00319.08 O’Brien - Motor Glass Claims Lodgementfile/OBrienGlass-ServisGuide.pdf · O’Brien — Motor Glass Claims Lodgement Notification of system issues to Allianz by O’Brien

O’BrienMotor Glass Claims Lodgement

04/09/2012

O’Brien Staff

00319.08

Internal Distribution — O’Brien Staff Only

Contents

Introduction _________________________________ 2Access Servis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Claim Lodgement Key Functionality _______________ 6Lodgement Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Mandatory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Partial Notification Record (PNR) . . . . . . . . . . . . . . . . . . . . . . . 7Sidebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Policy Search _________________________________ 9Policy Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Policy Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Risks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Fleet ______________________________________ 14Duplicate Claims _____________________________ 15Incident ____________________________________ 16

Notifier Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Incident Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Incident Location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Incident Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Driver _____________________________________ 18Drivers on Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Third Party__________________________________ 19Third Party Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Third Party Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Contact ____________________________________ 21Pre Lodge __________________________________ 22

Pre Lodge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Basic and Other Excesses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Windscreen Claim . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23GST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Event History Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Record Injuries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Lodge the Claim . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Next Steps__________________________________ 25Claim Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Claim Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Troubleshooting _____________________________ 26Appendices _________________________________ 28

Appendix 1 — O’Brien Personal Claims Authority (PCA) . .28Appendix 2 — O’Brien Process Maps . . . . . . . . . . . . . . . . . . .29Appendix 3 — Document History . . . . . . . . . . . . . . . . . . . . . .33

This user guide provides an overview of Servis, and instructions for verifying and lodging motor glass claims for O’Brien Staff.

O’Brien — Motor Glass Claims Lodgement

Introduction

When an Allianz customer contacts O’Brien direct, O’Brien will utilise Servis in order to verify policy cover and submit a claim. This guide defines the circumstances under which O’Brien Staff may access Servis in order to search for and view a customer’s insurance policy details, and/or lodge a Motor Glass Claim. O’Brien Staff must comply with processes and procedures set out in this guide.

Any changes must be agreed prior to any alterations being made.

Servis is a web-based portal that will guide you through the Motor Glass Claims Lodgement process, prompt you for information from the notifier, and provide you with information about the policy.

Compliance and Training

To accept and lodge a claim O’Brien Staff must:

• Complete the online and instructor-led O'Brien Servis training,• Successfully pass their competency checks, and• Successfully pass the Allianz compliance training subjects.

O’Brien Staff must successfully pass the following four (4) Allianz compliance training subjects within six (6) weeks of completing the Servis training, and every three (3) years thereafter:

• Privacy,• Information Security,• Trade Practices and Consumer Protection, and• General Insurance Code of Practice.

These courses are accessed on eCampus via the Allianz access-point on the O’Brien intranet. Click Continue to eCampus on the Welcome to Allianz Australia page, and log in using the user ID and password you were provided. If you are unsuccessful at logging in, follow the directions provided on the Secure Login page. Refer to Access Servis for further information.

When to Access Servis

O’Brien Staff must only proceed with accessing Servis after confirming that the customer wants to:

• Proceed with the glass repairs with O'Brien, and• Lodge an insurance claim.

No claim can be lodged in instances where the:

• Windscreen cracks from the previous chip repair point, O'Brien are fully liable for the windscreen repair due to life-time guarantee of the chip repair.

• Repair amount is not within the Personal Claims Authority (PCA) limit of $1500.

Warning: If you do enter an estimated value above your allocated limit of $1500, the following message appears: You have attempted to lodge a claim which exceeds your authority limit of $1,500. The claim cannot be lodged, click cancel and if the estimate exceeds $1,500 contact Allianz to lodge the claim.

When to Refer the Customer Direct to Allianz

Detailed below are examples of claims that must not be lodged by O’Brien Staff. Advise the customer to contact Allianz or their broker directly where:

• The notifier indicates that more than just a glass pane has been damaged (for example, where other bodywork is damaged).

• Damage was also sustained to a third party’s vehicle or property.• The policy is not current.• O'Brien is unable to locate a policy.

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• There is a dispute with the customer about the excess amount payable or if they have windscreen cover.

• The vehicle details do not match 100%. For example: different registration number, make, model and so forth.

• The glass claim is in addition to vehicle damage or the repair is identified as a sublet.• The customer wants to use another provider to replace or repair after-market tinting.• The vehicle was broken into and the customer will be claiming for other items in addition to glass.• The claim appears to be already lodged. That is, it is listed on the Duplicate Claims tab as a

claim or PNR.• The customer is an O'Brien staff member.

Claims for the above must not be lodged by O’Brien Staff. If this is a direct Allianz customer, they may be cold-transferred to Allianz on 13 1000. However, if there are exceptional circumstances that warrant further explanation, the customer must be warm-transferred. If the customer is a broker, you may still offer to cold-transfer them to the 13 1000 number or suggest they contact Allianz on the usual number provided by Allianz.

Personal Claims Authority (PCA)

The Personal Claims Authority (PCA) is the maximum dollar limit that O’Brien Staff are able to accept a claim up to. In this instance it is $1500. If the repair will exceed $1500 you must not lodge the claim in Servis. The details must be provided to the O'Brien Validation Team. The O’Brien Validation Team will then contact Allianz on 1300 128 150 (option 3) to obtain the authorisation to proceed. These claims will not be registered until the invoice is received from O'Brien.

Refer to Appendix 1 —O’Brien Personal Claims Authority (PCA) for a copy of the PCA.

O’Brien Staff Access

Servis’s availability to O’Brien Staff is limited to thirty (30) users at any given time from O’Brien’s Head Office located at Padstow.

