Jeopardy

Coverages

100

WARNING: Cancellation activity in progress

What is Reassigned to Property Complex

200

Partial Theft, Vandalism, hail, windstorm or glass only

What is Comprehensive 

300

• Do not send Select Service assignment or rental reservation
• Turn off Autopay if assignment was already sent (Select Service & Rental)
• If claimant is on the phone, explain to customer that there may not be sufficient limits to handle the claim and explain that the claim will be reassigned to another handler

What is Probability the damages will exceed the limits of the policy? 

400

U1-a deductible may or may not apply

What is Uninsured Motorist - Property damge

500

• If claimant is not 100% at fault or there is a dispute over liability

What is reassign to Property Complex

Liability

100

liability is pending

What is what is tentative

200

• If the facts indicate either participant is 100% liable or facts of loss are gathered from appropriate involved participants, and liability appears to be:
• 100/0; 0/100; or
• 50/50 and both participants are in full agreement with facts of loss

What is Liability can be finalized no additional contacts needed. 

300

Liability does not need to be established?

What is  

• COL in OIE or Coverage Question status
• an unknown claimant exists
• no COL exists for a participant on the claim

400

• Collision losses
• Comprehensive losses only when there is a known liable participant for subrogation potential or as outlined in the JR
• Emergency Road Service only when there is a known liable participant for subrogation potential

What is establish liability

500

Double insured claims, double insured disputed liability, parked and unoccupied claims 

What is update liability 

New Mail

100

• Claims with an injury to anyone other than the Insured Driver, Different Driver, or Named Insured Pedestrian

What is reassign to Injury

200

 claim meets escalation criteria for both Property-Complex and Injury

What is reassign to injury 

300

• Claims with multiple vehicles
• Claims with other property damage
• Claims with subrogation potential
• Claims involving injuries
• Total Thefts and Total Fires

What is do not reassign to total loss (even if salvage is pending)

400

Do not open Injury COL

What is when reassigning

500

Insured complains of next soreness, vehicle is incurring storage fees 

What is address mitigation of storage prior to reassigning the claim 

Estimatics

100

Select service Repair Facility calls about payment 

• See the Select Service Estimate Review article for content on Final Repair Bills in the Select Service section.
• Review the estimate to verify that the vehicle and deductible are correct. If there are questions related to the estimate, review the photos
• Review estimate for total loss, betterment, or prior damage
• Review file note to verify if betterment or prior damage has already been addressed with customer
• Review file for file note(s) from Estimatics (Select Service Review Team) and proceed to Payment based on direction in the file note.
• 
  
  • Estimate may not attach to ECS until the estimate is approved by Estimatics. If the estimate has not attached, advise the Select Service Repair Facility, the estimate is under review and the review team will contact them to discuss, or the payment will be issued once approved.
  • Note: Do not advise the Select Service Repair Facility to upload another copy of the final bill.
• Proceed to Payment

200

We are in the process of investigating your claim and have not determined liability. Your vehicle may be incurring a daily storage fee that may not be owed by State Farm. If we determine we owe for damages to your vehicle, we will contact you and cover up to 7 business days of storage from today, has been read to Claimant 

What is liability has not not been established 

300

Advise customer to contact us when they locate their vehicle and explain:

• Vehicle may be incurring storage fees. It is your responsibility to locate your vehicle and take action to mitigate storage costs. Including notifying State Farm once you have located your vehicle and releasing the vehicle to be moved to a storage free location. We will cover up to 2 business days of storage from today.
• Send Storage Rental Mitigation Letter
  
  
• Set appropriate calendar. 

What is location of Vehicle is unknown 

400

Customer was advised State Farm will need to move your vehicle today to mitigate any expenses being incurred. 

Claim Associate contacts the facility that currently has the customer’s vehicle and have the customer verbally tell them they can release the vehicle to the towing vendor.

What is 3 way call with customer and facility 

500

Normally storage owed is 1-2 business days. The maximum we will pay for storage is up to 7 days from the Date of Loss.

What is Last day of storage

All things Claim

100

Non-Program shop requests to join select service program

What is email to ETM with vendor contact information and request follow up on select service inquiry 

200

The vehicle is drivable

The vehicle is at the accident scene

It is the Claimant vehicle and liability hasn’t been established against insured

Auto is defined as "other vehicle" type

 

What is Do not run the reparability prediction tool 

300

• Use the directory to warm transfer the caller to the CCC Escalation Line for Non-Claim Complaints (1-009-010-1074).
• CCC Retention 1 – General Services, CCC Retention 2 – Policy Changes

Outside of business hours or if caller declines transfer, refer the customer to 800-782-8332

What is Policy holder complaint against Agent's office 

400

• Louisiana (English) – FC0011381
• Louisiana (Spanish) – FC0014303
• All Other States (English) – FC0009123
• All Other States (Spanish) – FC0011157

What is proof of pay letter to send if insured needs letter of experience, proof of insurance or proof of handling claimant's damages 

500

• Agent has a hypothetical question

What is Thank you for your inquiry. Please understand that I can only provide you with general information in response to your questions or inquiry. To determine whether a particular situation would be covered under any State Farm Policy, a complete investigation and policy coverage analysis would need to be conducted following submission of an actual claim seeking coverage