1. Code Blue Quality Assurance Management Created by HSG

2. Quality Assurance Purpose Created by HSG

3. Purposes Coaching & Developing –Provides Feedback –Recognition Measures Health –Call –Associate –Supervisors –Team Consistent Benchmark Created by HSG

4. Quality Assurance Build Your own Adventure Code Blue QA Form

5. Code Blue QA Categories Response Email Initial Processing – Email Attempted Contact to Insured 1 st Contact to Insured Initial Processing – Phone Empathy & Affirmation Explain Contractor Network and Survey Education Needed

6. Code Blue QA Categories (continued) Provide Insured Info – Network Provide Insured Info – Non- Network Contractor Call Attempt Contractor Call Success Conference Call Insured/ Contractor Enter FNOL Notes Customer Service

7. Weight of the Questions Each Section Carries the Same Weight –Example – Response Email, Initial Processing, Etc. Each Sub Section within the Main Section Carries the Same Weight –Example – Response Email - Main Section Response email sent properly, Uploaded documents Each Question within the Sub Section Carries the same Weight –Example – Response Email Section: Response email sent properly Sent email with proper account process Responded within 15 minutes

8. Scoring Scenario 1 –Yes –No Scenario 2 –Yes –Extreme Section Scenario 3 –Yes –Extreme QA Additional Option –N/A (Minimal use)

9. Scoring (Continued) Greater Range of Scores Greater Accuracy Gauging the Call Greater Accuracy Gauging the Associate Greater Accuracy Calibrating QA Associates Greater Accuracy Gauging the Health of the Call Center

10. Quality Grid Response Email

11. Code Blue Quality Monitoring Response Email

12. Response Email Sent Properly –Sent email with proper account procedures Yes No –Responded within set time frame Yes Extreme Section Uploaded Documents –Named with proper convention Yes No –Uploaded Document Yes No

13. Code Blue Quality Monitoring Initial Processing - Email

14. Enter Initial Claim Information –Enter known details properly Yes No –Entered all known details and included additional details in notes Yes No –Entered Correct FNOL Date/Time Yes Extreme Section –Set Claims Properly Yes No

15. Code Blue Quality Monitoring Attempted Contact to Insured

16. Attempted Contact To Insured Represent Company Properly –Greeting – Correct and prompt greeting with first and last name used. Yes No –Enthusiastic tone – Set the tone of the call Yes No Left Message Properly –Proper call back number Yes No

17. Attempted Contact To Insured Ensure Repeated Call Backs are Handled –Called insured every 15 minutes as necessary Yes Extreme Section FNOL on Hold –FNOL on hold Yes Extreme Section

18. Code Blue Quality Monitoring 1 st Contact to Insured

19. 1 St Contact to Insured Represent Company Properly –Greeting – Correct and prompt greeting with first and last name used. Yes No –Enthusiastic tone – Set the tone of the call Yes No –Assume you have reached the inusred Yes No

20. 1 st Contact to Insured Provide/ Obtain Direct Contact Information –Ensure we have enough contact methods Yes No –Do not repeat back insured’s information – clarify only vague details Yes No –Repeat spelling names and numbers provided verbally by the insured Yes No

21. 1 st Contact to Insured Provide/ Obtain Direct Contact Information –Used at lease 1 courtesy word Yes No Answered Questions Properly –Answered questions properly Yes No

22. Code Blue Quality Monitoring Initial Processing - Phone

23. Represent Company Properly –Greeting – Correct and prompt greeting with first and last name used. Yes No –Enthusiastic tone – Set the tone of the call Yes No Gather Policy Holder and Primary Contact Details –Request and confirm all required information Yes No

24. Initial Processing – Phone (Continued) Gather Policy Holder and Primary Contact Details (continued) –Enter all information accurately Yes No –Use at least 1 courtesy word Yes No Gather Loss Details –Gathered property details (including location) Yes No

