1.Abandon Callback
i.Objective/Purpose
We select this disposition when a call has been abandoned because of the customer error or the system error
ii.Agent Actions -
There is a tracker that has been shared with the team which the agent needs to check for the abandoned calls and they need to call back the customer and assist them with the query and update the below mentioned tracker with the disposition and the UCID
2. Acko Drive Related
i.Objective/Purpose
We selected this disposition when a person calls and says that he wants to buy a new vehicle
ii.Agent Actions -
The agent needs to transfer the call to the Auto team.
FAQ’s:-
I want to purchase a vehicle from Acko
I have heard that Acko sells cars as well
Can I purchase a car from Acko?
Does Acko have a Tie up with Car dealers ?
3. Agency or Marketing Related
i.Objective/Purpose
We select this disposition when a person calls and says that he has to sell the policies/ give policies to his staff
ii.Agent Actions -
The agent needs to get the basic details from the customer
Customer’s Name
Name of the Company
Official email address
Official Website
Official Number
Gather all the information and then send it to Chirag Mahajan and inform the customer that the Business Development Team will check the details and will contact you in case you are eligible.
Faq’s:-
I want to insure my staff with Acko
Can you assist me with an offer for Corporate policies
How do Corporate policies work?
4. Auto Pre Sale Related
i.Objective/Purpose
We select this disposition when a person calls for Auto policy related
ii.Agent Actions -
The agent needs to transfer the call to the Auto team.
5. Auto Related
i.Objective/Purpose
We select this disposition when a person calls for Auto policy related
ii.Agent Actions -
The agent needs to transfer the call to the Auto team.
In case the customer has a policy from a different company and wants to take Acko policy then the calls need to be warm transferred to the sales team. PFB the steps for the same.
Image 3
>>Once the call is connected with the Sales department, provide the details to the advisor and click on the Unhold button so that the customer can speak with the sales' team advisor.
>>Post Unholding the customer, the Auto team advisor can now drop the call by using the End Call button and then dispose of the call accordingly.
Faq’s:-
I want to renew my Insurance but it is with a different company
I want to take a comprehensive Insurance for my vehicle, the one i got is third party
6. Blank Call
i.Objective/Purpose
This disposition is selected when the call hits your terminal and you are not able to hear anything
ii.Agent Actions -
The agent needs to call back the customer and assist with the query. In case the call does not get connected the ticket needs to be disposed accordingly stating Blank call, tried calling the customer but RNR
If the call gets connected, then you can dispose of the first ticket as Blank call and the outbound calling ticket according to the issue.
7. Call Dropped
i.Objective/Purpose
We selected this disposition when the call get disconnected while you are speaking with the customer for any reason
ii.Agent Actions -
The agent needs to call back the customer and assist with the query; the agent has to close the calling ticking ticket with the call dropped disposition and the outbound calling ticket according to the outcome of the call.
The other option would be to merge both the tickets and then dispose the call according to the outcome of the call
8. Cancellation
i.Objective/Purpose
We select this disposition when the customer calls to cancel the policy.
ii.Agent Actions -
The agent needs to inform the customer that we can not cancel the policy and they need to contact the partner who has provided the policy and the refund can be processed by the partner if eligible.
The agent needs to provide the customer with the contact details of the partner, either email address or phone number from the below sheet and need to select the Partner Helpline Details Tab.
Faq’s:-
I never asked for the policy
Why is there a policy under my name, I never asked for it(E.g. Ola Rides, Oyo, Rapido, Cred)
I have been charged for a policy i never asked for.(Cred, Kreditbee, HDB)
Return my money as i have never asked for a policy
Why have you charged me without my consent
9. Claim Registration
i.Objective/Purpose
We use the disposition when the customer calls for claim registration
ii.Agent Actions -
The agent first needs to check the basic details of the customer and check whether he is eligible for the claim according to the policy TNC,
If not eligible we can send him the policy copy through CX 360 and ask him to check the TNC.
If he is eligible, then need to send him the self-care option from CX 360 and ask him to register a claim. (Death/Electronic/Helmet have exception and a different flow has to be followed, Please click here to view that)
Note:- The only method to raise a claim is through self care, the customer has to raise it himself, unfortunately we cannot do it on his behalf, Display empathy and politely decline the request, if the customer insists to raise the claim.
