Accessing/Reporting a Claim > Phone Calls

Repair Facility Calls

100

Non-program repair facility requests status of a supplement

 What is 

 "supplements are worked in the order received" appraiser will contact the shop once the supp has been reviewed"

200

Non-program repair facility requests to be setup on Electronic Funds Transfer

What is "Eft Vendors"

300

Select Service call in because they are having trouble uploading FB

what is B2B, what is b2b tech support

• Direct them to contact their software vendor.
• Repair Facility should refer to the Select Service Contact Reference located on the State Farm B2B for information on who to contact.

400

Customer calls in and has questions about the quality of SS shop repairs

What is "Corrective repairs"

The claim handler needs to communicate to the customer the warranty is provided by the original SS repair facility, and the original SS repair facility should be given the opportunity to review the concerns and take the appropriate steps to correct.

500

Shop calls in requesting the status of an Agero tow

What is "Accident Management Dashboard"

Other Calls/Scenarios

100

 customer calls wanting to change their agent:

What is 

CCC Escalation Line for Non-Claim Complaints (1-009-010-1074). 

200

Customer calls in wanting a quote

What is 

statefarm.com/State Farm Mobile App

300

Customer does not want to receive a paper check

What is Digital Pay "DP"

400

 customer wants to make a complaint against their agent

CCC Escalation Line for Non-Claim Complaints (1-009-010-1074).

500

customer calls in and needs to be authenticated but the "Confirm ID" tool does not populate information to send a verification code or there is a Confirm ID system outage 

what is

"Escalated Verification Process"

Customer Calls

100

Customer calls in wanting copy of estimate

what is 

www.statefarm.com

• If customer prefers E-Mail, proceed to E-Mail.
• If estimate is not in ECS but shop has advised it has been uploaded
  • Advise all Estimates are subject to review and could take up to 4 days

200

Customer calls in about additional damage that "is" related to accident

What is "supplement"

• See the Supplements direction in the After Setting Up Vehicle Inspection article.

300

customer calls in wanting to go over inspection options

what is 

"Initial Vehicle Inspection Options"

400

Customer calls in wanting to know if they had coverage on a specific date for a pip owned claim

What is 

"transferring calls"

If owned by any other segment:

• Proceed to Transferring Calls

500

we have made 3 attempts to reach our NI for a claim reported by claimant and the NI is finally calling back. What tool are we using during this call

What is 

"Qfc tool"

Additional customer calls/scenarios

100

Customer calls in about questions about Subrogation

what is "Frequently Asked Questions – Subrogation Services" 

200

This is used prior to sharing and/or updating customer information to ensure we are protecting customer data

what is 

"Confirm ID" what is authenticate

300

I am a Sf Insured customer and I need a letter showing I was not at fault 

What is "letter of experience" 

• Send the Experience Letter to the Insured – FC0009451

After reviewing the letter, if the insured has additional questions, they should follow up with their agent. 

400

Customer calls in wanting to set up rental for col owned by tls with a new VIR is in the system unreviewed

what is "Initial rental reservation" 

• Applies only to situations when the COL is owned by Total Loss and the VIR has not been reviewed by a Total Loss Specialist (TLS.)

• If after reading the word track the customer requests a rental vehicle, the handler can go through the rental process with the customer.

500

another insurance company is calling to verify No Pay No Play coverage for a new claim not set up yet

What is "NP NP" hotline 

in the directory under Other category. 

Take us there

100

customer calling in with questions about pet medical insurance/claims 

What is "Trupanion"

200

A business or civil authority is calling in to verify coverage on an auto policy

What is "CCC Service" 

You can find this in the phone directory

300

This tool can be used if loss/policy state is different

What is the "Cross-state handling tool"

400

This letter can be sent when shop will not release vehicle until confirmation of payment is received

what is "payment details letter" 

• Fax the Payment Details letter (FC0013527) to the repair facility.

500

satisfaction to the vehicle owner when new non-original equipment manufacturer (non-OEM), recycled, reconditioned, and/or OEM Surplus parts are specified on an estimate that is written or approved by State Farm or a Select Service® repair facility.

What is the "State Farm Promise"