Expectations
What is the GRN expectation?
4 business hours
The customer tells you on step 2 they have a shop of choice what should you offer as an appraisal option?
G.R.N.
What is the FNOL A.H.T. goal in minutes?
12:30
What coverage must the customer have to complete a total loss?
Comprehensive or Collision
What state was recently added as a state we are not licensed to handle?
Louisiana (LA)
When can the customer receive their rental if the vehicle is stolen & unrecovered?
48-hours after the vehicle is stolen.
What if the insured doesn't want their vehicle to be totaled and it's at a shop of choice but they don't want to move it?
You can schedule a field appraisal to the shop to get an estimate and see if it does for certain cost more to repair the vehicle than what it's worth but we cut off storage payment the next business at if they refuse to move it.
Can you effect your own rechanneling?
Yes! Schedule the right appraisal the first time.
Where can you find the return address for the insured's total loss paperwork if they call and ask you where they send it out to?
Exposure Tab > Salvage Screen > Right Side of the Screen is the return mailing address.
If the customer has already paid for their windshield who would file the claim & what department handles it?
You file the claim & the CCT department handles it
How many expectations and who will be reaching out to the customer in a hail claim?
2. Adjuster is the Core/Express expectation and the appraiser will call in 2 business days.
What states do we have to follow SSP appraisal for?
Rhode Island & Massachusetts
How long does the customer have to log into their online account for it to go towards your e-service?
3 days
Where do you enter the salvage yard/lot number in ORION?
Salvage Button > Salvage/Lot #
Does Safeco have implied rental?
No
What do we need before a customer with a drivable vehicle can receive a rental?
Parts are physically at the repair shop and a Liberty Mutual or Safeco approved estimate is on file.
What appraisal option would you choose for a totaled RV?
Express Other Photo Capture - total loss trumps all
Who is counted towards your appraisals?
Insured, listed operators, spouse, parent or child (regardless if they're on the policy)
Who picks up the vehicle for an accident scene total loss?
Agero
What should you always check first on a status call no matter the request?
Notes and coverage
What is the mileage limit expectation for accident scene tows?
75 miles
What expectation do we give the customer when they have a damaged trailer they were pulling with their vehicle?
Collision doesn't extend to the trailer not on the policy. A claims specialist will decide if applicable which coverage it would fall under.
What is your gap time goal??
2.5%
Where does the vehicle go when it's an accident scene total loss and the insured cannot have the vehicle sit in front of his home?
Agero Storage Yard
Is Alabama a Medical Payment or PIP state? (Hint check KCC)
Medical Payments