Policyholder: Glossary

Updated by Jennifer B.

A
  • Accessibility: Web accessibility means that websites, tools, and technologies are designed and developed so people with disabilities can use them. More specifically, people can: perceive, understand, navigate, interact with, and contribute to the Web.
  • Accessible: Things that are easy to use for everyone, including people with disabilities.
  • Actual cash value (ACV): What an item is worth after the item's depreciation has been removed from the replacement cost.
  • Actual replacement cost (ACR): How much it would cost to replace a damaged or destroyed item.
  • Additional living expense (ALE): Extra expenses policyholders incur if they must leave their permanent residence because of a loss.
  • Additional mileage: In ALE, this is the mileage a policyholder travels that is more than what they normally would have driven had the loss not occurred.
  • Additional spending: In ALE, expenses above what a policyholder had prior to a loss.
  • Adjuster: Employed by an insurance carrier, adjusters build an estimate of the damage at a loss site.
  • Advance payment: Payment made to the policyholder before any portion of the claim has been processed.
  • Allowable: Monetary amount that is allowed to be spent on a specified item.
C
  • Calendar/shared calendar: The shared calendar displays a list of upcoming events. The shared calendar syncs project participants' calendars so that everyone involved in the project is aware of the events taking place. Project participants can add, edit, and delete events, as well as decide who is notified of any changes.
  • Carrier: An insurance company.
  • Cause of loss: The specific cause of the loss event (e.g., faulty wiring, broken pipe, roof leak).
    Chain of custody: In ContentsTrack, the chain of custody shows the location of an item from pack out to pack back.
  • Claim: A request from a policyholder to their insurance company for compensation after incurring a property loss that is covered by their insurance policy. In ClaimXperience, the claim includes information gathered through collaboration between the policyholder and claim team members.
  • Claim activity: A change of information in a claim. Examples of these changes include
    • Adding a file
    • Sending a message
    • Creating a label
    • Updating personal information
  • Claim number: The unique number used to identify a claim.
  • Claim representative (claim rep): The person who manages the claim for the carrier/insurer. This person is typically primary contact for the claim.
  • Claimant: A person making a claim, usually the policyholder.
  • Claims Library: A list of claims in which a user is involved. Policyholders only see the claims library if they are involved in more than one claim.
  • ClaimXperience: A collaboration portal where claim participants can coordinate transparently, schedule work, capture and share files, and get notified throughout the life of the claim.
  • Cleaned and stored items: Items recovered from a loss that do not need to be replaced.
  • Collaboration: Communication among policyholders and team members regarding a project.
  • Collaborator: Someone who participates in a policyholder or video collaboration.
  • Condition (personal property): The condition of a personal property item before it was affected by a loss.
  • Contractor: A person or company that works on a contract basis.
  • Coverage: A detailed agreement between the insured and the insurance company about what will be reimbursed in the event of a claim.
D
  • Deleting content: Only users with administrator rights can delete content in a project.
  • Depreciation: The decrease of an item in value over time.
E
  • Exclusion: In additional living expenses (ALE), exclusions are dates that are removed from the normal expenses calculation due to the carrier not reimbursing expenses during that time period, such as for a vacation.
F
  • Files: Documents, images, videos, and audio files that can be added to your claim in ClaimXperience.
  • File types: The types of files that can be uploaded to ClaimXperience. ClaimXperience currently supports the following file types:
    • Audio: MP3, OGG, WAV
    • Documents: CXV, DOC, DOCX, EML, ESX, MSG, PDF, XLS, XLSX
    • Images: BMP, JPEG, JPG, PNG, ZIP
    • Videos: 3GP, 3GPP, AVI, GIF, M4A, M4V, MOV, MP4, MPEG, WMV
  • First notice of loss (FNOL): The initial contact a policyholder makes to the insurance company after a loss.
  • Flagged item: A personal property inventory item that requires attention, usually additional information.
G
  • General quote item: The closest matching item in search results if a user searches for a replacement item and cannot find the exact item. For example, if a user can't find their specific 55" TV, they could select TV-LCD / LED-LCD 55-60".
  • Geocode: The latitudinal and longitudinal coordinates of a physical address.
H
  • Hazard recognition: A scan that analyzes images for potential hazards. Users see warnings and receive notifications if potential hazards are identified.
  • Housing company (ALE): A company that arranges temporary housing for policyholders who have suffered a loss that prevents them from staying in their permanent residence. Temporary housing may include a hotel or a furnished apartment or house.
I
  • In-app notifications: Project-related notifications users receive within ClaimXperience. In-app notifications are automatically removed from the Notifications drawer and the Notification history after 30 days.
  • In-portal messaging: Direct messaging within the ClaimXperience. In addition to being visible to the sender and recipient, messages are viewable by the project's primary contact and their company and become a permanent part of the project.
  • Initial inspection: The first inspection performed on a claim site.
