Word Tracks
ADSP
"You have the right to select the repair facility of your choice for your vehicle repairs and only you can authorize repairs to your vehicle."
What tool do we use to find SS shops?
Repair Assistant
Name 4 of the 22 states
AL,AK,AZ,FL,ID,IL,IN,KS,KY,MO,NE,NV,NM,OH,SC,SD,
TN,UT,VA,WA,DC,WY
IOT
Inspection Option Tool
Guarantee...
Warranty
SS
“We have in-network repair shops in your area as part of our Select Service® program. These shops are committed to quality repairs backed by a lifetime warranty for as long as you own your vehicle and direct bill State Farm when repairs are complete. To help you make a shop choice I will share the highest rated shops in your area and send a repair assignment today.”
When do you discuss/share the Undecided WT?
When customer is undecided on a repair facility.
When a customer is choosing a NPS
After reading SS WT
Section SS Goal
84%
ADSP
Auto Damage Service Program
Drive Thru...
Empty Space ...
Car Wash and Vacuum
NPS
"You are free to select repairers who don’t have agreements with State Farm®. State Farm will base claim payment on repair costs that are covered under the policy and related to the covered loss. Any additional charges are your responsibility and subject to the agreement you make with your repair facility. Additionally, other items not agreed to by State Farm may be your responsibility and these may include, but are not limited to, storage fees, and rental expenses."
Which zip code do you use to locate SS shops?
Customer choice
Non drive v1 location
Residence - if at residence
When does SS not apply?
Flood
Fire
Rodent damage
Cash settlement
CRL
Claims Resource Locator
Taxi...
Uber/Lyft...
Door Service
RENTAL
"We have agreements with Enterprise and Hertz to provide rental vehicles to our customers and to bill us directly. Which company would you like to use?"
What are some characteristics that make a vehicle non-drive?
airbags deployed, broken glass that impairs vision, leaking fluids, smoking, overheating, nonfunctional lights, bent wheels, tire damage, suspension damage, doors/hood not opening or closing, water intrusion/ flood damage, safety defects
What are the 'other' repair assistant filter options?
Tesla
Camper/ RV
Rivian
RPT
Repairability Prediction Tool
Payment Type...
direct bill
UNDECIDED
“I’m showing is the highest ranked facility in your area. Ranking is based on several factors that include quality repairs customer satisfaction. For your convenience, I will send them an assignment now, and then text you a link to use if you need to change shops in the future.”
Which information do we gather to educate a customer on SS when they are choosing a NPS?
expressed concerns @ SS
objections to SS
reason for NPS preference
When is autopay disabled?
DTP to NPS
Alternate Workflow Facilities
AWF
Alternate Work Flow
Timing...
Promise...
guaranteed dates of completion