Claims
What happens if a customer submits incomplete claim information?
Claim is delayed or denied
What happens if coverage is inactive due to non-payment?
Claim may be denied
When should you contact MDN during a claim?
Only when there is a mismatch or issue with the device/account
When there is a discrepancy between customer statements and system records, you should:
Contact MDN for clarification
A claim may be denied if the issue is:
Not included in the protection plan
If a customer has reached their claim limit, what happens?
Claim may be denied
A device is not showing as active on the account. What should you do?
Contact MDN to verify device activity
If the SIM or line activity is unclear, what is the best action?
Contact MDN to verify line usage
Why does the coverage period matter?
It determines eligibility for approval
What can inconsistent or suspicious claim details lead to?
Fraud review or denia
The customer provides a phone number that does not match the device on file. Next step?
Contact MDN for validation
When should MDN NOT typically be contacted?
When all information matches and is verified
What could happen if the device information is incorrect
Claim denial
Why must the device be active on the account?
To confirm eligibility for coverage
When is MDN verification important for lost or stolen claims?
To confirm the device was active at time of incident
A device was recently swapped on the account. Why contact MDN?
To confirm which device was active at time of incident
What is the risk of filing a claim too late?
Claim denial
What happens if a customer does not provide requested follow-up information?
claim is paused or denied
A claim shows multiple devices tied to one account. What should you do?
Contact MDN to confirm correct device
What is the main purpose of contacting MDN?
To validate device, line, and account details