Adjuster Console

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Common questions

And Their Answers or Where to Find Them.

⧫ Where can I find tracking information?

⧫ Am I supposed to open a claim or can this end in interaction?

⧫ Only some of the authorized repairs are going to be completed.
How do I make the estimate match the invoice?

⧫ I have a CH on the phone and they don't want to pay OOPC.
They want to get the work done at another repair facility.
Where do I send them?

⧫ The Repair Facility is saying they didn't get paid.
It shows they were paid in our system.
How can I help?

Note the claim number.
Go to the Parts Authority home tab.
Click 'Track Orders and Invoices'.
Select the 'P.O. Number' search option
Input the claim number into the search box and click 'Search'.
Click on the order number.
This will show relevant info such as the tracking number, address shipped to, etc.
Clicking on the tracking number will show you current shipment status.

You MUST open a claim if:

The part has coverage.
There is a mileage issue. Negative mileage, for example.
There is a VIN issue.

A claim doesn't need to be opened if:

The part is PNLC unless VIN or mileage
issues need to be addressed
The CH vehicle is not at the RF.
The RF doesn't have a verified failure.

Even if the claim will be denied, one must be opened if the part is listed.

Even if the part is not listed, an open claim is needed to correct mileage or VIN issues.

Reauthorize the claim using the 'Reauthorize' button in the actions tab of CMS.
Go to the estimate in CMS and lock the claim.
Open the authorized section of the estimate and find the items that are no longed needed.
Select the checkbox next to each of those items.
Click 'Modify Claim Item'.
For part line items, set the Repair Facility, AAS, and Authorized prices to $0.00.
For labor line items, set the Repair Facility, AAS, and Authorized labor hours to 0.0.
Click 'Save' in the bottom right corner when finished with each item.

IMPORTANT - Do NOT change any PART line item to a QUANTITY of 0.

There are 2 things the CH will need. The first is a list of Repair facilities that work with us:

The CH will go to americanautoshield.com
At the TOP of the home page, just to the right of center, is a button labelled 'Claims'.
When they click on that, there is a drop-down menu with a link to 'Find a preferred repair facility'.
That link will take them to the PRF page where they can find a list of repair facilities.

The second is 2 questions:

Do you use Mitchell ProDemand?
Do you allow parts to be shipped in?

The CH will call Repair Facilities and ask them those questions.
A repair facility that uses ProDemand and allows us to ship parts is most likely to have no OOPC.

PepBoys as a national chain uses Mitchell and, generally, allows parts to be shipped in.

'Paid' status in CMS just means that the card was sent
It does not indicate if any money was actually dispersed.
In order to resolve the issue:

Verify the payment information on file and fix any errors.
Notate the claim stating the situation and that you verified payment info.
Note the claim number, Contract Holder name, and RF payment information.
To verify whether or not payment has been released and to release a secondary payment,
contact Payments.
Call the payments line, explain the situation and provide any requested information
Payments will inform you if the card was ran or release payment if it hasn't.
Inform the RF of the outcome.

Mileage Discrepancies

Is the contract a Term contract or a Month-to-Month Contract? Term
M2M

Is the vehicle over 90 days in coverage? Yes
No

What kind of mileage discrepancy is being reviewed?
Negative Mileage
Proven Inaccurate Start Mileage
Mileage Unknown/Rollback/Inop ODO
High Mileage Per Day

Does the contract have the Commercial or Ride Share surcharge? Yes
No

Contact the customer and ask about usage for potential Commercial/Rideshare use.
Did the customer admit to commercial or Ride Share use? Yes
No

Proceed with the claim as normal.
Do not send to Client Relations.

Task to Client Relations to review.
Refer to the Tasking Client Relations Job Aid.

How to Proceed with a Mileage Calculation

Verify the breakdown mileage with the Repair Facility.
If the Repair Facility has any records the fit the required criteria, request them.
If the Repair Facility doesn't have a record available to be used immediately, request verifiable records from the customer.
If none are available or they are uncooperative, a CARFAX report may be used.
Records should be as close to date of sale as possible

No older than 12 months prior to date of sale.
Must be prior to date of sale

Perform a mileage calculation using the AAS SOP available in the Knowledge Base.

