TRIM STORAGE LOCATION CALL FLOW

USAA STORAGE LOCATION CALL FLOW

OPENING
Hi, This is (your name) calling from IAA on behalf of (provider) on a recorded line, about the
(make, model) for (owner's name). I understand it’s been released and ready for pick up.

MULTIPLE FILE OPENING

Hi This is (Your Name) Calling from IAA on a recorded line. I am calling on multiple vehicles that I understand are
released and ready for pickup. First is for (provider) on a (make, model) for (owner’s name)

TRANSITION
There are a few things I need to verify starting with the

● Total charges including tax due for pick up through pick up date.*
● If the provider requires teardown approval ask “Is teardown a part of those
charges?”*****
● What is the daily storage rate? What is your tax rate on storage?*
● If charges are over the maximum authorized threshold agent must ask for breakdown
and enter that into the system.**
● And who is the check payable to?
● Do you accept credit cards?****
● Our tower will need a receipt of the breakdown at time of pickup

● I have your pickup address as___ . Correct?

● I have your pick up hours as ____ ?
● Is the vehicle towable?

If non standard vehicle: What are the dimensions of the vehicle? Length, width, height, hitch type, ball hitch size?

● Do you have keys for the vehicle?

● And whom do I have the pleasure of speaking with today?

CLOSING:
Thanks (person’s name) I am releasing the file for pick up, pick up will occur as soon as possible
TEXAS - If the shop has towing, wrecker, impound or storage in their name in Texas branches,
you must say “The tower will bring a VSF.” If the shop doesn’t have towing, wrecker, impound
or storage in the name, you must ask “Do you need a vsf”

CAT CLOSING:
Thanks (person’s name) I am releasing the file for pickup which could be as early as today.
However due to the increase of assignments our tower will be out as soon as possible. We are
working extended hours, how late may we pick up your vehicle? Please leave keys in the glove
box so that you don’t have to be present. (Make sure to note file)

VOICEMAIL SCRIPT
RESIDENCE/SHOP: Hi, this is (your name) calling for IAA and (provider) about the (year, make,
model). They’ve asked us to coordinate pick up. Please call us back at 866-339-8349 and
reference the stock # . Once again that number is 866-339-8349 and reference stock # for faster
service. Thank you.

ADJUSTER: Hi, this is (your name) calling for IAA about claim # . (State the issue; charge
approval, update, etc.) Please call us back at 866-339-8349 and reference the stock # to
provide an update or you can email me at xxxx@iaai.com. Once again that number is 866-339-
8349 and reference stock # for faster service. Thank you.

OWNER WHEN SHOP NEEDS A RELEASE: Hi, this is (your name) calling for IAA and (provider)
about the (year, make, model). They’ve asked us to coordinate pick up, however, (Contact
Name) at (Name of shop) stated they need (release type) from you in order to allow (provider)
to pick up the vehicle. Please contact the shop at (shop phone number) to release your vehicle.
Once the vehicle is released, please give us a callback at 866-339-8349 and reference the stock
# . Once again that number is 866-339-8349 and reference stock # for faster service. Thank you.
 STORAGE LOCATION/OWNER NEEDS TO RELEASE
Make initial contact with the storage location to secure vehicle release within 24 hours.
If the vehicle is not released:
● Contact the owner to obtain a vehicle release. Make calls to ALL available owner phone numbers as
necessary. Email owner if owner email address is on file/in notes. Text owner if applicable according to
the rules.
● If the owner answers:

This is (Release Agent’s Name) calling on behalf of (provider) and IAA, may I please speak with
(owners full name?) I am calling in regards to your (year, make, model)
(If not the owner, establish the relationship to the owner and confirm they can verify information for pick up)
The reason I’m calling is because _(storage location)_ needs you to release the vehicle so we
can get it picked up for (provider). May I conference you in to provide a release and set up a time
for you to pick up any belongings (as applicable)?

HANDLING OBJECTIONS
VIC Files (note in file will say HOLD FOR INSPECTION:
● We have been assigned to move your vehicle to our secure location for (provider) to evaluate the vehicle
and determine the next step in the process.
If owner advises they haven’t spoken to provider/has questions:
● I recognize that you may not have spoken to your adjuster as of yet, but we have been assigned to move
your vehicle to our secure location while (provider) determines the next step in the process.
If owner is unaware of total loss:
● You will remain the owner of your vehicle unless you sign the title over. Our role is to secure your vehicle
in a facility while you work directly with (provider) on the next steps in the process..
If owner has not settled with (provider):
● Moving the vehicle does not mean that you are accepting the settlement amount. Our role is to secure
your vehicle in a facility while you work directly with (provider) on the settlement details.

NON RELEASE CLOSING:

SUMMARIZE:
Recap owner concern and advise of what steps we are taking to resolve (issue.)

It was a pleasure speaking with you today(surname). Have a great day.

 CHARGES TIPS
*Enter the total including tax through pick up date under Misc charge. Add storage rate and tax rate to
dispatch note if tax is applied to storage.

**When charges are over the maximum authorized amount when you ask for the total out the door
today including tax, then you must obtain the breakdown.

***Anytime that you have to set the file as an RP after adding dispatch note only, you're going to have
to put in the notes "charges through x date are y amount" along with daily storage rate and tax rate.
(When the next person gets the file they'll have to count how many days of storage between the x date
in the notes and the current pickup date on the file and add that to the lump miscellaneous charges. )

****When asking if they accept credit cards, you must add to the dispatch note if they accept credit
cards or do not accept credit cards. Use the credit card indicator in trim when available. If the shop
provides that there is any fee for paying with a credit card, do not enter that information into the
dispatch note. Markdown if the agent enters credit card fees into the dispatch note.

*****Progressive and State Farm require approval for teardown. Check your rules and make sure you
have approval to pay teardown charges for these providers regardless of overall total charges.