FR-2026-48291
Meridian Field Services LLC· +16145550100·MFS-2024-011(BA-AUTO)·Adjuster Tina Alvarez
- Intake
- Verify
- Assess
- Resolve
- Closed
Unit MFS-0847 sustained left-front impact on 08/10/2026 at Sawmill Rd and Henderson Ave in Columbus, OH when a southbound Honda Accord turned left across its northbound path; the unit is not drivable and has been towed. Two exposures remain open with no reserves or payments yet. Repair shop drop-off has been rescheduled and a callback to claimant Danielle Ortiz is pending. Two emails await adjuster approval.
Pending approvals. Review and approve in the action tracker below.
Action Tracker
Pending approvals (2)
Send email — RE: Drop-off reschedule request — unit MFS-0847, claim FR-2026-48291
Rationale: Shop couldn't do 12:00 PM but Marcus agreed to the 2:00 PM alternative on the AI call; need written confirmation from Precision before moving dropoff_scheduled_time and texting the driver.
Send email — Rep task — Danielle Ortiz asked about liability, callback promised in 10 min (FR-2026-48291)
Rationale: Ortiz asked about fault and the intake agent promised a 10-minute callback; this is a liability conversation that must be handled by the human rep, not the platform.
Activity (76)
S4 highlightedSend email — Rep task — Danielle Ortiz asked about liability, callback promised in 10 min (FR-2026-48291)
Ortiz asked about fault and the intake agent promised a 10-minute callback; this is a liability conversation that must be handled by the human rep, not the platform.
Email to Precision Fleet Collision: RE: Drop-off reschedule request — unit MFS-0847, claim FR-2026-48291 (demo-routed)
If Precision goes quiet overnight, chase tomorrow morning so the driver has a confirmed time well before Monday.
Sam — still need written confirmation that 2:00 PM Monday Aug 17 works for the MFS-0847 drop-off. Marcus is holding on that time. Claim FR-2026-48291.
Scheduled EMAIL to Precision Fleet Collision (Repair Shop)
If Precision goes quiet overnight, chase tomorrow morning so the driver has a confirmed time well before Monday.
Sam — still need written confirmation that 2:00 PM Monday Aug 17 works for the MFS-0847 drop-off. Marcus is holding on that time. Claim FR-2026-48291.
Send email — RE: Drop-off reschedule request — unit MFS-0847, claim FR-2026-48291
Shop couldn't do 12:00 PM but Marcus agreed to the 2:00 PM alternative on the AI call; need written confirmation from Precision before moving dropoff_scheduled_time and texting the driver.
Outbound call to Marcus Webb (demo-routed)
Adjuster-initiated AI call: "Tell marcus that shop can't do 12 but they can do 2pm. does that work?"
We're calling Marcus Webb to follow up on his drop-off reschedule request for unit MFS-0847. Precision Fleet Collision cannot accommodate 12:00 PM but can do…
SMS to Marcus Webb (demo-routed)
hey were' working on finding a new time for you. hang tight.
Email to Precision Fleet Collision: RE: Drop-off reschedule request — unit MFS-0847, claim FR-2026-48291 (demo-routed)
If the shop goes quiet, chase tomorrow morning — the driver needs an answer before Monday.
Sam — chasing confirmation on the drop-off move for MFS-0847 to Monday Aug 17, 12:00 PM. Marcus needs to know by end of day so he can plan his weekend. Claim FR-2026-48291.
Scheduled EMAIL to Precision Fleet Collision (Repair Shop)
If the shop goes quiet, chase tomorrow morning — the driver needs an answer before Monday.
Sam — chasing confirmation on the drop-off move for MFS-0847 to Monday Aug 17, 12:00 PM. Marcus needs to know by end of day so he can plan his weekend. Clai…
Send SMS — Marcus Webb (Client Driver)
Driver's playbook says: tell him it's with the shop so he doesn't have to chase; new SMS thread topic, so lead with reference to the call.
