Show:
Compliance
Customer
Service
Total Loss
Repairs
Structural
100
What is the proper price for a 4 door sedan that needs painted stripes down the entire side plus a painted logo?
100 Plus mark up and an additional 20 plus mark up (35 plus mark up for first panel, 25 each additional panel, maximum 100 dollars plus mark up. Logos painted or tape 20.00 plus mark up)
100
What is the process for an initial service call and settlement service call?
When assignment is downloaded in WFMS, make every effort to make voice to voice contact with the customer and advise of inspection. Upon inspection of the vehicle, contact customer. This MUST be done voice to voice. If you leave a message document so, but you MUST document your follow ups and conversation with the customer and who you spoke with.
100
What is the proper dollar figures to put in the total loss side of the grid? ACV plus TTL and DMV ACV plus TTL and DMV less deductible -------- Lou for which type of loss ------- Salvage is to inlude what other information
ACV plus TTL and DMV fee LOU for claimants and SD insured claims on the repair side and the total loss side Salvage plus reference number or proquote. You MUST fill out the Aduatex grid on every vehicle you inspect as a total loss.
100
What/how many photos are required per the photo guidelines?
A minimum of 10. Front, Rear, Left, Right, All four corners, The VIN, The mileage. One of these must include the license plate and you should add any additional photos of damage areas that are needed or anything else that should be documented in the photos (Out of the ordinary damages/repairs)
100
what is the proper way to determine the correct repairs for Aluminum inner structure/rails?
Follow manufacturers recommendations and use Tech-Cor website for repairablity determination.
200
what is the proper way to input repairing a damaged wheel into Audatex?
Enter as sublet repair for $125.00 plus mark up. This includes mount and balance. Do not enter as PXN or replace PXN
200
What is the proper process for reimbursing a customer for mitigated damages? (tires, glass, towing etc.)
Obtain the invoice,follow process to attach the invoice in next gen. Reimburse the customer on a seperate check. DO NOT list as an appearance allowance on the estimate. Document the system.
200
What is the proper ACV amount to give for your salvage bid? Including TTL and DMV fee Excluding TTL and DMV fee
Excluding TTL and DMV fee
200
What is the difference between a frame pull and a body pull?
A frame pull is done in an area that has to be restored to a specified measurement. ex. Frt aprons/rails on a unibody vehicle are frame time. A body pull is something done for cosmetic repairs. ex. A pull to a qtr panel with a cosmetic damage dent to the center is a body pull.
200
What is the difference between a bend and a kink? How do you determine if a rail needs replacement?
A kink is 90 degrees or more. A rail must be replaced if kinked or if it is distorted in the crush zone. Certain aluminum rails must be replaced with lessor damage, check with Tech-Cor, I-Car or the manufacturer for these instances.
300
How do you enter a replaced tire in audatex?
Use the tire databse and select by manufacturer, style, size and speed rating. (if it is not available call for pricing and document who you called and why.)
300
What is the proper process for a customer who refuses aftermarket radiator (mechanical parts) or a reconditioned bumper? Does the customer have a choice of these vs. OEM
Review with the customer radiators/mechanical parts are made by another vendor, and the warranty. For the bumpers review this is an oem replacement part that suffered minor damage and has been repaired and has a lifetime warranty as well. The customer always has the choice to pay the difference themselves for the OEM parts.
300
What is the proper process for a structural total loss?
Complete the structural total loss for and submit to your manager. You must wait for approval before extending the offer/advising a total loss to customer
300
When do you do a front end/four wheel alignment to a vehicle?
When there is suspension damage/moderate wheel damage, or movement to the suspension mount points that requires correction.
300
How do you identify the difference between Boron Steel, High Strength Steel, Ultra High Strength Steel etc?
Use your database and Tech-Cor website.
400
What is the proper way to reduce paint for a partial refinish on a repaired panel by 50%
Enter the entire paint time into your estimate, review the estimate report and reduce the base only by 50% in your estimate. (same formula for 75%)
400
What is the proper process for denying damage to a customer's vehicle? (example: The customer claims the transmission is slipping from the loss in a minor side swipe accident that occured in a praking lot at a speed of 15 miles per hour)
Review with the shop the damages and why it isnt related, call your FPL and review your denial and why, then contact the customer and review with them. Document the system and list it in Audatex in your estimate as unrelated prior damage. If the damage is not in your esitmate as unrelated prior, then you must have a denial letter sent to the customer. Once listed in your estimate a copy must be mailed to the customer.
400
What is the proper ERO total loss process if you are assigned to do a valuation on a vehicle that ERO has already completed an estimate for.
Either write an accurate and complete estimate or redline the shops estimate and include documentation in next gen of all of the changes made. Use your corrected estimate amount in the grid compared to the ACV to determine if the vehicle is repairable.
400
What is the proper alignment process for a vehicle with a solid axle that has been impacted? (truck rear axle)
A front end alignment as it includes a thrust angle check
400
Can you repair a minor tear at the corner/edge of an aluminum hood/fender?
Yes
500
What is the proper way to input glass replacement into the system for the Houston Metropolitan area?
Select Nags less 33%, zero out the labor and calculate the labor hours at $35.00 per hour. Enter this into a sublet line with no mark up. Add a urethane kit for $22.00 plus mark up as a competitive part. If OEM or LKQ plus mark up is more cost effective than NAGS less the discount you would use the appropriate cost effective glass.
500
What is the process to issue customer service money to a customer on a claim?
You must discuss/obtain approval from your manager.
500
When projecting a supplement on your total loss grid what is the proper procedure?
Assess the potential additional damages and calculate the cost of the possible repairs (fasteners, mechanical damage, structural damage). Use this amount in the grid for your supplement and document it in the notes section of the Audatex grid. If it is a lengthy list document in to Next Gen as the Audatex grid will only carry over the visible text in the box.
500
What is the proper process for LKQ searches and documentation?
Car-part first, 2 local vendors, reference numbers and searches must be documented.
500
When replacing airbag components and the matrix states replace seatbelts in use, how do you determine which seatbelts were in use?
Review the FNOL, loss facts, additional participants, or CALL THE CUSTOMER AND ASK