Overcoming Objections
Looney Lienholders
Paperwork Panic
Salvage Shenanigans
Misc.
100
Our customer, Graham, is angry with his valuation and demands to know how we calculated our value. What would you tell him?
We use JDPower to search for same year/make/model within a certain distance from zip, then adjust the average sale/sold price for the condition of your vehicle along with any aftermarket parts/recent major work or refurbishments.
100
What two documents do we need in order to release payment if the customer has a lien holder?
1. Signed POA from owner(s)
2. Signed LOG (Letter of Guarantee)
100
If we need a POA signed and have 2 owners in different states that cannot sign together, how do we acquire their signatures?
We can set each party up at a local office (if in a surrounding state) or we can send POA via FedEx.
100
Can someone ORS with a lienholder?
Only if we get permission from the LH (since they own the title)
100
What is Progressive's version of GAP insurance
Loan NPO
200
The owner of a total loss vehicle is adamant they cannot find a vehicle on the market right now for the price that we are paying them. How would you respond?
We owe for the price of your specific vehicle in its condition prior to the accident. We do not owe for the price of a new vehicle.
200
How much are we paying the Lienholder under NPO coverage?
$2,677.90
200
If we have a total loss vehicle where one of the owners is deceased, what do we do?
1. Get copy of death certificate
2. Have title/POA signed by next of kin or informant on death certificate
3. Have them sign a Small Estate Affidavit for transfer of certificate of title form
**when in doubt, reach out to the Illinois Salvage Chat!
200
What steps do we complete when we have an ORS claim for a vehicle that is 9 model years and older?
1. Request a photo of title
2. Complete Title Work Only assignment in IAA
3. Open ORS salvage
4. Issue payment for ORS amount!
NO PPW NEEDED!
200
What age can the owner keep their vehicle for ORS?
9 MODEL YEARS OR OLDER
300
Here is a breakeven analysis for a total loss vehicle. Why did this vehicle total?
Estimate for damages seen is $6390.95. However, there is an expectation that more damage will be found once teardown occurs, estimated at $500 (total projected estimate of $6,890.95). The total loss valuation for this vehicle will be $6763.60. Therefore, it will be cheaper to total the vehicle.
300
If we are going to be using NPO (meaning the owner of the vehicle is upside down on their loan) Do we use the Lienholder Portal? If not, how do we contact the lienholder to get the payoff information and what else do we need to ask?
No, we do not use the lienholder portal for NPO claims. We contact the lienholder by calling them and using the "Lienholder Contact" template. We also need to make sure we ask the NPO questions in the calculator while on the phone with them:
300
If we have a vehicle that is registered in another state, what resources can we use to assist us in handling the total loss?
1. Salvage site: Breaks down state specifics by each state
2. Salvage chats: Links to admin in other states that can assist you and answer questions about out of state TL vehicles
3. Supervisor/coaches: If you still need help, ask!!!
300
Our customer is adament that she wants to keep her 2023 Chevy after it's been deemed a total loss, can she keep this vehicle?
No, this vehicle is it not 9 years or older, so the owner does not have the option to retain.
NSU Requirements:
- If vehicle is eight years or newer: Vehicle cannot be owner retained and must be processed as Progressive retained.
300
How many days does the customer get to keep the rental after their vehicle has been deemed a total loss?
3 days
400
This customer is insisting that his vehicle is worth more than $2,997.20. How would you respond?
There is a title history adjustment, meaning this vehicle was recently involved in some kind of accident causing a significant amount of damage. Because of this, it is worth less than if it had a clean title.
400
If we have a lease vehicle that is a total loss, what do we need to do to finalize the process?
1. Get a LOG and confirm if NPO on policy
2. Confirm with Leasing company how much the owner of the vehicle has paid in taxes
3. Payment goes to Leasing company, amount paid in taxes goes to owner
NO POA NEEDED!!!
400
What Total Loss documents need to be sent to the Insured once the valuation has been completed?
- TL Letter
- Settlement Summary
- Estimate
- Valuation
400
If someone has a vehicle registered in another state and wants to ORS, what should we do?
Verify state ORS guidelines by collaborating with sup/salvage site/chat
400
After a vehicle is totaled and the value is settled, what additional reimbursement is the owner eligible for? How many days do they have to pursue? (BONUS: What documents do they need to submit?)
- TTR (Tax and Title Reimbursement)
- 30 days after vehicle DTL
- ST (Sales Transaction) 556 and BOS