Email to Precision Fleet Collision: Drop-off reschedule request — unit MFS-0847, claim FR-2026-48291 (demo-routed)
Driver has requested a new drop-off time; shop needs to confirm before I can move dropoff_scheduled_time and tell the driver.
Sam — Marcus Webb has asked to move the drop-off for unit MFS-0847 from Monday Aug 17, 7:30 AM to Monday Aug 17, 12:00 PM. Please confirm 12:00 PM works, or offer the nearest alternative on Monday…
Driver asked to move drop-off to Monday August 17, twelve o'clock
Marcus Webb called in and cannot make the booked drop-off (Monday Aug 17, 7:30 AM). Requested instead: Monday August 17, twelve o'clock. Next step: ask Precision Fleet Collision to confirm the new time, then text the driver the confirmed slot.
Email Rachel Kim — weekly status update
Rolling weekly, re-armed for the week of Aug 21. Merges with any approval chase that falls due the same morning. Cadence: weekly.
Rental confirmed — VCR-20817
Rental confirmation tagged
doc_version: Original doc_reference_number: VCR-20817 doc_issuer: Velocity Commercial Rentals doc_vehicle_match: 2024 Ford Transit 250, unit V-1187 — class match to MFS-0847 doc_effective_date: 2026-08-14
Drop-off + rental logistics to driver
Replacement van booked with Velocity
Program rule satisfied — repair projects at 9 business days, over the 3-day threshold. Could not be booked before approval because the duration is tied to the DTR.
Email Precision — chase teardown confirmation (milestone 2 of 3)
Email Precision — confirm OEM headlamp is on hand
OEM headlamp assembly must be on hand before Monday or the DTR slips from day one.
Email Precision — chase arrival confirmation (milestone 1 of 3)
Email Precision — chase completion against the DTR (milestone 3 of 3)
9 business days from Monday Aug 17. Silence against this date is what the mid-repair chase measures. Cadence: tracked against the DTR.
PO / authorization sent to shop
Approval record logged
doc_version: Original doc_reference_number: PFC-26-2214 doc_issuer: Fleet Response doc_total_amount: 8940.55 doc_effective_date: 2026-08-14
Client approved the estimate
Call Greg Foster (Lakeshore) — walk through the arrow discrepancy
Recommend a call to the adverse adjuster on the arrow discrepancy. PREPARED BRIEF — the arrow discrepancy • Their insured states a protected green arrow, southbound Sawmill Rd turning left onto Henderson Ave. • City signal configuration at this intersection is a PERMISSIVE left. There is no protected arrow phase southbound. (Columbus DPS signal inventory, Sawmill/Henderson.) • Independent witness (A. Pierce, NE corner, no relationship to either party) places through traffic on green and states he saw no arrow. His pedestrian walk phase for crossing Sawmill had just activated — which is the basis for the signal state, not an impression. • Crash report 26-081042 cites their insured under ORC 4511.42, failure to yield on a left turn. • Our driver's recorded statement is consistent with both on sequence, signal state and speed. Suggested ask: their position after they have reviewed the report and the witness account, and whether they want the evidence package. Do NOT concede anything on downtime or rental in this call — those are recoverable and not yet quantified.
Liability dispute classified — no automated reply sent
Scope boundary. The platform will not characterise fault to another carrier.
Inbound correspondence classified as a liability dispute with a reservation of rights. No substantive reply has been drafted or sent, and none will be: arguing the facts with an adverse carrier is a rep conversation. Adverse carrier claim number recorded. Rep task raised with a prepared brief.
ROR letter tagged
doc_version: Original doc_reference_number: LKM-26-77415 doc_issuer: Lakeshore Mutual Insurance doc_author: Greg Foster doc_effective_date: 2026-08-14
Reservation of rights received from Lakeshore Mutual
Approval chase #1 — Rachel Kim
Approval requested yesterday 3:20 PM, no reply. First attempt, with the reason it is urgent.
Attempt 1 against the open expectation "client_approval".
