Expectations
What is the GRN expectation?
4 business hours
The customer tells you on step 2 they have a shop of choice what should you offer as an appraisal option?
G.R.N.
What is the FNOL A.H.T. goal in minutes?
12:30
What coverage must the customer have to complete a total loss?
Comprehensive or Collision
What state was recently added as a state we are not licensed to handle?
Louisiana (LA)
When can the customer receive their rental if the vehicle is stolen & unrecovered?
48-hours after the vehicle is stolen.
What does PDR stand for and what is it used for?
Paint-less Dent Repair. It may become available after a catastrophe, such as hail.
Can you effect your own rechanneling?
Yes! Schedule the right appraisal the first time.
In the state of California do they remove the plates or keep them on the vehicle after it is deemed a total loss?
Plates stay on the vehicle unless they are personalized plates.
If the customer has already paid for their windshield who would file the claim & what department handles it?
You file the claim & the CCT department handles it
How many expectations and who will be reaching out to the customer in a hail claim?
2. Adjuster is the Core/Express expectation and the appraiser will call in 2 business days.
What qualifications are listed in KCC to mark the vehicle as severe for damage?
How long does the customer have to log into their online account for it to go towards your e-service?
3 days
Where do you enter the salvage yard/lot number in ORION?
Salvage Button > Salvage/Lot #
Does Safeco have implied rental?
No
What do we need before a customer with a drivable vehicle can receive a rental?
Parts are physically at the repair shop and a Liberty Mutual or Safeco approved estimate is on file.
What appraisal option would you choose for a totaled RV?
Express Other Photo Capture - total loss trumps all
Who is counted towards your appraisals?
Insured, listed operators, spouse, parent or child (regardless if they're on the policy)
Who picks up the vehicle for an accident scene total loss?
Agero
What should you always check first on a status call with an insured no matter the request?
Notes and coverage
What is the mileage limit expectation for accident scene tows?
75 miles
What expectation do we give the customer when they have a damaged trailer they were pulling with their vehicle?
Collision doesn't extend to the trailer not on the policy. A claims specialist will decide if applicable which coverage it would fall under.
What is your gap time goal??
2.5%
Where does the vehicle go when it's an accident scene total loss and the insured cannot have the vehicle sit in front of his home?
Agero Storage Yard
Is Alabama a Medical Payment or PIP state? (Hint check KCC)
Medical Payments