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Presented by: Robbie HubballGary Woodcock Big enough to deliver| small enough to care
IntroductionsIndex
Complete Turn Key Solutions
Current claims process
Blyth Group claims process
Blyth Group service
Service Level Agreement
Benefits and Value
Delivery
Case studies (6)
The way forward
Insurance
Drying Company
Building Company
Policyholder
No Communication
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Current Claims ProcessPoor Communication
“Cradle-to-Grave” claims running at increased levels (days)
Average price per claim increased due to time delays.....drying times, strip out works
Policyholder meeting several contractors......in some cases four/five different suppliers
Drying Companies and Builders having “no communication/ joint problem solving
Current suppliers involved on an insurance claim:-
Loss Adjuster (Internal or external source)
Drying Company (Dehumidification)
Building Company (Strip-out, Re-instatement works)
Floor Contractor (New carpet and contents restoration)
Asbestos Testing and Removal (Testing and Removal to HSE guidelines)
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Current Claims ProcessContinued ..
PolicyholderAim:- Reduce “cradle-to-
grave” claim time and provide a one contact service for the
customer
Insurance/Claim Manager
Site visit, works started
Dedicated key contact personnel, via telephone contact, email etc.
Authorisation to commence required works
Claim complete
Works already in place to mitigate loss and reducing claim time frameWorks being carried
out by one contractor to speed up claim process
Claim complete, reduced claim time, and one invoice
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Our Claims ProcessComplete Turn Key Solution
“Cradle-to-Grave” time frame reduced due to one contractor overseeing claim.
Average price per claim reduced, no hidden sub-contractor costs/mark up.
Policyholder having a “single point of contact” for issues with the claim.
No “days without work on-site” as part drying certificates issued.
One supplier involved on an insurance claim:- Blyth Group:- “Turn Key Solution.” Lower invoice value of average claim. Significantly reduced “cradle-to-grave time frames. Higher Customer retention levels due to this service.
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Our Claims Process Continued …
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Our ServiceCustomer Centric
Full Project Management of Domestic and Commercial Claims (Fire, Flood, Accidental damage)
Specialist Fire and Flood Damage Mitigation Services.
24hours 365 days a year “Emergency” Call out Services.
Claim Validation and Repudiation/Fraud Investigation
Leak Detection and Thermography (Roof Inspections, Trace and Access)
Full Domestic and Commercial Contents Replacement/Restoration
Full re-instatement works to Domestic and Commercial Customers.
Moisture Surveys and Reports.
Speed/Force Dehumidification Services.
Claim Type: Accidental Damage / E.O.W / StormStage Value Life Cycle1. £500 - £5000 30 Working Days (Point of Approval)2. £5000 - £15000 35 Working Days (Point of Approval)3. £15000 - £25000 45 Working Days (Point of Approval)4. £25000 Upwards CDM Requirements Job Specific
Claim Type: Fire Claim DamageStage Value Life Cycle1. £500 - £5000 35 Working Days (Point of Approval)2. £5000 - £15000 40 Working Days (Point of Approval)3. £15000 - £25000 50 Working Days (Point of Approval)4. £25000 Upwards CDM Requirements Job SpecificNote:- At present one insurance company is running at 55-60 days for an average claim of £2000 using their current supply management process.
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Service Level AgreementFrom point of approval
Actions:- SLA Indicators-Non Emergency
SLA Indicators-Emergency
Initial contact 2 Hours 2hrsSurvey Visit 48 Hours 4hrsReport & Estimate 48 Hours 24hrsCommencement of Strip out Works 5 Working Days 3 Working DaysCommencement of Reinstatement Works 10 Working Days 5 Working Days This then links into the previous tables regarding WIP
Main contacts:
Office 8.00 am to 5.00 pm Monday to Friday: telephone | 01902-745-362
24 Hour contact:[email protected] mobile | [email protected] Mobile | 07813-204-579
Note:- Once new instruction has been received following site visit, emergency works will be carried out to mitigate loss and prevent secondary term damage.
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Service Level AgreementContinued …
The complete turn key solution!
Over 25 years partnership experience with Industry qualifications All Claims and Property Services as one provider No delays Fixed pricing structure Customer satisfaction and peace of mind guaranteed Consistency No conflicting interests Audit transparency Accountability Local yet providing regional coverage. “You can just leave it to us!”