  • Insured: Policyholder.
  • Insurer: Insurance company or carrier.
  • Inventory: A list of personal property items that were affected by a loss. These items may have been dirtied, damaged, or destroyed because of that loss.
L
  • Label: An optional component of files that can be used to help users group and filter files to support the work you do.
  • Live call: Video collaboration live call.
  • Loss location site: In the US, the state of the property loss.
  • Loss of use coverage: Loss of use insurance coverage is used when property is damaged to the point that a policyholder cannot live there until it is returned to the state it was in before the loss. It typically covers lodging, food, and gas. Additional living expenses could be considered a sub-category of loss of use coverage.
M
  • Measure tool: A Video Collaboration feature that, when enabled by the Administrator, allows users to take measurements in real time during a video collaboration live call. A live call participant must be using the OneXperience app and an augmented reality- (AR-) compatible device to use this tool.
  • Messages: In-portal messaging between any team members.
  • Mitigation: Preventing further damage to a property after a loss event. For example, if a pipe bursts in a house, a user could mitigate water damage by turning off the water to the house.
N
  • Normal expenses (ALE): Expenses a policyholder normally has, or might be expected to have, because of the loss.
  • Notification history: A list of all the notifications you have received in the last 30 days. Notifications are removed after 30 days.
O
  • Offline tasks: Custom tasks without a personal property question type that can be downloaded to the OneXperience mobile app and completed with or without an internet connection. If submitted when offline, they will be submitted once a connection is established.
P
  • Pack-back: The return of stored, cleaned, or restored items that were removed during the pack out.
  • Pack-out: The removal and transport of damaged personal property to a secure location for storage, cleaning, and restoration.
  • Peril: The type of event that caused the loss (for example: fire, lightning, theft). Peril is also known as type of loss or loss type.
  • Personal preferences: Information a policyholder provides to let their claim team members know when they are available, their preferred method of contact, and other personal preferences.
  • Personal property: Property other than real property. Typically, personal property can be picked up, packed, moved, and stored. Examples of personal property can include furniture, clothing, and jewelry.
  • Personal property replace items: Personal property items that are not salvageable and must be replaced.
  • Personal property searching: A way for users to search for personal property items based on settings. For example, searching for vendor items and general quote items.
  • Policy limit: The amount for which an insured is covered.
  • Policy number: The unique number used to identify a policy.
  • Policyholder: Insured. The person or entity who owns an insurance policy.
  • Preferred service provider (PSP): Service providers with whom carriers contract and recommend to claimants.
  • Premium: The amount a policyholder pays for an insurance policy.
  • Primary contact: The main claim representative with whom the policyholder communicates.
  • Project: Another name for a claim.
R
  • Real property: Land and assets permanently attached to the land. Examples include buildings, fences, the land itself, landscaping, ponds, and crops.
  • Remediation: Actions taken to make a structure safe. Examples include lead abatement, mold remediation, and asbestos removal.
  • Replacement cost value (RCV): The replacement cost of damaged or destroyed property, without considering depreciation.
  • Replacement item: An item purchased to replace an unsalvageable item destroyed by a loss.
  • Request items: An option that, when enabled, allows cleaned and stored items to be requested for return by the policyholder.
  • Returned item: A cleaned, stored, or restored item that has been returned to the policyholder.
  • Room (personal property inventory): The room at a loss site from which a personal property item was removed.
S
  • Salvage: Materials or items saved from a loss.
  • Shared calendar: A calendar that displays a list of upcoming events and syncs with those of other project team members.
  • Sharing content: Allowing other team members to access information added to a project.
  • Soft goods: Non-durable goods, such as bedding and clothing.
  • Structural items: Items that make up the structure of the main building, such as flooring or masonry products.
  • Submitted inventory: A list of personal property inventory items submitted to a policyholder's insurance company. All required fields should contain information prior to inventory items being submitted.
  • Summary of additional spending (ALE): An additional living expenses summary that shows the total, normal, approved, and total additional expenses calculated to the date of the last recorded payment. The totals do not reflect any approved expenses that have not been paid.
T
  • Task assignor: The ClaimXperience user who assigns a task.
  • Team: A group of resources that can be treated as an individual team member.
  • Team members: Individuals, teams, or companies participating in a claim.
  • Temporary address: Temporary lodging a policyholder uses when they are displaced due to a loss.
V
  • Video collaboration: A way to collect real-time video and photos to triage a claim using a policyholder's mobile device.
Z
Zero total: An item having a total Replacement Cost Value equal to zero. ​​This could be because the item has a quantity or unit price of zero.

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