IMT SERVICE PROVIDER REQUIREMENTS

Transcription

1 IMT SERVICE PROVIDER REQUIREMENTS

2 TABLE OF CONTENTS Introduction...1 Process Overview...2 Service Provider Requirements...3 Appendix...4

3 INTRODUCTION ABOUT AGERO Agero, headquartered in Medford, Massachusetts is a leading provider of integrated vehicle and driver programs in North America. Today we are the only partner providing world-class, award-winning customer services for more than 100 leading corporations that support over 75 million of their loyal customers. The longevity of our client relationships and 38+ years of experience validates how we consistently optimize Customer Relationship Management (CRM) practices using the right combination of experienced people, seamless processes, and information rich technologies. INTELLIGENT SOLUTIONS FROM AGERO provides our clients with a wide range of CRM offerings that enable us to be an industry leader in connected vehicle solutions, vehicle management services, roadside assistance, VIMS, motor clubs, technology services, and more. CUSTOMER CARE & CLAIMS The goals and mission of the customer care and claims teams at Agero are consistent with our long corporate history. Provide exceptional customer service for all inquiries and claims for our clients and their customers. Our teams are comprised of experienced professionals who understand the needs of our clients and customers. Each team member has several years of customer relationship management experience and the industry skills to manage the most demanding client/customer requests and damaged vehicle claims. Our team leverages Salesforce.com s customer relationship management (CRM) solution to manage our customer relationship and client and customer inquiries. Salesforce.com enables us to quickly and accurately manage all incoming requests. Salesforce.com s robust reporting capabilities provide our supervisors with real-time, actionable information that enables us to address concerns and allocate resources to manage all incoming client and customer requests. The customer care and IMT teams are available Monday through Friday from 8:00 a.m. EST to 5:00 p.m. EST. 1

4 PROCESS OVERVIEW SUBMITTING A CLAIM/CASE SUBMITS CLAIM/CASE NOT INITIATED INITIATING DISCOVERY LIABILITY DECISION PAY REQUEST PHASE 1: INITIATION PHASE 2: DISCOVER PHASE 3: PAY REQUEST 3 business days 4 business days 1 business day 2

5 SERVICE PROVIDER REQUIREMENTS SERVICE PROVIDER REQUIREMENTS & CHECKLIST Any vehicle damaged while in the care and custody of the service provider is the service provider s complete responsibility. We require our service providers to properly instruct their employees to inspect the condition of a vehicle prior to servicing. As a part of the Agero Network, you assume liability for the work you perform in assisting Agero customers. Note: In no way does any waiver of liability signed by the customer release you from liability on account of negligence on the part of your organization, its employees or contractors. Requirements 1. Any pre-existing markings or damage needs to be identified to the customer and noted on the invoice. If a customer is not present, please contact the dispatch center at option 1 to request they document the findings in the call history at the time of service. 2. If possible, then upon arriving at the destination site, your employee should have the dealership or service facility inspect the vehicle and sign an acknowledgement of receipt. 3. Service providers are required to contact a member of Agero s Incident Management Team within 48 hours of receipt of the damage claim letter. We also strongly encourage service providers to complete the damage report and return a copy of the damage report, along with a signed copy of the invoice to a member of Agero s Incident Management Team. 4. Agero encourages service providers to try and resolve the incident directly with the customer. Checklist Description d Answer 1. Was the customer present for the service? 2. Was there any pre-existing damage on the vehicle? If there was pre-existing damage, then did you note the damage and ask the customer to sign your invoice? If the customer was not present and there was pre-existing damage, then did you contact the dispatch center to note the damage? If there was pre-existing damage, then did you complete the damage report and forward a copy of the signed invoice, damage report and appropriate photos to Agero s IMT team? 3. After you received the claim notice from Agero s IMT team, then did you contact the customer and attempt to resolve the matter? 4. After you received the claim notice from Agero s IMT team, then did you contact the IMT specialist to review the claim? 3

