COVERAGE
What are 2 things you must you do to determine if UPD applies?
Check for U/U1 on the policy coverage strip
Run UPD tool
Before setting up correct inspection for the Named Insured or Claimant, what should be completed?
Verify vehicle, confirm damages/location & run IOT.
What is the difference between an ETL and a PTL?
An ETL does not require a SF inspection while a PTL requires inspection.
What information is needed before claim can be sent to subrogation?
OIC claim number
How do you update the DOL?
Policy request, update the DOL and click search.
What would describe a vehicle as a Temporary Substitute Car?
Replaces your car for a short time while your car is out of use due to its: breakdown, repair, servicing damage, or theft;
and
Neither you nor the person operating it, own or have it registered
Name 3 vehicles SF considers exotic
Alfa Romeo Lamborghini
Aston Martin Lotus
Audi R8 Maserati
Bentley Maybach
Bugatti McLaren
Ferrari Panoz
Fisker Rolls-Royce
What is advised to the claimant if liability not established, but V2 is accruing storage fees?
We are in the process of investigating your claim and have not determined liability. Your vehicle may be incurring a daily storage fee that may not be owed by State Farm. If we determine we owe for damages to your vehicle, we will contact you and cover up to 7 business days of storage from today.
(When applicable.) Please reach out to your insurance company to assist with handling your vehicle damages. Send storage/rental mitigation letter.
If subrogation was open but subrogation doesn’t apply and we are needing to close the claim, what do you have to do?
Access the subrogation screens. Click on subrogation participant details (3rd screen), and change the status to close.
To ensure you are completing a quality first contact with the Name insured or Claimant what should you do?
Use the QFC Template, and QFC Call Driver
What are some other claim types? Provide at least two.
Withdrawal Claim
Duplicate Claim
Double Insured Claim
Companion Claim
Canada Claim
Mexico Claim
Trailer Claim
State Farm Company Owned Vehicle Claim
Commercial/Business Claim
What should you do if the insured disputes the use of NON-OEM parts?
Explain/provide the SF Promise and advise if they prefer parts other than those included on the estimate, they should notify the repairer. Should the use of those other parts increase the repair cost, they will be expected to pay the difference.
OEM disputes should not be reassigned to Property
What do we advise the Named Insured/Claimant if the vehicle location is unknown?
Advise customer to contact us when they locate their vehicle and explain:
If OIC claim number is unknown, what tool can you use?
Complete a Claims Inquiry search in the ISO Claims Search Online database.
What do you do if liability is tentative, and we are not able to reach the Claimant driver after 3rd attempt?
Establish liability based upon investigation to date.
You get a call from a customer who stated that they had a car seat in the vehicle at the time of loss. She/he is requesting that the car seat be replaced because the manufacturer’s guide from Graco said they recommend it if involved in a car accident. How do you determine if the car seat needs to be replaced?
The National Highway Traffic Safety Administration (NHTSA) recommends:
1.Replacing child safety seats following a moderate or severe crash to ensure a continued high level of crash protection for child passengers.
2. Child safety seats do not automatically need to be replaced following a minor crash. Minor crashes are those that meet ALL of the following criteria:
The vehicle was able to be driven away from the crash site.
The vehicle door nearest the safety seat was undamaged.
There were no injuries to any of the vehicle occupants.
The air bags (if present) did not deploy.
There is no visible damage to the safety seat.
Photo estimate is not eligible in which 2 states?
Rhode Island and Massachusetts
What do we do if we cannot get in contact with storage facility, but able to leave voicemail?
Ask the customer to release the vehicle on the voicemail. The handler should provide Last Day of Storage on the voicemail and explain the tow vendor will call to obtain charges and arrange the vehicle move. Do not ask the shop/tow yard to call back with charges.
If OIC is unknown, what letter should be sent to the claimant?
Other than name, what personal information on the claimant participant page are you required to ask for?
DOB
Identify these letters on a policy strip B, C, D, G, H, L, P, R1
B- Property Damage, C-Medical Payments Coverage, D- Comprehensive, G- Collision, H-Emergency Road Service, L- Comprehensive and Collision for Recreational Vehicle Policies, P-Personal Injury Protection, R1-Rental Reimbursement
How do you update a TIN for a Repair Facility?
Add the participant from ECS, Use the Maintain Additional SPI and update the TIN, then complete the TIN/TPAR Update Template and send to CSA.
After sending salvage assignment in ECS, what should the claim handler look for in file history?
Confirm in file history that the Staff - Salvage assignment was created. If not, set up assignment.
What is Arbitration?
This is a form of alternative dispute resolution where a third party determines what is owed and that decision is binding.
What do you have to include when recording handwritten drafts when the draft copy is unavailable?
If the draft copy is unavailable, include the following: