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GEICO
Emergency Road Service
Servicer Manual
Last updated: May 2015
GEICO Emergency Road Service Servicer Manual
Table of Contents
1
IMPORTANT CONTACT INFORMATION .................................................................................. 2
ERS ZONE REPRESENTATIVES................................................................................................... 3
PROVIDER EXPECTATIONS ......................................................................................................... 4
SPECIAL CONTRACTS ................................................................................................................... 6
SECONDARY ACCIDENT ACCOUNT ............................................................................................................................ 6 RV ACCOUNT ............................................................................................................................................................ 6
EMERGENCY ROADSIDE PROVIDER BILLING PORTAL .................................................... 7
ACCESSING THE WEB SITE ........................................................................................................................................ 7 PROVIDER LOGON ..................................................................................................................................................... 8 UPDATE BUSINESS INFORMATION.............................................................................................................................. 9 UPDATE BANKING INFORMATION ............................................................................................................................ 13 MANAGE USERS ...................................................................................................................................................... 14 ADD ACCOUNT USERS ............................................................................................................................................. 15
PROVIDER PAYMENT PROCESSING ....................................................................................... 16
CHANGES TO GEICO’S DISPATCH SYSTEM ............................................................................................................. 16 TIPS TO EXPEDITE PAYMENT PROCESSING............................................................................................................... 16 “OLD” BILLING PROCEDURES .................................................................................................................................. 17
Itemized Providers ............................................................................................................................................. 18 Flat Rated Providers ........................................................................................................................................... 19 Adjustments ....................................................................................................................................................... 20 Adjustments – Flat Rate ..................................................................................................................................... 21 Adjustments – Itemized...................................................................................................................................... 22
“NEW” BILLING PROCEDURES ................................................................................................................................. 23 Traditional Invoicing .......................................................................................................................................... 23 Taxes .................................................................................................................................................................. 29 View Payment History ....................................................................................................................................... 30
PROVIDER PERFORMANCE REPORTS ................................................................................... 33
PROVIDER ANALYSIS REPORT ................................................................................................................................. 35 PROVIDER REFUSAL REPORT ................................................................................................................................... 36 REFUSAL REASONS .................................................................................................................................................. 37
ERS DISPATCH ABBREVIATION GUIDE ................................................................................. 38
GEICO Emergency Road Service Servicer Manual
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IMPORTANT CONTACT INFORMATION
24 Hour Call Center Number: 800-424-3426
If you need to clarify any information given to you by a GEICO dispatcher
If you have difficulty locating a GEICO customer
If you are unable to meet your ETA
If the GEICO customer is Gone on Arrival (GOA)
If the type of service needs to be changed
Billing Support Email: [email protected]
If you have billing questions about specific PO’s
Responses to inquiries will be received the same business day if submitted
prior to 2PM EST. Any inquiries received after 2PM EST will be responded to
the following business day.
Servicers Support Number: 800-522-7775 or [email protected]
Address changes
Online password changes or resets
Questions regarding rates
Questions regarding coverage area
24 Hour Fax Number: 855-803-7981
If you need to fax documents to GEICO regarding your account
o Ensure each page includes your service number/provider ID
Billing Address: GEICO
ATTN: Emergency Road Service Billing
P.O. Box 8075
Macon, GA 31208-8075
Web site: http://www.geico.com/about/b2b-services/
Digital Dispatch: GEICO can now dispatch digitally. If your software provider
has not connected with GEICO digital dispatch, have them contact
Kay Martin at [email protected] or 469-964-8714 to be
connected.