6 APPENDIX Page 1 of 3 Owner/Manager, Please be advised that one of our customers has filed a damage claim against your firm. We require you to contact the customer and inspect the damages being claimed. We have asked the customer to submit an estimate, pictures and a signed damage report. If the customer returns the required materials, then we will begin processing the claim. Please assist us in this matter. We require you to contact the customer and the Agero IMT team within 48 hours from receipt of this letter. You are required to contact a member of the Incident Management Team and acknowledge receipt of this letter. We also recommend that you complete the attached damage report and return a copy to a member of the Incident Management Team within 48 hours along with a copy of the original invoice from the service in question. We appreciate your help. Please call us today [Case.OwnerPhone] or DamageTeam@agero.com. Sincerely, Incident Management Team SERVICE PROVIDER OPERATION & PROCEDURE GUIDELINES Any vehicle damaged while in the care and custody of the service provider is the service provider s complete responsibility. We require our service providers to properly instruct your employees to inspect the condition of a vehicle prior to servicing. As a part of the Agero Network, you assume liability for the work you perform in assisting Agero customers. Note: In no way does any waiver of liability signed by the customer release you from liability on account of negligence on the part of your organization, its employees or contractors. Requirements 1. Any pre-existing markings or damage needs to be identified to the customer and noted on the invoice. If a customer is not present, please contact the dispatch center at option 1 to request they document the findings in the call history at the time of service. 2. If possible, then upon arriving at the destination site, your employee should have the dealership or service facility inspect the vehicle and sign an acknowledgement of receipt. 3. Service providers are required to contact a member of Agero s Incident Management Team within 48 hours of receipt of the damage claim letter. We also strongly encourage service providers to complete the damage report and return a copy of the damage report, along with a signed copy of the invoice to a member of Agero s Incident Management Team. 4. Agero encourages service providers to try and resolve the incident directly with the customer. 4

7 APPENDIX Page 2 of 3 DAMAGED VEHICLE REPORT Owner s Name: [Contact.Name] Date: [Case.LastModifiedDate] Claim #: [Case.CaseNumber] Address: [Contact.MailingStreet] City, State, Zip: [Contact.MailingCity], [Contact.MailingState], [Contact.MailingPostalCode] Vehicle Year, Make and Model: [Contact.VehicleYear c], [Contact.VehicleMake c], [Contact.VehicleModel c] VIN: [Contact.VINNumber c] Date of Incident: [Case.DateofService c] Owner s Phone Number: [Contact.HomePhone] Name/phone number of person with the vehicle at time of incident (If different from owner): Please mark x next to the item(s) which describes the damage to your vehicle: [ ] Hood [ ] Front bumper [ ] Rear bumper [ ] Right fender [ ] Left fender [ ] Grill head [ ] Roof [ ] Luggage/roof rack [ ] Engine [ ] Tow hook [ ] Rear trunk pan [ ] Right side frame [ ] Left side frame [ ] Control aim [ ] Oil pan [ ] Right quarter panel [ ] Left quarter panel [ ] Transmission [ ] Window(s) [ ] Locks [ ] Radiator support [ ] Rearview mirror [ ] Moon/sun roof [ ] Axel [ ] Tie rod [ ] Rack and pinion [ ] Right front door [ ] Left front door [ ] Left rear door [ ] Right rear door [ ] Molding [ ] Key [ ] Seats [ ] Wheels/tires/spare [ ] Hubs/lugs [ ] Windshield (front/back) [ ] Headlights/taillights [ ] Property damage [ ] Other: Please describe in detail the damage which occurred to the vehicle and how it may have happened: Did the vehicle have damage that existed prior to this incident (yes or no)? If yes, then please explain: Please provide any other information that will help in determining liability of damage: Signature of Service Provider: Date: Print Name: This damaged vehicle report could, and may, be used by Agero in conjunction with an insurance claim for the damage to your vehicle as described above. As such, please note that there are laws which impose liability on persons who knowingly and with intent to injure, defraud or deceive submit a statement of claim for insurance purposes that contains materially false, incomplete or misleading information. 5

8 APPENDIX Page 3 of 3 IMT_SP LETTER 2 DISCOVERY Owner/Manager, Please be advised that one of our customers has filed a damage claim against your firm. In order to expedite this process, we require you to contact the customer within 48 hours from receipt of this document. - It is your responsibility to examine the damage to the vehicle and we require you submit a copy of the invoice of service for the damage claim and a copy of the damage report. - If you choose not to view the damage you are still responsible for contacting us within 48 hours to discuss your liability regarding this claim - Please contact us to discuss the resolution of this claim If you do not contact us within 48 hours we will begin processing the claim. You are required to contact a member of the Incident Management Team. We appreciate your help and support. Please call the customer at [Contact.Phone] to arrange a time to inspect the damage. We would like to work with you and the customer to settle this matter fairly. If you have any questions regarding this matter please feel free to contact me at [Case.OwnerPhone]. Sincerely, [Case.OwnerFullName] Incident Management Team DamageTeam@agero.com Fax: (339)