1. How can you appraise damages without seeing the car?
We are not appraising damages. We are judging the fairness and accuracy of the estimate submitted, so that's all we need to see.
2. How do you know what it takes to fix the damage?
With an average of seventeen years experience, our licensed auditors evaluate the damage estimate and apply parts pricing and procedure times contained
in Mitchell's UltraMate estimating software. On occasions in which damages do not match the description of loss, we will suggest a visual inspection.
3. Do you guarantee that you'll at least save your fee?
No, that would present our auditors with a fundamental conflict of interest. Other companies have what initially sounds like a great marketing angle: "If
we do not at least save the amount of our fee, there's no charge!" However, this betrays a lack of understanding of the whole process. Our auditors are
not shooting for net savings, they are auditing estimates for fairness and accuracy. When ACE pronounces
an estimate fair and in line you can pay it with peace
of mind, which is a service rendered in and of itself.
4. Do you get agreed prices with the shops?
Yes, and we fax the shop a copy of our audit.
5. What about supplements?
Our toll free number on the audit allows the shop to contact us in order to submit them, or to ask any questions. Shops are required to notify us of supplemental
damage prior to making the repairs.
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1. How can you write an estimate without inspecting the loss?
We are not writing an estimate, we are auditing contractors' estimates for correct scope of repairs, materials, and pricing. Relying on our extensive
experience and knowledge of the industry, we discuss the repairs and reach an agreed cost of repairs with the contractors.
2. How can betterment be determined?
Through our discussions with the contractors, and with the aid of photographs when necessary, the general condition of the property is determined.
Betterment is taken according to policy and customer guidelines.
3. How do you establish accurate unit cost pricing state by
state when the cost factors vary so drastically?
We use DDS IntegriClaim for unit cost pricing, which is accepted throughout the industry.
4. How do you respond to coverage issues such as rot,
deterioration, and matching?
These issues are addressed during our conversation with the contractors subject to final review and approval by the adjuster.
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1. Didn't the applicant pay in good faith?
If he overpaid in good faith our customer is under no obligation to compound that mistake by repeating it. The respondent is also responsible
to act in good faith on the part of his policy holders and/or stock owners to make due diligence not to overpay for anything. The applicant should
approach the vendor that overcharged and demand reimbursement. For instance, one applicant paid $950 for a $9.50 headlamp relay, another paid $280
an hour for labor instead of $28, easily recoverable overpayments.
2. If the applicant saw the car and the respondent did not,
how can the respondent question what was paid?
If the applicant paid the wrong prices for parts, passed on math errors, allowed unspecified "lump sum" payments, failed to account for overlap, etc., then
seeing the vehicle has proven not to be the chief criterion for writing an accurate estimate or appraisal.
3. How does this stand up in arbitration?
We settle over 90% of the files we are asked to settle with applicants, and the few that go to arbitration are increasingly seen to be the result of justifiable
exceptions being taken by the respondents. |
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