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ERS ZONE REPRESENTATIVES
Zone 1 Deborah Fennell Cell: (478) 538-3411 [email protected]
Zone 2 Dale Hamlin Cell: (478) 538-5656 [email protected]
Zone 3 Tim Ferro Cell: (813) 765-1790 [email protected]
Zone 4 Lesli Caldwell Cell: (972) 978-0149 [email protected]
Zone 5 Brent Johnson Cell: (478) 951-6089 [email protected]
Zone 6 Josh Holloway Cell: (478) 538-1308 [email protected]
Zone 7 Dwayne Fuller Cell: (478) 538-0331 [email protected]
Zone 8 Dale Hamlin Cell: (478) 538-5656 [email protected]
Zone 9 Aaron Griffin Cell: (478) 538-0362 [email protected]
Zone Manager Kay Martin Cell: (469) 964-8714 [email protected]
ZONE 4 – LESLI CALDWELLZONE 3 – TIM FERRO
ZONE 2 – DALE
HAMLIN
ZONE 1 – DEBORAH FENNELL
ZONE 5 – BRENT JOHNSON
ZONE 6 – JOSH HOLLOWAY
ZONE 7 –
DWAYNE
FULLER
ZONE 8 – DALE HAMLIN
ZONE 9 – AARON
GRIFFIN
GEICO Emergency Road Service Servicer Manual
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PROVIDER EXPECTATIONS
GEICO continuously monitors the performance of our contracted service providers. As a
contracted service provider you will be evaluated using the following performance
metrics:
Acceptance ratio (within assigned coverage area).
Complaint ratio (ratio of complaints vs. calls taken).
Customer Service Survey results.
Average ETA.
% GOAs (Gone on Arrival).
Average Claims Cost.
Call volume and coverage area will be assigned based on your performance.
It is your responsibility to contact your ERS Zone Representative if your coverage area
changes or if you are unable to accept calls for an extended period of time.
In addition to the performance metrics listed above, we expect our contracted providers to
consistently operate within the guidelines listed below.
Acceptance ratio of 90% or better within assigned zip codes.
45 min or less ETA on calls within assigned coverage area.
Honoring ETA’s is very important to your customer satisfaction, and will
often result in customer referrals—
* A WIN-WIN for your business *
Ensure your dispatcher tells your driver what ETA was communicated to the
customer.
Advise your dispatcher(s) to ensure they receive an accurate location of the
disablement from GEICO Dispatch.
If for any reason the ETA commitment cannot be met, you, your dispatcher or
your driver MUST call the customer and/or GEICO Dispatch to advise of the new
ETA and provide a reason for the change.
In order to receive approval for a GOA (Gone on Arrival), you must call while the
driver is at the disablement site. GEICO will verify that the member is gone.
If the driver is more than 15 minutes later than your ETA, a GOA will not be
issued.
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If you notify GEICO that the driver is running late prior to the expiration of
your original ETA, your ETA will be extended if the new ETA is accepted by
the customer.
All invoices must be submitted within 60 days of service.
Contact dispatch if extra equipment may be required for services to be rendered.
Failure to operate under these guidelines could lead to reduced call volume or termination
of your agreement.
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SPECIAL CONTRACTS
Secondary Accident Account
You agree to pay for the release of the policyholder’s vehicle from a
storage/tow/repair shop lot. GEICO will reimburse the cost of the payout and
your contracted tow charges.
Billing Options for Secondary Accident:
In order to receive payment for a Secondary Accident Tow, the invoice and
payout receipt can be submitted three ways:
Fax: 855-411-1689
Email: [email protected]
Mail: GEICO ERS Billing
PO Box 8075
Macon, GA 31208-8075
Please note that Secondary Accident invoices
CANNOT be submitted online
RV Account
You agree to specific price amounts for providing service for medium and heavy
duty RVs.
Billing Options:
Mail: GEICO ERS Billing
PO BOX 8075
Macon, GA 31208-8075
Submit online at http://www.geico.com/about/b2b-services/
Note: You must be enrolled to use internet billing. If not enrolled, contact Provider
Support at 1-800-522-7775 or send an email to [email protected].
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EMERGENCY ROADSIDE PROVIDER BILLING PORTAL
Accessing the Web Site
Access our Web site: http://www.geico.com/about/b2b-services
Once the webpage appears, select “What type of business partner are you?” from the drop
down – Tow Provider (Emergency Road Service) and click on Visit the Emergency
road service (ERS) provider site. Note: You must be enrolled to use internet billing. If
not enrolled, contact Provider Support at 1-800-522-7775, or send an email to
GEICO Emergency Road Service Servicer Manual
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Provider Logon
On the Provider Login screen, enter your User ID (same as your Provider Number) and
Password, then select Log In.
