CLM Magazine

MAR 2015

Claims Management Magazine informs and educates claims, risk, and litigation management professionals on the news, trends, products and services that lead to the efficient, cost-effective resolution of property & casualty claims.

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S-4 Claims Management // 2015 Property Supplement TheCLM.org Advertorial 2015 ProPerty Supplement No solution provider is an island. From the health care of people to the care of pipes, solu- tion providers must adapt to a new world of claims management. Our experience is informative. We have grown to become a nationwide company—the only nationwide pinpoint leak detection specialty frm—based on a simple mission statement: Leak detection without destruction. The economics of today's in- surance market, however, is driv- ing a big change in the way we think about rapid and appropriate response to water loss and dam- age from leakage. We are looking at a claims management process implicating tens of billions of dol- lars where we need proactively to help adjusters and claimants reduce the total economics of a solution. Our company's eforts, as outlined below, underscore critical decision nodes among partners that drive both fve-star customer service and more efcient outcomes. We have learned that excellence in providing a solution is a necessary but no longer sufcient standard; rather, collaboration combined with excellence is what industry change entails. More precisely, our corporate staf and franchise operators use proprietary acoustic technology and best-of-breed infrared equip- ment to provide noninvasive solu- tions to over 100,000 homeowners and businesses annually across 43 states. When we leave a job site, we take pride in our craft and move on to the next site. We now see each solution to a claim as part of a value chain that directly and indirectly infuences what insurers must pay, what claimants ultimately receive, and what transaction costs emerge as a legal process grows, given the increasing cost of water loss. Total economics comprises workfow efciencies of adjusters within their respective companies; enhanced real-time communication among adjusters (independent or third party), claimants, and service providers to afect fve-star service for detecting and repairing leaks; and management of mediators, legal or otherwise, to minimize ad- ministrative costs. Within the next few years, total economics also will include a service provider's capability to seamlessly transmit monitoring information in real time and to store and retrieve technical data from the cloud. Not all solu- tion providers can adapt, and scale is needed. Three areas of change given a collaborative total econom- ics mindset are noteworthy for industry decision-makers. First, the guts of economic improvement along the value chain center on the adoption of enter- prise software, such as Xactware and Xactanalysis. Such software requires both adjusters and solution providers to be trained in the same way and to collaborate in rapidly responding to claims; capturing leak data; building an interactive base of shared information with custom- An "In-Network" Approach to Water Leak Detection to Minimize Loss By Patrick DeSouza, CEO, and Lisa Keeton, VP Insurance Claims and Partnerships, American Leak Detection

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