Page 101 - Sales and Operations Handbook for Managers.pdf
P. 101
a higher level of authority to resolve complaints and should
also involve their Sales Director if further assistance is
needed.
RE CLAIMS and TDI COMPLAINTS - Agents should never
try to resolve these on their own and should always ask
their DSM or RSM for assistance. We need to have a full
understanding of the issue from both sides (the customer
and the insurance carrier) before any actions are taken.
Most of the time the Sales Director and/or the President of
Sales will get involved in these situations. When agents try
to fix a claims matter they sometimes can make things
worse so agents must always ask for help in these
situations. All complaints of this nature must be escalated
to upper management.
A-MAX employees are not allowed to give recorded
statements to anyone (customers, attorneys, insurance
companies, or any outside parties) without prior approval
from the President of Sales.
