CNA Package Policy CLAIMS REPORTING PROCEDURES

Transcription

1 CNA Package Policy CLAIMS REPORTING PROCEDURES ALL PROPERTY AND LIABILITY CLAIMS ARE INITIALLY REPORTED TO THE MCDONALD S FIRST RESPONSE CLAIMS REPORTING CENTER. OPERATORS ARE STANDING BY 24 HOURS A DAY, 7 DAYS A WEEK. PLEASE HAVE THE FOLLWING INFORMATION READY WHEN YOU CALL: McDonald s National Store Number Date and Time of Incident Description of Incident Name of Claimant Name and Phone Number of McDonald s Contact Person We have provided you with copies of an Incident Report Form for your convenience in gathering this information. The use of these forms is not required by the claims center. The call center will take your information and promptly submit it to the appropriate CNA claims office for adjusting. Your adjuster will advise you of any documentation you may need to submit. If you have further questions, contact our McDonald s Claims Coordinator Suzanne O Malley (Ext. 518 Operators M-Z) or Cindy Van Hook (Ext. 576 Operators A-L) at

2 McDonald s Claims Unit CNA Plaza P.O. Box 8317 Chicago, IL March 1, 2014 McDonald s Owner Operator Attn: Re: Claim Administration Personnel Claims Reporting All new customer injury and property damage claims should be reported utilizing the toll free reporting number to the McDonald s Claim Center: Once a claim is reported you will receive an acknowledgement indicating the claim number and the Claim Representative s name and their telephone number for your reference. To contact the CNA McDonald s Claim Team regarding a claim previously reported call: CNA looks forward to providing exceptional claim service from all the representatives of the McDonald s Claim Team and the entire CNA Standard Lines Claims organization. If you have any questions or concerns please contact our Claims Supervisors: CNA / McDonald s Claims Unit P.O. Box 8317 Chicago, IL CNA McDonald s Claim Unit Managers Brad Barton / Brad.Barton@cna.com Jennifer Williams / Jennifer.Williams@cna.com Kathy Anderson / Kathy1.Anderson@cna.com

3 CLAIM REPORTING PROTOCOLS SLIP, TRIP AND FALL CLAIM PRODUCT/FOREIGN OBJECT CLAIM Do NOT admit liability or offer to pay for claimant s medical bills. Take a complete incident report. Do NOT provide a copy of the report to the claimant. Note specific details of hazard, including size, color and age. Take photographs of the hazard. Note the last walk-through and/or cleaning inspection time and the name of the employee who completed the inspection. Maintain surveillance tape, or electronic media, if applicable. Report the loss immediately. Do NOT agree to pay claimant s medical or dental bills. Inspect the alleged foreign object. Take a picture and/or make a complete and accurate description of the object. Advise claimant to keep the object or food item for an inspection by the insurance company. If claimant insists on having you keep the foreign object, do NOT throw it away. Keep it for inspection in a plastic bag and store it in a safe place. Freeze any food items. Report the claim immediately with the product manufacturer and box code information. FOOD POISONING CLAIM Do NOT agree to provide or advise claimant regarding medical treatment. Take a complete incident report. Note the food products the claimant purchased. Note the supplier and product box code. After the incident has been reported to the McDonald s First Response Claims Center, send the incident report (including information on product mix and temperature checks) to CNA Claims Unit. The adjuster may also request copies of the most recent Health Department records.

4 IMPORTANT PHONE NUMBERS McDonald s Claim Center McDonald s Claim Handling Tips Suzanne O Malley X 518 Owners M-Z Cindy Van Hook X 576 Owners A-L Do NOT admit responsibility just collect the facts. Obtain written statements from employees who have knowledge of the incident in question. Obtain a written statement from claimant if possible. Obtain a written statement from independent witnesses if possible. Always record their names, addresses and phone numbers. Gather and present all physical evidence. Example: Use baggie and freeze if a food product is involved. If digital photos or video recording of incident is available, retain it and submit it to the company. This includes preserving any applicable surveillance video digital media. If a slip and fall is claimed, note the employees and witnesses on the scene at that time, and whether or not mopping cones/signs were in use. When dealing with a slip-and-fall, note the type of shoes the injured party is wearing. Casually comment on the condition of the shoe, color, etc. If the claim involves a minor be sure to record the parents name, address and phone number. If the claim is for illness from a food product, be prepared to give the insurance company the product mix for the day in question. All responses should be simple, complete and accurate. Claims happen. We re here to help! If you have an accident on your premises, don t wait until the claimant files suit. Report the incident to us at your first opportunity. We re here to help you gather the facts and settle the claim as efficiently as possible. We re here to work for you!

5 CUSTOMER INCIDENT REPORT PLEASE CALL FOR ALL CLAIMS HAVE THE FOLLOWING INFORMATION READY Owners Name: Company Name: Date Reported: Incident reported by, Title: Phone Number: Policy Number: Store # Address, City, State Date of Occurrence, Including Time Store Manager: Manager on Duty at time of loss, if different: Store Phone Number: INJURED PARTY INFORMATION Name, Sex, Date of Birth or Age: If Minor, Name of Parent or Guardian: Home Phone Number: Address, City, State Business Phone Number: Description of Incident: Cell Phone or Pager Number: Has injured person received medical treatment? If yes, where: Phone Number of Treatment Center: If foreign object involved, object retained by Insured or Customer? (If retained by the Insured, please mail immediately to CNA by certified mail. Must include confirmation # assigned by CNA.) Product Supplier Phone Number for Supplier: Product Box Code #: Describe Customer s Property Damage, including amount: Where can property be seen? When? Claimant s Attorney Name: Address, City, State Phone Number: WITNESS INFORMATION Witness #1 Name: Cell Phone or Pager Number: Home Phone Number: Address, City, State Business Phone Number: Witness #2 Name: Cell Phone or Pager Number: Home Phone Number: Address, City, State Business Phone Number: CNA INSURANCE FOR FOLLOW UP ONLY PO BOX 8317 CHICAGO, IL (866) LOVITT & TOUCHÉ ASSISTANCE PO BOX TUCSON, AZ (800) Suzanne O Malley X518 (Operators M-Z) Cindy Van Hook X576 (Operators A-L)

6 Incident Scene Photographs Important steps Do not photograph customers or others. Photograph only the incident scene and related sources, such as equipment, spills, or other conditions. If photographing outside, remember that sunlight can cause glare and affect the quality of your photo. Take multiple photographs from different angles, such as 3 o clock, 6 o clock, 9 o clock and 12 o clock. Take close up shots from 3 to 5 feet away. At this range, include a point of reference that will provide a sense of scale. If you have a tape measure or ruler, stand it up next to the object; otherwise, use common items, such as pencil or a drinking cup. Next, step back and photograph from 10 to 15 feet. For outdoors photographs, you may also want to include further distances, such as 40 feet away. Take your photos wisely and attempt to have the photos tell the story about what happened. Finally, be sure to include all photos with your incident report to CNA. Place photos here.move onto the next page as needed.