Inconsistent damage

Collect paint sample
An estimator may need to collect paint samples when vehicle damage is inconsistent with a reported unidentified (hit-and-run) accident.

Review evidence analysis report and determine claim disposition
Steps to review an evidence analysis report depending on what is in the sample, and how to determine claim disposition based on the evidence analysis report. Applies to claims with a date of loss (DOL) on or before April 30, 2021.

Consult with estimator
Steps for consulting with the estimator to gather information before contacting the customer.

Create damage photo log
Steps and techniques to gather samples.

Evidence sent for analysis
The details of what is required in a Photo log and paint deposit.

Appointment for inconsistent damage customer options
A list of customer options.

Identify customer options
Options to suggest when damage claimed as hit and run is inconsistent with an unidentified motorist collision.

Finalize claim: damage consistent with non-collision cause of loss
The steps to take when the customer opts for a comprehensive cause of loss claim.

Finalize claim: Damage consistent with other cause of loss but customer pursues hit and run claim
The claims representative works with a customer who persists in pursuing a hit and run claim.

Finalize claim: damage consistent with other collision but not hit and run damage
The steps to take when the customer opts for a single collision claim.

Determine damage is consistent with cause of loss other than hit and run
When an estimator confirms damage is inconsistent with a hit and run, the handling claims representative reviews the estimate with the estimator, questions the customer and determines applicable coverage.

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.

Process payment application for hit and run claim
Process an application for payment for an unidentifedhit and run claim based on the DOL.

Process inconsistent vehicle damage for hit and run
The process of handling inconsistent vehicle damage for a hit and run claim.