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CPPC 2015 Workshop Session Summaries

We realize it is not possible for everyone to attend our events.  In hope to give insight on the sessions that were presented, we have supplied summations of the sessions.  Summaries were taken by various Board Members to allow for this sharing. We hope that you schedule will allow you the option to attend our next event in person.

 Repair Firms Only Segment – by Mark Weathersby

(this was a pre-workshop optional session held on Friday morning,  prior to the official opening of the CPPC 2015 Workshop)

As usual, the repair firm only panel was lively and generated a wide range of discussion.  Betterment was discussed from all directions, “why should the carrier be responsible for the entire costs of repair, when the repair exceed the pre-loss condition?”  The consensus felt that when refinishing a dining room table top with a twelve inch cross grain gouge there was no other option but betterment.  How would you close a claim if you tried to negotiate a $400 payment from the shipper?  Some repair firms felt that carriers offering cash settlements with deductions for betterment, was one reason for the increase in estimates only assignments. 

Drug testing was also a topic of interest.  Many felt why should repair firms have to drug test when the carriers’ daily workers are not tested?  We all know that repair firms have to diversify too, in order to grow.  Several of the more seasoned and successful members stressed the need to develop additional income streams such as:

• Contact personal property adjusters at Allstate, State Farm, and etc. about fire and water damage restoration.  Mold remediation can be profitable but requires extensive training and experience.
• Reach out to fire and water damage mitigation companies, such as Serv Pro, Service Master and others for additional work.
• Warranty service companies, like Guardsman, are an additional source to obtain work.
• Fine textile cleaning is an excellent complement to transit damage work.  Interlink Supply offers fine textile cleaning courses.
• Hotels, restaurants, office buildings, and office parks have an unlimited supply of furniture to be repaired.

The complexities of advertising were also discussed during the convention.  It seems the younger members have a better handle on social media and internet advertising.  We can expect to hear much more on this topic during the next gathering in New Orleans. There seems to be a nearly unanimous opinion about keeping third party services confidential. Often it takes years to develop these resources and to turn them over to others does not make sound business sense.

Military Round Table Discussion Group – by Kathy Kendall

(this too was an optional session held on Friday morning prior to the official opening of the CPPC 2015 Workshop)

 The session was opened by Dori Bledsoe who introduced:

Steve Kelly- Army , Virginia Eilmus-Navy and J.D. Reese-Air Force Claims Service Center

 The military claims services had prepared some agenda items to discuss with the industry:

1.  Repair estimates not conforming to requirements in Rules: the military rules stipulate what the repair estimate must include to be an acceptable estimate.  It must identify the firm, repair cost, and not just provide the firm’s opinion. If there is climatic damage the firm must identify the damage and indicate if there is no impact damage and provide a repair cost regardless of whether the damage would be accepted by the TSP.  If there is an issue or dispute as to whether liability would be accepted the estimate to repair should still be included.  Replacement cost was also discussed and this should be the cost to replace the item with like kind and quality.  The TSP cannot use the original cost to determine that as replacement cost.  The original cost can be a guideline as to the value back when it was purchased only.  Virginia relayed a very humorous story about a human skull that was claimed and the claimant requested $1500.00.  Things you would have to investigate was if it really is a human skull and if so is it legal to own one first of all and then how much is your skull worth to replace?  We all had a good time with that one.

2.  Restrictions on TSP right of salvage; time limits are established and outlined in the rules.  What triggers the time to start? Can a TSP negotiate with the claimant regarding the retention of items that the TSP wants to salvage?  There is no set amount to apply if the customer wants to keep an item that the TSP wants to salvage.  The TSP must advise the customer and pick up the salvage 30 days from the date the claim is filed with either the MCO or the TSP. IF the TSP does offer replacement value then they do have the right to pick up salvage and if the customer is refusing to allow this contact the MCO for assistance.   If a TSP receives a claim, notify the customer at that time that you will pick up for salvage anything that is paid at FRV. If the MCO receives the claim and sends a request for paperwork, that is the time to advise the MCO that you want salvage of the items so they don’t allow them to be discarded.  A question was asked about the items being set outside by the customer and the damage is now much worse because the items were exposed to the elements, what can the TSP do about that? You can negotiate what the repair cost would have been if it had not received further damage. Per Steve Kelly they are drafting new salvage rules but will present them to industry before implementing them.