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Update Business Information
From the home page you can view and and request changes/updates to your existing
provider information.
PROVIDER ID AND EMAIL ADDRESS
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PROVIDER ID AND EMAIL ADDRESS
Click on link in Business Profile to update information:
Basic – to change Mailing Address and Owner/Primary
contact information. The Business name, IRS Business
Name, Tax Payer ID and Tax Payer ID Type cannot be
changed.
Communication – to update or add phone numbers for
dispatch, business or other locations
Bank – to update or add preferred Payment Method
(EFT or check), Billing Address and EFT information
All other request can be sent to Provider Support
through Request Update.
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You can update and add phone
numbers for multiple dispatch
locations as well as billing,
business, etc. when you select
change location.
All locations/address types on file
will display for you to select for the
updates.
PROVIDER ID AND EMAIL ADDRESS
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Select Add New Item and the
communication type from the
drop down.
PROVIDER ID AND
EMAIL ADDRESS
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Update Banking Information
From the home page or the Business Profile page you can add and/or update your
banking information for EFT payments. Prior to the initial entry of banking information
you will be prompted to accept a legal agreement. Subsequent edits/updates will not
require this step.
Choose your Preferred Payment Method from the drop down.
EFT – Requires you to enter banking information for the
account GEICO payments will be deposited.
Check – Does not require banking information, but you will
need to confirm mailing address. If check is selected,
individual checks will be mailed to this address for payment
on each service billed.
PROVIDER ID AND
EMAIL ADDRESS
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Manage Users
From the home page under Manage Profile, you can manage user profiles to include
adding and/or deleting profiles for employees and unlocking employee passwords.
Your Provider ID # will be the User Name for the Master account (which will have
permissions for all roles). Any subsequent users added will be assigned a User Name
consisting of the Provider ID and two addition numbers (i.e. CO1481500 – Master,
CO148150002 – 1st Additional User, CO148150003 – 2
nd Additional User)
The Master User will have access to unlock accounts for all additional users, add new
users, and edit user roles and profiles.
Edit allows you to update name,
email, and roles and to change
password.
PROVIDER ID AND EMAIL ADDRESS
Add a User allows you to add
additional associates with their own
sign on, password and roles.
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Add Account Users
The Manager role has access to Billing, Dispatch and Profile Maintenance.
The Billing role can view, edit and submit invoice/billing information.
The Dispatch role can view recent dispatch history, but has no billing access.
The Profile Maintenance role has access to view and edit basic account profile
information (address, phone number, etc.).
This is a temporary
password. The user
will be asked to
change their
password upon initial
sign in.
PROVIDER ID AND EMAIL ADDRESS
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PROVIDER PAYMENT PROCESSING
Changes to GEICO’s Dispatch System
As we move into 2015 we will be updating our internal dispatch system which will also
make way for improvements to our online billing portal. We appreciate your support as
we transition into our new system. During this transition we will be dispatching out of
both our “old” and “new” dispatch systems. While there will be no changes to
PO/Dispatches created in the “old” system, PO/Dispatches created in the “new” system
will see changes in billing procedures and reconciliation. Any PO/Dispatch created in the
“new” system will begin with a “G” and will need to be billed using the new procedures
found on pages 27 - 34. Please note that reconciliation for these PO/Dispatches will also
be available online. There will temporarily be no reports available for PO/Dispatches
created in the “new” system.
Tips to Expedite Payment Processing
To ensure prompt payment, all invoices must be received within 60 days of service
delivery.
The following must be included on ALL invoices:
Servicer Account Number.
Invoice/purchase order/dispatch number.
Policyholder name, address, and signature.
The type of service provided. (e.g.; jump, tow, gas, etc.)
o In the case of a tow, note the tow-to location.
If billing mileage, identify separately.
GEICO does not reimburse costs for:
Parts and repair work performed at a repair facility/service station.
