EQUIPS
Searching for a claim
What is a claim form / magnifying glass?
Snaking
What is eligible for coverage?
Address, Name, and Phone Number
What is Verification?
Yooo, waddup it's ya boy Big A, Claim or Contract number?
What is the wrong way to answer the phone? (Minimize slang)
"Thank you for calling ARMIS home, my name is Alex..."
What is the Intro / Verification Script?
Searching for Service Provider
What is Drop down list / Thumbtack
13-Year-old Water Heater
What is Not Eligible for Coverage (excluded)
The Invoice must be uploaded before this.
What is Finalizing a claim?
Thank you for calling ARMIS Home, have a nice day!
What is proper closing?
"I'm sorry to hear you're having issues with your ______"
What is New Claims Script?
Adding Service Provider to the dropdown list
What is admin -> "add Provider" / Click in the checkbox to add a provider?
Garage Door Springs?
What is not eligible for coverage? (Excluded)
The named contract holder must be present for this payment type
Checking on the customer 5 minutes or less and waiting for affirmative before starting hold
What is the proper hold procedure?
"We will email you a link so you can upload pictures and documents directly to your phone"
What is Too Much Info SP Rebuttal?
The assigned words that most closely describes the issue (right under claim number in claim screen)
What is Failure Codes?
Septic system
What is Eligible for coverage w/ surcharge (Surcharge must be mentioned for points)
The tag when a denial needs additional review or an SP cannot be located.
What is Escalation Team
Remaining calm, pausing and acknowledging the customer's concerns when they're upset
What is good De-escalation?
"We can actually authorize your claim over the phone with a verbal estimate"
What is SP Rebuttal "Takes too Long"?
Located under the "features" section in contract view
What are Surcharges / Add-Ons?
Heating Unit (90,000 BTU)
What is Eligible for Coverage?
2 OB's and 1 TT request (When calls are in queue)
What is New Claims Process?
Polite Verbiage, Upbeat, Positive, and ready to help the customer, and speak with a smile!
What is good customer service?
The last piece of information both the CH and SP hear before end of call
What is the claims process?