O’Brien Staff must adhere to non-sharing of user IDs and passwords, and to Allianz’s employee application and exit requirements.

O'Brien must use the provided O'Brien User spreadsheet to submit all requests to add new users and remove existing users. The spreadsheet must be updated and provided to the nominated Allianz Contact by the last Friday of every month. Allianz will update user details and access within 2 weeks.

O’Brien’s authority to request changes is limited to:

• Sales Centre Manager,• National Client Services Director, and• Sales Centre Quality & Process Improvement Manager.

System Availability

Servis is available from 8am to 8:30pm EST weekdays and 8am to 6:30pm EST weekends.

System Support (IT Support) is available from 7am to 6pm EST weekdays and 8am to 12pm EST Saturday. Issues such as trouble logging in, password reset requests or application difficulties should be reported between these hours of operation.

System outages

Allianz will advise O'Brien of any scheduled system outages and O’Brien must adhere to change control system communications. Whether the outage is scheduled or not, if it is apparent that it will exceed two (2) hours, the Allianz Contact will work with O’Brien to agree a suitable service approach. If the outage is less than two (2) hours, the O'Brien Validation Team will commence the process through Servis once the system is available again.

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Notification of system issues to Allianz by O’Brien Staff

Any system issues must be notified to Allianz on 1300 128 150 (option 2). Allianz will address any system issues within 72 hours of it being reported.

System Compatibility

To ensure system compatibility and continuation of service, O'Brien are required to provide advance notice of any changes to their:

• Internet Service Provider (ISP), • Internet Protocol (IP) addresses, or • Standard Operating Environment (SOE).

ISP or IP address changes

O'Brien must provide Allianz with at least 14 day's written notice of any changes to their ISP or IP addresses. Notice must be submitted to the nominated Allianz Contact.

SOE changes

O'Brien must provide Allianz with at least 3 month's written notice of any proposed SOE changes. Notice must be submitted to the nominated Allianz Contact.

Allianz will determine whether the proposed SOE can be supported, and advise O'Brien accordingly.

Business Continuity Plan (BCP)

Both Allianz and O'Brien are obliged to adhere to their Business Continuity Plans in place. In the event of an incident, both organisations will work together to agree a suitable service approach. The incident’s size, type, impact, and downtime will drive business requirements.

Segregation of Duties

There must be segregation of duties between O’Brien Repair Technicians, and Administrative Staff who are able to accept and lodge a claim.

Access Servis

Access Servis via the Allianz access-point on the O’Brien Intranet. Click Lodge a Claim on the Welcome to Allianz Australia page, and Log In .

Log In

Log in using the User ID and Password you were provided.

If you unsuccessfully attempt to log in to Servis three times, you will be locked-out of Servis and must contact Allianz on 1300 128 150 (option 2) to reset your Servis account.

Warning: You must not open multiple sessions of Servis in new Internet Explorer tabs or windows.

When you access Servis, you will be brought to the Policy Search page which will allow you to locate the insured’s policies based on general information a Notifier would have readily available, and select a risk on that policy to lodge a claim.

Log Out

To log out of Servis, click to close Internet Explorer.

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Auto Log Out

For security, you will be automatically logged out after fifteen (15) minutes of inactivity.

If you log back in within fifteen (15) minutes of being automatically logged out, you will be able to recover any information partially entered. After a total of thirty (30) minutes of inactivity, you will lose all information you have entered. You will need to Access Servis and Log In again.

Date and Time

The current date and times across Australia are always displayed at the top of the page. Your current time is in bold for easy identification:

The table below tells you what time zone relates to each state:

Note: The town of Broken Hill in Western NSW belongs to the SA time zone.

Location From To Time zone

ACT First Sunday in April First Sunday in October AEST

First Sunday in October First Sunday in April AEDT

NSW First Sunday in April First Sunday in October AEST


NT Throughout the year ACST

Qld Throughout the year AEST

SA First Sunday in April First Sunday in October ACDT

First Sunday in October First Sunday in April ACST

Tas First Sunday in April First Sunday in October AEST


Vic First Sunday in April First Sunday in October AEST


WA Throughout the year AWST

NZ First Sunday in April Last Sunday in September AEST +2 hours

Last Sunday in September First Sunday in April AEST +3 hours

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Claim Lodgement Key Functionality

Servis is a dynamic tab-based program that will step you through gathering the information necessary to verify cover and lodge a motor glass claim successfully. You can either be led by Servis if the notifier needs prompting for information, or you can navigate by clicking each tab and filling-out information as the notifier provides it.

Lodgement Tabs

The tabs that are available at any point in the process of lodging a claim are specific to lodging motor glass claims.

To ensure that Servis retains the data you enter, you must either click the tabs or use the

and buttons to navigate.

Warning: Do not use the Internet Explorer buttons ( and ) or any keyboard shortcuts to navigate Servis or refresh a page. You may experience unexpected results, duplicate claims, or Servis may fail.

Navigating Tabs

While there are and navigation buttons at the bottom of each tab, you only need to progress in this order if the Notifier needs, or is willing, to be guided through the claim lodgement process.

If the notifier is providing information in an ad hoc manner, you are able to click the tab that is relevant to the information the Notifier is providing.

Sections Within Tabs

Each tab is divided into sections that allow you to easily locate the appropriate fields. These sections are signified by a title banner such as:

Mandatory Information

The fields marked with a green asterisk ( ) are mandatory. While you can move freely between tabs to complete information as the notifier provides it, Servis will check that all the fields marked as mandatory are complete with valid information before it will allow you to access the Pre Lodge tab.

