SI case handling

Mary has been in a accident with a total loss, she is currently working with her insurance company and wants to know what her next steps are

• create a case and reassigned to SI

• Create a case and inform her to go the Dealership to get the vehicle diagnosed

• Create a case and reassign to supervisor for sup callback

• Create a case and reassign to specialist also inform the customer to continue working with her insurance company

What should we do if the insurance complany calls on behalf of a customer wanting assistance

• Inform insurance company that the owner of the vehicle must call in

• request a sup callback

• Insurance company must send documents via fax or email to [e-mail]

• create a case and escalate to SI

• hang up

After the customer voice his concerns what should we do?

• ask probing questions

• Empathize

• create case

• Verify customer details

Tags

CCSS.RI.1.5

CCSS.RI.3.3

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

What is the answer hub article number for special investigation case coding

Which one of these will not trigger a SI thread when coding a case

• brakes

• airbag

• accident

• cooling system

What are important information to add in case documentation.

Select all the correct answers.

• Owner's name

• Location of vehicle

• Year, make and model of vehicle

• Phone number and email of owner

What is TREAD?

• Transport Road Emergency Aid Department

• Traffic Roadside

  Emergency Accounts and Dedication

• Transportation Recall Enhancement Accountability and Documentation

• Team Recall Enhancement And Documentation

If Mirna calls in and wants a update on her SI case, what's the correct process to assist the customer?

• Chatter SI case manager

• create a case and note that customer called in about SI update and inform customer that the SI CM will be the one to reach out and provide an update.

• Create a new case reassign to specialist

• Inform customer that the SI CM will be the one to reach out and provide an update, then leave case comment on open SI case

human-errors accidents are considered as an SI

• True

• False

How long does the entire process take?

• 1-2 business days depending on the case details

• 2-4 weeks business days depending on the case details

• 1 week business days depending on the case details

• 2-4 days business days depending on the case details