Tier II Calls Sample Clauses
The 'Tier II Calls' clause defines the procedures and conditions under which a party may make a secondary or subsequent request for action, typically after an initial or 'Tier I' call has not resolved an issue. In practice, this clause outlines the escalation process, specifying who can initiate a Tier II call, the circumstances that trigger it, and the timeframe for response or resolution. Its core function is to ensure that unresolved matters are systematically escalated to higher authority or expertise, thereby promoting efficient problem-solving and minimizing delays in addressing outstanding issues.
Tier II Calls. Tier II calls will be handled Monday-Friday, 8:00am - 5:30pm ET, excluding Citizens holidays. A list of Citizens holidays will be provided annually in advance prior to the start of each calendar year. Tier II calls can encompass any of the categories listed in Tier I, with the exception of Mortgage Company and FMAP Inquiries, but generally require more technical and specialized information than is provided at Tier I. Additionally, Tier II calls may provide risk-based underwriting advice and decisions that includes, but are not limited to the following:
3.3.3.1. underwriting policies;
3.3.3.2. reviewing eligibility for coverage;
3.3.3.3. processing policies changes including but not limited to name changes, deductible changes, coverage changes, and processing mitigation credits;
3.3.3.4. reinstating policies after receiving appropriate supporting documentation;
3.3.3.5. canceling policies per the request of the policyholder, agent, or financing company; and,