State where the policy was Written.

CLAIMANT► State where the Loss occurred.

► Always add Asset before the owner + Driver.

► Add Attorney and Witness.

*Thank you for that information. That is very helpful!

One moment while I add Mr. / Mrs. _’s information to your

claim.-May I please have your policy number?

Wrap-Up Page
Mr. / Mrs. _ what I would like to do now is set up the inspection for your _. (MOI)

***In nearly every call/ Check► STATE SPECIFIC AND COVERAGES FIRST.

Liability Details: 1) Mr. / Mrs. _ 0% ► You are NOT at fault for this accident.

100% ► You are considered to be at fault for this accident.

2) Rented/ Borrowed/ Replaced/ Added vehicle ► Remove Liability Detail.

3) State Specific

Mr. / Mrs. _ I have your CLAIM # ready if you would like to write it down.

Your claim will be handling by _. If you have questions, please do not hesitate to contact _
at _.

Insured hit his/ her own property► PDL was not discussed due to INSURED hitting his/
her own property (Vehicle, Trailer, Garage door, Mail Box…)

Caller has to go ► 1) Select: No Inspection needed► Customer decided NOT to

pursue.

2) Caller needed to end call. __ page.