Common use of Call Types Clause in Contracts

Call Types. In performing the Services, Vendor shall meet the requirements of each Call Type as further described below. 3.3.1. First Notice of Loss (“FNOL”)/Claim Inquiry Calls. FNOL/Claim Inquiry calls will be handled on a three hundred sixty-five (365) days per year, twenty- four (24) hours a day, seven (7) days a week basis, and may include answering and processing Claim Inquiry calls. Claim Inquiry calls include basic follow-up questions from the policyholders/agents/third parties and may result in a follow-up outbound call, when necessary. FNOL calls will require call handling support on any FNOL processes and filing FNOL claims into Citizens’ systems on behalf of policyholders, agents, and third parties. The entry of a FNOL claim should never be denied to a caller. The position description, which may be updated from time to time, for representatives handling this Call Type is set forth on Exhibit B-1. The initial Citizens-specific training of these representatives is estimated to be six (6) to eight (8) hours.

Call Types. In performing the Services, Vendor shall meet the requirements of each Call Type as further described below. 3.3.1. First Notice of Loss (“FNOL”)/Claim Inquiry Calls. Vendor was not awarded to provide Services for this Call Type. FNOL/Claim Inquiry calls will be handled on a three hundred sixty-five (365) days per year, twenty- twenty-four (24) hours a day, seven (7) days a week basis, and may include answering and processing Claim Inquiry calls. Claim Inquiry calls include basic follow-up questions from the policyholders/agents/third parties and may result in a follow-up outbound call, when necessary. FNOL calls will require call handling support on any FNOL processes and filing FNOL claims into Citizens’ systems on behalf of policyholders, agents, and third parties. The entry of a FNOL claim should never be denied to a caller. The position description, which may be updated from time to time, for representatives handling this Call Type is set forth on Exhibit B-1. The initial Citizens-specific training of these representatives is estimated to be six (6) to eight (8) hours.