Auto Adjuster's Playbook

Auto Adjuster’s Playbook Step by Step Field Guide to Writing Auto Damage Estimates as an Independent Adjuster or Auto Damage Appraiser by Chris Stanley Cover by Shane Mikus 1 Contents Introduction ...........................................................5 Part 1: The Process ................................................ 10 Receive the Assignment ................................... 12 Scheduling a Day’s Work .................................. 25 Schedule an Appointment ................................. 34 Inspection Conversation .................................... 43 Taking Photos ................................................... 47 Scoping the Damage ......................................... 59 Writing the Estimate .......................................... 64 Uploading the Claim .......................................... 75 Completing a Supplement ................................. 84 Part 2: The Parts ..................................................... 92 Parts on the Front of the Vehicle ....................... 92 Parts on the Side of the Vehicle ........................ 99 Parts on the Rear of the Vehicle ..................... 104 Parts on the Interior of the Vehicle .................. 108 Inner Structure Parts of the Vehicle ................ 111 Parts That are Involved with Cooling the Car .. 117 Part 3: The Playbook ............................................ 121 The Playbook: Assignments ............................ 123 Appraiser Pay (Appraisal Rates and Fee Schedule) ........................................................ 124 Zip Codes and Coverage Area ........................ 130 2 Getting Work – The Auto Adjuster’s Path ........ 134 Guidelines ....................................................... 141 Status Your Files ............................................. 147 The Playbook: Schedule .................................. 153 Scheduling a Day’s Work ................................ 154 Inspecting at Shops, Tow and Salvage Yards . 163 How to Complete a Cold Call or Photos Only Inspection ........................................................ 172 The Playbook: Inspect ...................................... 178 Taking Photos ................................................. 179 Repair Operations ........................................... 191 Scoping the Damage ....................................... 206 Replacement Part Types ................................. 211 Repair Hours Guide – How to Determine Repair Hours .............................................................. 215 Repair vs. Replace .......................................... 226 Blend Guidelines ............................................. 232 Auto Damage Appraiser Inspection Guide ...... 236 The Playbook: Damages .................................. 250 Front End Damage .......................................... 251 Rear End Damage .......................................... 256 Side or T-Bone Damage ................................. 263 Cooling Damage ............................................. 267 Frame Damage ............................................... 272 3 Air Bag Deployed ............................................ 276 Glass Damage ................................................ 282 Flood Damage................................................. 285 Hail Damage ................................................... 295 Tire, Rim, and Suspension Damage ............... 303 The Playbook: Total Loss ................................ 314 Total Loss Process .......................................... 315 Unrelated (UPD) and Related Prior Damage .. 319 Total Loss Forms ............................................ 325 CCC & AutoSource Valuation Forms .............. 326 Vehicle Options Definitions ............................. 332 Nada Value & Guide ....................................... 333 Getting 3 Comparable, Retail, or Auto Trader Ads ........................................................................ 340 Salvage Bids ................................................... 345 The Playbook: Supplement .............................. 347 Completing a Supplement ............................... 348 4 Introduction Writing auto damage estimates can unlock new careers, freeing lifestyles, and earning potential that many people dream of but few ever have the chance to achieve. Before learning to work insurance claims, for my entire “adult” life, I worked as a regular employee at a Target store and later at a Walmart Distribution center. When my father-in-law presented me with the opportunity to shadow him to learn the insurance claims business, I nearly balked and walked away… I had never changed my own oil, didn’t know a thing about cars, and had no vision for the future. Thankfully, I decided to change my shift at work and 5 learn how to be an auto damage appraiser. I didn’t know what that meant, but after six months of training, my father in law turned me loose on my own insurance claims, and now 11 years later, I look back and marvel at the journey I have had. I’ve traveled the country, worked with companies like State Farm, USAA, numerous hail repair companies, and amazing individuals at body shops. I’ve worked with IA (independent adjuster) Firms, and other adjusters who can be found all over, from Florida up to New York, over to Colorado and most places in between. Through the training and mentorship I received from my father-in-law, my life was given a breath of fresh air, and here eleven years later, I want to pass it on. My mentor was a painter, body man, and then a body shop manager before becoming an IA. I still call him to this day, and although I won’t give you his phone number, I want to give you what he taught me, plus what I’ve learned over the years in this business. This book is designed to be your MANUAL for writing auto damage claims as an adjuster or auto damage appraiser. The guidelines and protocols I outline in this book should not be a prison for you, but rather this book serves as a baseline of knowledge given by a mentor. YOU are the adjuster and you ultimately make the final call in your specific scenario. Use the 6 information here to help you make a more educated decision. I’ve done my best to not only write my best practices, guidelines, suggestions, and processes, but I have also sought the advice of various people in the business, auto body specialists and professionals from all walks of the industry, to bring you widely accepted “best practices”. Carrier and IA Firm guidelines you receive will ALWAYS trump the advice given here, but when you find yourself staring at a car, assignment, or screen and are unsure of what to do, just know, you have a book built upon the experience of industry experts here to help you. This book is NOT a replacement for training, but a primer for someone who is new or a quick refresher to help you in a pinch. When you feel you need to phone a friend, I hope you’ll consider this book your go-to resource. If you can’t find the answer in this book, I hope that you’ll head over to the IA Path Community, tapping into the massive amount of resources and people that are there to help you on your journey. If you desire to be an independent adjuster or auto damage appraiser, THIS ENTIRE BOOK IS FOR YOU! 7 To organize the information you need, I have broken the book into 3 primary sections, the Process, the Parts, and the Playbook. Part 1: The Process Here you will learn about the process of being an independent auto damage adjuster or appraiser. You will start at the very beginning, walk you through receiving your first assignment, and continue with you you through the entire claim, including how to handle supplements. Part 2: The Parts This is where you will get a breakdown of the major components of vehicles, their names, best practices, standard operations, and/or prices for each part. This will be a great reference when standing at the vehicle wondering what something is called or how to write notes about it. Part 3: The Playbook I know that you will face many situations that you will want to ask questions about, the playbook is designed to give you a fighting chance with common situations. Here you will find portions of some chapters from previous parts of the book pulled out for quick reference, plus specific scenario chapters to make your claim estimating career easier. 8 This book does NOT cover how to get the first claim or how to get started in this industry. If you need help learning about how to get started as an independent adjuster or auto damage appraiser, you can check out my book the Independent Adjuster’s Playbook. If you are trying to get IA Firms to hire you and wondering how to get more work as an IA, I’d recommend you check out a book I co-wrote with Kagan Blackburn called the Networking Adjuster’s Playbook. Now, are you ready to learn how to estimate auto body damage? Are you ready to walk with confidence in your new career? Then let’s dive into the Auto Adjuster’s Playbook. All forms, templates, and guides discussed in this book can be found and downloaded at IAPath.com/auto-downloads/ 9 Part 1: The Process In this section of the book, we are going to cover the process of handling an auto claim. As an auto damage appraiser or field adjuster the process begins by receiving the assignment and ends with handling a supplement. Let’s GO! 10 Get the Guides! I will be referencing various guides I’ve created throughout this book. You can get your free copy of all guides and forms listed in this book by heading to AutoAdjustersPlaybook.com/guides/ 11 Receive the

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