Alternatively
In case the customer is requesting for a walkthrough then assist him with the steps.
The customer needs to login to our website i.e. www.acko.com or use our application.
He needs to login with his registered mobile number, he will receive an OTP by which he will be able to see all his policies.
He has to select the policy through which he wants to register the claim
&
On selecting the policy he will get two options, policy download and claim, he needs to click on claim.
After clicking on the claim button he will get an option which say’s “Tell us what happened”, where the customer has to mention in brief about the incident.
Then the customer will be asked to select the date of the incident and he will get the options to select the type of the claim to be registered i.e. OPD, Overnight Hospitalization, Accidental reimbursement, Loss of Pay, Permanent\Temporary Disability, Flight Delay, Flight Cancellation, Delay of checked in baggage, vector borne disease, Accidental damage, Hospicash.
Depending upon the option he has selected we will ask him to submit the documents required for the processing of the claims.
Post uploading all the documents the customer will be asked to enter the payment details, either his bank details or his UPI Id wherever he wants the payment to be done. Post entering the details he will receive an OTP, post entering the OPT the claim will be registered.
The agent has to inform the customer about the TAT that it will take 5-7 Business days for the verification of the document once we receive all the documents post which it will take another
5-7 business days for processing of the payment. In case any documents are required for the verification process we will communicate the same to the customer.
The claim registration process for Urban clap Appliance protection plan differs from the above process, the customer can register the claim from the Urban company app. PFB the process to register the claim and the documents required:-
In case of claim registration of vehicle damage in DRIVEU policies, the claim needs to be registered from the DRIVEU app.
PFB the screenshots for the same:-
We can check the status of these claims in Karmator
Claim registration for Cred Customers:-
For all claim registration for international travel policies the agent needs to provide the details of Allianz
Email:- Acko@allianz.com
Contact Number:- +91 8061617799
Death Claim/ Electronic Equipment Cover/ Helmet Cover are offline claims
In case the customer is calling for Death Claim, the agent has to take the email address for the person who is calling and needs to send the death claim format as the claim is offline and the TAT for the same is 1 month.
Dear **
Greetings from Acko General Insurance!
As per our telephonic conversation / Thank you for your email. We are sorry to hear about the sad demise of "CUSTOMER NAME". We express our deepest condolences & extend our support to the deceased’s family.
We request you to help us with the below-mentioned claim intimation details and the required documents, in order to process the claim. PFB the format.
Documents required at the time of claim:
1. Duly filled up a claim form
2. Copy of death certificate attested by issuing authority.
3. Copy of Post Mortem report
4. Copy of F.I.R/Panchnama
5. Legal heir certificate & NOC from any other legal heir(s) if so exists (in absence nomination)
6. KYC and account details of the nominee/legal heir/claimant.
If there are any questions on your mind, just hit reply and we will be happy to assist you.
The claimant has to submit the form filled with the relevant details along with the documents mentioned below on (partner’s name)care@acko.
Once with receive the form duly filled with all the documents, the same has to be sent to
Mohit Srivastava and M Sai Chiranjeevi CC to cattravel- cattravel@acko.com.
In case of Electronic Equipment cover and Helmet Damage another form needs to be sent to the customer as it is also an offline claim, PFB the format for the same
Dear xxxxx,
Greetings from Acko General Insurance!
We request you to help us with the below-mentioned claim intimation details and the required documents, in order to process the claim.
The form needs to be sent to us on (partner’s name)care@acko.com. The agent needs to send the same to Kiran.hm@acko.com.
FAQ’s:-
Can i raise a claim via your app
I have taken a treatment and want the money
what documents are required to raise a claim
How can i claim for my expenses incurred
How can i claim for my vehicle damage
How can i claim for my accidental damage to my appliances
How can I claim for missed flight, flight delay, flight cancellation?
How can i claim for Hospital Daily allowance
How can i claim for Loss of pass
How can i claim for Disability/Death
How can i claim for Vehicle Damage
10. Claim Settlement
i.Objective/Purpose
The customer calls for claim status and if we have settled the claim
ii.Agent Actions -
The customer calls for the claim status and after checking in the respective application you find that we have settled the claim; you need to dispose the call as claim settlement
11. Claim Status
i.Objective/Purpose
We use the disposition when the customer calls for claim status.
ii.Agent Actions -
The agent has to ask some probing questions to determine where to search for the claim, probing questions should be like, what was the claim about and when did he register the claim.
