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Emotional Effects” Section of Your Disaster Customer Service Kit

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Emotional Effects” Section of Your Disaster Customer Service Kit Taking the Report Directions for Taking the Loss Report To be used in new losses, call-backs and in-person. STEP ONE Identify/introduce yourself to the customer. Give your first and last name ________________________ and state “PEMCO Claims, how may I help you?” 1. Listen carefully and follow our insured’s lead. If they need to discuss other issues prior to taking the actual loss report, feel free to use your own judgment and do whatever seems best. 2. Remember that people in the midst of a disaster may exhibit behaviors (anger, grief, sadness, panic, anxiety, etc.) that require special handling on your part. See the “Emotional Effects” section of your Disaster customer Service Kit. STEP TWO Determine if this is a new loss report or a follow-up call to an existing claim: 1. If it’s a new loss report, take the report using your claim form. 2. If it’s an existing report, route the call or direct the claimant to the coverage confirmation group. STEP THREE Complete the Contingency/Storm Claim Form: 1. Document the date report made, time report taken and your name. 2. Document the insured’s name and the address of the insured property. 3. Document alternate addresses (for contact purposes). 4. Document insured’s e-mail address, phone number, and alternate phone numbers. 5. Document who reported the loss. 6. Record the type of policy (auto, property, mariner) and policy number (if available) at bottom of form. 7. Complete the loss description (include information about the damages to insured property, any injuries, fatalities, etc.). GET AS MUCH INFORMATION AS YOU CAN. Revised 7/15/02 Page 1 Taking the Report STEP FOUR Advice/Comments 1. Advise who you are: “I am NOT an adjuster but I am a service representative who is a part of PFS’ disaster response team.” 2. Advise about contact timeframes: “You will be contacted by a claims adjuster within ______ hours/days.” (Determined by Claims management.) 3. Advise about coverage confirmation: “I am unable to verify coverage at this time. An adjuster will be in contact and advise you further.” 4. If questioned further about disaster coverage: “If you have disaster coverage, the deductible is a percentage (10-25%) of each coverage (A, B, C, D) based on the deductible percentage you have. An adjuster will be in contact to discuss this with you further.” 5. Advise about “duty to protect” property from further loss: “You have the duty to protect your home/boat/car from further damage if possible. If you incur any out-of-pocket expenses in doing this, please save your receipts for adjuster approval.” 6. Advise about their claim number: “Your claim number consists of your policy number plus the date of loss.” 7. Advise about “loss of use” coverage: “I am unable to verify coverage at this time. Your adjuster will be able to discuss this with you.” 8. If questioned about expenses for living elsewhere, advise: “I am unable to verify coverage at this time. Please save any receipts to discuss with your adjuster.” 