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A Day in the Life of a Claim: The Review and Processing Phase

—December 02, 2013
A Day in the Life of a Claim: The Review and Processing Phase

Part II: Best Practices and Liability Determinations
By Vidya Dinamani, Vice President of Product Management & Marketing,
Auto Casualty Solutions, Mitchell
Paul Rosenstein
Vice President, Claims Solutions, Mitchell

Once a claim has gone through the initial FNOL process, it moves on to the review and processing phase. Typically, the desk reviewer (DR) examines the damage repair estimate to ensure it is compliant with all of the business rules in place. If the DR finds any discrepancies or if the carrier is required to do so on direct repair shops, then a re-inspection may be ordered. This can set in motion several additional processes involving more people and more reports, for example:

  • A claims manager may need to report the results of the re-inspection to various state agencies.
  • Results may also be used to confirm compliance and to ensure that the body shop has adhered to the carrier’s direct repair program guidelines, as well as repair industry standards.

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