CLAIMS AWR

If a cx reports a high water bill....

• is having a water leak.

• they need to make an inspection.

• is being dramatic.

• they have to communicate with their electric company

If a cx tries to fix their plumbing and thanks for this the problem gets worst

• is considered as a third party issue

• AWR can send a contractor

• AWR request for an inspection from the city

• AWR can provide the service but cx pays for extra charges

If a claim is in "CLOSED" status, can this be reopened?

• yes

• yes, if the contractor accepts

• no

• just if the cx pays an extra charge

please select the status of this claim

• OPEN

• CLOSED

• SERVICE REQUESTED

• PENDING

The option "callback claim" works for....

• re-send a contractor

• create a new claim for a new issue

• call the contractor back to verify if they did the job

• to change the claim number and reason

is possible resing a contractor?

• yes

• no, is contractor's decision

• no

• yes, but cx have to pay an extra charge

does AWR use the "HVAC" bottom?

• yes, when a cx report a cooling system issue

• yes, when a cx report a heating system issue

• NO

is necessary to ask the probing questions?

• yes, always

• no really

• in cases in specific

• sometimes, is up the agent

once you finish a claim, what is the information you have to provide to the cx?

• claim #,

  time of the appointment,

  contractor company name

• claim number, and referral of service fee

• just information cx ask

• nothing

to change a contractor...

• cx just ask

• contractor never arrives

• for callback claims, having last contractor on file