Staff Estimate - In Person

SE

100

What must be updated in ECS before sending in-person inspection?

Vehicle Location 

200

If the vehicle is at a salvage yard, deemed repairable and is being towed to a NPS for repairs. How many days out should the Staff inspection be set for?

Two business days to allow the vehicle to be towed to the NPS.

300

What is needed to set up an in-person SE if the vehicle is drivable?

TM approval

400

When sending a staff inspection, the vehicle should be?

Non-drivable

500

If the vehicle is drivable, name at least one criterion that must apply so the staff inspection can be sent.

• Vehicle is not eligible for Photo Estimate, Staff - Video and Select Service was declined.
• The vehicle is located at the repair facility at the time of assignment.
• The assignment is being made at the direction of Estimatics (i.e., appraiser or dispatcher request).

SE

100

What is a Staff In-Person inspection?

The AEA contacts the customer or repair facility and completes a repair estimate utilizing virtual tools. Appraisers have discretion in determining if an In-person Inspection is necessary.

200

Name at least one exception an In-person appointment may be scheduled instead of General inspection.

• General Inspection is not an option based on Inspection Option Tool results and In-person is the last remaining option.
• Vehicle is located in Massachusetts and Rhode Island.
• Assignment is made at the direction of Estimatics.
• Vehicle is located at a non-program repair facility with an alternative workflow.  

300

What tool determines if an In-Person inspection is applicable?

IOT

400

What triggers a Staff In-Person Inspection?

Some vehicle owners do not choose repairers who participate in our programs or are ineligible or decline the Photo Estimate and Video Inspection options. State Farm performs General or In-person Inspection services and provides the vehicle owner with a repair estimate using labor rates that are competitive in the local market area

500

How is undercarriage damage and mechanical damage handled?

• Appraiser will need to inspect undercarriage and mechanical damage only at repair facilities. This type of damage usually requires additional diagnosis including being placed on a lift, alignment machine or other diagnostic equipment to determine what damage is loss related.

SE

100

Should a Staff-In person inspection be sent for a drivable vehicle?

No, In-person Inspection requests for drivable vehicles should be rare and utilized when other options have been exhausted.

200

What does SE stand for?

Staff Estimate

300

How would you advise the AEA of prior damage or companion claims when setting up inspection?

Document in Special Instructions any information that may impact an inspection. 

For example: Prior Damage exists; Companion Claims exists, or any other information the appraiser should know that is relevant to the inspection, etc.

Do not use Special Instructions to communicate an inspection cancellation or vehicle location change. 

 

400

Most inspections will be a General Virtual Inspection assignment unless the inspection meets one of the exception criteria for an In Person. Name at least one criteria.

• Assignment should be sent as Staff - In Person if any of the following apply:
  • General Virtual Inspection is not showing as available in IOT results.
  • In-Person inspection may be Jurisdictionally required (MA, RI, or CT).
  • The assignment is being made at the direction of Estimatics (i.e., appraiser or dispatcher request for service recovery, Select Service repair concern, etc.).
  • Vehicle is at a repair facility that is an Alternative Workflow and requires an In-Person inspection based on direction in the Jurisdiction Reference.
  • Wiring/infestation damage from a rodent, damage that is mechanical only, water intrusion/flood, fuel contamination, and lightning strike. Not including recovered thefts.

500

What is the proper process for changing vehicle inspection location or to cancel staff inspection appointment?

• Do not transfer customers to Centralized Dispatch Unit (CDU).
• Do not provide the CDU telephone number to customers.
• Contact CDU: [phone] and provide new location or cancel staff assignment.