If you click the Pre Lodge tab whilst there is mandatory information missing, Servis will highlight the tabs where information still needs to be entered, and each tab will list which specific fields are incomplete. Tabs and fields requiring data will be highlighted as such:

Navigate to each highlighted tab and enter the details required, or edit fields that have been incorrectly formatted.

Servis will again check that the mandatory information fields are complete when you

click on the Pre Lodge tab.


Field Formats

Some fields will not accept special characters. When trying to access the Pre Lodge tab, you will be notified if any of these fields have invalid characters in the same manner that incomplete mandatory fields are indicated.

Certain fields also require that you enter information into them in a particular format. These include:

• Time of Loss — this field on the Incident tab requires that you enter the time in 24-hour format with a colon as a separator. For example: 05:00, or 23:45.

• Phone Number — all Phone Number fields need to be entered as a full 10-digit number with no spaces. For example, 0730239322.

• Estimate — The Estimate field on the Pre Lodge tab must be entered in numerals only, for example, 350. You must enter a value above zero (0) in full dollars (no cents) that is of, or below your allocated limit.

Warning: Attempting to lodge a claim for an estimated value over your allocated limit of $1500 will lock-down Servis. You will need to cancel the lodgement process and refer the claim to the O'Brien Validation Team as detailed under Personal Claims Authority (PCA)

Scripting

An icon identifies text intended as scripting to assist you in communicating effectively with the Notifier. Scripting ensures that consistent information is provided and its intention is to reduce customer frustration by clearly advising what is required, and detailing what is specifically covered under the policy.

Partial Notification Record (PNR)

A Partial Notification Record (PNR) may exist if the notifier tried to lodge the claim earlier but did not have enough details to lodge the claim, or if they choose not to continue with the lodgement for any reason.

While you will be able to view PNRs and their details, you will not be able to edit an existing one, or save a partial claim as one.

If you identify a PNR exists, and the Notifier indicates they want to proceed with the partially notified claim, advise the notifier to contact Allianz, or their broker, directly. Refer to When to Refer the Customer Direct to Allianz for further information.

Sidebar

The sidebar contains vital information about the policy. The policy information contained in the sidebar includes:

Information Type Description

Date of Loss The date selected during the Policy Search as the date of the incident.

Policy details Includes the policy number, expiry date, cover type, and the no claim bonus percentage.

Risk Summary Details about the risk selected.

Insured The insured's name and any contact information we currently have for them.

Driver The drivers listed on the policy, their date of birth and any imposed excesses that apply to them.

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General Pages A link to additional information for this policy or risk if any exist. The General Pages appear in a dialog box. When you have finished viewing

them, click to return to Servis.

Endorsements A list of changes or additional options applied to the policy that are current as at the date of loss selected. Endorsements appear in a dialog

box. When you have finished viewing them, click to return to Servis.

Accessories Any standard and non-standard additions to the risk that are covered under this policy, and their associated values.

Excess Displays any excesses that could be applied to this claim. This isn't an indication of what excesses do apply. The actual applied excesses will be displayed on the Pre Lodge tab.

Information Type Description

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Policy Search

The Policy Search function locates the Insured's policy based on general information a notifier would have readily available. Use the Policy Search function to start a new claim lodgement. Policy Search will retrieve the policy for you as it was when the incident occurred based on the date of loss you enter. You

can access the Policy Search page by clicking at the top of the page.

The main sections of the Policy Search are:

• Policy Search — data-entry fields to assist you in locating a specific policy.• Policy Information — general information about the policy to help you determine if this is the

correct policy.• Risks — a list of the risks that are active for the policy at the date of loss to help you determine if

this is the correct policy.

Note: Policy Information and Risks will appear on a new page after you Locate the correct policy and view further details.

Identifying the Notifier

A notifier of the claim must be:

• the insured,• a nominated driver,• the broker,• an authorised representative,• a fleet manager, or• a fleet vehicle custodian.

Prior to lodging the claim you are required to verify their identity to continue. Confirm the identity of the notifier by obtaining at least three (3) of the following:

• the insured’s full name,• the policy number,• the insured’s address,• the registration (number plates) of the vehicle, and• any risk details (for example; make & model).

Ask if they authorise the claim to be processed.

If you are not satisfied that the notifier falls into one of the above-mentioned categories, indicate that you are unable to confirm policy details and refer the customer to Allianz or their broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.

Policy Search

To perform a Policy Search, you must enter a date of loss.

Warning: Ensure you enter the correct Date of Loss to retrieve the policy as it was when the incident occurred. You will not be able to change the date of loss once you have selected the risk and started recording the claim.

Field Name Description

Date of Loss Ensures the policy details retrieved are representative of the policy as at the

date of loss. Either type the date into the field, or click and select the date from the pop-up calendar.

Company Number An Allianz identification number that categorises how the policy was sold. For example, a policy number may be 6 23 1234567 CMP, the first digit (6, in this example) is the company number. Not all customers have the company number, therefore you are able to choose Search all to search across all the companies. Search all will be selected by default.


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To perform a successful search you must have at minimum a policy number, name, registration, or

ABN in addition to entering the date of loss. You can also access advanced search options in addition to

those available in the basic search by clicking .

The fields available to search for a policy are:

Entering a policy number, or registration will provide the best results. It is recommended that you do not search by either the:

• name alone, especially where searching for a common name or you have not specified a company name; or

• Postal Postcode criteria alone.

Search for a policy

1. Enter any information about the policy that the notifier is able to provide into the relevant fields.

2. Click .

The Policy Search Results section displays all the possible policies that match the criteria provided.

