AUTO CLAIMS HANDLING CRASH COURSE

INITIAL CLAIM HANDLING Overview

When a new claim comes in:

  1. Get the basics first: Policy number, insured name, date of loss, what happened, vehicles involved, and everyone’s contact info.
  2. Set expectations: Tell them about the process and timelines – “I’ll need to investigate this claim which typically takes X days.”
  3. Coverage check: Verify if their policy was active and what coverages apply (liability limits, deductibles, rental, etc.)
  4. Loss details: Get the full story – where, when, how, road conditions, witnesses, police report number.
  5. Document everything: Take detailed notes on all conversations – you’ll thank yourself later!

DETERMINING LIABILITY

This is where your judgment comes in:

  • Get recorded statements from everyone involved
  • Look at the police report (if there is one)
  • Check for citations/tickets issued
  • Apply your state’s negligence laws (contributory vs. comparative)
  • Consider things like right-of-way, traffic signals, speed
  • Make your liability decision (100/0, 80/20, 50/50, etc.)
  • Document your reasoning clearly

HANDLING VEHICLE DAMAGE

For repairable vehicles:

  • Direct the insured to a body shop (preferred shop network if applicable)
  • Review the estimate (check labor rates, parts usage, supplements)
  • Issue payment to appropriate party (shop, lienholder, insured)

TOTAL LOSS PROCESS

When repairs exceed threshold (usually 70-80% of value):

  1. Determine actual cash value (ACV): Use valuation software like CCC/Mitchell
  2. Gather documentation: Title, odometer statement, loan info
  3. Calculate settlement: ACV minus deductible and any prior damage
  4. Present offer: Explain valuation clearly (comparable vehicles, condition adjustments)
  5. Negotiate if needed: Be ready to justify your valuation
  6. Finalize settlement:
    • Owner keeping salvage? Deduct salvage value
    • Loan? Send payoff to lienholder first
    • Get signed paperwork (power of attorney, title)
  7. Vehicle disposition: Arrange towing to salvage yard

RENTAL HANDLING

If they have rental coverage:

  • Explain daily/maximum limits
  • Set reasonable rental duration expectations
  • Track repair progress and follow up regularly
  • Notify when repairs are complete to end rental

SUBROGATION PROCESS

When recovering from other parties:

  1. Identify recovery potential: Determine if another party is liable
  2. Gather documentation: Repair bills, rental invoices, photos, statements
  3. Send demand letter: Include itemized damages and liability analysis
  4. Negotiate settlement: Be prepared to justify your demand amount
  5. Accept/deny offers: Know your authority limits
  6. Close subro: Apply recovery appropriately (reimburse deductible?)

CLAIM RESOLUTION

Before closing the file:

  • Ensure all payments are issued correctly
  • All required documents are received and saved
  • Proper reserves are set
  • All parties are notified of outcome
  • File is documented thoroughly

PRACTICAL TIPS

  • Organization is key: Develop a system to track your claims
  • Manage expectations: Under-promise, over-deliver on timelines
  • Documentation: Document EVERYTHING – every call, every decision
  • Be confident: You know more than the insured about the process
  • Ask questions: Don’t be afraid to reach out to colleagues or managers
  • Watch your terminology: Avoid promising “coverage” until verified

Initial Auto Claims Handling Process

Detailed Processes & Procedures

1. GATHERING BASIC INFORMATION

Policy Verification:

  • Request policy number immediately to pull up account
  • Verify policyholder’s full name and confirm identity (DOB, address)
  • Confirm policy effective dates cover the date of loss
  • Note policy status (active, canceled, non-renewed, lapsed)
  • Check for any recent changes to the policy that might affect coverage

Insured Information:

  • Full legal name of the policyholder and relationship to the driver
  • Current contact information (cell phone, home phone, email, best time to call)
  • Preferred communication method (phone, email, text)
  • Current mailing address (verify if different from policy)
  • Driver’s license number of involved driver(s)

Vehicle Information:

  • Year, make, model of insured vehicle
  • Vehicle Identification Number (VIN)
  • License plate number and state
  • Current location of the vehicle
  • Is the vehicle drivable? Any safety concerns?
  • Pre-existing damage (documented or known)
  • Vehicle modifications or aftermarket equipment
  • Lease or loan information if applicable (lienholder name, account number)

Other Party Information: (if applicable)

  • Full name(s) of other involved driver(s)
  • Contact information (phone, email)
  • Vehicle information (year, make, model, license plate)
  • Insurance carrier and policy number if available
  • Number of passengers in other vehicle(s)

Claim Assignment:

  • Generate claim number
  • Record date and time claim was reported
  • Note who reported the claim (insured, spouse, agent, etc.)
  • Enter into claims management system with appropriate assignment codes

2. SETTING EXPECTATIONS

Process Overview:

  • Explain the claims process step by step in simple language
  • “Here’s what will happen next…” approach
  • Provide realistic timeline for investigation (typically 7-30 days depending on complexity)
  • Explain that further investigation may be needed beyond initial report

Timeline Specifics:

  • Advise when they can expect an adjuster to contact them (24-48 hours)
  • Estimated timeline for vehicle inspection (1-3 days)
  • Expected timeframe for liability determination (7-14 days)
  • Potential delays that might occur and why (police reports, witness statements, etc.)

Documentation Requirements:

  • List all documents they need to provide (police report, photos, medical bills)
  • Explain how to submit documentation (online portal, email, fax, mail)
  • Deadlines for submitting information
  • Consequences of delayed documentation

Communication Plan:

  • How often they can expect updates
  • Who will be their primary contact
  • How to check claim status (online, app, phone)
  • After-hours emergency contact information
  • Encourage questions and address immediate concerns

Recorded Statement Notice:

  • Advise if a recorded statement will be needed
  • Explain purpose of recorded statement
  • Approximate length of recorded statement (15-30 minutes)
  • Schedule time for recorded statement if needed

3. COVERAGE VERIFICATION

Policy Status Review:

  • Confirm policy was in force on date of loss
  • Check for policy exclusions or endorsements that might apply
  • Verify if claim falls within policy territory limits
  • Review if policy had been recently reinstated after lapse

Covered Drivers Check:

  • Confirm if driver is listed on policy
  • Verify permissive use provisions if driver is not listed
  • Check for excluded drivers on policy
  • Review if driver had valid license at time of accident

Covered Vehicle Verification:

  • Confirm vehicle is listed on policy
  • Check if vehicle was being used for approved purposes (personal vs. commercial)
  • Verify if vehicle was being operated with permission
  • Review if vehicle was recently added to policy