Repairing flat tire(s), plugging tires or air.
Oil or loaned battery.
Impound towing storage charges.
Note: Payment is subject to policyholder contacting GEICO ERS dispatch before
services are rendered. When a GEICO policyholder contacts you directly please have
them call GEICO ERS dispatch in order to verify applicable coverage.
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“Old” Billing Procedures From the home page you can view dispatches ready for invoicing:
PROVIDER ID AND
EMAIL ADDRESS
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Itemized Providers
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Flat Rated Providers
Flat rate providers are automatically paid base rates and DO NOT bill for the service, just
adjustments.The dispatch number will pre-fill for you to enter adjustments.
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Adjustments
If payment has been made and/or dispatch number is not available on the View Dispatches
Tab you will need to select make an adjustment, select Adjustments.
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Adjustments – Flat Rate
From the Provider Billing screen;
*Adjustment Reasons – Clean Fluid, Extended Waiting, Extra Mileage, Glass Clean-up,
Mileage, Other, Restricted Roadway, Storage Fee, Tax, Tolls
Enter Dispatch number
(IF NOT PRE-FILLED)
and reference number – reference number is your tow
ticket/invoice number and can be
left blank
Enter adjustment reason* from the
dropdown and adjustment amount
Enter Gross unloaded & Gross
Loaded Miles and any comments
Automatically totals your
adjustments – Flat Rate providers
does NOT include base rate
FLAT RATE
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Adjustments – Itemized
*Services available: Dollies, Flatbed, Fuel, GOA Jump Start, Locksmith Service, Lock
Out, Light duty Tow, Storage, Tire Change and Winch – Base rate for service must be
entered in the totals box – adjustments will automatically be added.
ITEMIZED
Enter Dispatch number
(IF NOT PRE-FILLED)
and reference number – reference number is your tow
ticket/invoice number and can
be left blank
You must select service
provided from drop down
list* – this is how you are
paid your base rate
GEICO Emergency Road Service Servicer Manual
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“New” Billing Procedures
When billing PO/dispatches from the new system, the invoice page has a different look
and the rates are visible. An “Invoicing Tour” is also included when invoicing
PO/dispatches from the “new” system.
Invoices are available for billing 48 hours after the date/time of service.
Traditional Invoicing
From the home page you can view dispatches ready for invoicing:
PROVIDER ID AND EMAIL ADDRESS
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All invoices will need to be billed
individually. List may include dispatches
from the “old” system also.
Use arrows to see different pages or use
search to find dispatches for a specific date
range or individual dispatch or claim.
PROVIDER ID AND
EMAIL ADDRESS
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Upon opening a Traditional
invoice you can print, edit or
submit for payment.
Invoice list will return to the
previous list.
PROVIDER ID AND
EMAIL ADDRESS
This will give you an “Invoicing Tour” – use mouse to
hover over item you have question about. Uncheck box
to turn off - Can be re-checked at any time.
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Select edit to make
changes to an invoice
before submitting for
payment.
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Select add Additional Charge,
Add Service or Add Mileage to
edit the invoice prior to
submitting for payment. Ensure
that you include notes for any
changes to invoice to avoid
delays in payment.
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PROVIDER ID AND
EMAIL ADDRESS
All changes to the invoice will
be calculated in the invoice total
prior to submission.
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Taxes
If tax doesn’t pre-fill automatically you can manually enter tax by selecting Add
Additional Charge and select Fees from the drop down; under Charge, select Taxes.
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View Payment History
View Payment History is only
available for PO/Dispatches
created in the new system.
PROVIDER ID AND
EMAIL ADDRESS
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Payment history can be view by selecting a date range for “Dispatch
Date” or “Issued Date”, Invoice/Dispatch # or Claim #.
System defaults to the last 7 days – Dispatch Date.
Issue Date is date payment was made
Payments can be viewed as a total amount by PO/Dispatch # as seen
below, by selecting the Details button to see a breakdown of charges
for an individual PO/Dispatch or by exporting to Excel.
