Don't Be Extra
What is "EC" short for and what does it mean?
"EC" stands for Extra Contractual
It means any costs that would be in excess of the policy allowances.
What repair channel streamlines the process for the customer?
GRP! It eliminates the back and forth of the approval process, offers warranties and system communication for Farmers. Many even have automatic text alerts to the customer to provide status. There are even OEM certifications that can put your customers minds at ease!
True or False
I should get my leader involved in any claim where damages occurred to any vehicle with a $100k or more value?
True! Depending on the situation or amount of damages, the claim will need escalated for approval. Involve your supervisor early to avoid errors and later delays.
If this leader became independently wealthy they would open a group home for kids? Who is it?
Maggie Gonzales
Why is an Extra Contractual payment a bad thing?
When we make errors and pay beyond our policy contract, we may open ourselves to market conduct exams. Payments beyond policy limits also are not considered in how UW collects and projects the needed policy rates.
How are GRP shops held accountable by Farmers?
We monitor 3 main categories for all GRP shops:
Customer service surveys (both MDs and PDs!)
Repair Cycle Time
Quality/Accuracy
Why do we pay special attention to exotic or high value vehicles?
Aside from the obvious cost exposure of these vehicles, there is a risk that they are utilized for rentals or income generation, have ownership concerns, and are more prone to fraudulent activities. They are also a challenge for our agents and underwriters to accurately address policy such as verifying owners or increased customization.
This leader will travel nearly anywhere for a 311 concert. He has been to nearly 20!
Kyle Hughson
What are the most common errors that create EC's in the Region?
Ride Share/Business Use not identified until repairs are underway
Missed Low or Multiple PD limits
Delays in handling or returning communication
How should you communicate with a Photo App specialist?
They don't always work from their activities, so sending a note in the file may not be addressed timely. When in doubt, WebEx, call, or email for assistance!
What are some resources you may use more often when investigating an exotic vehicle and why?
Turo to see if it is listed as a rental option. Zillow to determine if there is storage availability for the vehicle at the garaging address. ISO for other losses or multiple parties involved. CVR to determine if the ownership matches. Eventlinks for prior damage. Social Media searches for links between claim parties including shops.
Since getting a pool, this leader has an addiction to buying swimming suits and sometimes forgets what was even ordered. Who is it?
Natalie Mooney
Who must approve any EC payment?
All EC payments will require VP or higher approval.
What Photo App change is happening July 11th?
The Virtual Inspection Program launches! The customer will no longer download a separate app to upload photos for a repair estimate, but will utilize a link from a text message to take them directly to a browser to upload their images.
Name 5 common indicators that would require more investigation on an exotic vehicle claim?
Permissive Driver
Single vehicle loss
Owner is different from Insured
Less Insured persons than vehicles
Questionable Damages
This leader's favorite animal is a horse and has 3! Who is it?
Jonathan Cardoza
What policy limit should we avoid channeling to GRP and why?
Any policy with a $5k Property Damage limit should not be channeled to GRP. When we create the rental and send to GRP, the limit can be quickly exhausted and we are unaware until many weeks later when the final billing arrives. Given supply chain shortages, repair delays, and rental costs, we should be cautious of $10k limit claims as well. Get your leader involved for assistance with channeling.
When MOI is run, users may see a new option of “Regional Auto Specialist” which will replace “Field” in possible total loss situations. When this occurs on a first-party vehicle exposure, the exposure will be automatically assigned to the “Regional Auto Specialist” group type. On third-party vehicle exposures, these will need to be manually assigned once coverage and liability are determined. The Regional Auto Specialist will contact the customer to discuss the damages and next steps.
What is the Exotic Protocol?
1. CO should identify the vehicle and inform the appropriate level of leader.
2. CO should complete all recorded statements with insured, claimant, drivers, and agents as appropriate.
3. Evaluate what indicators may be present and inform APD partners.
4. CO/Sup to coordinate investigation and obtain coverage authority as required.
5. Roundtable and determine if further investigation is required by SIU or Accident reconstructionist.
6. Complete Coverage brief for approval or further investigation. Send Investigation Status letters as needed.
This leader is celebrating their birthday the same day as America! Who gets fireworks on the 4th for their bday celebration every year?
Ryan Goldsmith