Freezing temperatures not only can affect driving conditions, it can cause havoc on your pipes.  One of the most common claims(other than sump-pump failure) at your home is a frozen pipe bursting and leaking water to all parts of your home.  It is common and costly.  Broken pipe claims average $15,000.00 of damages to your personal property or structure.  A lot of times it is easily prevented if you take a couple additional steps in your planning and maintenance.

1. Be smart or don’t be cheap: If you are selling your house or you own a property your in between renters take extra precaution.  This seems so simple but many people forget about this.  There are those people that are cheap and don’t want to spend the money on heating a property that is not being used.  Okay, we can understand that mindset.  Please spend the extra money though to have the house properly winterized. Now, if pipes break you can go after the winterizing company to pay for damages instead of your own pocket or insurance company.
2. Going on a trip: Have someone consistently go to the property and check on things if you planning on going on a trip or you know you are not going to be there for an extended period of time.  Document the visits on paper or take pictures with a date stamp to prove the visits.  Sometimes your insurance company will like to see some proof of visits to make sure it wasn’t pure neglect of the property.  Your insurance company wants to take care of you but laziness is not a covered claim.  The fact there are lazy people who try to beat the system now forces the honest people to show proof that you are not neglecting the property.
3. Staying at home: There is nothing wrong with controlling your utility bill.  Don’t let it get out of hand though.  Keep the temperature at your home warm enough to keep pipes in your walls thawed.  If you want to be safe, run your faucet with a slight trickle to keep water moving in your pipes to help prevent freezing.
4. Insulate your pipes: Slab houses typically have the plumbing running through the attic.  This will leave your pipe exposed to the high probability of a burst happening. Putting a heat tape around the pipes will definitely help keep pipes from freezing.   Insulate the pipe to prevent cold temperatures from reaching it. Find air leaks in your home and properly insulate.  Fireplaces and vents are areas of the house where cold air can easily penetrate and freeze unsuspecting pipes.

Don’t let freezing temperatures infect your home to only damage your prized possessions and property.  These are simple ideas but could make a big difference when taking preventative actions.

Have any other tips? Leave them in the comments below.

You just had an insurance claim at your home and you are not happy.  Your house is in shambles and there is nothing you want more than to be able to be in your home under normal circumstances.  The thought of dealing with your insurance company makes you cringe and you just HOPE that the process goes well.  Next, you just got off the phone with the insurance claims center that seems to be located 100’s of miles away from you and they say “Your adjuster will be in touch with you in 24 hours.”  Okay, okay you can deal with that, you know your not the only claim that happened today.

The cell phone now is permanently attached to your belt and you wait patiently.  I bet you even called once before the 24 hour window was up just to make sure they got the claim through.  The claims office says “Yes your claim has been entered and the adjuster will contact you.” Okay, your a little irritated, but you still remember that the 24 hours isn’t up yet.  What do you do now?  Probably stay at a family members house, or if you have an on going water damage you deal with your restoration company.

36 hours has passed and a ring to the cell phone has never sounded any better.  The adjuster wants to set up an appointment with you for the next day.  The sarcasm in your voice is definitely noted by the adjuster and he/she knows its not going to be pleasant when they arrive. We definitely understand your feeling.  You are sitting in devastation and your insurance company is not doing what they said they were going to do.  Now, your confidence has just dropped and your ready to raise hell on the adjuster that will come to the door.  Here are some reasons why you shouldn’t take it out on the adjuster.

1. Insurance Adjuster Territory

An adjuster has one of the most driving required jobs.  The territories they are responsible for seem to be getting wider and wider. One adjuster might have the responsibility to cover multiple counties that can stretch for miles.  There are some insurance companies that might only have 5-10 adjusters to cover an entire state!  One claim can take the adjuster one day to go and see the loss and come back.  This is very time consuming and can cause major delays.  So don’t be alarmed or upset if they only set one appointment with you and don’t come back throughout the process.