PROVIDER ID AND EMAIL ADDRESS
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Details view with break down for dispatch
Export to Excel button is at bottom of page
GEICO Emergency Road Service Servicer Manual
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PROVIDER PERFORMANCE REPORTS
Provider Activity and Refusal reports are currently only available for PO/Dispatches created in
the “old” system.
These reports are management tools for you and GEICO alike. The reports can assist you in
evaluating/monitoring your operations, evaluating employees, analyzing your telephone
capacity, and determining revenue lost to refusals. This report can also help you maintain your
acceptance level at the required minimum of 90%.
Please review your reports daily, and if you have any questions or concerns do not hesitate to
contact your Regional ERS Zone Representative.
For online report access, refer to the following pages.
To review performance or refusal reports select Provider Reports:
PROVIDER ID AND
EMAIL ADDRESS
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From the Provider Reports screen, you can access both the Provider Analysis Reports and
Refusal Calls by Provider Reports.
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Provider Analysis Report
Below is an example of the Provider Analysis Reports page. Use the Previous Four Months and
the Next Four Months links – located mid page – to view additional reports.
To return to the previous screen, select Return to Provider Reports link—located at bottom right
of page.
Information
here is
specific to
each provider
GEICO Emergency Road Service Servicer Manual
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Provider Refusal Report
Below is an example of the Refusal Calls by Provider Reports page.
Information
here is specific
to each provider
GEICO Emergency Road Service Servicer Manual
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Refusal Reasons Following are explanations of Refusal Reason entries found on Refusal Calls by Provider
Reports.
No Ans: No Answer-- Number Disconnected, Voice Mail, Answering Machine, No answer after
several rings, etc. Multiple attempts to make contact are not required before contacting another
service provider.
Line Bus: Line Busy-- Multiple attempts to make contact are not required before contacting
another service provider.
ETA: Unacceptable ETA--Servicer has given an ETA over 60 minutes.
Area/Tow: Tow Destination Out of Area--Servicer states that the policyholder's requested tow
destination is out of their service area.
Area: Disablement Out of Area--Servicer states that the policyholder's vehicle is located outside
of their service area.
RR: Restricted Roadway--Servicer states they are not permitted to handle calls on restricted
roadways. Note: RR refusals do not negatively impact the servicer’s acceptance ratio.
Refused: Refused to Service--Provider refused to service policyholder (No trucks available,
accepting cash calls only)
On-Hold: On-Hold too long--on-hold 3 minutes or longer.
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ERS DISPATCH ABBREVIATION GUIDE
ERS Dispatch Abbreviation Guide
@ AT MI Miles
4WD Four Wheel Drive MRPH Mr. policyholder
ABT About MSPH Ms. Policyholder
ADV Advise N/A Not Applicable
ALRM Alarm NDLR Nearest dealer
APPX Approximately NRF Nearest Repair Facility
AWD All-Wheel Drive NWL No wheel locks
B/C Because O/M Over mileage
B/T Between ON ST On street
CB Call back P/F Passenger front
CCRF Customer chose repair facility P/G Parking garage
CCTGH Customer chose to go home P/L Parking lot
CLLR Caller P/R Passenger rear
COV'D Covered PASS Passenger
CVR(D) Cover(ed) PCRF Provider chose repair facility
D/F Driver front PH Policyholder
D/R Driver rear PROV Provider
DLR Dealer REQ Request
DRV Driver RESP Responsible
DRWY Driveway RF Repair facility
ELEC Electric RPR Repair
EST Estimated RWD Rear wheel drive
ETA Estimated time of arrival SAB Side Air Bag
EXPL Explained S/O Stalled out
FLAT/N Flat Tire/No Spare STTD Stated
FWD Front wheel drive UNK Unknown
GOA Gone on arrival VEH Vehicle
GRF Guaranteed repair facility VM Voice mail
GRPB GEICO referred Pep Boys W/ With
HM Home W/IN Within
HWY Highway W/O Without
INV Invoice WCIL Will call if late
L/O Lockout WHT White
MAN Manual WNS Will not start
MEDS Medical concerns/conditions