When to Escalate
ESCALATE TO CLAIMS MANAGER (Extension 044) IF:
- Claim not opened after 3 working days with complete documents
- No response to customer after multiple attempts to follow up
- Inspection not scheduled within 5 working days of approval
- Garage assignment delayed more than 7 working days after inspection
- Customer reports garage refusing to accept vehicle with valid LPO
- Claim denial that customer disputes
- Poor repair quality issues
ESCALATE TO ACCOUNTS DEPARTMENT IF:
- Payment delayed beyond 45 calendar days
- IBAN certificate submitted but not recorded in system
- Duplicate payment or incorrect amount
- Refund processing exceeds 30 calendar days
ESCALATE TO GENERAL INSURANCE MANAGER (Extension 160) IF:
- Policy coverage disputes requiring management decision
- Renewal/cancellation issues that cannot be resolved
- Complex underwriting questions
Escalation Procedure
- Log detailed notes in CRM:
- Complete summary of issue
- All previous attempts to resolve
- Customer’s specific concerns
- Timeline of events
- Contact appropriate manager:
- Call: 600 565 695
- Claims Manager: Extension 044
- General Insurance Manager: Extension 160
- Medical Manager: Extension 045
- Tag appropriate manager in CRM
- Set follow-up reminder for 1 working day
- Inform customer:
‘I’m escalating this to [department/manager] for priority review. Someone will contact you within 1 working day. Your escalation reference is [CRM reference number]. If you don’t hear from them by [specific time], please call 600 565 695 and reference this number.’