damage prevention & claims recovery streamlining the damage investigation process
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Chris Thome Rhino Marking and Protection Systems. Damage Prevention & Claims Recovery Streamlining the Damage Investigation Process. Goals of a Damage Investigation. Provide a written formal account of the incident Provide detailed information for claims Identify the root cause of the damage - PowerPoint PPT PresentationTRANSCRIPT
Chris ThomeRhino Marking and Protection Systems
Damage Prevention & Claims Recovery Streamlining the Damage Investigation Process
Goals of a Damage Investigation
• Provide a written formal account of the incident
• Provide detailed information for claims
• Identify the root cause of the damage
• Establish damage tracking and benchmarking
Desired Outcomes
• Recover costs associated with the damage
• Win all cases that are adjudicated
• Provide actionable data for Damage Prevention programs
• Identify violators for Public Awareness programs
Requirements
• Commitment from management
• Single responsible department to “own” the investigation
• Create efficient and effective processes
• Provide investigators the necessary tools
Commitment
• Both input for, and results from the investigation can greatly affect multiple departments
• Tools and training require an investment in time and money
• Without commitment from upper management, the process owner will face hurdles and road blocks
Streamlining the Process
• Reduce and/or eliminate paper
• Create a single repository for all information related to the investigation
• All investigations should be conducted in a consistent manner
Streamlining the Process
• Follow the proper order for every investigation
• Try to capture ticket information before leaving, or access ticket info offsite & migrate through shared technology
• Begin by collecting “Perishable Data”
• Investigators must be notified as soon as the repair crews
Perishable Data
• Note the information that can be lost or obscured first• Condition of the marks• Photos of the scene• Contributing factors
• Collect witness statements• Locators• Uninvolved Contractors• Bystanders
• Document with photos using measuring devices, video, and audio recordings
Perishable Data
• Document data with the same device used to collect the data
• Include notes with all photos
• Do not set up a process that allows people to “put it off until tomorrow”
• Designate an investigator or employee not involved in the repair to record perishable data
Employing Technology
• Invest in tablets and smart phones
• Use drop downs instead of check boxes
• Allow managers to track the progress of the investigation in real time
Reporting
• Data gathered is used by multiple departments
• Claims• Operations• Public Awareness/Damage
Prevention
• Fully digital files allow for reports to be run in minutes rather than days
Claims
• Completed investigations transferred to claims instantly
• Consistent format of the completed case file speeds up analysis
• Thorough and efficient investigations help tell us when not to try to collect
Damage Prevention/Public Awareness
• Identify locations or “hot spots” as they happen, not after
• Note violators instantly and put mitigation plan in action
• Collect usable data for RP 1162
Summary
• Employ technology
• Eliminate paper
• Train and manage
• Understand the impact to the organization as a whole
Chris ThomeDamage Prevention Consultant
Rhino Marking & Protection [email protected]
Damage Investigation & Claims Recovery Streamlining the Damage Investigation Process