Coverage Types and Limits:

  • Liability coverage limits (bodily injury and property damage)
  • Collision coverage and applicable deductible
  • Comprehensive coverage and applicable deductible
  • Medical payments or Personal Injury Protection (PIP) limits
  • Uninsured/Underinsured motorist coverage limits
  • Rental reimbursement coverage limits and duration
  • Roadside assistance availability
  • Glass coverage and applicable deductible
  • Other endorsements or special coverages

Deductible Review:

  • Explain applicable deductible amount
  • Clarify when deductible applies and when it doesn’t
  • Explain how deductible will be collected (out of settlement, direct payment)
  • Discuss potential for deductible reimbursement through subrogation

Coverage Applicability Analysis:

  • Determine which coverages apply to the specific loss
  • Identify potential coverage issues or exclusions
  • Note potential reservation of rights situations
  • Document coverage determination reasoning

4. LOSS DETAILS COLLECTION

Accident Specifics:

  • Exact date and time of accident
  • Detailed location (street names, intersections, mile markers, direction of travel)
  • Weather conditions at time of loss
  • Road conditions (wet, dry, icy, construction)
  • Traffic control devices present (signals, signs, markings)
  • Speed limit in area and estimated speeds of vehicles involved
  • Purpose of trip/journey at time of accident
  • Who was driving the insured vehicle
  • Seating positions and number of occupants in all vehicles

Accident Description:

  • Get detailed narrative of how accident occurred
  • Direction each vehicle was traveling
  • Pre-impact actions (braking, turning, changing lanes)
  • Point of impact on each vehicle
  • Post-impact movement of vehicles
  • Diagram accident if possible in your notes
  • Note any discrepancies in the insured’s account

Contributing Factors:

  • Visibility issues (sun glare, darkness, fog)
  • Distractions reported by any parties
  • Mechanical failures alleged
  • Potential impairment (alcohol, drugs, medication, fatigue)
  • Cell phone usage by any parties
  • Any admissions of fault made at scene

Witnesses Information:

  • Names and contact information for all witnesses
  • Relationship to involved parties (independent vs. associated)
  • What they reportedly saw
  • Where they were positioned relative to accident
  • Have they provided statements to police or others

Police Information:

  • Was accident reported to police?
  • Police department jurisdiction
  • Police report number
  • Officer name and badge number
  • Citations or tickets issued
  • Was a field sobriety test administered?
  • Were any arrests made?

Injury Information:

  • Were any parties injured?
  • Description of reported injuries
  • Was emergency medical treatment provided at scene?
  • Hospital/medical facility where treated
  • Follow-up treatment planned or received
  • Current status of injuries
  • Impact on work or daily activities

Property Damage Details:

  • Detailed description of damage to insured vehicle
  • Description of damage to other vehicle(s)
  • Damage to property other than vehicles
  • Photos of damage if available
  • Current location of vehicles
  • Tow information if applicable
  • Repair facility information if vehicle already at shop

5. DOCUMENTATION PRACTICES

Conversation Documentation:

  • Record date, time, and duration of each conversation
  • Note full name and role of person you spoke with
  • Document specific questions asked and answers given verbatim when possible
  • Note tone, cooperativeness, and any inconsistencies
  • Record commitments made by either party
  • Document information provided about the claims process
  • Note follow-up actions agreed upon and deadlines

System Notes Standards:

  • Use clear, objective language
  • Avoid personal opinions, judgments, or speculation
  • Use industry-standard abbreviations consistently
  • Organize notes chronologically with timestamps
  • Separate facts from assumptions clearly
  • Note source of all information (insured, witness, police report, etc.)
  • Flag contradictory information
  • Use consistent formatting for readability

Document Management:

  • Create checklist of required documents for each claim type
  • Record what documents were requested, when, and from whom
  • Track document receipt and processing
  • Note missing or incomplete documentation
  • Set follow-up reminders for outstanding documents
  • Maintain organized digital file structure
  • Link documents properly in claims system
  • Identify documents requiring special handling (originals needed, etc.)

Red Flag Documentation:

  • Note potential coverage issues
  • Document indicators of potential fraud
  • Record inconsistencies between statements
  • Document delays in reporting or cooperation
  • Note unusual circumstances or atypical claim elements
  • Document any threats or unusual behavior

Communication Records:

  • Save copies of all written communications
  • Document sent and received dates of correspondence
  • Record delivery confirmation when available
  • Note response deadlines given and actual response times
  • Keep transcript or summary of recorded statements
  • Maintain call logs with detailed notes
  • Document attempted communications and outcomes

Next Steps Planning:

  • Document investigation plan
  • Record assigned tasks and due dates
  • Note escalation triggers and thresholds
  • Document approval requirements and authority limits
  • Plan follow-up schedule and set reminders
  • Record claim status at end of each note update
  • Document estimated timeline for next actions

6. INITIAL ACTIONS CHECKLIST

Immediate Needs Assessment:

  • Determine if emergency services are still needed
  • Assess need for towing or vehicle security
  • Evaluate need for rental vehicle arrangement
  • Identify urgent medical needs
  • Determine need for emergency mitigation (e.g., vehicle fire damage)

Initial Claim Setup:

  • Assign claim to appropriate adjuster tier
  • Set appropriate reserves based on initial information
  • Select correct cause of loss and coverage codes
  • Initiate appropriate workflow track
  • Set claim status correctly
  • Apply special handling flags if applicable (total loss potential, injury, etc.)

First Contact Planning:

  • Schedule initial inspection of vehicle
  • Arrange for recorded statements
  • Set up independent appraiser assignment if needed
  • Schedule scene investigation if necessary
  • Plan for witness interviews
  • Request police report
  • Notify subrogation department if applicable

Additional Notifications:

  • Notify agent of claim filing
  • Set up claim file sharing with insured via portal
  • Advise of rental car process if applicable
  • Send required state forms if applicable
  • Provide fraud warning statements as required
  • Send appropriate acknowledgment letters

Initial Liability Assessment:

  • Document preliminary liability opinion
  • Note factors supporting initial assessment
  • Identify additional information needed for final determination
  • Document comparative negligence considerations
  • Note jurisdictional rules that may apply
  • Plan investigation strategy based on liability issues

LIABILITY DETERMINATION

LIABILITY DETERMINATION

Detailed Processes & Procedures

1. GATHERING STATEMENTS

Insured Statement:

