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State farm auto external claim Resource
Certification Exam Graded A
You're preparing an estimate on a customer's vehicle that requires refinishing of the hood and right front fender only. The hood is the first panel listed on the estimate. According to most Collision Estimating Guides, would refinish overlap be applicable on the hood? Choose the most correct statement. Select the single best answer:
A. Overlap would not be applicable on the hood refinish time as it's the first major panel. A refinish overlap deduction would be applicable to the fender refinish time as it's an adjacent major panel.
B. A refinish overlap deduction would be applicable to the hood refinish time as it's the first major panel. A refinish overlap deduction would also be applicable to the fender refinish time as it's an adjacent major panel.
C. Overlap would not be applicable to the hood refinish time or to the fender refinish time as
they are not defined as major panel. ✔✔B.)A refinish overlap deduction would be applicable to
the hood refinish time as it's the first major panel. A refinish overlap deduction would also be applicable to the fender refinish time as it's an adjacent major pane
When estimating vehicle damage, if its determined a repair operation is necessary, you should include a separate line item allowance on your estimate.
T or F ✔✔True
State Farm customers can have their vehicles repaired at the repair facility of their choice.
T or F ✔✔True
According to State Farm Guidelines, would betterment potentially apply when refinishing a complete vehicle?
Yes or No ✔✔Yes
The prices State Farm pays for most repair operations is determined from:
A.)Printed or Electronic price guide B.)Repair facility survey results C.)Judgement Time D.)All of the above
E.)Only A and C ✔✔All of the above
C.)The length of time the OEM would have warranted its new replacement transmission or the remainder of the automobile manufacture's warranty- Whichever is longer D.)At least one year or for the duration of the existing manufacturer's warranty
E.)Limited lifetime warranty ✔✔The length of time the OEM would have warranted its new
replacement transmission or the remainder of the automobile manufacture's warranty- Whichever is longer
What is State Farms promise of customer satisfaction on recycled sheet metal?
A.)For as long as your own your vehicle B.)One year C.)For at least as long as the OEM would have warranted its new replacement part. D.)For at least one year or the duration of the existing manufactures warranty.
E.)Limited lifetime warranty ✔✔For as long as your own your vehicle
Which 3 procedures must be followed each time a State Farm estimate is written using aftermarket/non-oem parts?
1.Claim file log notes documenting the parts use 2.Estimator Fact documented with part type 3.Red Stamp the original copy of the estimate and file copy 4.Attach the non-OEM equipment replacement part information form to the estimate that is given to the vehicle owner
5.Obtain prior approval from the owner 6.Print disclosure on the bottom of the estimate 7.Explain the use of other than new OEM parts to the vehicle owner 8.Give the customer the Non-Original equipment and recycled parts, State farms promise to you
brochure. ✔✔4,7,
On most vehicles, would "restore corrosion protection" be an acceptable line item allowance on an estimate requiring ONLY the replacement of the outer roof panel?
Yes or No ✔✔No over all regardless of needed or not
When preparing an estimate on a customer vehicle, you note the refinish time (computer generated) for the hood is 3.8 hours. You feel this is excessive. Per State Farm guidelines, its acceptable to adjust this time.
T or F ✔✔False
You're preparing an estimate on a customer's vehicle that requires refinishing of the hood and right front fender only. The hood is the first panel listed on the estimate. According to most collision estimating guides, would refinish overlap the applicable on the hood? Choose the most correct statement.
Generally State Farm select service repair program is not used in the handling of catastrophe claims.
T or F ✔✔True
A "Y" in the prior damage indicator portion of the estimator fact sheet indicates damage may exist from a prior loss.
T or F ✔✔True
If you receive a claim involving a coverage issue, you will need to resolve the issue within 24 hours.
T or F ✔✔False need to resolve asap not 12 or 24 hours
The coverage symbol "D100" indicates comprehensive coverage with a $100 deductible
T or F ✔✔True
The term "loss" indicates damage to equipment, regardless whether it's used commonly in the vehicle or not.
T or F ✔✔F - Only refers to equipment commonly used in vehicle
While handling a claim, you're approached by a TV reporter who request an interview. You should:
A.)Agree to the interview and politely answer any questions to the best of your ability B.)Decline the interview and inform the reporter that State Farm doesn't grant interview requests. C.)Be polite and direct the reporter to your assigned State Farm supervisor who will provide guidance on how to proceed
D.) Direct the reporter to the States Department of insurance ✔✔C.)Be polite and direct the
reporter to your assigned State Farm supervisor who will provide guidance on how to proceed