Upon probing if we understand that the claim was for OPD, Flight canx, Flight Delay, Accidental medical Reimbursement, Loss of pay or Disability, we have to check Jarvis with his registered mobile number or with the claim ID if the customer provides it.
If we see multiple claims under the customer’s name, we have to select the one he is talking about and the one which has not been withdrawn.
If the status shows as pending document, the same has to be communicated to the customer and if there is an option to upload the document in Jarvis, we have to ask him to upload the same, if not then we have to ask him to email the documents to us through (partner’s name)care@acko.com. Post receiving the documents the TAT would be 5-7 business days for verification and then 5-7 days for processing the payment. PFB the screenshot for the same.
Once you click on the pending documents, it shows what documents are pending, PFB the screenshot.
If the status shows as admissibility deviation, then the same has to be communicated to the customer and also guide the customer to the website to check the policy TNC. PFB the screenshot for the same.
Once you click on the Admissibility deviation, it will show the reason for the same, PFB the screenshot for the same.
If the customer is calling for Death claim status, the agent can check the status in the Death claim Register
https://drive.google.com/file/d/1H9N1t7F9hgYiOL55akT8rRbCXKQsHmXJ/view
And can also check in FD for any tickets and any communication from the claims team.
For Electronics equipment cover status the agent needs to check in FD for existing ticket and assist with the status accordingly
In some scenarios when the customer calls for the claim status and there is no update in Jarvis and the claim is not assigned to any claim handler then the agent needs to escalate the same to the Tech team as it is due to some technical error.
An email needs to be sent to sanket@acko.tech
In case of the status of Drive U policies, the agent needs to check in Karmatoor.
PFA the screenshots of the different stages of claim status in Jarvis:-
The first check that is performed when the claim is registered is admissibility check, to make sure whether the claim is admissible
Then there is customer contacted which is done to confirm that we have received the documents and they communicate the TAT and pending documents if any to the customer.
Claim under process is mentioned when all the documents are received.
Documents pending will be mentioned when there are some documents pending to process the claim once you click on the note it will display the pending documents.
If it shows, Claim rejected due to non submission of documents then it will specify the documents that were not submitted. In these scenarios. The agent needs to inform the same to the customer and ask him to email the pending documents to us so that they can reopen the same claim.
Once the customer sends the pending documents, the claim will be reopened and in notes it will be mentioned additional documents received.
If it is mentioned Medical Expert Flow initiated, it means that the claim documents have been sent to a medical expert for opinion. This is usually done in the case of Loss of Pass and Disability wherein the experts will suggest the number of days the customer is eligible for rest depending upon the injury.
We attach the certificate that we get from the Medical expert under Medical expert Onboarding and we can download it. PFB the certificate which shows the period for which they have approved the rest.
The customer can say that his doctor has advised him rest for a longer period but the agent needs to inform that we will settle the claim according to the approval from the medical expert
When the status shows as partner confirmation request, it means that we have sent the request to the partner for confirmation that the customer has not done any deliveries during the rest period and once we receive it, it will be mentioned partner confirmation received.
There is tab which says Vendor payment, it is related to the payment done to the vendor for the opinion and the information should never be conveyed to the customer
Claim Payment will be mentioned when we have processed the payment and it will have the UTR number which we can share with the customer.
Faq’s:-
I have not received the payment yet
When will i get the payment
What is the status of my claim
How long does it take for the payment to be processed
12. CSAT Calling
i.Objective/Purpose
We select the disposition when there is an outcall done to the customer after receiving a survey from the customer and he has given a D-Sat
ii.Agent Actions -
The agent needs to call and check with the customer the reason for the D-sat and if there is any scope for changing the customer experience
13. Electronics Related
i.Objective/Purpose
We select the disposition when the customer is calling in relation to the Electronic product coverage like home appliances.
ii.Agent Actions -
The agent needs to transfer the call to the Electronics department.
FAQ’s :-
a) Wants to confirm the extended warranty status
b) want to claim for my faulty device
14. Endorsement
i.Objective/Purpose
We use the disposition when the customer calls to make changes on the policy like change of name, DOB, change of address, Marital status, Gender change, Email address and Multiple changes, also adding Dependants and Nominee
ii.Agent Actions -
The agent needs to ask the customer to email us the documents depending on his request
For a change of Name /DOB /Gender change he needs to send Adhar card or any Govt authorised ID card
For Relationship change the customer needs to send us any Govt authorised proof like Ration card and Marriage certificate.
