Category: Claim Status & Follow-Up

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 […]

INFORMATION NEEDED:

• Claim reference number (preferred), OR

• Vehicle plate number, OR

• Policy number

SYSTEM LOOKUP:

Search by provided identifier to find:

• Current claim status

• Date filed

• Documents received/missing

• Approval status

• Assigned garage (if […]

A. ‘Pending – Missing Documents’

CRITICAL PROCEDURE – STAY ON CALL:

• Do NOT end call until documents are uploaded AND claim is opened

• Guide customer through upload process in real-time

• Open claim file immediately while on call

• Confirm claim reference number before ending […]