  • Obtain recorded statement when possible
  • Document exact version of events in chronological order
  • Note specific admissions or denials of fault
  • Record details about speed, distance, time, and positioning
  • Document pre-impact awareness and evasive actions taken
  • Note distractions reported or denied
  • Record information about passengers and witnesses
  • Document vehicle mechanical issues reported
  • Note consistency or inconsistency with initial report

Claimant/Other Party Statement:

  • Obtain recorded statement when possible
  • Document their version of events in their own words
  • Note points of agreement/disagreement with insured’s account
  • Record details about speed, distance, and positioning
  • Document pre-impact awareness and evasive actions
  • Note distractions reported or denied
  • Document injury claims made during statement
  • Record information about passengers and witnesses
  • Note any admission of comparative fault

Witness Statements:

  • Prioritize independent witnesses (no relationship to involved parties)
  • Document exact vantage point relative to accident
  • Record what they observed before, during, and after impact
  • Note limited visibility factors from their perspective
  • Document any statements overheard at scene
  • Record witness credibility factors (distance, distractions, etc.)
  • Note consistency with other accounts
  • Document how witness came forward

Passenger Statements:

  • Note relationship to driver
  • Document seating position and visibility
  • Record awareness of events prior to impact
  • Note consistency with driver’s account
  • Document any injury claims made
  • Record observations about driver behavior
  • Note comments about speed, braking, or other factors

2. POLICE REPORT ANALYSIS

Report Acquisition:

  • Request report from appropriate jurisdiction
  • Follow up if not received within expected timeframe
  • Document report number and responding officer
  • Note if full report or abbreviated version

Officer Observations:

  • Note responding officer’s arrival time relative to accident
  • Document physical evidence noted (skid marks, debris, etc.)
  • Record road/weather conditions reported
  • Note lighting and visibility factors
  • Document officer’s scene diagram
  • Record point of impact determination

Statements to Police:

  • Compare statements given to police vs. to insurance
  • Note inconsistencies or contradictions
  • Document who provided information to police
  • Record if statements were taken at scene or later

Citations/Charges:

  • Document specific violations cited
  • Note which party(ies) received citations
  • Record status of citations (paid, contested, dismissed)
  • Consider how violations relate to accident causation
  • Document if any criminal charges resulted (DUI, etc.)
  • Note if citation is admissible as evidence in your jurisdiction

Supplemental Investigation:

  • Check if accident reconstruction was performed
  • Document toxicology results if applicable
  • Note if dash cam or body cam footage exists
  • Record follow-up investigation findings
  • Document if specialized units responded (DUI unit, etc.)

3. TRAFFIC LAW APPLICATION

Jurisdiction-Specific Laws:

  • Identify applicable state/local traffic laws
  • Document specific statutes relevant to accident
  • Note right-of-way rules that apply
  • Research uncommon or complex traffic regulations
  • Consider how courts in jurisdiction typically interpret laws

Moving Violations Analysis:

  • Document speed limit at location and estimated speeds
  • Note signal/sign compliance or violations
  • Record lane usage and lane change requirements
  • Document following distance regulations
  • Note turn signal requirements and usage
  • Record right-of-way violations
  • Document improper passing or overtaking
  • Consider other applicable moving violations

Non-Moving Violations Consideration:

  • Document equipment violations (headlights, brake lights, etc.)
  • Note license/registration status issues
  • Record vehicle maintenance requirements
  • Document window tint or visibility obstruction regulations
  • Consider other applicable non-moving violations

Special Circumstances:

  • Document special zone considerations (school, construction, etc.)
  • Note commercial vehicle regulations if applicable
  • Record emergency vehicle right-of-way rules if relevant
  • Document pedestrian/bicycle laws if applicable
  • Consider motorcycle-specific regulations if relevant
  • Note rules for unusual intersections or traffic patterns

4. NEGLIGENCE ANALYSIS

Pure Contributory vs. Comparative:

  • Identify which negligence system applies in jurisdiction
  • Document threshold percentages for recovery if applicable
  • Note how courts typically apply negligence standards
  • Consider impact of negligence type on settlement strategy

Elements of Negligence:

  • Document duty owed by each party
  • Note breach of duty for each party
  • Record causation analysis (cause in fact and proximate cause)
  • Document damages resulting from negligence
  • Consider defenses to negligence for each party

Negligence Per Se:

  • Identify if statutory violations constitute negligence per se
  • Document which party’s actions meet this standard
  • Note exceptions or defenses to negligence per se
  • Consider how courts in jurisdiction apply this doctrine

Last Clear Chance Doctrine:

  • Analyze if doctrine applies to accident scenario
  • Document which party had last opportunity to avoid accident
  • Note if doctrine is recognized in jurisdiction
  • Consider impact on liability determination

Sudden Emergency Doctrine:

  • Analyze if unexpected emergency situation existed
  • Document if party’s reaction was reasonable under circumstances
  • Note if doctrine is recognized in jurisdiction
  • Consider impact on liability determination

5. LIABILITY DECISION-MAKING

Evidence Evaluation:

  • Weigh credibility of conflicting accounts
  • Document physical evidence supporting conclusion
  • Note consistency of versions with physical evidence
  • Record objective support for subjective statements
  • Consider bias factors in witness accounts

Fault Percentage Determination:

  • Document specific percentage assigned to each party
  • Note factors supporting each percentage assignment
  • Record how percentages align with jurisdiction precedents
  • Consider range of reasonable allocations
  • Document consistency with similar past claims

Liability Decision Communication:

  • Prepare clear explanation of liability determination
  • Document reasoning in claim file with supporting evidence
  • Note potential weaknesses in determination
  • Record strategy for defending decision
  • Prepare for common objections or challenges

Supervisor Review:

  • Document when supervisor review is required
  • Note approval process for contested liability
  • Record rationale for decisions that differ from supervisor input
  • Document authority levels for liability decisions
  • Consider committee review for complex cases

6. SPECIAL LIABILITY SITUATIONS

Left Turn Accidents:

  • Document right-of-way obligations
  • Note signal status and duration
  • Record visibility factors affecting turn decision
  • Document speed of oncoming vehicle
  • Note applicable statutes for left turns
  • Consider intersection design factors

Rear-End Collisions:

  • Document following distance
  • Note sudden stop factors
  • Record distraction elements
  • Document mechanical failure claims
  • Note chain reaction involvement
  • Consider weather/road condition impact

Backing Accidents:

  • Document visibility limitations
  • Note use of assistance (backup camera, spotter)
  • Record right-of-way considerations
  • Document warning signals used
  • Note reasonable expectations in location
  • Consider environmental factors