For changes in International travel policies like Name correction, date correction, etc, the agent needs to get the basic details from the customer like :-
(i) Customer contact number,
(ii) Full Name
(iii) Passport number.
And the same needs to be sent to international escalations@acko.com with the details of the changes to be made and a TAT of 5 working days to be informed to the customer.
For Endorsement related to MMT(Make MY Trip)the customer needs to be directed to the MMT customer service
In case the customer says that they are not getting support from the MMT team then it can be escalated to the Goibibo team
For any cancellation and extension of the policy the customer should be directed to the partners customer service.
Faq’s:-
My name needs to be updated on the policy
I want to extend the policy for a week
I want the travel dated to be changed as the flight has been rescheduled
8. Cancellation
i.Objective/Purpose
The customer calls for the cancellation of the policy
ii.Agent Actions -
The agent has to politely decline & redirect the customer to the source partner (OYO, Rapido, MMT, etc..) to place the cancellation request.
The agent needs to help the customer with the helpline/customer care number of the partner & also with the email id if available.
FAQ’s:-
I want to cancel the policy
I never asked for the policy
You have charged me for a policy that i never asked for
16. Enquiry
i.Objective/Purpose
We use the disposition when the customer calls related to any enquiry related to the policy
ii.Agent Actions -
The agent needs to open the policy in CX 360 and assist with the TNC, the query can be anything like Is my policy active, when does my policy expire, what is the SI in the policy, who is covered in the policy, what benefits are there in the policy, what the option to claim, is cashless available, Network hospitals, procedure for claiming.
Faq’s :-
What things are covered under my policy
When does my policy start
17. FHPL Cashless Escalation
i.Objective/Purpose
We use the disposition when a customer calls and states that he has been admitted in the hospital and he has not received the approval.
ii.Agent Actions -
The agent first needs to do some basic check, whether the policy is valid, and the DE is active, upon confirming the same he needs to check in Spectra whether the claim ID has been generated and whether there is anything pending from the Hospitals end, In case there are no details available in Spectra the agent needs to call the Cashless Team Spoc on the numbers mentioned below
Praveen 6309670505/ 9951255501
Rasheeda 9959577910
Narsimha 9866690234
The TAT for the same is 1 Hour.
In case the case is not resolved within the TAT then the same needs to be escalated to
First level of escalation(FHPL)
Dr Koila Krishna 9246240020
Dr Mallesh 9246240006
First level of escalation(Acko)
Dr Kamal Kalita 9899401336
For any cashless hospital related issue the TAT remains the same 1 hour
First level of escalation (FHPL)
Dr Stella 8340878889 Email :- stella.susanne@fhpl.net
Dr Balkrishna 8142844998 Email:- balakrishna.b@fhpl.net
First level of escalation(Acko)
Dr Ashwini 9538903216 Email :- ashiwini.mushrif@acko.com
In case the hospital calls stating that they have not received the payment and the customer has been discharged long back, the agent needs to call on 9121315672 and also escalate to the FHPL team.
Faq’s:-
When will i get the approval
The hospital is not doing any treatment as there is no approval
Why do i have to pay when it is cashless
Why is the hospital asking for deposit
18. FHPL Cashless Query
i.Objective/Purpose
We use the disposition when the customer calls for the cashless claim procedure
ii.Agent Actions -
The agent needs to perform the basic check first like whether the policy and the DE are active, upon confirming the same he needs to check in Spectra whether a claim ID has been generated.
If no, advise the customer about the cashless claim registration process -
Please follow the steps below to avail cashless service only from the network hospital:
Reach out to the TPA/ Insurance help desk of the hospital and present your E-card. If the e-card is not available at the time of hospitalisation, please share your Employee ID and company name.
Our team will send an approval to the TPA within 2 hours and you will receive an SMS confirming cashless claim registration. If you don’t receive any SMS, we suggest that you follow up with the admin at the insurance desk to ensure that the request was sent correctly.
