RP TOOL
WHAT INFO IS NEEDED FOR THE DVAM?
EX: properly fill in Vehicle Info within HAART
Vehicle type, drivable, airbags deploying, and principal vehicle damages
T/F: After you "LOCK IN THAT TOW" we should update the Vehicle Damages tab with the new vehicle location.
True; the new vehicle location should be updated.
IF VEHICLE IS INCURRING STORAGE, ___________ WITH CUSTOMER AND TOW YARD TO CONFIRM PERMISSION TO MOVE/RELEASE VEHICLE AND OBTAIN CHARGES USING 3-WAY CALLING AND READ DISCLAIMER.
Conference call
IF WE ARE UNABLE TO GET A HOLD OF A CUSTOMER AND THEIR VEHICLE IS ACCRUING STORAGE FEES, WHAT ARE TWO OTHER METHODS OF CONTACT?
Send Storage Rental Mitigation Letter and Storage Mitigation text if applicable. FC0015484 / FC0015550
Participant Type, Select Participant’s State of Residency, Current Vehicle Location, indicate if the vehicle is drivable, Select Loss Type, indicate if any of the following apply: Antique/Exotic Vehicle. Other Vehicle Types, Customer requesting Cash Settlement
What is IOT?
T/F: YOU SHOULD MANUALLY UPDATE THE POTENTIAL TOTAL LOSS INDICATOR.
FALSE; Do not manually update the Potential Total Loss indicator even if a Potential or Expedited Total Loss prediction is received. The Potential Total Loss indicator will be updated by the system.
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.
•Do not set up a secondary tow when the destination location is unknown.
•All tows other than salvage moves to a salvage vendor should be done by Agero.
•All tows to salvage yards should be completed by the salvage vendor.
•Use Agero to move repairable vehicles from a salvage yard to a repair facility.
●Agero has up to 48 hours to deliver a vehicle once all necessary information is provided for ST.
THE LAST DAY STORAGE FIELD IS LOCATED ON THE __________ TAB IN THE DAMAGE INFORMATION SECTION FOR THE ASSOCIATED VEHICLE.
Vehicle damages tab
IF VEHICLE IS IN DANGER OF ADDITIONAL DAMAGE, WHAT DO WE ASK OF THE CUSTOMER AND WHAT WILL WE PAY?
•Please protect your vehicle from further damage.
•We will pay reasonable expenses you may incur.
DIGITAL PAY PROVIDES PAYEES THE ABILITY TO CHOOSE HOW THEY WANT TO RECEIVE THEIR CLAIMS PAYMENT. NAME THE 3 OPTIONS.
Bank Account (ACH), Debit Card or PayPal account
WHEN GOING THROUGH IOT, AND NO IS SELECTED FOR ‘INDICATE IF THE VEHICLE IS DRIVABLE..’ A YELLOW BANNER APPEARS. WHAT DOES THE YELLOW BANNER SAY?
Only proceed if Repairability Prediction indicates the vehicle is “repairable.”
Agero has authority to pay for a tow bill up to $_(1)__. If it’s over $_(1)__ it requires approval from State Farm. Remember to add 2-3 additional business days of storage when providing authority over the $_(1)__ mark to mitigate any unnecessary authority calls from Agero.
A Claim Associate has authority to pay on tow bills up to $_(2)_. If it is over $_(2)_consult with a CTL or a TM to see if the bill can be paid prior to escalating to Property Complex for excessive tow fees.
$1500.00, $2500.00
WHEN THE CUSTOMER REFUSES TO RELEASE A VEHICLE AND REFUSES TO AUTHORIZE STATE FARM TO MOVE THE VEHICLE: PROVIDE THE CUSTOMER THE LAST DAY FOR STORAGE (NORMALLY ___DAYS, BUT UP TO A MAXIMUM OF ____ DAYS DUE TO EXTENUATING CIRCUMSTANCES).
1-2, 7.
What are some examples of when a customer may refuse to Allow SF to move their vehicle to a salvage yard?
Customer wants vehicle repaired, and will not allow us to move forward with the PTL/ETL process.
Customer doesn't want to move the vehicle until it's inspected.
Customer will not give permission to move the vehicle for no understandable reason.
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.
If a Dynamic Assessment Vehicle Model (DVAM) prediction was created during the First Notice of Loss (FNOL) the result will display in the Repairability Prediction field on both the ___________ and the ________ pages(tabs) in ECS.
