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Last Post 05/05/2008 2:19 PM by  Ray Hall
And we thought it was bad before
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cowboy26995
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04/25/2008 3:14 PM

    The second largest insurance carrier in Canada has launched a new campaign aimed at humanizing the insureds perception of their company and the industry at large. Part of their campaign is a full refund of your premium if you are unhappy with the way your claim was handled. What's next air miles on top of the refund. I can see it now, who will end up bearing the brunt of such foolishness? The adjuster or claims rep. Thought you had to bend over backwards before???

    Marc Dubois
    Executive General Adjuster
    M.G.D. Claim Services Inc.
    "Your Commercial Claims Solution"
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    sbeau4014
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    04/25/2008 3:35 PM

    No problem , just don't work in Canada....Just kidding here  In all seriousness, this will almost guarantee a sharp increase in complaints about the claim handling as it will guarantee that the insured will get a refund on the premium.  Can't beat that, have full coverage, file a claim, get paid for the damages (whether it is a proper adjustment or not doesn't matter), file your complaint on the adjustment, and get your premium refunded (and maybe more $ on the adjustment too).  Ya gotta love it.

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    stormcrow
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    04/25/2008 3:43 PM

    What a Canadian complain about something? You might be surprised about how few people will do anything, even if they are unfairly treated.

    I want to die peacefully in my sleep like my grandfather, not screaming in terror like his passengers.
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    Medulus
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    04/25/2008 6:38 PM

    I'd be interested in reading the fine print on this deal.

    Steve Ebner CPCU AIC AMIM

    "With great power comes great responsibility." (Stanley Martin Lieber, Amazing Fantasy # 15 August 1962)
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    cowboy26995
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    04/25/2008 8:27 PM
    Aviva Claims Service Guarantee
    We’re committed to delivering excellent service. We set the expectations for our service up front and then deliver on them!
    If you are dissatisfied with the service we provide during the settlement of a covered claim and we are unable to remedy the situation we will pay you an amount equal to the annual premium of your policy, in addition to the settlement amount. Our claims service guarantee extends to your satisfaction with the service you receive, not our decision on coverage or evaluation. This payment does not affect your coverage for the remaining period of the policy.
    This guarantee is not applicable in the case of disasters or catastrophes, such as ice storms, hailstorms, hurricanes, tornados, blackouts, forest fires, or any event beyond our control, including unusual market conditions that would impact the ability to service your claim. This guarantee may be amended or terminated at any time.
    This guarantee applies to home and auto personal insurance policy claims across the Aviva family of companies across Canada, effective April 7th, 2008.
    The guarantee does not extend to warranty coverage.
    The premium refunds will not be issued under the following circumstances:
    There is a disagreement on coverage There is a disagreement on a settlement amount The claim has been denied due to a policy exclusion or violation of a statutory condition If a service failure has been made or caused by the policyholder There is a disagreement with respect to a fault determination
    Policyholders must make claims for the Claims Service Satisfaction Guarantee premium refund to Aviva Canada in writing.
    Letters may be addressed to:
    Senior Vice President, Claims Customer Experience
    Aviva Canada Inc.
    2206 Eglinton Avenue East
    Scarborough, ON M1L 4S8

    Marc Dubois
    Executive General Adjuster
    M.G.D. Claim Services Inc.
    "Your Commercial Claims Solution"
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    HuskerCat
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    04/25/2008 10:05 PM

    So, what are those "upfront" promises?  Does Canada have provincial insurance departments of insurance that include/approve the inclusion and enforcement of such a declaration that the premiums would be refunded in the event of a dissatisfied policyholder?  Looks like the judge & jury is going to be the carrier that is holding this carrot out in front of the horse.  Not a bad sales tool from my view, but how serious are they about it, where does black & white become grey, and how do they decide on that fine line of allegience to their claims staff vs. the policyholder? 

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    Florida Boy
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    04/25/2008 11:47 PM

    Posted By Marc Dubois on 04/25/2008 8:27 PM
    Aviva Claims Service Guarantee
    We’re committed to delivering excellent service. We set the expectations for our service up front and then deliver on them!
    If you are dissatisfied with the service we provide during the settlement of a covered claim and we are unable to remedy the situation we will pay you an amount equal to the annual premium of your policy, in addition to the settlement amount. Our claims service guarantee extends to your satisfaction with the service you receive, not our decision on coverage or evaluation. This payment does not affect your coverage for the remaining period of the policy.
    This guarantee is not applicable in the case of disasters or catastrophes, such as ice storms, hailstorms, hurricanes, tornados, blackouts, forest fires, or any event beyond our control, including unusual market conditions that would impact the ability to service your claim. This guarantee may be amended or terminated at any time.
    This guarantee applies to home and auto personal insurance policy claims across the Aviva family of companies across Canada, effective April 7th, 2008.
    The guarantee does not extend to warranty coverage.
    The premium refunds will not be issued under the following circumstances:
    There is a disagreement on coverage There is a disagreement on a settlement amount The claim has been denied due to a policy exclusion or violation of a statutory condition If a service failure has been made or caused by the policyholder There is a disagreement with respect to a fault determination
    Policyholders must make claims for the Claims Service Satisfaction Guarantee premium refund to Aviva Canada in writing.
    Letters may be addressed to:

