AGWS Corporate Overview - Flipbook - Page 17
Customer Service
Our Call Center is organized into four divisions:
Claims Adjusting is a direct-response unit that
responds to client Dealers and repair facilities
to develop a new claim, evaluate coverage,
and find cost-effective solutions within the
terms and conditions of the service contract.
This 25-member team is further divided into
Auto, Powersports, RV, Marine, and Medium/
Heavy Duty Truck specializations.
Customer Service is a team dedicated to front
line contact with consumers seeking information
concerning details about their policies. This team is
a valuable resource that can accurately assist our
Customers with every single program and policy we
offer. Our Appearance Claims team is a specialty
unit that operates within Customer Service focusing
on EcoProProducts claims processing.
Claims Processing is a team dedicated to the
efficient delivery of claims payment to client
accounts, repairers, and consumers, based on
a review of acceptable documentation. This
unit is sub-divided into several functions that
include Clerical, Appraisal Dispatch, Reviewing
Processors, and Appearance Claims Payment.
GAP Claims Processing is a team that works with the
more challenging requirements of the Guaranteed
Asset Protection (GAP) program. The focus of this
team’s work is to obtain documents that support a
GAP claim where a consumer has suffered a total
loss of their vehicle and is still responsible for the
outstanding loan value and the vehicle’s actual
cash value.
Asset Management & Underwriting Control
The control functions carry over to two additional units working in unison with the Customer Service team:
The Quality Assurance/Asset Management team is focused on the internal review of our Customer
Service Representatives and how they are meeting the AGWS-required standards for telephone
courtesy, coverage accuracy, claim adjusting standards, and documentation. The Asset Management
team is responsible for the review of client Dealer accounts, reporting internally and externally on
accounts that have trended negatively, and investigating the nature in the changed claim’s activity.
The Underwriting team is dedicated to the review of new and existing programs, and the evaluation of
rates and product offerings in coordination with our insurance carrier, compliance team, and technology
groups. This team regularly evaluates proposals across disciplines to include our Sales
and Marketing, Customer Service, and Asset Management teams.
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