9. Document insured’s opinion as to whether their property is livable or not and the reasons why. Revised 7/15/02 Page 2 Community Services Red Cross When disaster strikes, the Red Cross is on the scene. From single family house fires to earthquakes, flooding or freezing, the Red Cross provides the following assistance at no charge to our clients: • Food, clothing, and emergency shelter • Transportation • Occupational supplies and equipment • Damage assessment • Health Services • Emotional support • Disaster training to volunteers and the community The Red Cross helps maintain the strength of family relationships when a member is serving on active military duty. They provide: • Communication links to chapters in the United States, bases overseas and ships at sea. • Financial assistance. • Counseling and referrals. American Red Cross Chapters in Washington: Bellingham - Whatcom Chapter 2111 King Street Bellingham, WA 98225 Phone: (360) 733-3290 Fax: (360) 354-5452 Bellingham - WWU Extension VU 202, Box Z-2 Bellingham, WA 98225 Voice mail: (360) 650-3241 Bremerton Chapter P. O. Box 499 605 Washington Ave Bremerton, WA 98337 Phone: (360) 377-3761 Colfax - Whitman County Chapter Colfax, WA Phone: (509) 397-2901 Fax: (509) 397-6022 Revised 7/15/02 Page 3 Community Services Kennewick Chapter Phone: (509) 783-6195 Fax: (509) 736-0586 Oak Harbor - Island County Chapter 1010 Ault Field Rd Oak Harbor, WA 98278 Phone: (360) 257-2096 Fax: (360) 675-9483 Olympia Office 2618 12th CT. SW Olympia, WA Regular office hours are 8:00 - 4:30 M-F Phone: (360) 352-8575 Seattle/King County Chapter 1900 25th Ave S Seattle, WA 98144-4708 Phone: 206-323-2345 Fax: 206-325-8211 Tacoma Pierce County Chapter PO Box 111028 Tacoma, WA 98411-1028 Phone: (253) 474-0400 Fax: (253) 473-4843 Vancouver - Clark County Chapter 3114 E 4th Plain Blvd Vancouver, WA 98661 Phone: 360-693-5821 Fax: 360-693-1953 Wenatchee - Apple Valley Chapter 509 North Western Ave, Suite 106 Wenatchee, WA 98801 Phone: 509-663-3907 Yakima Valley Chapter 302 S. 2nd Street Yakima, WA 98901 Phone: (509) 457-1690 Fax: (509) 576-0898 Revised 7/15/02 Page 4 Community Services HOSPITALS (By County) Adams Othello Community Hospital 315 N 14th Ave Othello, WA 99344-1297 (509) 488-2517 East Adams Rural Hospital 903 S Adams Ritzville, WA 99169-2227 (509) 659-1200 Asotin Tri-State Memorial Hospital 1221 Highland Ave. Clarkston, WA 99403 (509)758-5511 Benton Kennewick General Hospital 900 S. Auburn P.O. Box 6128 Kennewick, WA 99336 509-586-6111 Prosser Memorial Hospital 723 Memorial St Prosser, WA 99350-1524 (509) 786-2222 Lourdes Counseling Center 1175 Carondelet Drive Richland, WA 99352 (509) 943-9104 Kadlec Medical Center 888 Swift Richland, WA 99352 (509) 946-4611 Revised 7/15/02 Page 5 Community Services Chelan Lake Chelan Community Hospital 503 E. Highland Chelan, WA 98816 509-682-2531 Cascade Medical Center 817 Commercial St. Leavenworth, WA 98826-1316 (509) 548-5815 Clallam Forks Community Hospital 530 Bogachiel Way Forks, WA 98331 (360) 374-6271 Olympic Memorial Hospital 939 Caroline St Port Angeles, WA 98362-3909 (360) 417-7000 Clark Southwest Washington Medical Center 400 NE Mother Joseph Place Vancouver, WA (360) 256-2000 Columbia Dayton General Hospital 1012 S 3rd Dayton, WA (509) 382-2531 Cowlitz St. John Medical Center 1614 E Kessler Blvd Longview WA 98632-1841 (360) 423-1530 Revised 7/15/02 Page 6 Community Services Ferry Ferry County Memorial Hospital 36 Klondike Road Republic, WA 99166 509-775-3333 Franklin Lourdes Medical Center 520 North Fourth Avenue Pasco, WA 99301 (509) 547-7704 Garfield Garfield County Memorial Hospital 66 6th St Pomeroy, WA 99347 (509) 843-1591 Grant Columbia Basin Hospital 200 Southeast Blvd Ephrata, WA 98823-1973 (509) 754-4631 