Deescalatedan iratecustomerSet upparticipantwith digitalpaymentYou use areflectivestatementSet upGHRNSMOIUtilized thewrap upscripting atthe end of acallClosedafinancialShared alearning youhad with theteamSent LOU(GenP025)letter &discussed LOUwith claimantSetexpectationsfor next stepsat the end ofthe callUpdatedliability withaffectedparticipantMadeACW goalfor thedayUpdated aparticipant'slanguagepreferenceIssuedany digitalpaymentCompleteda taskduring aninquiry call.Closeda claimAdded non-auto propertydamage to anauto claimSet up aparticipantfor textmessagingFollowed upwith theclaimant aftercompletingMIC-IYou getsome freshair duringbreak orlunchConfirmed aparticipant'spreferredphone typeClosed acoverageUpdated aparticipant'spreferredcontact typeYou helpa peer orteammemberClosed 2coveragesin oneclaimDeescalatedan iratecustomerSet upparticipantwith digitalpaymentYou use areflectivestatementSet upGHRNSMOIUtilized thewrap upscripting atthe end of acallClosedafinancialShared alearning youhad with theteamSent LOU(GenP025)letter &discussed LOUwith claimantSetexpectationsfor next stepsat the end ofthe callUpdatedliability withaffectedparticipantMadeACW goalfor thedayUpdated aparticipant'slanguagepreferenceIssuedany digitalpaymentCompleteda taskduring aninquiry call.Closeda claimAdded non-auto propertydamage to anauto claimSet up aparticipantfor textmessagingFollowed upwith theclaimant aftercompletingMIC-IYou getsome freshair duringbreak orlunchConfirmed aparticipant'spreferredphone typeClosed acoverageUpdated aparticipant'spreferredcontact typeYou helpa peer orteammemberClosed 2coveragesin oneclaim

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