If... the message Policy Search Results is temporarily unavailable appears:

a) Close Internet Explorer.

b) Login to Servis again (refer to Access Servis) and restart your Policy Search.

3. Locate the correct policy and view further details; or

Refine your policy search if you have returned more than 100 possible matches.

Policy Search Results

The Policy Search Results section returns the results of your search as a table. By default, the policies with a status of Active appear at the top of the list. You can change the sort order by clicking the headings of each column.

The Policy Search Results section can return up to 100 possible policies, displaying 20 at a time, that match the criteria provided. Navigate this list to locate the policy and proceed with the claim lodgement.

If the policy search returned more than 100 matches, the following message displays:

The number of results found exceeds 100. Please refine your search criteria and try again.

You will need to Refine your policy search to locate the correct policy.


Policy Number Allianz's identifying number for a customer’s policy. If you enter a policy number, all further basic and advanced fields will be disabled.

Name Returns results where the text entered matches either the abbreviated name or the insured's name. Tick the Exact Match checkbox to narrow your search to policies where the name (including title) must match the text entered.

Registration No. The registration (number plates) of the vehicle as listed on the policy.

Postal Postcode The postcode associated with the postal address of the policy.

Risk Postcode The postcode associated with the physical location of the risk.

Product Select the insurance product from a pre-defined list.

Postal State The state associated with the postal address of the policy.

Postal Street Name The street name associated with the postal address of the policy.

ABN The company's ABN if the policy belongs to a company.

Agent Name The broker's or agent's name.


Locate the correct policy

1. Scroll through the list of policies in the Policy Search Results section.

If... the search has returned more than 20 results:

a) Click to view the following page of results, or

click to view all the results on the one page.

2. Click on the policy number that matches the notifier's details.

The Policy Information displays.

Refine your policy search

1. Enter a Company number, or select Product where known.

2. Ask the notifier for further information.

Specify what information they can provide based on what fields you didn't complete for the initial search.

3. Enter the further information into the appropriate fields.

4. Click .

The Policy Search Results section displays all the policies that match the criteria provided.

5. Follow the instructions to Locate the correct policy .

If... you cannot locate a policy:

a) Advise the customer to contact Allianz or their Broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.

Policy Information

The Policy Information page displays basic information about the policy. This section appears on a new page after you have performed a Policy Search and selected a policy.

Warning: Under no circumstances are O'Brien staff to discus0s policy information with the notifier, unless the notifier has been identified as someone with authority to lodge the claim. Refer to Identifying the Notifier.

The Policy Information section displays:


Date of Loss The incident date as entered in the Policy Search ensuring that the policy displayed was current at the time the incident took place.

Policy Number Allianz's identifying number for the policy that is being viewed currently.

Replaced Policy The policy number the displayed policy has replaced if applicable.

Status Whether the policy is current, rerate, renewal produced, lapsed, cancelled or archived.

Expiration Date The date that the policy lapsed, was cancelled or archived.

Termination Reason Displays only if the policy has lapsed, or been cancelled or archived.

Name of Insured The person(s) named as the Insured(s) on the certificate of insurance.

Client Name The name which all Allianz-outbound mail regarding this policy is addressed to.

Agent Name The broker's or agent's name if the policy was sold through that channel.

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Risks

The Risks – Motor section details the vehicles and cover types for the selected policy that are active at the date of loss. The Risks sections displays varying information depending on what type of risks are listed on this policy and the type of policy being viewed.

Select the risk and start lodging the claim

1. Ensure the Date of Loss in the Policy Information section is correct.

Warning: You will not be able to change the date of loss once you have selected the risk and started recording the claim. It is imperative that the date of loss is correct as it captures the policy details as at the date the incident occurred.

2. Click next to the correct risk.

A blank Incident tab opens for you to start lodging the claim, or a Duplicate Claims tab opens where Servis locates a claim with a similar date of loss or Partial Notification Record (PNR).

If... the risk listed is not covered for motor glass repair:

“No Windscreen Cover” will be indicated instead of an option to proceed.

Note: This will only occur for policies where windscreen cover is not an option. That is, Third Party Property/Fire/Theft only, Motorcycle or Caravans.

a) Advise the customer to contact Allianz or their Broker directly if they would like to proceed with a claim. Refer to When to Refer the Customer Direct to Allianz for further information.

Return to the Policy Search Results

1. Click if the policy and risks do not match the Notifier's details.

You are returned to the Policy Search tab which retains your search results and the criteria you entered previously.

Risks – Motor

The information that may be available in the Risks – Motor section includes:


Cover Type The type of cover for the vehicle provided by this policy.

Registration The licence plate number.

Note: If the registration has changed but all other details of the risk are correct, policy cover cannot be verified. If the Customer would like to proceed with a claim, advise them to contact Allianz or their Broker directly.

Make The brand, or manufacturer, of the vehicle such as Mazda, Volkswagen and BMW.

Manufacturer Name The brand, or make, of the vehicle such as Mazda, Volkswagen and BMW.

Model The specific model number or name of the type of vehicle.

Year The year the vehicle was manufactured.

VIN The Vehicle Identification Number that appears on the chassis of the vehicle to identify it.

Engine The number that appears on the engine of the vehicle to identify it.

Type The type of vehicle (similar to model) insured under this policy.

Description A description of the vehicle insured under this policy.

Number of Vehicles The amount of vehicles insured under a fleet policy.

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Risk Unavailable

In some instances there may be no risks listed to select. In these instances, policy cover cannot be verified. If the Customer would like to proceed with a claim, advise them to contact Allianz or their broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.