3.  Rules (being drafted) for claims for damage to real property/claimant's residence;  Per the claim services they are drafting new standards for the TSPs that will be implemented into the claims liability rules for real property/ residence damage.  The customer is being denied too often by the TSP and the military claims services cannot pay for real property.  Currently there is no set reporting structure for real property. How many days is reasonable? Where should this be noted? What is the time limit for filing these claims? It is the TSPs responsibility if they use a 3^rd party claims service to make sure that service is aware of the claims liability rules and procedures.  Ultimately that TSP is responsible not the 3^rd party claim service.  TSP should not expect the customer to allow additional inspections by insurance company or 3^rd party if the TSP has already inspected they should provide that information.

4.  Uses and abuses of the High Value Inventory; The high value/high risk is outlined in section 1.7 of the rules.  The high value was not intended to override the presumption of the correctness of the inventory.  Only the items listed on the inventory as examples should be allowed on the HV/HR inventory.  Based on the instructions there are several items that should not be on that HV/HR inventory.   It is to be prepared by the customer and TSP in conjunction with one another.  If the customer wants to add an item that should not be on there then they should advise it does not qualify.  The customer will still be required to prove the value when the claim is filed and to provide support.  When the driver is signing the HV/HR he is attesting to the items being included in the shipment not to the value of the items listed since he would not be aware of that value.

A question was asked “if you believe that the customer has filed a false or fraudulent claim what do you do?”  You need to start with the appropriate MCO and follow state and federal laws to remediate this type of situation.  The military customer is aware of the consequences if they submit fraudulent claims.  Per Steve Kelly if the customer files a fraudulent claim for one item on the claim then the MCO under army regs could consider that entire claim as fraudulent and the customer would not be paid.  If they take disciplinary action against a military customer the TSP does not have a right to know this.

A question was asked if the customer files a claim in 2012 for one item and that same item and exact damage is claimed again in 2013 as an example, can the TSP deny that claim and would the MCO support that decision.  The services agreed yes if it is proven that is the same item.

5.  Denials because damage not listed on day of delivery; The TSP cannot deny liability just because there were no notations the day of delivery.  The customer has 75 days to notify the TSP of any loss or damage and they must be allowed to do so.  If the customer lists the items within the 75 days this creates the presumption that the damage did occur in transit.  It would be the TSPs responsibility to provide evidence to the contrary if they want to deny that claim.  Per JD Reese, Air Force Claims, if it is noted within the 75 days it cannot be denied period.  If the industry wants to change the rules then they must go through the process to do so.   It is currently in the business rules so all must adhere to it.   According to the military claims services only about 12% of the claims transferred to the MCO have actually come to the MCO to proceed with their claims.  They will start contacting the member to see if the still wish to pursue the claim.  If a TSP has denied a claim and the claim is sent to the MCO and then the customer and TSP work out a deal please let the MCO know about this do not just refer the customer to the help desk since they don’t let the MCO know about that.  We need to all work together to keep the customer happy.

6.  TSP surveys to claimants; some TSPs are sending surveys to the customer implying that the wrong answer on that survey might preclude the claim from being paid.  TSP must not send these to the customers.  Those TSPs in attendance do not use this process.  The military services were concerned that this might keep the customer from filing a claim for certain items or might unduly influence the adjuster to deny that claim if it is filed.

7.  Delays in responding to claimant communications; The feedback the services are receiving from customers is that they are not getting prompt replies from the TSPs when they have a question. That some TSPs are waiting 60 days before even contacting them.  That some TSPs are waiting 2-4 weeks to reply to phone calls or emails.  This is unacceptable behavior and everyone deserves a prompt reply.  The lack of communication is the number one complaint and concern.  Even if you have no information to provide please respond and let them know that it is better than leaving them in limbo.

8.  TSP offers of LOV or appearance allowance as a final offer;  TSPs cannot make LOV allowances in the initial offer or final offer.  The rules state that it is repair, repair cost or replacement cost only.  If the initial offer leads to agreement between both parties then that is OK.  BUT if the TSP offers replacement cost and then the customer wants to keep the item it is OK to offer less but that is not a loss of value it is a replacement cost less an allowance for salvage retention.   The customer might not be aware that the rules are replacement or repair and then they might feel “duped” if they find out later.   IF you intend to continue to negotiate settlement with the customer DO NOT list your initial offer as the final offer once that is done the customer has no other option than to transfer the claim to the MCO for adjudication.

