QC CCR

Good Morning Team,

I am sending this out, as I am getting far too many complaints from the claims team that we are not following procedure. Once you have read this email, please respond so I know you read and understand. If you have any questions, please let me know. 

I have also attached a PDF for the process flow for urgent and non-urgent claims. 

What is included in 

Urgent:

FIRE 

GAS LEAK

ELECTRICAL 

FLOOD (WATER LEAK)

PERSONAL INJURY 

NON-URGENT:

SCRATCHES 

DENTS 

MINOR PHYSICAL DAMAGE 

URGENT:

Once QC is notified about the claim - gather all the information

• Job ID 

• Detailed description of damage 

• Contact information (phone number, name, ETC)

From there - confirm if this is urgent or not urgent. 

Advise customer they will receive a call in 2 hours (if urgent), and that their information will be sent to a manager. 

Email: 

ALL DETAILS to the claim emails:  - SUBJECT LINE - include the JOB ID - URGENT - Customers Name 

TO: @Nowakowski, Nancy 

CC: @Claims QuickContractors @Roussel, Ron @Buchan, Susan

Note job ID that all details have been sent to claims. (This note should be private) 

You are NOT to speak with the customer or assign the service call - this is ALL done by the claims team. They will confirm who they would like to send, and they will do the follow ups. 

If you receive an email regarding a claim - please follow the same instructions, however, please be sure to forward the original email - but change the subject line to match above.  ( SUBJECT LINE - include the JOB ID - URGENT - Customers Name )

NON-URGENT: 

Once QC is notified about the claim - gather all the information

• Job ID

• Detailed description of damage 

• Contact information (phone number, name, ETC)

From there - confirm if this is urgent or not urgent. 

Advise customer they will receive a call in 2 BUSINESS days, and that their information will be sent to a manager. 

EMAIL:

ALL DETAILS to the claim emails:  - SUBJECT LINE - include the JOB ID - NON-URGENT - Customers Name 

TO: @Nowakowski, Nancy 

CC: @Claims QuickContractors @Roussel, Ron @Buchan, Susan

Note job ID that all details have been sent to claims. (This note should be private) 

You are NOT to speak with the customer or assign the service call - this is ALL done by the claims team. They will confirm who they would like to send, and they will do the follow ups. 

If you receive an email regarding a claim - please follow the same instructions, however, please be sure to forward the original email - but change the subject line to match above.  ( SUBJECT LINE - include the JOB ID - NON- URGENT - Customers Name )

PLEASE REMEMBER - we do NOT assign ANY service calls that have been sent to claims. 

Please also remember this is ONLY for service calls for the following: 

FIRE 

GAS LEAK

ELECTRICAL 

FLOOD (WATER LEAK)

PERSONAL INJURY 

SCRATCHES 

DENTS 

MINOR PHYSICAL DAMAGE 

If the customer is calling regarding another reason - we can have the service calls assigned- please be sure to reach out to the coordinators and they will assist you with assigning it. Please follow your cheat sheet to confirm what service calls can be created on our end, or which ones need to be sent in by the client. 

Again, please read and keep this on hand - I will also be reviewing this in the meeting tomorrow. 

Thank you! 

 Here's a clear breakdown of how to handle service calls based on different scenarios and customer types:

Customer Calls In for Service (Generic Request):

If a customer call requesting a service call, such as for a water leak:

Obtain the customer's job number and details about the issue.

Email the claims department with the job number and specifics of the leak.

CAS (Customer Authorization Service) Customer:

If a CAS customer calls in for a service call:

Schedule the service call for the customer.

Inform them that if it's not an installation issue, there may be a service call charge, which will be determined upon inspection of the appliance.

Best Buy (BBY) Customer:

If a Best Buy customer calls in for a service call:

Set up the service call for them.

Rona Customer:

If a Rona customer calls in for a service call:

Instruct the customer to have Rona contact us directly to set up the service call.

Rona can reach out via call, chat, or email to schedule the service call.

When setting up the service call, note down who from Rona requested it.

Home Depot (HD) Customer:

If a Home Depot customer calls in for a service call:

Advise the customer to contact Home Depot's PSC (Product Support Center) HD line to arrange the service call.

Home Depot will then set up the service job for us to send out a technician.

Warranty Information:

Clarify that there is a 1-year warranty on installations.

If the service request is after the 1-year warranty period, inform the customer that a paid service call will be required.