Repair Facility Calls
Non-program repair facility requests status of a supplement
What is
"supplements are worked in the order received" appraiser will contact the shop once the supp has been reviewed"
customer calls wanting to change their agent:
What is
CCC Escalation Line for Non-Claim Complaints (1-009-010-1074).
Customer calls in wanting copy of estimate
what is
Customer calls in about questions about Subrogation
what is "Frequently Asked Questions – Subrogation Services"
customer calling in with questions about pet medical insurance/claims
What is "Trupanion"
Non-program repair facility requests to be setup on Electronic Funds Transfer
What is "Eft Vendors"
Customer calls in about additional damage that "is" related to accident
What is "supplement"
This is used prior to sharing and/or updating customer information to ensure we are protecting customer data
what is
"Confirm ID" what is authenticate
A business or civil authority is calling in to verify coverage on an auto policy
What is "CCC Service"
You can find this in the phone directory
Select Service call in because they are having trouble uploading FB
what is B2B, what is b2b tech support
Customer does not want to receive a paper check
What is Digital Pay "DP"
customer calls in wanting to go over inspection options
what is
"Initial Vehicle Inspection Options"
I am a Sf Insured customer and I need a letter showing I was not at fault
What is "letter of experience"
After reviewing the letter, if the insured has additional questions, they should follow up with their agent.
This tool can be used if loss/policy state is different
What is the "Cross-state handling tool"
Customer calls in and has questions about the quality of SS shop repairs
What is "Corrective repairs"
The claim handler needs to communicate to the customer the warranty is provided by the original SS repair facility, and the original SS repair facility should be given the opportunity to review the concerns and take the appropriate steps to correct.
customer wants to make a complaint against their agent
CCC Escalation Line for Non-Claim Complaints (1-009-010-1074).
Customer calls in wanting to know if they had coverage on a specific date for a pip owned claim
What is
"transferring calls"
If owned by any other segment:
Customer calls in wanting to set up rental for col owned by tls with a new VIR is in the system unreviewed
what is "Initial rental reservation"
This letter can be sent when shop will not release vehicle until confirmation of payment is received
what is "payment details letter"
Shop calls in requesting the status of an Agero tow
What is "Accident Management Dashboard"
customer calls in and needs to be authenticated but the "Confirm ID" tool does not populate information to send a verification code or there is a Confirm ID system outage
what is
"Escalated Verification Process"
we have made 3 attempts to reach our NI for a claim reported by claimant and the NI is finally calling back. What tool are we using during this call
What is
"Qfc tool"
another insurance company is calling to verify No Pay No Play coverage for a new claim not set up yet
What is "NP NP" hotline
in the directory under Other category.
satisfaction to the vehicle owner when new non-original equipment manufacturer (non-OEM), recycled, reconditioned, and/or OEM Surplus parts are specified on an estimate that is written or approved by State Farm or a Select Service® repair facility.
What is the "State Farm Promise"