Download State Farm Auto Adjuster Certification Exam: 2025-2026 Q&A and more Exams Agricultural economics in PDF only on Docsity!
STATE FARM AUTO ADJUSTER
CERTIFICATION EXAM LATEST 202 5 -
2026 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
certification requirements if the part is within one of the four categories requiring certification and CAPA or NSF has developed a certification standard.(In the absence of a certified part being available, a non-certified part may be used if requested by the vehicle owner.) If there are other non suspended non-OEM parts available - CORRECT ANSWER
- the estimate may include such part pursuant to certification requirements if the part is within one of the four categories requiring certification and CAPA or NSF has developed a certification standard.(In the absence of a certified part being available, a non-certified part may be used if requested by the vehicle owner.) OEM - CORRECT ANSWER - Original Equipment Manufacturer CCF - CORRECT ANSWER - Coverage Confirmation Form ACM - CORRECT ANSWER - Auto Claim Manual PDR - CORRECT ANSWER - Paintless Dent Repair Auto Service Commitment - CORRECT ANSWER - customers with vehicle damage claims expect repairs to be completed properly, promptly, and at competitive prices Select Service - CORRECT ANSWER - designed to enhance customer service and increase efficiency in our claim operations ADSP - CORRECT ANSWER - Auto Damage Service Programs Auto Damage Service Programs - Discussion Information - CORRECT ANSWER
- forms outline features and benefits available through our program and should be explained to the vehicle owner when we receive notice of the claim VIS - CORRECT ANSWER - Vehicle Inspection Sites Vehicle Inspection Sites - CORRECT ANSWER - drive-ins at either Select Service locations or State Farm office locations and are available in some areas AEI - CORRECT ANSWER - Auto Estimatics Inspectors
Vehicle Inspection Site Appointment - CORRECT ANSWER - should be arranged for customers who have a drivable vehicle, and have either selected a non-program provider or prefer a cash settlement Paintless Dent Repair - CORRECT ANSWER - an industry recognized repair process that involves the removal of damage from metal exterior surface panels without disturbing the vehicle's finish EVRT - CORRECT ANSWER - Early Vehicle Routing Tool EFT - CORRECT ANSWER - Electronic Funds Transfer Competitive Bids - CORRECT ANSWER - process requires that two or more repairers submit competitive estimates or "bids" for a specific repair job PCPs - CORRECT ANSWER - Prevailing Competitive Prices Prevailing Competitive Prices - CORRECT ANSWER - the repairer information is used to determine labor rates and material pricing levels that reflect prevailing prices in that area; determined by analyzing information provided by repairers that meet the Equipment/Capabilities Criteria listed on the Repair Facility Survey form ICAR - CORRECT ANSWER - Inter-Industry Conference on Auto Collision Repair Inter-Industry Conference on Auto Collision Repair - CORRECT ANSWER - played an important role in developing vehicle repair procedures CAPA - CORRECT ANSWER - Certified Automotive Parts Association NSF - CORRECT ANSWER - NSF International New Non-OEM Parts - CORRECT ANSWER - manufactured by a company other than the manufactuer of the vehicle Recycled Parts - CORRECT ANSWER - parts which may have been previously installed on another vehicle; the use of these parts is an environmentally friendly effort to help preserve our natural resources ECS - CORRECT ANSWER - Enterprise Claims System
Towing / Labor - CORRECT ANSWER - Pays for reimbursement for towing expenses. Uninsured Motorist - CORRECT ANSWER - Pays for damages to your car and bodily injuries that you sustain when hit by someone that doesn't have insurance. Hit and run Underinsured Motorist - CORRECT ANSWER - Pays for damages to your car and bodily injuries that you sustain when hit by someone that doesn't have Enough coverage to pay for your injuries and property damage. Texas Car Guaranteed Auto Protection Coverage (GAP) - CORRECT ANSWER - Coverage protects the policyholder in case more money than the assessed value of the car is owed. Protects the policyholder for the devaluation of the car after driving it off the lot. Typical value drops 20% and insurance cover might not cover. México Coverage - CORRECT ANSWER - Accidents in Mexico are subject to Mexico only - NOT- the US, unlike the Republic of México, that considers it a criminal offense and a civil matter. Drivers planning to in Mexico should obtain a Mexico policy, and only drive within 25 miles of US border. Applicable to infrequent trips only and do not exceed 10 days at one time You're preparing an estimate on a customer's vehicle that requires refinishing of the hood and right front fender only. The hood is the first panel listed on the estimate. According to most Collision Estimating Guides, would refinish overlap be applicable on the hood? Choose the most correct statement. Select the single best answer: A. Overlap would not be applicable on the hood refinish time as it's the first major panel. A refinish overlap deduction would be applicable to the fender refinish time as it's an adjacent major panel. B. A refinish overlap deduction would be applicable to the hood refinish time as it's the first major panel. A refinish overlap deduction would also be applicable to the fender refinish time as it's an adjacent major panel.
