UNDERWRITING PROPERTY INSPECTOR/SURVEYOR

CERTIFICATION

2016 SURVEYS FOR STATE FARM INSURANCE PERSONAL-LINES

• This guide is designed to provide a basic understanding of the QA Claims Property Inspection/Survey Program as well as our expectations in representing State Farm Insurance.

• The information contained in this manual is a product of Quality Assurance Adjusting Services, Inc. dba QA Claims. The guidelines, survey forms, and insurance policy language in this manual are the property of QA Claims, State Farm Insurance Company and Insurance Services Office (ISO). The material in this manual may not be used in any form without the permission of QA Claims, State Farm Insurance Company and Insurance Services Office (ISO).

TABLE OF CONTENTS

• Introduction ………………………………….. 4

• Customer Service …………………………… 5

• Inspections/Surveys……..…………………… 8

• Roof Identification………………………........ 13

• Construction Types…………………………… 27

• Electrical Panel Identification……………... 34

• Review of Digital App……………………….. 35

INTRODUCTION

• Quality Assurance Adjusting Services, Inc. dba QA Claims provides quality insurance underwriting surveys throughout the United States. Our time, service and attention to detail is the finest in the industry. Our surveys/inspections include data and information on a wide range of structures, such as residential, commercial and industrial buildings. All coverages are addressed, including Commercial General Liability, Property, Builders Risk, Contractors Liability and restaurant and apartment packages.

• QA Claims utilizes state of the art technology to ensure accuracy, save time, and reduce costs.

• Our inspection/survey team will represent QA Claims and its clients with the upmost professionalism and integrity.

CUSTOMER SERVICE AND EXPECTATIONS

• In a business built on promises, like ours, customer trust and a commitment to lawful and ethical business conduct are the keys to success.

• Protecting our outstanding reputation is a matter of the greatest importance for the policyholders, associates and communities that contribute to and benefit from our continued growth.

• Maintaining our valuable reputation requires each of us to deal fairly with our customers, suppliers and competitors as well as our fellow associates.

CUSTOMER SERVICE AND EXPECTATIONS

• The following are surveyor expectations when contacting State Farm customers and when onsite to complete a survey at the location address:

• Customer Contact:

• Customer (policyholder) will be contacted by QA Claims personnel at least one day prior to the planned survey time and only between the hours of 8:00 a.m. and 8:00 p.m., Monday through Saturday. Customer does not need to be present on exterior surveys. Successful contact includes:

- talking to customer by phone

- leaving message via voicemail or machine

• The surveyor will leave a message that includes the identification of surveyor (name and QA Claims), phone number for return call and timeframe the surveyor plans to complete the survey. Emails are not an accepted form of contact.

• Surveyor and or QA Claims will make three attempts to contact the policyholder prior to survey date. Surveyor will contact the agent for additional information if contact with the policyholder is unsuccessful. If obstacles, such as a locked gate, aggressive animal, or customer refusing access prevents the surveyor from completing the survey or if there is no response from the agent within two business days, the surveyor will return the survey as “unable to work”.

CUSTOMER SERVICE AND EXPECTATIONS• -

Making Presence Known:

• Before beginning the survey, surveyor must knock on the door to make at least one attempt to inform the customer of the surveyor’s presence. The property owner does not need to be present. If the property owner is not home, leave evidence that the on-site portion of the survey is complete. Business cards and door hangers will suffice.

Proper Identification:

• Surveyor must have proper appropriate identification (including photo) in his/her possession to validate the surveyor is performing on behalf of QA Claims.

When on Premises:

• Surveyor must avoid parking in a customer’s driveway or in a position which requires backing up. This will mitigate any potential property damage. If customer is on premises, surveyor should explain they are gathering data related to property and dwelling characteristics for an insurance survey. Please use the term “survey” instead of “inspection”. Surveyor will not take interior photos from the exterior unless documenting a liability concern or hazard. Interior photos may be taken only for solid fuel or high value surveys. Surveyors must not enter a residence unless an adult is present

INSPECTIONS/SURVEYS

• What is an Underwriting Survey/Inspection and why do carriers require them?

• Insurance is based on risk. When you purchase an insurance policy, the insurance company is taking on some of your risk. For example, if you own a home, you are exposed to risks. Some risks include exposure to certain hazards such as poorly maintained or neglected premises, swimming pools, trampolines, and non-trained pets. Having a homeowner policy means that if a covered loss occurs, the insurance company will pay for the resulting damages. By having a policy, your risk is lower.

