Claims Basics
What number does a customer call to start a claim
855-298-8626
What does NPA stand for?
What do you see on the claim page when an alert is triggered?
A red triangle next to the set alert.
Toco Concierge agents must collect these documents from customers to confirm that the car has been properly maintained
Maintenance Records
How are shops paid for repairs completed?
With a WEX card that is emailed or faxed over.
What department is responsible for starting a claim?
Customer Care/Concierge
When does a customer submit an NPA?
When they have paid out of pocket for a repair.
What is the Aggregate Limit of Liability?
$15k
This alert indicates that a vehicle's current mileage is significantly different from the previously reported mileage.
Mileage Alert
If a shop requests to be paid by check, what is the time frame to receive a check?
4-6 weeks.
Who administers Toco Plan Claims
Toco
How many business days does a customer have to submit an NPA?
5 Business Days from the day the repair was done.
What sub-claim stage will a claim be on if it has been approved?
Authorization Provided
How often are concierge tasks set for?
Every other day until a customer answers or responds with necessary material.
What type of task is created when a shop does not charge the Wex Card for payment?
Payment Expired
Can claims be filed on the weekend?
No, Toco is only open from Monday-Friday
What is the dollar amount that a customer can receive for tow reimbursement?
$100
How do you check on the status of a claim?
By checking the status of the sub-claim & sub-claim line items and reading the claim notes.
The term for when a customer has reached the maximum amount Toco can pay on a claim, is found using the NADA Guide.
Limit of Liability(LOL)
How does the claims team determine how much will be paid out on a claim?
Labor and Part requests are compared to national labor guides such as ALLDATA & Mitchell.
How does the Certificate of Appreciation(COA) work?
This certificate allows a customer to receive assistance during their waiting period. The money they have paid into the contract is matched during the first 90 days and put towards their repair.
What must an invoice have on it to be submitted for reimbursement?
Customer information, Vehicle info(VIN&Mileage), breakdown of cost, parts/mileage towed/ or service provided. Contact information for Shop or vendor.
How do you edit the shop information through the claim page? Such as address, phone, labor rates, etc.
By clicking on the Vendor Address, it will take you to the vendor profile to edit.
What is ordered by an adjuster to confirm the failure(s) in a customer's vehicle?
An inspection.
The term for extra charges by a shop for labor time or parts that are not necessary for the repair.
Betterment