Unpaid Premiums

Before a claim can be accepted, Servis checks to ensure that the appropriate premium has been paid. A policy is not current when the premium has not been paid.

Policy cover cannot be verified where unpaid premiums exist on a policy. If the customer would like to proceed with a claim, advise them to contact Allianz or their broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.

Situation of Loss The address of the Insured.

State of Risk The state where the risk resides.


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Fleet

A fleet policy covers a large number of vehicles for a corporation and therefore, each individual vehicle is not recorded on the policy.

Fleet policies hold general information about the types of vehicles (cars, trucks, utilities) that are covered under a risk, and the number of vehicles the policy covers. When an incident occurs, you need to record the exact details of the vehicle involved in this incident.

This tab will only display where the Policy selected is for a fleet of vehicles.

Record the details of the specific vehicle involved in the incident

1. Select the Vehicle Type from the drop-down list.

2. Enter what Year the vehicle was manufactured.

If... you selected Car , Caravan or Motorcycle as the Vehicle Type:

The year entered determines what values are available in the Make list.

a) Select the Make (manufacturer) of the vehicle from the drop-down list.

This determines what values are available in the Model list.

b) Select the Model of the vehicle from the drop-down list.

If... you selected Other as the Vehicle Type:

a) Enter the Make (manufacturer) and Model of the vehicle into the available fields.

3. Enter the Registration (number plate) of the vehicle.

4. Determine if the vehicle is a Sedan, Wagon, or 4WD; or Utility or Van to 2 tonne.

If... the vehicle is one of the listed vehicles:

a) Select Yes.

If... the vehicle is not one of the listed vehicles:

a) Select No.

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Duplicate Claims

Servis automatically searches the database for claims with similar dates of loss which may be a duplicate of the claim the notifier is currently lodging, and any Partial Notification Record (PNR) that has been saved for the risk selected.

The Duplicate Claims tab displays a list of these claims and PNRs to assist you in identifying whether the claim has previously been lodged, or reported but not lodged.

If a claim is being lodged against a fleet policy, there may be a large number of claims and PNRs that meet the criteria for this tab.

The Abbr Name column lists the Registration number each claim was lodged against, and the Description column displays the Claim Type. Review the information in both these columns to determine if the claim has already been lodged or partially notified. If it has, and the customer would like to proceed with that claim, advise them to contact Allianz or their broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.


Incident

The Incident tab allows you to record the specific details of the incident.

The main sections of the Incident tab are:

• Notifier Information — verify who the notifier is.• Incident Details — obtain the notifier's description of the incident.• Incident Location — record where the incident took place.• Incident Type — select from drop-down lists the type of incident that has occurred and the

claim that is being lodged.

Claim channel indicator

1. Select teleclaim from the drop-down list.

Has the Broker received payment?

Warning: Do not ask the notifier this question if it appears.

Click No to this question and continue lodging the claim. Allianz will receive a notification, investigate and action appropriately.

Notifier Information

The notifier Information section allows you to verify who the notifier is and, if they are not authorised to lodge this claim, the reason they are doing so.

Record the details of the notifier

1. Enter the name and title of the notifier into the Who is the Notifier? fields.

2. Select who the notifier is from the Notifier? drop-down list.

Note: An Authorised Representative only includes individuals already noted on the General Pages as authorised by the Insured to act on their behalf.

If... you select Insured:

No further action is required in this section.

If... you select Broker , Authorised Representative, Nominated Driver, Fleet Manager, or Fleet Vehicle Custodian:

a) Enter a Contact Number for the Notifier and an Email address if one is available.

If... you select Other:

a) Enter a Contact Number for the notifier, and an Email address if one is available.

b) Ask the notifier if the Insured has authorised them to lodge this claim.

c) Enter details about Why are they reporting the claim?.

Incident Details

This section records basic details about the date and time of the incident.

Record the incident details

1. Determine if the claim has resulted from a defined event.

An event is a tragedy or crisis that significantly impacts normal work flows, or one that generates community interest either at a local, state or national level.

Event codes are issued where a potentially large volume of claims is anticipated. Event codes allow Allianz to collate data relating to an event. It is important that event codes are applied as accurately as possible during the claim lodgement process.

The message An Event Code exists for the Date of Loss entered appears to prompt you to check the listing.

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If... the Event Code is listed and is applicable to this claim:

a) Select the Event Code from the drop-down list.

The page will refresh.

2. Enter a detailed description in the Incident Description field including:

• which glass panes have been damaged; and• how the damage occurred.

Note: Claims where the notifier indicates that more than just a glass pane has been damaged (for example, where other bodywork is damaged) or where damage was also sustained to a third party’s vehicle or property must not be lodged by O’Brien. Advise the customer to contact Allianz or their broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.

3. Enter when the incident occurred in the Time field.

The time field accepts 24 hour time format (for example, 23:25) only.

Note: The Date of Loss field defaults to the date selected when you performed the Policy Search. If the date of loss is incorrect, you need to perform the Policy Search again using the correct date of loss to ensure you are viewing the policy as it was at the time of the incident.

Incident Location

An accurate address of where the incident occurred assists in processing the claim. If the claim is for a fleet policy, in addition to the address fields you are required to enter the details of which of the insured's divisions had possession of the vehicle.

Record the location of the incident

1. Enter the address details of where the incident occurred into the appropriate fields.

If... the incident occurred in a location with no specific street address such as a shopping centre, or public car park:

a) Enter brief details about the location in the Street Name and Nearest Cross Street fields.

If... the policy covers a company's fleet:

a) Enter the Division Code or Division into the appropriate fields.