2. Amount of Claims To Handle

This one kind of goes hand and hand with the first.  If you look at the territory they handle this only could mean that there are a lot of property claims to be responsible for.  This is not to justify why your claim is taking so long to be processed. We want to give you knowledge to hopefully understand it may not be the adjusters fault.  An adjuster might in one particular area for days if it got swarmed by a storm. This would restrict them from getting to other claims in other areas.

During the Insurance Claim

Next, you FINALLY have the claim started and you’re rolling with your contractors plan to get the work done.  Half of the work is completed on your home and you are feeling great…until you get a call.  Your contractor has been working hard to get the work completed but they have financed the entire job up to this point.  They were promised a down stroke check to help finance job.  Cash makes the world turn and doing work for free doesn’t really help your business.  Your contractor has to stop doing work because they are taking a stance.  You can understand, it’s like you spending $20,000.00 to replace unrestoreable personal property out of of your pocket but you never received the money from the adjuster.  But, sometimes this is not your adjusters fault.

3. Adjuster Management Approval

Adjusters have certain guidelines to follow throughout the claim.  This could be from paperwork flow to time frame to check authorization.  Adjusters have limitations to follow when it comes to writing a check for a claim.  Some of this can be based on how long the adjuster has been employed with the company or strictly the insurance companies rules.  The check will have to wait for management approval when the dollar amount exceeds the allotted authorization the adjuster has.  Now, your in waiting pattern until the manager has gone through all of the other authorizations and problems the have come before your claim.  The only thing you can do is wait or call and try to put a bug in the managers ear.

4. Catastrophes Happen

There are so many adjusters in the field to handle claims in a particular area which can be trouble when a catastrophe happens in other parts of the country.  Hurricanes, tornadoes and earthquakes can cause a high demand for adjusters.  This will cause your adjuster to be temporarily relocated to help in the catastrophic area.  Now your left with an adjuster with a voice mail box full from other clients looking for him.  Please understand that these things happen and are not planned. Give a little extra time in your mind for your own claim to be completed.  This will vary from each insurance company.  Some insurance companies don’t relocate adjusters, instead they hirer independent firms to handle catastrophe claims.  Some even have a catastrophe claims department.  These are adjusters that only handle CAT claims and travel all the time.  But there are times it doesn’t matter, there are some catastrophes that need all the adjusters they can get ie; Hurricane Katrina.

We realize that sometimes the adjuster is at fault.  Usually, these mistakes are heighten because now it is effecting a homeowner in a devastating need.  We all, in our own jobs, have made mistakes and have slacked off.  If you need help ask for manager assistance.  Be careful how you compose yourself and give your two cents.  Don’t take it out on the adjuster if in deed it is not his/her fault. Ask first why there is a problem and direct your displeasure with the right people.

The claim process can be full of priorities.  Paperwork, returning phone calls, proof of loss, unrestoreable contents and above all else the client should be the highest priority. One of the biggest problems; everybody is different.  Wow, that is really profound, I know.  But really, you have to truly grasp the idea when a claim is filed.  That first initial phone call to the insured after an insurance loss is yet another first impression for them.  How you handle the client will somewhat set the tone of how the claim will be handled going forward.

If you call and the insured has any ill will or uneasy feeling afterward, they could be on guard and defensive throughout the claim.  This can cause major delays in the process and possibly more money and time for you.  The goal at the end of the insurance claim is a happier client.  I chose “happier” intentionally.  You can’t always count on a client to be completely happy at the end of it all.  For one, them going through a claim, especially if it’s devastating, will never make them completely ecstatic at the end.  They usually have the feeling of “I wish this never happened to me” attitude.  I would consider it a successful claim process if you have a client “happier” at completion than when it first happened.  But obviously, if the client is happier at the end because they don’t have to work with you again is a bad thing.

Every client I have run into can be put into one of these 5 categories.  But, the same client can be in different categories at different parts of the claim.  I’ve handled insured’s that went from “The Crier” to “The Laugher” in a period of 5 minutes.  Handling the insured properly throughout each category will only help your chances of a successful claim process.

