Name *
Name
Phone
Phone
How did you hear about us?
Specify other
Provided Insurance
Filed Claim
Date of loss
Date of loss
How high is your Building
Will there be access
Schedule date for inspection and time slot
Schedule date for inspection and time slot
Schedule date for inspection and time slot
Time block for appointment *
Time block

Thank you for calling Apex Roofing and Restoration. My name is __________________, How may I be of service to you today?

1. I'd like an estimate ________

2. I got a letter_____________

3. I need a warranty repair____

4. I'd like a status update____

 

 

Before we begin, I need to get a bit of information from you. 

  1. May I please have your name. 

  2. May I have a call back number in case we get disconnected? 

  3. May I please have your email.

  4. And how did you hear about us?

As a local company serving the Texas and New Mexico area for over 40 years, we are happy to let you know that you are dealing with an accredited company of the BBB with an A+ rating.

 

 

 

 

(Continue to fill out Warm Contact Form)

  1. May I please have the street address of the location where the work will be performed?

  2. May I please have the zip code?

  3. May I please have the name of your building insurance carrier?

1. (They provide you with the insurance name)

2. I do not have insurance.

3. I only want an estimate.

4. Why do you need my insurance companies name.

 

 

 

 

I would be very happy to send out one of our damage assessment Site Inspectors. What this individual will do is review the damage and go over your options with you. 

 

Let me just confirm some information

  1. I have your name as:___________________________________

  2. The best phone number we have is:__________________________

  3. The best email we have on file is:____________________________

  4. The address where the needed repairs to be done at is:___________________

Now that I have confirmed all your information lets continue.

 

 

 

 

 

 

 

Since you have insurance, have you filed a claim with your insurance carrier?

 

  1. Yes I have

  1. No, I have not

 

 

 

 

 

You received a letter from us. We send these letters out to the areas that have been identified as being affected by recent storm activity. The areas of the building that get most the damage are the roof, exterior stucco, siding, windows and doors. We would like to be of service to you and schedule a free building inspection. Let me go ahead and get some of your information so we can send the best qualified person out to your building site.

 

 

 

 

 

Since you have filed a claim. It is important for me to inform you of your rights. 

  1. You DO NOT have to send any quotes to your insurance company. 

  2. You have the right to select the repair contractor of your choice.

  3. It is YOUR responsibility to file as complete a claim as possible. The insurance adjuster will only review what you have stated on your initial claim statement.

 

 

 

 

Since you have not filed a claim this is the best way to start. 

  1. We will send out a catastrophe inspector to verify if you have enough damage to file a claim.

  2. They will take some preliminary pics to show the extent of your damage.

  3. They will provide you with a Catastrophe Claims Packet

  4. We will help file a proper claim for you with the information we see. 

  5. We will send our Damage Assessment Claim Filing Form to the insurance company on your behalf.

  6. If you have a mortgage on the property we will work with the bank to help out in this process.

 

 

 

 

 

  1. May we please have the claim number given to you by the insurance company?

  2. May I have your policy number?

  3. On what day did you state the damage happen?

  4. What did you state as the cause of the damage? such as hail or wind.........

 

 

 

 

 

 We are almost done here. I need to confirm some information with you, before we send out a damage site inspector.(READ BACK THE INFORMATION YOU HAVE ON WARM CALL FORM) 

I have your name as_____________________

  1. The name of the person making the decisions is____

  2. The phone number on file is____________________

  3. Your email shows_____________________________

  4. The location where the work will be performed is__________________________________

  5. The name of your insurance company is________________________________________

  6. What is the damage or repairs necessary?

  7. Is this a 1 or 2 story building?

  8. Will we have access to the entire property at time of inspection?

I am ready to schedule your appointment for you.

 

 

 

 

I have all the information that I need to be able to schedule an appointment for you today. our appointments are scheduled in blocks of time. 

Would you like a morning or afternoon appointment? 

Morning appointments  are from 7am to 10am or10 am -to 1pm, and afternoon appointments are from 1pm- 3pm or or 3pm to 7pm.  Which would you preffer. 

(WAIT FOR ANSWER)

Can I please place you on a brief hold while I look for the best available time slot?

(PLACE CALLER ON HOLD AND LOOK AT GOOGLE CALENDAR)

Our next available time slot we have for an appointment is ________________________________, will this work for you.

The time frame necessary to properly asses the damages takes approximately 45 minutes to 1 hour. Due to the high volume of calls we have been receiving, we will need the following to best serve your needs. 

  1. Access to the entire building site including the rear of the building.

  2. The person making the decision to be on site.

 

 

The reason we ask if you have insurance is that when we look at your building, we will identify what may have caused the problems. If the cause of your problem is due to something that is covered by the insurance company they may cover all your cost to have the repairs fixed. 

May I please have your insurance carriers name?

(They give you the insurance company name) 

I don't want to give you that information.

 

 

 

 

The reason we ask that the person making the decisions to be on site during our inspection is that when our inspection is over the site inspector will be showing you all the necessary pictures and data to make an informed decision. Wouldn't you like to have all the information avaialable to you when repairing the most valued investment you have being your building?

 

 

 

 

 

.

 

 

 

 


I would be happy to help you with this request. I need some information first. 

  1. (enter date)

  2. May I please have your name?

  3. May I have a phone number in case we get disconnected?

  4. May I please have an email 

  5. Do you know or have your job id number?

  6. Is this just a general request on your status or is there a specific item that yo u would like an update on? (enter specific details in "Message")

Thank you for this information. I have created a status update request and one of our senior account managers will get in touch with you in by (Select the appropriate response)

  1. if call is before 1pm then the response will be: the end of today's business day

  2. If the call is after 1pm then you would say: by the end of business day tomorrow

 

 

 

 

 

I would be very happy to send out one of our damage assessment Site Inspectors. What this individual will do is review the damage and go over your options with you. 

Let me just confirm some information

  1. I have your name as:___________________________________

  2. The best phone number we have is:__________________________

  3. The best email we have on file is:____________________________

  4. The address where the needed repairs to be done at is:___________________

Now that I have confirmed all your information lets continue.

 

 

 

 

 

Before I close out my screen, are any special notes or instruction that I need to be aware of? 

(FILL OUT NOTES ON CALL FORM)

Thank you for your time. It has been a pleasure to speak with and serve your needs. Was I able to address your needs today?

 

(Close out Form and send to proper department.)