Investigation
This document establishes the initial facts of the loss and often drives your investigation plan.
What is the First Notice of Loss (FNOL)?
This section explains what the policy will pay for.
What is Section I - Property Coverages?
This appliance commonly causes supply line failures.
What is a refrigerator?
One of the most important things to establish during the first contact.
What are expectations?
Wind removes shingles from the roof.
What is windstorm damage?
When interviewing an insured, this is one of the most important elements to establish.
What is the timeline of events?
Damage resulting solely from wear and tear is generally considered this.
What is not a covered peril?
The first question after identifying water damage should focus on this.
What is the source of water?
This communication skill helps uncover facts while building trust with the insured.
What is active listening?
Lightning strikes a tree and damages the home.
What is lightning?
A water loss was reported 60 days after it occurred. This investigation concern should immediately be explored.
What is late reporting?
This policy provision outlines the insured's responsibilities after a loss.
What are Duties After Loss?
This type of water can create additional exposure concerns and mitigation requirements.
What is contaminated water?
An upset customer wants answers immediately. The best response includes this.
What is empathy and a clear explanaton of next steps?
Someone breaks into the home and steals electronics.
What is theft?
This investigative tool helps document facts directly from the insured and clarify coverage issues.
What is a recorded statement?
A pipe suddenly bursts and causes water damage throughout the home. This loss is generally considered this type of water loss.
What is a sudden and accidental direct physical loss?
A leak that occurs slowly over months may trigger questions about this policy issue.
What is repeated seepage or leakage?
A customer asks when their claim will be resolved. If you don't know, the best approach is this.
What is setting realistic expectations?
A buildup in the drain line creates a soft clog, causing a toilet to overflow and damage the bathroom floor and nearby drywall.
What is accidental discharge or overflow of water from within a plumbing system?
Name three items an adjuster should request when investigating a wind claim.
What are photos, repair estimates, weather documentation, contractor reports, or proof of damage?
Before making a coverage decision, adjusters should always review these four areas.
: What are coverages, exclusions, conditions, and endorsements?
Name four investigation questions you would ask on a water claim.
Source? When discovered? Repairs completed? Mitigation performed? Prior losses? Photos available?
Name three ways to improve customer experience during a difficult claim.
What are timely communication, empathy, clear explanations, and proactive updates?
A fire starts from a faulty extension cord in the living room.
What is fire?