Parts Pricing - PA and Sourcing

Is the Repair Facility part OEM or AM? AM
OEM

Is the MSRP over $250.00? Yes
No

Is the Repair Facility charging more than OEM MSRP? Yes
No

If the Repair Facility won't match, is shipping an option? Yes
No

PA Sourcing

Enter the CH VIN into PA
If the RF is using OEM, search using the OEM part number
If the RF is using AM, seach using the part name

Filter results to show only BETTER or above Quality Rating.
Sort by clicking 'price' near the top-right of the screen.

First option will be any results that have an OES or OEM tag.
If there are no parts with an OEM or OES tag, filter results to
show only BEST or above Quality Rating.

Remember:
Sort by price again after changing any filter options.
We can only use pricing from parts that are in stock.
If RF is using OEM and there are no options searching by
the OEM part number, search again using part name

Does PA have options? Yes
No

In House Sourcing

First, key in the MCE part from PA and source using the 'Parts Authority' button in CMS.

AM - Obtain the OEM part number from ProDemand, PA, or Forte.
Key in another instance of the part using the OEM PN as the RF part number.
OEM and AM - Go to the estimate page and select the part.
Click the 'Source Parts' button

On the Estimate Adjudication page, click the down arrow next to the sourced part.
Select 'Choose Source'.
On the right side, the column listed under 'Total' will show the total cost of each source.

MCE is the best pricing available from all vendors.
If MCE is over $1000.00, allow 2 hours for sourcing to complete.
If there are no PA options and nothing returns from in house, auth MSRP.

Before shippping or calling the CH for OOPC, always give the RF a chance to match

Do Not Order These Parts From PA

Engine and Internals

Rocker Arm
Camshaft
Crankshaft
Lifter
Balance Shaft
Piston
Valve Spring
Push Rod
Cylinder Head
Cam Rocker
Block
Oil Pump
Timing Components

Transmission and Other DriveTrain

Torque Converter
Valve Body
Shift Solenoid
4x4 Switch
Clutch
Gears
Shafts
Differentials
Transfer Case (Including Internals)
ISM (Shift Module on Certain Transmissions)

General

Turbocharger
Harmonic Balancer
Radiators that begin with "OR"
LCD Screens and Radios
Drive Shafts
Power Steering Racks

Common Diagnostic Times

Air Conditioning

Evac and Recharge: 1.4
Partial Recharge: .6
Dye Test: .6
Pressure Test: .3
Sniffer Test: .6
Blend Door Actuator Test: .3

Electrical

Electrical Test: .3
Code Pull: .3
With Live Data Monitoring: add .2
Electronics Reset: .3
Wire Repair: .2 per wire, Max 2 hours
Alternator Diag: .6
Pin Point Test: .4

Fuel

Fuel Pressure Test: .5
Injector Node Test: .5
Drain and Fill Fuel Tank: .5

Cooling

Pressure Test: .4
Flush: .5 - .7
Radiator Drain and Flush: 1.4

Misc

Smoke Test - Emissions: .6
Chassis Ears Noise Isolation: .3
Vacuum Test 4WD actuators: .5
Bleeding Lines: .7
Dye Test for Engine: .5 - 1
Cleaning: .2 - .4 if covered by contract

Additional Info

Coolant flushes after water pump replacement are to be used only if there is contamination in the system from a covered failure.

Anything that is part of the R/R procedure cannot be counted towards diag as it is considered overlap.

Always check ProDemand FIRST.

	Date	Mileage	ī
Service
Inception
Record
Record
Record
Record
Record
Record

ī = Record to use for Inception calc.

Select Options...

Check for Issues
Inception Estimate
Format for Note

Parts Resolution

What Qualifies as a Parts Resolution?

The wrong part was ordered or delivered.
The part was delivered broken/inoperable
The part has failed after install but within 30 days of repair
The part has failed after 30 days but within warranty period
(typically within 12 months/12,000 miles of repair)
The part was not installed and is no longer required

How is a Parts Resolution Done?

