There are times when a CCC UpdatePlus Promise job in CCC Estimating can appear to be delayed or not responsive in updating the completion status. Dates such as Date Completed and/or Date Delivered show (In Progress). Promises may show 99% or even 100% Progress yet still reflect (In Progress). Reports may show these Promise jobs as Delayed. Usually this is the result of a missing Promise event:
- Jobs are at 99% can be missing the Repairs Completed date.
- Jobs are at 100% can also be missing the Vehicle Out date.
If either or both of the above are missing, please complete the events appropriately and Save and Close the workfile. This should allow the Promise job to update to a completed status. If the above events are correctly populated and /or after you have entered any missing milestones, the Promise job still reflects (In Progress) there can be various causes. Follow the below resolutions in order to remedy this issue:
1. Mandatory Fields missing or invalid. NOTE: These fields are prerequisite for all Resolutions.
Verify that the mandatory fields for UpdatePlus functionality are valid and not missing:
- CCC Estimating Repair Facility (RF) Profile must contain Business Phone Number (Day is not an acceptable phone type).
- Vehicle Owner First Name and Last Name, Cell Phone and/or E-mail Address are properly entered on the Contacts tab of the respective CCC Estimating workfile. NOTE: Ensure only 1 valid email address is entered.
- Communication Preference on the Contacts tab of the respective CCC Estimating workfile cannot be empty.
- Estimator Name * on the Contacts tab of the respective CCC Estimating workfile must be properly selected.
- Vehicle Make on the Vehicle tab of the respective CCC Estimating workfile must be properly selected.
- Vehicle In Date (marked as Complete or with the Complete Next Status button) properly entered.
- Workfile Saved
* Confirm that the email address in the Estimator Employee Record (found in Configure -> Employees) is valid - it must be properly formatted and can contain only one email address per Estimator. If incorrect or multiple email addresses are entered in a Estimator Profile, the Promise updates will be rejected as invalid. If incorrect:
- Correct the Estimator Employee Record.
- Reopen the affected workfile(s) and re-select the appropriate Estimator and Save/Close the workfile.
- Click the Refresh button on the workfile list. The files should now successfully pass through to CCC UpdatePlus.
2. UpdatePlus filters do not Match
Verify that data sharing is enabled for the Insurance Company listed in the workfile, and that the Payer Type listed in the workfile is configured to send status updates.
Fully configuring and using CCC UpdatePlus is covered in article 7292 - CCC UpdatePlus - CSI / Repair Status Setup and Usage.
3. Vehicle In and/or Dates are older than 180 days
If the Vehicle In / Date In is older than 180 days, CCC UpdatePlus will not process any further updates. Exception: If the Vehicle In milestone is cancelled, proceed to resolution D.
4. Work Canceled
If the vehicle was not repaired, the Vehicle In date event can be voided to put Promise job into a Canceled status.
IMPORTANT: Cancelling Promise Jobs in the following manner should only be done if the repairs were never completed at your shop.
To mark a Promise Job as Canceled (and remove from reports):
- CCC Estimating ONLY accounts: Undo/void the Vehicle In event, then Save the workfile.
- CCC Repair Workflow accounts: Un-do/uncheck the Vehicle In milestone on the Repair Plan tab, then Save the workfile.
5. Total Loss Workfile
Total Loss files can be handled by marking the workfile as a Total Loss.
- CCC Estimating ONLY accounts: On the Vehicle tab of the workfile, set the Primary Point of Impact to 15. NOTE: some insurance carriers have this point of impact disabled.
- CCC Repair Workflow accounts: On the Estimate tab of the workfile, set the Repair Status to Total Loss. This option is available under the Edit menu. NOTE: the estimate or supplement must be locked before converting the workfile to total loss.
6. Event Dates and/or Times not Logical
Verify the dates and times entered are in logical order. If events are completed all at one time, the Promise will be opted out. Best practice is to make sure the events are entered when they occur.
A common mistake is the Date Delivered / Promised event. When originally entered, this is the Promise Date. When you deliver the vehicle and complete this event, it acts as Date Delivered and MUST come AFTER the Repairs Completed event.
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Event Terminology Variations
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CCC Estimating Repair Status
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CCC Estimating Event History
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CCC Repair Workflow
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Promise
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Promise Date
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Promise / Vehicle Out (Original entry)
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Vehicle In
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Vehicle Drop Off Date
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Vehicle In
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Repairs Started
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Repair Work Started
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Repairs Started
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Repairs Completed
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Repair Work Completed
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Repairs Completed
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Vehicle Out
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Vehicle Pick Up/Return Date
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Vehicle Out
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