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MQI- Risk Mgmt
| Question | Answer |
|---|---|
| What are Group 51 Risk Absolutes | Underwriting Vehicle Inspection Callbacks/Conversions Claims Writing Employee Driving/Safety |
| What are the two types of claims that affect Reserves? | Subro Bad Debt (uncollected money) Other Losses (DW Losses) |
| If a renter purchases CDW, know why it is important to get their insurance information? | In the event they hit someone else & do not have SLP In the event there is a contract violation |
| A renter is waiting to add CDW, what do they need to do? | They need to come into a branch for a vehicle inspection They need to re-initial to accept coverage |
| Someone was hit by our vehicle and we have not been notified, what are the steps? | Get all the third-party information Enter a VX Call the renter for more details and document in notes Find vehicle location & get to shop |
| Know 5 contract violations | Unauthorized driver Used to tow or push anything DUI Used in a race Used while committing a felony or criminal act |
| what do you do if a vehicle is stolen from your lot? | Talk to other employees in the branch Call Area Manager & Risk Manager Check for keys Check cameras (if available) Enter an NX Call police after permission has been granted |
| A police officer/detective comes into your office asking for info about a customer that he thinks is renting a car. what info can and cannot you give them? What about a copy of the SRA? | First, you must call the agency with whom the officer is employed to confirm their employment (even if they are standing there in uniform). verified employment, then verbally tell them anything If they want any paperwork, get a subpoena |
| what steps do you take if you find a gun or other dangerous implement? | Ask 1st critical question Do not touch the gun Move the vehicle to a secure location, out of public view Lock the car and secure the keys Contact local police department to retrieve the gun Contact Risk Management and Area Manager |
| What steps do you take to avoid a conversion? | Contact references Drive by Call Area Manager and Risk Manager Demand Letter sent out Skip Trace VX Send to PI |
| If you find a vehicle during a drive by, what do you do? | Utilize a local tow company to pick up the vehicle Employees should never take the vehicle themselves or confront the renter |
| Who’s permission do we need to report a vehicle stolen? | RVP must approve after reviewing with GM and Group Risk Manager |
| what are 2 things that help prevent conversions? | Proper underwriting Working callbacks |
| what is our Uninsured loss goal? | $7/car or top 10, whichever is lower |
| how do you lower uninsured losses? | Proper vehicle inspection Proper Underwriting Confront customer about new damage Drive safely Lock/secure vehicles Move vehicle to covered area during severe weather |
| what is our reserve goal ? | $47/car HC |
| What is the proper procedures to lower reserves? | Proper Vehicle Inspection Proper underwriting Confront renters about change in condition Get insurance information when renting Collect deductibles (if not disputed) Shopping vehicles immediately |
| What are some unlimited Liability situations? | Negligent entrustment Vehicle defect False arrest Weapon/dangerous item left in vehicle Employee accidents Lg Vans rented without an addendum Third party disclosure |
| What is our Bumper Policy? | We choose not to repair scratches/scrapes/scuffs damage to plastic, painted bumpers Damage must be documented by Lot Damage OX in launchpad with photos |
| what is our policy on service animals and other pets? what is the renter’s responsibility if damage occurs? | Permitted in the rental, no extra charge, non-service animals are allowed, and we do not charge extra for either, renters are responsible for any damage caused or detail needed by the vehicle |
| What do you do if a customer requests a wheelchair lift? | Advise that we do not rent vehicles with wheelchair lifts, but we refer our customers to A corporate recommended vendor which can be found on the HUB |
| What do you do if a customer requests a hand controls? (DISABILITY REQUEST) | Refer the customer to the Customer Care Center. (Know that You may not charge extra for use of this equipment) |
| Employee is injured on the job, what do you do? | Make sure they are OK Call for medical help if necessary Document the incident with an NX take photos of the area the employee was injured at. Contact Risk Management & Human Resources |
| what is required to get the most points for each section of ARQ? | Creating a claim Insurance Capture Repair Vending Police Report Information |
| what are some common reasons a renter disputes damages? what do you do if a renter disputes damages to a vehicle? | They Claim it already existed and claim the damage was not their fault (deer, hail, etc.) means we didn’t properly explain the customer’s responsibility for damage. Pend the claim and email #51AA disputes about the issue and why they're disputing. |
| What are some ways to lower reserves? | Confront customer about dmg get ins info collect ded proper underwriting shopping vehicle within 30days consistence vehicle inspections |
| If you have a theft from the lot, what do you do and who pays for it? | File a claim against the branch we pay $2,500 to uninsured losses then the rest is spread to the region *If negligence occurred- entire amount hits uninsured losses |
| If you need to file a claim against another branch what do you do? | email 51AA undoc approval with pictures, unit #, and description CC: arear manager |
| How do you pay for unpaid claims? | Reserves |
| what are the 4 categories for uninsured losses? | Employee loss undoc loss conversion lot damage |
| what is a branches deductible for rental not on rent? | $2,500/incident |
Created by:
ERAC
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