The Division Code and Division are used by the Insured to define which subsidiary company, state, or department is responsible for the vehicle involved in this incident.

If... the notifier does not know their Division Code or Division:

i) Enter TBA into the Division field and advise the notifier to supply Allianz or their broker directly with the details when they can confirm.

Incident Type

Your login will only allow for Windscreen and Glass claims to be lodged. The Type and Incident Type fields will default to Glass and Damage to Windscreen or Windows Only.

Select the Claim Type

1. Determine from the Incident Description how the glass was damaged.

If... the damage was accidental:

a) Select Windscreen from the drop-down list.

If... the damage was caused by a third party known to the customer:

a) Select Known Third Party from the drop-down list.

Note: Known Third Party should only be selected where a second vehicle was not involved in this incident. For example, the glass was maliciously damaged by an individual. For claims where the glass was damaged through collision with another vehicle, advise the customer to contact Allianz or their broker directly. Refer to When to Refer the Customer Direct to Allianz for further information.

The page will refresh and all the tabs required to lodge this claim will be displayed.

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Driver

The Driver tab allows you to record who the driver of the vehicle was when the incident occurred.

This tab will only display where the Policy selected is for a fleet of vehicles.

The main sections of the Driver tab are:

• Drivers on Policy — lists all of the named drivers on the policy plus an 'Other' option if the driver involved in the incident is not listed, and allows you to record the Driver's details.

Drivers on Policy

As this is a Fleet policy, there will be no specified drivers on this policy and Other will be automatically selected. You must enter the details of the person responsible for the vehicle at the time the damage occurred.

Enter the driver details

1. Enter the driver's Title, First Name and Surname.

2. Enter the driver's Date of Birth.

3. Enter How many years has the driver held their Australian licence?.

4. Enter the driver's Australian Drivers Licence Number if the driver has one and the notifier has that detail.

If... the driver has a licence from another country:

a) Enter 0 in the How many years… field.

b) Enter details about the licence they do hold in the Event History Note on the Pre Lodge tab, including:

- Country of issue,- Number of years held, and- Licence number.

Record the driver's address

1. Select No.

The Driver's Address fields appear.

2. Enter the Driver's Address in these fields if the notifier has the details.

Did the Driver consume any alcohol or drugs … ?

If the driver has consumed any alcohol or drugs (including prescription and over-the-counter medication) in the 12 hours preceding the accident, you need to record the details.

Record alcohol or drug consumption

1. Select Yes.

The details field appears.

2. Enter details regarding the consumption including:

• what was consumed,• how much was consumed,• the time-frame it was consumed in, and• how long prior to the accident it was consumed.


Third Party

The Third Party tab allows you to record as many third parties for which the notifier has details.

This tab will only display where Known Third Party was selected as the Claim Type on the Incident tab.

The main sections of the Third Party tab are:

• Third Party Information — to record the details of any third parties involved in the incident.• Third Party Summary — a list of previously recorded third parties and the ability to edit their

details or delete them from Servis. This section does not appear until you have recorded at least one third party.

Note: Claims must not be lodged by O’Brien Staff where damage was also sustained to a third party’s vehicle or property. Refer to the When to Refer the Customer Direct to Allianz policy.

Third Party Information

Third party information assists Allianz in processing claims, and identifying recovery opportunities.

You must complete all the fields marked as Mandatory Information.

Was the other party damage to a vehicle?If... the third party involved in this incident had damage occur to their vehicle:

a) Advise the customer to contact Allianz or their broker directly and cease lodging this claim. Refer to When to Refer the Customer Direct to Allianz for further information.

If... the third party incurred no damage to their vehicle:

a) Select No and continue lodging this claim.

Add a third party to this claim

1. Enter the third party's Name into the appropriate fields.

2. Enter the third party's Company Name if applicable.

3. Enter any Address or Phone Number details the notifier has.

4. Record the third party's Insurer and their insurer's Reference if the notifier has that information available.

5. Click to save the third party details.

Warning: You must click to save the details. Navigating away from the page without adding the details will purge the information you have entered.

The third party will appear in the Third Party Summary section and a blank form appears for you to add another third party to the claim if necessary.

Third Party Summary

The Third Party Summary section does not appear until you have recorded at least one third party. This section provides an overview about each third party involved in this incident and allows you to edit their details, or delete them from this incident if necessary.

Edit a third party's details

1. Click next to the third party's summary details that you want to edit.

The third party's details populate in the Third Party Information section.

2. Edit, or add to, any fields as necessary.

3. Click to save the changes.

The Third Party Summary section refreshes with the new details and a blank form appears for you to add another third party to the claim if necessary.

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Delete a Third Party's details

Warning: There is no warning or confirmation message before the details are deleted. Be sure you want to delete this third party.

1. Click next to the third party's summary details that you want to delete.

The third party's details are deleted from this claim.

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Contact

The Contact tab allows you to record the insured’s preferred method of contact from the notifier.

Preferred method of contact

1. Select the insured’s Preferred method of contact from the drop-down list.

Selecting Email or Phone will make the corresponding fields mandatory.

2. Enter an Email Address, Contact Number and/or Alternate Contact Number if the notifier has that information.


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Pre Lodge

The Pre Lodge tab displays all the vital information the notifier would need to know before making a final decision to lodge the claim or not.

Note: Before you can access Pre Lodge, Servis will check that all Mandatory Information fields are populated with valid data. You must collect the mandatory information before you can proceed.

The main sections of the Pre Lodge tab are:

• Pre Lodge Information — displays the No Claim Bonus (NCB) and excesses, allows you to record an estimate for the claim, and confirm the appropriate excess payable.

