Steps for consulting with the estimator to gather information before contacting the customer.
Prerequisites
The customer pursues a hit and run claim even though First Notice of Loss (FNOL) explained the estimator’s conclusion that damage is inconsistent with hit and run damage. The claim owner has reviewed the appraisal assignment notes.
When this applies
When the claim owner consults the estimator before contacting a customer who wishes to pursue a hit and run claim where the damage is inconsistent.
Procedure
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Review in the Artifacts section in WorkCenter (WC).
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Discuss the damage with the estimator to understand why it is not consistent with an unidentified motorist collision.
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Determine next steps based on your investigation, before calling the customer.
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If you determine the damage is ...
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Then ...
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consistent with a comprehensive loss
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review the customer’s coverage to ensure they have comprehensive coverage before offering a comprehensive claim.
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consistent with a non-vehicle collision
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review the customer’s
- coverage to ensure they have collision coverage, or
- claims history for potential premium impact .
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