Follow this process is how to answer an after hours loss as a technician.
1. At the end of the day
Ensure you have reviewed the on call call schedule and are prepared on the days you are scheduled.
- You will want to have your truck packed at the end of the day for after hour losses
- Reference the following KnowHow for How to pack your truck
2. Keep your phone charged and volume up
You will be responsible for answering any after hour calls
- Make sure phone is charged and volume is up.
3. Receiving a call
When you receive a call, ensure you get the following information from the manager:
- Insurance carrier
- Claim number
- Adjuster information
- Any instructions given by the carrier, if cause of loss has been determined, when is the adjuster coming out, if there has been any coverage granted.
- Contact information (phone numbers and emails)
- Special instructions (gate codes, parking instructions, etc.)
4. Clock in and head to the shop
- Clock in and head to the shop.
- To ensure good communication give your ETA to the on call manager.
5. At the shop
Once at the shop, meet up with other technician and give the insured a call with your ETA.
6. Arrive on site
- Once on site follow the standard process for the type of loss.
- Make sure to take detailed notes for the estimator as these items are going to have a different value for after hours work.
7. Heavy Demo
Depending on the type of loss, preform work as normal.
- If heavy demo is required extract as much as possible and save the heavy demo if possible for the next business day.
8. Keep in contact with the On call Manager
- If the loss is not as described, let the on call manager know if additional resources are needed.
9. Document loss and clock out
When done for the night, document the loss and clock out when you get back to the shop.
- Make sure to keep track of your time cards as after hour losses can be billed differently then during business hours.
