Sales/Marketing

Question 0

What is the difference between an In-House Location and the Call Center?

Answer 0

-In house operations are on-sight
-IH will manage one insurance company.
Call Center-is located in Beaverton, we have 4 employees that work
directly with local insurance companies (claim centers in GP46) from an off-site location, consolidated BS callbacks are also done from the call center.

Question 1

What is a PPO?
Preferred Provider Agreement
What does this mean to Enterprise?

Answer 1

• Insurance company offers to set up a reservation with ERAC as their preferred vendor.
• They will refer us the business, but gives the customer a choice.
• Insurance companies will have preferred rates & will use ARMS® claims as well.

Question 2

Name our 4 In-House locations in Group 46

Answer 2

Farmers, Allstate, Progressive (CSC) & Kadel’s Central Services

Question 3

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

Answer 3

• Rentals increase 15-20% by being on site it makes it easier for an adjuster
• The branch and the insurance company have one point of contact to call for assistance.
• The in house representative provide “Rental management” which can lead to improved 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 partner’s relationships?

Answer 5

• Call on all ARMS® reservations, utilize rates/rules in ECARS™ 2.0 and utilize the Insurance Workflow Book, mark adjuster and shop callbacks. -Do shop and adjuster callbacks in 1.0
• request upgrades within 24 hours of the ticket being opened

Question 6

Please describe the State Farm direct bill process for Claimants and Insured’s?

Answer 6

State Farm is set up on a AUTO DB with Enterprise- The ARMS reservation and direct bill is authorized once the branch completes the ticket.
What the Branch needs to include for Direct Bill authorization: * Include the State Farm 9 Digit Claim Number, Date of Loss, and Body Shop Information every time before completing the ticket or Reservation.
* Check to see if an ARMS® Authorization already exists.
* State Farm will automatically reject any rental contract if is missing the 9 digit claim number or Date of Loss.
* State Farm will authorize $19.50/ day for claimants.
* All direct bill requests on open tickets will be addressed by State Farm within 72 hours

Question 7

A Branch may call State Farm Dupont directly for the following three reasons only:

Answer 7

1. If a different rate is needed, the Branch MUST contact State Farm directly w/specific details. ie. seatbelts, work, etc) before the customer gets into the rental – please provide detailed reason
2. If customer does not have a deposit, get the full 9 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 3 business days, you may call 866-291-3429 after checking again for an ARMS® reservation.
   Insured- Confirm customers rental reimbursement amount–if unknown, have customer call agent.

Question 8

How do you set up a Safeco Direct Bill?

Answer 8

Source all files to saf77nr . The Branch MUST Call the 800-332-3226 for 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 Spaces.
• IWB- consists of detailed workflows for the In house operations locally and around the country.
• update your workflow book every 4 months

Question 10

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

Answer 10

Source to UNKNOWN. You must document in 1.0 where the vehicle is at. IE: customer’s house, tow lot, customer will call when they know what shop vehicle is being taken to, etc.
A. Why must we have this information?
Insurance companies will not authorize rentals or extend rentals without this 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 delays

Question 12

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

Answer 12

Reduce miscommunication, decrease the number of calls an adjuster receives, and files will be addressed in a faster and more efficient manner.

Question 13

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

Answer 13

Reduce miscommunication, decrease the number of calls an adjuster receives, and files will be addressed in a faster and more efficient manner.

Question 14

What callback function would you use to request an extension?

Answer 14

Body Shop – use 1.0 callbacks

Question 15

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

Answer 15

• Oregon Mutual
• Mutual of Enumclaw
• Travelers

Question 16

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

Answer 16

The ARMS® Reservation, 2.0 rates and rules and Insurance Workflow Book

Question 17

When would you contact an adjuster directly?

Answer 17

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

Question 18

What is Theft Waiver?

Answer 18

ERAC has agreed to void the first 48 hours of 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 19

What is ARMS® Message Waiting?

Answer 19

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.

