State farm auto external claim Resource Certification Exam

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

According to current State Farm guidelines, its ACCEPTABLE to specify aftermarket/non- oem Sheet metal ( Hoods, Fenders, Deck lids) on State Farm estimates

T or F

False

According to current State Farm guidelines, its ACCEPTABLE to specify aftermarket/ non- oem mechanical parts (radiators, exhaust, suspension components) on State Farm estimates.

T or F

True

According to current State Farm guidelines, its ACCEPTABLE to specify recycled sheet metal (hoods, fenders, deck lids) on State Farm estimates.

T or F

True

An insured's 2 year old dodge caravan with 14,000 miles involved in a flood loss resulting in damage to the transmission. The transmission is replaced with a recycled part. The original factory warranty is 6 years/ 60,000 miles. What is State Farms promise of customer satisfaction on the recycled transmission?

A.)As long as you own your vehicle

B.)One year

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.

4,7,8

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.

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

Generally Paint and material charges are calculated by:

A.)Hourly Rate

B.)Percentage of refinish time (Percent Multiplier)

C.)Pre-defined range of hours and rates (Paint table)

D.)A refinish materials calculator (RMC)

E.)None of the above

F.)All the above

F.)All the above

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