PCRS
What is the first thing you should verify when an RF calls in to start a claim
The VIN
What should we do if an RF does not agree to matching FMP?
Negotiate and submit an FMP dispute form if the difference in pricing is over $50
Where would you look to find diagnostic time information in the OPS manual?
Section 2.2 Diagnostic Time
Where would you look for the FMP dispute form in the notes template?
Under Quick Forms
What is the status you must be in while clocked in and ready to take calls?
On Queue
What is the minimum spec for brake pad replacement in DTLW?
3/32
Which contract(s) can we build and approve oil changes in?
CVPP or within 0-7 CVLW
Where should you look to see if an RF has special pricing guidelines or stipulations?
In the claim pop up.
If there is no information in the pop up, you may reach out to your vendor team chat with the RF's ID # and inquire with them. They will adjust pop ups as needed.
Where would you look to find CVEX contract information?
Section 4.2 CVEX
Where would you go to submit a claim for review in your LOD over your limit?
High-Cost Functions- Copy for LOD
When should you use the status "Busy?"
Never unless otherwise stated. Only in rare instances will you use that status.
What is the deductible for a DTLW in New Mexico for INRF and ONRF?
How can you verify a customer deductible is correct?
The deductible tool // Contract notes
When a POG quote is loaded into the claim, what is the proper time frame to advise the RF of part arrival? IE:
12/12 4Day NCore
Where would you look to find ONRF guidelines in the OPS manual?
Section 15.3 ONRF Guidelines
Where would you go to input an inspectors findings when they call in their report?
Under Inspection Tools- Inspection Report
What status should you be in during a monthly Pit Stop?
Meeting Status
How long are brakes covered in CVLW?
First 30 Days/ 1000 Miles
When are you able to clear a reminder without authorizing a claim?
If another claims adjuster sets a reminder after yours, the claim then belongs to them.
When should you be sending a POG quote?
If RF's part is over $2000 or they advise it is B/O // N/A
What do you do if a repair facility calls in multiple claims on one call? And what section of the OPS manual is this information in?
Take all of the claims, section 16.2
Where would you look to verify taxes in every contract?
The Tax Matrix section at the bottom of your notes template. This will have every state, every contract and if we pay parts and/or labor in that state.
When should you use Away Status?
For bathroom breaks or stepping away for a brief moment.
True or False? Shocks and Struts are covered under DTSC?
False!
Which contract does NOT have a limits of liability provision?
Which repair facilities do we NOT supply and send parts to?
Mobile repair facilities. POG is unable to send mobile RF's parts as there is not an actual building to ship it to. If you are working on a lot/hub car with a mobile RF, please verify the hub/lot address as POG is able to ship parts there.
When would you send an inspector out on a claim and what section of the OPS manual is this in?
A claim over $10,000 at an INRF, a potential lack of maintenance or outside influence, multiple tech finds or unrelated repairs over $3500 at an ONRF. Section 16.14.1
Where would you go to place a POG order once a claim has been authorized?
Once you have adjusted the status to "Approved with POG," you will click on the section titled "POG Order Form"
On a Saturday shift, when are you permitted to clock out?
1 minute after EOD.
2:01 AZ
3:01 TX
5:01 FL
How long are ASR tickets valid for?
60 Days
When is the only time we should be closing a claim? and Bonus Question; Which contracts are we NOT permitted to close claims in?
If the RF does not call back in after 48 hours.
CVLR/DTLR contracts we are never to close claims in. That is the lot/hub's responsibility.
How do you advise POG to order a part after the claim has been authorized?
Change the status in the notes tool to "Approved with POG." This will populate an option on the notes tool for POG order form. Kindly fill this form out with the POG adjusters name (you will find this in the notes portion of PCRS,) CN #, and at the bottom for the notes section kindly advise to order and if the RF needs liftgate along with their delivery.
What do you do if there is an odometer discrepancy, and what section of the OPS manual is this in?
Submit an email to DL-SRAncillaryTeamManagers@silverrockinc.com with the stock number, customer information, current and contract mileage and a photo from the repair facility showing the correct mileage. Section 3.2
Where can you go in the notes tool to type up a note for review of coverage?
Review Template
If you receive an evaluation and you feel it should be appealed, where would you go to do that?
There is a notes section in Genesys you can fill out, or bring it to your Managers attention.
What is the maximum tow reimbursement we can offer in DTLW/DTVSC?
$75.00