Email Velocity — book the replacement van (held until approval)
Program requires a replacement vehicle over 3 repair days, and the estimate projects 9. Cannot be booked until the estimate is approved, because the reservation duration is tied to the DTR.
Email Rachel Kim — chase sign-off on the $8,940.55 estimate
Sign-off on $8,940.55 with OEM parts. First chase tomorrow morning, then every 1–3 days. Nothing downstream — no PO, no rental, no drop-off date — can move until this lands. Cadence: next morning, then every 1–3 days.
Client approval request — over threshold
$8,940.55 is over the $7,500.00 program threshold, so the shop cannot be authorised without the fleet manager's sign-off.
Adjuster reviewed estimate — recommends REPAIR
Reviewed PFC-26-2214 in full. Recommendation: REPAIR, with an OEM headlamp assembly per the fleet program (unit is under 4 model years). Note: "OEM per MFS program."
Receipt acknowledgment to shop
Review estimate PFC-26-2214 — adjuster only
Content review is human by design. The task exists so the handoff is visible, not implied.
Estimate PFC-26-2214 is on file at $8,940.55 over 9 business days. Line-item review, parts strategy and the repair-versus-replace call are the adjuster's. The platform has recorded what this document IS and nothing about what it says.
Estimate received + tagged (metadata only)
doc_version: Original doc_reference_number: PFC-26-2214 doc_issuer: Precision Fleet Collision doc_author: S. Delgado doc_vehicle_match: MFS-0847 / VIN confirmed doc_total_amount: 8940.55 doc_projected_duration_days: 9 doc_effective_date: 2026-08-13
Estimate chase #1 — Precision Fleet Collision
Estimate requested Wednesday 3:30 PM and not received. First attempt on the 1–3 day cadence.
Attempt 1 against the open expectation "shop_estimate".
Client update — statements complete, report received
Assignment package + estimate requested
Vehicle is on the lot, so the estimate expectation opens with a 1–3 day chase cadence.
Flag — claimant account conflicts with report and witness
Three sources of the same fact disagree. Surfacing the disagreement is metadata work; resolving it is not.
The claimant's account (protected green arrow, southbound left) does not agree with the crash report or the witness statement. Cross-reference only: report 26-081042 records a citation to Ortiz under ORC 4511.42, and the witness places the through traffic on green with no turn arrow at that intersection. Raised for adjuster review. No liability position has been recorded and none will be by the platform.
Police report received + tagged
doc_version: Original doc_reference_number: 26-081042 doc_issuer: Columbus Division of Police doc_vehicle_match: MFS-0847 / VIN confirmed — both parties matched to claim doc_effective_date: 2026-08-10
Police report requested
Attempt 1 against the open expectation "police_report".
Witness statement structured and filed
doc_version: Original doc_issuer: Fleet Response doc_author: Alan Pierce (witness) doc_effective_date: 2026-08-11
SMS from party — MFS-0847
Witness contact — question 3 of 3
SMS from party — MFS-0847
Witness contact — question 2 of 3
SMS from party — MFS-0847
Witness contact — question 1 of 3
Claim reference confirmed to the adverse driver in writing
She asked for email. A reference she can quote is the difference between her reaching the right file next time and starting again from her registration plate.
Claimant contact summary filed
doc_version: Original doc_issuer: Fleet Response doc_author: Danielle Ortiz (account of) doc_effective_date: 2026-08-11
Third-party contact call — Danielle Ortiz
Her account on the record early, before it hardens through her carrier. Fault deliberately not discussed — the police report is not back yet and it is not ours to characterise.
Tow-in confirmed by shop
Statement transcript + structured summary filed
doc_version: Original doc_issuer: Fleet Response doc_author: Marcus Webb (deponent) doc_vehicle_match: MFS-0847 — driver of record doc_effective_date: 2026-08-11
Post-statement recap to driver
Recorded statement — Marcus Webb (10:12)
Program requires the driver statement within 48 hours of loss. Taken at 26 hours.
