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Billing Verification/Model Verification Skip fulfillment screen for SnR if mv or bv is generated. Do not collect repair fee until BV and MV has been approved
Suggested scripting BV: "Your repair service agreement has not been updated in our system at this time. we will need to confirm your repair service agreement prior to authorizing the service request. please allow 24 hrs for this to be completed. Once this has been confirmed, we will contact you to complete your service request. "
Suggested scripting MV: "It is necessary for us to verify the make and model of the device you are requesting a service repair on. this process will take 24hrs to complete. Once this has been confirmed, we will contact you to complete your service request. "
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Cust called in to file a new claim Cust called in to check the status of the claim Cust called in because she is being charge for NRF Cust called in to pay for the deductible Cust called in to continue the claim Cust called in because she received defective replacement device Cust called in because he received an email saying he did not return the damage device Cust called in to make sure we received the damage device
Validated via carrier billing system
Offer EZPass / cmr refused // Manually processed the claim
Pending // Advised 24 hours to be review
IVR Validated Website provided Ask status call question
Transfer to IVR for payment Processed the payment via ECKOH Processed the payment manually authorized by Cust
provide advisement and set proper expectation
Wasn't able to offer SSO and transfer to survey because cmr disconnected the call
edit publish COMPLETE SCRIPTING PENDING EQUIPMENT AVAILABILITY THAT YOU WILL RECEIVE IS "MM/GB/CLR"
DATE of BIRTH Can you please provide me the account holder date of birth.
COMMUNICATION : "Would you like to provide an email address so you can receive information regarding your claim?” "Would you like to receive text message also for the update? Standard message and data rates will apply.”
EZ PASS "To quickly and easily finish your claim today, I’ll be sending you a link by either phone or email. Once you receive that link, simply go online, and confirm your shipping address and pay your deductible to finalize your claim. Should I send that to your phone or email?"
“Alright, you’re all set! You’ll be receiving the link in the next few minutes. In order to access your claim online you’ll be asked for the billing zip code on your 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! And if you have any question regarding your claim you can always visit our website which is myTMOclaim.com and chat support representative is there willing to help you. Is there anything else?
S E R V I C E and R E P A I R "I recommend this as your most cost-effective solution which is having your device repaired. Good thing is that most repairs are completed the same day. You are able to keep your same device, saving time from having to transfer your saved information. So would you like to know which repair location are nearest to you?"
"Mr./Ms. (last name), you're all set. You have a deductible of $___, which includes tax. You'll likely be able to get your repair completed the same day. The authorized repair facility will have access to your covered claim, so they'll be prepared to assist you. You'll receive your confirmation email shortly which includes the repair store address and phone number; no appointment is necessary but we do recommend you call ahead to confirm business hours. You can either print out the email or have it handy when you go to the repair center. If you forget it, you can simply provide your name and device serial number. And if you still have any question you can always visit our website which is myTMOclaim.com and chat support representative is there willing to help you. Is there anything else?
R E P L A C E M E N T
SHIPPING “We provide next business day shipping for authorizations processed before 7:00 p.m. ET/ 8:30 For metro, at no additional cost. So you know when to expect delivery of the device, you can track it by either using the link provided in the email we're sending you, or by logging onto our website at myTMOclaim.com"
SET EXPECTATION OF THE SHIPPING ADDRESS "Mr./Ms. (last name), please be aware that once you pay your deductible and your claim is authorized, we will not be able to change your shipping address.”
REPLACEMENT ( Comparable Device) "The (claimed device) is not available at this time. In order to fulfill your claim in the quickest manner possible, pending equipment availability, we will be sending you a (Replacement device) instead . This model is comparable to your (Claimed Device) and has many of the same features and functions.. Your monthly device protection price and future deductibles may increase or decrease. You can visit [client-specific website] to view the monthly device protection price and deductibles that apply to your now or at the time you receive your replacement."
RETURNED SHIPPING LABEL for REPLACEMENT "Inside your package is a USPS return shipping label. You need to return your damaged device because they charge you for it. Once you are ready to return it, I just wanna advice you to not leave it in a TMO store, don't drop it in a mailbox, all you need to do is to return it to the post office, and give it to the person behind the counter and ask for a receipt."
SURVEY I will be transferring you to a voice-mail message with additional information regarding your replacement device along with a brief survey. We value your feedback and would appreciate your participation in the survey". "Thank you for calling Assurant.
FMIP is not yet disabled (REPLACEMENT IPHONE ONLY) Please disabled the Find my Iphone
Are you familiar with our website? You can go to myTMOclaim.com / mymetroclaim.com and from there you will be able to quickly and easily get information on your claim such as shipping information or even receive chat support.”
CHC “The issue that you described sounds like an internal problem with the phone. The good news is that you are covered. T-Mobile handles these type of phone issues, so let me give you their phone number.” If the customer says they transferred you to us, you can say:“I'm sorry for the inconvenience. They may not have been fully aware of the details. Now that we have more information on the issues with your phone, T-Mobile will gladly take care of you.”
Escalation Samples and Scripting “The deductible amount is based on the claimed make and model of phone. Due to the higher costs of cell phones and the costs involved in replacing your phone, the deductibles may be higher than what you expected. You can, of course, speak with your carrier representative if you want to pursue other purchasing options, but in order to go through with the claim, the deductible is required.”
SURVEY NEW CLAIM “Is there anything else I can help you with?". "I will be transferring you to a voice-mail message with additional information regarding your replacement device along with a brief survey. We value your feedback and would appreciate your participation in the survey". "Thank you for calling Assurant."
METRO "Thank you for filing a claim with Assurant. Just a few quick, but important, reminders before you go. For the fastest and easiest way to check the status of your claim any time, visit us online at mymetroclaim.com. For a no-fee activation of your device replacement, call Metro by T-Mobile at 1-888-8-METRO-8 and give them the SIM number and device I-M-E-I, which will be on the replacement box label. They’ll take care of the rest!
Remember: If you have a damaged or malfunctioning device, once you receive your replacement, use the instructions and packaging provided to return your damaged device to us within 15 days to avoid additional fees. Also, if you have an Apple device, it’s important to disable Find My iPhone, and keep it disabled, before returning the device to us. You can do this from your device or visit iicloud.com/find on any computer or tablet."
T-MOBILE "Thank you for filing a claim with Assurant. Just a few quick, but important, reminders before you go. For the fastest and easiest way to check the status of your claim any time, visit us online at myTMOclaim.com or download the Tech PHD app. Once you receive your replacement, use the instructions and packaging provided to return your damaged device to us within ten days to avoid additional fees. Also, if you have an Apple device, it’s important to disable Find My iPhone, and keep it disabled, before returning the device to us. You'll find detailed instructions on how to return your damaged device enclosed with your replacement device"