Investigation
Repairs
Rental
Settlement
Miscellaneous
100

WHO SHOULD COMPLETE THE INITIAL PROPERTY DAMAGE STEPS?

THE CLAIM SPECIALIST, INCLUDING UPDATING LOCATION, OBTAIING STORAGE RELEASE, SETTING UP TOW AND SETTING UP AN INSPECTION ASSIGNMENT.  IF ATTEMPT IS UNSUCCESSFUL, INSTRUCTION CAN BE PROVIDED TO  THE CA TEAM VIA PDCH REASSIGNMENT, PDCH WARM TRANSFER PROTOCAL, OR CP ACTIVITY TASK TO HANDLE PD.  THE CS MUST COMPLETE THE PDCH REASSIGNMENT TEMPLATE IN ALL CASES.

100

 WHAT ARE THE 3 PRIMARY TYPES OF STORAGE LOCATION?

TOW YARDS

SALVAGE VENDORS

IMPOUND LOTS

Secondary Tow (ST)

○A tow of a vehicle from a residence, business, or storage location. Storage locations include tow yards, salvage vendors, and impound lots

100

WHERE CAN RENTAL RATE INFORMATION BE FOUND?

Rental Vehicle Rate information can be found by clicking the Rental Management button for the participant within ECS.

100

FOR PAYMENT EVALUATION UNDER LOSS OF USE,  IF THE TOTAL LABOR HOURS SUMMARY FROM THE REPAIR ESTIMATE IS BETWEEN 0-10 HRS, HOW MANY DAYS CAN BE ESTIMATED TO REPAIR THE VEHICLE AND DETERMINE RENTAL REIMBURSEMENT

●3 DAYS

Offer a daily rental rate for a vehicle based on the states

100

 WHAT ARE THE PARTICIPANTS IN A MATTER CALLED?

PLAINTIFF

DEFENDANT

200

IF THERE IS A RED EXCLAMATION POINT NEXT TO A REPAIR FACILITY IN THE CLAIM TREE, WHAT DOES THIS INDICATE?

ALTERNATIVE WORKFLOW/ALTERNATIVE VEHICLE INSPECTION (AVI) MAY APPLY - REASSIGN TO PROPERTY COMPLEX T2.  THIS DOES NOT APPLY TO AVI REPAIR FACILITIES ADDED TO CLAIMS PRIOR TO JUNE 17, 2024

200

WHAT ARE THE TWO TYPES OF TOWS AND EXPLAIN THE DIFFERENCE BETWEEN THE TWO.

●Live Accident Scene Tow (AST)

●The initial move of a vehicle from a live accident scene to a secured location or a repair facility. Use Agero for Accident Scene Tows that are initiated by State Farm.

●AST are dispatched immediately once all necessary information is provided.

●Secondary Tow (ST)

●A tow of an Insured or Claimant vehicle from a residence, business, or storage location. Storage locations include tow yards, salvage vendors, and impound lots.

200

WHERE CAN RENTAL RATE INFORMATION BE FOUND?

Rental Vehicle Rate information can be found by clicking the Rental Management button for the participant within ECS.

200

WHEN DO WE ISSUE PAYMENT ON SELECT SERVICE ESTIMATES?

ON RECEIPT OF FINAL REPAIR BILL

200

SHOULD DIMINISHED VALUE BE ASSESSED WHEN THE TOTAL AMOUNT OF THE COVERED LOSS IS LESS THAN THE DEDUCTIBLE (CLOSED WITHOUT PAYMENT – CWP)?

•Yes, in accordance with the principles and guidelines set out in the “Georgia - Methodology for Assessing Diminution in Value (DV)”.

300

WHAT/WHO ARE THE POSSIBLE SOURCES TO PROVIDE VEHICLE DETAILS/DAMAGES?

OWNER, DRIVER, ATTORNEY IF HANDLING PD, PR

ECS / CA Experience

300

WHEN DISCUSSING REPAIR OPTIONS WITH THE CUSTOMER, WHAT 3 POINTS SHOULD WE ADVISE THEM OF?

•Some parts remain in short supply and delivery times have significantly increased.

•Repair facilities are experiencing labor shortages which is leading to a decrease in repairer capacity across the industry and an increase in repair time.

•Extended repair time may increase the length of time a customer is without their vehicle.

300

WHEN IS RENTAL COVERAGE AVAILABLE FOR  A CLAIMANT’S NON-DRIVABLE VEHICLE?


WHEN AN INSPECTION ASSIGNMENT HAS BEEN SELECTED.

300

WHEN IS “STOP PAY” USED?

•Use Stop Pay when the payment is in the mail or in possession of customer/repair facility.

300

ON THE WAVE REPORT,  UNDER WHAT SLO AND CATEGORY ARE AUTO PD HANDLING CLAIMS LOCATED

SLO: 3 DAY SLO

SUB-CATEGORY: CP ACTIVITY

400

 HOW LONG DO WE WAIT FOR A POLICE REPORT BEFORE CALLING FOR A STATUS?

