Knowledge base » Other » Call Handling
Call Handling
.Billing Descriptor
· The Checking account billing descriptor that will appear on a customer’s checking account statement is COMBINED $AVE800 8820621 or may appear as $AVE800 8820621 COMBINED depending on how the individual bank chooses to display the descriptor. The Credit Card billing descriptors start with UMG*<Program Name Toll-free #>.
Locating a Member
· If you are unable to locate a membership for a customer being billed with one of the above billing descriptors, search by <phone>, <last name and zip code>, <last name and state>, <checking account number or credit card number>. Our membership programs bill $1 for the 30-day trial, and $10.95, $11.95, $11.99, $12.95 or $12.99 each month after. Any other amount being billed is not for our membership programs. If the customer is being billed $8.95 have them call 1-800-308-0374, this was for a membership program Combined sold prior to partnering with us in 2006. All other Combined billing inquiries should be directed to call Combined customer service at 1-800-225-4500.
· Always check if the customer has multiple memberships.
*CSR should never say that our programs are offered as an upsell to their Combined policy. They should say “Combined partnered with us to help their customers save money with programs like (the program they are calling about)” .
Cancellation/Refund Requests/Authorization Dispute/Proof of Enrollment (“POE”)
Cancellation Request –
*Ask the customer if they had a chance to review XXXXX benefits (name a few main benefits), offer to send a replacement membership kit to review the materials. If not interested, cancel the membership.
*If customer requests a credit, CSR is authorized to issue 1 credit. If additional credits are requested, review the account for claims or gift card redemption. If the gift card was redeemed or claims paid on the account, no additional credits should be issued. If no usage, CSR is authorized to issue up to 2 credits. Any additional credits should be escalated to a supervisor.
Authorization Dispute –
*If a customer disputes authorization of the sale, the CSR should not argue with the customer. Show empathy, identify the program the customer is enrolled in (all active programs), review the benefits of the program, the offer (i.e., 30 days $1, $11.95 with $25 Walmart or Target Gift Card or $50 Walmart or Target Gift Card), the method in which the customer enrolled (a phone call or mail solicitation). Offer to send a membership kit for the customer to review. If the customer declines, cancel the membership. If the customer wants to receive a credit or credits the CSR is authorized to issue 1 credit. If additional credits are requested, please see below.
*Review the account for claims or gift card redemption. If the gift card was redeemed or claims paid on the account, CSR is authorized to issue 1 credit. If no usage, CSR is authorized to issue up to 2 credits. Any additional credits should be escalated to a supervisor.
Supervisor Escalation-UPDATED
*If Member enrolled thru CTC since 2013 and since 2015 for all other centers the issue should get escalated, and POE will be provided. Tell the member to call back in 5 business days. When you receive the enrollment recording from Inte Q, put a note in the member record to have the member transferred to a supervisor when they call back.
*If No POE: A supervisor is authorized to issue up to 12 months credit total. Anything more than 12 months credit needs to be escalated via TCAR, have the member call back in 5 business days. Enter a note in the member record to have the member transferred to a supervisor when they call back.
*Attorney General, Lawyer, BBB, Department of Insurance or escalating their compliant to Combined, a TCAR should be completed. Inform the customer a specialist will contact them within 48 hours.
Claim Escalations
*If a member has an issue with a claim, tell the member you will have their issue escalated and ask them to call back in 5 business days. Make a note in the member record to have the member transferred to a supervisor when they call back.
Not authorized on the account
*If a spouse claims the member is not authorized to charge to their account, have the spouse fax, mail or email a copy of the bank statement showing proof that the account is not a joint account. We need to see the name and address that is on the account and the last 4 of their account number.
· The Checking account billing descriptor that will appear on a customer’s checking account statement is COMBINED $AVE800 8820621 or may appear as $AVE800 8820621 COMBINED depending on how the individual bank chooses to display the descriptor. The Credit Card billing descriptors start with UMG*<Program Name Toll-free #>.
Locating a Member
· If you are unable to locate a membership for a customer being billed with one of the above billing descriptors, search by <phone>, <last name and zip code>, <last name and state>, <checking account number or credit card number>. Our membership programs bill $1 for the 30-day trial, and $10.95, $11.95, $11.99, $12.95 or $12.99 each month after. Any other amount being billed is not for our membership programs. If the customer is being billed $8.95 have them call 1-800-308-0374, this was for a membership program Combined sold prior to partnering with us in 2006. All other Combined billing inquiries should be directed to call Combined customer service at 1-800-225-4500.
· Always check if the customer has multiple memberships.
*CSR should never say that our programs are offered as an upsell to their Combined policy. They should say “Combined partnered with us to help their customers save money with programs like (the program they are calling about)” .
Cancellation/Refund Requests/Authorization Dispute/Proof of Enrollment (“POE”)
Cancellation Request –
*Ask the customer if they had a chance to review XXXXX benefits (name a few main benefits), offer to send a replacement membership kit to review the materials. If not interested, cancel the membership.
*If customer requests a credit, CSR is authorized to issue 1 credit. If additional credits are requested, review the account for claims or gift card redemption. If the gift card was redeemed or claims paid on the account, no additional credits should be issued. If no usage, CSR is authorized to issue up to 2 credits. Any additional credits should be escalated to a supervisor.
Authorization Dispute –
*If a customer disputes authorization of the sale, the CSR should not argue with the customer. Show empathy, identify the program the customer is enrolled in (all active programs), review the benefits of the program, the offer (i.e., 30 days $1, $11.95 with $25 Walmart or Target Gift Card or $50 Walmart or Target Gift Card), the method in which the customer enrolled (a phone call or mail solicitation). Offer to send a membership kit for the customer to review. If the customer declines, cancel the membership. If the customer wants to receive a credit or credits the CSR is authorized to issue 1 credit. If additional credits are requested, please see below.
*Review the account for claims or gift card redemption. If the gift card was redeemed or claims paid on the account, CSR is authorized to issue 1 credit. If no usage, CSR is authorized to issue up to 2 credits. Any additional credits should be escalated to a supervisor.
Supervisor Escalation-UPDATED
*If Member enrolled thru CTC since 2013 and since 2015 for all other centers the issue should get escalated, and POE will be provided. Tell the member to call back in 5 business days. When you receive the enrollment recording from Inte Q, put a note in the member record to have the member transferred to a supervisor when they call back.
*If No POE: A supervisor is authorized to issue up to 12 months credit total. Anything more than 12 months credit needs to be escalated via TCAR, have the member call back in 5 business days. Enter a note in the member record to have the member transferred to a supervisor when they call back.
*Attorney General, Lawyer, BBB, Department of Insurance or escalating their compliant to Combined, a TCAR should be completed. Inform the customer a specialist will contact them within 48 hours.
Claim Escalations
*If a member has an issue with a claim, tell the member you will have their issue escalated and ask them to call back in 5 business days. Make a note in the member record to have the member transferred to a supervisor when they call back.
Not authorized on the account
*If a spouse claims the member is not authorized to charge to their account, have the spouse fax, mail or email a copy of the bank statement showing proof that the account is not a joint account. We need to see the name and address that is on the account and the last 4 of their account number.
