TEAM CLAYTON TPD JEOPARDY

Towing

100

How far can we tow V1?

Towing to the nearest repair facility where necessary repairs can be completed, plus an additional 10 miles.  

200

V1 is a PTL, what if the customer does not know where V1 is?

• Customer can call us back to inform us where the vehicle was moved to from the accident scene.
• Send Storage Rental Mitigation Letter and Storage Mitigation text if applicable.

300

What is the difference between ERS, Agero and Salvage tows?

ERS - mechanical breakdown 

Agero - involved in a comp or collision loss and repairable. 

Salvage - PTL or ETL 

400

What do we do if there are allegations of damages caused by an Agero tow?

Email [e-mail]. The following template should be completed and accompanied by photos and an estimate of the damage, excluding accident damage.

Customer: 

Company Name: State Farm

Policy Number (if applicable): 

Claim Number: 

Contact Phone Number: 

Vehicle: 

Vehicle Damages Caused by Tow:

Date of Service: 

500

What if you receive a call regarding a tow bill reimbursement?  

• Do not submit the loss report
• Ask the customer to contact their agent for reimbursement
• Exception: When the agent is not able to pay the bill complete a loss report.

Phone Calls

100

What is the proper call greeting in HAART?

Thank you for calling State Farm. My name is ____. May I ask whom I'm speaking with?

- Confirm preferred name

- Ask about customer well-being

Closed ended question - (As needed) What policy do you want to file this claim under?

200

What should we say when there's a general coverage question? Example is this considered Comprehensive or Collision?

"Thank you for your inquiry. Please understand that I can only provide you with general information in response to your questions or inquiry. To determine whether a particular situation would be covered under any State Farm Policy, a complete investigation and policy coverage analysis would need to be conducted following submission of an actual claim seeking coverage."

300

If someone OTHER than an Insured (Ex: Attorney, Claimant, Lienholder, OIC) requests if coverage was in force on the date of loss and no claim exist.

Advise customer that no claim has been filed 

DO NOT discuss claim details or discuss policy details.

400

Tow Bill Reimbursements?

Customer asks about reimbursement for an ERS bill:

• Do not submit the loss report
• Ask the customer to contact their agent for reimbursement
• Exception: When the agent is not able to pay the bill complete a loss report.

500

No Pay No Play

If another insurance company is calling to verify No Pay No Play coverage attempt to locate a claim for the insured

• If a claim has not been set up:

  
  

  • Transfer the OIC to the NP/NP hotline in the directory under Other category
• If a claim has been set up:

  
  

  • Verify that liability coverage was in force on the date of the loss and no coverage questions exist on the claim
  • Advise the OIC coverage exists on the policy
  • Do not discuss claim details

See: Reassign to Property-Complex; Reassign to Injury; or Transferring Calls. 

JR's

100

What states require us to ask about CPRS?

California and Illinois 

200

What do we need to consider when handling Louisiana claims?

NPNP - No Play No Play Statute

300

What 5 States require us to establish Driver ID?

California 

Texas 

Virginia 

New Jersey 

New York 

400

What tool do we use for Michigan claims?

Michigan Decision Guide

500

For the state of Virginia what do we need to review regarding Rental/Transportation Coverage?

Document explanation of CDW, SLP, and PAI to Insured and/or Claimant.

Repairs

100

Can an insured upload a NPS estimate to to Photo Estimate?

Yes, The customer has the option to take 5 additional photos of their choice and provide a description.

200

What is the thing we need to get when using the NPS?

DTP

300

What are the 3 exceptions to send SE on a drivable vehicle?

If the vehicle is drivable, one of the following criteria must apply.

· Vehicle is not eligible for Photo Estimate, Staff - Video and Select Service was declined

· The vehicle is located at the repair facility at the time of assignment

· The assignment is being made at the direction of Estimatics (i.e. appraiser or dispatcher request

400

If a travel trailer rolled over and is still coming back as repairable in the system can we move it to salvage?

When a vehicle is identified as an obvious total loss during first contact, move the vehicle to the salvage yard and send a Staff Assignment instead of using Snapsheet.

500

Can we send Vendor Assist to a residence?

Snapsheet can complete their assignment at either a shop or residence and therefore it is not necessary to move the vehicle prior to the assignment unless it is collecting storage fees, or the customer just prefers to have the shop coordinate.

Escalation

100

Where we can find weather event that are declared Catastrophes?

Catastrophe Claim Group Index

200

What tool do we need to use to reassign claims to Injury?

Auto Segmentation & Tiering Tool

300

Which property tier do we reassign claims to if V1 was filled with diesel gas by mistake.  

Tier 2

400

Which tier do we escalate water damage claims to?

Tier 1: Flood 

Auto with Water Damage 

Tier 2: Water / Flood

RV with Water Damage 

Recreational vehicle with interior water damage (excludes damage caused by flood Reassign to Tier 1)

500

Which tier in Property do we need to reassign the claim to if an attorney is representing PIP/MPC only?

Trick question!

The property damage can be handled in Express with the customer.