If yes, check the status and if it shows pending from the Hospital, inform the same to the customer
If the status shows as under process than inform about the TAT
If there is no update in Spectra then the agent needs to call the FHPL numbers mentioned below and check the status as sometimes if the portal at the Hospital is not working they might email the details to the Cashless team and then there is an excel ID which starts with HYD
Praveen 6309670505/ 9951255501
Rasheeda 9959577910
Narsimha 9866690234
There are 3 phases in the FHPL cashless claim:-
First phase is the Pre authorization request
Cashless Enhancement in case the estimated bill is going to be higher than the pre auth approval
Final approval when the hospital send the final bill
While checking the status in Spectra if the agent finds that it is pending CI from the Hospital then it is the clinical Investigation report which is pending from the FHPL person and not the Hospital.
Faq’s:-
How long does it take for the approval
Do i have to pay anything
What is the room rent limit
What things are covered
19. FHPL Helpline number
i.Objective/Purpose
We use the disposition when the customer calls regarding query related to cashless and reimbursement
ii.Agent Actions -
The agent needs to check the status in Spectra first and assist accordingly and if the customer insists on speaking with the FHPL team, we can assist with the number ie 1800 102 1213
In case the customer says that he had taken a cashless treatment and had been discharged as well and the hospital people are calling for the payment, the agent needs to ask the customer to call on 9121315672 and ask the hospital to email on pmt@fhpl.net
20. FHPL Reimbursement Escalation
i.Objective/Purpose
We use the disposition when the customer calls for the FHPL reimbursement status and it has exceeded the TAT.
ii.Agent Actions -
The agent first needs to check the status in Spectra and assist the customer if there is anything pending from his end because FHPL does not call the customer for pending document, they only send a text stating that there are some documents pending
If you see that there is a query to the member, it means that some documents are pending, hence we have to click on view and it will show the documents pending.
If documents are pending then the agent has to email the customer requesting the documents, the format for the same is as follows:-
Dear
Greetings from Acko General Insurance!
As per our telephonic conversation. We would like to inform you that,
we have received an update from the FHPL team on 6th of January 2022,
that they required the below mention documents, in order to process
the claim further.
Documents Required:
1.
2.
3.
4.
Post receiving all relevant documents, your claim will be reviewed
within 5-7 working days. Post-approval, you will receive the payment
within 5-7 working days.
If there are any questions on your mind, just hit reply and we will be
happy to assist you.
If FHPL has received all the documents, then it will be displayed in the following manner:-
In case the customer says that he has already sent the document to FHPL, confirm the email address and also ask them to send it to us on (partner’s name)care@acko.com so we can forward the same to FHPL.
The agent also needs to check in Freshdesk to see whether there is any existing ticket related to the same claim, if yes and the customer has already submitted the same documents earlier than the same needs to be sent to acko.crm@fhpl.net and eclaims@fhpl.net and in CC kruthika.r@acko.com and ashraf.unnisa@acko.com
If we have already sent the documents to the above mentioned emails and there is no response within 24hrs(note the FHPL team does not work on Sundays and National Holidays), then the escalation matrix needs to be followed
First level of Escalation (FHPL)
Dr Premrao 707504774 Email :- premrao.gudise@fhpl.net
Dr Jyoti Reddy 9010087555 Email :- jyoti.reddy@fhpl.net
Acko.crm@fhpl.net email is managed by Kiranmayee and her contact number is 9121315672
First level of Escalation(Acko)
Dr. Yogesh Bhise 9850780661 Email yogesh.bhise@acko.com
Dr. Kamal Kalita 9899401336 Email kamal.kalita@acko.com
Acko second level of escalations for all matters
Dr. Pritam Choudhari 7709047964 Email pritam.choudhari@acko.com
Dr. Vidyadhar Dhaware 7709197966 Email vidyadhar.dhaware@acko.com
Faq’s:-
How long will it take to get my payment
What documents are required
I haven't got any update related to my claim
I have submitted all the documents i had
21. FHPL Reimbursement Query
i.Objective/Purpose
We use the disposition when the customer calls for query related to FHPL Reimbursement
ii.Agent Actions -
The agent first needs to check the basic details whether the policy and the DE are active and then ask the customer about the treatment that he has taken, to claim for the reimbursement that customer needs to be hospitalised for at least 24 hours(Day care treatment’s like Piles, Fissures, cataract etc are also covered provided the customer needs to get the discharge summary for the same).
