Maintaining denial of hit and run claim

The steps to take when supporting documentation and physical evidence contradicts a hit and run cause of loss.

When this applies

The estimator has provided supporting documentation and physical evidence that contradicts a hit and run cause of loss. The following takes place to finalize a claim when damage is determined to be consistent with other cause of loss but the customer persists in pursuing a hit and run claim.

Procedure

  1. Estimator
    1. Completes the repair estimate, and
    2. places a "HOLD" on the repair estimate.
  2. claim owner
    1. Makes a decision to deny the claim based on the
      • damages to the vehicle, and
      • evidence collected.
  3. Estimator
    1. Collects
      • paint samples, and
      • samples of foreign matter in the damage area, for example wood splinters, concrete granuals.
  4. claim owner
    1. Explains to the customer
      • the reasons for not releasing the repair estimate, and
      • that the claim requires additional investigation.
    2. Provides the customer with an Application for Payment Under the Insurance (Vehicle) Act Section 24 – Hit and Run (CL45)
    3. asks them to complete and notarize the form, and
    4. return it the claims office.
  5. Estimator
    1. Updates the claim noting
      • the inconsistency of the damages
      • height measurements
      • indication of damages
      • indication of paint samples being taken, and
      • paint samples provided to the claim owner.
  6. claim owner
    1. Updates the Vehicle items and Non- Vehicle items section in ClaimCenter
    2. When the notarized CL45 is returned:
      • discusses claim with manager before potential denial under Section 75 of the Insurance (Vehicle) Act, and
      • notes the claim with the decision.
    3. Contacts the customer to explain the final decision.
Parent topic: Inconsistent damage