TOWING
What is the primary tow vendor that State Farm uses for probable repair tows?
AGERO
What are the 2 vendors that State Farm uses to store customer vehicles if ETL or PTL vehicles?
IAA
COPART
Using your SCPs, what is the FC number for the mitigation letter?
FC0015484
Found in SCPs
Initial Towing, Storage and Mitigation
According to the SCPs, how many business days does it normally take for AGERO to deliver customer vehicle once all information is provided?
2 business days from when tow was set up
Under normal circumstaces, how many business days of storage will State Farm cover?
1-2 business days
*In extenuating circumstances up to a maximum of 7 days
Where do we set Last Day of Storage in ECS?
Click on vehicle then Vehicle Damages, Click Edit and scroll down.
What are 4 types of tow request Claim handlers could receive from customers?
Accident Scene Tow
Secondary Tows
Salvage Tows
Emergency Roadside Service
How do we determine if Repairability Prediction tool needs to be ran?
If vehicle is non drivable
Insured vehicle was involved in a comprehensive claim where sunroof was damaged. Vehicle is drivable, Insured filed claim for Sunroof and set up appointment to take vehicle to repair shop next day. It rained that night. The next day Insured realized interior was wet from the rain. State Farm advised insured interior would NOT be covered in the claim. What is a reason why a claims adjuster would make this decision?
Insured has a duty to mitigate damages
Ex.
Using something to cover the sunroof from the rain such as plastic bag
What tool do we use to find out if a vehicle is Probably repair, Possiblel Total loss or Expedited Total loss?
Repair Predictability Tool
What template number do we use to record towing and storage charges?
Template 487
What are 2 other VERY important steps for the mitigation process after the five steps below?
Getting the vehicle moved efficiently
3 way call with the claim handler, customer and TY
Document who you are speaking with
Send out storage text
Secure beak down of charges
Setting Last Day of storage
Communicating LDS with customer/Send Mitigation Letter
What should Claim Handlers do if there are allegations of damages caused by an Agero tow?
The claim handler should work with Agero to resolve by sending an email to sftowteam@agero.com. The following template should be completed and accompanied by photos of an estimate of the damage, excluding accident damage.
Customer:
Company Name: State Farm
Policy Number (if applicable):
Claim Number:
Contact Phone Number:
Vehicle:
Vehicle Damages Caused by Tow:
Date of Service:
SCPs under:
After Setting Up Tow and Managing Storage
Using your SCPs what is a tool that Claim Specialist use to verify storage rates are reasonable for the jurisdiction?
Storage Experience Tool
According to the SCPs, in regards to mitigation what 4 states should claim handlers make sure to reference the Jurisdictional differences?
Florida, North Carolina, California, & Washington