1.
Introduction:
○ “Services, how can I help you?”
○ “Yes, we can assist with that!”
2. Insurance Info:
○ “Can I have your name and where you're calling from?”
■ (Include the insurance company name and agent name)
■ Ask agent for the PO# if they can't provide it its ok move on.
3. Service Confirmation:
○ “Just to confirm, the service you need today is _______?”
4. Vehicle Info:
○ “What’s the year, make, and model of the vehicle?”
○ "Does the vehicle go into neutral?" (don't ask for roadside)
5. Service-Specific Questions:
○ Ask additional questions depending on the service needed.
○ MUST ALWAYS ADD THE PROBLEM DESCRIPTION…
6. Collecting Information
● "Is it 2WD or 4WD?" (don't ask for roadside)
● "Are the tires in good condition, no damage?" (don't ask for roadside unless tire change)
● If it's a jumpstart request, ONLY ask how many batteries when it's a heavy-duty
vehicle?" (CHECK ON GOOGLE IF NOT SURE OR WITH MANAGER/SENIOR)
● For tire changes, ensure that the customer has a good, accessible replacement tire and that the car
does not have any special locking lug nuts. If they are unsure just proceed with the job and add
notes to the job.
7. Location Details:
● "What’s the exact address of the vehicle?" "
● Is it in an open parking lot or underground?"
● If the vehicle is located on an interstate, ask for:
The pickup zip code
Total miles
At least one drop-off address or zip code
We can provide a price estimate based on this information. If they choose to proceed, be
sure to gather all relevant details such as coordinates, mile marker, and any reference
address. Make sure to collect complete information from A to Z before proceeding.
● Can i have the drop off address (if roadside don't ask)
8. Verify Mileage
● "From pickup to drop-off, it's about [X] miles, correct?" (if roadside don't)
9. Hold for Quote
● "I’m going to get a quote for you. Please hold for a moment and don’t disconnect."
Quote Response:
○ Add 3% surcharge to quote before you provide the quote to insurance
○ “Thanks for waiting. The quote is $_____, and the ETA is 30-60 minutes. For
GOA: (NSD 50%, AXA 40%, others 60%). Payment is required before sending
the driver. Should we proceed?”
10. If Insurance Doesn’t Proceed:
○ “How much is the client approved for? Let me try to get a discount. Stay on the
line.”
○ After a short hold, “ Hey so i got a new price you are looking at$____. Should we
proceed?”
○ Provide ALL insurance lead number if they don't proceed
○ “Ok i will provide you with a reference number so when you call back all the
details can be pulled up…. Let me know when you are ready”
11. If Insurance is proceeding:
Coverage:
○ “Will it be fully covered, or is there an out-of-pocket expense?”
○ If not fully covered, ask the agent to specify the amount and add it to the special
instructions.
13. Client Info:
○ “Can I get the client’s full name and phone number?”
○ “What is the color of the vehicle?
○ If towing, ask if there’s a ride-along.”
14. PO Number Again:
○ “And the PO number, please?”
○ “Can you please add our tax ID to the PO, You can put it anywhere on the PO or
on the email subject.”
○ Provide tax IDs based on entity.
○ Don't mention the entity to insurance that is for internal use only.
■ Safer Road Rescue Inc. - 32077116906
■ Central Roadside Inc. - 32079557594
■ L M C Road Assistance Inc. - 32079557115
■ Rescue Point Roadside Inc. - 32077438087
■ Star Unite Inc. - 88-2682227
■ Nevada Rescue Road Assistance INC. - 93-2840697
16. Send PO to Email:
○ “You can email the PO to hookupwolves@[Link] Let me know
once you’ve sent it.”
[Link] Verification:
○ “I’ll check if we’ve received the PO. Please stay on the line.”
○ Confirm with the senior: “I’m expecting a PO from [insurance company], PO
number [_____]. Can you verify if we received it?”
18. Process Payment:
○ "Please stay on the line while I finalize payment. Don’t disconnect."
i. Add card details from PO to the cc form DO NOT SUBMIT JUST YET WAIT!
○ Payment Processing Steps ( BEFORE YOU SUBMIT CC FORM):
i. scroll down and click “charge card via”
ii. select the correct entity
iii. Click “Pay Now” or Check out
iv. fill out the billing information
v. SUBMIT CC FORM AFTER TRANSACTION IS PROCESSED
vi. Important Guidelines:
If the payment declines:
1. Add detailed notes on TOWING WIZZ, including the number of attempts made and which
merchant was used.
2. If the payment declines via the payment link:
○ Do not attempt to run the payment again through the link.
○ Instead, log into Converge and run the card manually via the terminal.
3. Payment attempts:
○ You can only run the card 2 times.
○ After two attempts, you will need to ask a manager or senior to process the payment
through Chase.
4. Plan for declined transactions:
○ Plan A: Run the payment via the payment link.
