Select Service
True or False:
Select Service is the #1 repair process for State Farm that creates the most ease for the customer and quicker turn around.
True
"I'm not sure", "I have to speak with XXXX", "I'd like to look around" are all examples of:
A - Being confused about Select Service
B - Being uncertain of the shop choice
C - Refusing/denying Select Service
D - Pocket Estimate opportunity
B - Being uncertain about Select Service
What are the 3 updates we need to make on a claim file when addressing towing/storage?
Last day storage
Letter - storage mitigation letter
Location - update vehicle location
What does it mean to LOCK in the tow?
Location: Accurate location details provided to Agero will eliminate delays when dispatching a tow.
Other: Agero needs specifics to dispatch the correct equipment. Providing whether the wheels will or will not roll helps the customer receive the appropriate tow equipment without delay.
Color: Provide the color of the vehicle being towed.
Keys: Provide key location information to Agero.
QFC or No QFC
The insured's distant relative reports a claim for the insured since the insured is in the hospital. The insured finally gets out of the hospital and calls state farm to handle.
No QFC
True or False:
When searching repair assistant, a claim handler should search by a physical address and 10-mile radius for the most accurate results.
False
How soon can a customer expect a contact and estimate from the Select Service shop?
Contact is typically within 24 hours but may vary by the repair facility.
Estimate is available depending on the availability of the repair facility and the severity of the damage (shop will advise how long it takes)
How does a claim associate avoid DVAM not run prior to assignment?
Running repairability predictor tool prior to sending a vehicle inspection assignment.
You come across a claim where the insured's vehicle is non drive. When trying to address the towing/storage the customer states they need 2 days to gather their belongings and release the vehicle. You spoke to them on a Monday. What day do we send the assignment?
Monday - we setup tows, update vehicle locations, send last day storage and ensure that tow is setup for the release date to be completed.
When it comes to a QFC, who is considered "other" when it comes to being the reporting party?
Hint - there is 8
Select Service is available for inspections except for:
A - Fire and Flood claims after a staff assignment inspection has been sent.
B - When customers want to cash settle
C- Claimant's when liability is accepted at 100%
D - Tesla Vehicles
B - When customers want to cash settle.
When handling California claims and setting up select service for the insured or claimant, what two things must be read verbatim and what two things must be documented in your file note?
Part 2 - What must be read verbatim and documented if they chose NPS shops?
Part 1 - ADSP and CIC758.5
Part 2 - Pricing/supp
Repairability predictor is not run on:
A: Drivable vehicles that the customer does not feel safe driving the vehicle due to damages.
B - Non drive vehicles located at the scene of the loss.
C - Non drive other vehicle types
D - Non drive vehicles due to rodent damages
A, B, C, D
If a Select Service shop is calling ot check status of an Agero Tow assignment, what do you do?
If a Select Service shop is calling to confirm the status of a tow assignment or confirm whether or not the vehicle has been released for pick-up, provide them with the Select Service Repair Hotline toll free number: 877-749-7908.
QFC or No QFC (Insured and claimant)
Claim is reported by the claimant and 100% clear liability against the claimant.
Insured - yes QFC is needed
Claimant - no QFC is needed
A - For claimants when liability is tentative.
B - For claimants when liability is less than 100% on insured.
C - Low liability limit exposure
D - For the insured when liability is pending
A - For claimants when liability is tentative
B - For claimants when liability is less than 100% on insureds.
C - Low liability limits
After discussing repair options, a claim handler setup photo estimate for repairs. Once the estimate was completed, they changed their mind to Select Service. What information would you provide to the Select Service shop when sending the assignment and what additional step do you take with that assignment?
Special Instructions Box:
Document dollar amount of previous payment
De-Select auto pay box.
What is the template number we use for documenting towing and storage charges?
Template: 487 - Towing and Storage Advanced Charges.
If a accident scene tow or secondary tow is setup through agero and is no longer needed, how do we cancel the assignment?
Part 2 - If the assignment has been dispatched already, how do we cancel the assignment?
Part 2 - Agero dashboard, select "contact agero" button and advise notify agero of cancelation.
The insured reports a collision loss. The insured is liable for the loss. Their coverages are A100/300/100, D250, R1 25/600, U100/300/100. The insured needs repair and you advised them they do not carry collision therefore we cannot pay for repair their needed repairs.
What applicable coverages do you document?
A100/300/100 and R1 25/600
We are prohibited by law from requiring that repairs be done at a specific automotive repair dealer. You are entitled to select the auto body repair shop to repair damage covered by us. We have recommended an automotive repair dealer that will repair your damaged vehicle. We recommend you contact any other automotive repair dealer you are considering clarifying any questions you may have regarding services and benefits. If you agree to use our recommended automotive repair dealer, we will cause the damaged vehicle to be restored to its condition prior to the loss at no additional cost to you other than as stated in the insurance policy or as otherwise allowed by law. If you experience a problem with the repair of your vehicle, please contact us immediately for assistance
What is this?
California ADSP - CIC758.5
What are the first 3 steps in order for when a customer states they have issues with the repairs?
Step 1 - confirm the customer has addressed the repair concerns with the original select service shop.
Step 2 - Direct the customer to call the original shop to attempt resolution of their concerns.
Step 3 - Initiate a 3-way call with customer and the original select service repair facility.
An insured has a loss on a Friday and their vehicle is taken to a storage facility that night. Same day they file a claim with State Farm. We talk to the customer regarding their storage for the first time on Tuesday. How many days would you authorize storage to be covered for?
7 days
We cover Friday, Saturday, Sunday, Monday, Tuesday since that is the number of days it took us to have any mitigation conversation (5 days). Then we give them 2 days.
For billing questions, how do we reach agero?
SFbilling@agero.com OR sftowteam@agero.com
Express can finalize liability on a 50/50 or 100/0. What are four examples of claims that are not considered to be clear liability?
Intersection (left turns, open intersections with no traffic controls, light disputes, right turns)
Lane changes
Both Vehicles backing (or even 1 backing while other is driving down the aisle)
multi-vehicle accidents