Who is USAA
The Program
Billing/Estimates
How to be a Dud
How to be a Stud!
100
Where are the 3 USAA offices located?
Where is San Antonio, Tampa and Norfolk
100
How Long has CRC been on the program?
What is Since the beginning, We were on the pilot program. Approx 14 years.
100
What do you do if an estimate is not correct
What is Tell your Estimator. We need to make sure the scope matches exactly what we do in the home. NO EXCEPTIONS
100
Do we start work before estimate is approved"?
What is NO!!!!!!!!!!! Do not do it.
100
When do we overcommunicate?
What is as much as possible!
200
What does USAA Stand For
What is United Services Automobile Association. It was started by people in the service for people in the service.
200
How many claims can be expected in FAY
What is equal or more than RAL. approx 300 or 7/week
200
When do we bill?
What is once the COC is signed!
200
When do we not update USAA?
What is NEVER. Always keep them in the loop
200
Do we send the Work Auth or the USAA manager?
What is YES so that we can have good scores and keep the adjuster updated! It also allows us to make sure our name is made payable on the check
300
How do you qualify for USAA
What is be a direct decendant of someone who served in the military. (ie. son grandson)
300
What are the benefits the homeowner has when using the PDRP (property direct repair program)
What is 3 year warranty use of a general contractor Safe Good working relationship with insurance
300
When do we ask for the check to be signed?
What is At the completion of the job. Asking prior would result in suspension from the program
300
What is the best way to communicate with USAA
What is Online unless it is an urgent matter. Sometime online responses take 24-48 hours but it is the preferred method
300
When do we update JPP
What is All the time!
400
Are their USAA Agents that are local
What is NO. Only Adjusters. Primarily online and do not advertise much. Word of mouth company that was built on customer service.
400
WHo is made payable on a check
What is member, CRC and any Mortgage listed on the property. Checks are sent directly to CRC Fay office
400
When do we provide the estimate to the member?
What is only once it is approved! It is available online as well at USAA.com and we need to direct the member to get it there if possible.
400
If a customer is upset, do we tell USAA
What is YES! honesty is the best policy. if we can get our side of the story to USAA first it will help us stay out of trouble.
400
What does USAA know
What is only what we tell them. We need to make them feel like they are a part of the process.
500
How many Contractors are on the program in FAY
What is 3 others. Highland, Showcase and D1
500
What is the % of claims to be reinspected by USAA. How are reinspections graded?
What is 15% will be reinspected. They measure by amount of error in $ between approved estimate and reinspectors error margin. (ie if we send $100 back on a $1000 claim that is 10% error. We strive for 0% Error)
500
How complete is the estimate once it is approved by USAA
What is it should be as close to 100% as possible. Revisions/supplements are frowned upon.
500
What is the satisfaction % that must be kept in order to stay on the program
What is 98% bust say they would prefer us!
500
Who is the face of USAA
What is YOU!
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