9.  TSPs requiring claimants to sign releases with improper conditions; for example release of liability to the Government;  According to the services there are some TSPs in the system that are trying to get the customer to release them and the government that is totally unacceptable.  If you obtain a release it is OK as long as that release does not contradict the DP3 rules.  You can obtain a full release if all liability is accepted if you are only agreeing to a partial settlement the release must stipulate that as well.  Steve Kelly mentioned that is still OK to do some horse trading when negotiating settlement.

As always this meeting was very lively and interactive.  We all learned so much from the exchange between the services and the industry.  There were several repair firms in attendance as well which was great since they work directly with the military customers daily.

Catastrophic Losses - by Dori Bledsoe

This session was led by Mark Weathersby of Craftsmanship by Weathersby and Tom Kuhns of West Interior Services, Inc. 

 

Dealing with catastrophic loss is stressful for the claims adjuster as well as their customer. The adjuster is receiving pressure from their customer as well as the account, salesman, and management. The customer’s life is on hold and they need their life put back together. There are three main components to successful handling of these claims; speed, authority to act, proper third party venders.

The first twenty-four to forty eight hours is crutial to the successful closing of the claim.  This is not something that can wait; schedules will require rearranging. You have to get out to residence and/or warehouse with the customer and convince them you are acting in their best interest. You also need to have the authority to make assurances that this customers household goods will be treated with respect and returned as quickly as possible. 

You need to make sure you and the adjuster are clear on the actions to be taken before you meet with the customer.   With this knowledge you can speak with the customer with confidence and authority. Items should be divided into what is remediable and what is not. These decisions should be made with the customer but your job is to convince them that repairs can be made by the proper professionals.

Lastly, know the proper professionals in your area. You may need to hire more than one type of remediation company.  Know your own personal limitations and hire third party where necessary.   The IICRC is a great resource for remediation companies

Repair Demos – by Dan Manning

Mark Romano of Mark F. Romano Furniture Repair Philadelphia / South Jersey / Delaware chaired this segment.

“How to do the same repair 2 different ways”

By Carl Colagrossi - Carl Colagrossi Furniture Service, CT and Jason D’Ercole – Manning Claim Services, LLC, NJ

Both had a turned spindle from a chair with the same damage.  Carl repaired using an epoxy stick and quick wood, Jason repaired using wood putty plus blend all sticks eventually achieving the same effect, but their methods were different.  The observers found this quite interesting that the outcome was attained in 2 entirely different ways.

“Micro Fiber & Suede Repair”

Don Kistner of Kistner’s Full Claims Services, Inc.  Eastern Iowa / Western Illinois

This repair presentation drew a lot of attention.  Don repaired a cut on a seat of a suede chair; he was able to close the tear up using a leather base.  His suede filler was in a powder form and he used a leather and suede glue to bond all this together.  He then worked the area making the repair invisible.  The observers had never seen anything like this before making this an eventful demonstration.

“Different Clamping Techniques”

Todd Marks Mid-America Full Claims Service / Oklahoma

Todd used different jigs & angle clamps.  Todd used a Blokkz metal clamp for angular clamping which is difficult to do on an angular degree.

“Hard Fill Mohawk Product”

David Tatarowicz of Jeremiah Wood Finishing Supplies / Wisconsin – David is a Mohawk Finishes Distributor.

Hand-on demo using this product and an electric burn in knife.  He had a person in the crowd bang onto a piece of wood with a hammer and he instantly showed them how he could fill this with this new product from Mohawk.

Everyone (especially the adjusters) found this demo to be quite interesting.

“Quick Mold Technique”

Ron Sanders of The Shambles / Indianapolis

Ron used a RTV664 quick mold and a Tufcarve which went into the mold resulting in a very hard detailed product which was carve-able and stainable.  His audience was quite mesmerized by this technique.

“Crushed Corner Repair”

Jonathan Heisey of Classic Touch-Up / Pueblo Colorado

Jonathan reconstructed a corner using metal brads for a base which would anchor the Mohawk epoxy sticks.  This set up in approx. 20 minutes resulting in a very hard corner.

I drifted throughout the crowds during all of these demonstrations.  Everyone appeared to be fascinated by these “hands-on” approaches to the furniture and fabric repairs.  I spoke to a couple of adjusters during this segment of the workshop who stated they had never seen anything like this and they felt that this was a very education portion of the convention.  Showing these types of repair procedures gave them some insight to what they were actually paying for when they send a repair firm out on an assignment then receive their report / invoice.

