Transcript Power Point Presentation - Claims Prevention and Procedure Council

• Help adjusters find furniture techs in typically
hard to service areas.
• Understanding the particular skills needed to
complete the claim.
• Suggestions for creative ideas to service your
caseload properly.
• Qualifying technicians.
I.
II.
III.
IV.
V.
Reviewing your claim and understanding your needs
The easiest solutions
Solutions when there are no solutions
One time claims in difficult areas
Qualifying the technician
I.
It is very important to understand what your particular situation
needs in order to be successful.
I.
Do you simply need an inspector on site to evaluate the damages
so you can confirm the validity of the claim?
II.
Is your customer wanting to get their furniture repaired from the
beginning?
III.
Are there aggravating circumstances that are dictating the claim?
IV. Is there a unique item on the claim that needs special attention?
Evaluating the Claim
I. Is there property damage on the claim?
II. What quality of furniture are we talking about?
A. Ikea – less expensive or the like
B. If the furniture is missing hardware
III. Is this type of damage normally repairable?
A. Break down the damage--what skill level is needed?
IV. Did the customer transfer from out of the country?
A. Ikea Furniture is not the same in foreign countries.
Evaluating the Type of Furniture or Property Damage on the Claim
Fine Furniture
1. Hardwoods/Antiques
2. How badly damaged is the furniture or property
damage?
3. Is off site work a necessity?
4. Requires a skilled furniture artist
5. What are the customer’s expectations?
Special Construction
Specialty Furniture can be described as custom made
or requires factory training to repair.
 Danish Modern Pieces where very special
materials and techniques are used for construction.
 Furniture with exotic materials – Burmese Teak/Monkey Pod
Usually found in antiques from foreign countries.
 Pianos – Polyester finishes are very specialized.
 Art Work – Metal printing and ceramics.
 Oriental Rugs – Cleaning and repair can not be done by
a local upholstery cleaner.
Some items are not repairable after they break. Usually the skill set
to complete the claim should not be based on these items.
A. Most Metal
Furniture is not
repairable after
it bends or
breaks
•
•
•
•
Grills and BBQs
Metal TV stands
Glass top patio furniture
Big screen TVs are infrequently cost
effective to replace the panel
• Sears is not geared to work with third party companies trying to schedule
service. You will need to make an account and place a credit card on file.
• LG and Samsung products need a qualified shop to complete repairs.
• Is the mechanical condition covered?
• Appliance Hospital 888 281 0041
A. Wealth of knowledgeable furniture repair artists
with an understanding of adjuster needs
B. Covers military locations very well
C. The best list of qualified vendors
http://www.claimsnet.org/
A. Has listings ranging from agents to repair vendors
B. http://www.moving.org/
A. They know what is in the area
B. Try venturing outside your agent network/other Vanliners
C. Often they will conduct inspections
A. Small sign up fee--Has an extensive list of vetted firms
with reviews
B. Best used for property damage repair
www.AngiesList.com
1.
2.
3.
4.
Almost unlimited resources for repair firms
Qualified and NOT
A plethora of user reviews
Finding international help can be difficult
1. Offers a web presence for repair firms without a
web based advertising ability
2. Not updated often--limited reviews on potential firms
3. This is very much a hit and miss scenario
:
1.
Most of these organizations specialize in difficult
service areas and may work in an area more often than you
2. Understand movers’ needs and procedures
A. Furniture Hotline
http://www.furniture-hotline.com/
B. SoCal Claims Resolutions http://socalclaimsresolutions.com/
Local Furniture Retailers
A. These companies have the same problems with furniture and may
know someone in the area.
Cabinet Refinishers: They do Similar work daily
A. The trick is getting them to work with you.
Upholsters: This skill is akin to wood repair and they
come across similar problems. They may have a great
contact for you.
Handymen: Often possess prior experience. By their very
Definition, they are a jack of all trades. This can be a hit or miss.
The moving industry is not the only ones that need HHG’s serviced
1. Exercise Equipment Repair: Local gyms need to have there equipment
serviced often. They will know who is in the area and can help out.
2. Piano Repair and Refinishing: Smaller piano movers have to handle
there own claims and normally work in smaller regions. Connect with
them for service providers in the area.
3. Arcade Game Systems: Xbox, PS4 and Nintendo. Computer stores do not
service these systems. These can be sent in to the manufacture or locate a
small outfit that specializes in game systems.
1. Chinese Hardware:
http://www.chinesebrasshardware.com
2. Locating Appliance Parts:
http://www.searspartsdirect.com/
3. Finding Fine China and Dishware:
http://www.replacements.com/
4. Replacement Hardware:
http://www.thehardwarehut.com
Ashley Furniture customer service is not geared to work with service providers trying to
help their customers. To service your clients properly, it will require the members involvement.
Some things to know about Ashley Furniture:
A. Web retailers sell the Ashley Signature line: http://www.roomsandthings.com/
B. The model number on their furniture is suppose to be used for internal purposes. It can
be difficult to find online.
1. Request that the member call the
retail center where they purchased their
furniture.
•If that set has not been discontinued, then the part
should still be available.
•All of this can be found on the Purchase Receipt.
2. Ashley Furniture will order the parts
and have them sent to the nearest
dealer to where the customer lives.
3. Your furniture tech can pick them up
locally and pay for the parts.
1. Find a group of eight colleges.
2. Review the provided claim form.
3. Have each person provide a solution for one of the problems in the claim.
4. Share your thoughts and findings.
What are your skills? Touch up, Refinishing Upholstery
What processes will you use to repair this Mahogany Table
Will you need to mix dye or Stain?
What projects are you working on right now?
Have you worked mover before?
Scrutinize the answer as it will always be “Yes”
Poor Communication Skills
A. No cell phone
B. No email
C. No fax
D. No digital photos or mailed images
1. Missing appointments
2. Not making timely customer contact
3. No sense of urgency
4. No online presence