What does a PPO mean to enterprise
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
What is a PPO
Preferred Provider Agreement
What is ARMS message waiting
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
What is theft waiver
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
What is ARMS
Automated Rental Management System
What can a rental employee do to an insurance replacement rental that will have a positive impact on our insurance partners relationship
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
What are the benefits for ERAC of being onsite with an insurance company
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
Name our 5 in house locations in Group 46
- Liberty mutual commercial
- Farmers
- Allstate
- Progressive (CSC)
- Kadel’s Central Services
What must the branch do if there is no documentation of a rate difference or a last day
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
What things are branches responsible for notifying customers about
Rate differences
Last days
DB denied
Policy maxes
Why is it important to look at the ARMS message waiting throughout the day
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
When would you contact an adjusted directly
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
Where is the information located that tells you what an insurance company will offer
ARMS reservation, 2.0 rate/rules and the insurance workflow book
Name 3 insurance companies that do not allow their insured to max out their daily policy limits
Oregon mutual
Mutual of enumclaw
Travelers
Why is it important to contact the consolidated branch or in house verses the adjuster directly
Reduces miscommunication
Decreases number of calls an adjusted receives
Files will be addressed in a faster and more efficient manner
What do you think a detailed Body Shoo update should include
Estimated completion date
Where vehicle is currently in the repair process
Any reason for delay
Who you talked to at the shop
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
Source to unknown
Document in 1.0 where the vehicle is
Insurance companies will not authorize rentals or extend rentals without this information
What is the insurance workflow book and how does it help your branch with finding specific workflow information
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)
How do you set up a Safe Co direct bill
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
Describe the insured ‘so DB process for State Farm
Confirm customers rental reimbursement amount–if unknown, have customer call agent
When may a branch call State Farm DuPont directly
Name 3 reasons
- If a different rate is needed then ICAR, branch must contact State Farm before customer gets into rental
- If customer does not have a deposit, get claim number and date of loss and call while customer is still at the branch
- If DB has not been authorized within 3 business days and after checking for ARMS reservation
What does the branch need to include for DB authorization
- State Farm 9 digit claim number
- Date of loss
- 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
Please describe the State Farm DB process for claimants
State Farm is set up on an Auto DB with enterprise–the ARMS reservation and DB is authorized once the branch completes the ticket
What is the difference between in house location and the call center
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
What callback function would you use to request an extension
Body Shoo–use 1.0 callbacks