Town Hall Meeting – by Chris Armes

The meeting began with Linda Hamilton explaining the voting process and introducing the nominations for the Board of Directors.  Don Kistner, Debbie Morales, and Linda then handed out ballots to all the voting members in attendance.  While the votes were being made, Debbie Morales took a moment to speak about the new Education Program, whereby attendees of selected sessions would be granted continuing education credits by the CPPC.  Debbie also mentioned the upcoming 2017 Spring Workshop and how we would be celebrating the CPPC's 50th anniversary.

Once the ballots were handed out and the allotted time had passed, Alan closed the vote and the ballots were collected for counting. 

Alan took some time to conduct an ad hoc poll to get an idea about what the attendees felt about Workshop/Convention venues, panels, topics, articles in the Journal etc, and asked for continued support in advertising in the CPPC Journal.  Alan also added that there would be upcoming availability for advertising on the CPPC website.

Alan's targets for his polling information was aimed at trying to narrow down what made the difference when it came to attendance at a CPPC Workshop or Convention.  His topics included, Price vs. location, price vs. content, location vs. content, networking vs. content, was an organization limited to one event per year (either the workshop or the convention), was a casino property a positive or a negative, was a beach property a positive or a negative, was a resort with limited access or property at the heart of entertainment venues more important, would members utilize an airport shuttle if it was offered, would members utilize shuttles if a discount were offered or would a taxi be a preferred method of transport, would there be interest in a location if the venue offered a downtown "party shuttle", would members like to return to The Alexander next time were in Indianapolis, how many have a car or drove to the event, how many rent a car if flying in, and last but not least, should Alan's singing of the National Anthem be considered a positive or a negative.

There was then some discussion as to which venue to utilize for St. Louis in spring of 2016.   The two front runners are the Hyatt, which is in downtown, or the Ameristar, which is closer to St. Charles.  Both have cost vs. amenity considerations.  Alan also explained planning considerations for the CPPC events regarding venues such as food and beverage costs, room rates and parking.

Alan highlighted the fact that the fall convention is a bit earlier this year as it has traditionally been in the past and encouraged everyone to plan accordingly.  Alan then opened up a question and answer period with the membership.

Debi Williams then encouraged the membership to continue to be proactive regarding suggestions to potential changes to CPPC by-laws and continued to ask for membership participation in sharing of their ideas and desires.

Debi then opened the floor to any new business.  None was proposed and a motion was made to close the town hall meeting, which was seconded and the town hall meeting was closed.

 Coffee Chat….Did you know?  Cribs, Bonded Leather, Electronics… – by Brenda McCandless

Tracey See – See Restorations, Dori Bledsoe – Eagle Claim Services and Bill See – See Restorations

Tracey started her presentation by summing up what her responsibilities are with See Restoration.  She went onto explain that her job presents many opportunities for research.  Some of the more recent items she has researched to determine the cause of the damages being claimed were Tempur-Pedic  mattresses and foundations, bonded leather , sleep number beds, cribs and Samsung televisions.

Here are some of the things that the membership learned from Tracey’s efforts:

• Tempur-Pedic Mattresses
• All are made with an adjustable frame.  They will fold from head to toe.
• QS & KS metal frames must have a center support
• QS: If they do not have 5 legs and 5 bed slats it will cause them to sag which can void the warranty as they are not properly supported.
• KS: They must have a 5 or 6 leg frame with 7 bed slats.
• Handles should be used to rotate only.   Do not carry using the handles
• Must be transported flat and transport straps should be used.
• If exposed to temperatures of 100 degrees or higher the adhesives will soften which can cause the layers to shift just in normal handling.
• If exposed to very cold temperatures the layers become very dense and the mattress must be allowed to adjust to room temperature before being taken up stair cases.
• Stains on the cover do not void the warranty.
• Never dry clean the cover as it will break down the adhesive.  Covers can be replaced on most Tempur-Pedic mattresses as they simply zip on.
• You can check out the warranty on most mattresses by simply having the customer’s name.  If you call and they are able to locate the warranty information the problem may be covered by the warranty.
• Foundation fabric is not easily attainable but Tracey promised to do some research for the vendors present.
• Bonded Leather
• The makeup of bonded leather only contains 9% leather.  The rest of the makeup of this material is made from scraps, vinyl, sawdust and a foam backing is applied. 
• Ashley Furniture carries a lot of bonded leather further items.
• Usage breaks down the layers within this material as well as it is impacted by heat & humidity.  Oils on the skin can also cause this to peal.  Most damage being claimed on cargo claims is not related to the relocation. It is from normal usage and is not repairable.
• Stretch-wrap reacts with many finishes  because the gases in the plastic react with the material.  It should never be used on leather or bonded leather items.
• Check out UTube for videos on leather tanning where you can find hints on how to determine if the material you are inspecting is real leather or bonded leather.
• Sleep Number Beds
• Manufactured before April 28, 2013 – 20 year warranty
• Manufactured after April 28, 2013 – 25 year warranty
• Warranty is 100% for 2 years then drops 4% every year thereafter.
• You should always ask the customer if their bed is registered, what name it is under and where it was registered/purchased. 
• A certified Sleep Number technician should be sent out on these beds.  The only drawback is they will not take pictures for you.
• These bed should never be totally disassembled for shipment.  They should be left partially inflated and be place in a mattress carton and shipped flat.
• High-end items of any type should be registered (ie: strollers, mattresses, 3D printers, art, purses, etc.) – the customer should be able to provide where, when, name.
• Samsung Televisions – there is currently a recall on several models due to vertical lines forming on the right side of the television.  A certified tech can verify that this is part of a recall and is not transit damage.  They will bill the manufacturer direct for the repairs.
• Cribs
  • All cribs have a label on the bottom that identifies the crib.
  • Missing hardware – try to obtain the label information from the customer before going to the home and order a hardware packet from the manufacturer.  They will send instructions along with the parts on how to install them correctly.
  • Recalls – the label information will let you check into recalls for the crib being claimed.  Often the manufacturer will replace the crib so repairs will not be necessary.
  • Sofa & table legs – try Von Dykes & Lee Valley catalogues – keep these in the work van for reference -  it helps expedite the claim. Another resoures is Sofa Leg Warehouse.
  • Cabinet hardware – resource Kennedy Hardware out of Indianapolis.
  • Outdoor furniture parts – chaircarepatio.com
  • Tracey recommends you google anything you need parts on as there is normally a resource available.

Tracey presentation was well received and the membership looks forward to more helpful tips from her in future workshops and articles.  Thanks for sharing this valuable information Tracey.

Claims 101 – by Debbie Morales

This session was the first of the continuing education classes that is being offered by the CPPC.  The session was standing room only.  The program consisted of a step by step session for the bones of this industry.  The class was taught by veteran claims adjustor Pam Fischer with Guardian Relocation.  There was a power point presentation and a questions and answer session from the floor.  The session had not only new adjustors andmembers, but many veteran repair firms and members as well as military representatives attending the workshop.

The topics that were covered by Pam were:

• Proper Paperwork
• Communication
• Negligence and Improper handling
• In house point system and review
• Residential Inventory

This was a very educational session and was enjoyed by the newcomers and the veteran members as well.

Easy DPS – by Dori Bledsoe

The presentation by Enterprise Data Corporation was an in depth presentation of how the DPS system works and how Easy DPS interfaces with this system. Easy DPS, created by Enterprise Data Corporation, basically takes the SDDCs Personal Property Program and converts it to a user friendly format for the Transportation Service Providers. The claims segment of this system is what the van line must use to settle any claim over $500.00.

Enterprise Data Corporation has been adapting a new tool for claims adjusters already using Easy DPS.  This new tool will allow an adjuster to email participating repair venders a claim directly from DPS with directions for an inspection and/or repairs. Repair venders can type their reports directly into the email that will automatically populate the DPS program. This will be a great time and labor saving tool for van lines with military affiliations. This is a value added segment for those van lines already using Easy DPS and is free to repair venders.  Keep an eye out for the roll out: COMING SOON.    

A Day in the Life… - by Brenda Murray

And the Oscar goes to………. Director, Chris Drexler for “A Day in the Life”!!!  Similar to Wife Swap or The Undercover Boss, Chris Drexler with UNIRISC brought us quite an entertaining “short film” featuring Dave and Lisa Kummerow and their own JoAnn Smith from UNIRISC, Paramus, NJ.  Dave and JoAnn swapped roles in the film between claims adjuster and repair vendor.  Lisa used her “multiple personalities” (just kidding Lisa!!) to play both the calm/workable claimant as well as the angry/demanding one.  Dave and JoAnn played themselves and then swapped to play each other’s roles as adjuster and repair vendor.   You could tell that each one was “a fish out of water”, but they did a great job portraying the other’s position.   

