Day 1
Your customer should take a picture of this when releasing vehicle when MVR shows lien exists.
Odometer
Frontload POA's
You'd communicate and send this letter if vehicle cannot be released timely.
Storage Cut Off
LH asks you where the title should go
IAA Englishtown
Your NI has the title for their vehicle. Inspection and auth provided on Friday 11/7. NI cannot come in to office until Tuesday 11/11. What day can draft be issued?
Friday 11/7
Average Days to Close
Less than 14 days
"As fast as you can"
These collective calls are meant to release and move vehicles from yards to IAA
3way calls
This note should include the TL and rental expectations along w/ call back expectations
Customer Care (Cu)
Visiting this site daily will help obtain odometer if NI was unable to get photo
IAA
When do we issue payment(s)
$2k can be issued on 5/1/24 for NI's appt and close feature. Day 3 obtained.
Wait for confirmation of POA's completed and issue LH portion, $8k.
0-24 Contact%
Greater than 68%
"Do I have your approval to tow your vehicle from its current location to our facility for an inspection?"
This script is located where
Referral Hub
Provide the job aid link for how to resolve customer concerns.
Addressing Customer Concerns (sharepoint.com)
TLRR
Salvage
NSU diary
TL settlement is $12,500. LH says payoff is $15,000. How much is your verbal GOT request?
How much is your verbal GOT is LH payoff is $11,750?
$12,500
$11,750
Less than 10%
Name 3 tools to identify a TL
DTE
Roundtable
Photos
IAA
Your customer advises they cannot locate their title and need to get another replacement/duplicate. How do you assist?
DMV site and schedule timely appt.
Schedule TDE for same, following day
You'd visit this Highway/ site to identify the total loss paperwork needed for your Illinois customer that had a NJ loss.
Salvage
(Specifically, Illinois salvage page)
TL settlement is $20,000. LH advises payoff is $22,500 and NI has gap coverage. LH does not accept $20,000 up front and wants to review TL documents. POA's were completed.
Wait for LOG or Pay?
Pay
Average Days to Inspect
Less than 7 days
What should be added to your claim when MVR and NI confirm lien AND policy has NPO coverage?
Set level 2 CVQ for Loan NPO
See if applicable after inspection and call to LH
Your insured wants to ORS after field inspection but owes LH $4,500. The ORS settlement comes to $6,700 after salvage is deductible.
Can NI ORS?
Yes
Call LH on 3way so everyone on same page. LH would send title to NI. $4,500 would to go LH and $2,200 to NI.
We do not manage repairs.
*** Double Jeopardy ***
This document TL document is needed when there's a limits issue and claimant's vehicle is a TL.
Third Party Total Loss Limit of Liability Letter
*** Double Jeopardy ***
NI is upside down and Loan NPO applies. How much is LH getting under Coll and NPO? How much is NI getting?
24-471498544
Loan Balance: $28,545.50 -- No deductions
$23,417.98 under Coll to LH
$5,127.52 under NPO to LH
$1,051.44 under NPO to NI
DTL%
Greater than 65-70%