The Crier

There is nothing more uncomfortable then getting on the phone or in person and talking to a hysterical person.  How can you truly say “I understand” if you have never gone through a claim as severe as the one they just went through?  The goal with this type of insured is to make it all about them.  When you are making first contact, let them be and give them all the time in the world.  Handle them slowly.  Give them comforting words like, “I’m sorry for your loss(meaning insurance loss)”,“Is everything going at the pace you are comfortable with?” and “What can we do to help you right now?”  They need comfort and stability to know everything is going to be okay.
This type usually will go from “The Crier” to another type through a little time.  How you handle them now will help them go straight to “The Cheerleader” and hopefully soon.

The Hater

This is one of the most difficult to handle. These insured are usually bitter about what just happened and sometimes with just cause.  More than likely they are really upset about the loss because it was either something that was done intentionally to them (vandalism, break in, arson) or a dumb mistake by someone else (left sump pump unplugged, spotty work by a previous contractor).  Sometimes, who can blame them?  I would be just as upset.  But they don’t know how this is affecting the claim process.  Everybody will be walking on eggshells around them.

This is one area where you want them to feel like you understand.  If the same thing happened to you, by all means tell them you went through the exact same thing. Now, if you haven’t had this happen to you, say things like “I would be upset if that happened to me” or if the client is pretty vulgar you should be safe to say “That would piss me off” without them looking down at you.  In fact some will actually feel better.  The client wants to feel justified for being upset.  By giving them that feeling they will feel better about themselves and calm down over time and move to “The Cheerleader” insured.

The Laugher

There are people that deal with rough situations by laughing or being too jovial. Beware, underneath could be any of the other types laying dormant ready to come out.  Treat this delicately.  You should give in a little to the humor to find out what their true feeling is about the situation.  Then you can handle them accordingly.  This is a tough predicament to be in.  Please don’t be too involved with the humor because they can take it the wrong way and go straight to becoming “The Hater.” Sometimes, there are a few people that are just that way.  It is in their blood.  They like to laugh and be happy.  This isn’t a bad thing.  Be careful and on your toes a little just to be on the safe side.

The Challenger

This is a handle full of people that have too high of expectations.  They don’t understand the process and never will.  Most of the time it’s a long road ahead and there is nothing you can do to weather the storm.  It’s almost impossible for them to understand that you want to help and you understand.  At the end of the claim some will leave your agency no matter what happens.  In this case, pull out your insurance handbook, dot your I’s and cross your T’s.  Please don’t lose sleep over it.  Try your best but don’t cater because you will lose your mind and it will never stop.  Please understand that you will run into this group of people again and again.  It helps getting through it.

Sometimes, client like this are craving for someone to put them in their place.  They actually enjoy and need it.  You can transform this person by telling them off in a nice but direct way.  “Mrs. Jones, you have too high of expectations.  Stop.  We want to help you but you have to let us do our job.”  It may come time for you to stick your heals in the ground.  If you are not that type of person to be confrontational have someone else in your office do it.  Just don’t break your company policy by using the wrong words.

The Cheerleader

Every other type has the possibility to transform into “The Cheerleader” client.  Really, that is our goal isn’t it?  These are the best to deal with.  We, unfortunately by human nature, try harder for these people.  We go WAY beyond what is expected.  These clients are going to be our major cheerleaders for us down the road.  They do their part of the claim, ask quality questions and let us do what we love.  Often, they may be a little too involved but we don’t mind and actually understand why they are doing it.

The only thing that can ruin this relationship is if you REALLY screw it up.  Too many phone calls not returned can make this turn ugly.  If this relationship goes sour, we have nothing to blame but ourselves.  Just do the job that you love, servicing people, and you shouldn’t have any problems.

