Insurance Claims
This team handles all inbound calls related to Total Loss, Repair, and GAP claims.
Insurance Inbound Team
SC/CCAP reports to these three National Credit Reporting Agencies.
Experian, Equifax, and TransUnion
Platinum agents are expected to own the concern, advocate for the customer, and aim for this outcome whenever possible.
one-call resolution
This MySup title status code means 'Perfected Title.'
PT
On Bankruptcy, SCRA, and C&D protected accounts, agents should avoid doing this with the customer when restrictions apply.
contacting the customer/outbound contact
A repair check under $5,000 on an eligible retail account may be found with this activity code
PORR
On open active accounts, this monthly file is sent on the last day of the month unless CBR suppression halts it.
EOM (end-of-month) update
Instead of saying 'Our policy is…', the training recommends this more positive approach.
'I can further research this to see what can be done
This system is used to view payoff documents and verify who a title should release to.
FileNet
When speaking on a Bankruptcy account, replace 'your account' with this neutral wording.
'the account" not your
Before a repair check is sent to a repair shop, name THREE required items besides the check itself.
insurance estimate, a verified W-9, final invoice, and verbal confirmation that repairs are complete
This date is the first time a past-due account reached 30 DPD and drives the credit-reporting statute timeline for delinquent accounts.
DOFD — Date of First Delinquency
A caller says, 'Why do you keep calling me?' Is that statement alone a valid Cease & Desist request?
Clarify intent; do not lead the customer toward C&D
A paid-off customer says the title never arrived. What is the FIRST thing you verify?
the account has a zero balance
Chapter 13 plan treatment 'Inside' means payments come through this party.
Bankruptcy trustee
A repair claim has been open 21 days, no shop has been chosen, and the customer cannot be reached. What happens next?
the process team posts the check to principal (PDPT) and closes the claim
A customer repeats the same direct dispute with no new documents or information. What is the correct path?
complaint handling rather than opening a new dispute investigation
A customer says they hired a lawyer to sue Santander but gives no attorney information. What status/activity should you process?
POLG (Potential Legal), documenting any attorney details available
For a state change, the DMV generally must send this document requesting the original title before Title Maintenance can proceed.
LOR — Letter of Request
A Chapter 7 customer in PS/BK context wants a voluntary surrender in Wisconsin or Louisiana. What special requirement applies?
signed voluntary surrender form must be requested; a recording alone is not used
A Total Loss LOG amount is below 90% of book value. What process must occur before the LOG can move forward?
Low Value Settlement (LVS)
Decode it: CDIS response code 07 on a Block Notification means this happened.
the tradeline was deleted due to confirmed fraud
An SCRA trigger word is mentioned about a third party rather than the caller. What should the Platinum associate do?
ensure the SSRF activity code is completed
In VITU, an ELT release has no deleted date and shows a state-response error. What does that tell you and what is the next move?
the lien release was not completed; review notes for an existing reporting-team resolution and submit/escalate to the reporting team if needed
Insurance needs customer assistance on a Bankruptcy insurance matter. Where should the request be routed instead of directly contacting the customer?
Bankruptcy SharePoint Portal / BK Insurance process