25. Initial Processing – Phone (Continued) Gather Loss Details (continued) –Gathered complete and accurate description of and additional details (grammar) Yes Extreme Section –Gathered complete and accurate description of all property damage (grammar) Yes Extreme Section –Entered information accurately Yes Extreme Section –Used at least 1 Courtesy word Yes No

26. Initial Processing – Phone (Continued) Enter Initial Claim Information –Enter all known details and included additional details in notes Yes No –Entered correct FNOL date/time Yes Extreme Section –Set claim flags properly Yes Extreme Section –Answered questions properly Yes No

27. Code Blue Quality Monitoring Empathy & Affirmation

28. –Used empathy statement Yes No –Affirmed using Code Blue introduction Script Yes No

29. Code Blue Quality Monitoring Explain Contractor Network and Survey

30. Explained Contractor Network & Survey Offered Survey –Explained Survey Yes No –Offered Survey Yes No Explain Contractor Network –Explained Network Adequately Yes No

31. Explained Contractor Network & Survey Explain Contractor Network (continued) –Assume placement with network contractor Yes No –Adequately answered questions Yes No

32. Code Blue Quality Monitoring Education Needed

33. Provided Rebuttals and Answered Questions –Used rebuttals effectively and convincingly Yes No –Provided more than 1 rebuttal Yes No –Answered questions adequately Yes No

34. Code Blue Quality Monitoring Provide Insured Information - Network

35. Assigned Network Contractor Properly –Selected correct contractor from list and marked as current Yes No –Followed work authorization script Yes No –Provide call back number / control number Yes No

36. Code Blue Quality Monitoring Provide Insured Information - Non - Network

37. Provide Insured Information – Non - Network Indicated Non - Network Contractor Properly –Searched / Selected Contractor Yes No –Gathered any information available from insured – document in notes Yes No –Provide call back number / control number Yes No

38. Code Blue Quality Monitoring Contractor Call Attempt Message/ Refusal/ Contacting Tech

39. Contractor Call Attempt Left Appropriate Message –Provided required information Yes No Document in Comments –Documented in comments Yes No

40. Code Blue Quality Monitoring Contractor Call Success

41. Represent Company Properly –Greeting – Identified as Code Blue and used full name Yes No –Enthusiastic Tone – Set the tone of the call Yes No –Set response expectations Yes No

42. Contractor Call Success (continued) Provide Direct Contact Information –Provide call back / control number Yes No –Provide necessary insured information Yes No Provide Instructions –Give instructions on reconstruction / flooring Yes No –Give instruction on job scope Yes No

43. Code Blue Quality Monitoring Conference Call Insured / Contractor

44. Conference Call –Introduce the insured and contractor Yes No –Closing – Good Bye Yes No

45. Code Blue Quality Monitoring Enter FNOL Notes

46. Entered Correct Summary Notes –Entered order origin Yes No –Summarized contact to insured Yes No –Included contractor preference (accepted, declined, preference) Yes No

47. Enter FNOL Notes (continued) Entered Correct Summary Notes (continued) –Included final contractor name / number or status Yes No –Summarized loss details (DOL, water source) Yes No –Entered as public Yes No

48. Enter FNOL Notes (continued) Entered Attempted Contacts –Documented all attempts in either the communication log or notes Yes No Entered Successful Contacts –Documented all attempts in either the communication log or notes Yes No –Entered as Public Yes No

49. Enter FNOL Notes (continued) Entered Successful Contacts –Documented all successful contacts in either the communication log and notes Yes No –Entered as Public Yes No First Contact –Documented 1 st contact properly Yes No –Contacted Insured with in set time frame Yes No

50. Code Blue Quality Monitoring Customer Service

51. How was the agents customer service? –Did the representative provide a positive claims experience? Yes No –Did the representative portray a positive attitude throughout the call? Yes No –Did the representative keep the call to a reasonable length? Yes No

52. Code Blue QA

53. Code Blue QA (continued)

54. Code Blue QA Weekly Report Card