    Senior Vice President, Claims Customer Experience
    Aviva Canada Inc.2206 Eglinton Avenue East
    Scarborough, ON M1L 4S8

    That is as stupid as Progressive's ads here. Pressure on adjusters will be immense. Another campaign by the omniscient in the ivory tower.

     

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    cowboy26995
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    04/26/2008 11:40 AM
    It seems to me that if you have a properly trained,motivated,competent claims staff that you treat and pay well that this would guarantee a satisfactory product for your client base. Instead they make gimmicky promises that vendor partners be they adjusters or contractors are going to subsidize. We've all been in this business long enough to know that s--t flows downhill. Plus with all the caveats included in the guarantee you'll be lucky to get the refund in the first place. Save the money spent on such gimmicky promotions and invest in making your claims staff better performing and knowledgeable. Furthermore I'd love to see the vendor contracts in place now. Who's paying what??????
    Marc Dubois
    Executive General Adjuster
    M.G.D. Claim Services Inc.
    "Your Commercial Claims Solution"
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    Florida Boy
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    04/27/2008 1:04 PM

    Marc,

    I could not agree more. There is little doubt that the that the industry has changed. I see no need to elaborate here.

     

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    Tom Toll
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    04/27/2008 2:51 PM

    The Good Hands people now in Canada. That is funny beyond belief. Marketing strategy has gone beserk in late years.

    Success is not final, failure is not fatal: it is the courage to continue that counts.
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    Gale Hawkins
    PowerClaim.com
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    04/27/2008 11:52 PM
    I agree this came out of the marketing department and I am willing to bet with the best of intentions and it may just work. It does inject some accountability into the process in cases where the home owner files a claim expecting to get the shaft.
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    cowboy26995
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    04/28/2008 10:01 AM
    When you really think about the situation why are gimmicky promotions needed to highlight something you are paying good money to get in the first place.You pay a premium for contractual coverage spelled out in black and white. Getting what you are entitled to doesn't seem like a lot to ask for. When did claims service of the highest quality become a bonus rather than expected part of the process? When the bean counters took over from the claims folks. Actuaries and folks from underwriting don't make good claims managers. Train,mentor,educate your claims people and skip the gimmicks.
    Marc Dubois
    Executive General Adjuster
    M.G.D. Claim Services Inc.
    "Your Commercial Claims Solution"
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    Tim_Johnson
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    04/28/2008 1:57 PM
    They will never pay out a dime on this because it states;

    The premium refunds will not be issued under the following circumstances:
    There is a disagreement on coverage There is a disagreement on a settlement amount

    What else is there to disagree on?
    Tim Johnson
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    Florida Boy
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    04/28/2008 2:37 PM

    Posted By Tim Johnson on 04/28/2008 1:57 PM
    They will never pay out a dime on this because it states;

    The premium refunds will not be issued under the following circumstances:
    There is a disagreement on coverage There is a disagreement on a settlement amount

    What else is there to disagree on?

    Absolutely. All it is going to do is increase pressure on the clamis handler. The rocket scientists that conjure up these campaigns have never done the job. Providing outstanding service make my job much easier.

     

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    Ray Hall
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    05/04/2008 2:29 PM

    Is it a big transition from storm claims to regular claims?    I applied to an out of state vendor that required x-mate and about 3-4 weeks passed and I get a phone call about 16:30 on Friday after noon wanting to know if I could work a water claim on a rush basis today or no later than noon on Saturday. I could inspect that night and I did. A very good grade of laiminate floor had water on top and the house was being dryed out. I wanted to reinspect the following day after the drying. The staff adjuster chewed me out for not getting a itel sample of the floor and sending it in before agreeing to total out the floor after the second inspection. I felt very conflicted as I had doubts about if I was a round or square peg trying to fit snuggly in a hole/notch that was smaller or larger than the peg.(I just made this up). The house was sold and scheduled to close in 8 days.

     

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    MalviLennon
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    05/04/2008 6:46 PM
    Hi, Ray:

    The vendor that gave you the assignment should have sent you a copy of the carrier instructions along with the fee schedule etc. In addition, many vendors post the instructions on the adjuster's portal in their web site. It is the adjuster’s responsibility to familiarize his or herself with the requirements before inspecting the loss. Most of the vendors we work for do not allow direct upload to the carriers. Normally the adjuster sends the file (estimate, report) to his/her supervisor (Vendor Company). The supervisor reviews everything and if they approve the package, it is then sent to the carrier.

