Investigation
WHO SHOULD COMPLETE THE INITIAL PROPERTY DAMAGE STEPS?
THE CLAIM SPECIALIST, INCLUDING UPDATING LOCATION, OBTAIING STORAGE RELEASE, SETTING UP TOW AND SETTING UP AN INSPECTION ASSIGNMENT. IF ATTEMPT IS UNSUCCESSFUL, INSTRUCTION CAN BE PROVIDED TO THE CA TEAM VIA PDCH REASSIGNMENT, PDCH WARM TRANSFER PROTOCAL, OR CP ACTIVITY TASK TO HANDLE PD. THE CS MUST COMPLETE THE PDCH REASSIGNMENT TEMPLATE IN ALL CASES.
WHAT ARE THE 3 PRIMARY TYPES OF STORAGE LOCATION?
TOW YARDS
SALVAGE VENDORS
IMPOUND LOTS
Secondary Tow (ST)
○A tow of a vehicle from a residence, business, or storage location. Storage locations include tow yards, salvage vendors, and impound lots
WHERE CAN RENTAL RATE INFORMATION BE FOUND?
Rental Vehicle Rate information can be found by clicking the Rental Management button for the participant within ECS.
FOR PAYMENT EVALUATION UNDER LOSS OF USE, IF THE TOTAL LABOR HOURS SUMMARY FROM THE REPAIR ESTIMATE IS BETWEEN 0-10 HRS, HOW MANY DAYS CAN BE ESTIMATED TO REPAIR THE VEHICLE AND DETERMINE RENTAL REIMBURSEMENT
●3 DAYS
Offer a daily rental rate for a vehicle based on the states
WHAT ARE THE PARTICIPANTS IN A MATTER CALLED?
PLAINTIFF
DEFENDANT
IF THERE IS A RED EXCLAMATION POINT NEXT TO A REPAIR FACILITY IN THE CLAIM TREE, WHAT DOES THIS INDICATE?
ALTERNATIVE WORKFLOW/ALTERNATIVE VEHICLE INSPECTION (AVI) MAY APPLY - REASSIGN TO PROPERTY COMPLEX T2. THIS DOES NOT APPLY TO AVI REPAIR FACILITIES ADDED TO CLAIMS PRIOR TO JUNE 17, 2024
WHAT ARE THE TWO TYPES OF TOWS AND EXPLAIN THE DIFFERENCE BETWEEN THE TWO.
●Live Accident Scene Tow (AST)
●The initial move of a vehicle from a live accident scene to a secured location or a repair facility. Use Agero for Accident Scene Tows that are initiated by State Farm.
●AST are dispatched immediately once all necessary information is provided.
●Secondary Tow (ST)
●A tow of an Insured or Claimant vehicle from a residence, business, or storage location. Storage locations include tow yards, salvage vendors, and impound lots.
WHERE CAN RENTAL RATE INFORMATION BE FOUND?
Rental Vehicle Rate information can be found by clicking the Rental Management button for the participant within ECS.
WHEN DO WE ISSUE PAYMENT ON SELECT SERVICE ESTIMATES?
ON RECEIPT OF FINAL REPAIR BILL
SHOULD DIMINISHED VALUE BE ASSESSED WHEN THE TOTAL AMOUNT OF THE COVERED LOSS IS LESS THAN THE DEDUCTIBLE (CLOSED WITHOUT PAYMENT – CWP)?
•Yes, in accordance with the principles and guidelines set out in the “Georgia - Methodology for Assessing Diminution in Value (DV)”.
WHAT/WHO ARE THE POSSIBLE SOURCES TO PROVIDE VEHICLE DETAILS/DAMAGES?
OWNER, DRIVER, ATTORNEY IF HANDLING PD, PR
ECS / CA Experience
WHEN DISCUSSING REPAIR OPTIONS WITH THE CUSTOMER, WHAT 3 POINTS SHOULD WE ADVISE THEM OF?
•Some parts remain in short supply and delivery times have significantly increased.
•Repair facilities are experiencing labor shortages which is leading to a decrease in repairer capacity across the industry and an increase in repair time.
•Extended repair time may increase the length of time a customer is without their vehicle.
WHEN IS RENTAL COVERAGE AVAILABLE FOR A CLAIMANT’S NON-DRIVABLE VEHICLE?
WHEN AN INSPECTION ASSIGNMENT HAS BEEN SELECTED.
WHEN IS “STOP PAY” USED?
•Use Stop Pay when the payment is in the mail or in possession of customer/repair facility.
ON THE WAVE REPORT, UNDER WHAT SLO AND CATEGORY ARE AUTO PD HANDLING CLAIMS LOCATED
SLO: 3 DAY SLO
SUB-CATEGORY: CP ACTIVITY
HOW LONG DO WE WAIT FOR A POLICE REPORT BEFORE CALLING FOR A STATUS?
