Show:
Inspection Options
Offering Select Service
Supplements
Inspection Expectations - Service Level Objectives (SLO)
Pay Codes
100
  • Vendor Assist is the inspection option for Other Vehicle Types, except in Massachusetts and Rhode Island. What are some of the other vehicle types considered?
  • Other vehicle types may include, but are not limited to:
    • Trailers
    • Commercial Trucks
    • Semi-Trucks
    • Travel Trailers
    • Recreational Vehicles (RV)
    • Campers
    • Golf Carts
    • All-Terrain Vehicles (ATV)
    • Motorcycles
    • Stake Bed and Box Bed Trucks
100

What resource is used to verify if a vehicle is eligible for Select Service?

Review Eligible Claims section of the Select Service® Program ACM to verify vehicle is eligible for Select Service OR Select Service Eligibility in SCPs under Setting up Initial repairs

100

If a non-Program repair facility in an Estimate Assist area calls into Claims to inquire how to send a supplemental request to State Farm, what would you advise?

  • Submit the supplement in the same manner as the original estimate and photos were submitted.
    • If the repair facility is electronically capable, they do this with Open Shop or the software that connects them to CCC.
    • If the repair facility uses the TPA, they should submit them directly to Snapsheet.  Snapsheet’s contact information is on the top of the estimate.
    • If the repair facility is working from a State Farm written estimate, they can submit the supplement by visiting b2b.statefarm.com and clicking the Supplement Request No Login link to submit the supplement. This is the direction on the top of the estimate.
100

What is the expected timeframe for Salvage Inspection Estimate/Results?

Approximately 5 to 7 business days depending on the time it takes for the salvage vendor to move the vehicle and inspection to be conducted.

100

V1’s stereo replacement bill was received.  Comprehensive coverage is in force and applicable for the loss.  Which COL and pay code will be used when issuing payment?

COL 332; pay code 1; reason code ST

200

True or False: Select Service is the primary appraisal option available to customers?

TRUE - when available in the area!!

200

What needs to be done when a vehicle tow has been set up through Agero and Select Service Assignment needs to be sent?

If the tow has been set up through Agero, include this information in the Special Instruction section to make the shop aware.

200

For Vendor Assist: What do you do if an estimate and/or supplement is submitted directly to State Farm?

Email a copy of the estimate and any supporting photos to Snapsheet at photos@snapsheet.me and drop file the email to the claim file. Snapsheet will review the documents.

200

When should customers EXPECT Select Service to contact them?

Typically, within 24 hours, however, may vary based on repair facility.

200

The insured rear ended another vehicle and V1’s tow bill has arrived.  Agero towed V1 to a Select Service facility; repairs pend.  Collision coverage is in force and applicable for the loss. Which COL and pay code will be used when paying the tow bill?

COL 400; pay code 2

300

What should be considered when determining Photo Estimate eligibility?

  • Must have a smart device (Android/iOS users) with an in-device camera and network or Wi-Fi service.
  • Vehicle is in the customer’s possession and accessible to take photos.
  • Vehicle can be drivable or non-drivable.
  • No undercarriage or rollover damages.
  • Partial Theft claims are eligible.
300

Scenario: You are using Repair Assistant to provide available SS in the area of COD and they explain they would feel more comfortable going to the dealership. How would you keep SS as the first option?

While using Repair Assistant you can filter the shop list by distance and certification. If the customer is hesitant about SS due to their type of vehicle; use Repair Assistant filter to see if there are 'manufacturer certified' shops in the SS list. 

300

If a non-Program repair facility calls into Claims to inquire about how to send a supplemental request to State Farm, what do you advise?

  • Review the instructions provided on the original estimate written by State Farm located either at the top of the estimate or in the remarks.
  • The header will direct the shop to visit b2b.statefarm.com and click the Request Supplement link to submit the supplement.
300

How soon should customers EXPECT to receive their vehicle estimate after a Staff GV or In-Person inspection?

Within 24 hours of the scheduled inspection date.

300

Which pay code is used when a non-processed payment is showing in ECS?

Pay code 2 under the applicable COL with a non-processed payment

400

What needs to be done if a NI wants to change from Select Service to a NPS and the estimate from SS has written the estimate but not ordered parts or begun repairs?

