Fire and smoke claims are complex, which can lead to reduced efficiency when resolving and challenges in customer experience. Damage often lurks beneath the surface, making specialized fire and smoke claims expertise critically important.
"Smoke can penetrate hidden areas, such as behind walls, under flooring, and into the HVAC system," says Tim Singnysane, director of operations at 1-800 WATER DAMAGE. "An expert with a high level of expertise knows exactly where to look for that damage."
Tim Singnysane, director of operations at 1-800 WATER DAMAGE
Improving efficiency in fire and smoke claims starts at the beginning of the claims process. By proactively targeting potential problems early on, insurance companies can avoid issues that create slowdowns, customer satisfaction issues, and potential retention challenges.
Preventing downstream errors, scoping early and accurately
The moment an insured opens their claims is the moment improvements to fire and smoke claims efficiency can begin, says Bill Gordon, regional business coach at 1-800 WATER DAMAGE.
Bill Gordon, regional business coach at 1-800 WATER DAMAGE
"You can make your processes more efficient by correctly capturing details when the claim is first opened, from the description of damages to the correct spelling of a client's name," says Gordon. "That improved accuracy helps prevent downstream errors that can slow down processes later."
Technology significantly improves these areas, but Singnysane also emphasizes the importance of early damage inspection.
"You want to get out to that loss immediately to determine the scope of damage and identify any items that need quick mitigation to limit loss," says Singnysane.
For example, a fire that causes roof damage could lead to secondary issues from rain seeping into the structure. Singnysane notes that smoke and soot can penetrate under the flooring and in the HVAC system, creating future hidden costs. Documenting and addressing that secondary damage helps you mitigate further losses and correctly scope the claim.
Smoothing out challenges with partner expertise
A strategy for ensuring the right level of expertise for fire and smoke claims is working with a reputable restoration partner. Building these relationships ahead of time gives you the opportunity to confirm their qualifications. Seek out companies with industry certifications like IICRC and positive feedback from previous projects.
"A skilled restoration partner has advanced training and knowledge around smoke restoration and smoke behavior," says Gordon. "Scoping a loss correctly has a lot to do with understanding smoke behaviors and their potential structural impacts. Pressurized smoke often causes damage that isn't readily apparent."
These partners also understand local code compliance and have contacts with inspectors. As a result, they can help smooth out any potential issues that could delay claims, improving customer satisfaction and supporting future retention.
For more insights from the 1-800 WATER DAMAGE team of experts, click here.
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For more insights on water damage claims or for more information on their Claim's Partnership Training.
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