ROR, Denial, & RA
Where do you go to find the correct ROR and denial templates?
State specific page in glass EPSS
What are three types of changes on a policy that would require us to investigate the claim further?
Insured vehicle added to policy
Lowering of comprehensive deductible
Adding of comprehensive/glass deductible
Lapse in coverage
On a commercial policy claim, what endorsement do you need to look for?
4881 Endorsement
When in ClaimPro, how do you differentiate between a no policy attached claim and a no comprehensive coverage claim?
The Coverage & Policy summary box will be empty for a no policy attached claim. However, a no comprehensive coverage claim will show the policy and coverage information.
What do you do if you get a claim for sunroof/moonroof damage?
Transfer claim to the insured's zip code org
When do you send a ROR?
On Day 1 unless you are able to clear coverage
What is the level for the CVQ that should be set?
Level 2
If Safelite cannot handle a motorhome claim, who do they send the referral to?
Duncan
How many contact attempts need to be made for a claim where the policy vehicle does not have comprehensive coverage?
What happens if a chip repair fails?
The insured would then need to get the windshield replaced and would have to pay their deductible
What do we send if we do not make contact with the insured after three attempts for a 10 Day Coverage Change claim?
10 Day Close Letter
What documentation do we need if a vehicle was recently added onto the policy?
Bill of sale, Dealership/Private Seller information, Photos of the vehicle when it was purchased, and/or title/registration
Where are the places that you would look to verify if a claim is COR<DED?
ClaimPro notes, SV2 referral, and/or Price Estimate in SV2
What are three scenarios where you would not be able to attach the policy?
DOL before policy inception
Lapse in policy during TOL
Policy cancelled before DOL
Policy rescinded
Policy expired before DOL
If the Safelite replacement work is faulty, what process do we follow to help out the insured?
Warranty
What are three of the incidents that would we want to send a separate ROR other than a Duties Owed?
Wear & Tear
Excluded Driver
No Policy
Misrepresentation/Fraud
Unlisted Vehicle
In which screen under what resource can you find information about when and how the policy started?
View/update (edit) additional policy information, Policy Pro/CONNECT
What steps do we take if a claim is a chip repair?
4 Corners (code liability, fics note, cvq, feature)
Put in File Review Note
Submit for CVQ clearance
Once CVQ has been cleared: update SV2 referral, put in vendor auth, make contact with insured, set 15 day diary
In what systems can you use to attempt to find an active policy?
Policy Pro/CONNECT, SV2, & CRMBI
On what type of calls, would you need to ask for the call to be retrieved as it would not be found in NICE?
Policy Inception calls
What are the steps needed to be completed before submitting a denial diary to your coach/supervisor?
Confirm that there is no coverage for that claim and that it needs to be denied
Communicate to the insured that the claim is being routed for ______ denial
Update coverage in SV2
Make sure any ROR and/or delay letters are not needed to be sent according to state specs
Draft denial letter
Complete RA note in ClaimPro
When would you need to verify a down payment for a policy?
If it is a 10 day policy inception claim, claim has been reported within 15 days of policy inception, and payment method was check or EFT.
What are three facts of loss that do not fall under special peril coverage?
Rock/Object Coming from Road
Falling Object
Insured Damaged Insured Vehicle
Insured Vehicle Struck Object
Missile
Object Falling from Claimant Vehicle
What is the process to attach a policy once you find an active one?
In ClaimPro:
Click on Coverage & Policy tab
In the Policy section, click Attach Policy
From the Select a Policy screen, enter either policy number, insured name, or driver license number
Click radio button next to policy option you want then hit next
Confirm you want to permanently attach the policy to the claim
How do you determine who works their claim if it is a duplicate?
The file owner who has the oldest claim reported or the claim that has attempted contact with the insured first.