Claims Process

Always check the contact page for the customer's membership information

Steps

1. Check the validity of the claim based on the current plan purchased

A. Claims coverage will be listed on the contacts page via the membership tab under More Details

B. The image below shows the coverage currently available for the customer to claim.

C. The open claims section will not be available if the customer is not verified for the claim.

2. If the customer is not valid for the claim

Offer the customer a discounted service with his membership
If the service requested is non-advertised (AC/Heaters etc.) - Apologize as it is currently not open for regular service request but only for claims

3. If the customer is verified for the claim

A. Advise the customer that the membership claim is available on the consumer app.

B. Under Puls+ Located at the bottom of the screen

C. On the devices section it will list the services valid for the customer's claim

D. Customer would need to click on file a claim and go through the process

E. They would just need to answer a few basic questions about the service and would need to do payment for a service call fee after the claim is completed

4. If the customer would like to process the claim over the phone

A. An agent would be able to file the claim for the customer only if the customer is willing to give card information over the phone

B. PayPal payment would require the user to log in and would have to be done through the app

C. To process it over admin, go to the contacts page of the customer and click on open claim

D. Relay the questions to the customer and choose the answers

E. Once payment is completed a claim appointment will be created

F. The customer will then receive an email confirming that a claim has been filed

Once a claim has been created create a thread for the claim appointment on the ops_protection_claims channel

Reference Document is located HERE

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