Lodgment Details
Can we record more than one regular driver?
No
In the scenario where we have determined that the car is a total loss, can the excess be deducted from the payout amount if it has not already been paid?
Yes.
True / False:
In some instances due to the driving history a referral to the High care team is required where the customer is identified as needing further support due to their specific circumstances.
True.
Claims are referred to the high care team to support our most vulnerable customers, as well as to mitigate risk to the business.
How many times do we attempt to contact police to obtain BAC information?
3 unsuccessful attempts
When coming across a scenario of both parties reversing, who do you think would hold responsibility for damages in the event of an accident?
Both drivers that were reversing are responsible for their own damages. Excess applies.
If a customer is adamant they split driving 50 / 50 with another person, who do we record as the regular driver?
Where the customer advises that the regular driver is 50 / 50, we just leave it as currently listed.
Will also accept: Asking the customer who drives the vehicle 51% of the time.
When a customer lodges a claim where the only damage is to the Third Party Vehicle, is the customer required to pay the excess prior to repairs being authorized to the third party vehicle?
Yes.
True / False:
As claims consultants, we are able to contact the transport department on the customer’s behalf.
(Provide a reason for your answer)
No.
Due to privacy laws, we are unable to contact the transport department on the customer’s behalf.
What may we require proof of purchase or receipts for? (Name 4)
● Hire Car following theft (as we reimburse)
● Essential Repairs
● Personal Effects
● Trailer Cover
● Emergency Accommodation and Transport
● Towing
If the claim driver is not available, who else may be able to provide us with the best version of how the accident has occurred?
A passenger.
What documents do we require if the claim driver is an Unlisted Household Member and on their Learners License?
- Claim driver's 5 year driving history.
- Copy of Drivers License for Accompanying Driver.
What third party information do we require to waive excess if the third party vehicle is owned by a business?
- Driver or Company Name
- Business Address
- Vehicle Registration
Why do you think we request a driving history?
To ensure the information on the driving history matches the information we have in the policy underwriting.
The customer is lodging a claim as their 18-year-old son was reversing their car out of the driveway with a trailer when they collided with another car. There is damage to the trailer and the vehicle as the trailer came off the tow bar.
The son is an unlisted household member.
Which documents are required? Why?
1) Proof of ownership of trailer to validate a claim for trailer benefit.
2) 5 year Driving History for Claim Driver due to age, to confirm our policy details are up-to-date with the drivers information as we will add unlisted household members to confirm cover.
What factors of a customer's claim can the incident description can influence? (Name 3)
● Excess
● Accident determination – who is at fault/not at fault
● Hire car – providing not at fault hire car
● Claim acceptance
● Liability decisions – where will the claim go, settlements or recoveries?
At what point during the claim journey would the ITCE / GST information be most relevant?
If the car is assessed as a Total Loss or the customer is cash settled.
Name the 3 types of excess that may apply to a claim.
Basic Excess, Additional Excess & Reduced Windscreen Excess.
Under what circumstance is a driving history not required? Name 2.
● Claim types - Window claim lodgements, Storm/weather claim lodgements
● Customer has previously advised:
- Reached max demerit points, a licence suspended or cancelled and showing in underwriting as at policy inception
- They have reached max demerit points, a licence suspended or cancelled within the current term of insurance.
What are the possible outcomes of a customer’s policy when it is referred through to the underwriters?
(Tip: There are 4 potential outcomes)
● Cover accepted – no change to premium
● Cover accepted - an increase in premium (additional premium payment for lump sum or increase to instalment amounts for monthly / fortnightly policies)
● Cover accepted - a decrease in premium (refund for lump sum or decrease in instalment amounts for monthly / fortnightly policies)
● Cover unacceptable – further details will be provided by underwriters
What is a Hook Turn and why are they necessary?
Tram lines in places such as Melbourne and the Gold Coast run through the centre of the road, which makes a right turn from the right-hand lane challenging. Hook turns were created to combat this.
What do we record when the customer is unsure of their ITCE?
Record Yes ABN, Yes GST and 100% ITCE. Advise the customer they will need to find out and advise us if different.
Why do we ask a customer to pay an excess? (Name 2 reasons)
● To help reduce the number of small claims lodged
● To reduce the average claim cost
● To encourage the customer to repair their vehicle
When is a Driving History required? Name 4 circumstances.
● Claim driver / rider is at fault (AF) and aged 16 to 23 inclusive.
● The claim driver / rider is an unlisted household member, unlisted employee, or named excluded driver / rider.
● The customer answers YES or UNSURE to any of the underwriting questions during the claim lodgement (unless maximum demerit points or licence suspension/cancellation happened in CURRENT term of insurance, or the customer has already disclosed it).
● The consultant feels there may be an issue with a customer's driving history.
What are some of the premium affecting amendments that might need to be made on a customer’s policy once a claim has been lodged? (Name 4)
● Updating Risk Address
● Updating Regular Driver
● Changing Vehicle Use
● Update Vehicle Accessories and Modifications
● Add a Driver
● Updating information from a Driving History
What are the 6 options (in terms of the vehicle movement) within accident damage/collision?
1. Driving - Moving
2. Driving - Changing Lanes
3. Driving - Stopped
4. Driving - Lost Control
5. Driving - Driving through water
6. Parked