C. Overlap would not be applicable to the hood refinish time or to the fender refinish time as they are not defined as major panel. - CORRECT ANSWER - B.)A refinish overlap deduction would be applicable to the hood refinish time as it's the first major panel. A refinish overlap deduction would also be applicable to the fender refinish time as it's an adjacent major pane When estimating vehicle damage, if its determined a repair operation is necessary, you should include a separate line item allowance on your estimate. T or F - CORRECT ANSWER - True State Farm customers can have their vehicles repaired at the repair facility of their choice. T or F - CORRECT ANSWER - True According to State Farm Guidelines, would betterment potentially apply when refinishing a complete vehicle? Yes or No - CORRECT ANSWER - Yes The prices State Farm pays for most repair operations is determined from: A.) Printed or Electronic price guide B.) Repair facility survey results C.)Judgement Time D.) All of the above E.) Only A and C - CORRECT ANSWER - All of the above According to current State Farm guidelines, its ACCEPTABLE to specify aftermarket/non- oem Sheet metal ( Hoods, Fenders, Deck lids) on State Farm estimates T or F - CORRECT ANSWER - False According to current State Farm guidelines, its ACCEPTABLE to specify aftermarket/ non- oem mechanical parts (radiators, exhaust, suspension components) on State Farm estimates. T or F - CORRECT ANSWER - True
- Explain the use of other than new OEM parts to the vehicle owner
- Give the customer the Non-Original equipment and recycled parts, State farms promise to you brochure. - CORRECT ANSWER - 4,7, On most vehicles, would "restore corrosion protection" be an acceptable line item allowance on an estimate requiring ONLY the replacement of the outer roof panel? Yes or No - CORRECT ANSWER - No over all regardless of needed or not When preparing an estimate on a customer vehicle, you note the refinish time (computer generated) for the hood is 3.8 hours. You feel this is excessive. Per State Farm guidelines, its acceptable to adjust this time. T or F - CORRECT ANSWER - False You're preparing an estimate on a customer's vehicle that requires refinishing of the hood and right front fender only. The hood is the first panel listed on the estimate. According to most collision estimating guides, would refinish overlap the applicable on the hood? Choose the most correct statement. A.) Overlap would not be applicable on the hood refinish time as it's the first major panel. A refinish overlap deduction would be applicable to the fender refinish time as it's an adjacent major panel. B.) A refinish overlap deduction would be applicable to the hood refinish time as it's the first major panel. A refinish overlap deduction would also be applicable to the fender refinish time as it's an adjacent major panel. C.) Overlap would not be applicable to the hood refinish time or to the fender refinish time as they are not defined as major panel. - CORRECT ANSWER - B.)A refinish overlap deduction would be applicable to the hood refinish time as it's the first major panel. A refinish overlap deduction would also be applicable to the fender refinish time as it's an adjacent major pane Generally Paint and material charges are calculated by: A.) Hourly Rate B.) Percentage of refinish time (Percent Multiplier) C.)Pre-defined range of hours and rates (Paint table) D.) A refinish materials calculator (RMC)
E.) None of the above F.) All the above - CORRECT ANSWER - F.)All the above Generally State Farm select service repair program is not used in the handling of catastrophe claims. T or F - CORRECT ANSWER - True A "Y" in the prior damage indicator portion of the estimator fact sheet indicates damage may exist from a prior loss. T or F - CORRECT ANSWER - True If you receive a claim involving a coverage issue, you will need to resolve the issue within 24 hours. T or F - CORRECT ANSWER - False need to resolve asap not 12 or 24 hours The coverage symbol "D100" indicates comprehensive coverage with a $ deductible T or F - CORRECT ANSWER - True The term "loss" indicates damage to equipment, regardless whether it's used commonly in the vehicle or not. T or F - CORRECT ANSWER - F - Only refers to equipment commonly used in vehicle While handling a claim, you're approached by a TV reporter who request an interview. You should: A.) Agree to the interview and politely answer any questions to the best of your ability B.) Decline the interview and inform the reporter that State Farm doesn't grant interview requests. C.) Be polite and direct the reporter to your assigned State Farm supervisor who will provide guidance on how to proceed
