existing

"This is James Hamilton, and I paid out of pocket for my accident scene tow and I would like to be reimbursed."

What are the next steps to take?

• Transfer to adjuster

• Transfer to Agero

• Set cb request for adj to contact within 1-2 business days

• Provide [e-mail] for them to send invoice.

"My name is Bob. I have this claim for an accident that was 10 months ago but just got to around starting repairs. I'm scheduled to drop off my vehicle tomorrow to begin repairs, can you set me up with a rental?" This claim has been closed. What do you do?

• Re-open claim and set up rental.

• Set FYI for adjuster that rental will be needed

• Transfer caller to Central Rental Unit

• State that they took too long and can no longer utilize rental coverage

Insured calls in on an STP/Digital Claim and they intend on utilizing an Open Shop and is requesting assignment be sent to Open Shop. What are our next steps?

• Set FYI for adjuster

• Send Open Shop assignment and set FYI for adjuster

• Assign Open Shop assignment and assign adjuster to claim

• Call APD desk for assistance

Contractor is calling in requesting the most recent estimate for the insured. When reviewing the claim, you notice this claim is assigned to a TPA adjuster. What do you do next?

• Review to see if supplement is approved and payment issued prior to sending updated estimate.

• Transfer to adjuster vm

• TPA adjuster is not available, follow TPA escalation guidelines.

• Confirm contractor's email and send estimate.

“This is Kathryn. My vehicle was struck by one of your insured vehicles but your insured told me that they don't have rental coverage. You guys are already handling repairs, do I have to go through my own carrier for a rental while it's being repaired?"

• That is correct, they have to go through their own carrier for rental

• That is incorrect, the insured's 1st party rental coverage does not determine coverage for a claimant's rental.

• Transfer to Central Rental Unit for further assistance

• Transfer to handling adjuster

I just received payment for my claim, and I wanted to know why my mortgage company is listed as a payee.

• Escalate to manager

• Set cb request for adjuster

• Void payment and set FYI for adjuster to reissue without mortgage company

• The mortgage company is required to be listed on check once amount exceeds a certain threshold

"Has my vehicle been picked up by Copart yet? It was supposed to be picked up this morning!"

• Reach out to Salvage Department

• Access Agero portal

• Transfer to Total Loss Desk

• Access Copart site to check status

Claimant Carrier calls in to see if a claim has been filed. There is a claim that has been open but all the claimant info is missing. What our the next steps?

• Notate claimant carrier claim number, adj info. Set FYI to adj that they called in.

• Offer to connect them to the handling adj

• Update CV info, claimant contact info, and notate claimant carrier info and set FYI for adj that they called in.

• Provide them our insured's contact info as they have been unable to contact our insured.

DRP shop calls in to let us know that they submitted final bill request and the check they received was for the wrong amount - it was short $850.00.

• Verify amount and transfer to investigation adjuster

• Verify amount and transfer to DRP support

• Locate APD adjuster and transfer to them

• Issue payment of $850.00 to shop

"I just received the approved estimate for my homeowner's claim. Once repairs are completed, how much recoverable depreciation can I receive?"

• Transfer to handling adjuster

• Open "final draft with age life and condition report" and provide Less Recoverable Depreciation amount

• Review policy coverage limits and advise them the max limit that they are entitled to.

• Open "final draft with age life and condition report" and provide Less Non Recoverable Depreciation amount