1. "To expedite your claim, I can start your claim for you and send you a link to finish your claim online. Would you like me to send that to you by phone or email?" If sending via Text: “Standard message and data rates will apply, and you may also text HELP for assistance.” For TMO Only If customer asks for deductible make sure to tell the customer that "Taxes may apply", when quoting the amount. 2. Ask the questions displayed under the Get Incident Info page 3. Click Submit in the Claim Review and Communication Preferences section 4. One of these three outcomes will occur: Claim Initiation Complete (Approved) - “Alright, you’re all set! You’ll be receiving your in the next few minutes. In order to access your claim online you will be asked for the billing zip code located on your T-Mobile/Metro by T-Mobile account. If you have any questions while you’re finishing your claim online, a chat representative will be available to help you. Don’t delay filing your claim online so that you can get a working device as quickly as possible! Is there anything else that I can help you with? Thank you for calling Assurant.” Covered by warranty Carrier Handling Claim - "The claim you are filing is considered mechanical failure. These types of claims are being administered by T-Mobile/Metro by T-Mobile directly. You may call Customer Care at _________ to complete your claim." Manufacturer Handling Claim - "Mr./Ms. (last name), the issue you’re reporting is considered a mechanical failure / physical damage. Since your coverage includes an extended warranty through Apple, I’ll be transferring you to them, so they can assist you. In case we get disconnected, the AppleCare direct line is 877-206-1928. Please hold while I contact Apple for you." Denied - Use the suggested script displayed in the EZPass portal to inform the customer the claim is not covered 5. Click on the Exit button to close the EZPass Portal window and get back to ePrism 6. Click the Next Caller button in ePrism and disposition the call