  • Conference customer and SS repair facility. Use 3-way calling and read Disclaimer.
  • Confirm repairs have not been completed, partially completed or parts ordered.
  • Process SS Auto Estimate without payment by completing the following:
  • Remove the participant association to the Select Service repair facility.
  • Add the new repair facility and associate the participant to the new repair facility.
  • Proceed to Select Service Cash Settlement in the Payment article.
400

Scenario: You have discovered SS as the inspection option for V1. You read SS ADSP to NI and they are undecided. How would you respond?

If after reviewing available SS options, the owner is undecided on repair facility.

READ: “I’m showing {INSERT SELECT SERVICE DEFAULT SHOP} is the highest ranked facility in your area. Ranking is based on several factors that include quality repairs & customer satisfaction. For your convenience, I will send them an assignment now, and then text you a link to use if you need to change shops in the future.”

Explain: If customer does not want SS assignment sent to SS default repair facility, offer to send the ODM – Claims Hub Text and explain how they can use it to select a shop later.

400

What 2 steps should be taken if a NPS is repairing a vehicle based on an original Select Service estimate after the customer chose to cash settle?

  • If the non-program shop calls into Claims to inquire how to submit a supplement, ask them to visit b2b.statefarm.com and click the Supplement Request No Login link to submit the supplement.
  • Send an email with F&C letter FC0017011 (Non-Program Repair Facility Self Service) to the shop that contains instructions on how to request supplements in the future.
400

When should a customer typically expect an estimate with an Estimate Assist assignment?

Once estimate & photos are received by Estimatics:

  • The appraiser will complete their review in approximately 1-2 business days (repair facilities typically provides at the time of inspection.)
  • Estimate and photos will not be viewable in ECS until the appraiser review is complete and the documents have been sent to the claim.
400

Claimant-Owner Julie, who resides in California, has submitted an invoice for her damaged Child passenger Restraint System (CPRS).  Rental and repairs are pending for V2.  Liability coverage is in force and applicable for the loss.  Which COL and pay code will be used when issuing payment for the CPRS?

COL 200; pay code 2; Reason Code CS

500

What would need to apply for an assignment to be sent as Staff - In Person?

  • General Virtual Inspection is not showing as available in IOT results.
  • In-Person inspection may be Jurisdictionally required (MA, RI, or CT).
  • The assignment is being made at the direction of Estimatics (i.e., appraiser or dispatcher request for service recovery, Select Service repair concern, etc.).
  • Vehicle is at a repair facility that is an Alternative Workflow and requires an In-Person inspection based on direction in the Jurisdiction Reference.
  • Wiring/infestation damage from a rodent, damage that is mechanical only, water intrusion/flood, fuel contamination, and lightning strike. Not including recovered thefts.
500

When is Select Service not available?

  • When customer does not intend to repair the vehicle at Select Service repair facility when setting up the initial assignment.
  • For claimants:
    • If liability is tentative.
    • If insured's liability is less than 100%.
    • When liability limits appear to be lower than repair costs.
500

What steps are taken if the claim handler receives a supplement request (New Mail) direct from non-program repair facility that contains an estimate and photos and there is an original State Farm written estimate in the claim?

  • Add CDU Supp Review Needed as a performer
  • Complete the New Mail task and label it with a description of Insured or Claimant Vehicle Supplement
  • Once labeled, from the Document screen, click Edit and then click Create File Note icon
  • Send an email with F&C letter FC0017011 (Non-Program Repair Facility Self Service) to the shop that contains instructions on how to request supplements in the future excluding Estimate Assist repair facilities.
500

What expectations can be explained to customers for Photo Estimate?

Once the photos are received:

  • Typically, within 2 business days of receiving the photos, an initial estimate will be completed and sent to the customer. A notification will be sent when the estimate is ready to be viewed.
  • If the submitted photos are illegible or blurry, the appraiser will contact the customer via phone or email to obtain additional photos.
  • Understand, in some cases, creating an estimate from photos may not be possible due to extent of damage, damage location, or the damage is not sufficiently viewable in the photos.
  • Customers should take the initial estimate to the repair facility of their choice. If additional damage is found, the repair facility will submit a supplement based on the information on the estimate.
500
  • Claimant-Owner Jennifer submitted an invoice and photos of her damaged landscaping.  Jennifer still needs to get an estimate on her mailbox.  Liability coverage is in force and applicable for the loss.  Which COL and pay code will be used when issuing payment for the landscaping?
  • Which COL and pay code will be used when Jennifer submits an estimate for her mailbox?

COL 200; pay code 2; reason code OP

COL 200; pay code 1; reason code OP