S.O.P.s
How many OB contacts does a ND vehicle require before archiving?
5
What is Agero?
Agero is a third-party Roadside Assistance and Accident Management company that partners with many Insurance Carriers and manages their towing services.
What three types of tows are there?
Primary, Secondary, and Emergency
Where can you find out if a vehicle is drivable or non- drive? (Two answers)
On the Hyperdrive page (red/green toggle) and ask the customer. The Assignment is not ALWAYS correct when it states that a vehicle is non-drive.
Turnaround time on a tow
What is 24-48 hours
Do you need to call the customer after a no-show from a scheduled tow in? What should you do?
No, you do not need to call the customer.
What four pieces of information are we asking Agero for?
Who you are speaking with, Case or Job ID number, Destination confirmation, and E.T.A. on the tow
Does Crash Champions pay for tows for out of pocket customers?
No, the customer pays
What is Load Leveling and how can you check to see if a specific shop is LL'ing?
Moving a vehicle from one location to another to assist with capacity limitations and in the Special Instructions
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
What is the maximum amount of time that you should stay on hold with Agero?
5 Minutes
A tow customer only wants an estimate, they want to cash out with their insurance. Can we assist them with that for a ND vehicle?
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 a Non-DRP 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
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
Can we pick up a vehicle from the scene of the accident? What should you tell the customer?
No. Call their carrier or roadside assistance
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 is the most important piece of information on the Tow Note? (We cannot arrange a tow without it)
Vehicle Location
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