Shared note

PHE001440

OPENING SPIEL:

-- Hi thank you for calling assurant! This is TINE who do I have the pleasure of speaking with today?

-- How may I help you today?

--

EZ PASS

-- to quickly and easily finish your claim online, I will be sending you a link via text or email. All you need to do is confirm your shipping address and pay your deductibles. Would you like me to send the link to you via text or email

INITIATE CLAIM COMPLETED

-- “Alright, you’re all set! You’ll be receiving your <email / text> 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.”

APPLECARE

-- " Since your coverage includes an extended warranty through Apple, I’ll be transferring you to them, so they can assist you. In case we get disconnected, the AppleCare direct line is 877-206-1928. Please hold while I contact Apple for you."

REPAIR

-- “Based on your current billing zip code of_____ , repair is available in your area. I’ll go ahead and select a store to have your device repaired for just $__, taxes may apply."

-- "Excellent! You will be able to have your device repaired at . You’ll receive an email with the authorized store information” bn

-- “We provide free next business day shipping for all claims authorized before 7:00 pm ET. Your replacement phone will be deliver to your provided shipping address. Along with the package is a box and a return shipping label. Once you receive your replacement device, all you need to do is put the damage device on the box and send it to the nearest USPS or FEdEx facility near your area. make sure to give it to the person behind the counter and have it scan . 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. Our website is available 24/7. For further assistance you can chat with our chat representative.

FOR APPLE DEVICES

--“Before returning your damaged device, please make sure you disable the Find My iPhone. You can do this from your device or go to iCloud.com/find on any computer or tablet.”

CLAIM APPROVED FOR REPAIR

-- "Mr./Ms. (last name), you're all set. You have a deductible of $___, which includes tax. I'll be transferring you to our secure automated payment system so that you can input your payment information. 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;

PENDING IN REVIEW FOR REPAIR

-- "Mr./Ms. (last name), you have a deductible of $___, which includes tax. I'll be transferring you to our secure automated payment system so that you can input your payment information. Upon approval you will receive an email which includes the address and phone number of the repair shop you selected. This email is your indication that the claim has been authorized; until you receive that email the store will not be able to assist you under this claim. Once you do receive the email, 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.

STATUS CALL

-- Thank you for calling! My name is ________. Who do I have the pleasure of speaking with today?”

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

Acknowledge issue with empathy and acknowledge their time and effort (when appropriate) – “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.”

-- Are you calling about mobile number _____?”

-- “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 ?”

-- “Does anything in your claim need to be updated?”