PIR REFRESHER

PIR

Preliminary Investigative Report

When Hyundai is requesting the customer to provide documents about the reported accident or incident. The (PIR) process must be followed when a customer contacts HMA claiming the vehicle was not working as designed .

Start

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If its a thermal/fire event

We DO NOT handle it!!!!! You can either complete the questions and transfer the case to CUSTOMER CLAIM TEAM queue. Follow the flow chart.

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PIR CASE HANDLING

Domuntes we will use for the first stage:

• PIR Talk Track
• >Initial Call Processes (Executive, Mechanical, Backorder, PIR, SureCritic, Treatment & Generic)
• Hyundai Document Request Packet.
• PIR Email Templates

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National Initial Call Process/Unable to Contact Customer 2956.1

If the case was previously worked by another CM: "How are you today Customer? My name is _____ from Hyundai Motor America calling on a recorded line and I will be your new case manager assisting with the concern". When unable to reach the customer, begin the Unable to Contact process: Follow the usual contact attempt, same notation and same message on the VM BUT!!!!! On the email, use this template HCCM PIR Packet Email – UTC No Contact and attach the packet and do the attempts with in 24 to 48 hours

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If the customer responds

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Ask these 17 questions to the customer to understand what happened and what is the customer seeking. (If cust wants alternative transportation we must refer them to the insurance)

Give time frame of 6 to 8 weeks for the process. Explained we will need the docs sent back with photos requested on packet via EMAIL (must) They MUST signed the authorization for us to continue (Wait 30days for the documents)

If vehicle is down at DLR, send a DCM- Dealer FYI Only with this template: ATTN Hyundai Dealer - National PIR Case Initiated PIR case has been opened; please advise the dealer not to proceed with repairs until the inspection has been concluded. Customer Name: (enter here) / Case #(enter here): Year/Make/Model Current Miles

+info

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Packet is received completed and authorization signed

Review that all the information requested (from A to K) was sent correctly and the authorization was signed.

Once all the documents are correct, create a WORD document in order from A to K +the authorization and create a PDF.

COPY the CRS from the Siebel file and add it to the Accident/Incident Description box on the LCAAR form.

ATTACH received PIR Packet to the case by creating the activity: 'PIR - Package Received from Cust'.

LCAAR link

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LCAAR PROCESS

LCAAR sent

LCAAR received

If inspection is needed

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No Assistance is recommended

Document on Siebel

Seek legal response

Denial letter

Provide denial over PHONE

Create the activity as outbound, customer & letter.

Once you receive the LCAAR resolution, you MUST contact legal

COPY and PASTE LCAAR response VERBATIM onto the "No Assistance" template (On KC) Any changes must be reviewed by TL

CALL the customer and inform them the Final Determination Letter was sent, then close the case.

Description and Resolution

WHY?

The questions on the LCAAR will be able to be completed with the first questions you did at the beginning of the case

• Once the LCAAR is summitted you will be receive a confirmation email.
• Call the customer to inform them their documents were received and summitted and you will wait for next steps from our internal team.
• Remind customer about the duration of the process (6 to 8 weeks)

How the LCAAR looks?

From now on, you MUST attached every email so sent and receive on the case

Next steps from legal: Will contact theCM via Outlook as previously advised with 1 of the following directives EAA Inspection No Assistance Offer Goodwill

EAA Inspection Recommended

How to request an EAA inspection

No home inspections or inspections at the customer’s place of work. The customer may use Road Side Assistance to tow the vehicle to the dealership for the inspection. CALL and NOTIFY the customer that Hyundai would like to conduct an inspection of their vehicle.

• VERIFY the current location of the vehicle. If the vehicle is not available for inspection, please STOP and notify legal (Janis) via email. DO NOT request an EAA inspection if the vehicle is no longer available.