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****STATUS CALL*****

May I please have the phone # that associated on your claim?

Thank you for calling ASSURANT! My name is ________. Who do I have the pleasure of speaking with today?” If an existing caller entry exists, select correct one; don’t spell back. If creating new, then type with initial caps and spell back. If NO to accountholder, obtain the relationship.

“Hi Mr./Ms.______. How can I help you today?”

“I’m sorry that you had to call back to get your claim completed. I’ll do everything I can to help you with this claim.” " And I thank you for your time and effort to call us about your concern."

“I’d be happy to help you with that!

"May I please have the phone number associated in your claim?

“Great. Before we start, I’ll need to get some important information from you.”

“Are you the account holder?”

“May I have a contact number in the event we need to call you regarding your claim?”

“Are you calling about the claim that you filed on ?”

Customer Validation Screen

“In order to validate your account, may I please have the passcode for your account? “That’s okay if you don’t remember. Are you able to receive an Assurant Verification Code to the mobile device ending in ___?” If customer can’t receive AVC: T-MOBILE: “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”

METRO: "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."

Claim Summary Screen

*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 UNABLE TO VALIDATE: “I’m sorry. I will not be able to proceed with your claim until you’re able to validate the account. Please contact T-Mobile for assistance and give us a callback.”

EPRISM(PENDING,INREVIEW OR APPROVED

SERVICE AND REPAIR

  1. "DOES ANYTHING IN YOUR CLAIM NEED TO BE UPDATED?"

  2. Take care of the reason they are calling

  3. Claim Issues Screen - Address any open issues in the claim

  4. Authorization Summary Screen - if deductible payment has not been received, then collect per standard processes. Ask cmr if they want to process the payment, if yes offer IVR/ECKOH/MANUAL payment.

“You have a deductible of $ __, which includes tax. In just a moment, I’ll be transferring you to our secure automated payment system so that you can input your payment information.

CLOSING SPIEL “Please stay on the line for an important message regarding your claim and a brief survey about your call with me today. Thank you for calling Assurant.”

Advanced Exchange Steps (Like for like)

  1. "DOES ANYTHING IN YOUR CLAIM NEED TO BE UPDATED?"

  2. “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.”

  3. Take care of the reason for the call.

  4. Claim Issues Screen - Address any open issues in the claim.

  5. *Only required if there's a note in claim showing replacement equipment has changed Authorization Summary Screen - “Pending equipment availability you will receive a….” Ask cmr if they want to process the payment, if yes offer IVR/ECKOH/MANUAL payment.

DISCLOSE TO CMR

TMOBILE“We provide free next business day shipping for all claims authorized before 7:00 pm ET. 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. We’ll also be sending your replacement device to your billing address, . Please be aware that once you pay your deductible and your claim is authorized, we WILL NOT be able to change your shipping address."

  1. Note The claim.

WEBAPP(PENDING,INREVEIW OR APPROVED)

Service & Repair Steps

Action / Script

  1. "DOES ANYTHING IN YOUR CLAIM NEED TO BE UPDATED?"

  2. Insured - Authorization Summary screen - Review each screen to ensure the claim was completed properly

  3. Claim Issues screen - Address any open issues in the claim

  4. Authorization Summary screen - If deductible payment has not been received, then collect per standard processes

  5. Take care of the reason for the call.

  6. Note the claim.

  7. Transfer the call to the closing message

Advanced Exchange Steps (Like for like) Action / Script

  1. "Does anything need to be updated in your claim?"

  2. Insured - Authorization Summary Screen - Review each screen to ensure the claim was completed properly.

  3. “Are you familiar with our website? If you ever have the need again you can quickly visit myTMOclaim.com / myMetroclaim.com to start your claim easily. We also have chat agents that can assist through the process.”

T-Mobile “We provide free next business day shipping for all claims authorized before 7:00 pm ET”

   ***METRO ***
    "We provide next-day shipping for authorizations processed before 8:30 PM ET, Monday – Friday. For authorizations between 8:30 PM ET on Friday through Sunday, you may expect your replacement on that Tuesday."

  1. *Only required if there's a note in claim showing replacement equipment has changed. Authorization Summary Screen - “Pending Equipment Availability you will receive a….

  2. *For PD / MB claims “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.”

  3. *For PD / MB and Apple Device claims “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.”

  4. Authorization Summary Screen - if the deductible payment has not been received, then collect per standard process.

  5. Take care of the reason they are calling.

  6. Note the claim.

  7. Transfer to the closing message and survey.

STATUS CALL CLOSING

CLOSING SPIEL “Please stay on the line for an important message regarding your claim and a brief survey about your call with me today. Thank you for calling Assurant.”

"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"