Why is it important to look at this throughout the day?
§ Last days are issued
§ Policy maxes have been reached
§ Adjusters are requesting more info from the branches.
§ This will increase ESQI if branches respond in a timely manner
19. What things are the branches responsible for notifying customer about?
§ Rate Differences
§ Last Days
§ DB Denied
§ Policy Maxes

Question 20

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

Answer 20

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

Question 21

What are a few of the benefits insurance companies receive when Enterprise is located In-House?

Answer 21

Our on site representative can control the duration of rental (on average by two days) by communicating with the adjusters and body shops. It helps us build our relationships with the insurance companies and strengthen our commitment to our insurance partners. We are able to actively have systems in place ensuring the rental is handled efficiently and proactively. We can also relieve soft coasts for the claim centers, by taking on the rental management. Rental process is expedited for the claims office and the customer. One point of contact reduces phone calls, emails, and miscommunication (soft costs).

Question 22

Explain to a new Claims Manager from a local insurance company how Enterprise is the best choice as a rental car provider.

Answer 22

Infrastructure advantage, our people, customer service—How is our
ESQI measurement the leader in the rental industry? ERAC has a measured customer service program unique to the industry, allows us to have an accurate picture of the branch’s customer service. Our competitors do not have any sort of customer service program that is measurable. Business model-flexible, willing to do what we need to help the customer. Our rates are competitive, the technology advantage, ( ARMS® claims gives you the ability to manage your rentals with Enterprise). The In-House advantage and the rental management
standards we have in place can lower duration, keeping rentals to industry
standards

Question 23

Name the 4 different types of ARMS® and the business segment they target.

Answer 23

a. ARMS® Claims: Used by the claim centers/adjusters
b. ARMS® AUTOMOTIVE suite or products: For Body Shops.
· ARMS AUTO- BS updates are done online- via armsauto.com “ no software needed, FREE!
· ARMS AAX- Data manager- pulls labor hours from the shops estimate and loads into ARMS AUTO. Body shop will have access to extensive reporting for market comparison, open and closed ticket status on repairs.
· Notification- Body shop can email and text their customer’s the status of repairs via ARMS AUTO.
· Reservations- Body shop can send the Branch reservations directly to their Branch Email Address’s.

C. ARMS® Dealership: 3 versions, ADP, Reynolds and Reynolds and WEB. Dealerships can electronically send branch ARMS reservations, PO’s, extensions and receive invoices.
ROLEPLAY- Be prepared to explain to a body shop manager the benefits of ARMS AUTOMOTIVE and reporting- explain how this is an important tool to help grow their business.

Question 24

Explain the Priority Pass process and how it can improve your branch operations and customer service.

Answer 24

The Priority Pass program is designed to enhance the service provided to our insurance partners and their customers. The goal of this program is to provide exceptional, expedited service to the customer by:

§ Fully explaining the rental process ahead of time and this is a VIP expedited process.

§ Completing the reservation to decrease the time the customer spends in the rental branch.

§ Reinforcing the Enterprise Rent-A-Car pick-up service.

§ Ensure all reservations 24 hours in advance have been priority passed- confirm to your customer at pick or branch they are a PP customer!

Question 25

To be considered a Priority Pass reservation, list all of the information that must be included when setting up the reservation

Answer 25

●  Referral source and contact
●  Renter’s first and last name
●  Address
●  City, state, and zip code
●  At least one phone number
●  Pick up date and time
●  Pick up method
●  Return date
●    Rate source and rate plan
●    Billing cycle
●    Rental type
●    Car Class reserved
●    Car class to charge
●    Vehicle year
●    Vehicle make or model
●    Shop name

Question 26

If you were the branch manager of your current location, how would you organize your callbacks and why?