• Basic and Other Excesses — a breakdown of what basic and other excesses make up the total excess for this claim.

• Windscreen Claim — allows you to enter the O'Brien Quote Number.• GST — displays the insured’s current GST details for you to confirm with the notifier and edit if

required, or add if they've not been previously recorded.• Event History Note — a section for you to record additional information which does not have a

specific field in Servis.• Record Injuries — to record whether any person was injured as a result of this incident.

Pre Lodge Information

The Pre Lodge Information section displays all the necessary information for a notifier to decide whether they want to proceed with lodging the claim or not. Servis determines this information from the details entered during the lodgement process, and populated from the insured's policy.

Claim Details

Most of the details in this section will pre-fill based on information already known from the policy, and entered into the previous tabs.

Complete the claim details

The Estimate will default to $350.

1. Review the default Estimate and determine whether it is sufficient.

If... the estimate needs to be adjusted (for example, the windscreen required is specific to the vehicle make or model):

a) Change the Estimate value using numerals only (for example, 600).

Note: The amount entered into the Estimate field is Allianz’s Account Price, not the Consumer Price.

Warning: Entering a value above your allocated limit of $1500, in an incorrect format, or with a $ sign will cause Servis to reject the claim.

If... the estimated value is above your allocated limit of $1500:

a) Refer the claim to the O'Brien Validation Team as detailed under Personal Claims Authority (PCA).

2. Advise the notifier whether or not the insured's No Claim Bonus (NCB) has been affected.

Basic and Other Excesses

The Basic and Other Excesses sections only appear where an excess is applicable to the claim. View the

definition of any of the excesses by hovering the cursor over the icon next to that excess's field.

You must advise the notifier of the Total Excess, if any, due to be paid for this claim.

Advise the notifier of the total excess

1. Advise the notifier of the Total Excess if applicable.

If... the notifier requires further detail:

a) Specify what values the Total Excess is a sum of.


Windscreen Claim

Enter the O’Brien Quote Number into the O’Brien Quote Number field. This facilitates the ability for you to cross-reference Allianz’s Claim Number with the O’Brien generated Quote Number.

GST

This section provides information about whether the insured company is GST Registered as well as the ABN, Tax % and Tax Status.

Warning: If you delete or overwrite an ABN, or Tax % that has defaulted into these fields, you cannot revert to the original values. Ensure that the details that are defaulted into these fields are not correct or current before editing them.

Record whether the insured is registered for GST

1. Confirm with the notifier whether the Insured is registered for GST.

Note: If Allianz already have GST information for the insured, Yes will be selected by default and the details previously provided will auto-populate into the fields. You need only edit this information if it is incorrect.

If... they are registered for GST:

a) Select Yes from the drop-down list.

b) Enter the ABN and Tax % into the applicable fields.

If... they are not registered for GST:

a) Select No from the drop-down list.

Event History Note

The Event History Note allows you to enter any information that is relevant to the claim but does not have a specific field for entry anywhere else in Servis. This may include notes such as discussions with the notifier if they are requesting a windscreen from a specific manufacturer, and the need to adjust the estimate once that specific pane is sourced.

The text you enter here appears on Allianz’s Claims Management System as well as the Allianz Glass Claim – Motor authority email.

Enter an Event History Note

1. Select the Yes radio button.

A Description field appears.

2. Enter any information into the Description field that is relevant.

Record Injuries

You should have already established with the notifier whether a person was injured as a result of the incident. Record the information here.

Lodge the Claim

Once you have confirmed all of the information available on the Pre Lodge tab with the notifier, they should be in a position to confirm whether or not they want to continue and lodge this claim with Allianz.

Lodge the claim

1. Ensure you have confirmed with the notifier their claim details and that they want to proceed with this claim.

2. Click .

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Servis will check that all Mandatory Information fields are populated with valid data, and allows you to complete or reformat information before you attempt to Lodge the claim again.

If... you entered an estimated value that is above your allocated limit of $1500:

The following message appears:

You have attempted to lodge a claim which exceeds your authority limit of $1,500. The claim cannot be lodged, click cancel and if the estimate exceeds $1,500 contact Allianz to lodge the claim.

The claim will not be lodged. Servis will lock you out of the claim, and you will not be able to make any further adjustments to the claim.

a) Refer the claim to the O’Brien Validation Team as detailed under Personal Claims Authority (PCA).

If... an error occurs and the claim cannot be lodged:

The following message appears:

An error has occurred and this claim cannot be lodged. Click OK to the error message. Try to lodge the claim again by clicking Lodge Claim. If the lodgement is still unsuccessful, contact Allianz.

a) Click to the error message.

You are returned to the Pre Lodge tab.

b) Click again.

If... lodgement is unsuccessful again:

i) Provide the details to the O'Brien Validation Team. The O'Brien Validation Team will contact Allianz on 1300 128 150 (option 3) to obtain the authorisation to proceed.

These claims will not be registered until the invoice is received from O'Brien.

Once all the data is verified, the Next Steps dialog box appears.

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Next Steps

The Lodgement Completed – Next Steps dialog box has all the information you need to advise the notifier. The main sections of the Next Steps dialog box are:

• Claim Information — includes the claim number, and total excess.• Claim Status — confirms that the claim was lodged, or displays a notification if Servis was

unable to lodge the claim.

Claim Information

The information available in the Claim Information section will assist the notifier in contacting Allianz in the future with queries about this claim, as well as provide them with the excess payable for this claim.

Advise the notifier of these details

1. Ask the notifier if they have a pen and paper available to write down the details.

2. Advise the notifier of the Claim Number.

The notifier will need to quote the claim number when calling Allianz regarding this claim, and clearly note the claim number on any written correspondence regarding this claim.

