Cash settlement enquiry or request

Steps for responding to either a customer’s cash settlement material damage (MD) enquiry, or cash settlement MD request.

Procedure

1. Determine if customer has a cash settlement enquiry or cash settlement request.

   If the customer has a ...	Then ...
   cash settlement enquiry	advise the customer that they require an estimate.
   cash settlement request	proceed to step 2.

2. Determine if the customer has had an estimate completed.

   If the customer has ...	Then ...
   had an estimate completed	proceed to step 3.
   not had an estimate completed	book an appointment at the claim office of the customer’s choice.

3. Select the appropriate Est – Estimate Vehicle – Driveable activity:
   1. Add Cash Settlement to the subject title, including the customer's location.
   2. Assign the activity to the Material Damage queue.
   3. Add a note to the description filed stating: Any applicable deductible must be applied before payment/reimbursement to the customer.
   Note: MD does not follow up with the customer regarding any responsibility related enquiries.