The agent needs to ask the customer about the date of the incident and then check whether he was active, if yes then he can register a claim through our website www.acko.com, if no then inform the same that he won't be eligible for the claim.
If the customer insists that he had informed the partner about the treatment then we need to ask him to speak with the partner and ask them to send us the updated login details.
The customer’s also have an option of emailing all the documents to FHPL on acko.crm@fhpl.net
If the customer has already registered the claim, then we need to check for the status in Jarvis with his Emp ID or claim ID if he has it.
If the status shows as pending from the customer, the same needs to be informed to the customer and an email needs to be mentioning the pending documents, before sending the email the subject line needs to be changed. It should be in the format of
//Partners Name// Customer’s Name//Phone Number// Emp ID // Claim ID //
We should change the from option of the email to the partners name
The format in which we request the pending documents is :-
Dear
Greetings from Acko General Insurance!
As per our telephonic conversation. We would like to inform you that, we have received an update from the FHPL team on 6th of January 2022, that they required the below mention documents, in order to process the claim further.
Documents Required:
1.
2.
3.
4.
Post receiving all relevant documents, your claim will be reviewed within 5-7 working days. Post-approval, you will receive the payment within 5-7 working days.
If there are any questions on your mind, just hit reply and we will be happy to assist you.
If the customer says that he has already sent the documents then we need check in Freshdesk with his number and email address, in case we are able to find them, the same needs to be sent to FHPL team on acko.crm@fhpl.net, eclaims@fhpl.net CC to Kruthika.r@acko.com and Ashraf.unnisa@acko.com
After sending the documents to FHPL an acknowledgement email needs to be sent to the customer as follows
Greetings from ACKO General Insurance!
Thank you for your email. We want to inform you that we have already forwarded your details to our FHPL team and they/we will get back to you at the earliest.
Post receiving all relevant documents, your claim will be reviewed within 5-7 working days. Post-approval, you will receive the payment within 5-7 working days
Your patience here is much appreciated.
If there are any questions on your mind just hit reply and we will be happy to assist you.
The major confusion we come across is that when the FHPL mentions that they want the payment receipt of the final bill and the customer are only sending the final bill where there is no mention of the payment or a stamp/seal and sign.
Another import document required for the reimbursement claim is the ICP and the complete discharge summary on the hospital letterhead.
The other claim that we can see under the same category is pre and post, as it also covers the customer for 30/60 days, respectively. The customer can claim for the same even if he has availed the cashless treatment.
Faq’s:-
How long will it take for the payment to be processed
Will i get the payment
What documents are required
Do i have to fill the form
22. Health Related
i.Objective/Purpose
We use the disposition when the customer is calling for query related to Health policies
ii.Agent Actions -
The agent needs to confirm with the customer about the policy he is referring to just to make sure that we are not transferring the call incorrectly to the Health team.
23. Helpline Number
i.Objective/Purpose
We use the disposition when the customer is calling for query related to the Partner and wants to speak with them
ii.Agent Actions -
The agent needs to ask relevant questions to understand the query of the customer and in case there is something that needs to be addressed by the partner; we need to assist them with the helpline numbers or email addresses, Please find below the list of number that we have:-
Faq’s:-
My Id has been blocked
I have made the payment but my ID is not working
I have been charged twice
I have been charged without my consent
I have not received the payments for last week
24. Internet Related
i.Objective/Purpose
ii.Agent Actions -
25. Language Barrier
i.Objective/Purpose
We use the disposition when a customer calls and says that he is not comfortable speaking in English or Hindi and wants to speak in a regional language,
ii.Agent Actions -
The agent needs to confirm whether the customer is calling from his registered mobile number, if the agent sees any policies on his account related to Internet LOB then he can confirm the language that the customer is comfortable with and check in the tracker below to see whether we have any agent who is comfortable with the language the customer is asking for, if we have an agent who speak the language the agent has to check the team roaster to confirm whether that agent is scheduled today, if yes he has to assure a callback with a TAT of 1 hour and a request needs to be sent to the advisor for a callback with the customer’s details and the same needs to be updated in the tracker as well.
The callback won't be actioned if the details are not updated in the tracker
https://docs.google.com/spreadsheets/d/1V6FE2uIC4C4WywrlQYuXMGLdQdlVClqSevWv4j7MRYQ/edit#gid=0
In case we don't have anyone speaking the desired language then the same needs to be communicated to the customer.
