Why should you use this Playbook?

Policyholders expect transparency throughout the claims process. This Playbook reduces support volume and speeds up service by delivering accurate updates without agent involvement.

When should you use this Playbook?

When policyholders request an update on an existing claim or want to confirm progress, estimated completion, or next steps.

What does this Playbook do?

• Authenticates the policyholder
• Retrieves claim details and current status from internal systems
• Communicates key information ( stage, estimated completion date, next steps)
• Escalates to an agent if complex or delayed statuses are detected
• Leverages Linked Playbooks to streamline workflow reuse and reduce upkeep