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Status Call

								*****Greeting the Customer*****

*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 sorry that you had to call back to get your claim completed and I’ll do everything I can to help you with this claim.”

"*Thank you for taking time out of your day to call us to (reason) I will be more than happy to assist you."

"Are you calling about mobile number _____?” or May I please have the phone # that is associated on the claim?

"*Perfect!Before we proceed, and to confirm that u r the acc holder right?"

"And your best call back # is ____

"*And “Are you calling about the claim that you filed on ?” (Existing IVR - date of lost) (Existing claim - date reported)

(Customer Validation Screen)

“In order to validate your account, may I please have the passcode/pin on your tmob acc 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: “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.”

Important! (The first thing you will need to do is establish what status the claim is in if it is approved,pending or denied.)

"DEPENDING ON EPRISM SCREEN WHAT YOU'RE GOING TO DO NEXT" OR CONTINUE THE PROCESS WHERE CMR LEFT OFF"***

"EPRISM/IVR(Pending, In Review or Approved)"

Service & Repair Steps* Action / Script

  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.

  5. Note The claim.

******* REPLACEMENT 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….”

Important If the customer has not previously spoken to a voice agent, they will need to be transferred to the closing message and survey. Status Call Scripting

  1. Note the claim.

"Web/App / EZPASS (Pending, In Review 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.

REPLACEMENT Advanced Exchange Steps (Like for like)

  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.”

  4. *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."

  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….

  6. *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.”

  7. *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.”

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

  9. Take care of the reason they are calling.

  10. Note the claim.

  11. Transfer to the closing message and survey.

Incomplete (Open) Claim was left incomplete (via ePrism, IVR, or EZPass)

Action / Script

  1. “Does anything in your claim need to be updated?”
  2. Insured - Authorization Summary screen Continue the claim from where it was left using the new claim script without EZPass:

New Claim Call Scripting TMO / MbT‍ 3. “Are you familiar with our website? You can go to myTMOclaim.com / mymetroclaim.com from there you will be able to quickly and easily get information on your claim such as shipping information or even receive chat support."

  1. Advanced Exchange (Like for like) Complete all remaining steps as per a standard new claim call, see... for

*T-Mobile Authorization Summary Screen TMO Postpaid‍

for *Metro Authorization Summary Screen MbT‍

Service & Repair Complete all remaining steps as per a standard new claim call, see Service & Repair Program TMO Postpaid‍

JUMP! Upgrade Complete all remaining steps as per a standard new claim call, see JUMP! Redemption Claims Process‍ 5. Claim Issues screen - Address any open issues in the claim per standard new claims processes

  1. Note the claim.
  2. Transfer to the closing message and survey

Ded Pay Customer needs help making a payment Action / Script

  1. Insured - Authorization Summary Screen Navigate through each screen to ensure adjudication rules run.
  2. Collect the payment information manually.
  3. Note the claim - including it was a Dedpay call and payment information was collected manually.
  4. Transfer to the closing message and survey.

PROCESS PMT USING ECKOH OR MANUAL We're all set now and please to set proper expectation wait for the claim to be approved AND REVIEW WITHIN 24HRS and this amt that we've process today in the amt of $__ will be lessen on your acc okay?

THEN ADV CMR ABOUT SHIPPING SPIELS WHEN U R ON THE AUTH SCREEN

TMO Advance Exchange “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. It’s a quick and easy way to access claim information in your most convenient time.

Metro Advance Exchange "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. Once authorized, we will send you an email with a link to the tracking information, or you may visit the claims website at mymetroclaim.com, to determine the expected delivery date. We’ll 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."

Nrf script (for replacement scenario) - “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.”

CLOSING SPIELS Is there anything else ? Alright If that would be all It is my pleasure to assist you today and I appreciate your time and effort doing business with us and There will be a brief survey about your call with me today. Thank you for calling Assurant.” have a wonderful day stay safe and bbye for now.

"SCENARIO" "Dedpay - offer eckoh pmt since the pmt that the cmr process wasn't went thru"