Driver picked a statement window
Statement scheduling — three options offered
Attempt 1 against the open expectation "driver_statement".
Text Marcus Webb — offer recorded statement times
Program requires a recorded statement within 48 hours of loss. Scheduling SMS goes out tomorrow morning with time options. Cadence: once, then daily until booked.
Day-one expectations scheduled (6)
Every open expectation on the claim now has a next-run time and a cadence: driver statement, police report, claimant contact, witness contact, shop possession, shop estimate.
Email Lakeshore Mutual — chase claim number and adjuster
Their claim number and assigned adjuster. Opened by the 2:30 PM notification of loss. Cadence: every 3 days.
Email Precision — chase the repair estimate
Opens once the vehicle arrives. Chased every 1–3 days thereafter — the client's own stated cadence. Cadence: every 1–3 days once the vehicle is at the shop.
Email Precision — confirm tow-in and possession of MFS-0847
Not drivable, so possession is the gate on everything downstream — no estimate can be written until the unit is on the lot. Cadence: within 24h of assignment.
Text Alan Pierce — take the witness account
Alan Pierce, named by the driver and on the crash report. SMS — he offered his mobile at scene.
Call Danielle Ortiz — take the adverse driver's account
Capture her account and her damage. Neutral tone; fault is not discussed and no estimate is requested yet.
Email Columbus PD records — request crash report 26-081042
Records request to Columbus Division of Police. Fee authorization is on file. Cadence: every 2 days until received.
Formal notification of loss to adverse carrier
Notice only — no facts characterised, no liability asserted. Opens the acknowledgment expectation so the carrier going quiet becomes visible.
Photo evidence log created
doc_version: Original doc_issuer: Fleet Response doc_vehicle_match: MFS-0847 — scene photos, both vehicles and intersection doc_effective_date: 2026-08-10
Receipt confirmation to driver
Driver sent photos + report number
Claim-opened notification to client
Program rule: same-day new-claim notice to the fleet manager.
Text Marcus Webb — chase photos, report number and licence
Opened by the acknowledgment SMS. Chased tomorrow morning if nothing arrives today. Cadence: daily until received.
Driver acknowledgment + document requests
First contact doubles as the document request so he only has to pick up his phone once. Injury question first — everything else is secondary if the answer changes.
Loss notice generated and filed
Formal loss notice generated on program MFS-2024-011 and filed to the claim. Client copy goes out with the claim-opened notification.
Program in force at loss — MFS-2024-011
Self-insured program: the question is whether the unit was scheduled and the program active on the date of loss, not whether a coverage was purchased.
Unit MFS-0847 on the schedule, program active 01/01/2026–12/31/2026, loss date 08/10/2026 inside the term. Physical damage and loss-of-use both in force.
Shop assignment sent on save
Vehicle is not drivable and a network shop is assigned on save, so the shop is told before anything else — their tow window starts now, not after we finish gathering photos.
Program profile attached to claim
doc_version: Original doc_reference_number: MFS-2024-011 doc_issuer: Fleet Response doc_effective_date: 2026-01-01
Claim Data
Reserves
$0
Paid
$0
Recovered
$0
Days open
4
Phase
Resolution
Status
Open
Exposures
2 open · 2 total
At a glance
- Claim #
- FR-2026-48291
- Cause of loss
- Collision
- Date of loss
- Aug 10, 2026
- Reported
- Aug 10, 2026
- Loss location
- Sawmill Rd at Henderson Ave Columbus, OH 43220
- Severity
- Moderate
- Jurisdiction
- Franklin, OH
- Policy
- MFS-2024-011
- Form
- BA-AUTO
- Insured
- Meridian Field Services LLC
- Adjuster
- Tina Alvarez
- Inspector
- Not assigned
- Policy verified
- ✓ In force
- Inspection
- Not started
Policy in force at loss
VerifiedProgram MFS-2024-011 active on 08/10/2026 and unit MFS-0847 on the schedule. Physical damage and loss-of-use both in force.
