S.O.P.s
How many OB contacts does a ND vehicle require before archiving?
5
What is sending a tow truck to the vehicle location?
Dispatching
What two types of tows are there?
Simple tow and complex tow
Where can you see if a vehicle is drivable or non- drive? (Two answers)
On the Hyperdrive page and in CCC1 on the 'Vehicle' tab
Turnaround time on a tow
What is 24-48 hours
Which CCC1 insurance Carriers require CCC1 notes for ND vehicles?
All
What three pieces of information are we asking Agero for?
Case or Job ID number, Destination confirmation, and status on the tow
Does Crash Champions pay for tows for out of pocket customers?
No, the customer pays
Where can you check to see if a location is load levelling ND vehicles?
In the Hazard
What Carrier has a Vehicle Move Team that handles their tows?
Allstate
Which Insurance company has a PSP number required when we send emails to them?
USAA
State the Agero opening talk path
“Hi, this is ____ calling from Crash Champions. I’m calling regarding a claim for State Farm to see if there’s an ACTIVE case for a mutual customer. The claim number is ____.”
An out of pocket tow customer only wants an estimate, they want to cash out with their insurance. Can we assist them with that?
No
Where can you locate a shop's tow vendor?
In Location Information
In what 3 situations can we book a Tow-In without speaking to the customer?
Agero has an active tow case (confirmed destination
Allstate ND - after an unsuccessful attempt to reach the customer
Travelers - when vehicle pick up location is listed in the assignment notes
What should you do when a customer states, "Insurance will tow vehicle"
Fill out tow form and book tow reservation
What insurances use Agero?
State Farm, USAA, Safeco/Liberty Mutual, American Family, and Progressive
For an Independent tow, what extra step must you take in order to reserve the tow In
Call the shop for permission and notate who you spoke with
Where can you locate the VIN? (4 answers)
CCC1 assignment sheet preview
Under 'Claim Status' in CCC1
Sometimes on the Preview page in CCC1
Often in Hyperdive Opp
How do you obtain a tow status update for Allstate, USAA, State Farm, Travelers and Progressive PA Pilot?
Email the Tow Team @
towteam@crashchampions.com
Which OB contacts for ND require an email be sent to the Carrier?
3rd and 5th
If Agero has an active case number, but the destination location is Load Levelling, should you automatically ask Agero to deliver the vehicle to the new Crash location?
NO - Load levelling requires customer's permission first
What type of tow do you set up yourself?
Emergency Tow
Where can you find the location of a ND vehicle for a Traveler's claim?
IN HD Notes
Where do vehicles that have been deemed a Total Loss go?
Salvage Yard