a day in the life of an auto relocation claims specialist presented by michelle murray, quality care...

A Day in the Life of an Auto Relocation Claims Specialist

Presented by Michelle Murray, Quality Care Manager, Reindeer Auto Relocation

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Five and Six Car Haulers

Types of Car Carriers

Enclosed Car Carriers

This car hauler did exist at one time, but doesn’t anymore.

Typical issues

• Car arrives with dirty interior or exterior• Antenna missing• Windshield chip or crack• Paint chips• Mechanical issues• Dents• Scratches

The RAR Process

• Make initial call to customer within 4 hours of damage notification

• Claim form sent to customer• Receive completed claim form• Assign Auto Damage Appraiser (ADA)• Receive ADA report • Offer letter sent to customer with release/denial sent

– Cash out– Pay body shop directly

• Receive signed release• Issue check

Inspection Reports

Pickup and delivery reports help determine what damage is pre-existing and what occurred during transport. They also help pinpoint when the damage occurred along the route and which carrier is responsible.

Reasons for Denial

• Paint chips and windshield chips or cracks from road debris are unavoidable on an open carrier. This type of damage is possible during normal, everyday driving.

• Damage is marked as pre-existing on origin inspection.• Damage is not marked on delivery inspection and reported

more than 24 hours after delivery.• Damage is mechanical in nature and cannot be determined to

be transit related by a mechanic or technician.• Damage is to the undercarriage or interior of a vehicle, which is

not inspected by the drivers.• Pre-existing damage (windshield chip) made larger by transport.

Things to Remember

• Transferees should perform detailed inspections with the driver at pick up and delivery, and make a note of any exceptions.

• Claims for new damages not noted on delivery paperwork must be reported within 24 hours of delivery.