S.O.P.s
How many OB contacts does a ND vehicle require before archiving?
5
What is Agero?
Agero is a third-party Roadside Assistance and Accident Management company that partners with many Insurance Carriers and manages their towing services.
What three types of tows are there?
Primary, Secondary, and Emergency
Turnaround time on a tow
24-48 hours
Which Insurance company has a PSP number required when we send emails to them?
USAA
What is the maximum amount of time that you should stay on hold with Agero?
What is the maximum amount of time that you should stay on hold with Agero?
A tow customer only wants an estimate, they want to cash out with their insurance. Can we assist them with that for a ND vehicle?
NO
What Carrier has a Vehicle Move Team that handles their tows?
Allstate
Which OB contacts for ND require an email be sent to the Carrier?
3rd and 5th
What insurances use Agero?
State Farm, USAA, Safeco/Liberty Mutual, American Family, Nationwide, and Progressive
For a Non-DRP Tow, what extra step must you take in order to reserve the tow In
Call the shop for permission and notate who you spoke with
In what 3 situations can we book a Tow-In without speaking to the customer?
Agero has an active tow case (confirmed destination
Allstate ND - after an unsuccessful attempt to reach the customer
Travelers - when vehicle pick up location is listed in the assignment notes
Do you need to call the customer after a no-show from a scheduled tow in? What should you do?
No, you do not need to call the customer.
What four pieces of information are we asking Agero for?
Who you are speaking with, Case or Job ID number, Destination confirmation, and E.T.A. on the tow
What is the most important piece of information on the Tow Note? (We cannot arrange a tow without it)
Vehicle Location
Can we pick up a vehicle from the scene of the accident? What should you tell the customer?
No. Call their carrier or roadside assistance