Verified Aug 10 · Symphony Agent
Communication Hub
Danielle Ortiz
+16145550308 · d.ortiz@example-demo.comPrefers email
Voice call · 268s
Account captured. She states a protected green arrow. Damage to passenger-side doors and B-pillar; vehicle drivable; no injuries; no passengers. Carrier Lakeshore Mutual, policy LM-4471820. No estimate obtained yet. Prefers email. Fault not discussed. 6 fields captured.
Transcript
Agent: Ms. Ortiz, this is Fleet Response — we administer claims for the owner of the van involved in yesterday morning's accident at Sawmill and Henderson. I'm calling to take down your side of it and check whether you're all right. Is now a reasonable time? Caller: Yes, that's fine. Agent: First — were you hurt at all? Caller: No. Shaken, but no. Agent: Anyone else in the car? Caller: No, just me. Agent: Can you tell me what happened, in your own words? Caller: I was southbound on Sawmill turning left onto Henderson. I had the arrow. I started my turn and the van came through and hit me on the passenger side. Agent: When you say the arrow — Caller: The green arrow, for the left turn. Agent: Understood, thank you. I'm noting that as your account. Where is the damage on your car? Caller: Both doors on the passenger side, and the pillar between them is pushed in. The doors still open. Agent: Is the car drivable? Caller: Yes, I drove it home and I've been driving it. Agent: Have you had it looked at, or got an estimate? Caller: Not yet. Agent: And your insurance? Caller: Lakeshore Mutual. I have the policy number here — LM-4471820. Agent: Thank you. Last thing — for anything further, do you prefer phone or email? Caller: Email is easier. Agent: I'll use email then. Thank you for your time, Ms. Ortiz.
Your claim reference — FR-2026-48291
Ms. Ortiz, Thank you for your time on the phone this afternoon. As promised, here are the details in writing. Our reference for this matter is FR-2026-48291. Please quote it if you contact us. We have notified Lakeshore Mutual, your insurer, and they will handle the repair of your vehicle in the normal way. There is nothing you need to do about that with us. If you would prefer to claim the damage directly rather than through your own insurer, reply to this email with a repair estimate or invoice and we will take it from there. That is entirely your choice. Fleet Response Claim FR-2026-48291
Voice call · 184s
Transcript
Agent: Thanks for calling Symphony claims. This is Jenny speaking; how can I help?
Caller: Hi. I I'm calling in I think you guys have my claim you're working on. I just had some questions on it.
Agent: Of course — can I take your name?
Caller: My name is Daniel.
Agent: Thank you, Daniel. And do you have the claim reference from our email? It starts F R.
Caller: Yeah. It's f r dash two zero two six dash four eight two nine one.
Agent: Let me
Caller: {"found":false,"reason":"name_does_not_match","say":"The name doesn't match the third party on that claim. Ask them to confirm their full name as it would appear on their insurance. Do NOT tell them whose name is on the file, and do NOT read out any claim details. If it still doesn't match, take a message for the claim rep and end the call politely."}
Agent: look that up for you now.Could you please confirm your full name exactly as it appears on your insurance policy?
Caller: Danielle Ortiz.
Agent: Thank you for
Caller: {"found":true,"today":"2026-10-22","caller_on_file":"Danielle Ortiz","caller_stated_name":"Danielle Ortiz","verified_on":"name + claim number","claim_number":"FR-2026-48291","claim_number_spoken":"F R dash 2 0 2 6 dash 4 8 2 9 1","date_of_accident":"2026-08-10","claim_rep":{"name":"Tina Alvarez"},"your_vehicle":{"description":"2019 Honda Accord","as_you_described_it":"Damage to the passenger-side doors and the pillar between them; vehicle drivable."},"your_carrier":{"name":"Lakeshore Mutual","policy_number":"LM-4471820","note":"Your own carrier handles the repair of your vehicle. That is the normal route and it does not affect anything else."},"carrier_contact":{"notified":true,"acknowledged":true,"note":"We have notified your carrier and they have acknowledged and opened a file."},"how_to_send_documents":"If you would rather claim directly with us than through your own carrier, reply to our email with a repair estimate or invoice attached. Either route is your choice.","out_of_scope":"This payload deliberately contains nothing about fault, the police report, the citation, the witness, the other driver, or any cost. If the caller raises any of those, or asks a declined question twice, call transfer_to_claim_rep immediately. Do not answer first and do not soften."}
Agent: confirming. Let me check that for you now.Thanks, Ms. Ortiz — I have the file here. What can I help you with?
