Sent LOU(GenP025)letter &discussed LOUwith claimantYou getsome freshair duringbreak orlunchClosed 2coveragesin oneclaimIssuedany digitalpaymentFollowed upwith theclaimant aftercompletingMIC-IUpdated aparticipant'slanguagepreferenceSet upGHRNSMOISetexpectationsfor next stepsat the end ofthe callSet upparticipantwith digitalpaymentSet up aparticipantfor textmessagingUtilized thewrap upscripting atthe end of acallAdded non-auto propertydamage to anauto claimYou use areflectivestatementUpdated aparticipant'spreferredcontact typeYou helpa peer orteammemberClosedafinancialConfirmed aparticipant'spreferredphone typeClosed acoverageShared alearning youhad with theteamUpdatedliability withaffectedparticipantCompleteda taskduring aninquiry call.Closeda claimDeescalatedan iratecustomerMadeACW goalfor thedaySent LOU(GenP025)letter &discussed LOUwith claimantYou getsome freshair duringbreak orlunchClosed 2coveragesin oneclaimIssuedany digitalpaymentFollowed upwith theclaimant aftercompletingMIC-IUpdated aparticipant'slanguagepreferenceSet upGHRNSMOISetexpectationsfor next stepsat the end ofthe callSet upparticipantwith digitalpaymentSet up aparticipantfor textmessagingUtilized thewrap upscripting atthe end of acallAdded non-auto propertydamage to anauto claimYou use areflectivestatementUpdated aparticipant'spreferredcontact typeYou helpa peer orteammemberClosedafinancialConfirmed aparticipant'spreferredphone typeClosed acoverageShared alearning youhad with theteamUpdatedliability withaffectedparticipantCompleteda taskduring aninquiry call.Closeda claimDeescalatedan iratecustomerMadeACW goalfor theday

Holistic Claim Handling - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Sent LOU (GenP025) letter & discussed LOU with claimant
  2. You get some fresh air during break or lunch
  3. Closed 2 coverages in one claim
  4. Issued any digital payment
  5. Followed up with the claimant after completing MIC-I
  6. Updated a participant's language preference
  7. Set up GHRN SMOI
  8. Set expectations for next steps at the end of the call
  9. Set up participant with digital payment
  10. Set up a participant for text messaging
  11. Utilized the wrap up scripting at the end of a call
  12. Added non-auto property damage to an auto claim
  13. You use a reflective statement
  14. Updated a participant's preferred contact type
  15. You help a peer or team member
  16. Closed a financial
  17. Confirmed a participant's preferred phone type
  18. Closed a coverage
  19. Shared a learning you had with the team
  20. Updated liability with affected participant
  21. Completed a task during an inquiry call.
  22. Closed a claim
  23. De escalated an irate customer
  24. Made ACW goal for the day