STATE FARM AUTO ADJUSTER
CERTIFICATION EXAM LATEST 2023-2024 EXAM
120 QUESTIONS AND
ANSWERS(VERIFIED ANSWERS)
Select Service Program - CORRECT ANSWER - In some market areas, repairers
have been selected to participate in State Farm's Select Service Program. The
program is designed to enhance claim service, increase efficiency, and afford
customers an opportunity to select qualified repairers to inspect and estimate
vehicle damage
Paintless Dent repair - CORRECT ANSWER - Paintless Dent Repair (PDR) is an
industry recognized repair process that involves the removal of hail dents or other
types of damage from metal exterior surface panels without disturbing the vehicle's
finish. In most cases, this procedure involves the use of specialized tools to apply
pressure to the backside of the panel to remove surface imperfections. Other
techniques may be used to repair damage from the topside of the panel, depending
on the size and location of the damage.
By using either of these techniques, the technician is able to restore panel
appearance
which eliminates the need for refinishing the panel's surface area. The PDR process
is often used to repair hail damage or other similar dents that occur when an outer
panel strikes (or is struck by) an object that has not compromised the finish of the
panel. Since the outer finish of the panel has not been disturbed, it eliminates the
refinishing process
and may allow for repairs to be completed in a more timely and cost effective
manner.
Determining Repair Costs - CORRECT ANSWER - The prices we pay for most
repair operations will be determined from printed or electronic
collision estimating guides and repair facility survey results. However, it is not
possible to
,determine the cost of every repair operation from these sources. For example,
when estimating a sheet metal
or other repair operation, the labor estimate is based on judgment time. When
estimating judgment time, it should follow what is competitive in the local market
to repair the vehicle in a quality manner.
Estimats are based on - CORRECT ANSWER - Estimates written or approved by
State Farm are based on labor rates and repair costs not to exceed what is charged
by a majority of the repair market in a given area.
Contracts with repairers - CORRECT ANSWER - We do not enter into contracts
with repairers on individual repair jobs on a fixed or "contract" repair job basis.
We pay for the estimated cost of repair based on physical damage caused as a
result of the loss.
Freight Charges - CORRECT ANSWER - Similarly, if freight charges are
submitted to State Farm for payment, payment should normally be resisted. Freight
charges are not considered as part of actual repair costs and are generally aligned
with an expense a repairer or dealership may incur as a result of operating the
repair facility business. If a circumstance arises that may warrant additional
consideration, local management should contact their assigned Estimatics
consultant.
Minimum Cost - CORRECT ANSWER - Establishing minimum costs or authority
levels can provide a realistic measure of repair costs for items such as the number
of hours allowed for a complete refinish job, material costs, or similar items.
Publication of survey information - CORRECT ANSWER - We will not
knowingly violate that confidentiality by publicizing individual
survey data to persons outside our organization
Claims Summary - CORRECT ANSWER - State Farm will pay claims based
upon reasonable, competitive prices for repairs necessary to
repair the vehicle in a quality manner. The policy contract and law of damages will
assist us in
determining whether certain operations are payable
Non original equipment and recycled parts - CORRECT ANSWER - State Farm
promises satisfaction to the vehicle owner when new non-original equipment
and/or
, recycled parts are specified on an estimate that is written or approved by State
Farm or a Select Service repair facility.
The State Farm promise of satisfaction relative to non-original equipment or
recycled parts does not replace any quality or warranty provisions we require from
repairers, non-original equipment,
or recycled part suppliers.
The State Farm promise of satisfaction for non-original equipment and recycled
parts extends to fit, corrosion resistance, and performance qualities
Non-OEM - CORRECT ANSWER - Non-Original Equipment Manufacturer
OEM Quality - CORRECT ANSWER - Used, rebuilt, or reconditioned parts must
be of sufficient quality relative to the part being replaced
Certified Crash Related Non-OEM Parts - CORRECT ANSWER - such parts are
subject to certification standards developed by an organization approved by State
Farm*:
•Bumper
components
•Lighting components
•Radiator supports/tie bars and associated mounting components
•Outer sheet metal and plastic/composite parts
The vehicle owner may request a new non-OEM crash part that is not certified. In
this situation, we should pay the claim based on the part being utilized
Non-OEM Delay - CORRECT ANSWER - No unusual delay must occur as a
result of considering non-original equipment
and/or recycled parts for use in repairs
If Non-OEM and Recycled parts are used in estimates - CORRECT ANSWER -
The vehicle owner should be notified when the prices of non-original equipment
and/or recycled parts are included in the estimate as outlined in CPG 2700-275
If The non-OEM part is included on the list of suspended parts and not
requested by the vehicle owner - CORRECT ANSWER - The estimate should
not include such part (Part Does not have to be certified) (page 22)
If the Vehicle owner requests a non-OEM part that is currently under suspension -
CORRECT ANSWER - the estimate may include such part pursuant to
CERTIFICATION EXAM LATEST 2023-2024 EXAM
120 QUESTIONS AND
ANSWERS(VERIFIED ANSWERS)
Select Service Program - CORRECT ANSWER - In some market areas, repairers
have been selected to participate in State Farm's Select Service Program. The
program is designed to enhance claim service, increase efficiency, and afford
customers an opportunity to select qualified repairers to inspect and estimate
vehicle damage
Paintless Dent repair - CORRECT ANSWER - Paintless Dent Repair (PDR) is an
industry recognized repair process that involves the removal of hail dents or other
types of damage from metal exterior surface panels without disturbing the vehicle's
finish. In most cases, this procedure involves the use of specialized tools to apply
pressure to the backside of the panel to remove surface imperfections. Other
techniques may be used to repair damage from the topside of the panel, depending
on the size and location of the damage.