Corrosion Protection - CORRECT ANSWER - This material is applied to the underside of a panel to prevent corrosion. This protection needs to be considered when when estimating damage repair. Deductible - CORRECT ANSWER - An amount, stated on the policy , for which the policy holder is responsible. Deductibles are assessed on a per incident basis. Depreciation - CORRECT ANSWER - The decrease in the market value of a vehicle over time. The amount of yearly depreciation is affected by variables including car condition, resale market supply and demand, and reputation of the manufacturer and or model. DOL - CORRECT ANSWER - Date of Loss Date of Loss - CORRECT ANSWER - The date when the damage occurred. EFS - CORRECT ANSWER - Estimator Fact Sheet Estimator Fact Sheet - CORRECT ANSWER - the fact sheet is accompanied with each claim. Before evaluating the damage you will need to verify all information on the efs. It will have important information such as the deductible, VIN, and date of loss. Flex Additive - CORRECT ANSWER - This is added to the paint when applying it to a plastic part. Plastic parts will bend slightly with wind and the paint must be flexible to prevent cracking. HSLA - CORRECT ANSWER - High Strength Low Alloy High Strength Low Alloy - CORRECT ANSWER - A high strength, light weight metal commonly used for hoods on some pickups and cars. HLSA requires more heat and is difficult to repair. Indemnify - CORRECT ANSWER - An insurance company is responsible to return their policy holder to Pre-Loss conditions. LKQ - CORRECT ANSWER - Like Kind and Quality
Like Kind and Quality - CORRECT ANSWER - Used parts of similar quality to those they are replacing. These will most likely be used when it is difficult or impossible to get new OEM parts. Long Expansion - CORRECT ANSWER - Commonly called the "snowflake" in Mitchell. It will be your best friend. Long Expansion contains often repeated operations that will be used in writing an estimate. Magnuson - Moss Act - CORRECT ANSWER - Manufacturer cannot void a warranty if aftermarket parts are used as long as the aftermarket parts meet or exceed the manufacturer's specifications. Masking - CORRECT ANSWER - Protecting an area from paint application. Typically masking is a covered operation for most painting, but occasionally we will have to cover additional masking. NAGS - CORRECT ANSWER - National Auto Glass Specifications National Auto Glass Specifications - CORRECT ANSWER - Aftermarket glass, gennerally heavily discounted and usually cheaper than OEM glass. OTH - CORRECT ANSWER - Other than Hail Other than hail - CORRECT ANSWER - This is when damage on the vehicle is obviously not caused by hail.. It is important to remember. Hail will not scratch paint. Overlap - CORRECT ANSWER - Overlap pertaining to estimatics occurs when two adjacent panels will share common procedures such as masking for prep. An example of overlap would be a hood and fender panel requiring refinishing. The hood would be the first major panel on the estimate and the fender would follow with a 0.4 deduction to account or the overlap time The 0.4 hr accounts for prep and masking which is removed from the operation of refinishing because the panels are adjacent. It is important to understand overlap because the estimatic software will remove overlap as the estimate is being created. P-Pages - CORRECT ANSWER - Procedure Pages
Repair - CORRECT ANSWER - When a part can be fixed we must use the RP opertaion. This iperation will always require you to input an hour estimate based upon your judgement. The repair process can include operations such as hammering, pulling, grinding, filling, and rough sanding. R&I - CORRECT ANSWER - Remove and Install Remove and Install - CORRECT ANSWER - Remove identified par then reinstall the same part. Ex: To repair the left fender, we must first R&I the parking lamp and the side molding. R&R - CORRECT ANSWER - remove and replace Remove and Replace - CORRECT ANSWER - Remove the identified part and replace it with a new part. Salvage - CORRECT ANSWER - A vehicles value if sold is is at a salvage auction. Smount is determined by a salvage vendor. Subrogation - CORRECT ANSWER - This is when a third party pays for damages then pursues another party to reimburse for damages. Supplement - CORRECT ANSWER - Estimate are not exact. Some damage may be hidden or part price differences may result in additional payment. The goal is to keep the supplements to a minimum.q Three Stage Paint - CORRECT ANSWER - A paint job is first coat color, second coat possible a tinted clear, and third coat clear. Ex Pearl white. TLSR - CORRECT ANSWER - Total Loss Summary Report Total Loss Summary Report - CORRECT ANSWER - Estimator would be responsible to fill out this report in Mitchell if the vehicle is considered a total loss. Two Tone - CORRECT ANSWER - When the paint is done in two different colors and the painter will need to use both colors during repair then we will need to add a two tone operation in the estimate. The operation two tone basically pays for the painter to clean his equipment between colors.
VIN - CORRECT ANSWER - Vehicle Identification Number Vehicle Identification Number - CORRECT ANSWER - A 17 digit identification code which is needed for Mitchell to decode make and model of a vehicle. Hinge/lock/pillars - CORRECT ANSWER - a bedside panel - CORRECT ANSWER -
