I am not liable!
Type of EBO decision where both parties give plausible but conflicting accounts, making it hard to determine liability.
EBO - Conflicting
If customer has expressed dissatisfaction and require an action relating to the following, Claims are to log the level 0 complaint directly in Orbit and assign to Motor Assessing Customer Team, what is the correct queue in Orbit we assign the complaint?
Motor Assessing Assurance and Quality
Once a glass repair quote or invoice has been received, what is the maximum amount that Claims can review and settle under the Fair and Reasonable Assessment – Claims, and how is the customer settled?
Claims can settle up to $2,500, and the customer is cash settled less any applicable excess.
Who are our partner hire car suppliers?
Sixt, Avis/Budget and Hertz (in some locations in NSW)
For Third party policies wherein the insured in NAF, where should we tow the vehicle first?
OI residential address
Fault categorisation is to be used when Liability is unclear and further action required to decide on who the AF Party
Liability pending
What is the queue we used when we are assigning the activity to our assessing for any inquiries related to assessing?
Motor Assessing Operations Support
Who are our partner glaziers?
Windscreen Obrien, Instant Windscreen and Novus Autoglass and National Windscreen Center
How many suburbs in NSW can we offer Hertz to our customers?
11
How many kilometres qualify an accident tow as a long-distance tow?
Over 250 kms
What are the liability toolkits we used when determining the liability
Road Rules
Version of Events / D&D
Witnesses
Incident location/google maps
Dashcam / footage
Point of Impact
A customer contacts you to lodge a motor claim and advises that they would like their vehicle repaired at a repairer of their choice, which is not part of our partner repairer network. They ask if this can be arranged and whether there are any guarantees on the workmanship.
As the claims consultant, what is the BEST action and response?
Check whether the customer has Choice of Repairer on their policy and, if eligible, authorise the repairs and advise them that a Lifetime Repair Guarantee for workmanship will apply.
How much is the limit for the Motorcycle glass that claims can authorise to settle the invoice?
Upto $ 1000
When the customer's vehicle is repairable , who are the repairers can arrange a hire car for them?
Repair Hubs, Exclusive and Metro Partner repairers
Scenario:
A customer is involved in an accident while travelling interstate. Their vehicle is heavily damaged and currently located 350 km from their residential address. The repairability of the vehicle is unknown at this stage, and the only available repairers nearby will not be able to inspect the vehicle until the next business day.
The customer requests that the vehicle be immediately transported back to their home state for repairs.
Question:
As the claims consultant, what is the most appropriate next step you should take regarding the tow arrangement?
1. Identify that this long distance/interstate tow
2. Refer to Motor assessing by utilising the TL Locator tool
3.Arrange a temporary tow to the nearest holding yard or repairer
4. Assessing will determine the most cost-effective option for the movement of the vehicle
This is the agreement In the event of an accident between IAG and Suncorp and respective policy holders that each insurer pays their own client’s losses regardless of who is at fault and do not recover from one another.
RCA (Retained customer agreement)
f a customer lodges a claim for mechanical damage only .what are the documents that needs to provide by our insured before assessing the damage?
Mechanical Report together with
This are electronic systems that help the vehicle driver while driving or during parking.
Advanced driver-assistance systems (ADAS)
What are the information do we need to obtain from the customer before arranging a hire car?
1. Name of the driver
2.Contact details (mobile number and email address)
3. Drivers license details and physical/digital license
4. Debit/credit card
What is the code when we send manually the tow authority?
RQ04
This is the method we used / a visual metaphor for structuring liability conversations. Each layer represents a key part of the conversation, and the order matters.
The Liability Burger / Burger Method
What is the email address of Motor assessing wherein we can forward the documents if the repairer is not located in CCV8?
nationalmotorassessing@iag.com.au
Tinted Glass Reimbursement Process
A customer contacts you after having their vehicle’s window replaced by a partner glazier. The customer advises that the glazier was unable to tint the replaced window, so they arranged the tinting themselves, paid the invoice, and submitted it to Claims for reimbursement.
What is the correct process Claims should follow before reimbursing the customer?
Contact the original glazier to confirm that the glass was tinted prior to their repair, and if confirmed, contact the customer and reimburse the cost.
What is the correct order when arranging a hire car?
Service Request
OBT
Contact /phoning the hire car supplier
Our Preferred Accident Tow Operators (PATO's) are able to contact Direct claims via the priority contact number for any tow enquiries. What is the correct contact number ?
1300 512 639