When to Escalate
TO CLAIMS MANAGER (Extension 044):
- Claim not processed after 3+ working days with complete documents
- Inspection delayed beyond 5 working days of approval
- Garage assignment delayed beyond 1 week after inspection
- Customer disputes claim denial
- Garage quality issues
- Vehicle repair delays with no clear reason
- Complex claim situations requiring manager review
TO ACCOUNTS DEPARTMENT:
- Payment delayed beyond 45 calendar days
- IBAN certificate issues preventing payment
- Incorrect payment amount
- Duplicate payment concerns
- Refund processing delays beyond 30 days
TO GENERAL INSURANCE MANAGER (Extension 160):
- Policy coverage disputes
- Complex underwriting questions
- Renewal/cancellation issues requiring management review
- Coverage interpretation questions
TO MEDICAL INSURANCE MANAGER (Extension 045):
- Medical insurance related queries
- Medical claims issues
- Medical policy disputes
How to Escalate
ESCALATION SCRIPT:
‘I understand this needs immediate attention. I’m escalating this to [department/manager name] right now. They handle [type of issue] and will give this priority review.
You’ll receive a call within 1 working day from [department]. Your escalation reference number is [CRM reference]. If you don’t hear from them by [specific time tomorrow], please call back with this reference number.
Is there anything else you’d like me to note in the escalation?’
TO CONTACT MANAGERS:
- Call: 600 565 695
- Select appropriate extension:
- Claims Manager: 044
- Medical Manager: 045
- General Insurance Manager: 160
- Provide: Claim/policy reference number
- Brief summary of issue
- Customer contact information
IN CRM – DOCUMENT:
- Tag appropriate manager/department
- Summarize issue clearly and completely
- Note customer expectations and concerns
- Set follow-up reminder for 1 working day
- Mark as priority escalation
- Include all previous interaction history
- Note any promises made to customer