    It sounds to me that someone at the vendor company was anxious to dump a late coming file on somebody and he/she did not bother to review the requirements with you before assigning the claim. Now all you can do is apologize to the carrier and hope and pray they give you another chance. For future reference if the vendor does not tell you up front always, ask about carrier instructions. Specifically, find out if you are allowed to review coverage with the insured, if you can authorize emergency work, whether the carrier requires Itel or Sidingmatch.com, and if you are required to call in reserves in excess of a specific amount. Also, ask if the carrier wants you to reach an agreed price with the insured’s contractor, and if a Proof is required. Additionally ask about the replacement cost statement. Some carriers have the I/A’s complete the statement, others want to handle all internally.

    Remember though that even if you ask all the right questions, and follow all the rules you will always come across a company adjuster (usually young, inexperienced, and often not the sharpest tool in the shed) who is on an ego trip , and feels powerful  chewing you out. If you have done your job to the best of your ability let it go in one ear and out the other. (I usually stick out my tongue and call them an a—h--- but only after I hang up the phone) Then call your vendor and give them a heads up so they are not blindsided if they do get a phone call.

    Smile better times are coming.

    Malvi

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    Ray Hall
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    05/04/2008 7:31 PM

    Thanks for the heads up Malvi. My problem is how do you get a sample of wood out of the floor with out some destruction, and carpenter toolsThe second problem is how do you know its a total loss when the contracted water suckers state they do not see any damage at this point, but it could be apparent in several days,but I learned that lesson 40 years ago. The truth was I kinda  miffed that the lead water sucker had 4 months experience, the helper had 4 weeks and the supervisor had 4 years and were kinda jacking with this desperate family who thought they may loose a good contract on the sale of their house.

    I also uploaded my file back through the vendor, but got ream from the inhouse adjuster as I always put my name and contact phone # on all my work, because they require an itel on all floor claims, which would have required another 3 hour RT  after the floor was removed.

    So the moral of this story is the water suckers got their $3,000 bill paid direct. The insurance companys standard practice in reguards to water claims was followed, except the old emergency adjuster did not get the itel sample(I was told to by the vendorswhen it was assigned) but just did not know how to take a 6 foot long T&G glue down floor with my limited tool box. I  got chewed out and have never got another claim from the vendor/carrier wasted my money on exactimate and learned another lesson about one carrier.

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    JimGary
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    05/04/2008 8:00 PM
    Ray, I had about the same experience with a vendor. The normal adjuster, did not want to drive half way cross the state to handle a water claim so they called me. They neglected to tell me that the company assumes they have a local adjuster and does not pay mileage. And since Servpro billed direct, the claim was a minimal invoice. That along with having to jump through hoops for my money was an eye opening experience. Next time they called me for that "opportunity", I was unavailable.

    JWG
    I know the voices aren't real, but sometimes they're right!
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    teolson
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    05/05/2008 9:00 AM

    I had kind of the same situation but with autos, had a vendor that is trying to handle several states without actually having anyone in those states (which seems to be a trend). They got me signed up and then would only call me when it was a rush, It would be up to 200 miles one way so I would ask for approval for the mileage and make it clear how far it was and of course they did not want to turn it down so they would ok the mileage. Out of the 5 I did for them I never got payed the mileage I was promised, they would always use the excuse the carrier would not pay it which was not my problem. I run a small IA in MN and I have used a sub 300 miles away and I pay them what I promise even if I have to loose a little on the file, it is worth it to keep the carrier.

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    MalviLennon
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    05/05/2008 10:43 AM

    How do you get a sample of wood out of the floor without some destruction?

    Want to hear something funny? We had a water loss at home. Dishwasher hose let go while we were in the field. Water ran all day. By the time we got home, there was water everywhere. I have wood floors throughout the upstairs of my house. The kitchen floor particularly around the dishwasher was already starting to buckle, but I called out a water restoration company and started the dry out process right away. The next morning the company adjuster came out. Water company was at the house, told the adjuster it was a possibility the floor would go back down and it would only need to be refinished. Adjuster insisted on taking a sample of the floor (he wanted to confirm it was hardwood not laminate). He literally cut a section of flooring out directly in front of the cabinets. The moral of this story? The carrier now has to replace my floor! However, it gets better. To replace the kitchen floor with Oak flooring, (requires removing and re-setting all the lower cabs, and the Corian countertop in a U shape), refinish the rest of the floor (I have an open floor plan), and to replace the drop ceiling downstairs, he allowed $1,354.03.

    Got to love it

    Malvi

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