To Total Or Not To Total
TL Paperwork
Pre-Inspect Steps
Post-Inspect Steps
Miscellaneous
100
1998 FORD FOCUS, front end damage, AB deployed, 225,000 miles, bumper fell off, leaking fluids . . Won’t run..
Will this vehicle likely total or do you need more info?
Total!!! Based on age, damages, AB deployment, and mileage
100
What paperwork do we need signed when the customer owns the title? What about if they have a loan?
If customer owns title: Need Title Signed
If customer has loan: Need POA Signed/Notarized
100
What are some tools we can use to determine if a vehicle is/is not a TL?
Photos of vehicle, DTE, Market + Salvage value, MOI Chat (via sup)
100
Before rolling out the settlement figures to the customer, we need to make sure we wait for what?
Contact from the person who did the Inspection (diary/teams message) and Authority if needed
100
What do we put here for "salvage method?"
Pool or Owner Retain
200
2020 Jeep Wrangler, Front and rear end damages, all front AB deployed, no leaking fluids, engine runs, bumper, hood, rear bumper, 1 headlight, hood buckled, grill fell off.
Will this vehicle likely total? Do you need more information?
Need more info! (However probably will total)
We want pictures, mileage, etc. and collab with sup (MOI template/chat)
200
What are the 2 ways we can get paperwork signed?
IPTL or Fedex (TRY OFFICE FIRST)
200
Once we figure out a vehicle is a TL, what is the first thing we should do to get owner/lienholder information?
Run BMV I-Records search and copy/paste in notes
200
What assignment do we set in PDSUITE for an in person TL appt? What template do we put in the notes?
Greet Misc appt in PDSUITE, Admin Assist Template in notes
200
What can we run in IAA to help us determine approximately how much a vehicle is worth?
Market Value in IAA. Which two numbers below do we care about and what do they mean?
300
What do you want to know about this vehicle before thinking it is not a total or is a possible total loss?
What year is it? Did the airbags deploy? How many miles? Leaking fluids? Does the engine run? Wheel damage on other side?
DTL or SHOP do you think?
300
We have a claim where we run I-Records and the title shows that it is registered to Bob Sponge and Patrick Star. Whose signature(s) do we need on the paperwork?
Both Bob and Patrick (Has to match the title record)
300
If the customer expresses interest in keeping a vehicle, what should we ask our sup about doing instead of sending it to IAA?
Field Inspect (Have sup/coach walk you through setting one up)
300
What template do we use to rollout the valuation/arrange for paperwork completion with the customer?
TL Settlement Call
300
What are the two ways we can contact a lienholder? What template do we use if we are contacting them via phone?
Lienholder Portal and Call, if you call use LH Contact Template
400
OTL? Yes or No?
Yes!!! Send that thang to IAA
400
When completing the TL Doc Gen or having the customer sign their title, do we include taxes in the settlement amount or not?
No taxes. Any paperwork that will be processed by salvage should not include tax.
400
Once we get confirmation from the customer that the vehicle is cleaned/released, what steps do we complete to move the vehicle to IAA? What about to set up a VTL Inspection?
To move to IAA: IAA Standard Assignment/DTL 3 way call
To set inspect: Referral Hub Assignment
400
What is the difference between the Settlement Summary and the Valuation Report?
Settlement Summ gives us the numbers, Valuation Report tells us where we got them and additional details about them (conditioning/Aftermarket Parts)
400
On a claim where an insured is upside down on their loan, what Progressive coverage would potentially kick in? What do we use to determine how much will be paid out under this coverage?
Loan NPO coverage/Use Loan NPO calculator (must be verified with sup before paying)
500
Vehicle Year/Make/Model: 2017 TOYOTA Corolla
Mileage: unknown
DTE: 45
Approximate ACV (IAA/Carfax/NADA): NADA - $15,175
Air Bags Deployed (Y/N): N
VTL or SHOP?
VTL
500
What are the 3 things we need to do when a customer is doing ORS (If veh is older than 7 years)
Title Only work assignment in IAA, Open Salvage for ORS, Issue payment (No paperwork Woooo!)
500
When we make our first call to a customer whose vehicle is a total loss, what template do we use? What do we need to tell the customer to do before we can pick their vehicle up?
Initial TL call Template, customer needs to take photo of odometer, clear out vehicle, leave keys with the vehicle, release vehicle to Progressive (SEND THE TEXT TEMPLATE!)
500
On a Total Loss claim, we need to make sure we open and diary the salvage team. What do we include in the diary and who do we send it to?
IN/AUTO/IV or CV/PRS diary to TM17SALV
500
If we have a customer that is disputing a total loss valuation, what should we do?
Get specifics on why they feel our valuation is incorrect. Review the Valuation report and collaborate with supervisor. Remember to be confident and DON’T use the word offer or settlement!
600
Challenge Question for Double Points!!!!
Here is a breakeven analysis for a vehicle. A customer asks "Why did my vehicle total?" What would you say?
When your vehicle was inspected our estimate for repairs was $4,765.79. Your vehicle's approximate value (before factoring in deductibles, taxes, or it's condition) is $5,060.33. Therefore, your vehicle meets the threshold for it to not be economically feasible to repair, meaning it will be a total loss. (remember approx 70% threshold)
600
CHALLENGE QUESTION FOR DOUBLE POINTS!!!!
This is the back of an Indiana Title. If the customer is attempting to fill this out virtually, what numbers do we advise them to complete/what do they put for each number?
1. Put mileage
2. Sign (anyone on title must sign)
4. Print name
5.Date of signing
6. Selling Price (WITHOUT TAX!!!!)
CUSTOMER SHOULD LEAVE ALL OTHER NUMBERS BLANK!!!!!
600
CHALLENGE QUESTION FOR DOUBLE POINTS!!!!
We run the title and this comes back. Who do we need to contact about potential liens?
1. Riedman Motors
2. There is a Pending State Lien, meaning we will need to verify if this is with the Dept or Revenue or a child support lien. Contact info for both is in your Onenote!
600
CHALLENGE QUESTION FOR DOUBLE POINTS!!!!
A customer is disputing the value of their vehicle stating that it is in "pristine condition." Based on the valuation report above, how would we respond?
The inspection revealed the following:
1. Seat stains that knocked off $67
2. Carpet stains that knocked off about $25
3. Prior front cover and assemblies to both mirrors that knocked off $27
600
CHALLENGE QUESTION FOR DOUBLE POINTS!!!!
Above is an unsigned POA (with personal info redacted). Lets say we are on the phone with the customer and they are asking where to sign. What would we tell them? (hint: it says it in the total loss letters on your onenote!)
Sign on the first page EXACTLY as your name appears on the title
Put the mileage on page 2, sign below that where it asks for your signature, and then put today's date as the "date of statement"
**LEAVE THE BOTTOM PART WHERE IT ASKS FOR STATE AND COUNTY ON PAGE 2 BLANK, THIS WILL BE COMPLETED BY A NOTARY**