• The insurance company makes up for the risk by charging premiums. If a company charges too little, it will lose money. If a company charges too much, it will lose business to its competition. An underwriter’s job is to make sure that insurance company charges just the right amount for the coverage it provides. An underwriting survey communicates the risk to the underwriter.

• The underwriting survey/inspection identifies hazards that will affect the risk analysis to the insurance company. The insurance company can then advise the policyholder to correct or remove the hazard, therefore lowering their risk. It is the job of the Surveyor/Inspector to accurately evaluate and record the potential hazard to the insurance company.

INSPECTIONS/SURVEYS - REPORTS1) Basic Property and Liability Form:

- Home Type

- Construction

- Foundation

- Roof

- Chimney, Gutters, Fascia, Decks, Railing, Detached Structures

- Glass

- Sidewalks

- Animals

- Swimming Pool

- Debris

2) Dwelling Characteristics:

- Stories, Foundation, Wall Finish, Garage, Property Slope

3) Supplements:

- Solid Fuel

- Fuel Oil Tank

- Wildfire

- Earthquake

- Landslide

4) High Value:

- 360 Value Calculations

5) Unable to Work

- Status, Contacts

INSPECTIONS/SURVEYSSURVEYOR REQUIREMENTS

PhotographsFront view – front corner angle (45 degrees)

Rear view – Opposing rear corner angle (45 degrees)

GPS location - front door (8 to 10’) capturing latitude and longitude, labeled “GPS Location”. This is the only photo requiring latitude and longitude. Latitude and longitude coordinates are to be represented as decimal numbers with six (6) digits after decimal.

Format: Precede South latitudes with a minus sign

Precede West longitudes with a minus sign

Roof – document condition

Electrical Service Entrance – 60 amp

Solid Fuel Appliance – with wall and floor clearances

Additional – liability concerns and hazards

INSPECTIONS/SURVEYS

Classifications of Surveys

1) Urban – Incorporated area (city, town, village) with population of 10,000 or greater.

2) Rural – Properties that fall outside of the defined Urban area.

3) Rush – A Survey requested with an expedited completion date.

4) High Value – Property with coverage amount equal to or in excess of $3,000,000.00.

Time Service

New Business:

- Urban: 7 calendar days

- Rural: 15 calendar days

- Rush: 5 calendar days

Supplement: High Value, Solid Fuel, Fuel Oil Tank, Wildfire, Earthquake, Landslide time service will coincide with calendar days for New Business Classifications above.

INSPECTIONS/SURVEYS

Field Surveyors/Inspectors will be provided with an Android or iphone Field Survey/Inspection App.

The following Worksheets outline the criteria included in each specific requested assignment:

• a) Basic Property and Liability

• b) Dwelling Characteristics

• c) Solid Fuel

• d) Fuel Oil Tank

• e) Wildfire

• f) Earthquake

• g) Landslide

• h) 360 Value

• i) Unable to Work

ROOF IDENTIFICATION

ROOF IDENTIFICATION

CLAY TILE ROOFING CONCRETE ROOF

ROOF IDENTIFICATIONSPANISH GLAZED TILE

ROOF IDENTIFICATION

STANDING SEAM STEEL COPPER STANDING SEAM

ROOF IDENTIFICATION

DECRO COPPER SHINGLE COPPER SHINGLE SEAM

ROOFINGSEAMING SYSTEM FOR STANDING SEAM

ROOF IDENTIFICATION

CORRUGATED ROOF METAL PAINTED RIB STEEL

ROOF IDENTIFICATIONDECRA STEEL TILE

ROOF IDENTIFICATION

SLATE SYNTHETIC SLATE

ROOF IDENTIFICATIONCEMENT SHINGLES

ROOF IDENTIFICATION

DECO-ENGLISH STAGGER WOOD SHAKE SHINGLES

ROOF IDENTIFICATION

COMP SHINGLE TYPES CLASS 4 UIL IR COMP

ROOF IDENTIFICATION

BUILT-UP HOT MOP WITHOUT GRAVEL

HOT MOP-ROOF WITH GRAVEL

ROOF IDENTIFICATIONEPDM ROOFING

CONSTRUCTION TYPE

• Typical construction types:• Fire Resistive

• Frame

• Log

• Masonry

• Masonry Veneer

• Asbestos/Stucco

FIRE RESISTIVE CONSTRUCTION

FRAME CONSTRUCTION

MASONRY CONSTRUCTION

MASONRY VENEER CONSTRUCTION

BRICK VENEER MASONRY WITH BRICK

LOG CONSTRUCTION

MANUFACTURED HOME

ELECTRICAL PANEL IDENTIFICATION60 AMP MAIN