Claim Liability Determination
What is the name of the engine that uses all relevant information entered during the claim process to determine if our customer is at fault or not at fault?
The automatic Liability Determine Engine (LDE)
What is one of the main benefits from a business perspective to having customers pay an excess?
It helps to reduce the number of small claims and keep down insurance premiums.
For which specific types of claims is a driving history not required?
A driving history is not required for window glass, windshield, storm, and weather claim types.
What is a customer reimbursement?
A Reimbursement is the process by which an individual is compensated for expenses they have incurred. This typically involves the repayment of costs that were initially paid for out-of-pocket expenses.
What are the levels of coverage we offer?
Comprehensive
Third Party Property, Fire and Theft
Third Party Property Only
Should a consultant provide regular liability updates to a customer throughout the claim process? Explain why or why not.
No, regular liability updates should be avoided. The expectation should have been set at lodgement that if the customer is not 100% not at fault, then the excess and No Claims Discount (NCD) effect will apply.
How is the total excess a customer may have to pay calculated?
The total Excess is the sum of the Basic Excess, any Voluntary Excesses if applicable and any of the Additional Excesses (If applicable) which apply to the driver of the car at the time of the incident.
What are the three primary checks a consultant should perform to determine why a claim is 'Unfinalised'?
Check the F5 Comments on the Claim, Check the Claims TTD's, Check the Diaries.
Why do we reimburse customers?
Reimbursing a customer is essential for several reasons. It creates trust between our business and our customers, demonstrating our commitment to their satisfaction. This not only protects our customers from financial detriments, but also reinforces our reputation as a reliable and customer focused organisation.
Every Policyholder has the right to lodge a claim, even if they later decide not to proceed with it. To adhere to these rules it is necessary for us to encourage the Customer to make a Claim, even if we believe it will not be accepted.
A customer is disputing the liability assessment. List three specific types of evidence that we are able to request from them to review their dispute.
Any three of the following: Dash Cam footage/CCTV, Sketch and Description, Witness statement, Photos from the accident scene and/or damaged vehicles.
Name and briefly describe the three types of excesses our customers may have?
What does TTD stand for and why is it important to check?
TTD stands for 'Things to do'. it indicates the reason the claim is not yet authorised, and Frontline has actions to complete.
What is the initial piece of information a consultant should request from a customer when they are asking for a reimbursement?
Proof of invoice and confirmation of their BSB and Account on File.
Name all of the claim types
Accident Damage
Window Glass - Excluded from CSO Non Drive Space
Hail - Excluded from CSO Non Drive Space
Malicious Damage
Flood
Storm
Attempted Theft
Theft
Fire
If a customer disputes liability and provides additional evidence, but is still ultimately found to be partially at fault. Will the excess apply?
If the customer is still found to be not 100% not at fault, then the excess and No Claims Discount (NCD) effect will still apply
Where can customers find detailed information about the excesses that may apply to their policy?
Customers can find this information in PDS Part B and on their Insurance Certificate (policy documentation)
Post authorisation of a customers claim - What enquiries do frontline usually come across?
Assessment Progress
Repair Progress
Repair Issues
What specific F5 comment should be used to document that a customer is sending in proof of reimbursement and their account details have been confirmed?
F5 - CUST SENDING IN PROOF OF XXXXX REIMBURSEMENT. CONFIRMED ACCOUNT FOR REIMB ***XXXX
Why is it important to ensure the claim type is entered accurately?
It impacts how quickly and effectively a customers claim can be processed
Describe the ways a customer can send CCTV or Dash Cam Footage?`
Email: Settlements (sett@autogeneral.com.au) or Recoveries (legalrec@autogeneral.com.au) - 20MB limit.
Post: CD or USB with the dash cam footage to: PO Box 342, Toowong, QLD, 4066. Ensuring the claim number is included in the package.
A customer was unable to provide their odometer reading at lodgement. What are the steps a consultant should follow to update this information?
Select # LSS, then Select # Odometer Reading.
A customer was unhappy with the repair quality. What process would frontline follow to assist the customer?
Repair Issues
This process is where the customer has advised that the work completed by the repairer is unsatisfactory. Enables the customer to return to the repair for them to review the customers concerns before any escalations are considered
List five different types of reimbursements that frontline consultants might raise?
Any five of the following: Personal Effects, Child Seats, Accessories, Damaged or Stolen Number Plates, Essential (Emergency) Repairs, Emergency Accommodation and Transport, Driving History, Customer Towing and Storage Invoice, Customer Hire Car Invoice, Genuine Window Glass, Own Repairer Window Glass, Replacement Window Glass, Hire Car Pick Up/Drop Off Uber/Taxi Fare.
Will lodging a Claim impact the customers Premium?
Any claim you lodge has the potential to impact your premium as your premium takes into consideration multiple factors and your claims history is one of those factors.