claim owners must answer customer inquiries about their own repairs, and the cost of third party’s repairs.
Prerequisites
There must be at least one Estimate or Appraisal or set of subrogation documents.
Note: Subrogation documents could be involved when the third party’s claim/repairs are handled by another insurer.
When this applies
Customers regularly question the cost of the third party’s repairs, because they think it is not all related damage and/or ICBC paid too much for repairs.
Procedure
-
Check for Estimate or Appraisal and images of the damage in WorkCenter (WC), if required.
| If the Estimate or Appraisal and images are … |
Then … |
| uploaded |
proceed to step 3. |
| not uploaded |
- create an activity to request admin upload the Estimate or Appraisal and images, and
- create a second activity to ensure the Estimate or Appraisal and images are loaded.
|
-
Request a Estimate or Appraisal and/or copies of the subrogation documents, if required.
- send an email to Claims Call Center (CC63) requesting copies of the documents, and
- create an activity to ensure you receive the documents.
-
Review artifacts in WorkCenter (WC).
Note: Use discretion and do not share images that are of a poor quality, blurry, or dark.
-
Contact the customer to review the Estimate or Appraisal with them. If you are unable to satisfactorily explain the Estimate or Appraisal, ask your supervisor or the estimator for assistance.
Note: See Vehicle Parts for a diagram of the vehicle.
-
Schedule an activity to have a copy of the Estimate or Appraisal and images sent to the customer, if requested.
Important: Never email the Estimate or Appraisal directly from WC, as it includes third party information, which must be severed.
Result:
The Claims Support Assistant:
- completes the General Enclosure/Information (CL520)
- obtains the Estimate or Appraisal and images, and
- sends the information to the customer.
Note: Unless specifically requested, the letter is sent directly to the customer.