26. Nominee details
i.Objective/Purpose
We use the disposition when the customer calls to check his nominee details
ii.Agent Actions -
The agent should check the policy of the customer in CX 360 and inform whether they added the nominee on the account, in case it is added, inform the same and close the call
In case it is not added then we need to guide the customer to add the Nominee through the Acko website or the Application.
27. Non Acko Related
i.Objective/Purpose
We use the disposition in case the customer is calling for something which is not related to Acko.
ii.Agent Actions -
The agent needs to probe the customer to understand what he is calling for to understand whether the query is related to Acko.
The different scenarios that can come under this category are :-
Customer calls to pay his broadband subscription fees
Customer called thinking it’s Dominoos to order Pizzas
Customer calls thinking that he has called Zomato, Rapido Etc
28. Not Reachable
i.Objective/Purpose
We use the disposition when we are calling the customer, and the number is not reachable
ii.Agent Actions -
The agent tries calling the customer in case of a call drop then he can use the disposition
29. Other
i.Objective/Purpose
ii.Agent Actions -
30. Partner Helpline
i.Objective/Purpose
We use the disposition when the customer calls for a query related to the partner or for policy cancellation and refunds
ii.Agent Actions -
The agent needs to understand the query first and then assist the customer with the partner's helpline number or the email address from the below link:-
The scenarios under which we can provide the number is:-
Customer says that he has not requested for the policy and wants to cancel it
Customer says that he has not received the payments from his company for the job he has done
Customer is not happy with the policy coverage and wants to cancel it
We have informed Customer that his claim is not admissible according to the policy, and he wants to cancel it.
31. Policy coverage
i.Objective/Purpose
We use the disposition when the customer calls for information about the policy
ii.Agent Actions -
The agent needs to confirm the registered mobile number and open the policy in CX 360 and explain the details
In case the policy is not reflecting in Cx 360, we need to ask the customer to contact the partner
Eg:- Policies like Cred, HDB usually take some time to reflect in our system.
32. Test Call
i.Objective/Purpose
We use the disposition when there is a test call that is made for whatever reasons
ii.Agent Actions -
The agent needs to write proper notes and the reason for the call
33. Unsubscribe Promotional Emails or SMS
i.Objective/Purpose
We use the disposition when the customer says that he has been getting emails or SMS from Acko and does not wish to receive them.
ii.Agent Actions -
The agent needs to confirm the registered mobile number or the email address and Please mark all email blocking mails to Central team ( Kamlesh Suwarnkar ) sourabh.deokar@acko.tech
ssanket@acko.tech, kamlesh@acko.tech, sourabh.deokar@acko.tech
Email ID misuse
The format for the same is
Hi Sourabh,
The below customer reached us stating that someone has misused his Email ID for (Oyo Stay, or-----)
Name:
Number:
Email ID:
For Marketing related or business related emails send email to
Anujan Krishnamoorthy and Megha Jain and garima luthra anujan.krishnamoorthy@acko.com,megha.jain@acko.com,garima@acko.com
34. Visit App Or Opd Health
i.Objective/Purpose
We use the disposition when the customer calls for OPD claims related to Zomato policy
ii.Agent Actions -
The agent has to confirm the details of the incident, like the date of the incident and the treatment taken, we have to check whether the customer was active on the incident date and then assist with the claim registration process(Claims where the incident date is prior to 18th Dec 2021 are supposed to be registered on the Visit app)
Claim post the 18th of Dec 2021 need to be registered on Acko App or Acko website ie www.acko.com
The total amount allocated for the OPD claim in the Zomato policy is 5000 annually and it covers the DE, spouse and 2 children.
There are limits to the clam as well:’
Doctor's prescription limit is 1000 per prescription
Test per prescription limit is 1500 per prescription
To claim the same for the dependants of the customer, he first needs to add the dependants name from the app or the website
FYI :- Prior to 18th Dec, the customers had option of cashless OPD and the dependants covered were Spouse, 2 children, Mother, Father and Mother in Law and Father in Law
FAQ’s:-
My claim shows rejected
I am not able to avail the cashless OPD treatment
Visit app shows that i am not eligible for a claim
Are my parents covered for OPD