ATT
When does the phone have to be present?
At the time of disablement
How far is the member covered for a tow?
To the nearest repair facility
What is the Stratagy Corp. introduction script on an inbound call?
"Thank you for calling Bazing Roadside. My name is (Blank), how can I assist you today? "
True or False
Do you have to put notes in every case?
True
What weight do we service for EconoCheck?
Light Duty
True or False:
Member's are covered for accidents.
FALSE
The only acceptation is a tire change if they have a working spare
How many tows is the member limited for?
Unlimited at 1 tow per disablement
If you are unable to locate a member's contact, what step do you take?
Collect all info from member to make a contact into the system
When and how do you submit for a GOA?
When: Only when the SP requests it after a service has been cancelled
How: Select Provider Callback, select GOA
Notate
Which progrmas are do not deny?
All of them
The member is not happy about an out of pocket cost and wants you to find a different provider. What do you do?
Advise "Sir/Ma'am, this is the nearest and cheapest provider in your area. Would you like to proceed with a credit/debit card
A member calls in need a tow from a repair facility because they didn't want to pay the repair bill. What do you advise your member?
"Your policy is only one tow per disablement. Not wanting to pay repair costs is considered a convenience. We can still assist at 100% OOP"
We only provide a 2nd tow if it is verified by the repair facility that they are unable to fix the vehicle
Name all sources of information you need to make a contact for a Bazing member.
1. First and last name
2. Phone number
3. Current mailing address
4. Facility where they purchased policy from (if the facility is not in our system, use Bazing and notate the place of purchase in the description)
*Set Partner Account and Product Detail as "StratagyCorps"*
What information must the member verify to access their account?
Where do you locate the information on the account?
What: Phone number/Member ID, Name on account, Address on file
Where: On the "Details" section of the account
Where do you check past cases?
Contact, Related Tab
The member has stated something on the recorded line that goes against their policy. How do you make the PO 100% OOP?
Mark that the phone was not present
Don't forget to notate
Your member calls in for a key make and also wants to replace the fob that is separate. What do you advise?
That their benefits only apply to the key for the ignition. The fob is a separate expense that they can pay directly to the SP.
**You can ask the SP for a quote on the fob alone and pass the information to your member**
**We only include the fob if it is attached to the key or if its a "push to start"**
True or False:
Bazing Roadside is a reimbursement program.
False
Name the 4 probing questions for a tow service.
1.What is the matter with your vehicle
2.Will the vehicle shift into Neutral
3.Are all 4 tires intact and will roll
4.Number of riders
What services are not covered under Route 66?
Winches
Key Makes
Accidents
Heavy Duty
The member's account as been cancelled/expired. How do we renew the account into our system?
We can't, we advised that it's cancelled/expired and offer 100% OOP
Your member is in need of a tow. The nearest repair facility is 20 miles away. Can we set up the service?
Yes. Our members are covered to the nearest repair facility
What is the coverage amount for Bazing members?
Up to $80
When your mangers are busy assisting other agents, what source should you resort to?
Training Documents
*Found on the Lightening home page*
Better World
How long do members have to send in a reimbursement request?
Within 90 days of service