geico emergency road service - about our b2b … emergency road service servicer manual table of...

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


2

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.

mailto:[email protected]


http://www.geico.com/about/b2b-services/



3

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











4

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.


5

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.


6

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].

http://www.geico.com/about/b2b-services/



7

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

[email protected].

http://www.geico.com/about/b2b-services



8

Provider Logon

On the Provider Login screen, enter your User ID (same as your Provider Number) and

Password, then select Log In.


9

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


10


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.


11

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.



12

Select Add New Item and the

communication type from the

drop down.

PROVIDER ID AND

EMAIL ADDRESS


13

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


14

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.


Add a User allows you to add

additional associates with their own

sign on, password and roles.


15

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.



16

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.


17

“Old” Billing Procedures From the home page you can view dispatches ready for invoicing:

PROVIDER ID AND

EMAIL ADDRESS


18

Itemized Providers


19

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.


20

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.


21

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


22

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


23

“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:



24

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


25

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.


26

Select edit to make

changes to an invoice

before submitting for

payment.


27

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.


28

PROVIDER ID AND

EMAIL ADDRESS

All changes to the invoice will

be calculated in the invoice total

prior to submission.


29

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.


30

View Payment History

View Payment History is only

available for PO/Dispatches

created in the new system.

PROVIDER ID AND

EMAIL ADDRESS


31

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.



32

Details view with break down for dispatch

Export to Excel button is at bottom of page


33

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


34

From the Provider Reports screen, you can access both the Provider Analysis Reports and

Refusal Calls by Provider Reports.


35

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


36

Provider Refusal Report

Below is an example of the Refusal Calls by Provider Reports page.

Information

here is specific

to each provider


37

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.


38

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

geico emergency road service - about our b2b … emergency road service servicer manual table of...

Documents