Parking Lot Accidents:

  • Document through lane vs. parking lane rules
  • Note right-of-way in various lot scenarios
  • Record applicable private property considerations
  • Document speed factors
  • Note traffic control devices present
  • Consider reasonable expectations in lot type

Intersection Accidents:

  • Document signal timing and status
  • Note right-of-way at intersection type
  • Record approach speeds
  • Document view obstructions
  • Note failure to yield factors
  • Consider unusual intersection design

Lane Change Accidents:

  • Document signaling used
  • Note blind spot factors
  • Record lane position prior to change
  • Document speed differential
  • Note multiple lane change factors
  • Consider highway vs. urban environment

Weather-Related Accidents:

  • Document reasonable speed for conditions
  • Note visibility limitations
  • Record vehicle equipment factors (tires, wipers)
  • Document following distance appropriateness
  • Note warning signs or advisories posted
  • Consider sudden weather change factors

DAMAGE EVALUATION

Detailed Processes & Procedures

1. VEHICLE INSPECTION PROCESS

Initial Inspection Scheduling:

  • Contact vehicle owner within 24-48 hours
  • Schedule inspection at convenient location (shop, home, work)
  • Explain inspection process and estimated time required
  • Document if owner refuses or delays inspection
  • Arrange for alternative transportation if vehicle not drivable

Photo Documentation Standards:

  • Take date-stamped photos of all four corners of vehicle
  • Document VIN, odometer reading, and license plate
  • Photograph all damaged areas from multiple angles
  • Take close-up photos of specific damage points
  • Document pre-existing damage unrelated to accident
  • Photograph interior if relevant to claim
  • Take photos of personal property damage if claimed
  • Document parts that may have mechanical damage

Physical Inspection Elements:

  • Verify VIN matches policy information
  • Check for frame/structural damage
  • Document impact point and damage direction
  • Note evidence of prior repairs or damage
  • Measure impact depth when relevant
  • Test functionality of mechanical components
  • Inspect for hidden damage behind panels
  • Document fluid leaks or mechanical symptoms
  • Check airbag deployment and safety systems

Inspection Documentation:

  • Complete standard inspection form
  • Note time, date, and location of inspection
  • Document weather conditions during inspection
  • Record name of person present during inspection
  • Note specific statements made by vehicle owner
  • Document modifications or aftermarket equipment
  • Record current location of vehicle
  • Note if vehicle is drivable or needs towing

2. ESTIMATE PREPARATION

Estimating Software Utilization:

  • Select appropriate estimating platform (CCC, Mitchell, Audatex)
  • Use current labor and parts rates for market
  • Apply proper labor time guidelines
  • Document any deviation from standard labor times
  • Select correct vehicle trim and option packages
  • Consider appropriate alternative parts usage
  • Apply proper paint and materials calculations
  • Document betterment or depreciation when applicable

Parts Selection Guidelines:

  • Follow company guidelines for OEM vs. aftermarket parts
  • Apply state regulations regarding parts types
  • Document when OEM parts required (safety items, new vehicles)
  • Consider LKQ (used) parts when appropriate
  • Note availability of parts and delivery timeframes
  • Document customer preference for parts type
  • Consider OEM price-matching programs
  • Apply proper part-to-part price comparisons

Labor Operations:

  • Separate body, mechanical, and structural labor
  • Apply frame/structural labor rates when applicable
  • Document overlap considerations between operations
  • Apply proper refinish labor operations
  • Note included vs. non-included operations
  • Document manual additions outside database times
  • Consider specialty labor operations (aluminum, etc.)
  • Apply proper diagnostic labor operations

Additional Estimate Elements:

  • Document sublet operations (alignment, A/C, etc.)
  • Add appropriate tax rates
  • Include towing and storage charges if applicable
  • Document rental authorization
  • Note suspension of rental during parts delays
  • Apply proper aluminum/carbon fiber surcharges if applicable
  • Include tire replacement guidelines
  • Document disposal/recycling fees

3. SUPPLEMENT HANDLING

Supplement Triggers:

  • Document criteria for supplement approval
  • Note standard hidden damage expectations by vehicle area
  • Record reasonable timeframes for supplement requests
  • Document required photos for supplement consideration
  • Note process for disputed supplement items

Supplement Review Process:

  • Compare original estimate line-by-line with supplement
  • Document reasoning for additional operations
  • Note parts price increases and reasons
  • Record labor time changes and justification
  • Document additional damage vs. missed items
  • Note betterment considerations for supplements
  • Review for duplicate operations

Re-inspection Guidelines:

  • Document when physical re-inspection required
  • Note timeframe for scheduling re-inspection
  • Record authorization process during re-inspection
  • Document partial authorization procedures
  • Note disputed items handling process
  • Record approval authority levels

Shop Communication Standards:

  • Document required information from shop for supplement
  • Note expected response timeframe
  • Record preferred communication method
  • Document formal dispute resolution process
  • Note escalation procedures for disagreements
  • Record authorization documentation requirements

4. REPAIR VS. TOTAL LOSS DECISION

Total Loss Threshold Calculation:

  • Document company threshold percentage
  • Note state regulatory threshold if applicable
  • Record actual cash value (ACV) determination method
  • Document salvage value consideration
  • Note special considerations for threshold exceptions
  • Record owner retention impact on calculation

Economic Total Loss Factors:

  • Document parts availability issues
  • Note excessive storage accumulation
  • Record repair delays impact on rental costs
  • Document vehicle safety concerns
  • Note repair quality confidence factors
  • Record impact of excessive supplements

Owner Concerns Evaluation:

  • Document diminished value considerations
  • Note owner’s preference regarding repair vs. total loss
  • Record concerns about repair quality
  • Document special needs circumstances
  • Note sentimental value considerations
  • Record business use impacts

Constructive Total Loss Determination:

  • Document safety structural integrity issues
  • Note manufacturer repair limitation guidelines
  • Record airbag deployment considerations
  • Document frame repair limitations
  • Note specialty vehicle repair constraints
  • Record state inspection requirements that might not be met

5. SPECIALTY VEHICLE CONSIDERATIONS

High-Value Vehicle Handling:

  • Document specialized appraiser requirements
  • Note manufacturer-certified shop requirements
  • Record specialized labor rate considerations
  • Document OEM parts requirements
  • Note paintless dent repair specialization
  • Record diminished value considerations
  • Document specialized supplement process

Electric/Hybrid Vehicle Procedures:

  • Document battery inspection requirements
  • Note high-voltage system evaluation process
  • Record specialized diagnostic requirements
  • Document charging system evaluation
  • Note manufacturer repair limitations
  • Record proper storage requirements
  • Document specialized facility requirements

Classic/Collectible Appraisal Process:

  • Document specialty valuation resources
  • Note agreed value policy considerations
  • Record specialty parts sourcing process
  • Document restoration shop requirements
  • Note specialized paint matching process
  • Record appropriate labor rate considerations
  • Document market research requirements

Commercial Vehicle Evaluation:

  • Document downtime consideration
  • Note business use impact
  • Record DOT compliance requirements
  • Document specialized equipment valuation
  • Note chassis vs. body considerations
  • Record specialized vendor requirements
  • Document business interruption factors

TOTAL LOSS HANDLING

Detailed Processes & Procedures

1. TOTAL LOSS VALUATION

Vehicle Information Verification:

  • Confirm year, make, model exactness
  • Verify correct trim level and features
  • Document engine size and transmission type
  • Record mileage from odometer (photo documentation)
  • Note all factory options and packages
  • Document aftermarket equipment (age, value)
  • Verify VIN matches registration/title
  • Record exterior/interior color combination

Condition Evaluation:

  • Document pre-accident condition rating criteria
  • Rate exterior condition with photo support
  • Evaluate interior condition with photo support
  • Document mechanical condition based on test drive or disclosure
  • Note tire condition and tread depth
  • Record prior damage unrelated to loss
  • Document maintenance history if available
  • Note vehicle modifications and quality

Valuation Software Application:

  • Select appropriate valuation service (CCC, Mitchell, Audatex)
  • Document market area used for comparable vehicles
  • Record mileage adjustment calculations
  • Note condition adjustment calculations
  • Document feature adjustments (adds/deletes)
  • Record market availability of comparable vehicles
  • Note reconditioning adjustments if applicable
  • Document manual overrides with justification

Comparable Vehicle Analysis:

  • Document number of comparables used
  • Record date range of comparable data
  • Note geographic range for comparables
  • Document comparable vehicle condition ratings
  • Record mileage range of comparables
  • Note price adjustments applied to each comparable
  • Document outlier exclusion reasoning
  • Record weighting factors for final valuation

2. OWNER SETTLEMENT PROCESS

Valuation Explanation:

  • Document how to explain valuation methodology
  • Prepare justification for condition ratings
  • Record process for addressing disagreements
  • Note additional comparable research process
  • Document appraisal clause explanation
  • Record state-specific valuation requirements
  • Note diminished value handling process if applicable

Deductible Application:

  • Document applicable deductible amount
  • Note exceptions to deductible application
  • Record deductible waiver conditions
  • Document split deductible situations
  • Note how to explain deductible to insured
  • Record subrogation potential affecting deductible

Loan/Lease Payoff Coordination:

  • Document loan information collection process
  • Note payoff amount verification process
  • Record GAP insurance identification
  • Document lease termination process
  • Note early termination penalties
  • Record loan/lease documentation requirements
  • Document owner equity calculation
  • Note negative equity handling process

Tax, Title, and Fees Handling:

  • Document applicable sales tax calculation
  • Note license fee reimbursement
  • Record transfer fee handling
  • Document tag credit process
  • Note registration reimbursement guidelines
  • Record documentation requirements for fees
  • Document state-specific fee requirements

3. DOCUMENTATION REQUIREMENTS

Title Processing:

  • Document clean title vs. salvage title requirements
  • Note power of attorney requirements
  • Record odometer disclosure requirements
  • Document lienholder release process
  • Note electronic title handling
  • Record lost title procedure
  • Document proper title assignment
  • Note secure power of attorney requirements

Settlement Authorization:

  • Document required signatures
  • Note payment authorization process
  • Record total loss settlement form requirements
  • Document release language requirements
  • Note multiple owner handling process
  • Record death of owner process
  • Document business owner authorization requirements
  • Note trust ownership documentation

Salvage Ownership Documentation:

  • Document owner retention requirements
  • Note salvage value determination process
  • Record bill of sale requirements
  • Document salvage title application process
  • Note salvage retention restrictions by state
  • Record salvage disclosure requirements
  • Document dismantler requirements

Special Ownership Situations:

  • Document estate handling process
  • Note power of attorney limitations
  • Record divorce/separation procedures
  • Document business ownership verification
  • Note trust documentation requirements
  • Record lease company requirements
  • Document non-owner operator procedures
  • Note out-of-state title requirements

4. VEHICLE DISPOSITION

Owner Retention Handling:

  • Document owner retention option explanation
  • Note salvage value determination
  • Record retention settlement calculation
  • Document required disclosures
  • Note title branding requirements
  • Record bill of sale documentation
  • Document safety disclosure requirements
  • Note salvage inspection requirements

Salvage Assignment:

  • Document preferred salvage vendor assignment
  • Note salvage bid process
  • Record auction assignment procedure
  • Document salvage value maximization strategies
  • Note salvage value guarantee programs
  • Record salvage return procedures
  • Document salvage pickup timeframe

Personal Property Return:

  • Document personal property inventory requirements
  • Note high-value item documentation
  • Record owner notification requirements
  • Document disputed items process
  • Note abandoned property handling
  • Record personal property release documentation
  • Document license plate handling

State-Specific Requirements:

  • Document title branding requirements by state
  • Note disclosure requirements by state
  • Record inspection requirements by state
  • Document regulatory reporting requirements
  • Note tax implications by state
  • Record holding period requirements
  • Document environmental requirements

5. CLAIM RESOLUTION

Rental Termination:

  • Document reasonable rental duration after settlement
  • Note rental extension approval process
  • Record transportation expense alternatives
  • Document rental termination notification
  • Note direct billing termination process
  • Record rental reimbursement processing

Settlement Payment Processing:

  • Document multiple payee check requirements
  • Note electronic funds transfer process
  • Record check mailing procedures
  • Document payment tracking process
  • Note payment inquiry handling
  • Record unclaimed payment procedures
  • Document payment stop/reissue process

File Documentation Requirements:

  • Document total loss settlement breakdown
  • Note valuation report storage requirements
  • Record settlement authorization documentation
  • Document title/salvage documentation
  • Note claim payment documentation
  • Record rental/storage expense documentation
  • Document subrogation referral documentation

Customer Service Follow-up:

  • Document settlement satisfaction verification
  • Note complaint handling procedures
  • Record escalation process for disputes
  • Document customer retention strategies
  • Note post-settlement services offered
  • Record feedback collection process
  • Document claims experience metrics