The Reporting Info and the Vehicle Damages pages
WHAT DO YOU DO IF A SELECT SERVICE SHOP IS CALLING TO CONFIRM THE STATUS OF A TOW ASSIGNMENT OR CONFIRM WHETHER OR NOT THE VEHICLE HAS BEEN RELEASED FOR PICK-UP?
•Provide them with Select Service Repair Hotline toll free number: 877-749-7908.
•Agero will confirm the following information from the repair shop before Agero provides any status information:
oClient Name
oThe company they're calling from (must match the Agero Tow Destination on tow assignment)
oClaim Number or Policy Number
oCustomer First and Last Name
oYear, Make and Model of the vehicle
IF VEHICLE IS INCURRING STORAGE, CONFERENCE CALL WITH CUSTOMER AND TOW YARD TO CONFIRM PERMISSION TO MOVE/RELEASE VEHICLE AND OBTAIN CHARGES USING 3-WAY CALLING AND READ DISCLAIMER.
OBTAIN THE FOLLOWING:
Is a customer signed release or any other documentation needed?
Is Hold Harmless Agreement needed?
Verify pick up hours or hours of operation
Verify anticipated/advanced charges
If the customer refuses to release the vehicle, the maximum we will pay for storage is up to ______ days from __________
·Should the customer refuse to release the vehicle and refuse to authorize State Farm to move the vehicle during the call, the maximum we will pay for storage is up to 7 days from the Date of Loss.
Cash instead of rental to the claimant
What is LOU?
Repairability Prediction is ran when the vehicle is not drivable.
We Do not run Repairability Prediction in ECS or review Potential Total Loss Word Tracks that display in the HAART when vehicle is:
What is:
A claimant vehicle unless liability has been marked “Established” in ECS and the insured is liable for the loss.
If liability is later established against the insured, the claim handler may need to re-click the button to get accurate results.
When customers are presenting a claim for rental only
Drivable. If the vehicle is non-drivable, the Drivable field must be “No” in ECS prior to running the Repairability Prediction
Non-drive vehicles solely because of stolen wheels, flat tires, broken headlights, or taillights, or mechanical or undercarriage damage (rodent damaged wires, bad gas, stolen catalytic converter, etc.)
Other vehicle types
FOR COMPLAINTS FOR ACTIVE/LIVE TOW REQUESTS.. NAME THIS BUTTON THE AGERO PORTAL. CLAIM HANDLERS AND LEADERSHIP CAN USE THIS BUTTON TO COMMUNICATE WITH AGERO. USING THIS PRIORITIZES A MESSAGE TO THE AGERO TEAM FOR AN ACTION TASK AND SAVES A PHONE CALL FOR OUR CLAIM TEAMS. IT ALSO LOGS A NOTE IN THE DASHBOARD EVENT CASE HISTORY, TO DOCUMENT THE FOLLOW UP REQUEST.
•At the top of each tow case on the dashboard, there is a new “Contact Agero” blue button.
●Handlers should check the Agero Accident Management Dashboard for any status updates to reduce phone calls.
●If contact with Agero is needed, handlers should continue to work with the customer and Agero (855-473-3239 or through the “Contact Agero” button the Dashboard) to assist in completing the tow request.
IF YOU HAVE A CUSTOMER ON THE PHONE AND THE TOW FACILITY IS CLOSED. VM IS NOT AVAILABLE. WHAT DO YOU DO? AND DO YOU STILL ARRANGE THE TOW?
●If voicemail is not available, ask the customer to contact the facility as soon as it reopens to release the vehicle to State Farm. Explain to customer:
●Vehicle release will need to be completed as soon as possible
●Customer may be responsible for excess storage fees
●Send Storage Rental Mitigation Letter and Storage Mitigation text if applicable
●FC0015484 / FC0015550 Spanish
●See Self-Services for text eligibility requirements
●Set 1-2 days LDS - Update this in ECS
What state doesn’t allow a tow yard to charge storage beyond 15 days unless the tow yard notifies the customer?
●California
You will be satisfied with the fit, corrosion resistance qualities, and performance of those parts for as long as you own your vehicle. Or we'll see that the parts are repaired or replaced to your satisfaction
What is the State Farm Promise ?