By using either of these techniques, the technician is able to restore panel
appearance
which eliminates the need for refinishing the panel's surface area. The PDR process
is often used to repair hail damage or other similar dents that occur when an outer
panel strikes (or is struck by) an object that has not compromised the finish of the
panel. Since the outer finish of the panel has not been disturbed, it eliminates the
refinishing process
and may allow for repairs to be completed in a more timely and cost effective
manner.
Determining Repair Costs - CORRECT ANSWER - The prices we pay for most
repair operations will be determined from printed or electronic
collision estimating guides and repair facility survey results. However, it is not
possible to
,determine the cost of every repair operation from these sources. For example,
when estimating a sheet metal
or other repair operation, the labor estimate is based on judgment time. When
estimating judgment time, it should follow what is competitive in the local market
to repair the vehicle in a quality manner.
Estimats are based on - CORRECT ANSWER - Estimates written or approved by
State Farm are based on labor rates and repair costs not to exceed what is charged
by a majority of the repair market in a given area.
Contracts with repairers - CORRECT ANSWER - We do not enter into contracts
with repairers on individual repair jobs on a fixed or "contract" repair job basis.
We pay for the estimated cost of repair based on physical damage caused as a
result of the loss.
Freight Charges - CORRECT ANSWER - Similarly, if freight charges are
submitted to State Farm for payment, payment should normally be resisted. Freight
charges are not considered as part of actual repair costs and are generally aligned
with an expense a repairer or dealership may incur as a result of operating the
repair facility business. If a circumstance arises that may warrant additional
consideration, local management should contact their assigned Estimatics
consultant.
Minimum Cost - CORRECT ANSWER - Establishing minimum costs or authority
levels can provide a realistic measure of repair costs for items such as the number
of hours allowed for a complete refinish job, material costs, or similar items.
Publication of survey information - CORRECT ANSWER - We will not
knowingly violate that confidentiality by publicizing individual
survey data to persons outside our organization
Claims Summary - CORRECT ANSWER - State Farm will pay claims based
upon reasonable, competitive prices for repairs necessary to
repair the vehicle in a quality manner. The policy contract and law of damages will
assist us in
determining whether certain operations are payable
Non original equipment and recycled parts - CORRECT ANSWER - State Farm
promises satisfaction to the vehicle owner when new non-original equipment
and/or
, recycled parts are specified on an estimate that is written or approved by State
Farm or a Select Service repair facility.
The State Farm promise of satisfaction relative to non-original equipment or
recycled parts does not replace any quality or warranty provisions we require from
repairers, non-original equipment,
or recycled part suppliers.
The State Farm promise of satisfaction for non-original equipment and recycled
parts extends to fit, corrosion resistance, and performance qualities
Non-OEM - CORRECT ANSWER - Non-Original Equipment Manufacturer
OEM Quality - CORRECT ANSWER - Used, rebuilt, or reconditioned parts must
be of sufficient quality relative to the part being replaced
Certified Crash Related Non-OEM Parts - CORRECT ANSWER - such parts are
subject to certification standards developed by an organization approved by State
Farm*:
•Bumper
components
•Lighting components
•Radiator supports/tie bars and associated mounting components
•Outer sheet metal and plastic/composite parts
The vehicle owner may request a new non-OEM crash part that is not certified. In
this situation, we should pay the claim based on the part being utilized
Non-OEM Delay - CORRECT ANSWER - No unusual delay must occur as a
result of considering non-original equipment
and/or recycled parts for use in repairs
If Non-OEM and Recycled parts are used in estimates - CORRECT ANSWER -
The vehicle owner should be notified when the prices of non-original equipment
and/or recycled parts are included in the estimate as outlined in CPG 2700-275
If The non-OEM part is included on the list of suspended parts and not
requested by the vehicle owner - CORRECT ANSWER - The estimate should
not include such part (Part Does not have to be certified) (page 22)
If the Vehicle owner requests a non-OEM part that is currently under suspension -
CORRECT ANSWER - the estimate may include such part pursuant to