○ Plan B: If declined, seniors manually run the card via the Converge terminal.
○ Plan C: If still unsuccessful, have the manager run the payment on Chase.
19. Payment Confirmation:
○ "The card is approved! We’ll send the driver, making us eligible for the GOA." Is
there anything that I can assist you with ?
20. Job Tagging:
○ Tag the job,” insurance name “,needs capture, and team name.
○ Add necessary attachments (e.g., caller ID screenshot and PO)
○ Notes: PO#, Entity and Merchant Transaction ID: (only if payment was charged on
converge manually)
FOR OUT OF POCKET
21. Final Client Confirmation:
○ Call the client to get the OUT OF POCKET payment
○ “Hello, I’m calling from [Towing Company]. Your insurance has contacted us to
arrange your towing service/roadside. Before we proceed, I just need to process
your payment. Once that’s done, my dispatcher will reach out shortly to confirm
the details provided by your insurance and give you the driver's estimated arrival
time.
we just need to process the payment, and then I’ll send my driver over to your location.
(Move to 11B if the client refuse to provide their card information directly)
MOVE TO COD SCRIPT #11A OR #11 B DEPENDING ON THE PAYMENT OPTION CLIENT WANTS
22. Final Steps:
○ Attach any required screenshots (e.g., PO, authorization, payment).
○ Add the notes ON jOB:
■ Converge Entity:
■ OOP (Out of Pocket) Amount: (IF ANY)
■ PAYOUT FEE$: (IF ANY)
23. Move Job:
○ Move the job to "Find Vendor."
○ Add tags that apply: “Authorization text received,” “Needs capture,” and “Team
name.”
No payment is required for Honk, AXA, and Geico. Proceed with the PO and full
job details. It's fine if they don't make a payment; if they choose to provide one,
accept it, but typically, we proceed without payment.
AXA Reminders:
1. Quoting: Only give them the total price when replying to the PO, do not state any
breakdown.
2. Do not provide any information of our vendor (Name or Phone Number).
3. The only services covered by AXA are the following. Those aren't mentioned, we need
to get approval from them first and if not approved, we get the additional funds from the
client as OOP.
*Towing (mostly up to 50 KM only, the rest is an OOP)
*Lockout
*Winchout
*Tire change
4. We need to respond immediately with the quote requests.
5. For any additional services like storage, tire replacement, battery replacement, etc., we
need to get approval first from AXA. If not approved, it will be an OOP for the client.
You can call this number for approval: 1-855-844-6899 or 514-285-8157
AI Honk Calls - Policy and Guidelines NO GOA FOR HONK
1. Never Put Honk on Hold
Honk calls should always be handled promptly without putting them on hold.
2. Honk Jobs Are Accepted Anytime
Honk jobs must be accepted 24/7, regardless of the time or day.
3. No Upfront Payment Required
Honk jobs can be accepted without upfront payment. Never decline a Honk job due to
lack of payment.
No Overquoting Honk
Always provide accurate quotes based on the provided script. Overquoting is not acceptable
Never Ask for Pickup or Drop-Off Address
For Honk IA jobs, do not ask for the pickup or drop-off address. Only request the year, make,
model of the vehicle and miles for the tow (not needed for roadside
How to Provide a Quote
4. Calculate Quotes Based on:
○ Light Duty: $186 (Includes taxes & fees) hook fee + $8/mile.
○ Medium Duty: $315 (Includes taxes & fees) hook fee + $10/mile.
○ Heavy Duty: $569 (Includes taxes & fees) hook fee + $12/mile.
○ Roadside Service: $255 (Includes taxes & fees) flat fee.
○ ETA: 60 MIN
5. How to Provide a Quote
The price breakdown must be clear and simple:
○ “OK, for the hook-up rate, it is $186.00”
○ “And the price per mile is $8.00 per mile”
○ “ETA Is 60 MIN, WOULD YOU LIKE TO PROCEED?”
○ Provide honk ai/agent an all insurance lead number if they don't proceed
○ Ok i will provide you with a reference number so when you call back all the
details can be pulled up…. Let me know when you are ready”
○ “Can i have the P.O #?”
○ If we do not receive the PO via text from Honk AI, ask Honk AI to update our
phone number.↓
○ Beta # (208) 328-8304
6. Be Fast, Simple, and Efficient
● Calls should be quick and professional—avoid unnecessary delays.
7. Time Limit for Honk IA
Honk IA calls should not exceed 2 minutes. Calls that go beyond this time will result in a
deduction from your time.
8. For HonkAI you must create a lead. In the "Additional Info/Instructions" section, please
include a breakdown and total for Honk, like this:
Example:
$186 hook fee + 10 miles x $8 per mile = $266
This ensures your manager quotes the same amount you quoted to Honk AI. There's no
need to add the address to the job; just the year, make, and model are sufficient. If they
call back and proceed, we can gather the rest of the details at that time.