Sales And Marketing (1)

Question 0

What is the difference between an in-house location and the call center?

Answer 0

In-house operations are on site, will have access to different systems, work alongside the adjusters at the claim center. In-house will manage one insurance company.

Call center is located in Beaverton, we have four employees that work directly with local insurance companies claim centers in group 46 from an off-site location, consolidated body shop callbacks are also done from the call center.

Question 1

What is a PPO?

Answer 1

Preferred provider agreement-

What does this mean to enterprise?
A) The insurance company offers to set a reservation with ER AC as their preferred vendor. They will refer us the business, but gives the customer a choice.

   B) Insurance companies will have preferred rates and also allows us to align as business partners, they may include in house operations, rental management, the insurance company will use ARMS claims as well

Question 2

Name our for in-house locations in Group 46.

Answer 2

Farmers, Allstate, progressive (csc), and kadels central services

Question 3

What are the benefits for enterprise Rent-A-Car of being on site with an insurance company?

Answer 3

Rentals on average increase 15 to 20% by being on site it makes it easier for the insurance company to have one point of contact to call for assistance. Being on site also gives us the ability to build strong relationships with the adjusters and management. The in-house representatives provide “rental management” where they will manage the entire rental process, which can lead to improve customer service which has a positive impact on the branch esqi

Question 4

What is ARMS?

Answer 4

Automated rental management system. Arms is developed and supported by enterprise

Question 5

What can a rental employee do on an insurance replacement rental that will have a positive impact on our insurance partners relationships?

Answer 5

Call on all arms reservations, utilize rate/rules in Ecars 2.0, utilize the insurance workflow book, Mark adjuster and shop callbacks. do shop and adjuster callbacks in 1.0, document if customer is aware of rate differences and protection charges, request upgrades before the customer is in the rental or within 24 hours of the ticket being opened, contact cust during rental to update them on charges

Question 6

Please describe the State Farm direct the process for claimants and insured

Answer 6

State Farm is set up on an auto direct bill with enterprise the arms reservation and direct bill is authorized wants the branch completes the ticket. They will require the nine digit claim number, date of loss, and bodyshop information every time before completing the ticket. State Farm will authorize $19.50 for claimants. All direct bill request on an open ticket will be addressed by State Farm within 72 hours

Question 7

A bridge may call State Farm directly for the phone three reasons only

Answer 7

1) if a different rate is needed, The branch must contact State Farm directly with specific details before the customer gets into the rental-please provide detailed reasoning
2) if customer does not have a deposit, get the full nine digit claim number and date of loss and call 866-291-3429 while the customer is still at the branch
3) if direct billing has not been authorized in three business days you may call 866-291-3429 after checking again for an arms reservation

Question 8

How do you set up a direct bill from Safeco?

Answer 8

Source all files to saaf77nr. The branched must call 800-332-32264 initial direct bill. For any questions regarding your direct bill after initial set up, the branch needs to contact 45P3

Question 9

What is the insurance workflow book and how does it help your branch with finding specific workflow information?

Answer 9

The insurance workflow book is available at the branch in a binder or on the hub under group 46 basis I WB consist of detailed workflows for the in-house operations locally and around the country. There are also other helpful tips for initial direct bill authorization. You can also utilize the special and/or miscellaneous instructions into 2.0 when you were writing the ticket. You should update your workflow book every four months as they do change.

Question 10

What do you do if the customer does not have their shop information or the car is not located at a shop at the time of rental? How do you handle the situation?

Answer 10

Source to unknown. You must document in 1.0 where the vehicle is at. IE: Customers house, tow lot, cust will call when they know of vehicle being taken somewhere
Why? Insurance companies will not authorize rentals or extend rentals without this piece of information

Question 11

What do you think a detailed body shop update should include?

Answer 11

It should include an estimated completion date, where vehicle is currently at in the repair process, any reasons for delay, and who you talk to you at the shop

Question 12

Why is it important to contact the consolidated branch or in-house versus the adjuster directly?

Answer 12

This reduces miscommunication, decrease the number of calls and I just received, and files will be addressed in a faster and more efficient manner

Question 13

What call back function would you use to request an extension?

Answer 13

Bodyshop - use 1.0 callbacks

Question 14

Name three insurance companies that do not allow their insureds to “max out” their daily policy limits

Answer 14

Oregon mutual
Mutual of enumclaw
Travelers

How would you best explain this.

Question 15

Where is the information located that tells you what the insurance company will offer?

Answer 15

The arms reservation in 2.0 rates and rules and insurance, workflow book

Question 16

When would you contact an adjuster directly?

Answer 16

Only if the account is not consolidated to anyone. This is very rare. Be sure to look at rates and rules, 1.0 callbacks for consolidating the information before contacting the adjuster

Question 17

What is theft waiver?

Answer 17

ERAC has agreed to void the first 48 hours of a rental from the date of loss for those insurance companies we have a PPO contract with. This is important because rental reimbursement per the insurance company policies does not start for 48 hours after the date of loss.

Question 18

What is ARMS message waiting?

Answer 18

A function in ECARS 1.0 that allows branches to see all messages that have been sent in arms claims to the branches from adjusters and ERAC account reps

Question 19

Why is it important to look at this throughout the day?

Answer 19

Last days are issued. Policy maxes have been reached. Adjusters are requesting more info from the branch. This will increase ESQI if branches respond in a timely manner

Question 20

What things are the branches responsible for notifying customer about?

Answer 20

• Rate differences
• Last days
• DB denied
• Policy maxes

Question 21

What must a branch do if there is no documentation of a rate difference or a last day?

Answer 21

Branch must write off rate differences. Branch must write off all days past the last day. Be prepared to role-play how to present the last day to a customer over the phone.