Liability and FDR
Rental
Repairs
ETA
AB and BI
100
Third party lane changed in front of the Insured. Third party established his position in the lane and then the light turned suddenly red and Third party had to stop abruptly. Insured hit third party from behind.
What is At Fault and FDR 6.2
100
Insured owns a Toyota Corolla and would like Honda CR-V as a rental. Would she be entitled to this rental, why or why not?
Insured would not be entitled to the rental since it is not comparable in size
100
Which Service do we consider our "WoW Factor"
What is Valet
100
What does ETA Stand for?
Early Tow Appraisal
100
Insured is a Passenger in his Friends Vehicle. His Friend is insured with Intact. Which insurance company will cover Ni's AB claim? What kind of Claim is this?
What is his own (Aviva) / AB only claim
200
Third party parked illegally in front of a residential fire hydrant. Insured reversed out of his driveway and hit TPV. Insured argues that if third party wasn't there then there would be no accident.
What is At Fault - FDR 17.1
200
Who is our preferred rental company
Enterprise and Discount
200
what are the three authorization forms that need to be signed by the insured during the valet process
What is tow, rental, repairs
200
What is the Purpose of ETA
to save costs on towing and storage for potentially non repairable vehicles
200
Ni looses control of NIV. Ni goes in a ditch. Ni calls in and sees he has Liability of 1,000,000 and AB Coverage. What claim are we opening up for NI
What is AB. Ni cannot claim BI against his own policy
300
Insured made a left hand turn into third Party. Insured advised that third party ran a RED LIGHT. Upon further investigation, third party was not charged.
What is At Fault - FDR 12.5
300
What is the rental limit for a Theft Claim if the insured has no Loss of Use but has comprehensive coverage
What is $900
300
What is process in the case that insured's vehicle is drivable but they would like to go to NPBS for repairs
recommend to do estimate at PBS and we will send the estimate to NPBS once recieved
300
Name 3 occasions where we would not ETA
Coverage Issue claims Drivable vehicles Heat Claims Work Order signed If vehicle is at a public place vehicles are 3 years or newer
300
In Claims Center, we refer to _______ in order to open up BI?
We refer to Casualty
400
Insured was involved in a chain rear accident with two other vehicles. Insured was in motion at the time he was rear ended and pushed into another.
What is At Fault FDR 9.3
400
What are the restrictions and process for giving a rental to an underage driver of 18-20?
Must have Collision and Comprehensive Up to a full size vehicle Underage Fee
400
Insured's vehicle is at NPBS but would like to use PBS. What steps would you take in attempt to move vehicle to PBS?
Confirm no work order was signed Confirmed Vehicle is released Arrange PBS to tow Vehicle from NPBS Book VI at NPBS if uncertain if we can move NIV
400
What tool do we use to determine if a vehicle is ETA? What are the requirements?
We use the ETA score card. Must be 10 points or more.
400
What AB service would you be offering if insured is claiming for AB?
Preferred Provider Network Referral (PPN)
500
Insured looses control and hits a pole due to third party attempting a lane changed into Insureds lane. There are no witness, no tp information or evidence of impact coming from TP.
What is AT fault, SVA
500
If non Preferred Rental Company Calls in to request an extension, what information are we looking for to determine the amount of rental days.
Estimate / Labor Hours
500
Insured is calling in to complain about the repairs done at PBS, explain the escalation procedure.
1. Empathize 2. Document the problem 3. Warm Conference to Shop 4. Notify adjuster and Team Lead 5. If shop cannot resolve, confirm with TEAM lead if we should send to Quality Assurance
500
Name 2 actions that the insured must action for Aviva to ETA NIV?
Release the Vehicle Collect Plates and Belongings
500
Insured hits a Pedestrian. Please highlight what kind of claim this is, and explain the process.
1. Heat Claim 2. open up AB and BI for Pedestrian 3. Notify Manager HEAT claim 4. Search and upload news article if found
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