INITIAL TOWING, STORAGE & MITIGATION
WHAT DOES AST STAND FOR?
ACCIDENT SCENE TOW
WHAT IS THE PRIMARY APPRAISAL OPTION AVAILABLE TO CUSTOMERS? (WHAT DO WE ALWAYS OFFER?)
SELECT SERVICE
WHAT STATES ARE WE REQUIRED TO ASK ABOUT THE CPRS?
CA
CO
IL
WHAT QUALIFIES A VEHICLE FOR A TLT ASSIGNMENT. HINT 2 THINGS
NON-DRIVE
LOCATED AT THE LOSS LOCATION
TRUE OR FALSE
WINDSHIELD HAS BEEN REPLACED FOR V1 WE CAN FILE CLAIM AND R/A TO GLASS CLAIM SERVICES FOR HANDLING WITH 340 COL
TRUE
WHEN WOULD YOU NOT RUN REPAIRABILITY TOOL?
DO NOT RUN REPAIRATBILITY TOOL IF VEHICLE IS DRIVABLE
NI REFUSES SS
V1 IS DRIVABLE AND LOCATED AT NI RESIDENCE WHAT CAN WE OFFER?
PHOTO ESTIMATE
WHAT DOES NVS STAND FOR?
NON- VEHICLE SALVAGE
WHEN WOULD YOU MANUALLY SEND A STANDARD SALVAGE ASSIGNMENT?
VEHICLE IS LOCATED AT POLICY RESIDENCE & TOW YARD BODY SHOP AND SS
WHAT IF ECS ALERTS ALTERNATIVE WORKFLOW FOR REPAIRS?
DISABLE AUTO PAY
R/A TO PROP TIER 2
WHAT ARE THE STEPS WE TAKE WHEN HAVING THE STORAGE MITIGATION CONVERSATION WITH THE CUSTOMER?
PROVIDE LDS
UPDATE LDS IN ECS/ MAX
SEND LETTER
WHAT WEATHER INSPECTION OPTION IS NOT AVAILABLE IF CUSTOMERS PREFERRED LAUNGUAGE IS OTHER THAN ENGLISH?
WEATHER VIDEO
WHAT ARE SOME EXAMPLES OF AN NVS?
WHEN WOULD WE MANUALLY SEND A SALVAGE ASSIGNMENT THROUGH ECS?
AUTOMATION FAILS
NOT AT THE LOSS LOCATION EXAMPLES
SIDE OF THE ROAD, HWY, PARKING LOT, TOW YARD AND RESIDENCE
IF IT IS NOT CLEAR WHETHER DAMAGES ARE RELATED TO AN ACCIDENT WITHOUT TAKING PARTS OFF THE VEHICLE OR HAVING A MECHANICAL DIAGNOSIS WHAT STEPS DO WE TAKE WHEN SPEAKING WITH VEHICLE OWNER?
EXPLAIN TO CUSTOMER
DIAGNOSTIC/TEAR DOWN FEES, REPAIRS AND OTHER CHARGES WOULD BE AT THEIR EXPENSE UNLESS LATER DETERMINED RELATED TO THE ACCIDENT
SEND LETTER FC0009819
ADVISE THEM TO CONTACT SHOP IF THEY WANT TO PROCEED WITH DIAGNOSIS OR TEAR DOWN
SET CAL BASED ON NEEDS OF CLAIM OR LOW NCR DEFAULT CAL
CREATE FILE NOTE DOCUMENTING DISCUSSION WITH CUSTOMER.
V1 IS ETL, NI REFUSES TO MOVE IT AND V1 IS INCURRING STORAGE FEES, ¿WHAT STEPS DO WE FOLLOW?
PROVIDE LDS
DO NOT SEND ASSIGNMENTS
SEND THE CUSTOMER REFUSED MOVING ETL/PTL LETTER
UPDATE LDS
DOCUMENT CONVERSATION WAS HAD
WARM TRANSFER TO TL
WHEN SENDING NPS WHAT IS THE DIFFERENCE BETWEEN SHOP VIRTUAL & STAFF VIRTUAL
SHOP VIRTUAL- ASSIGNMENT IS SENT DIRECTLY TO SHOP SO THEY CAN SUBMIT THEIR INITIAL ESTIMATE AND VEHICLE DAMAGE PHOTOS TO US TO REVIEW
STAFF VIRTUAL- WE WILL ATTEMPT TO PERFORM THE INSPECTION VIRTUALLY AND WILL WORK DIRECTLY WITH THE REPAIR SHOP TO OBTAIN PHOTOS OF THE VEHICLE DAMAGE TO COMPLETE THE ESTIMATE
What documentation is needed for a covered/payable property?
receipts, estimates, photos, etc.
DOES IAA ALLOW CUSTOMERS TO ACCESS THE YARD AND WALK TO THEIR VEHICLE TO REMOVE PERSONAL ITEMS?
YES
WHAT STEPS DO WE TAKE WHEN A POTENTIAL EXCESS EXPOSURE IDENTIFIED?
1. CONTACT THE REPAR FACILITY AND NOTIFY THEM TO STOP OR NOT BEGIN WORK (CLAIMANT VEHICLE)
DOCUMENT IN ECS IF ANY WORK WAS COMPLETED
2. TURN OFF AUTO PAY (SS AND RENTAL)
3 IF CLAIMANT IS ON THE PHONE EXPLAIN THERE MAY NOT BE SUFFICIENT LIMITS TO HANDLE THE VEHICLE REPAIRS AND EXPLAIN RENTAL IS BEING DISCONTINUED WHILE WE DETERMINE WHAT AMOUNTS CAN BE PAID
4. R/A TO PROP TIER 2 & ATTEMPT WARM TRANSFER TO CS IF CLAIMANT IS ON THE PHONE
WHAT DOES "LOCK IN THAT TOW" MEAN?
L- LOCATION, ACCURATE DETAIL LOCATION PROVIDED TO AGERO TO ELIMINATE DELAYS
O- OTHER, AGERO NEEDS SPECIFICS TO DISPATCH CORRECT EQUIPMENT
C- COLOR OF VEHICLE
K- KEYS
WHAT STATE DOES NOT QUALIFY FOR SAFELITE SOLUTIONS?
TRUE OR FALSE
Cellphones, Cameras and Computers can we covered for claimants
TRUE
WHAT IF THE CUSTOMER DECLINES TO MOVE VEHICLE FROM LOSS SCENE LOCATION (TOTAL LOSS) DUE TO HAVING TOO MANY PERSONAL BELONGINGS AND/OR BIG ITEMS IN VEHICLE WHAT STEPS DO WE TAKE?
IF VEHICLE IS A PTL AND CUSTOMER IS REFUSING TO MOVE VEHICLE TO A SALVAGE YARD AND IT IS LOCATED AT THEIR RESIDENCE WHAT OTHER ASSIGNNMENT OPTION CAN WE SEND IF THEY REFUSE PE?
WEGOLOOK