Insurance overview
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Insurance Overview. Introduction. The Insurance team is responsible for handling insurance CLAIMS: Total Loss Repairs (Physical Damage) GAP Credit Life. What should a Servicing associate do with an insurance call?.

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Insurance Overview

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Insurance Overview


Introduction

  • The Insurance team is responsible for handling insurance CLAIMS:

    Total Loss

    Repairs (Physical Damage)

    GAP

    Credit Life


What should a Servicing associate do with an insurance call?

  • The Servicing associate must process the PTIN (Potential Insurance activity code) to notify the Insurance team of the account.

  • After processing the PTIN activity code, if further information is needed, the call can be transferred to the Insurance Team via My Supervisor.


What is PTIN??

  • PTIN-Potential Insurance Activity Code.

  • It’s an activity code to flag an account when an insurance claim is involved.

    • Total Loss Claim

    • Repairs (Physical Damage)

  • The PTIN is a mirror queue, so once the PTIN activity code is processed the account will reside in 2 locations until the claim has been verified.

    • The original Servicing list

    • List 3091 PTIN-Potential Insurance Activity Code.


Needed Information for PTIN

  • Insurance Company Name

  • Insurance Phone Number

  • Insurance Contact

  • Insurance Claim Number

  • Insurance Policy Number

  • Unit Location (Company name, address & phone number)


PTIN Activity Code


Proof of Insurance

  • DO NOT transfer calls regarding Proof of Insurance to the Insurance Team OR advise the customer to fax the information to Account Services Unit.

  • Fax to Van Wagenen: 1- 855-889-6113

  • Toll Free Number: 1-800-562-6143

  • Hours of Operation are:

    Monday through Friday: 7 am – 9 pm CST

    Saturday: 7am - 4pm CST


Total Loss Claim-Common Questions

  • My insurance company advised me not to continue making payments or my vehicle is a total loss and I don’t have to make any more payments.

    • Customer must continue to make regular monthly payments until the Insurance check is posted.

  • I thought my insurance company is paying off the vehicle and why do I still have a balance left?

    • Insurance company is ONLY paying the Actual Cash Value (ACV) of the vehicle.

    • Customer is still responsible for deficiency balance if it’s not paid in full by insurance company (ies).


Total Loss Claim-Common Questions

  • Why is my account still being reported to credit bureaus?

    • Account will continue to be reported to credit bureaus until it’s paid in full.

  • I thought GAP was going to payoff my account.

    • Not all GAP policy is 100%.

    • GAP will not cover any:

      • Late Payments

      • Missed Payments

      • Deferments

      • Due Date Changes


Repair Claim - Common Questions

  • I received an insurance repair check from my insurance company, what do I need to do with it?

    • Endorse the check and forward the insurance company’s estimate and/or the body shop invoice :

      • to the following address:

        Santander Consumer USA

        Attn: Accounting

        5201 Rufe Snow Dr. Suite 400

        North Richland Hills, TX 76180-6036

      • Fax documents to:

        214-540-5692


Repair Claim-Common Questions

  • Are you going to endorse the check and send it back to me right away?

    • NO: SCUSA will not endorse the insurance check and/or mail it to body shop UNTIL proof of repairs is provided.

  • Can the repair check be applied as regular payments.

    • NO

    • All insurance proceeds will be applied towards principal balance only.


Repair Claim-Common Questions

  • How long does it take for the shop to be paid?

    • It all depends on the promptness of the customer/repair shop.

  • How long does it take to get my insurance proceed back to body shop?

    • As soon as the Repair associate receives all documentation they can have the repair check endorsed and sent via UPS overnight delivery the same day

  • Can I bring up check to SCUSA to get it endorsed?

    • NO, for security purposes that’s not allowed.


Repair Claim-Common Questions

  • Do I need to continue making payments?

    • YES: The account will continue to report to the credit bureau as normal.

    • Collection activity will resume as normal to reduce delinquency.

    • In most cases, the check will not be released if the account is past due.


Insurance Contacts

  • Insurance Managers

    • Carlo Tolentino

      • 817-605-5372

    • Claudia Flanagan

      • 817-605-4830

    • Sandra Kay Kirkpatrick

      • 817-605-4932

  • Insurance Numbers

    • 1-800-215-6922 option 2

    • Extension= 8164

  • Email

    • @Loss Mit: Total Loss/Repairs/Gap

  • Fax

    • Total Loss = 214-540-5553

    • Repairs = 214-540-5692


If there is any doubt whether or not an account has or is an insurance claim, please transfer the call to the

Insurance Department!

Thank you!

Insurance Department


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