Claims Jeopardy

Inspections

100

What are the inspection options

What is Select service, Weather -Video Inspection, Weather -Vehicle Inspection site (VIS), Weather- General Virtual, Weather in person, Staff-GV and IP, Vendor Assist, and Estimate Assist

200

Flood claims are not available for are eligible for this type of inspection

What is Select Service 

300

Customer has three or more household claims to be inspected and want to use Weather -Video Inspection. Can the handler send the W-VI assignment? 

What is NO

400

Vehicles with undercarriage damage but customer states it is drivable. Is Weather VIS an acceptable inspection assignment? 

What is No 

he following scenarios are not eligible for the Weather – VIS:

• Vehicle at, or en route to, tow yard, repair facility or salvage yard
• Vehicle is non-drivable
• Vehicles with undercarriage damage. These vehicles should be inspected at the repair facility where the vehicle will be repaired.
• Vehicle is Antique/Classic, Exotic or Other Vehicle Type
• Vehicles only requiring supplemental estimates

500

For staff-In person

If the vehicle is DRIVABLE, and the following criteria DOES NOT apply: 

• Vehicle is not eligible for Staff – Video and Select Service was unavailable or declined.
• The vehicle is located at the repair facility at the time of assignment.
• The assignment is being made at the direction of AWC leadership or Estimatics (ex. appraiser or dispatcher request)

What are the handler's next step? 

What is if the criteria are not met, TM approval is needed to set up a staff assignment on a drivable vehicle. 

Assist

100

Blank, is available for Other Vehicle Type weather losses in areas where Weather – General Virtual or Weather In-Person are not available in Claims Resource Locator, except in Massachusetts and Rhode Island. Claims administration system

What is Vendor Assist 

200

These eligibility exceptions apply to which Assist Inspection

• OVTs identified as an obvious total loss during first contact
• Rhode Island or Massachusetts policies
• If Snapsheet is unable to perform the assignment and cancels

What is Vendor Assist

300

The handler receives a new mail tasks created by snapsheet, what is the handlers next steps? 

What is 

• When the handler reviews the New Mail task created by the email, the handler will contact the customer, determine available inspection options and setup inspection. If the customer still intends to repair, it is acceptable to send a new assignment to Snapsheet.
• The handler will clearly document the file with details of the action taken.

400

If Estimate/Photos are received by Claims for an Estimate Assist claim, what is the handlers next steps? 

What is the handler should provide direction to the shop to submit documents through the normal channel (ex. email to the Third-Party Administrator (TPA) or upload if electronically capable). Handler should not email Estimate/Photos to the TPA for Estimate Assist. 

500

Claims Resource Locator (CRL) indicates Estimate Assist is not an available weather inspection option. Can handler still send the Estimate Assist assignment? 

What is No?

Claims Stuff

100

If vehicle qualifies for ETL inspection what is the handlers next step? 

• Advise customer:

  Based on the description of your damages we will move forward with your vehicle being a total loss. We need to move your vehicle to a location that does not charge a storage fee to prevent any additional damages or expenses from being incurred. We will cover the cost of moving your vehicle.

• Obtain permission to move vehicle to salvage vendor and send Automated Assignment of Salvage
  • See: Towing, Storage and Mitigation
• Send Weather – General Virtual inspection assignment
  • In Special Instructions, include “ETL AWC”

200

If vehicle does not quality for ETL inspection, what are the next steps 

What is 

• Review claim to determine if a vehicle inspection has already been setup.
  • In ECS, click on View All Inspection Info from the Claim Number quick launch to view inspection activity. Previous or additional activity could be an indicator of pending or previous inspections. Sending a new inspection assignment in ECS will cancel any previous assignments
• Use Claims Resource Locator to determine the available Estimatics Weather inspection options based on where customer wants the vehicle inspected or repaired. Options should be offered to the customer in the order listed
• Mitigation
• Read ADSP 
• Give inspection options if available

300

CAT

What is Catastrophe, Storm, or Weather?

400

Claim handler has been unsuccessful in obtain photos from the repair shop. This task does not require a State Farm claim employee and cannot be handled virtually, what option can be requested to obtain the photos?

What is WeGoLook

500

Select Service estimate has been written and received by State Farm and customer wants to change shops to a non-Program repair facility, what is the handlers next steps

• Add the new repair facility and associate the participant to the new repair facility.
• Remove the participant association to the Select Service repair facility.
• Proceed to Select Service Cash Settlement in the Payments article.

Eligibility

100

Disabled vehicle; safety or mechanical defects; airbags deployed; broken glass that impairs vision; leaking fluids, smoking, or overheating; non-functioning lights; bend wheels or tire damage; doors or hood do not open/close

What is Non-Drivable vehicles

200

What should you consider when determining vehicle inspection eligibility? 

What is Drivability, Vehicles physical location, Customer preference to cash settle or repair, Customer's physical impairment and/or medical condition, and type of vehicle 

300

trailers, motorcycles, recreational vehicles (RV), specialty, or commercial vehicles. These may also include law enforcement (or former law enforcement) vehicles, highly customized or modified vehicles, motorhomes, travel trailers, All-Terrain Vehicles (ATV/UTV), campers, snowmobiles, commercial trucks (semi-trucks, box trucks, etc.), travel trailers, commercial multi-passenger vans, taxis, conversion vans, conversion trucks, limousines, etc

What is Other Vehicle Types (OVT) 

400

If vehicle inspection has already been setup what is the handlers next steps?

What is review Estimatics Weather inspection options in Claims Resource Locator to confirm selected inspection option is available in that area 

500

• Claims that are not owned in Auto Weather & Catastrophe
• Claims without a catastrophe or assisted catastrophe claim group
• Owner refuses to move vehicle to salvage yard
• Vehicles with prior, unrepaired damage
• Antique/Classic Vehicles
• Exotic Vehicles
• Other Vehicle Types/Specialty Vehicles

What is does not qualify for ETL inspection

Flood

100

Flood water reached the seat cushions or higher

What is Flood level 3 or Level 4

200

True or False

Flood level 3

2017 Honda Accord in the state of Connecticut is eligible for ETL? 

What is False

300

What does the below vehicle have in common

Level 4

• Florida: 2017 or older 
• Michigan: 2018 or older
• Oklahoma: 2014 or older 
• Virginia: 2018 or older 
• All Other States: all model years 

What is eligible for ETL? 

400

Flood water entered passenger compartment but did not reach seat cushion

What is Flood level 2

500

Flood level 4

State of Florida

2024 Ford Escape 

What is OTL