Insurance Replacement đź’Ż Flashcards
Who does the Insurance Replacement Division support/service?
Insurance Companies
Body Shops (Cassie Walter)
Dealerships (Stephanie Bryan)
Know the Enterprise Value Proposition for our Insurance Partners
-Locations everywhere
-nicest, newest fleet/ fleet mix
-“We’ll pick you up”
- Customer service/ professionalism
-In house teams
-ARMS technology
Know the selling points of ARMs
-FREE!
-Direct billing with ease
-All information is stored in one system where ERAC, insurance and body shops can make updates on payment and vehicle status
-Fewer phone calls between vendors
-Insurance companies/ dealerships can quickly make reservations
-All rental policy information is stored in one secure location so we can track rental timelines for insurance company
1. Available rate per day
2. Max Policy
3. Claim Vendor
Know the advantages of in-house?
-We offer it to insurance companies so they give us all referrals.
-Decreased call volume
-Accurate invoices
-Enterprise Employee on site
Understand the 48 hour theft waiver
If an insurance customers vehicle was stolen we waive the daily charge for the first 2 calendar days
-Benefits insurance company
-Most stolen vehicles are recovered within 2 days
-If not recovered they are more likely to keep customer in vehicle through ERAC
Know the agent and adjuster discounts for reservations in and out of group
In-group: 10% off insurance rates, calendar day billing, set up by ERAC branch
Out-of-group: 10% off retail rates, 24 hour billing, call 1-(800)-VIP-ERAC
Understand billing, extensions, and how to handle multiple direct bills
Multiple direct bills:
-close contract for 1st insurance company at 11:59 and rewrite contract for new insurance company at 12:01am the next day so there is no billing over lap
Important to close and rewrite instead of just adding direct bill:
-Two insurance customers: so that the first company’s adjuster/ in-house team don’t get confused and keep extending rental
-Insurance company and Bodyshop: Selling point of insurance companies to work with specific body shops is their turn around time; body shop wants to ensure that they keep getting referrals
Know where to find who a call back is assigned to
Look in contact section of the Bill-To screen in 2.0
What is ARMS Automotive?
-Enables body shops to communicate electronically with ERAC and insurance company
-Real time repair status updates: call backs, last day adjustments, extension requests, estimated completion date
What is AAX (ARMS Automotive Exchange) Reporting?
-What body shops use to post labor hours and cost
-Gives shop reporting to help market itself
Understand priority pass: exceptions, focal points, and reporting (car ready and expedited service
Expectations:
90% rental ready in 20 minutes
100% rental ready in 1 hour
Focal points:
Car ready, expedited service
Reporting:
How quickly are we calling red cars?
What percentage of our ARMs customers are Priority passed?
What is ARMs Dealership?
-Enables dealerships to set up reservations/ direct bills and manage rentals
-Provides accurate info including real time invoices and management reports
Know the Insurance Escalation Process
If the branch cannot escalate to the RS team and the rental is over 10 days behind or $300 behind: Contact the customer to engage the insurance company to extend the rental the rental. If the branch cannot reach the customer, they should Escalate to ARMs to review. If the pended ticket has a last day charge any customer the balance and close the rental. If the customer believes the rental needs extended, please have customer contact the insurance company and send an Escalation to the Replacement Service team using the Escalation Form.
Understand CAR Outside Sale Process
Connect - Appreciate, Respect, and Express Interest in the Account
Ask- Ask about Sales Opportunities, Competitive Threats, and Service Issues
Relay- Relay insights to your account manager and your branch manager
