The steps to take when the customer opts for a single collision claim.
Prerequisites
The estimator reviews the damage and determines it is the result of a single vehicle collision or with a stationary object.
When this applies
The customer attends an appointment with both the exposure owner and estimator to review the damage. The estimator explains why damage is inconsistent with a vehicle to vehicle collision. The customer opts for a single collision claim.
Procedure
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Review the damage with the customer and the estimator.
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Ask the customer if
- anyone else has access to the vehicle, and
- could that person have been operating the vehicle when the damage occurred.
Note:
Where other people have access to the vehicle, the claim can be processed as a collision claim if the customer has collision coverage.
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Explain the effects of a single vehicle collision claim on the customer’s Claims Rated Scale (CRS).
Note:
The customer may elect not to pursue the claim because of the impact on the CRS position.
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If the customer chooses to proceed with a single collision claim, update the
- cause of loss, and if applicable
- claim file with the driver’s license number of the person driving at the time of loss.
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Update the file notes including
- cause of loss
- driver information
- consistency of damage to the new cause of loss
- height measurements, and
- indication of damages.