Homeowners Insurance Claim
First notice of loss for homeowners insurance claim (non-auto).
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask if the property is safe to live in — if not, the insurer may need to arrange temporary housing.
urgent“Is the property still safe to live in right now? If not, we may be able to help with temporary housing arrangements.”
Field: Is the property still habitable
Ask what caused the damage — fire, water, storm, theft, etc.
important“What caused the damage — was it fire, water, a storm, theft, or something else?”
Field: Type of loss (fire, water, theft, wind, etc.)
Ask if they have already done any emergency repairs and remind them to keep receipts.
important“Have you already made any emergency repairs, like tarping a roof or stopping a leak? If so, please keep all receipts — those may be reimbursable.”
Field: Emergency repairs already made
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Never guarantee that a claim will be approved or covered.
Do not estimate claim payout amounts.
Never advise the caller to delay filing a police report.
Do not interpret policy exclusions.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm property address
- Confirm callback number
- State next step
- Send confirmation
- Provide claim number
Then creates a case with:
- Policyholder name
- Callback number
- Policy number
- Property address
- Date of loss / incident
- Type of loss (fire, water, theft, wind, etc.)
- Description of damage
- Is the property still habitable
- Emergency repairs already made
- Police or fire report filed
- Photos of damage taken
- Preferred contact method for adjuster
Ready to put this work type to work?
Start your free trial and this work type is active on your first call. Customize it any time, or let it run as-is.
Sign up for trial