Subrogation Process

SUBROGATION PROCEDURE

Detailed Processes & Procedures

1. SUBROGATION IDENTIFICATION

Recovery Potential Indicators:

  • Document liable adverse party identification
  • Note liability evidence documentation
  • Record applicable coverages triggered
  • Document deductible applied to claim
  • Note claim payment documentation
  • Record statute of limitations tracking
  • Document comparative negligence calculation

Initial Investigation for Recovery:

  • Document scene evidence preservation
  • Note witness statement collection focus
  • Record police report acquisition
  • Document vehicle damage documentation
  • Note evidence of negligence documentation
  • Record expert involvement consideration
  • Document spoliation prevention measures

Subrogation Referral Process:

  • Document when to refer to subrogation unit
  • Note required documentation for referral
  • Record timing of referral in claims process
  • Document automated referral triggers
  • Note manual referral indicators
  • Record urgent referral criteria
  • Document subrogation scoring metrics

Special Recovery Situations:

  • Document product liability potential
  • Note construction/road design defects
  • Record commercial vehicle regulations violations
  • Document dram shop/liquor liability potential
  • Note governmental entity considerations
  • Record joint tortfeasor identification
  • Document workers compensation integration

2. DEMAND PREPARATION

Damages Documentation:

  • Document paid claim itemization
  • Note deductible inclusion
  • Record rental expense documentation
  • Document storage cost justification
  • Note salvage value consideration
  • Record diminished value handling
  • Document claim expense allocation
  • Note medical payment/PIP recovery documentation

Liability Documentation:

  • Document police report integration
  • Note witness statement summary
  • Record scene diagrams/photos inclusion
  • Document applicable traffic laws
  • Note citation/plea evidence
  • Record expert report summary
  • Document liability argument formulation

Demand Package Assembly:

  • Document demand letter requirements
  • Note supporting documentation organization
  • Record settlement authority documentation
  • Document demand amount calculation
  • Note legal theory presentation
  • Record comparative negligence application
  • Document settlement timeframe specification

Special Damages Considerations:

  • Document loss of use calculations
  • Note diminished value methodology
  • Record towing/storage justification
  • Document administrative fees defense
  • Note betterment/depreciation explanations
  • Record loss of income documentation
  • Document total loss settlement defense

3. NEGOTIATION PROCESS

Initial Demand Strategies:

  • Document when to make first demand
  • Note appropriate demand amount guidelines
  • Record follow-up timeframe standards
  • Document contact methods protocol
  • Note negotiation authority levels
  • Record conversation documentation requirements
  • Document common defense anticipation

Response Handling:

  • Document denial response strategies
  • Note low-offer counteroffer guidelines
  • Record liability dispute handling
  • Document damages dispute resolution
  • Note delay tactics recognition and response
  • Record third-party claim handler escalation
  • Document unreasonable position documentation

Settlement Authority:

  • Document settlement range determination
  • Note authority level guidelines
  • Record approval process for settlements
  • Document exception handling process
  • Note minimum acceptable settlement calculation
  • Record cost-benefit analysis documentation
  • Document litigation referral thresholds

Alternative Dispute Resolution:

  • Document arbitration forum selection
  • Note inter-company arbitration rules
  • Record arbitration filing process
  • Document arbitration presentation preparation
  • Note evidence submission requirements
  • Record hearing participation guidelines
  • Document award enforcement process

4. RECOVERY COLLECTION

Payment Processing:

  • Document payment receipt handling
  • Note payment application procedures
  • Record partial payment considerations
  • Document release execution requirements
  • Note deductible reimbursement processing
  • Record file closure documentation
  • Document recovery distribution calculations

Deductible Reimbursement:

  • Document insured notification requirements
  • Note proportional recovery calculations
  • Record processing timeframe standards
  • Document deductible holdback situations
  • Note recovery fee application if applicable
  • Record unclaimed reimbursement handling
  • Document recovery verification documentation

Installment Agreement Management:

  • Document payment plan negotiation guidelines
  • Note documentation requirements
  • Record monitoring procedures
  • Document default response protocols
  • Note interest application guidelines
  • Record acceleration clause triggers
  • Document modification procedures

Collection Difficulties:

  • Document follow-up contact schedule
  • Note demand letter escalation process
  • Record skip trace procedures
  • Document collection agency referral criteria
  • Note legal action consideration timeline
  • Record cost-benefit analysis for collection efforts
  • Document statute of limitations monitoring

5. COMPLEX RECOVERY SITUATIONS

Multiple Tortfeasor Handling:

  • Document joint and several liability rules by state
  • Note proportional recovery strategies
  • Record settlement with one party impact
  • Document release wording considerations
  • Note allocation of damages strategy
  • Record multiple demand coordination
  • Document partial settlement evaluation

Uninsured Adverse Party Recovery:

  • Document direct collection approach
  • Note payment plan negotiation strategy
  • Record judgment consideration process
  • Document asset investigation procedures
  • Note wage garnishment evaluation
  • Record property lien consideration
  • Document bankruptcy impact assessment

Arbitration Forum Management:

  • Document compulsory arbitration rules
  • Note voluntary arbitration strategies
  • Record evidence packaging requirements
  • Document contentions drafting guidelines
  • Note hearing representation selection
  • Record award review procedures
  • Document appeals process when available

Recovery Litigation Referral:

  • Document litigation referral criteria
  • Note cost-benefit analysis requirements
  • Record attorney selection process
  • Document file documentation requirements
  • Note litigation hold implementation
  • Record expert retention guidelines
  • Document settlement authority during litigation

6. RECOVERY CLOSURE

File Documentation Requirements:

  • Document recovery efforts summary
  • Note settlement justification
  • Record payment application documentation
  • Document deductible reimbursement proof
  • Note unrecovered amount explanation
  • Record statute of limitations consideration
  • Document future recovery potential assessment

Uncollectible Assessment:

  • Document criteria for uncollectible designation
  • Note required skip trace efforts
  • Record bankruptcy discharge documentation
  • Document inability to pay documentation
  • Note statute expiration documentation
  • Record minimal recovery amount threshold
  • Document management approval requirements

Reporting and Metrics:

  • Document recovery ratio calculation
  • Note cycle time measurement
  • Record expense to recovery ratio
  • Document success rate monitoring
  • Note demand to recovery ratio
  • Record arbitration win rate
  • Document deductible reimbursement timeline

Best Practices Review:

