Subject: MEXINSURE ESCALATION
From: Edward Doruelo <[email-masked]>
To: Philippines <[email-masked]>
Cc: bernadette <[email-masked]>, gee <[email-masked]>, nyle <[email-masked]>
Date: Tue, 17 Jul 2012 04:48:51 +0530 (IST)

Hello, 

Good Day! 

This is additional information on the 3rd reminders emphasized by LSM India in MexInsure Account. 

3. LSM agents are not licensed to offer insurance advice or information over the phone since they do not have insurance agent license. If a client wants to know specific insurance questions that can't be directed on the website - they should ask if they would like to have an agent call them back (Client will call them back as he is licensed). For the most part, LSM team will provide technical support and website flow guidance. 

These concerns should be escalated to LSM India supervisors via zimbra forwarding chat transcripts as well as the customers contact details. They will be the one who will forward it to the client. 

Please see the chat conversation: 

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Edward: Hi Subir. have concern in MexInsure. In cases that certain customer offered business proposal to the company what will be the appropriate action. Should we instruct them to send an email or we will get their contact details and process a callback. 
Subir Chakma : what is the procedure for normal insurance? do you escalate or ask them to email? 
Edward: Apology Sir. I have this info. It was actually send as reminders, 
LSM agents are not licensed to offer insurance advice or information over the phone since they do not have insurance agent license. If a client wants to know specific insurance questions that can't be directed on the website - they should ask if they would like to have an agent call them back (Client will call them back as he is licensed). 
In cases like this Sir, how can we escalate? Zimbra? 
Subir Chakma : yes email to us- supervisors. escalation is forwarding chat and contact details to us. we will fwd to client. 
Edward: Anything beyond our concern should be escalated to be address accordingly. Thanks 
Subir Chakma : ys. you will only guide them to the relevant website links for assistance. if they ask for advise or suggestions- completely no no.tell them, we will gladly provide further suggestions but by a senior insurance advisor.and then escalate after taking details. 
Edward: Thank you. Noted. Will also inform other ops. 
Subir Chakma : k 

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Best Regards, 
Edward