***CLAIM ISSUES***

MODEL VERIFICATION-22344*

The Model Verification will generate for either of the following cases: The claimed make/model/GB/color doesn't match the enrolled make/model/GB/color The claimed device is an Apple device and the claimed serial number doesn't match the enrolled serial number Confirmation of the claimed make/model and serial number on the date of loss will need to be made before covering the claim. If color is the only difference between the claimed phone and the enrolled phone, then process the MV for color mismatch. Refer to article Processing an MV for Color Mismatch‍ If color is not the only difference, then CS team will confirm whether coverage was in effect for the claimed device on the reported date of loss, for the claim. Once all the needed information is confirmed, CS will process the issue. Suggested Scripting: "It is necessary for us to verify the make and model of the device you are claiming. This process will take 24 hours to complete." If the MV is rejected and the claim denied, follow the Rejected Model Verification Process‍.

---the device that is listed in your account is different from the device your claiming for. ---to verify the right make and model of the device your claiming.

---advice the cmr to contact their carrier to update the account t

Billing Verification** Stop! For T-Mobile SP360 customers (Sprint migrated), the BV should always be left open for CS to process. Simply quote the 24-hour processing time for us to validate coverage.

If no enrollment is present for the date of loss, a Billing Verification (BV) is automatically opened so coverage can be validated for the insured.

If you have access to TMO Atlas, verify and process the issue. If you are not able to process the BV (by using TMOAtlas) then leave this issue open and advise the customer that we need to verify account information with their carrier. If everything comes back okay, the claim will be completed and authorized. If there is a problem, the customer will be contacted.

Suggested Scripting: “Mr./Ms. (last name), we will contact your carrier to verify coverage. This process will take 24 hours to complete."

*ID Verification Issue

The ID Verification issue will generate anytime it is determined that the account holder is required to submit a copy of their driver's license / state-issued ID. Customers will receive an email with instructions to submit a copy of their ID on the website. The processing time for an ID Verification (with no discrepancies) is 24 hours and 3-5 days (with discrepancies).

Suggested Scripting:

"Mr./Ms. (last name), in order to proceed with your claim, we will need a copy of the account holder's Driver's license or other government issued ID. You can upload the ID directly on our website at (provide website). If the ID cannot be validated, there will be a review that can take 3-5 days to complete. We have also sent you an email from customer_care@em.assurant.com with a link to our website and instructions. That e-mail should arrive within 30 minutes, so please check your inbox, spam and junk folders for receipt"

If the customer has experienced difficulties uploading their ID, check to ensure that any POL is completed and payment information has been saved.

Suggested Scripting: "I'm sorry to hear you're experiencing this issue. To be sure, have you verified all of your claim details and selected your payment method for your deductible first? It may be that before you can upload your ID, you'll need to have stored your payment information into the system first."

On the Claim Issues screen agents will see a section that holds the ID Verification and the scanned document.

Is the section where agents will see the Sworn Proof of Loss and any documents that can be viewed in Sharp. Is the section where agents will see the ID verification and the scanned documents. It is not necessary to advise the customer the status of the ID Scan, refer to the scripting provided below. The first line will be the ID Verification being open The second line will be for the actual ID Scan document being received If the customer asks what qualifies as a discrepancy...“I’m sorry, I do not know the specific information that is getting checked If there are some discrepancies between the account holder’s ID and what is listed on the account, then it may trigger an additional review. In the event that occurs, then it will take an additional 3-5 days for your claim to be completed.”

If the customer asks why they need to submit their ID..

."For your protection, our system has identified areas of your claim that require this additional process. We will be unable to complete your claim until a valid ID is submitted and the review complete. I apologize for any inconvenience this additional review may cause."

If the customer asks how this is for their protection.. ."We have put measures in place that help to ensure that our customers are not victims of identity theft. This is the reason we are requiring this additional process. We will have it done in 24 hours or 3-5 days if there are any discrepancies after submitting a valid ID. I'm sorry, but I don't have any additional information at this time."