Liberty Mutual Guaranteed Repair Network (GRN) Payment Status & Procedures for CCC Users Only

Transcription

1 Liberty Mutual Guaranteed Repair Network (GRN) Payment Status & Procedures for CCC Users Only Introduction Liberty Mutual uses a single payment workflow to pay their Guaranteed Repair Network (GRN) claims. In order to process payment successfully, the GRN Shop must add specific Predefined Events to their Liberty Mutual CCC ONE claims. Shops must also follow a specific set of procedures in order to ensure prompt and accurate payment. This document provides instructions on how to add the Liberty Mutual required Predefined Events and describes the payment procedures that should be followed when working on GRN claims. Contents Topic Job Aid: How to Select Payment Status in Liberty Mutual CCC ONE GRN Estimates See Page 2 Job Aid: Guaranteed Repair Network Payment Procedures 6 1

2 Job Aid: How to Select Payment Status in Liberty Mutual CCC ONE GRN Estimates Introduction This job aid reviews the steps necessary to select the payment status in CCC ONE Liberty Mutual Guaranteed Repair Network (GRN) claims. By using these payment events in CCC ONE, it will ensure accurate and quick delivery of payment. If these events are not selected from CCC ONE, it could result in a delay of payment. Important! Events should be entered as they occur. Events The following list is all of the Events you will need to add in Sequence. The next section describes when to add each. Procedure Note: This Event is REQUIRED to lock the GRN Estimate. Use the following steps to select Payment Status for GRN claims: 1 Open the GRN Workfile and navigate to the Event Tab. 2 On the History sub tab, click on New Event. Important! For Workflow users: You must enter the Initial Customer Contact event BEFORE Convert to RO on the Repair Plan. 3 Select Initial Customer Contact (Sequence 1) from the Event drop list. 2

3 Job Aid: How to Select Payment Status in Liberty Mutual CCC ONE GRN Estimates, Continued Procedure, continued 4 Select Appraisal Appointment Date/Time (Sequence 2) from the Event drop list. 5 Next, if the Repair is captured, then select the Repair Captured (Sequence 3) Event. If the Repair is NOT captured, select Repair Not Captured (No Sequence). Stop here with event creation unless the Repair is captured later. Important! You may see duplicate Sequence #s. Always use the Events listed here with the identified Sequence #s, in this order. 6 For Captured Repairs, create Event 4: Drop Off Date when the Vehicle is dropped off with the correct Date and Time. Important! You must enter the Payment Status events when they occur. Do not enter events in advance. 7 Next, create Event 5: Repair Work Started with the correct date/time to document when the work was started. 3

4 Job Aid: How to Select Payment Status in Liberty Mutual CCC ONE GRN Estimates, Continued Procedure, continued 8 Next, create Event 6: Promise Date with appropriate dates/times. 9 Next, create Event 7: Repair Work Completed to document when the work was completed. Important! Please lock your final supplement prior to completing the Final Bill Indicator event. This ensures payment is made on the most current repair cost. 10 Next, create Event 8: Pickup/Return Date with the actual date the customer picked up the vehicle. 11 Last, create Event 9: Final Bill Indicator with the date you are sending the final bill. Audit Rule Reminder You must select either Repair Captured or Repair Not Captured before you lock the Estimate. If you do not, CCC Advisor will prompt you with the following warning: LMF (WRKflw): Must Select Repair Captured or Repair Not Captured from Event Log before Locking. 4

5 Job Aid: How to Select Payment Status in Liberty Mutual CCC ONE GRN Estimates, Continued Automatic Insurance Event Sync CCC ONE Repair Workflow users can enable automatic Event syncing for your Repair Plans. Why? By doing so, the system will automatically log Insurance Company events when Repair Plan milestones are completed. This way, you never forget to add these Payment Status events to your Liberty Mutual claims. To begin, open your Repair Facility Profile and scroll to the Workflow Repair Plans section. Next, complete the three steps shown below. #2: Search for the Insurance Company, select it and click OK. #1: Click Add and search for the Insurer. #3: Select Sync. Once you have completed these three steps, the appropriate Payment Status events will be added automatically to the claim. 5

6 Job Aid: Guaranteed Repair Network Payment Procedures Introduction Liberty Mutual uses a single payment workflow. This means that payment will be issued once repairs are complete. All Guaranteed Repair Network (GRN) shops writing on the CCC ONE Estimating platform are expected to follow the process below. #1: Review Assignment The first step in the Payment Procedure is to use the following steps to review the Assignment: 1 Check whether the customer has provided permission to pay your Shop directly. This information will be contained in the that accompanies the Assignment. 2 If permission has been granted, then payment will be held until repairs are complete. 3 If permission has not been granted and Okay to Pay is Yes, then the customer will be paid directly. If a Direction to Pay has been secured, please contact Liberty Mutual at CLAIMS to have this updated in their system; doing so prior to locking/uploading the appraisal will result in payment being issued to your GRN shop. 4 You can always check the Claims Information Portal (CIP) for any updates to DTP. 6

7 Job Aid: Guaranteed Repair Network Payment Procedures, Continued #2: Submit Original Estimate The next step is to Submit the Original GRN Estimate using the following steps: 1 Prepare original estimate following all Liberty Mutual Appraisal Guidelines. 2 If questionable damage exists contact your Repair Network Specialist (RNS). #3: Complete Repairs Now complete the repairs using the following guidelines: 1 Submit supplements for review as needed throughout the estimate or repair process. 2 Log into the Claims Information Portal to confirm direction to pay is in place and payment has not been issued directly to the customer. If a Direction to Pay has been secured, but the Claims Information Portal, reflects No please contact Liberty Mutual at CLAIMS to have this updated in our system; doing so prior to locking/uploading the appraisal will result in payment being issued to your GRN shop. 3 Release vehicle to customer once repairs are complete and DTP is confirmed. 7

8 Job Aid: Guaranteed Repair Network Payment Procedures, Continued #4: Submit Final Supplement The last step in the Payment Procedure is to submit the Final Supplement. Once repairs are complete and the vehicle has been released, create and lock the Final Supplement for review. Next, complete the Final Bill Indicator event. As you can see here, the event was added in order. If the Final Supplement was sent to Liberty Mutual already, then skip the Submit a Final Supplement step and ONLY complete the Final Bill Indicator event. There is no need to submit a $0 supplement. Important! Please refer to the 2 nd Job Aid communication & Liberty Mutual Documents on Performance Gateway for specific CCC ONE instructions. 8