CERT #2 EXAM QUESTIONS WITH CORRECT ANSWERS LATEST UPDATE 2025/2026
Universal underwriting and guidelines? - Answers Rules/Policy EVERYONE in the company
needs to follows to rent a car to customer.
Guidelines:
Valid DL, Debit/Credit card with chip in renters name, 2 forms of contact, homeaddress
verification, etc
Renter verify? - Answers 3rd party system which verifies customers information with DL info
and home address on file.
What to do when it returns a grey dot? - Answers Grey dot we if using debit card we would need
to cash qual which requires 2 utility bills, paystubs, or bank statement within past 30 days w no
balance owed, 3 references, current employer, reasoning for renting and amt time living at
address on file
What to do if customer calls to extend rental? - Answers Look up account, ask what day they
want too extend till, give price and confirm ok to run pymt w card on file, notate conversation in
callback notes
What do you do if when typing up ticket notified customer is in a car already ? - Answers Retail
customers can only have one vehicle at a time
Corporate accounts maybe have more than one at a time
Contact risk for any other request
What to do if renter request ADA vehicle? What step do you take when vehicle arrives and
returns? Which service center handles your region? - Answers Refer customer to ADA hotline for
specific handles, when vehicle arrives have an authorized person inspect vehicle has correct
handles, when vehicle returns request drives and have authorized person inspect vehicle came
back in same condition. Regional office services our region
Someone with disability prevents them from having a DL can we rent to them? If so what's the
procedure? - Answers Yes we can rent to someone with a disability as long as they have a
surrogate driver. The surrogate driver needs to quality like every other renter
Guidelines for 12-15 passenger vans? - Answers - must be 25 years or old
- must be on a major CC
- can not operate in Canada
- can not be used for k-12 transportation
, Red flags to to identify fraudulent rental? - Answers - covering face
-booking same day
-getting most expensive vehicle and adding all protections
- renting during our busiest times
Group 32 call back plan? - Answers Day 1 PD: call/text/email renter
Day 2 PD: call/txt/email and do drive by
Day 3 PD: notify arm, then arm tries to reach out to renter
Day 4 PD: arm approves conversion, sends to risk manager
What is a conversion? - Answers Losing CONTROL of a rental
Start to finish process of a conversion? - Answers
What makes an accurate VX? - Answers - take images when creating LDR
- providing an accurate damage description if unable to provide images
- collecting as much information as possible such as:facts of loss, renter information if no dw,
3rd party info, police report, collision ded, etc.
-shop car IMMEDIATELY
How does an accurate VX impact LPC? - Answers Accurate VX impacts LPC because it helps
the DRU investigate the claim and provides them the best opportunity to collect on loss
therefore reducing LPC (LOSS PER CAR)
Difference between preventable and non-preventable loss? - Answers Non-Preventable loss is
following everything before,during and after rental such as:
Renter verify, proper underwriting, timely callbacks and if vehicle had damage that we VX.
Preventable loss is when we missed on either, checking in, during rental or after rental.
Negligent Entrustment - Answers Renting vehicle to someone who is incapable of driving vehicle
safely
Examples of Negligent entrustment - Answers -expired DL
-someone who is intoxicated
What is false arrest and how may it happen at enterprise? - Answers Customer getting arrested
wrongfully
Universal underwriting and guidelines? - Answers Rules/Policy EVERYONE in the company
needs to follows to rent a car to customer.
Guidelines:
Valid DL, Debit/Credit card with chip in renters name, 2 forms of contact, homeaddress
verification, etc
Renter verify? - Answers 3rd party system which verifies customers information with DL info
and home address on file.
What to do when it returns a grey dot? - Answers Grey dot we if using debit card we would need
to cash qual which requires 2 utility bills, paystubs, or bank statement within past 30 days w no
balance owed, 3 references, current employer, reasoning for renting and amt time living at
address on file
What to do if customer calls to extend rental? - Answers Look up account, ask what day they
want too extend till, give price and confirm ok to run pymt w card on file, notate conversation in
callback notes
What do you do if when typing up ticket notified customer is in a car already ? - Answers Retail
customers can only have one vehicle at a time
Corporate accounts maybe have more than one at a time
Contact risk for any other request
What to do if renter request ADA vehicle? What step do you take when vehicle arrives and
returns? Which service center handles your region? - Answers Refer customer to ADA hotline for
specific handles, when vehicle arrives have an authorized person inspect vehicle has correct
handles, when vehicle returns request drives and have authorized person inspect vehicle came
back in same condition. Regional office services our region
Someone with disability prevents them from having a DL can we rent to them? If so what's the
procedure? - Answers Yes we can rent to someone with a disability as long as they have a
surrogate driver. The surrogate driver needs to quality like every other renter
Guidelines for 12-15 passenger vans? - Answers - must be 25 years or old
- must be on a major CC
- can not operate in Canada
- can not be used for k-12 transportation
, Red flags to to identify fraudulent rental? - Answers - covering face
-booking same day
-getting most expensive vehicle and adding all protections
- renting during our busiest times
Group 32 call back plan? - Answers Day 1 PD: call/text/email renter
Day 2 PD: call/txt/email and do drive by
Day 3 PD: notify arm, then arm tries to reach out to renter
Day 4 PD: arm approves conversion, sends to risk manager
What is a conversion? - Answers Losing CONTROL of a rental
Start to finish process of a conversion? - Answers
What makes an accurate VX? - Answers - take images when creating LDR
- providing an accurate damage description if unable to provide images
- collecting as much information as possible such as:facts of loss, renter information if no dw,
3rd party info, police report, collision ded, etc.
-shop car IMMEDIATELY
How does an accurate VX impact LPC? - Answers Accurate VX impacts LPC because it helps
the DRU investigate the claim and provides them the best opportunity to collect on loss
therefore reducing LPC (LOSS PER CAR)
Difference between preventable and non-preventable loss? - Answers Non-Preventable loss is
following everything before,during and after rental such as:
Renter verify, proper underwriting, timely callbacks and if vehicle had damage that we VX.
Preventable loss is when we missed on either, checking in, during rental or after rental.
Negligent Entrustment - Answers Renting vehicle to someone who is incapable of driving vehicle
safely
Examples of Negligent entrustment - Answers -expired DL
-someone who is intoxicated
What is false arrest and how may it happen at enterprise? - Answers Customer getting arrested
wrongfully