Answer 26

Be prepared to discuss what the time of day to complete different segments of branch callbacks and how to organize and allow time for employees divide the tickets between employees within 1.0 & 2.0. ie. Pended tickets, Last days, ARMS messages waiting.
More details we ask on callbacks:
a. How would you audit them to confirm they are being completed correctly? By the end of the business day, check to see if direct bill was set up correctly, sourced to proper insurance company, is the adjuster and body shop type marked.
b. What pieces of information should be in a callback? Customer information, car type, body shop, two phone numbers, special needs of customer, document , document , document everything, the more the better.
c. When would you do your body shop callbacks? (morning preferred) Why is this? Adjusters want this information early in the day so they can either extend the rental or contact the shop to get more info if the ecd seems to be longer then the repairs should take.
d. Only customer callbacks in 2.0, other business segments in 1.0

Question 27

Please explain the workflow procedures for requesting a direct bill with Farmers and why.

Answer 27

Once you have sourced your DB correctly (see workflow on where to source), mark adjuster and body shop callbacks. If customer has no deposit, please contact in-house immediately at 503.209.9283 or email 46C4 directly.

Question 28

What is the proper procedure for requesting upgrades with Farmers?

Answer 28

46C4 must be contacted before or at the time of rental for an upgrade request if warranted.
§ Must provide proper documentation/specific need on reason for larger vehicle
§ Example: Mr. Smith needs a large truck for work, he runs construction company and needs to transport tools and a ladder.
§ a. How can you request and upgrade on an ARMS® reservation for a Farmers customer? Contact the Farmers in house directly via email as they handle all upgrade requests.

Question 29

When is it okay to refer the customer to Farmers, and what should you do if Farmers contacts you?

Answer 29

Do not call farmers adjusters or help point. If an adjuster calls your branch please refer them to 46C4.
§ Please do not refer a customer to contact Farmers unless 46C4 has advised to do so.

Question 30

What resources can you use to set up a direct bill correctly?

Answer 30

Source the correct customer number, mark BS and ADJ, as well as the
customer callback. Utilize the priority rules in 2.0, the Insurance workflow books. This is also available on the HUB-GP46. Use Go Locator on the Intranet to find In-house and Call Center phone #’s and emails

Question 31

What does consolidation mean?

Answer 31

It allows the branch to know who is responsible for handling the account.
§ It gives contact info for the branch if they have question or concerns
regarding a rental.
§ It allows one point contact for the branches

Question 32

How do you tell who an account is consolidated to?

Answer 32

Go to the adjuster callbacks in 1.0. The consolidated branch is located above the adjuster and shop info.

Question 33

Can you use two ARMS® Reservations from different insurance companies on one ticket?

Answer 33

No

    10B. How would you bill out each insurance company correctly? The branch will need to set up two tickets in order to properly bill out each insurance company. This is the preferred method rather than paper billing out an insurance company as most of the billing is set up electronically.

Question 34

How do you void an ARMS® Reservation?

Answer 34

Go into the adjuster callbacks and send a message to the adjuster requesting they cancel the reservation in ARMS®.

11B. Why is it important to void reservations that are not needed?
It avoids the accidental use by an incorrect customer. It can also create A/R issues

Question 35

What information is needed to complete a reservation?

Answer 35

Full customer’s name
§  Insurance company
§  Claim Number
§  Adjuster’s Name
§  Shop Info
§  Vehicle make/model
§  Type of vehicle the customer is requesting (and WHY)
§  Date of Loss

Question 36

Why is it important to have the shop and vehicle info in the reservation?

Answer 36

Some insurance companies send the shops authorization for rental vehicles
§ Adjusters will not authorize a rental until they know the customer is bringing their vehicle to a specific shop
§ Vehicle info is needed so the ERAC Account Rep can request the most comparable vehicle in order to maximize rate
§ Many drivers of the vehicles may not be the actual policy holder

Question 37

What is a dummy reservation?

Answer 37

A reservation set up by the branch to prompt the adjuster in ARMS® Claims for direct bill.

When and why would you create a dummy reservation?
§ Need DB set up with a 2nd insurance company
§ 1st reservation or ticket was denied in ARMS® for insufficient information or liability pending. Once a ticket or reservation has been denied in ARMS®, ALL communication is terminated between the ARMS® system and ECARS™ 1.0 and 2.0.