By Laura Pung Trina Morgan Mark amp Mimi Magdolen Who Are We Laura Pung Claims Manager WheatonBekins Trina Morgan National Account Adjuster WheatonBekins Mark Magdolen Repair Firm Weathersby Guild San AntonioAustin ID: 619673
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Claim Creativity
By: Laura Pung, Trina Morgan, Mark & Mimi MagdolenSlide2
Who Are We?
Laura Pung, Claims Manager Wheaton|Bekins
Trina Morgan, National Account Adjuster
Wheaton|Bekins
Mark Magdolen, Repair FirmWeathersby Guild, San Antonio-AustinMimi Magdolen, Repair FirmWeathersby Guild, San Antonio-AustinSlide3
Claims Terminology
AllowanceNegligenceValuation
Settlement
Denial
LiabilityPre-existing damageMold/MildewRepair CostInspectionRepair FirmWater DamageTotal LossMissingCatastrophicNotations
High Value
Driver
Agent CustomerDisputeInherent ViceRestoreRefinishDeductibleFull ReplacementStandard LiabilityArbitrationBill of LadingInventoryLoss of ValueDPSExceptionsCarton DamageStorageSlide4
What is an allowance?
Replacement allowances:
When is it appropriate to make an allowance?
What if there is no information to begin research?
What tools can we use to generate an allowance?Cosmetic/Appearance Allowance:Are adjusters using this type of allowance? Why?
How do you determine proper amounts?
When is it appropriate for a repair firm to suggest an appearance allowance?
How do they determine these amounts?Slide5
Settlement Letters
What format are you using?Do you provide a breakdown?Do you detail your basis for acceptance/denial?
How are you sending them?
Mail
ElectronicallyAre you sending releases or checks?How do you determine when one is a better option than the other?Slide6
Resources
http://www.si.edu/mci/english/learn_more/taking_care/biodetwood.html
http://www.businessdictionary.com/definition/inherent-vice.html
http://www.angieslist.com/articles/whats-difference-between-furniture-restoration-and-refinishing.htmSlide7
Apply Your Knowledge
Is the below photo the result of carrier mishandling? What do you believe is the cause of this damage? Would you accept liability for this item?
Is the
above
photo the result of carrier mishandling?
Does this item appear to have suffered an impact? Would you accept liability for this item?Slide8
Apply Your Knowledge
Is this transit related damage pictured below? What makes you think yes/no? Any idea how this might have occurred?
Does this appear to be transit related? Why would you decline this item? How would you phrase your denial to the customer?Slide9
How Can Repair Firms Help?
Re-fabrication of parts (i.e,- legs, spindles, finials, knobs, etc.)Upholstery repairs
Property damage repairs
Obtain Replacement Parts
3rd Party communicationSlide10
For Further Mentoring…
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