  • Document successful strategy documentation
  • Note failed approach analysis
  • Record process improvement identification
  • Document team training opportunities
  • Note case study development
  • Record inter-department coordination enhancement
  • Document recovery enhancement strategies

Claim Settlement & Closure

CLAIM SETTLEMENT PROCESS IN DETAIL

Detailed Processes & Procedures

1. FINAL CLAIM EVALUATION

Coverage Review:

  • Document final coverage determination
  • Note any coverage limitations applied
  • Record exclusions considered and applied
  • Document reservation of rights resolution
  • Note coverage dispute resolution
  • Record additional coverages identified and applied
  • Document policy limit considerations

Liability Final Assessment:

  • Document final liability determination
  • Note comparative negligence percentage applied
  • Record disputed liability resolution
  • Document liability evidence summary
  • Note liability negotiation outcomes
  • Record impact of legal decisions on liability
  • Document state-specific liability laws applied

Damages Final Assessment:

  • Document final repair cost determination
  • Note total loss settlement calculation
  • Record rental expense determination
  • Document towing/storage resolution
  • Note diminished value consideration
  • Record out-of-pocket expense verification
  • Document final injury settlement if applicable

Reserve Adequacy Review:

  • Document reserve vs. actual payment comparison
  • Note reserve adjustment history
  • Record lessons learned for future reserving
  • Document reserve deviation explanation
  • Note reserve timing accuracy
  • Record reserve authority compliance
  • Document impact on loss ratio

2. PAYMENT PROCESSING

Payment Authorization:

  • Document payment approval authority
  • Note required supporting documentation
  • Record multiple signatures requirements
  • Document system entry procedures
  • Note payment coding accuracy
  • Record coverage allocation
  • Document payment timing standards

Payment Distribution:

  • Document multiple payee requirements
  • Note lienholder payment procedures
  • Record mortgagee payment requirements
  • Document payment delivery methods
  • Note electronic payment procedures
  • Record check security features
  • Document unclaimed payment procedures

Payment Documentation:

  • Document payment support file requirements
  • Note payment explanation documentation
  • Record payment calculation worksheet
  • Document coverage explanation for payment
  • Note payment trail documentation
  • Record supplemental payment justification
  • Document tax implication documentation

Payment Corrections:

  • Document payment error identification process
  • Note correction authorization process
  • Record void/reissue procedures
  • Document claim file notation requirements
  • Note impact on loss history
  • Record corrective action documentation
  • Document quality assurance review

3. DEDUCTIBLE HANDLING

Deductible Application:

  • Document appropriate coverage deductible
  • Note deductible amount verification
  • Record deductible application method
  • Document customer explanation requirements
  • Note multiple deductible handling
  • Record deductible waiver documentation
  • Document state-specific requirements

Deductible Collection:

  • Document direct collection methods
  • Note shop collection procedures
  • Record payment reduction calculation
  • Document customer notification requirements
  • Note collection documentation
  • Record dispute resolution process
  • Document unpaid deductible handling

Deductible Recovery:

  • Document subrogation referral for recovery
  • Note salvage deductible consideration
  • Record partial recovery allocation
  • Document customer recovery notification
  • Note recovery timeframe expectations
  • Record recovery documentation requirements
  • Document unrecoverable deductible handling

Special Deductible Situations:

  • Document vanishing deductible application
  • Note glass claim deductible handling
  • Record multi-car policy deductible consideration
  • Document deductible endorsement verification
  • Note catastrophe deductible application
  • Record calendar year deductible considerations
  • Document disappearing deductible programs

4. CUSTOMER COMMUNICATION

Settlement Explanation:

  • Document settlement amount breakdown
  • Note coverage application explanation
  • Record liability determination explanation
  • Document deductible application clarification
  • Note excluded items explanation
  • Record partial denial explanation
  • Document next steps clarification

Claim Summary Letter:

  • Document required elements of summary letter
  • Note payment breakdown inclusion
  • Record coverage explanation requirements
  • Document liability determination summary
  • Note recovery potential explanation
  • Record future process explanation
  • Document contact information for questions

Customer Satisfaction Verification:

  • Document satisfaction verification call requirements
  • Note complaint identification process
  • Record dispute resolution explanation
  • Document escalation path for dissatisfaction
  • Note survey invitation process
  • Record quality assurance call selection
  • Document customer retention opportunity identification

Complaint Handling:

  • Document complaint logging requirements
  • Note complaint categorization process
  • Record response timeframe standards
  • Document resolution authority levels
  • Note documentation requirements
  • Record regulatory complaint procedures
  • Document root cause analysis process

5. FILE DOCUMENTATION

Required Documentation Checklist:

  • Document coverage verification documentation
  • Note liability determination support
  • Record damage valuation documentation
  • Document payment support documentation
  • Note correspondence documentation
  • Record statement documentation
  • Document photo documentation
  • Note claim notes requirements

Documentation Organization:

  • Document chronological organization requirements
  • Note indexed documentation standards
  • Record electronic file structure
  • Document physical file organization
  • Note document linking requirements
  • Record document naming conventions
  • Document retention requirements

Quality Review Standards:

  • Document peer review process
  • Note supervisor review requirements
  • Record quality assurance audit criteria
  • Document common error identification
  • Note best practices documentation
  • Record file grading standards
  • Document remediation requirements

Retention Requirements:

  • Document state-specific retention periods
  • Note claim type retention variations
  • Record litigation hold procedures
  • Document destruction authorization requirements
  • Note secure destruction methods
  • Record retention verification process
  • Document electronic backup requirements

6. CLAIM CLOSURE

Closure Requirements Checklist:

  • Document all payments processed
  • Note all recoveries completed
  • Record all documents received
  • Document all parties notified
  • Note system status updated
  • Record reserves released
  • Document follow-up items completed

Future Activity Considerations:

  • Document subrogation potential
  • Note salvage disposition completion
  • Record litigation potential
  • Document reopen potential
  • Note delayed damage possibilities
  • Record supplement likelihood
  • Document claim relationship to other claims

Reopening Criteria:

  • Document valid reopening reasons
  • Note authorization requirements
  • Record documentation requirements
  • Document time limitation considerations
  • Note reserve restoration process
  • Record payment authority on reopened claims
  • Document reporting requirements for reopened claims

Claim Data Reporting:

  • Document claim outcome coding
  • Note loss type categorization
  • Record cause of loss finalization
  • Document coverage verification
  • Note catastrophe coding if applicable
  • Record fraud referral documentation
  • Document lessons learned notation

