Status Assessment-Chat

When a T-Mobile customer chats back to check the status of their claim and didnt not validate in the website, what security information do we need the customer to validate?

• PIN/Passcode

• 
  Last 4 of SSN

• Assurant Verification Code (AVC)

• Any of the above

When you receive a status chat, what information can be used to assist with resolving the customer’s issue?

• Open Issues along with the information provided by the customer

• Only notes

• Just the open issues in the claim issues screen.

• Notes in the claim, open issues and the information provided by the customer

For status chats, what section of the Search screen will display any “Open” or “Pending” claims?   

• 
  Existing Callers

• 
  The Search screen does not show this information

• Existing Web claim

• Existing Claims

If a customer calls back after filing a Mechanical Breakdown claim earlier in the day, and they chat back in to provide a physical incident because TMO store examined the phone and referred the customer to call us back, you should?

• Close the claim for wrong type of loss and open a new claim for accidental physical damaged.

• Add the new information to the denied claim and leave the claim denied.

• Call the Escalation team
  Correct the description of loss and re-open the claim

If a customer is calling back to request tracking information on an Authorized claim. How can you get the tracking information on the phone we shipped out? Select all that apply.

• Tracking button on the Authorization button

• 
  cWork

• 
  The Escalation queue

• Claim Summary screen in ePrism

Where can you look to find out if we received a customer’s defective unit back at the Device Care Center (Also known as DCC)?

• 
  Warehouse button on the Authorization button

• 
  Claim notes

• Tracking button on the Authorization screen

• All of the above

If the customer is chatting back to cancel an existing claim, what caller log reason should you select when exiting the claim?

• Claims Status – Canceling a Claim

• 
   Claims Status – Fee Deductible Inquiry

• Claims Status – Reopening a Claim

• Claims Status – Paperwork Status Inquiry

If a customer is chatting back to check the status of a claim that required a Sworn Proof of Loss, what screen in ePrism would you go to see if it was received and/or processed?

• 
  Authorization Summary screen

• 
  Search screen

• 
  Fulfillment screen

• Claim Issues screen

What are you required to include in your notes for a status call?  

• 
  If the customer was satisfied with the outcome of their claim

• 
  The status of the claim

• 
  Why the customer called, what was done to assist the customer, and what the customer was advised

• Notes are never required on a status call

If a Postpaid T-Mobile customer calls 7 days after receiving a new replacement unit, and says T-Mobile is unable to activate the replacement on their network, you should…

• 
  File a new claim

• Advise the customer to contact the manufacturer

• 
  Approve the exchange

• 
  Refer to the carrier