Services
Looking forward & upward...
Providing Services Beyond Your Expectations
ARMS offers a variety of proven advisory/consulting services customized to concentrate attention on our client’s needs to bring immediate value to your business operations.
This allows client management to focus on other important issues while ARMS manages the loss control, auditing and quality assurance aspects of the business.
Services for Administrators and Insurers
Claim/Call Center Audit, Process Evaluation and Training
ARMS will perform a comprehensive review and analysis on your claim/call center processes, policies and procedures to ensure the appropriate administration and risk management standards are in place. Our analysis will focus attention on the following areas:
• Administration cost reduction – reduce claims administration and processing expenses
• Training in the area of proper claim adjudication and repair procedures
• Telephone skills – consistent presentation without sounding like a “script”
• Design, develop and execute policy and procedure manuals
• Claims expense control – reduce average claim costs
• Claim file documentation
• Claim payment processing
• Client satisfaction/retention
• Inspection vendor efficacy
• Part vendor utilization
• Complaint resolution
We will make recommendations and assist you in implementing enhancements designed to maximize your profitability while maintaining a client and consumer friendly administration. We can help you reduce real and intangible operating costs.
ARMS can also perform underwriting, product/premium remittance and compliance audits at the producer and administrator levels.
Quality Assurance Review Program
The Quality Assurance review is intended to act as a regular “report card” to reveal the specific areas where under performing claim adjusters/advisors are experiencing challenges. This allows management to apply additional training concentrating on those concerns.
ARMS will develop and execute an internal claim adjuster/advisor quality assurance and coaching procedure focusing on key performance indicators (“KPIs”) including but not limited to:
• Technical knowledge
• Claim adjudication decisions
• Productivity and efficiency
• Soft skills relating to client and customer satisfaction
We are also available to perform your regular quality assurance reviews and assist in or conduct adjuster/advisor-coaching sessions. This option will save you the expense of additional personnel requirements as well as having the perspective of a third party.
Loss Experience Analysis and Development of Corrective Action Plan
ARMS will work with our client’s management to develop a comprehensive action plan for analyzing high loss producers and determining the best course of action. When feasible, our goal will be to create long-term solutions in order to rehabilitate the producer and fortify the relationship. We will provide effective communication tools to present loss control information to your agents/producers as an alternative to terminating precious relationships which take considerable time and resources to develop.
Dealership/Producer Claim and Compliance Audit
ARMS will perform a comprehensive on-site review of a dealership’s claim activity focused on pre-determined areas of high losses. Our process facilitates relationship building and exposes areas where additional training/coaching is needed.
Upon completion of the claims review we will discuss the findings with the Service Director/Manager and provide appropriate standards for internal claims administration procedures. We seek to gain consensus for those procedures and jointly develop a corrective action plan to be presented to the Dealer. An agreement and commitment to the plan is secured and accountabilities are established for execution and follow-up. Any appropriate training of dealership personnel is discussed at this point and all follow-up issues or questions raised by dealership employees are addressed prior to leaving the store.
Analysis & Evaluation of Contract Language, Coverage and Pricing Sufficiency
Description in the process of being updated – please check back soon
Complaint Resolution Strategies, Arbitration/Mediation and Litigation Consulting
ARMS will work with management to develop high level strategies and procedures to address consumer complaints and threats of litigation. We will also perform the appropriate research to provide direction in cases of lawsuits, arbitration and mediation.
ARMS can also provide expert witness testimony concerning industry practices and standards at trial, arbitration or mediation.
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Services for Agents and Administrators
“Start Right-Stay Right” - Dealership Service Department Orientation
To facilitate a cooperative relationship from the start we coordinate orientation workshops with the VSC Administrator, agent, dealership management and support staff to “kick-off” the service department of new or existing dealership accounts in order to familiarize them with the service contract company’s expectations of them and to ascertain what their expectations or concerns are.
Having the service department staff involved in the process from the beginning creates the sense of ownership, which results in more positive experiences for all concerned. This “start right-stay right” approach has been successful and well received in countless dealerships around the country and reduces the likelihood of future loss control issues or remedial actions.
“Significant service department revenue can be generated while maintaining a profitable vehicle service contract program – the two are not mutually exclusive of one another!”
- Don Larsen
Vehicle Service Contract Risk Management and Loss Control Description in the process of being updated – please check back soon
Services for Automobile Dealers
Dealer Warranty Audit Protection
ARM yourselves against costly audit charge backs and keep the revenue you work so hard to generate. Don’t let a Factory or Vehicle Service Contract audit take that money away from you. We will perform an on-site review to identify any potential deficiencies in your service department and warranty administrator processes and procedures that could cost you thousands of dollars in audit charge backs.
Let us show you how you can generate more service sales while remaining in compliance with the factory and your service contract provider’s guidelines and expectations while maintaining satisfactory loss experience.
Our services focus on the following:
• Comprehensive survey and interviews with your key personnel to assess all relevant policies and procedures relating to service sales and used vehicle reconditioning
• Perform reviews and audits on submitted claims
• Ensure proper repair order documentation
• Ensure proper claim submission processes are in place
• Assist in development, execution and follow-up of corrective action plans
• Coach service staff (managers, advisors, technicians and administrative personnel) on procedures
• Develop and implement additional customer satisfaction (“CSI”) enhancements
Service Department Evaluation – Training in Selling Techniques and Strategies
Description in the process of being updated – please check back soon
Services for Private Equity Investor Firms
Due Diligence Evaluation of Third Party Administrators (“TPA”)
For private equity firms and others interested in pursuing opportunities in the automotive and/or vehicle service contract (“VSC”) industries, we offer services such as due diligence evaluations and consulting as an industry expert to assist you in the research or vetting stages of potential acquisitions.
Would-be investors and insurers quickly realize that it is highly desirable to include input from seasoned veterans of this unique industry. Unlike other business environments, a thorough investigation of third party administrators requires more than accountants and actuaries to accurately project future performance. We work together with these entities to provide a complete assessment of the subject company.
We possess invaluable knowledge relating to the structure, disciplines and responsibilities that must be present in order to achieve a secure and vital operation. This information is critical to provide a professional assessment for those considering a company for potential acquisition or other strategic alliances.
ARMS also provides proven processes and techniques in developing a new VSC administration or revamping an existing operation. This information has been acquired over the course of almost 20 years working with various insurers and TPAs around the country. We can share with you what has worked for others and resulted with success as well as being able to advise you on the mistakes to avoid; which have been made by others with less than fortunate outcomes.
Services for Fleet Leasing Management Companies
Due Diligence Evaluation
ARMS will perform complete evaluations of your call center processes, procedures and systems to verify they are employing best practices when approving repairs and maintenance. Depending on the size of your fleet, hundreds or thousands of dollars could be wasted on unnecessary or inflated repairs if left unchecked.
We will recommend and assist you in implementing processes that will fit seamlessly into your daily business routines designed to allow you to perform more effectively on behalf of your clients and be able to demonstrate that in measurable results.
Services for Companies with Large Automotive Fleet Operations
Due Diligence Evaluation
We will perform evaluations of the processes, procedures and systems of leasing companies on your behalf or in conjunction with your fleet manager to verify they are performing in your best interest; employing best practices when approving repairs and maintenance on your fleet vehicles. Depending on the size of your fleet, hundreds or thousands of dollars could be wasted on unnecessary or inflated repairs if left unchecked.
We will recommend and implement processes that will fit seamlessly into your daily business routines designed to assist your fleet managers perform their job more effectively.
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