Professional Documents
Culture Documents
Insurance Greetings
Progressive:
“Thank you for calling Progressive Insurance Roadside Assistance provided by Agero”
Nationwide:
“Thank you for calling Roadside Assistance provided by Agero”
Safeco:
“Thank you for calling Safeco Roadside Assistance”
Liberty Mutual:
“Thank you for calling Liberty Mutual Roadside Assistance”
“May I ask you a few questions to get service out to you quickly?”
“This will also be used as your reference number for this call.”
OEM Program: “May I have I have the last 8 characters of your VIN number?”
Click on Search.
Click on Matches Found Link, if not found move to File Lookup options
“Mr. /Mrs. [Customer Name], may I have the year, make, and model of the vehicle that is disabled?”
Choose the correct profile by clicking on it w/ the mouse.
Click NEXT to move forward.
SERVICE AID
“What challenge are you facing with your vehicle today?” or "What is going on with your vehicle?"
If customer is unsure: Will not start should be selected Did the vehicle stall while driving?
(Additional probing will occur using the reason determination questions after selecting matches found.)
Based on earlier response: “I understand your vehicle (insert issue), I would be happy to set up a (tow/tire
change/gas refill) service for you today.”
Once identified, make sure to advise the service being sent.
Provide an EMPATHY and CAN DO statement!
Ask all reason determination questions and click NEXT to move forward.
Do not re-confirm/confirm customer info on the customer portion of this activitypanel.
Only add unlisted if necessary. When adding unlisted customer, we ONLY need toadd first and last name and
city/state. DO NOT ask for street or ZIP.
“Mr./Mrs./Ms. [customer name], may I have the color of the disabled vehicle?”
If all other vehicle info is pre-populated, you do NOT need to re-confirm it.
“May I have the address or name of the street where the vehicle is currently located?”
Street / Number
If you do no any address information: “Are there any landmarks in the area such as chools, restaurants or
gas stations?”
POI Search.
•You MUST confirm if someone will be with the vehicle even when it’s obvious orpre-populated. If it is, simply
confirm.
ALL OTHER INSURANCE “I see the closest repair facility as, [Name of Closest Repair Facility]. You may also
choose analternate location which is covered up to your policy limit and you will be responsible for any cost over
your coverage.” “Have you contacted [Name of Repair Facility]?”
If NO: “We recommend you contact them to let them know your vehicle will be coming in."
If preferred location is not listed, see Destination Search.
OEM PROGRAMS “[Customer Name], I am showing [Name of Dealership] on [Address] in [City]. Would that be
ok or do you have another preference?”
Remember, customers' preference will invoke an out of pocket expense-check the Coverage QVB to
be sure!
Location Confidence will display on the disablement screen
• High Accuracy-Confidence will display GREEN. These locations NEVER need to be verbally confirmed
• Moderate or Low Accuracy will display in RED. These locations must ALWAYS confirmed and additional
probing will be required.
SERVICE AID
In all states except NY/NJ, Mazada or Tow365: “Have you contacted [Name of Dealership]?”
If NO: “We recommend you contact them to let them know your vehicle will be coming in."
In NY/NJ, Mazada or Tow365:“May I place you on a brief hold so I can contact the dealership to let them know
the vehicle is coming in?”
Notate in comments name of the Service Manager that you spoke with in internal comments.
If preferred location is not listed, see Destination Search.
Click NEXT to move forward.
Covered to a Limit “[Customer Name], you are covered up to [$$$ / XX miles] for this [service / tow]; any
overages are payable directly to the service provider.”
Not Covered (Please scroll down and do recap before taking the credit card)“[Customer Name], I would be
happy to set this up for you as an out of pocket expense of [$$$] if you have a major credit card. What card
would you like to use?”
Only use this if the credit card option is available.
If towing: "Will any of your passengers be riding with the Service Provider?"
When Visual IVR is used the customer has the opportunity to state their preferred communication in closed loop.
• Text pre-populated customer does not need to be asked preferred method, simply advise
“When I have secured service. I will send you the name, phone number of the service provider, and their
estimated time of arrival I'll be sending the message to the phone ending in xxx Ok?”
• If not pre-populated as text advise
“May I send you text message about your roadside services?”
• If okay
“Is that (insert number) the best number to text you on?” or “May I have the best number to text you on?”
Nationwide Closed Loop addition
“Do you have the toll free number to call Nationwide in case you need to call back? (Provide the number if they
do not.)”
Click NEXT to move forward.
“Well I do want to thank you for calling _______ (properly brand) Roadside Assistance. Help is on the way.”
“What is the most accurate/best ETA for [Service / Type of Equipment: flatbed/wheel lift] [Towing State, City to
City] other service state [Street] and [City]?”
Do not provide all details upfront; keep it simple as shown above.
If ACCEPTABLE ETA: “May I have your name please?”
If NOT ACCEPTABLE ETA: proceed to call next SP.
Click NEXT to move forward.