3 WEEKS FROM THE REQUESTED DATE
ADSP DOES NOT NEED TO BE READ FOR CLAIMANTS UNTIL WHEN?
●ADSP does not need to be read:
•If previously read to the customer by Auto ILR, or if a vehicle inspection was already assigned.
•Claimants: Until liability has been accepted for the claimant's damages
UNDER WHAT CIRCUMSTANCES WILL SF PAY COLLISION DAMAGE WAIVER (CDW) FOR CLAIMANTS?
●IF REQUIRED BY THE RENTAL COMPANY
●CLAIMANT DOES NOT CARRY COMPREHENSIVE AND/OR COLLISION COVERAGE:
○IF CLAIMANT IS UNINSURED: VERBAL CONFIRMATION IS ACCEPTABLE
○IF CLAIMANT DOES NOT MAINTAIN COMPREHENSIVE AND/OR COLLISION COVERAGE:
■ASK FOR DOCUMENTATION FROM THEIR INSURANCE CARRIER
●(EX: DEC PAGE OR COPY OF INSURANCE CARD)
●UNCHECK AUTO PAY AND UPDATE PENDING TO CONFIRM PROOF OF INSURANCE FROM OIC IF APPICABLE
○JURIIDICTIONAL REQUIREMENTS MAY VARY
IF THE CUSTOMER ELECTS NOT TO PROCEED WITH REPAIRS AT THE SELECT SERVICE SHOP THAT RECEIVED THE ASSIGNMENT AND WROTE THE ORIGINAL ESTIMATE - WHAT IS THE APPLICABLE SETTLEMENT TYPE?
•CASH SETTLEMENT
HOW MANY STARS AND STRIPES ARE ON THE AMERICAN FLAG?
50 STARS REPRESENTING THE 50 STATES
13 STRIPES REPRESENTING THE 13 ORIGINAL COLONIES
WHAT PHONE NUMBER DO WE CALL FOR POLICE REPORT STATUS AFTER ONE HAS BEEN ORDERED?
IF A PR HAS NOT BEEN RECEIVED AFTER 3 WEEKS FROM THE REQUESTED DATE, AND THE RECEIPT OF IT IS URGENT, CALL 1-800-934-9698 (LexusNexus) for a status.
IF A CUSTOMER SUBMITS AN ESTIMATE AND/OR PHOTOS AND THE VEHICLE HAS NOT BEEN REPAIRED, WHAT SHOULD BE DONE?
THE HANDLER SHOULD OFFER THE APPROPRIATE INSPECTION OPTION BASED ON THE IOT AND VERIFY THE REPAIRS ARE NOT COMPLETED PRIOR TO SENDING A TASK TO ESTIMATICS
WHAT ARE THE SEVEN (7) RENTAL STATUS CODES?
●New/Requested (REQ) A request was submitted for a rental reservation to the vendor by the system or a handler.
●Confirmed (CNF) Vendor system sends a confirmation that the request has been received and a vehicle is available.
●Open (OPN) Vendor system sends an "Open" notification once the renter has picked up the vehicle from the vendor location.
●Cancelled (CAN)The request to cancel has been sent by either the vendor or State Farm®. A cancel can only occur if the vehicle has not been picked up by the renter.
●Terminated (TRM)A request to terminate has been sent by either the vendor or State Farm®. A terminate can only occur once the vehicle is picked up by renter.
○Note: If a terminated reservation needs to be reopened, claim handlers should not adjust the termination date, vehicle class or daily rate. The rental reservation may be reopened by typing the number of approved additional days in the Extended Days Auth field within the Update Reservation Details page in ECS.
●Closed (CLS)Vendor system sends a request to close a reservation. The "Closed" status can only occur once the renter has dropped off the vehicle to the vendor location.
●Rejected (REJ)Vendor system sends an error notification indicating that a request made by State Farm® has been rejected.
WHAT STEPS SHOULD BE TAKEN WHEN ADDRESSING A CASH SETTLEMENT REQUEST ON A SELECT SERVICE ASSIGNMENT ESTIMATE?
•View Financial Log to determine if payment has been issued
•Conference customer and SS repair facility. Use 3-way calling and read Disclaimer
•Confirm repairs have not been completed, partially completed, or parts ordered.
•If repairs have not begun/parts ordered, notify SS repair facility that customer elects not to repair vehicle.
•If parts are ordered or if repairs have begun, advise the customer they may be responsible for these charges
•See Insured or Claimant for payment directions
WHAT ARE THE 5 SELECT SERVICE BENEFITS ?
•A commitment to accomplishing quality repairs in an expedient manner.
•A national, limited lifetime written repair guarantee for workmanship, including refinishing, for as long as the customer owns the vehicle.
•Guaranteed completion dates for repairs.
•An agreement to wash and vacuum repaired vehicles, at no charge, before delivery to the customer.
•Pickup and delivery of the vehicle, within a reasonable distance, if requested by the customer.