AMFam
Who handles a secondary tow?
Advise them to submit the towing assignment details to the secondary tow portal that they are able to access
Do we deliver tires?
No, customer must have a working spare tire to change.
What part of the policy must be used to look up the customer?
Only the numbers do not include the letters
A customer needs fluid and also needs it delivered to them. Are both services covered?
Delivery only is covered, customer needs to pay out of pocket for the cost of the fluid
What type of Tows are covered?
Auto
What is the phone number to call to verify a customer's policy?
844-279-7068
Do we handle reimbursement?
Customer either must call the Safeco claims number or submit the request via the hub.
What must we collect from the customer in order to proceed with creating a case?
An email address
What are the 3 ways that you could search for a customer if they don't know their policy number?
Name, phone number, billing zip code.
How does a customer request for a service type?
Thru the Uber App
How many numbers are in a customer's policy number?
10-12 digits
What do we need to do if a customer calls in for a service and you can not find their policy?
Call Safeco Policy Management to verify the policyholder has roadside assistance benefits
Do we offer reimbursement?
Customer can submit a claim for a possible reimbursement
Is an accident tow covered for the customer?
Yes
How much are services if they need to pay out of pocket?
For Towing is $99 hook fee and $5 a mile thereafter. Soft services are $75
What are the three ways a customer can file for an reimbursement
Online, thru the AMfam mobile app or by calling the Care Center
What does the Safeco policy number look like
Begins with the letter followed by numbers
How do we assist a customer with an expired policy?
We can offer that they pay out of pocket and submit a potential reimbursement request.
If a customer does not have RSA how much would it cost them to use our services?
For $69 flat rate
How can they submit a potential reimbursement?
Sent directly to Uber via phone call or email.
How far away from the public road does the customer need to be for an winch?
Up to 150 ft
Are we able to bring a customer a new key?
Not offered and not covered.
How many different types of policies are there and what are the differences?
There a multiple with different coverage limits specific to each vehicle and may not be the same across the board
Do we handle reimbursements for a customer is not happy with the services they were provided.
Yes, reimbursements must be submitted thru Zendesk from the hub.
How many occurrences do they receive?
They get 4 annually