Conclusion

Every insured has different needs.  Identifying those early is the key to success.  This will help decipher what path you are going down and what path your going to take to bring them to “The Cheerleader.” When I make the first contact with the insured I try and asking them a question up front and see how they respond.  If it’s a fire loss, I ask “I was just informed you had a fire at your home, is everybody okay?” and gauge their response. Servicing the client is our number one goal and priority.  Anything we can do to help them become “The Cheerleader” will help them be a happier client in the end.

A fire at someones property can be one of the most devastating things that can happen. Damages can range from a small smoke damage from an over cooked turkey to a total destruction from a candle fire. This results in the family misplaced out of their home for months while their house is getting reconstructed. Living in an extended stay hotel room or rental home with rental furniture is not enjoyable and it is stressful. Nothing can really make this situation an enjoyable one but maybe, just maybe, we can provide a couple tips to help make it a little less stressful.

Pick your restoration contractor quickly.

At the same time, don’t pick one that you’re not comfortable with working with for months. Contractor selection is a tough choice but having your house sit there will only make your situation more difficult. The damage will worsen the longer it sits dormant. Soot will start to stain and bleach what ever material it sits on and sometimes this secondary damage will not be covered by your insurance company. If the secondary damage is a result of you delaying the process, it is not covered. If the delay is caused by your insurance company, government agency, or Cause and Origin, it should be covered.

Don’t Pick a general contractor, home builder or family member.

You want to pick a restoration contractor to perform your services. A normal remodeler, home builder or family member do not know the insurance requirements or process to properly deodorize your home. A good restoration contractor should guarantee that you will have no residual odor from the fire that devastated your home. Also, they know how your insurance adjuster likes to see the estimate written, paperwork flow and plan. Most normal remodelers don’t even know where to begin or have the products to clean and deodorize properly.  If you hire your family member, it is going to be quite awkward if you have to ask “When is this going to be done.”

You don’t need an estimate to pick your contractor

Most insurance companies have a “Premier Service Company” list. This is a list of contractors they have pre-approved based on applications, history and quality. This is the best choice for you. Please ask your adjuster for recommendations. Plus, if you go this route, they can get started with demolition of the the work based primarily by verbal approval from the adjuster. This can save weeks of time, because they can start while an estimate is being written. It’s okay to trust the insurance companies list of contractors. Most of the big insurance companies have done a lot of time and homework to find quality restoration contractors. This can consist of background checks, financial background check and interviews.

Be prepared for the long haul.

The process to restore you home or property will take longer than a normal remodel or home build. The process is completely different. When you have the relationship triangle of an insurance company, insured and restoration contractor it gets a little crazy with paperwork and communication. It could take a month from the date of the loss for a worker to even begin to start hammering a nail. Estimate, permits, building code and money from the insurance company are all factors of delaying the start of work.

You can plan on your contractor to able to do $25,000 – $50,000 worth of work at your property per month. If the structure part of your loss comes to $100,000, you can plan on a 3-4 month process. That is, if you are doing your part of getting things done in the loss.

Don’t be a part of the delay.

You, the insured, can be one of the biggest delays in the whole process. Getting selections from the insured can delay the process weeks and even months! Some material needs to be ordered and getting it in can take weeks to be delivered. Kitchen cabinets, for one, can take 4 weeks to come in. Carpet can take up to 7-10 days to be delivered. The windows have a 2-4 week lead time. If you think to yourself “oh, the contractor is no where near to installing kitchen cabinets, I have time,”… your delaying the process. You want to make sure everything is selected and ordered for when the time comes to install the material, it is already in their possession.

Get your paperwork in.

You will have your share of paperwork to complete throughout the process. Getting these completed in a timely manner will only help your chances of a smooth, efficient work flow. Mortgage Company Forms, Proof of Loss, Unrestoreable Contents List, Selection Sheets, Contracts are just a couple of examples of some forms you will have to fill out. Please, read them carefully, and get them completed.  Ask questions if you don’t understand the wording or legalities.

Conclusion

We know you just went through a traumatic experience.  It’s hard to focus and do your part when you see your house in shambles.  These tips only will help expedite the process and keep it running smoothly.  In the end, we hope the only traumatic experience was the loss itself not the process of getting your house back together.

