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Flashcards in Sales & Marketing Deck (25)
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1
Q

What does a PPO mean to enterprise

A

The insurance company offers to set up a reservation with ERAC as their preferred vendor. They refer us business, but give customers a choice

Insurance companies will have preferred rates and also allows us to align as a business partner, that may include in house operations, rental management, and use of ARMs claims

2
Q

What is a PPO

A

Preferred Provider Agreement

3
Q

What is ARMS message waiting

A

A function in ERACs 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

4
Q

What is theft waiver

A

ERAC has agreed to void the first 48 hours of rental from the date of loss for the insurance companies we have a PPO contract with

This is important because rental reimbursement per insurance company policy does not start for 48 hours after the date of loss

5
Q

What is ARMS

A

Automated Rental Management System

6
Q

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

A

Call on all ARMS reservations

Utilize rates/rules in 2.0 and insurance workflow book

Mark adjuster and shop callbacks

Document if customer is aware of rate differences and CDW/PAI/SLP charges

Request upgrades before customer is in the rental or within 24 hours

Contact customer during rental to update them on charges

7
Q

What are the benefits for ERAC of being onsite with an insurance company

A

Rentals on average increase 15-20%; being onsite makes it easier for an adjusted because they do not need to manage rental

One point of contact for both parties

Build strong relationships with adjusters and management

In house representative provide rental management and manage entire rental process, which lead to improved customer service and higher SQI

8
Q

Name our 5 in house locations in Group 46

A
  1. Liberty mutual commercial
  2. Farmers
  3. Allstate
  4. Progressive (CSC)
  5. Kadel’s Central Services
9
Q

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

A

Branch must write off rate differences

Branch must write off all days past last day

Be prepared to role play how to present a last day to a customer over the phone

10
Q

What things are branches responsible for notifying customers about

A

Rate differences

Last days

DB denied

Policy maxes

11
Q

Why is it important to look at the ARMS message waiting throughout the day

A

Last days are issued

Policy maxes have been reached

Adjusters are requesting more information from branches

This will increase ESQI if branches respond in a timely manner

12
Q

When would you contact an adjusted directly

A

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

13
Q

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

A

ARMS reservation, 2.0 rate/rules and the insurance workflow book

14
Q

Name 3 insurance companies that do not allow their insured to max out their daily policy limits

A

Oregon mutual

Mutual of enumclaw

Travelers

15
Q

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

A

Reduces miscommunication

Decreases number of calls an adjusted receives

Files will be addressed in a faster and more efficient manner

16
Q

What do you think a detailed Body Shoo update should include

A

Estimated completion date

Where vehicle is currently in the repair process

Any reason for delay

Who you talked to at the shop

17
Q

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

A

Source to unknown

Document in 1.0 where the vehicle is

Insurance companies will not authorize rentals or extend rentals without this information

18
Q

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

A

Available in branch or on the HUB under GP46

Insurance workflow book consist of detailed workflows for the in house operations locally and around the company. There are also other helpful tips for initial DB authorization.

You can also utilize the special and or misc instructions in 2.0 when writing the ticket

(Workflow book should be updated every 4 months)

19
Q

How do you set up a Safe Co direct bill

A

Source all files to SAF77NR: a branch must call 800-332-3226 for initial DB

For any questions regarding DB after initial set up branch must contact 45P3

20
Q

Describe the insured ‘so DB process for State Farm

A

Confirm customers rental reimbursement amount–if unknown, have customer call agent

21
Q

When may a branch call State Farm DuPont directly

Name 3 reasons

A
  1. If a different rate is needed then ICAR, branch must contact State Farm before customer gets into rental
  2. If customer does not have a deposit, get claim number and date of loss and call while customer is still at the branch
  3. If DB has not been authorized within 3 business days and after checking for ARMS reservation
22
Q

What does the branch need to include for DB authorization

A
  1. State Farm 9 digit claim number
  2. Date of loss
  3. Body Shop information

Check to see if an ARMS reservation already exists

State Farm rejects any rental contract missing a claim number or date of loss

State Farm will authorize ICARs only (call for upgrades)

All DB requests on open tickets are addressed within 72 hours by State Farm

23
Q

Please describe the State Farm DB process for claimants

A

State Farm is set up on an Auto DB with enterprise–the ARMS reservation and DB is authorized once the branch completes the ticket

24
Q

What is the difference between in house location and the call center

A

In house operations are onsite, will have access to different systems, work along side adjusters at claim centers. In house will manage 1 insurance company

Call center is located in Beaverton, we have 4 employees that work directly with local insurance companies (claim center in GP46) from an offsite location, consolidated BS callbacks are also done from the call center

25
Q

What callback function would you use to request an extension

A

Body Shoo–use 1.0 callbacks