EZPASS

Thank you for calling Assurant, this is Kris, Who do I the pleasure speaking with today?

*Hi (Cu name) How can I help ?

"Acknowledgment Statements: Reason for calling" *I'm so sorry that…(repeat back what they're calling about) *Thank you for taking time out of your day to call us to file a claim I will be more than happy to assist you. *Before we proceed, I'll be needing some important information for you okay? *Alright! Can I have the spelling of your first name? Thankyou *Can I also have the spelling of your last name? Thank youu

Are you the acc holder? Can I have your best contact # incase that we need to update you regarding your claim *And Are you calling to file a new claim right? May I know when did the incident happen ? " may I have the exact date, I'll be needing the exact date to finalized your claim because incase that your not sure with the date it might affect the result of your claim so here's what I can do Let me help u remembering when did it happen alright? " do you have a calendar with you, Are you working at that time, are you with someone when did the incident happen, Is that weekdays or weekends.

Enrollment Screen We are now on the next step of your claim so May I know "What is the make and model of the device you are claiming." (CONFIRM IT SHOULD BE THE SAME INFORMATION ON SCREEN THEN CHOOSE THE MOST RECENT ENROLL IF NOT JUST CLICK ON NO ENROLLMENT)

Cust Validation screen (no enrollment attached) *May I have your billing address (ENTER IT ON THE FILED SCREEN THEN WAIT FOR THE GREEN CHECK SIGN BEFORE PROCEEDING) *Reminder (Be sure to validate the customer in the Carrier Billing System in order to determine if you should continue with the claim. )

Carrier Market screen We are now on the next step of your claim and I will be asking you some question alright? *"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?"

-TMO Prepaid (For the Carrier Field, select (T-Mobile MHP) Ask "Are you a resident of New York?" If yes: select T-Mobile MHP AC\Bundle NY for the Market field If no: select T-Mobile MHP AC\Bundled for the Market field

-TMO Postpaid (For the Carrier field, select (T-Mobile Postpaid 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

-Sprint Legacy (For the Carrier field, select (T-Mobile SP36O) 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

-Metro by T-Mobile ( For the Carrier field, select Metro by T-Mobile) Ask "Are you a resident of New York?" If yes: select Metro PHP - NY for the Market field If no: select Metro PHP - Nationwide Bundled/McAfee for the Market field

“In order to validate your account, may I please have the passcode for your Tmobile account?” (If customer doesn’t know the passcode: “That’s okay if you don’t remember. Are you able to receive an Assurant Verification Code to the mobile device ending in xxxx?”)

If customer can’t receive AVC:

T-Mobile: “No, worries. There is one more thing that I can use to help with your validation. Will you please give me the last 4 of the social security number on the account” T-Mobile - If the last 4 of SSN was used to validate the account:* “Please provide your billing address as it appears on your T-Mobile bill.”*

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.”

Metro: "No, worries. There is one more thing that I can use to help with your validation. I'll try to get you validated with your Metro by T-Mobile security questions."

EZPASS "To quickly and easily finish your claim today, I’ll be sending you a link by eiher phone or email. Once you receive that link, simply go online, and confirm your shipping address and pay your deductible to finalize your claim.Where do you want me to send the link to your phone or email ?

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

*Alright were almost done here I'll be needing to ask you some informtation before initiating the claim

*"as I can see here that your filling a claim to an make/model gb color device and you have a deductible of $___ taxes may apply I'll just go ahead now and initiate the claim "

*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.”

**Click on the Exit button to close the EZPass Portal window and get back to ePrism Click the Next Caller button in ePrism and disposition the call

*SSO “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.”