We here at IP are new to the insurance information world and just beginning to spread the word about insurance.  So with that, we see it fitting to start at the source of the word to help understand and educate people.

We all have it or if you own anything expensive you probably should have it.  So what does it mean?    What better source to use than Websters Online Dictionary.  Insurance, what does it mean?

Webster Online Definines “Insurance“:

a : the business of insuring persons or property b : coverage by contract whereby one party undertakes to indemnify or guarantee another against loss by a specified contingency or peril c : the sum for which something is insured

a means of guaranteeing protection or safety

1a of this definition goes against what I have been educated my whole life: “Never use a part of the source word to define itself”.  The fact that Webster uses “insuring” in the 1a definition makes me a little irrated, especially in the first level of the definition.  I might let it slide in a possible 3rd level.  Seriously 1a!  Okay, I feel better about myself.  I, for one, am throwing out 1a definition out the window. (I hope you join me).

1b in my opinion is the best definition given here. You(another) are signing a policy(contract) with your insurance company(party).  The insurance company will cover(guarantee) damages(loss) due to various causes ex: Water Damage, Fire, Theft(contingency or peril). There are a lot of googled or webstered(the process of looking up the a definition) words in that 1b definition.

Lets attempt to rewrite the definition or process for the common client to understand.  This should be fun.  Here it goes:

Your insurance company is going to, by signed contract, reimburse or cover costs of contracted caused damages to your listed possesion to reinstate it to “Preloss Condition“.

Two things. 1. Don’t Laugh   2.We, by no means, are interpreters of your policy.  This is a beginners step to understanding what insurance is.  Please ask your insurance agent if you have coverage questions.

We encourage agents to give their best stab at the definition of insurance in their own words.  Leave a comment down below. Another great resource for a definition of Insurance is Wikipedia

So if its that simple why do people dread insurance companies and dread buying it?  Agents will say its because of the clients and clients will say its because of the insurance companies.  I think it has to do with both.  Which is a topic for another discussion. Clients hate the price, the hassel, the hoops and the denied claims.  Insurance Companies hate fraud, small claims, liars and scammers.  We at IP can’t really take care of the liars, scammers and fraud, but we do think clients would be happier if they were educated about their policy.

Have anything to share?  Let us know.

LOS ANGELES – Meeting the needs of its customer’s mobility, Farmers Insurance Group® today unveiled its new iClaims application for customers who use an iPhone® or iTouch®. The new iClaims app allows Farmers customers to immediately file an insurance claim, no matter where they may be – even at the scene of a traffic accident. The secure application is free to Farmers customers.

“The new iClaims application allows Farmers Insurance to enhance its already excellent customer service 24-hours a day, seven days a week,” said Bryan Murphy, Farmers Insurance Chief Claims Officer. “With more and more people using their iPhone to meet the demands of everyday life, the Farmers Insurance application provides instant service when our customers need it the most.”

Farmers customers’ agent information can be permanently stored so that they are just a click away from contacting their agent for immediate service.  With the use of the iClaims app, a customer is in instant contact with a Farmers HelpPoint representative. Pictures can be taken at the scene of an accident and then emailed . This allows for faster claims processing.

In addition, the application also allows Farmers to alert customers when severe weather is threatening; find Farmers vendors and services; and lets customers take a photo inventory of their home and store or email the pictures from their iPhone or iTouch.

To get the iClaims application: Go to the App Store from an iPhone or iTouch (requires WiFi connectivity), select the search button, type in Farmers, and from the result list select the Farmers iClaim application.  From the iClaims description page select the install button.  It’s that simple and there is no computer required.  Alternatively you can go to the iTunes App Store from your computer and search for “Farmers.” Click on the iClaims application, from the description select the “get app” button, and the next time the customer syncs the iPhone or iTouch, the application will be installed.

Get more information and a link to the app by visiting www.Farmers.com/iClaim.html or find it on a local your Farmers agent’s website.

Anybody have it?  Does it work well?