ADDITIONAL CONSIDERATIONS

Detailed Processes & Procedures

1. FRAUD DETECTION & INVESTIGATION

Red Flag Identification:

  • Document staging accident indicators
  • Note prior claim history patterns
  • Record inconsistent statements
  • Document delayed reporting significance
  • Note unusual claimant behavior
  • Record atypical damage patterns
  • Document suspicious documentation
  • Note provider billing patterns

Fraud Investigation Steps:

  • Document detailed recorded statement techniques
  • Note scene investigation requirements
  • Record vehicle examination protocols
  • Document social media investigation process
  • Note cell phone record review process
  • Record surveillance consideration criteria
  • Document witness canvas procedures
  • Note expert involvement criteria

Special Investigation Unit Referral:

  • Document referral criteria
  • Note required documentation for referral
  • Record referral timing guidelines
  • Document joint investigation procedures
  • Note information sharing protocols
  • Record communication channels
  • Document case status update frequency

Fraud Allegation Resolution:

  • Document level of proof standards
  • Note claim handling during investigation
  • Record denial decision criteria
  • Document legal consultation requirements
  • Note regulatory reporting requirements
  • Record settlement authority limitations
  • Document recovery efforts for fraudulent claims

2. STATE-SPECIFIC CONSIDERATIONS

Reporting Requirements:

  • Document state-mandated reporting timelines
  • Note required forms by state
  • Record electronic vs. paper filing requirements
  • Document threshold amounts triggering reporting
  • Note penalty information for non-compliance
  • Record verification of reporting procedures
  • Document regulatory confirmation requirements

Unfair Claims Practice Compliance:

  • Document state-specific fair claims regulations
  • Note response time requirements
  • Record documentation standards by state
  • Document payment timeline requirements
  • Note required customer communications
  • Record denial requirements
  • Document complaint handling regulations

No-Fault/PIP Requirements:

  • Document qualifying claim criteria
  • Note coverage verification process
  • Record benefit explanation requirements
  • Document coordination with health insurance
  • Note medical management options
  • Record wage loss calculation methods
  • Document benefit exhaustion handling

Specific State Procedures:

  • Document unique forms by state
  • Note examination under oath requirements
  • Record appraisal clause variations
  • Document diminished value approaches
  • Note total loss threshold variations
  • Record storage/rental limitations
  • Document unique settlement requirements

3. REGULATORY COMPLIANCE

Privacy Requirements:

  • Document information sharing limitations
  • Note authorization requirements
  • Record secure communication protocols
  • Document file protection requirements
  • Note customer information verification process
  • Record breach notification procedures
  • Document information destruction requirements

Time-Limit Requirements:

  • Document first contact requirements
  • Note inspection timeliness standards
  • Record estimate preparation timeframes
  • Document payment issuance timeframes
  • Note claim acknowledgment timeframes
  • Record correspondence response timeframes
  • Document closure notification requirements

Documentation Requirements:

  • Document required claim forms
  • Note signature requirements
  • Record electronic vs. original documentation
  • Document records retention timeframes
  • Note claim file content requirements
  • Record disclosure limitations
  • Document audit preparation standards

Compliance Monitoring:

  • Document regular audit procedures
  • Note common violation tracking
  • Record corrective action processes
  • Document trend analysis requirements
  • Note regulatory change monitoring
  • Record training update process
  • Document compliance certification procedures

4. CUSTOMER SERVICE STANDARDS

Communication Expectations:

  • Document contact frequency requirements
  • Note preferred communication methods
  • Record after-hours contact procedures
  • Document escalation communication process
  • Note technical language avoidance
  • Record empathy expression guidelines
  • Document difficult conversation management

Service Recovery Process:

  • Document complaint identification triggers
  • Note immediate response requirements
  • Record escalation path clarity
  • Document resolution authority guidelines
  • Note follow-up requirements
  • Record documentation standards
  • Document prevention strategy development

Customer Experience Measurement:

  • Document survey timing process
  • Note question standardization
  • Record score calculation methodology
  • Document response rate monitoring
  • Note improvement opportunity identification
  • Record success celebration process
  • Document feedback integration methods

Retention Strategies:

  • Document at-risk customer identification
  • Note proactive contact guidelines
  • Record renewal discussion timing
  • Document added-value opportunity identification
  • Note cross-sell appropriateness evaluation
  • Record agent involvement coordination
  • Document retention reporting requirements

5. DIGITAL CLAIMS HANDLING

Photo Estimating Procedures:

  • Document photo quality requirements
  • Note required photo angles
  • Record photo submission methods
  • Document photo estimate limitations
  • Note supplement handling process
  • Record virtual inspection tools
  • Document fraud safeguards

Mobile App Claim Handling:

  • Document user experience guidelines
  • Note status update frequency
  • Record document upload procedures
  • Document payment processing integration
  • Note customer question handling
  • Record technical support escalation
  • Document offline mode handling

Electronic Payment Processing:

  • Document payment method options
  • Note authorization requirements
  • Record payment confirmation procedures
  • Document split payment handling
  • Note international payment procedures
  • Record failed payment troubleshooting
  • Document payment security measures

Digital Documentation Standards:

  • Document electronic signature requirements
  • Note document format standards
  • Record storage security requirements
  • Document backup procedures
  • Note accessibility requirements
  • Record document naming conventions
  • Document version control procedures

6. CATASTROPHE RESPONSE

CAT Event Identification:

  • Document event classification criteria
  • Note weather monitoring procedures
  • Record activation authority levels
  • Document resource deployment guidelines
  • Note communication plan activation
  • Record claim volume projection methods
  • Document event severity classification

Resource Deployment Planning:

  • Document adjuster deployment criteria
  • Note temporary office setup procedures
  • Record technology deployment planning
  • Document logistical support coordination
  • Note local resource identification
  • Record vendor partner activation
  • Document management presence requirements

Customer Communication Plan:

  • Document proactive contact strategy
  • Note mass communication tools
  • Record special hours/access information
  • Document claim handling exceptions
  • Note restoration vendor information
  • Record progress update frequency
  • Document closure expectation management

CAT Claim Settlement Modifications:

  • Document expedited payment procedures
  • Note coverage interpretation guidelines
  • Record advance payment criteria
  • Document scope flexibility parameters
  • Note documentation relaxation guidelines
  • Record authority level adjustments
  • Document quality control modifications

This comprehensive manual covers all aspects of auto claims handling from initial claim intake through final resolution, including special situations and regulatory considerations. Each section provides detailed guidance for procedures, documentation requirements, and best practices.