3 WEEKS FROM THE REQUESTED DATE

400

ADSP DOES NOT NEED TO BE READ FOR CLAIMANTS UNTIL WHEN?

●ADSP does not need to be read:

•If previously read to the customer by Auto ILR, or if a vehicle inspection was already assigned.

•Claimants: Until liability has been accepted for the claimant's damages

400

UNDER WHAT CIRCUMSTANCES WILL SF PAY COLLISION DAMAGE WAIVER (CDW) FOR CLAIMANTS?

●IF REQUIRED BY THE RENTAL COMPANY

●CLAIMANT DOES NOT CARRY COMPREHENSIVE AND/OR COLLISION COVERAGE:

○IF CLAIMANT IS UNINSURED: VERBAL CONFIRMATION IS ACCEPTABLE

○IF CLAIMANT DOES NOT MAINTAIN COMPREHENSIVE AND/OR COLLISION COVERAGE:

■ASK FOR DOCUMENTATION FROM THEIR INSURANCE CARRIER

●(EX: DEC PAGE OR COPY OF INSURANCE CARD)

●UNCHECK AUTO PAY AND UPDATE PENDING TO CONFIRM PROOF OF INSURANCE FROM OIC IF APPICABLE

○JURIIDICTIONAL REQUIREMENTS MAY VARY

400

IF THE CUSTOMER ELECTS NOT TO PROCEED WITH REPAIRS AT THE SELECT SERVICE SHOP THAT  RECEIVED THE ASSIGNMENT AND WROTE THE ORIGINAL ESTIMATE  - WHAT IS THE APPLICABLE  SETTLEMENT TYPE?

•CASH SETTLEMENT

400

HOW MANY STARS  AND STRIPES ARE ON THE AMERICAN FLAG?

50 STARS REPRESENTING THE 50 STATES

13 STRIPES REPRESENTING THE 13 ORIGINAL COLONIES

500

WHAT PHONE NUMBER DO WE CALL  FOR POLICE REPORT STATUS AFTER ONE HAS BEEN ORDERED?

IF A PR HAS NOT BEEN RECEIVED AFTER 3 WEEKS FROM THE REQUESTED DATE, AND THE RECEIPT OF IT IS URGENT, CALL 1-800-934-9698 (LexusNexus) for a status.

500

IF A CUSTOMER SUBMITS AN ESTIMATE AND/OR PHOTOS AND THE VEHICLE HAS NOT BEEN REPAIRED, WHAT SHOULD BE DONE?

THE HANDLER SHOULD OFFER THE APPROPRIATE INSPECTION OPTION BASED ON THE IOT AND VERIFY THE REPAIRS ARE NOT COMPLETED PRIOR TO SENDING A TASK TO ESTIMATICS

500

WHAT ARE THE SEVEN (7) RENTAL STATUS CODES?

●New/Requested (REQ) A request was submitted for a rental reservation to the vendor by the system or a handler.

●Confirmed (CNF) Vendor system sends a confirmation that the request has been received and a vehicle is available.

●Open (OPN) Vendor system sends an "Open" notification once the renter has picked up the vehicle from the vendor location.

●Cancelled (CAN)The request to cancel has been sent by either the vendor or State Farm®. A cancel can only occur if the vehicle has not been picked up by the renter.

●Terminated (TRM)A request to terminate has been sent by either the vendor or State Farm®. A terminate can only occur once the vehicle is picked up by renter.

○Note: If a terminated reservation needs to be reopened, claim handlers should not adjust the termination date, vehicle class or daily rate. The rental reservation may be reopened by typing the number of approved additional days in the Extended Days Auth field within the Update Reservation Details page in ECS.

●Closed (CLS)Vendor system sends a request to close a reservation. The "Closed" status can only occur once the renter has dropped off the vehicle to the vendor location.

●Rejected (REJ)Vendor system sends an error notification indicating that a request made by State Farm® has been rejected.

500

WHAT STEPS SHOULD BE TAKEN WHEN ADDRESSING A CASH SETTLEMENT REQUEST ON A SELECT SERVICE ASSIGNMENT ESTIMATE?

•View Financial Log to determine if payment has been issued

•Conference customer and SS repair facility. Use 3-way calling and read Disclaimer

•Confirm repairs have not been completed, partially completed, or parts ordered.

•If repairs have not begun/parts ordered, notify SS repair facility that customer elects not to repair vehicle.

•If parts are ordered or if repairs have begun, advise the customer they may be responsible for these charges

•See Insured or Claimant for payment directions

500

WHAT ARE THE 5 SELECT SERVICE BENEFITS ?

•A commitment to accomplishing quality repairs in an expedient manner.

•A national, limited lifetime written repair guarantee for workmanship, including refinishing, for as long as the customer owns the vehicle.

•Guaranteed completion dates for repairs.

•An agreement to wash and vacuum repaired vehicles, at no charge, before delivery to the customer.

•Pickup and delivery of the vehicle, within a reasonable distance, if requested by the customer.