Dispatch Type
If someone is calling in regarding reimbursement, what do I classify my call as?
Info
What question would I ask if the customer states they need a jump start?
Did the IV die while driving?
What is the ETA requirement for accidents?
30 mins or less
Where do you document info related to fuel deliveries?
vehicle alerts
Name two things we give our contracted SPs in order to dispatch?
PO# and coverage
Customer calls in and states they need a jumpstart but when you collect the location they state, " My car started!! Yippee!!"
Cancel Before Dispatch
What question would I ask if the IV needed a tow service?
Will the IV shift out of park/ or will it shift into neutral?
If the NI calls us directly to set up a Metlife accident call, would we offer Uber?
No, we would only offer to set up Uber when the customer was brought on the phone with a claims rep and we were provided a claim#.
What question do you want to ask the customer after confirming if they are covered for fuel or not?
what type
explain what the no coverage program is as if you were offering it to the customer
avg of $75 dollars payable by credit card or debit
Customer tells you they need a lockout service because their key is locked inside the IV. You take all info and dispatch a SP. When you return to tell the NI the SP name and ETA, they say, "Someone stopped to help me so I won't need the service now."
Cancel after dispatch
Your setting up a lockout service for the NI, what questions would I ask?
Where is the key located and are there any kids or pets locked inside?
If an Auto Owners customer hit a deer and drove their vehicle home and later finds they need it towed to a repair facility. How would we classify this call?
ACCIDENT
What do you need to ask the SP when dispatching a fuel delivery?
How much is fuel in that area
What does same disablement mean?
Same service, same location, same breakdown
You answer the phone and no one is there. You say, "Hello, hello, is anyone there? If no one is there, I will have to disconnect. If you can hear me, please call back. Disconnecting call."
Info- ghost call
What 2 questions do I ask for a tire change service?
Which tire is flat? Do you have a usable spare tire?
For most clients, if a vehicle has moved from the scene of an accident and now needs to be towed, we would classify our call as a __________?
Secondary
Does Auto Owners provide any free gasoline?
No, customer would have to pay for their own cost.
List 4 things that we give/get from our non-contracted SPs that differ from our contracted?
-MTV
-Estimated cost
-GOA
Scripting
You take all info from the NI and call a SP. You notice there is overages so you discuss with the Sp to make sure it is the correct cost. You click back to the customer to make sure they are okay with the OOP but they tell you someone just stopped to help them. You then click back to Sp and .......
Cancel before Dispatch
What 3 questions do I ask if the IV needs a winch?
Any dmgs?/ Obstacles?/ How far from maintained road(ft)?
If an American Family customer called and stated he has been involved in an accident, what do we do?
Try to pull coverage under roadside, if coverage, continue to set up the customer and enter the policy number as the claims number. If no coverage pulls, then we collect the first 2 tabs worth of information, then explain we have to transfer the customer over to Home office to file a claim. The American Family Rep will transfer back once done.
Do we offer free gas to Pemco customers?
Fuel will be the customer's cost unless they were adamant. Then we could offer 3 gallons covered in full.
****DOUBLE JEOPARDY**
Metlife rep calls in on the Metlife accident line with the customer. After getting the policy info, including the claim#, what important piece of information do you get from the rep?
email address so that we can send the details pertaining to the dispatch