3. Confirm with the notifier the Total Excess , if applicable, to this claim.

Claim Status

When the claim has been lodged successfully, you will see a confirmation message advising that the notification containing the O’Brien quote number has been forwarded to the nominated email address.

Click to close the dialog box and return to the Policy Search page, ready to lodge a new claim.


Troubleshooting

This Troubleshooting topic provides instruction on how to proceed when an error occurs in Servis or while accessing the eCampus Compliance training courses.

For issues with accessing, logging into, or navigating Servis, contact Allianz on 1300 128 150 using option 2.

The O’Brien Validation Team should contact Allianz on 1300 128 150 using option 3 for questions regarding the Motor Glass Claims Lodgement process, or for any instances where O’Brien cannot lodge a claim.

System Errors

System errors may occur when the network or underlying databases are unavailable.

Webpage Expiry

Any Webpage Expiry message should be raised with Allianz on 1300 128 150 (option 2). Refer to System outages for further information.

WebSEAL Error — User Administration

Any WebSEAL Error message should be raised with Allianz on 1300 128 150 (option 2).

Forbidden

Call Allianz on 1300 128 150 (option 2) and advise that your Servis account needs to be reactivated.

Validation Errors

Field errors occur when the information entered into a field doesn't meet the validation requirements of that field.

Date of loss can not be a future date

You may encounter this error when performing a Policy Search . Check that the Date of Loss is

entered correctly and again.

HPDIA0200W Authentication failed. You have used an invalid user name, password or client certificate

You may receive this message while attempting to Access Servis . You have entered either your user name or password incorrectly. Check both and try again.

eCampus — Compliance

The following table outlines the various messages or errors that can occur when accessing or taking part in an eCampus Compliance course.

Error/Type/Message What happens Whom to notify Known Fix

10060 / Proxy“The page cannot be displayed -Connection Timed Out.

Screen does not display

IT Service Provider Refresh page or close browser and re-try.

“The page cannot be displayed. -Cannot find server or DNS Error”

Unable to access login page

IT Service Provider Browser configuration is set incorrectly to use HTTP1.1 through Proxy Server.

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N/A No navigation buttons to move through the course material

Allianz on 1300 128 150 (option 2)

Hide the Windows Start Bar at the bottom of the screen to increase desktop space and maximise the Training Course window. Navigation/Exit buttons should now be visible.

N/A Exit button not visible


“Loading content. Pleasewait...”

Screen freezes and does not continue.

PC Provider or IT Service Provider

Old version of Flash Installed. Flash Plugin on PC should be upgraded to version 5 or higher.

N/A Course freezes on loading page

IT Service Provider Can be "patch" related. That is, Microsoft issuing patches which may prevent custom courses from loading.

“Blocked access – Privilegesrelated”

Error messages indicating you do not have sufficient privileges to perform a function


An access issue that requires review of your security and access privileges.

“This page can not be displayed” Error page displays Allianz on 1300 128 150 (option 2)

Usually a server connection issue. Resolved in 1-2 hours.

Error/Type/Message What happens Whom to notify Known Fix

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Appendices

Appendix 1 — O’Brien Personal Claims Authority (PCA)

The below is a copy of the O’Brien Personal Claims Authority (PCA) with which O’Brien Staff with access to Servis must comply.

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Appendix 2 — O’Brien Process Maps

The following flowcharts details the process O’Brien Staff takes for the following:

• Standard Workflow,• Allianz-skilled Consultant Unavailable,• Scheduled and Unscheduled Outages,• Original Equipment Requests,• Unable to Lodge Claim Criteria, and• Warm Transfers.

Standard Workflow

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Allianz-skilled Consultant Unavailable

If, at any time, there are no Allianz-skilled consultants available, consultants should revert to standard insurance procedures and obtain all customer details, including insurance. The Customer’s appointment should be scheduled and the job actioned as “Approval Required”. The Customer is to be advised one of our insurance specialists will call them within the hour to help them with their insurance.

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Scheduled and Unscheduled Outages

If Allianz have confirmed the outage is two hours or less, we will revert to placing jobs in “Insurance Approval Required” status and follow our standard insurance process. Our Validation Team will commence the process through the Allianz system once systems are available again. For periods where the outage is expected to be in excess of two hours, an appropriate process will be adopted and agreed to between Allianz and O’Brien.

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Original Equipment Requests

Where a Customer requests an original equipment product, and every attempt has been made to assure the customer or after market quality, the customer’s insurance information is to be obtained and the job actioned as “Approval Required”. If the job value is $1500 or less (account price) no additional authorisation is required. If the value is higher than $1500, the claim must be authorised by Allianz.

Unable to Lodge Claim Criteria

A claim must not be lodged where the information provided meets the criteria listed in the When to Refer the Customer Direct to Allianz section. Recommended scripting: “I’ve been unable to confirm cover, you will need to contact Allianz direct if you wish to pursue a claim”.

Warm Transfers

At any time where a customer expresses dissatisfaction or disappointment with the process, warm transfer the customer to Allianz on 13 1000.

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Appendix 3 — Document History

Changes Author Authoriser Date

Original version. G.Rebello, L.Whitehead & L.Green

L.Whitehead & L.Green

23/08/2012

Compliance Sign-off. Document Number 12.08.099-01. Compliance 04/09/2012

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Documents

00319.08 O’Brien - Motor Glass Claims Lodgementfile/OBrienGlass-ServisGuide.pdf · O’Brien — Motor Glass Claims Lodgement Notification of system issues to Allianz by O’Brien