Introduction to the Claims Process

If a customer contacts you and asks to make a claim, you must: 1)Complete the Stay connected Cellphone Replacement Service Loss Notice located online at After logging in, select the claim tab. 2)If you are missing information that you need in order to fully complete the Stay Connected Cellphone Replacement Service Loss Notice, you must ask the customer to provide the missing information prior to submitting the claim to Great American Insurance Company for processing. The Loss Notice should include the pre-paid mailer’s or USPS tracking number and if the phone is within its warranty coverage term.

If a customer contacts you and asks to make a claim, you must: (continued) 3)Print off the completed Stay Connected Cellphone Replacement Service Loss Notice and make sure that the customer signs the declaration at the bottom. Proved a copy of the signed Loss Notice to the customer. You MUST retain the original Loss Notice and all associated documents in a safe place, as Great American may ask to see these at any time as part of there audit process. All required documentation must be retained by you until it is confirmed, in writing, by Great American that the documentation can be destroyed or returned to them. 4)If a claim is for accidental damage or breakdown, based upon the criteria shown in the Loss Notice, the phone should be sent to the repair facility with a copy of the Loss Notice.

If a customer contacts you and asks to make a claim, you must: (continued) You must also indicate to the customer that all of the information that is currently stored on the phone, such as, phone numbers, addresses, messages, and pictures may be completely erased. 5)A: If the phone is to be replaced, check your stock to see if you have the same phone in stock. ONLY if you do not have an identical phone in stock should you consult your list of approved alternative phones. Offer the customer a choice for the phone list. Then enter the new phone details and cost onto the Loss Notice and advise the customer that this is a loan unit to use while their claim is being processed by Great American Insurance. Advise the customer that if the claim is accepted then they will be charged the amount of the policy deductible on their next bill. Make sure the phone that is being sent to the repair vendor facility is unlocked.

If a customer contacts you and asks to make a claim, you must: (continued) Loaner units should not be entered in the enrollment system. B: If your store has a specific inventory of loaner phones; you can give the customer a phone from your loaner stock until you receive claim authorization. Do not put the loaner phone from your loaner phone inventory on the Loss Notice. 6)A: You will receive a communication from Great American advising of the coverage decision on the claim. For accepted claims you will need to amend your billing system to not the deductible on the next bill. If the coverage decision has determined that the damage phone is BER, the loaner unit becomes the replacement phone.

If a customer contacts you and asks to make a claim, you must: (continued) B:If your store has a specific inventory of loaner phones; once you receive notice from Great American to give your customer a new phone, you will need to provide Great American with information regarding the new phone. IT IS VERY IMPORTANT THAT YOU PROVIDE REPLACEMENT INFORMATION TO GREAT AMERICAN AS SOON AS POSSIBLE. The claim will not be closed until you provide this information. ***In both cases, do not enter the replacement phone information into the enrollment system. Great American will enter and take care of providing the insurance on it. 7)If the phone has been returned to you because of accidental damage or breakdown, see Appendix A for addition handling requirements.

If a customer contacts you and asks to make a claim, you must: (continued) 8)When a phone is deemed repairable and is returned from the repair facility, the billing system must be amended to note the policy deductible of up to $50 on the next bill. Contact the customer to advise them to collect their phone and also remind them they will be charged for the deductible on their next monthly statement. 9)When a claim is being sent to the repair vendor, you must follow the steps provided in Appendix A.

Appendix A Claims Repair Vendor Process Instructions If a customer enters your store with a phone that has suffered accidental damage or breakdown: 1) Complete the Stay Connected Cellphone Replacement Service Loss Notice located at After logging in, click on the claims tab. Inspect the phone to determine if the phone is repairable. It is very important that you submit the Loss Notice to Great American Insurance Company immediately, as this is the documentation that will be utilized to determine if coverage exists, and if it exists, will be used to settle the claim, as well as, to communicate with the repair vendor. IMPORTANT – Make sure to include on the claim notice the pre-paid mailer’s or the USPS tracking number. Also, let us know if the phone is within its warranty.

If a customer enters your store with a phone that has suffered accidental damage or breakdown: (continued) 2)If the damaged phone is determined to be Beyond Economical Repair (BER), then proceed to step 4 below. BER phones do become property of Great American Insurance Company. 3)If the damaged phone is deemed repairable, indicate to the customer that their phone is being sent to a repair vendor for analysis and repair. You must also indicate to the customer that if it is determined that all of the information that is currently stored on the phone, such as, phone numbers, addresses, messages, and pictures may be completely cleared from the phone. Make sure that phone is unlocked before sending it to the repair vendor.

If a customer enters your store with a phone that has suffered accidental damage or breakdown: (continued) 4)Protect the phone adequately to avoid further damage by securing the phone with packaging material such as bubble wrap. All accessories should stay at the store. Stylist, batteries, chargers, etc. should NOT be sent to the repair facility. 5)If an accessory is broken, a. Submit a claim for any accessory in the same manner they submit a claim for the phone. (Include the price of the replacement accessory on the Loss Notice) b. Contact the adjuster who will advise whether or not to replace the accessory. c. Accessories will be billed as BER phones currently are billed.

If a customer enters your store with a phone that has suffered accidental damage or breakdown: (continued) 6)Mail the phone, along with a copy of the signed Stay Connected Cellphone Replacement Service Loss Notice, to RMS Logistics, LP Diplomat Drive Farmers Branch, TX Phone: (214)

Helpful Hints Warranty Issues A phone is only repairable under the warranty if the phone is malfunctioning. If the phone is damaged, the warranty will not be triggered and the manufacturer will not make repairs. However, the insurance coverage would be triggered in such a situation and would provide coverage. Also, when submitting a claim notice in our new online system, please confirm in the notes section if the phone is currently under warranty. Wear and Tear The Stay connected Insurance Policy does not provide coverage for cosmetic issues, such as scratches. Personal Information on Phones When a phone is sent to the repair vendor, there is always a chance that the information on that phone will be erased and you should alert your customers of this possibility. If the phone is determined to be BER, the information will be erased.

Helpful Hints (continued) Cancellations for non-payment If you cancel someone for non-payment, you need to let Great American know. Great American has to send the customer a letter in the mail stating that their coverage has been canceled. You can send Bill Cleave an with the following information: 1. Certificate Number 2. Customer’s Name and Address 3. Amount they owe DHL or USPS tacking number Make sure you write the tracking number in the notes section of the claim notice. This will help speed up the claims processing time. Inventory List You should always keep your inventory list up to date and send to Bill Cleave on a quarterly basis. If a replacement phone is submitted for payment and it is not included on the list, the claim will be held up until the phone is entered into the system. THE PRICING PROVIDED ON THE INVENTORY LIST SHOULD MATCH WHAT IS CHARGED FOR THE REPLACEMENT PHONE.

If you still have questions… Please contact Bill Cleave by at or phone