Insurance employee training for the call that opens a claim.

The problem on the phones

Agencies train people who answer the phone for new claims and for customer-service questions about a file. The intake procedure says which facts to collect on first notice of loss, which questions are required, and that the person on the phone does not tell the caller the loss is covered. New staff still skip a required question, or answer "you're covered," because they have only read the guide.

How SkillOnDemand does it

SkillOnDemand turns that claims-intake procedure into a short lesson. Each point cites the passage in the agency's own guide. An admin approves the lesson before claims or customer-service staff see it. Practice then puts the person on a call. Coaching feedback confirms a step that comes from the published intake procedure, or sends them back to relearn the unit that says not to promise coverage. Readiness shows who can take the intake and who still needs support.

A claims-intake procedure, from the guide to the phone

1. Step 1

   Procedure

   Start with the agency's claims-intake procedure: what to collect on first notice of loss, which questions are required, and the rule that the person on the phone does not promise coverage.

2. Step 2

   Approved lesson

   A short lesson is built from that text for claims and customer-service staff. Each point cites the intake guide, and an admin approves the lesson before anyone learns it.

3. Step 3

   Practice scenario

   A caller reports water damage and asks whether the loss is covered. The learner chooses the next step from the published procedure. Coaching feedback confirms a step that comes from the intake unit, or points back to relearn the unit that says not to promise coverage.

4. Step 4

   Readiness

   Supervisors see who is ready to take first-notice calls and who still needs support.