Enter Title

Storage

100

What letter do we send when the customer refuses to move their vehicle from where it is located and it is deemed an Expedited Total Loss?  

Send the Customer Refused Moving ETL PTL – Inspection Agreement When Location Charging Storage letter

• FC0017715

200

How many business days do we update the LDS from the date of the conversation?

• Update LDS with the 2 business days from the date of the conversation

300

When setting the calendar on a claim what is the Priority time and the day? 

Priority- Super High

1 day- Reset based on the needs of the file. 

400

What are the follow up contact steps with a customer to mitigate towing or storage?

• Contact needs to be made with the vehicle owner to discuss moving the vehicle.
  • If contact with the vehicle owner is successful and customer authorizes move of the vehicle, proceed to either Step 5: Towing or Send Automated Salvage Assignment based on the outcome of Repairability Predictor
  • If contact with the vehicle owner is unsuccessful, leave the following voicemail, if possible:
    
    Your vehicle may be incurring a daily storage fee that may not be owed by State Farm. Moving the vehicle to a storage free location is a priority and we need to do this as soon as reasonably possible. If you take no action, you may be responsible for storage fees being charged past . Please contact us as soon as possible to mitigate any expenses that may be incurring
• 
  
  •  Send the ODM Storage Mitigation Text
  • Only send Storage Rental Mitigation Letter with the last day of storage if no letter has been sent. (FC001634)

• 
  
  • 
    
    • FC0015484 / FC0015550 Spanish

• Proceed to Calendar Pending FN

500

When sending an automated salvage assignment what should be updated and documented?

• Verify the Vehicle Location field in ECS is updated to reflect the vehicle's current location.
• Include Tow Yard hours on salvage vendor assignment.
•  Copy and Paste completed Towing and Storage Advanced Charges template in the Assignment Instructions field in the Salvage tab in ECS.
• Send the salvage assignment.

UPD

100

What is the tool used to determine if UPD applies?

UPD Decision Tool and Calculator

200

What states if the claimant is unknown UPD does not apply?

 CA, IL, IN, NJ, NC, OH, RI, UT

300

Does the claim remain in Express if the Policy state and Loss state are not the same?

No R/A to Prop Complex

400

What are the steps if UPD coverage applies?

• Explain deductible amount, if any, and explain coverage for rental.
• Open 042 COL
• Send Forms & Corr Letter UMPD explanation to the insured. (FC0009858)
• Proceed to Initial Vehicle Inspection Options
• If customer requests rental, proceed to Initial Rental Reservation and then see: Rental Reservation with UPD

500

What should be included in the pending FN?

Update the pending file note to include if UPD applies, UPD deductible and coverage for rental, including % covered and size approved 

Example:

CA

042/400/501 C. Insured

• SS FRB - UPD applies with 250 ded. Split code payment between 042/400
• ERAC/Hertz FB - Ok to pay 100% of intermediate daily rate plus taxes. Split code payment between 042/501

UDD

100

Do we open COL if there is UDD and further investigation is required?

No

200

What are the 4 fields of completion with Unlisted Driver in MAX?

Permission Type

Relation to insured

Household Resident

Purpose of Trip

300

Can we handle a claim without investigation if the driver is listed on the policy?

Yes

400

How do we update household resident in MAX?

Select Edit where contact information is displayed.

500

What is the goal percentage for UDD?

100%

Select Service

100

What is the first option to be offered to every customer that need repairs made to their vehicles?

Select Service

200

If a customer Chooses a NPS what do we do next?

If repair facility is a Non-Program Repair Facility:

• Explain: You are free to select repairers who do not have agreements with [State Farm or HiRoad]. Not all repair facilities charge the same amount for vehicle repairs. You may be responsible for any amounts not agreed to by [State Farm or HiRoad]. This may include, but may not be limited to, storage fees, and rental expenses.
• Provide customer with the vehicle inspection options (except Select Service) available in the area  Inspection Options Tool (IOT).

300

What are 3 benefits of Select Service?

Direct Bill to SF

Guaranteed to only pay the deductible

Lifetime warranty on the repair for as long as they own their vehicle.. ETC

400

What is the percentage goal for Select Service?

85%

500

When should be the only time the Select Service should not be sent?

Expedited Total Losses: Do not send an inspection assignment