Corporate Claims Escalation Matrix

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Questions and Answers

What type of FIR is required for theft claims?

15 pointer FIR with correct Section mentioned (correct)

FIR documenting only the date of loss

FIR issued by any officer

General FIR without specific sections

What documentation is necessary for NON ACKO ADLD & EW claims for mobile devices?

Only a receipt from the store

Only the serial number zoom image

Full front & back panel image, along with FMIP OFF (correct)

A simple description without detailed documentation

What should a corporate support team member do if the company name is not reflecting on the claim form?

Contact the police for clarification

Ask the client to edit the claim form (correct)

Automatically reject the claim

Ignore the issue and proceed with the submission

What is the recommended first step if a claim form has inconsistencies?

Raise the case in a CMS and email the client for reference Signup and view all the answers

Which document is NOT required for ACKO EW claims involving laptops?

Company GST/PAN Signup and view all the answers

How should the corporate support TM handle a case if the IC team raises queries?

Resolve the queries and resend the case to the Unite to IC team Signup and view all the answers

What is a necessary action after updating call details within the system?

Inform the client via email about the updates Signup and view all the answers

In what scenario should a corporate support TM escalate to the IC team?

If status is not moved the next day after a pickup stage Signup and view all the answers

What is the primary method of communication for documenting related queries for Skoda and Volkswagen customers after a claim is raised?

Emails Signup and view all the answers

Which document is NOT required when processing claims for corporate customers?

Personal identification card Signup and view all the answers

What should a Corporate TM do if the TAT exceeds 2 days during the document verification stage?

Liaise with the respective stage owner Signup and view all the answers

Who is the designated contact for Deserve customer issues?

Yashraj Kolas and Suraj Lonare Signup and view all the answers

How are new corporate claims identified under Individual accounts in CRM?

By checking the NEW CMS report from OA Service MIS team Signup and view all the answers

Which image is required for ACKO ADLD claims related to laptops?

Zoom image of the serial number on the back panel Signup and view all the answers

What is the purpose of the corporate tracker mentioned in the content?

To track claim status and update notes Signup and view all the answers

What should be done if a claim is getting rejected?

Email claim details along with the rejection reason to Maulik and get confirmation. Signup and view all the answers

For claims raised on behalf of corporate customers, how should documents be submitted?

Documents should be uploaded manually by the advisor Signup and view all the answers

Which of the following is a requirement for all communications related to claims?

Always mention the SR number and serial number in emails. Signup and view all the answers

How are corporate memberships recognized in the CRM?

Mapped under both individual and corporate accounts. Signup and view all the answers

What should you do if a claim raised by a customer cannot be traced by membership ID?

Contact the Retail Ops team for the relevant membership ID. Signup and view all the answers

Which email address should be used for all Customer Experience and brand communication?

<a href="mailto:[email protected]">[email protected]</a> Signup and view all the answers

What does RTV stand for in the context of claims processing?

Returned to Vendor Signup and view all the answers

Which clients are considered priority clients in the claims journey?

Clients such as ZS, GAP, Intuit, PWC, Honda, and Zee. Signup and view all the answers

In which scenario would claims raised by customers directly come to RTV?

When a customer has multiple memberships mapped under them. Signup and view all the answers

Study Notes

Introduction to OneAssist

OneAssist provides assistance and protection for essential items, focusing on personal electronics for corporate clients.
The document outlines tasks, responsibilities, and an escalation matrix for servicing corporate customer claims.

Business Transaction Types

The primary process involves repairing or replacing damaged electronics.

Key Acronyms

CSE - Customer Service Executive
VT - Verification Team
GSheet - Google Sheet
CRM, CMS (OASYS) - Core System’s Data Reporting and Inwarding

Claims Journey

For rejected claims, email claim details and rejection reasons to Maulik for approval before taking action in CMS.
Claims initiated directly by clients appear in RTV, identified by the corporate entity's name in CRM and "Enterprise" in the plan name.
Use serial numbers to track requests in the corporate mailbox before responding.
All communications must include the SR number and serial number.

Document Requirements

Specific images are required for different types of claims:
- Laptop (ACKO EW): Images of the full front and back, side images, and serial number zoom.
- Mobile/Tablet (ACKO ADLD & EW): Front and back panel images, serial number zoom, and FMIP turned off for Apple devices.
- Theft Claims: 15-point FIR with specific details including the police station’s stamp and signed documents.

Claim Forms and Communication

Verification of claim forms is limited to confirming the presence of the company's name. Clients may edit details as needed.
Document all call details and check discrepancies with CRM, informing clients about pending requirements.

Claims Processing

Claims with proper documentation are advanced to the IC team for processing.
Corporate support team members must check status regularly and follow up with the IC team as necessary.

Special Handling

For Skoda & Volkswagen customers, documents are sent to Connexions; only contact their SPOC for queries.
For Deserve customers, connect with assigned contacts for issue resolution.

Monitoring and Reporting

Daily checks on new corporate claims under individual accounts in CRM, updated in a corporate tracker.
New claims under enterprise accounts reflect on the CMS tab in Admin Dashboard, assigned to corporate support advisors.

Importance of Timeliness

Ensure verification stage turnaround time (TAT) stays within two days; communicate delays and causes to the client.

Additional Guidelines

Maintain clear communication with clients, update them on their claim status, and ensure all documentation is thorough and accurate before proceeding with claims.

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Description

This quiz explores the responsibilities and procedures involved in servicing corporate customers' claims within the framework of OneAssist's protection plans for personal electronics. Gain insights into the escalation matrix used to manage customer claims effectively. Test your understanding of the processes that ensure timely assistance and protection.