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Benefits and ValueBrand
Our priority is to return the affected property to its pre-incident condition as quickly as possible, efficiently, effectively and with the least disruption for the customer; minimizing secondary damage.
We constantly monitor customer satisfaction in order to analyze the feedback and check if we are achieving our “Vision”. We continuously look to proactively improve our processes and the quality of our service delivery, to develop ‘market leader’ status.
We manage each case whatever the size sympathetically and individually. Awarding the personal touch during what can be a most traumatic event, this sets us apart and delivers you; policy retention, customer satisfaction and opportunity to increase your customer base.
We believe this will reduce claim value and increase policy renewal.
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Delivery and Re-assuranceOur vision
SummaryWe received an instruction from a UK leading insurance company, following conversation with the loss adjuster he advised that the claim had been on going for four months and requested we visited and advised how he could rectify the problem.
Information provided2nd March | Claim registered, E.O.W from pipe causing water damage to kitchen and rear bathroom.14th March | Drying company visited and installed 1x Dehumifider and 1x AirmoverBuilder visited and carried out strip-out works at the request of the drying company9th May | Drying certificate issued declaring property dry.May | Builder started re-instatement and stopped worked due to visible moisture on plaster.16th June | Drying company re-visits and confirms further drying required as in-correct drying programme.20th July | New Drying certificate issued, with exclusions as drying company advised that roof was leaking causing high moisture readings.
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Case Study
Our involvement Following receiving the instruction we visited the property and carried out a full moisture survey, along with thermography to complete a full report. Our findings confirmed that leak had caused damage to the Damp proof coursing and the roof was not affecting the claim or drying certificate.
Works carried out23rd August | Installed drying equipment on day of inspection to “speed dry” property (mitigate any further loss in time to the claim)24th August | full scope and cost sent to Loss Adjuster (authorisation received that afternoon)31st August | Completed moisture visit & declared property dry with in-depth Relative Humidity readings
(in-line with PAS 64, BDMA and British Standard Guidelines)
1st September | Re-instatement works commenced.11th September | Full works completed and invoiced.
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Case Study
Due to the current claims process the loss adjuster had to pay for temporary accommodation for three months, when this work was not required due to incorrect drying programme and misdiagnosis of the claim
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Case Study
Moisture Map
SummaryWe received an instruction from a UK leading insurance company loss adjuster, following conversation with the loss adjuster he advised that the claim had been on going for 12 months and requested we visited and advised how he could rectify the problem.
Information provided14th October 2012 | Claim registeredDecember 2012 | Drying company visited and installed refrigerant dehumidifiers in Builder visited and carried out strip-out works at the request of the drying company,20th January 2013 | Drying company declared property dry and drying certificate issued 2013. 24th March 2013 | reinstatement works commenced and finished Mid-April 2013.October 2013 | Policyholder contacted loss adjuster in to inform solid oak flooring was lifting.27th October 2013 | Building contractor re-visits and uplifts flooring at request of loss adjuster 5th November 2013 | Drying company re-visits and says property is dry, and damage not related to them.
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Case Study
Our involvementFollowing receiving the instruction we visited the property and carried out a full moisture survey, along with thermography to complete a full report. Our findings/readings confirmed that the concrete foundation had not been dried correctly following the flash flood. We completed in-depth RH (Relative Humidity) readings to the floor to confirm our findings
Works carried out7th November | Installed drying equipment on day of inspection to “speed dry” property, desiccant dehumidifiers and turbo air movers.14th November | moisture visit, check levels and inform @5days further drying19th November | moisture visit, humidity readings (in-line with PAS 64, BDMA and British Standard Guidelines) Property declared dry.20th November | New solid oak flooring installed to acclimatise for 14 days.4th December | re-instatement work started.19th December | Full works completed and invoiced.
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Case Study
This claim had to be resolved before Christmas, policyholder threatened legal action if not resolved before this time. Our claims process completed this work in the required time scale. Due to misdiagnosis of claim, insurance company claimed cost back from drying company at £7000 +VAT.
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Case Study
Now
3 Months
6-9 Months
The Partnership to deliver your Turn Key Solution
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The Way ForwardWith Blyth Group
Thank you – Questions Please
