Wireless Customer Solution
Wireless Customer Solutions, Inc. (“WCS” or “Storefront”), a wholly-owned subsidiary of Asurion Corporation, was founded in early 2007 to more broadly leverage Asurion's interactions with consumers. In short, Storefront is a value-added sales organization that sells products and services directly to the consumer.
Contract Renewal Solution
Contract Renewal is designed to:
Contract renewal eligible subscribers will be presented with an option to hear more about renewing their carrier contract by the Asurion IVR, a touch tune/voice recognition system, when they call into Asurion to file a claim.
Daily, Asurion will receive a file from the carrier that contains information on subscribers eligible for contract renewal.
When the caller enters their 10-digit mobile number into the FEIVR system, eligibility will be determined and if the caller indicates they are filing a new claim, they will hear specialized messaging informing them that they are eligible to renew their carrier service agreement. At that point they will be prompted with an option to 1) talk to a WCS agent to renew their contract or 2) to continue filing an insurance claim. If the customer chooses to hear more about the contract renewal offer, then they will be transferred to a WCS agent. If they chose to file a claim, they will stay in the claim call flow path to hear the standard messaging.
The diagram below shows the subscriber routes for (1) filing an insurance claim or (2) hearing more about the carrier contract renewal option from a WCS sales agent.
Renewal Eligibility
Daily, Asurion will receive a file from the carrier that contains contract renewal eligible subscribers by mobile numbers. When the subscriber calls into the Asurion IVR system the system will look up the caller's mobile number to see if they are on the contract renewal eligibility list. If yes, the caller will hear specialized messaging pertaining to renewing their contract with the carrier.
The list of eligible subscribers is updated daily by the carrier and provided to WCS.
Note: WCS sales agents may be updating the carrier systems real time with the renewal transaction so these subscribers will fall off the carrier eligibility list m less than 24 hours.
Each WCS sales agent will confirm the subscriber's contract renewal eligibility by the carrier system at the beginning of the transaction. This carrier system contains all of the customer's wireless account and billing information in it.
Filing a Claim
Subscribers have the option to file a claim on their original handset per their insurance agreement before or after the carrier contract renewal transaction. The subscriber is presented with the claim filing option in the following circumstances:
No changes are necessary to the Asurion claim processing procedures in order for the subscribers to file a claim on the original handset. The Asurion claim verification department will confirm the claimed handset was active at the time of loss before processing the claim.
Customer Options
Contract renewal allows subscribers to renew their contract and take advantage of the carrier special offerings including an upgraded handset. Subscribers will have another option for their money besides paying for an insurance claim deductible. They can use the money on upgrading their handset with a renewal. The customer can upgrade to a more feature enhanced phone model and retain insurance coverage.
Insurance Coverage on the New Handset
The contract renewal transaction is independent of Asurion and/or the insurance claim processing transactions. WCS sales agents will complete the same process completed today by the carrier or other direct agents of the carrier. The customer will be offered to keep the existing account setup (including handset insurance).
Enrollment and Cost of Coverage
Technical Requirements
Specific processes will be leveraged to manage the WCS Contract Renewal solution including:
Number | Date | Country | |
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61112426 | Nov 2008 | US |
Number | Date | Country | |
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Parent | 17365876 | Jul 2021 | US |
Child | 17553572 | US | |
Parent | 17102107 | Nov 2020 | US |
Child | 17365876 | US | |
Parent | 16847120 | Apr 2020 | US |
Child | 17102107 | US | |
Parent | 16558913 | Sep 2019 | US |
Child | 16847120 | US | |
Parent | 16242219 | Jan 2019 | US |
Child | 16558913 | US | |
Parent | 15982390 | May 2018 | US |
Child | 16242219 | US | |
Parent | 15589073 | May 2017 | US |
Child | 15982390 | US | |
Parent | 15275721 | Sep 2016 | US |
Child | 15589073 | US | |
Parent | 15040282 | Feb 2016 | US |
Child | 15275721 | US | |
Parent | 14752083 | Jun 2015 | US |
Child | 15040282 | US | |
Parent | 14546701 | Nov 2014 | US |
Child | 14752083 | US | |
Parent | 14227545 | Mar 2014 | US |
Child | 14546701 | US | |
Parent | 13961487 | Aug 2013 | US |
Child | 14227545 | US | |
Parent | 13693486 | Dec 2012 | US |
Child | 13961487 | US | |
Parent | 13453400 | Apr 2012 | US |
Child | 13693486 | US | |
Parent | 13230289 | Sep 2011 | US |
Child | 13453400 | US | |
Parent | 13019064 | Feb 2011 | US |
Child | 13230289 | US | |
Parent | 12819496 | Jun 2010 | US |
Child | 13019064 | US | |
Parent | 12614811 | Nov 2009 | US |
Child | 12819496 | US |