AWR Claims Checklist

NAME_____CLAIM #_____DATE/TIME_____

THANK YOU FOR CALLING AMERICAN WATER RESOURCES. HOW CAN I ASSIST YOU? (INFO)

Willingness Statement – (I can help you with that, I’d be happy to look into this for you, or similar
statement)

VERIFICATION – Who do I have the pleasure of speaking with today?

• NAME

• USE CALLER’S NAME

(ask the caller’s name, the account holder’s name, and the relationship of the caller to the
account holder)

• ADDRESS (and billing if different) or CLAIM # (if provided no further verification needed)
(make sure spelled correctly on the account)

• PROBING QUESTIONS Virus Questions

• CHECK SAP/CRM/ETS
(header of account/claim, billing section of account/claim, or billing section of enrollment
record)
(check CRM if non-affiliated state; check SAP if affiliated state)

• CHECK EFFECTIVE DATE

Set up CLAIM or explain DENIED CLAIM

• PHONE AND EMAIL – Ask for best phone # for the contractor to reach the customer

• SERVICE FEE (if applicable)- USE iGUARD/SIP or PAYMENT BY PHONE OR DIRECTLY TO

CONTRACTOR
o NTR Summary- Document if fee was/was not collected
o Activity Log- Document CC type, confirmation # (CRM)
o Give Confirmation Number to the customer
o Add to Summary for Contractor

• SAVE CLAIM
o Auto-select top-ranking contractor
o If a lower-ranking contractor is selected, supervisor approval is required
o Activity log - why a lower-ranking contractor was selected, and Supv. approval

• GIVE CLAIM #

• TIME FRAME (exclude saying 24 hrs)

• EXPLAIN T&C’s (if applicable)

Nov ember 2 0 20 1
AWR Claims Checklist
• ADVISE OF FOLLOW UP
o Dispatch notifications by SMS (text) or email
o Follow up call in 3-4 days

ENDING THE CALL

• GIVE AWR PHONE NUMBER (or confirm customer has; 866.430.0819) & WEBSITE
(AWRUSA.com)

• RECAP,GIVE MY NAME, THANK YOU STATEMENT

Nov ember 2 0 20 2