Claims Management

Our Call Center service handles claim processing and adjudication through a dedicated, toll-free number that is assigned to you, but owned and maintained by eSecuritel.

After the toll-free number routes to our claims department, the subscriber submits a brief oral statement describing the circumstances or events relating to their loss. We may require a written statement, affidavit or other information from the subscriber in order to review the claim.

Depending on the delivery model selected by the carrier, the call center representative either collects the shipping address or informs the subscriber of the closest location to pick up an in-store model. The subscriber's processing fee is also collected by debit or credit card during the call.

Carriers have access to monitor our claims department calls on a weekly basis via remote dial-in access. All calls—100%—are recorded and these records are maintained for a year.

Claims Wizard

eSecuritel's proprietary Handset Issue Tracking System (HITS™) technology allows the call center staff to process claims, check status, review shipment activity and verify eligibility within seconds. When a call comes in, IVR integration automatically brings up current subscriber information, resulting in shorter calls, happier customers and, ultimately, greater profits. In addition to speed, our integrated data and real-time access also contribute to fraud reduction.

Within HITS is an easy-to-use claims wizard that not only customizes how calls are answered, but also provides questions relevant to the specifics of the program. They may also access a recording of each call directly through our HITS product which reduces contention for your subscriber base if ever there is a dispute about a particular call.

Overview of eSecuritel Services

What People Are Saying

"Implementing eSecuritel's wireless handset program enabled us to develop a solution to support our business drivers. In addition, eSecuritel continues to provide excellent service to meet our market-by-market needs."

Project Manager,
Wireless Service Provider

Our technology takes information tracking, operations management and data analysis to a new level of detail in this market. With a highly scalable architecture and functionality, HITS facilitates everything from speedy problem resolution by call center operators to data monitoring and financial analysis by managers.