WorksheetsCLAIMS AWR
Total questions: 20
Worksheet time: 10mins
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
if a customer requests a cancel for a claim, we...
cancel the claim
leave the claim in pending status
AWR creates a e-mail to request a cancelation
if a customer reports a drain pipe leaking, that is covered in...
EIHP
IHPP
SLPP
WLPP
a cx creates a claim for SLPP and WLPP, AWR have to take the service fee for...
SLPP and WLPP
WLPP
SLPP
a customer buy GLPP and tomorrow they have gas emergency, are they cover?
no, they have to wait 30 days
yes, have a partial waiting period
yes, no waiting period
contractor decides
is necessary to pay for an electric issue when a customer request service
Yes, they have to pay $50 dollars (or less in partnership areas)
no, just in partnership areas
No, they don't have to pay in any state
Yes, but partnership areas are an exception
a cx is experiencing an SLPP backup, you will ask
do you have this back up in the lowest level?
do you receive a high water bill?
is your fuse box working prperly?
do you have pets into your home?
If a cx wants an SLPP inspection
just request an inspection
call the water company
they have to have an active back-up
verify the main shut-off valve
to request a WLPP the cx has to
call their own contractor
verify the water leak with the water company
turn the main shut-off valve off
a cx is reporting a supply line leak, this is covered in...
WLPP
IHPP
EHIP
IHPP and EIHP
AWR can proceed with a refund of the service fee when...
contractor never arrives to cx home and they cancel the claim
contractor arrives but cx don't like the service
customer is not cover
because the cx pays by the water bill
