COVID-19 Extensions
COVID-19 caused the insurance industry to allow companies to adjust their normal rules and terms and conditions to accommodate their customers.
This course was released to new employees to explain the extensions allowed starting on 3/13/20 and was accompanied by a job aid that referred back to the same information within the course.
Time:
Under 5 minutes to complete.
Program:
Rise360
My Role
I worked with our Claim Management and Compliance Team to document all rules. With the uncertainty of COVID-19, the Underwriter received confirmation of these changes with only 48 hours notice to release it to the employees. I designed and developed the course, which was tested by the Claims SME, and released it within 24 hours after receiving the list of exceptions from the Underwriter.
User Feedback
Users were happy with the comparison charts reflecting the new extensions within each topic! They found it easy to reference the job aid in the Knowledge Base quickly while on the phone. They also found this course to be much easier to digest the information instead of receiving it in the original Google Document format.
Course Walk-Through
Job Aid
This custom job aid was created to outline all COVID-19 extensions within the course. This allowed employees to easily access the same information at all times.