Note the RF contact name, mileage, labor rate, and labor time for the part.
Select the 'Parts' tab in CMS and click 'Parts Ordered'.
Click the checkbox next to the part. Select 'Parts Resolution'.
Select the repair facility and click 'Next'.
Select the repair facility contact.
Enter the mileage, labor rate and hours, if the part was installed, and the case reason.
Select that you have notified the RF about contact time.
Enter a detailed description of why the part was wrong or how it failed.
Be as specific as possible, especially for incorrect parts.
Click 'Next' then 'Finish'
Upload anything the RF sent in to documents.
Notate the claim

Tesla

When a repair facility calls in a Tesla claim, start an interaction and take note of the following information:

Contract Number
Interaction Number
Contract Holder's Name
Repair Facility Name
Repair Facility Phone Number
Repair Facility E-mail Address
Repair Facility Contact Name
Failed Component(s)

E-mail this information to Jude.Deangelis@americanautoshield.com
Advise the Repair Facility that the team that handles Tesla claims will reach out with-in 24 hours.

Do Not Use vs STOP-NO CLAIMS ALLOWED

Shops that have Do Not Use in the RF name are just duplicate accounts.
The Do Not Use is in reference to that profile. The RF will have another
without the Do Not Use tag.

However, if you see STOP-NO CLAIMS ALLOWED, do not start a new claim.
Inform the RF that you need to review coverage and will call them back.

Call the CH and inform them that we are unable to open new claims with their RF.
Apologize for the inconvenience, and help them with finding a new RF and towing.
If the CH escalates, transfer the call to the Escalation team for handling.

Do not share any details or speculation about the RF to the CH or anyone from the RF.

Document all actions taken in the notes.

2790

Don't let the big red banner scare you off.

A transfer to 2790 is only required in order to start a new claim.
If they already have a claim, read the notes.

The notes will indicate if any adjuster can continue the claim or if
you should task the assigned ADJ with updates or actions needed.

And of course, if you are not sure of what steps you should take, reach out to your TL.

Is It PT?

What Qualifies for PowerTrain Transfer:

Internal Engine Damage
Transfer Cases
Front and Rear Differentials
Internal Transmission Failures
Turbo - ONLY if failure results in internal engine damage.
Timing Chains/Belts - All timing chains go to PT

What does NOT qualify for PowerTrain Transfer:

Fuel injectors
Turbos - with no damage to engine
Engine oil leaks with no engine damage
Transmission leaks with no transmission damage
Drive Shafts/Axles
Electrical concerns
Engine Cooling Concerns
A/C Concerns

MBI Claims

Important

Do NOT request any disassembly or teardown unless notated to do so in the claim.
Do NOT disclose any information about coverage.

If a Repair Facility calls in and the contract is an MBI variant,
do not disclose any information about coverage whatsoever.
Do not bother pulling the contract to check or verify.

Open a claim following standard SOP and your normal process.
The difference is that you will key in and verify parts and labor
on all items regardless of coverage.

Once all items are keyed in and verified, click the Assign to MBI
button in the actions tab of CMS. Once it has reassigned to an MBI
adjuster, task that adjuster. Tell the Repair Facility that the claim is under
review and that an adjuster will reach out to them within 24 hours.

General Operation Principals

The cooling system prevents the engine from overheating by absorbing heat generated from combustion and releasing it into the atmosphere through the radiator.
The main components are the water pump, radiator, thermostat, and cooling fans.
The water pump circulates the coolant through the system.
The radiator spreads the coolant out over a large area to allow more heat to escape.
The fans pull cool air through the radiator allowing heat to escape more efficiently.
The thermostat opens and closes to block or allow coolant through the radiator to be cooled keeping the engine at it's optimum temperature.

Cooling

Fluids: Level, Condition, Contamination?
Was a pressure test completed? Where is the leak?
Any codes stored? List and define.
Any freeze frame data available? Date/Mileage?
Did the vehicle overheat? Any further damage?
Any previous engine repairs?
Any signs of impact damage or corrosion as the COF?
What is the root cause of overheating?

