FAQ

What does Alliance do?

>What separates Alliance from the competition?

Why is the payment amount less then the invoice?

How do I become a member shop?

What are the benefits of being a member shop?

How often does Alliance refer jobs to a particular shop? How does that process work?

Do member shops get preference over non-member shops?

Does the insured have to select a member shop?

Is it suggested or implied that an insured use one of your member shops?

I am a member shop, but I have to negotiate on every Farm Bureau claim. Why?

What is the extra (3rd Page) with the authorization fax sent from Alliance?

What is a W-9 form?

Why do I need to send in the W-9 form?

What are the discount rates?

Why does Alliance authorization fax not have tax added?

Why does it take so long to verify coverage? Can I submit a loss notice on the website? Do I need to log in? How can I send in an invoice? Can I submit a loss notice on the website? Do I need to log in? How can I send in an invoice? Can Alliance enter directly into a claims system? What type of technology integration options does Alliance have? How many associates does Alliance have? What's the average tenure of your associates? What are Alliance associates' backgrounds? How long is their training before they answer the claims calls? What does the training process consist of? Does Alliance have bilingual associates? Does Alliance have a disaster recovery plan? Are there any minimum claim volume requirements? Can I submit a glass loss notice on the website? Do I need to log in? How can I send in an invoice? GENERAL:   What does Alliance do? For 20 years, Alliance has provided its partners with a quality Managed Glass Program. In addition, Alliance acts as a 24-7 call center, provides after-hours, roll-over, and catastrophe assistance for insurance companies. Certified staff members at Alliance have the ability to take Inbound and Outbound Statements. Claims Resolution, Desk Review, First Party Claim Handling, Transcription Services, and other Training Services are offered by Alliance Claims Solutions. You can browse the web pages dedicted to these products and services using the links on the left side of this page. You may, also, contact Amy Stevens for more information.   What separates Alliance from the competition? Our approach to customer service is what separates us from the competition. At Alliance, customer service is not just an activity, it is a PHILOSOPHY! This business philosophy places a great emphasis in creating long-term partnerships with our customers; providing service unparalleled in the insurance industry. Furthermore, our commitment and first priority is our customer, which extends to your employees, policyholders and agents. We understand that the complexity of the insurance claims world requires a partner who can provide a diverse array of claim services. Our products and services focus on critical areas within the claim process itself; while our team of sales, service representatives and technical support personnel will work to find the services that best work for your company. Our flexibility allows us to provide more than just a service; we provide a solution.   FOR SHOPS:   Why is the payment amount less then the invoice? This could happen for numerous reasons, each due to a variety of factors. Please, contact Mary Tilton with questions regarding this issue.   How do I become a member shop? Shops can fill out a membership application here. Shops may, also, request a paper form to fill out. Paper forms may be transmitted by fax or mail. For more information, contact Kristy Mooney.   What are the benefits of being a member shop? By being a member, shops are on a rotation to receive referrrals. They can get immediate authorization as long as we can verify coverage. Alliance does not have to negotiate with a member shop on each individual claim.   How often does Alliance refer jobs to a partictular shop? How does that process work? The jobs are vended based on the insured's zip code. If the shop covers that zip code they will be on a rotating list from which insured selects.   Do member shops get preference over non-member shops? The insured always has the right to choose a repair shop whether that shop is a member shop or not. When the insured does not have a preference, Alliance will then refer a member shop to the insured. Alliance does not refer insureds or agents to non-member shops.   Does the insured have to select a member shop? No. It is always the insured's right to choose the shop. Alliance representatives have a script to read that explains the benefits of choosing a member shop, if the insured does not have a preference.   Is it suggested or implied that an insured use one of your member shops? No. It is always the insured's right to choose the shop.   I am a member shop, but I have to negotiate on every Farm Bureau claim. Why? Alliance Claims Solutions network member shops must sign an agreement specific to Farm Bureau Insurance. This agreement includes Farm Bureau specific pricing and is separate from the Alliance agreement.

