Scripting (TL ALJON)

COMPLETE SCRIPTING*****

Thank you for calling assurant, this is LEA, who do i have the pleasure speaking with today?

how can i help you?

may i please have the phone number your filing a claim for?

“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 to file a new claim?”

When did the incedent happened?

DATE of BIRTH Can you please provide me the account holder date of birth.

STATUS CALL: DOES ANYTHING IN YOUR CLAIM NEED TO BE UPDATED?

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 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 ?

“Alright, you’re all set! You’ll be receiving your 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 their willing to help you. Is there anything else?

NO CLAIM NUMBER “I’m experiencing an error with creating your claim link so that you can complete it online. Let me go ahead and continue taking your claim info manually. This should only take a few more minutes, so please bear with me as I get that started for you, and I’m sorry for the inconvenience.”

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."

NO APPOINTMENT NEEDED:

Suggested Scripting: “Excellent! So you’ll be able to have your device repaired at . You’ll receive an email with the authorized store information.”

IF APPOINTMENT NEEDED:

“Once your claim is approved, you’ll receive an email with a time-sensitive link that you’ll need to click on so you can schedule your appointment for that store. The sooner you schedule your appointment, the faster the store can reserve the parts for your repair.”

"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 their willing to help you. Is there anything else I can help you with at this time?"

FMIP DISABLED

“Mr./Ms. (last name), I can see that you have the Find My iPhone feature currently disabled. It’s really important this remains disabled throughout the processing of your claim, so please make sure NOT to enable this.”

FMIP ENABLED

"Mr./Ms. (last name), I see that you currently have the Find My iPhone feature enabled. Before we move any further into your claim, we need you to disable that feature. Are you familiar with how to do that?"

FMIP UNKNOWN

“Mr/Ms (last) name), it's really important you disable the Find My IPhone feature prior to returning your device. I’m going to email you instructions right now on how to disable the Find My iPhone feature to the email address we have on file so that you can take care of it when it’s more convenient for you. Please don’t forget to do that before you return your damaged phone to us. In the meantime, let’s proceed with getting all the information we need to process your claim

R E P L A C E M E N T

CONFIRMING SHIPPING ADDRESS “We provide free next business day shipping for all claims authorized before 7:00 pm ET. We’ll also be sending your replacement device to your billing address, ."

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 (Like for like replacement) "Mr. /Mrs. Customer, I am pleased to let you know that your claim has been approved. Pending equipment availability, you will receive a . Thank you."

REPLACEMENT ( upgrade already) "The 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 instead. This model is comparable to your and has many of the same features and functions, if not more than your . Because this is not the same model as your , 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."

SHIPPING “We provide next business day shipping for authorizations processed before 7:00 p.m. ET,(8:30 PM et ,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"

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."

RETURNED DEVICE INSTRUCTIONS

“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 "

For iPhone Claims: “Before returning your device, please make sure to turn OFF the passcode lock and DISABLE the Find My iPhone feature. You can do this from your device, or by accessing the iCloud on your desktop computer or tablet.”22

METRO CLOSING

"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. If you have an Apple device the Find My feature before returning it to us. You can do this from your device or visit iicloud.com/find on any computer or tablet."

STATUS CALL CLOSING

"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 dot 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"

UPLOADING THE ID

I'm sorry to hear you're experiencing this issue. What you can do instead is go to the Contact Us tab and submit a front and back copy of your ID from there. Be sure to include your mobile and claim numbers in the submission so we know which claim your submission goes with.

TRANSFERRING THE SIM CARD BACK TO THE ORIGINAL DEVICE

15 days to be eligible

The number is have an insurance and not the device

DUE TO THE WINTWER STORM AFFECTING A PORTION OF COUNTRY, THE FACIILITY THAT MANAGE YOUR SHIPMENT IS CURRENTLY CLOSED, WHICH MEANS THE DELIVERY OF YOUR REPLACEMENT WILL BE DELAYED

ONCE YOUR CLAIMED IS AUTHORIZED, WE'LL SEND YOU AN EMAIL WITH A LINK TO CHECK THE STAUS OF YOUR DELIVERY,OR YOU MAY VISIT THYE CLAIMS WEBSITE AT MYMETROCLAIM.COM TO DETERMINE EXPECTED DELIVERY DATE

UPS MISSING PACKAGE (IVESTIGATION CLOSED) -OPEN MOBILE TRIAGE REFERRAL -COLLECT THE RIGHT SHIPPING ADDRESS

Suggested Scripting: “Once your claim is approved, you’ll receive an email with a time-sensitive link that you’ll need to click on so you can schedule your appointment for that store. The sooner you schedule your appointment, the faster the store can reserve the parts for your repair.”