Overcoming Objections
Looney Lienholders
Paperwork Panic
Salvage Shenanigans
100
Our customer, Graham, is angry with his valuation and demands to know how we calculated our value. What would you tell him?
We use JDPower to search for same year/make/model within a certain distance from zip, then adjust the average sale/sold price for the condition of your vehicle along with any aftermarket parts/recent major work or refurbishments.
100
Where do we search to confirm if there is a lien on a MO title?
Also, if the customer states the lien is paid off, what document do we need to obtain?
1. FirstInfo
2. Lien Release
100
If we need a signed title and that has 2 owners in different states that cannot sign together, how do we acquire their signatures?
We can have the owner with the title sign it and then send POAs to the other owner.
100
Can someone ORS with a lienholder?
Only if we get permission from the LH.
200
The owner of a total loss vehicle is adamant they cannot find a vehicle on the market right now for the price that we are paying them. How would you respond?
We owe for the price of your specific vehicle in its condition prior to the accident. We do not owe for the price of a new vehicle.
200
How much are we paying the Lienholder under NPO coverage?
$2,677.90
200
If we have a total loss vehicle where one OR both of the owners is deceased, what do we do?
One/two owner(s) with TOD:
>TOD signs title
>obtain copy of death certificate or obituary
Two owners with no TOD:
>survivor signs title
>obtain copy of death certificate or obituary
One/Two owner(s) with no TOD:
>Court docs appointing a representative
>the court appointed rep signs: title deceased name by rep name
>obtain copy of death certificate or obituary
200
What steps do we complete when we have an ORS claim?
1. Get photo of title
2. Advise owner of branding
3. Title work only assignment in IAA
4. Open ORS salvage
5. Issue payment
6. Issue STA
NO PPW NEEDED!
300
Here is a breakeven analysis for a total loss vehicle. Why did this vehicle total?
Estimate for damages seen is $6390.95. However, there is an expectation that more damage will be found once teardown occurs, estimated at $500 (total projected estimate of $6,890.95). The total loss valuation for this vehicle will be $6763.60. Therefore, it will be cheaper to total the vehicle.
300
If we are going to be using NPO (meaning the owner of the vehicle is upside down on their loan) Do we use the Lienholder Portal? If not, how do we contact the lienholder to get the payoff information and what else do we need to ask?
No, we do not use the lienholder portal for NPO claims. We contact the lienholder by calling them and using the "Lienholder Contact" template. We also need to make sure we ask the NPO questions in the calculator while on the phone with them:
300
If we have a vehicle that is registered in another state, what resources can we use to assist us in handling the total loss?
1. Salvage site: Breaks down state specifics by each state
2. Salvage chats: Links to admin in other states that can assist you and answer questions about out of state TL vehicles
3. Supervisor/coaches: If you still need help, ask!!!
300
Your search FirstInfo and do not see any registration records of the vehicle in the customer's name. You then confirm with the customer that they have the title from the prior owner, but they have not registered the vehicle in their name. Are you okay to settle as a PRS?
No, the customer must transfer/register the title into their name before we can settle as a PRS.
Note: the customer is responsible for paying all taxes/title fees
400
This customer is insisting that his vehicle is worth more than $2,997.20. How would you respond?
There is a title history adjustment, meaning this vehicle was recently involved in some kind of accident causing a significant amount of damage. Because of this, it is worth less than if it had a clean title.
400
If we have a lease vehicle that is a total loss, what do we need to do to finalize the process?
1. Get a LOG from leasing company and confirm if NPO on policy
2. Arrange for virtual TDE with leasing company.
3. Payment goes to Leasing company, we will issue STA to insured once payment is made.
NO DOCUMENTS NEEDED FROM INSURED!!!
400
If we are setting up a TDE/POA appt in a different state, what do we need to make sure the office we are sending them to has?
The proper documents needed, and if any docs need notarized the office will need to have someone with a notary!!!
400
If someone has a vehicle registered in another state and wants to ORS, what should we do?
Verify state ORS guidelines by collaborating with sup/salvage site/chat