General Operation Principals

The Turbo uses exhaust gas to compress the air going to the intake allowing for more fuel to be used, creating more power.
The exhaust gases produced by combustion are routed to a turbine connected to a compressor making it spin.
The compressed air is cooled before being sent to the engine.
Compressed air has a higher density of oxygen which allows more fuel to be burnt which increases power output.
When there is more boost available than the engine needs, the wastegate opens to vent the uneeded boost pressure.

Turbo

Any codes stored? List and define.
Any freeze frame data available? Date/Mileage?
Any noise, smoke, etc?
Any play in the turbo shaft?
Wastegate and actuator operating properly?
Any previous engine repairs?
Oil or coolant leaks from turbo?

General Operation Principals

The battery is used to power the starter while the vehicle is not running.
While the engine is running, the alternator produces approximately 13.6 volts.
That voltage is what recharges the battery and provides power to all electrical components of the vehicle.
For any electrical component to operate, there must be voltage supplied (+) and a path for that voltage to return (-).

Electrical ./imgBackup/Diag/ElectricalImg.PNG

Is there a check engine light or other warning lights?
Any codes stored? List and define.
Alternator/Battery test results?
Verified power and ground?
Any other circuit/pinpoint tests?
Any other potential causes tested?
Fluid intrusion/corrosion/damaged wires?

General Operation Principals

When the ignition is in the 'on' position, a signal is sent to run the fuel pump.
The pump pulls fuel from the tank, which passes through a filter on it's way to the pressure regulator.
The regulator provides consistant fuel pressure to the fuel rail.
The fuel rail supplies fuel to the injectors.
Control modules regulate the operation of the components.

Fuel

Is there fuel in the vehicle? Has fuel filter been serviced?
Power and ground to pump?
Fuel pressure test results?
Any codes stored? List and define.
Fuel pressure at fuel rail - Actual/Spec?
Is the injector stuck open, clogged or not functioning?
Any other testing performed?

General Operation Principals

The steering wheel rotates a shaft which has a gear on the end called the pinion.
The rotational motion of the shaft is converted to transverse motion by meshing with a second gear called the rack.
The rack has a hydrualic piston with fluid supply lines on either side.
When the rack is moving in either direction, fluid is pumped into the opposite side of the piston.
The fluid pushes the piston in the desired direction using the pressure provided by the power steering pump.
The ends of the rack are connected to the steering knuckles via the inner and outer tie rod ends.

Steering

Any noises while turning, if so describe?
What is condition of tie rods, if damaged describe?
Power steering fluid level?
Any power steering leaks?
Any codes stored? List and define.
Any other testing performed?
Any signs of impact damage?

General Operation Principals

Vehicle suspension systems have many variations but serve the same purpose.
The steering knuckle attaches to the frame and steering mechanism via control arms and tie rods. It, also, houses the hub assembly.
Shocks will use either air or hydraulics to dampen the vibrations in the road.
The sway bar is a torsion spring that resists twisting and levels the vehicle during turns.
Ball joints bewteen the knuckle and control arm provide the flexability for movement.
Control arm bushings do the same for the other end of the control arm at the frame.

Suspension ./imgBackup/Diag/SuspensionImg.PNG

Any suspension noises, if so describe?
Any signs of impact damage?
Signs of rust or corrosion as COF?
Any play in suspension components?
Are bushings worn, torn, cracked or dry rotted?
Diag type: test drive, visual inspection, leverage?

General Operation Principals

The 4 processes in A/C: compression, condensation, expansion, and evaporation.
The A/C compressor compresses incoming gas refrigerant increasing it's temperature and pressure.
The compressed gas travels to the condenser where heat is released and the gas is condensed to liquid form.
The high pressure liquid refrigerant is passed through a drier before arriving at the expansion device.
The expansion device is a restriction that controls flow in to a line of larger volume initiating the low pressure side, cooling the liquid even more.
The cool, low pressure liquid boils, becoming a gas in the evaporator as it absorbs heat from the cabin.
It returns to the compressor to complete the cycle.