Shops can fill out the separate, specific Farm Bureau membership applications here. Or for more information, contact Kristy Mooney.   What is the extra (3rd page) with the authorization fax sent from Alliance? It is for the pre-inspection that should be completed before each job. This page is not required and does not need to be sent back to Alliance with the invoice. However, this page is included to remind shops and give them a convenient form to do the pre-inspection.   What is a W-9 form? Alliance must report all monies paid out to shops to the Internal Revenue Service. The W-9 form has the shop's Federal ID or Social Security Number for tax reporting purposes.   Why do I need to send in the W-9 form? The W-9 form has the shop's Federal ID or Social Security Number for tax reporting purposes. If Alliance does not have the correct ID, the money paid to the shop will be reported incorrectly to the Internal Revenue Service. The IRS requires Alliance to have the W-9 on file.   What are the discount rates? Discounts are negotiated with the shop prior or at the time they become a member. Discounts are negotiated on a per job basis with non-member shops. These discounts depend on a variety of factors. For specific questions, please, contact Vendor Relations Manager, Kristy Mooney.   Why does Alliance authorization fax not have tax added? Tax rates vary by location. Shops are encouraged to add the tax to the invoice before sending it to Alliance.   Why does it take so long to verify coverge? As a TPA, Alliance needs to contact the insurance company to verify coverage on each glass loss submitted. Ideally , this is done immediately via access to our partner's policy information systems. Other times, Alliance must submit a request to the home office. Though, depending on the situation and individual policy, both methods may take a couple of days.   Can I submit a loss notice on the website? Do I need to log in? Glass losses can be submitted on this website without the need to log in. Agents, Insureds, and Shops may submit claims.

Click here to submit a glass loss.   How can I send in an invoice? Agents, Insureds, and Shops may email, fax or mail an invoice. The quickest way to send an invoice is by fax to 800-981-9891 or by email to billing@allianceclaimssolutions.com. If necessary, invoices may be mailed to 1602 E Ave NE, Cedar Rapids, IA 52402.   FOR AGENTS AND INSUREDS:   Can I submit a loss notice on the website? Do I need to log in? Glass losses can be submitted on this website without the need to log in. Agents, Insureds, and Shops may submit claims.

First Notice of Loss claims can be submitted by phone, fax or email. Please check with the insurance company's home office for proper procedures on reporting a First Notice of Loss.

Click here to submit a glass loss.   How can I send in an invoice? Agents, Insureds, and Shops may email, fax, or mail an invoice. The quickest way to send an invoice is by fax to 800-981-9891 or by email to billing@allianceclaimssolutions.com. If necessary, invoices may be mailed to 1602 E Ave NE, Cedar Rapids, IA 52402.   FOR INSURANCE PARTNERS:   Can Alliance enter directly into a claims system? Yes. A Webpage Screen Scrape: Claims Post is utilized. This allows Alliance representatives to enter a claim directly into a customer's own claim reporting system.   What type of technology integration options does Alliance have? WebService (XML Request/Response), Web Emulator Sessions, and Webpage Screen Scrape. Please contact Amy Stevens for additional information.   How many associates does Alliance have? Alliance Claims Solutions currently has over 70 employees.   What's the average tenure of your associates? The average length of employment is eight years. The average length of tenure for our management team is nine years.   What are Alliance associates' backgrounds? How long is their training before they answer the claims calls? As part of our company and cultural orientation, all team members participate in a classroom based three week training program which ensures that the technical objects and customer expectations of each product and service can be achieved. Each new team member completes a daily quiz, weekly test, four week skill assessment, and ten week skill assessment as part of their training program.   What does the training process consist of? Alliance has a three week training program. The newly revamped training process is classroom based to ensure that the technical objectives and customer expectations of each product and service are achieved. Alliance teaches the technical and soft skills necessary to satisfy customer expectations. Following the classroom training, employees are subject to four and ten week assessments in addition to the following: daily and weekly quizzes, side-by-side coaching, call monitoring, weekly, monthly, quarterly, and yearly performance meetings. Refresher training for all employees on existing customers is done on a regular basis and training for new customers is done as needed.   Does Alliance have bilingual associates? Alliance currently has several part-time and full-time Spanish-English associates. Alliance also maintains three off-site and on-call Spanish-English Translators and a close relationship with a Translation service for any language.   Does Alliance have a disaster recovery plan? The corporate facility acts as Alliance Claims Solutions' disaster recovery site. Another redundant site is located in Phoenix, Arizona. Calls can be routed to each location for call distribution and disaster recovery. Disaster recovery drills are conducted each six months and a complete disaster recovery plan is available upon request.   Are there any minimum claim volume requirements? Pricing for the First Notice of Loss is based upon a cost per transaction. No monthly minimum requirements are charged.   Can I submit a glass loss notice on the website? Do I need a log in? Glass losses can be submitted on this website without the need to log in. Agents, Insureds, and Shops may submit claims.

Click here to submit a glass loss.   How can I send in an invoice? Agents, Insureds, and Shops may email, fax, or mail an invoice. The quickest way to send an invoice is by fax to 800-981-9891 or by email to billing@allianceclaimssolutions.com. If necessary, invoices may be mailed to 1602 E Ave NE, Cedar Rapids, IA 52402.