SCRIPTINGZ

1.) SEARCH SCREEN+++

Hi, Thanks for calling ASSURANT, My name is RICHARD, How can I help you today?

+++STATUS CALL - say BEFORE WE PROCEED ARE THERE ANY CHANGES THAT NEEDS TO BE MADE TO THE CLAIM?+++

+++DOES ANYTHING IN YOUR CLAIM NEED TO BE UPDATED+++

+++depending on equipment availability+++

+++“Are you familiar with our website myTMOclaim.com/mymetroclaim.com? It’s a quick and easy way to access claim information, such as claim status and includes chat service and pay your deductible and is available for you 24/7”+++

++++“Please hold onto your damaged device because once you receive the replacement, there will be a prepaid shipping label to return the damaged phone to us as soon as possible to avoid being charged the full replacement value of the device. Just go to USPS give it to the person behind the counter and get a receipt do not drop in any stores or any drop box. Last thing we need is to have a NRF charge for a missing device.

SSN and BILLING ADDRESS use coverage address to validate*

+++EZPASS+++ "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?"

***BENEFITS- fast and easy , can complete the process on most convenient time.

***If sending via Text: “Standard message and data rates will apply, and you may also text HELP for assistance.”

Claim Initiation Complete (Approved)

“Alright, you’re all set! You’ll be receiving your <email / text> 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

+++cmr reporting mechanical breakdown/physical damage, cmr with AppleCare, transferred to AppleCare for assistance+++

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."

4.) CARRIER MARKET SCREEN+++

Determine which carrier the customer has coverage with. For example: "Do you have a T-Mobile Prepaid or Postpaid account?" "Did you migrate from Sprint?" "To confirm, you have coverage with Metro by T-Mobile, is that correct?"

. For the Carrier field select T-Mobile Post Paid PHP

Ask "Are you claiming an Apple device?" If yes: select P360 Nationwide w/ACS for the Market field If no: select P360 Nationwide for the Market field

5.) CUST VALIDATION SCREEN no enrollment attached+++ +++ATLAS for TMOBILE +++METRO for METRO +++ICARE for SPRINT

6.) INSURED SCREEN+++

*** IF CAN’T VALIDATE:*** “I’m sorry; I can’t proceed with your claim until you’re able to validate the account. Please contact T-Mobile for help and, when ready, you can complete this claim at myTMOclaim.com.”

“To assist with the security of your claim, may I have <your / the accountholder’s> date of birth?”

*** “Will you please provide an email address so you can receive information regarding your claim?”***

T-Mobile: "Would you like to receive text message updates with information about your claim? Standard message and data rates will apply."

7.) CLAIM INFORMATION SCREEN+++

***“Can you provide a brief description of what happened to your device?”

***Mechanical Breakdown (MB): *** "Did anything happen to cause the problem?" Ask all questions

***Physical Damage (PD): *** T-Mobile: "Is there damage to the device, such as water damage, a cracked back camera lens, damaged housing/casing, or a damaged port?" “Do you still have possession of the device?”

Missing/Lost (M/L)/Theft (Th): “Who was using the device before it was <lost / stolen>?”

8.) CLAIMED EQUIPMENT SCREEN+++

***"Mr./Ms. _____, I see the device you’re claiming is a (make/model/GB/color), correct?”

If customer is unable to confirm the make/model:

"I'm sorry, I can't proceed with you claim until you're able to provide the complete make, model, GB, and color of the claimed device. Please contact T-Mobile/Metro by T-Mobile for help and, when ready, you can complete this claim at myTMOclaim.com/ myMetroclaim.com or by calling us back."

If unable to locate the device in ePrism:

“I'm sorry, I am unable to locate the device you're claiming in our database, and to complete your claim we need to have it added. I am submitting a request to get your device added to our database. We will call you back in 1-2 business days to complete your claim"

+++EXPECTATIONS:+++

“Please hold onto your damaged device because once you receive the replacement, there will be a prepaid shipping label to return the damaged phone to us as soon as possible to avoid being charged the full replacement value of the device. Just go to USPS give it to the person behind the counter and get a receipt do not drop in any stores or any drop box. Last thing we need is to have a NRF charge for a missing device.

"Are you familiar with our website myTMOclaim.com/mymetroclaim.com? It’s a quick and easy way to access claim information, such as claim status and includes chat service and pay your deductible and is available for you 24/7”

+++FMIP DISABLE+++

“Before returning your damaged device, please make sure you disable the Find My feature. You can do this from your device or go to iCloud.com/find on any computer or tablet.”