Air Conditioning ./imgBackup/Diag/ACImg.PNG

What is the ambient temperature/vent temperature?
Is there any refrigerant in the system?
How much refrigerant was recovered? What is the system spec?
Is the A/C compressor clutch activating?
What are the H/L side pressures? Are they out of range?
Was a leak test performed?
If leaking, where from? Any further damage?
Contamination in system? If so, send photos.

General Operation Principals

For an engine to operate properly, the components must operate at the proper time.
The relationship between the bottom end and valvetrain is maintained using a timing chain (or belt).
The timing chain tensioner keeps the chain tight so it doesn't skip teeth or come off.
The timing chain guides provide some additional tension and keep the chain from fluttering.
The timing chain can also be responsible for turning the water pump.

Timing

Any codes stored? List and define.
Any freeze frame data available? Date/Mileage?
Does the vehicle have a timing chain or belt?
If a belt was there maintenance performed at correct mileage?
Was there any damage to the engine from this failure?
Are there any noises from the chain or belt area?
Any previous engine repairs?
What is the COF?

Help

General Input

The text area in the upper left is for Repair Facility contact info.
The 'Payment' line is for the email or fax used for payment
'Distance' and 'Time' are Miles and Days in coverage.
The bolded words can be clicked to copy that line.
Clicking 'Payment' would copy the payment method, for example.

Side Navigation Menu

Clicking the hamburger icon will open the Side Navigation menu.
All of the items in the program can accessed through the menu.
The headers can be clicked to get to the general area of that tool.
Click anywhere to close the menu.

SOP Collection

Clicking 'Browse SOPs' will pull up all available SOPs.
Clicking an SOP name will display that SOP.
Click the 'Close' button in the top right to exit the SOP window.
Clicking anywhere will close the SOP menu.

Intake Section:

The section which includes 'Add Box', 'Clear', 'Next', 'Part', 'Labor', and 'Diag' buttons along with the 'Part Name', 'Part Number', 'RF Price', and 'OEM MSRP' text boxes is the 'Intake' section.
The failed component goes in the 'Part Name' box
The repair facility part number and price go in the associated boxes.
For additional components, click 'Add Box'.
For aftermarket parts, leave the 'MSRP' box blank.
After entering the info, click 'Part' to send an aftermarket template to the text area.
Filling out the 'MSRP' box will send a completed OEM template.
If the MSRP is over $250.00, the aftermarket sourcing template will be added on to the OEM template.
'Labor' and 'Diag' will send their respective templates to the text area.
Clicking 'Next' will shift all additional parts boxes down, clear the template, insert the next part into the primary part box and remove the unused part box.
Clicking 'Clear' will reset the 'Part Name', 'Part Number', and both price boxes, but not the other part boxes. This is useful when entering gaskets or other related parts that are required but not main failures.

Parts and Labor:

The other parts and labor buttons to the right of the lower text area the the same templates with a few additional
'Evac and Recharge' and 'Align' send a labor template for those operations.
The 'Bulk Fluid' button will send a blank bulk fluid template to the text area
If you are not sure of the price of the fluids, click the '$' sign to display the current fluid pricing sheet. Click it again to close.
'Copy P&L' will copy the entire text area and send it to the clipboard.
'Reset' will clear all templates, close all windows, and reset the whole program to starting position.

Metrics Dashboard

PT Transfer

Common questions

Mileage Discrepancies

Parts Pricing - PA and Sourcing

Do Not Order These Parts From PA

Common Diagnostic Times

Parts Resolution

Tesla

Do Not Use vs STOP-NO CLAIMS ALLOWED

2790

Is It PT?

MBI Claims

CH Statement

Transmission Authorization

Button Maker:

Help

General Input

Side Navigation Menu

SOP Collection

Intake Section:

Parts and Labor:

Authorization:

Status Note:

PT Transfer:

CH Statement:

Dynamic Note Creation:

Straight to Clipboard Notes:

Appearance

Policy:

Tools:

Quick Answers:

Mileage Discrepancy:

Parts Pricing:

Diagnostic:

Tracker Tool

Check for Issues

Inception Estimate

Format for Note

All information is per SOP guidelines.

Right-Click Menu:

New Buttons:

Display, Content, Size, and Position:

Toggle list

Master Reset:

Storage: