Cat
How can we identify NY trips?
Vehicle plate, trip information, internal note, Supervisor's adjuster name.
What should we do if we run ISO?
Leave ISO Results notes with the correct information (Insurance if available), attach the PDF or Screenshot, create a follow-up task, update the subrogation section, and close the task.
How can we proceed if we have the task: TP - Process Initial Invoice (Trip Segment A)?
Proceed accordingly with the initial invoice as normal sending the initial invoice emails and creating the invoice of $500.
It is possible to waive the appraisal fees?
Yes, only if the G is highly disputing with the adjuster's approval.
What would be the next step if we receive an Estimate task from NY?
Ask for authorization from the adjuster before we can proceed with the process
Do we request "Salvage" when completing a TL estimate task with subro?
No, we create a follow-up task for TP queue.
What can we do if a Guest wants to open a claim, there is no incident on Dunlop, and the trip ended more than 24 hrs ago?
We can request info on the damaged area, FOL, and escalate with your supervisor.
In what scenarios can we waive the processing and appraisal fees? and what will be the correct steps.
When G is arguing or highly disputing. For processing fees, we can escalate to the TP supervisor, for appraisal fees we can escalate to the adjuster.
What would you do if G requested a Payment plan before an estimate, however, we charged the estimate from the payment method without consideration of G's request?
We can request approval from your sup to void the invoice and send G to collections.
When should we waive the fees on an estimate process?
When G is Segment A and/or NY trip with Protection plan.
What status should we use in Guest Status in Origami when closing a NY claim, and there were no funds in the payment method on file?
We should use Payment due and create a task for the adjuster, never start the auto-charge.
If we receive a payment from G's insurance, less the 500 deductible, but G paid the initial invoice, should we void the initial invoice since insurance paid more than the %80?
No, we consider this as paid in full.
In what scenarios can we start the auto-charge on a NY trip?
In any scenario, we do not send a NY Guest to Collections.
Can we send to the Collector vendor if a Guest asks for 5 payments (payment plan) and this is a NY trip?
Yes, but you need to escalate this to your supervisor first.
How can we proceed if we have the task: TP - Hold Initial Invoice (Trip Segment A)?
We will proceed to NOT creating the invoice of $500 and send the initial invoice Trip segment A email.
Would be an option to not charge the G for the remaining balance if the insurance does not pay $40 + fees?
Yes, we can escalate this to our supervisors for a final outcome.