Caller: Yeah. I wanted to make sure. I'm not gonna be held at fault for this. Right? I don't think it was my fault.
Agent: I can't discuss liability on this call, I'm afraid. I can put you through to the claim rep who can help — would you like me to do that?
Caller: Yeah. Sure, please.
Agent: Putting you through now.
Caller: Okay. Non call is o can accept. I mean, how to place Got Danielle Ortiz on the line. She's the third party. The claim is f r twenty twenty six four eight two nine one. She asked, quote, I'm not gonna be held at fault for this. Right? I don't think it was my fault. Want me to put her through? What else did you Earlier in the call, she just wanted to check on her claim and confirm Not upset or angry. Okay. Well, I'm
Caller: ten
Caller: {"status":"Transfer cancelled.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly."}
Caller: minutes.
Agent: I'm sorry, I wasn't able to reach the claim rep just now. I can have them call you back within the next ten minutes. Could you please confirm the best number for them to reach you on?
Caller: Yeah. They can call me at six seven eight seven five three five six seven eight.
Agent: Thank you, Ms. Ortiz. I’ve noted your number as 678-753-5678. The claim rep will call you back within the next ten minutes to discuss your question. Is there anything else I can help you with while you’re on the line?
Caller: No. You. Goodbye. Voice call · 62s
Call with the claim rep, warm-transferred from the claims line after the caller asked about liability.
Transcript
Caller: I've got Danielle Ortiz on the line, she's the third party. The claim is fr 202648291. She asked quote, I'm not going to be held at fault for this, right? I don't think it was my fault. Want me to put her through Rep: Um no. Don't put her through yet. I'm just trying to. So what else did she say? Caller: Earlier in the call she just wanted to check on her claim and confirmed she wouldn't be held at fault. That's the only thing she's asked about so far. Want me to have her call back or take a message? Rep: Um, what did you did you say anything? Caller: I told her I couldn't discuss liability on this call and offered to transfer her, to the claim rep. Nothing else was said about fault. Caller: I'll have. Rep: Okay, um, and kind of upset or what. Caller: She sounded calm maybe a bit concerned, but not upset or angry. Rep: Okay, um well I'm kind of busy. So can you just tell her that I will call her back in 10 minutes? Caller: I'll let her know you'll call her back in about 10 minutes.
Voice call
Warm transfer to the claim rep was not answered (no-answer). The caller asked to be put through about liability and was promised a callback.
Transcript
Caller: How old is she? Rep: I'm sorry I wasn't able to reach the claim rep just now, they'll call you back today on this number.
Voice call
Warm transfer to the claim rep was not answered (no-answer). The caller asked to be put through about liability and was promised a callback.
Transcript
Caller: I'm sorry. Rep: I'm sorry I wasn't able to reach the claim rep just now, they'll call you back today on this number.
Voice call
Warm transfer to the claim rep was not answered (no-answer). The caller asked to be put through about liability and was promised a callback.
Transcript
Caller: I'm sorry, I was Rep: I'm sorry I wasn't able to reach the claim rep just now, they'll call you back today on this number.
Documents
08_Velocity_Rental_Confirmation_VCR-20817.pdf
rental confirmation · 1 page
Source Submission
This claim was created directly, without a prior intake submission.
No linked submission
Claims created without going through intake have no source record.