Coulee Community Hospital 411 Fortuyn Rd Grand Coulee, WA 99133-8718 (509) 633-1753 Samaritan Healthcare 801 E. Wheeler Rd. Moses Lake, WA 98837 (509)765-5606 Pioneer Medical Center 1550 Pioneer Way Moses Lake, WA 98837 (509) 764-6525 Revised 7/15/02 Page 7 Community Services Quincy Valley Medical Center 908 10th Av SW Quincy, WA 98848-1376 (509) 787-3531 Grays Harbor Grays Harbor Community Hospital 915 Anderson Dr Aberdeen, WA 98520 (360) 532-8330 Mark Reed Hospital 322 S Birch St McCleary, WA 98557-9522 (360) 495-3244 Island Whidbey General Hospital 101 Main St. N Coupeville, WA (360) 678-5151 US Naval Hospital 3475 N Saratoga St Whidbey Island NAS, WA (360) 257-9500 Jefferson Jefferson General Hospital 834 Sheridan St Port Townsend, WA (360) 385-2200 King Auburn Regional Medical Center 202 N Division St Auburn, WA (253) 833-7711 Overlake Hospital Medical Center 1035 116th Ave NE Bellevue, WA (425) 688-5000 Revised 7/15/02 Page 8 Community Services Highline Community Hospital 12844 Military Rd S Tukwila, WA (206) 244-0180 St. Francis Hospital 34515 9th Ave S Federal Way, WA (253) 927-9700 BHC Fairfax Hospital 10200 NE 132nd St Kirkland, WA (425) 821-2000 Enumclaw Community Hospital 1450 Battersby Ave Enumclaw, WA (360) 825-2505 Evergreen Healthcare 12040 NE 128th St Kirkland, WA (425) 899-1000 Group Health Cooperative/Eastside Hospital 2700 152nd Ave NE Redmond, WA (425) 883-5151 Valley Medical Center 400 S 43rd St Renton, WA (425) 228-3450 Harborview Medical Center 325 Ninth Ave Seattle, WA (206) 731-3000 Group Health Cooperative/Central Hospital 200 15th Ave E Seattle, WA (206) 326-3000 Revised 7/15/02 Page 9 Community Services Providence Seattle Medical Center 500 17th Ave Seattle, WA (206) 320-2000 Swedish Health Services/Ballard 5300 Tallman Ave NW Seattle, WA (206) 781-6346 Swedish Health Services/First Hill 747 Broadway Seattle, WA (206) 386-6000 University of Wash. Medical Center 1959 NE Pacific St Seattle, WA (206) 548-4260 Virginia Mason Medical Center 925 Seneca St Seattle, WA (206) 624-1144 Children's Hospital and Regional Medical Center 4800 Sand Point Way NE Seattle, WA (206) 526-2000 Northwest Hospital 1550 N 115th St Seattle, WA (206) 364-0500 Vencor Hospital - Seattle 10560 5th NE Seattle, WA 98125 (206) 364-2050 Kitsap Harrison Memorial Hospital 2520 Cherry Ave Bremerton, WA (360) 377-3911 Revised 7/15/02 Page 10 Community Services US Naval Hospital 1 Boone Rd Bremerton, WA (360) 475-4000 Kittitas Kittitas Valley Community Hospital 603 S Chestnut St Ellensburg, WA (509) 962-9841 Klickitat Klickitat Valley Hospital 310 S Roosevelt Ave Goldendale, WA (509) 773-4022 Skyline Hospital 211 Skyline Dr. White Salmon, WA 98672 (509) 493-1101 Lewis Providence Centralia Hospital 914 S Scheuber Rd Centralia, WA (360) 740-8323 Morton General Hospital 521 Adams St Morton, WA (360) 496-5112 Lincoln Lincoln Hospital 10 Nicholls Davenport, WA (509) 725-7101 Odessa Memorial Hospital 502 E Amende Dr Odessa, WA 99159 (509) 982-2611 Revised 7/15/02 Page 11 Community Services Mason Mason General Hospital 901 Mountain View Dr Shelton, WA (360) 426-1611 Okanogan Okanogan Douglas District Hospital 507 Hospital Way Brewster, WA 98812 509.689.2517 Mid-Valley Hospital 810 Valley Way Rd Omak, WA 98841 (509) 826-1760 North Valley Hospital 2nd & Western Tonasket, WA (509) 486-2151 Pacific Ocean Beach Hospital 1st & Fir Streets Ilwaco, WA (360) 642-3181 Willapa Harbor Hospital 800 Alder St.
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