Lisa showed us the difference between your typical Ms. Nice and Ms. Angry claimant and how each can make everyone’s jobs easier or more difficult.  As Dave swapped roles and became a claims adjuster he realized that it is quite the demanding job.  JoAnn stated that she is appreciates her repair vendors after seeing what they all go through.  The demands that the claimant puts on the adjuster filters down to the repair vendor.  This is why it is so important to finalize claims as quickly as possible.   The longer the claim goes on, the harder it becomes to please a difficult claimant.  Also we discovered that we have different ideas of what an expedient claims process looks like. The short film enabled both adjusters and vendors in the audience to see how each has a difficult job to perform and none of them are easy.

FYI: I asked Lisa if she ever really got that angry with anyone.  She smiled her sweet devilish smile and said, ”Just don’t mess with my children and you’ll never find out.  My Momma claws will come out!!”  After that performance you can be assured we WILL NOT!!!  Dave, keep her happy!!! 

Managing a Military Claim – by Chuck Russell

This session was led by Chris Armes from Weathersby Guild and the panel consisted of Kirra Floyd from TMM.  The session discussion began with an inspirational quote referencing JFK and why we do the hard things.  We can accomplish great things by starting with hard goals.  A repair firm’s ultimate accomplishment would be when an inspection turns into repairs.  The panel discussed the main differences that make military claims unique and challenging.

There are several aspects of a Military claim that differentiate from a domestic claim.  The main difference would be the time lines, a TSP cannot delay and must react quickly.  This is where the relationship of the repair firm and the TSP is important.  A repair firm must understand the importance of establishing contact with Military members as well as submitting the final report for the inspection/repairs.  This can be very demanding and it’s important for the repair firm to be able to balance everyone’s expectations.   Communication was also a major topic in this session.

As with everyday life, communication can be done several ways.  The claims adjuster plays an important role and should take the initial lead when dealing with a military member.  A simple email should be sent to the member that outlines the claims process as well as provide information for the assigned repair firm.  If a repair firm cannot reach a member, Kirra suggested that the repair firm reach out to the adjuster immediately.  You should use the Military members rank when addressing your communications. Here are a few tips given by Chris that will assist a repair firm when scheduling an appointment:

• Ask the member to shoot out thru “chow” for inspection
• Repair firm speak directly to the superior officer (this might help Chris since he has a military background)
• As with any service provider, call the member when you’re on your way so they don’t feel like they have to wait around all day.

On a side note, it is the responsibility of the member to have the items available for inspection.

Finally, a discussion took place regarding reporting.  Please make sure that when pictures are being taken, you need to submit an overall picture of the item and then a more detailed picture of the damages.  A request was made that repair firms ditch the printed photos and submit digital photos.  Also, if the damages are noted on the inspection report as climatic or atmospheric, we request the repair firm to include a repair cost.  Repair firms should include detailed information, an example of this would be to list the bed size for mattresses, tag numbers and provide a statement regarding a claimed amount if the repair firm feels the amount is excessive.  The tips and discussion points provided by Chris and Kirra were very beneficial. 

Adjuster Mentoring/Claim Creativity – by Linda Hamilton

Moderator:          Laura Pung – Wheaton Worldwide/Bekins Van Lines

Panel:                    Trina Morgan – Wheaton Worldwide/Bekins Van Lines

                                                Mark & Mimi Magdolen – Weathersby Guild – San Antonio

The Claim Creativity session was held on Saturday afternoon during the two-day workshop…

Laura and her team touched on great resources that will be readily available on the CPPC website for members to access.  The session opened with expressing the need to mentor the claim adjusters of the future….as well as expressing to them the benefits of being part of the CPPC organization.

A summary of this session is as follows:

• Claims Terminology – provided a listing of familiar transit related terms that are used in the industry when handling claims.
• Resources – websites provided to assist in understanding the meanings of inherent vice, difference between furniture restoration and refinishing, etc. Helpful access to information that can be used when having to explain these issues to customers.
• Photo Slide Show – photos of damage were provided to engage the audience on what the item was and determination if the damage was transit related.   This opened up the floor to a discussion of what they perceived.
• What is allowance? – Discussion took place on Replacement Allowance and when is it appropriate to make an allowance as well as Cosmetic/Appearance Allowance and when and how do you determine these amounts.
• Settlement Letters – the next discussion would be with the adjusting teams and what type of format they use to communicate with their customers – mail/electronically?

When communicating settlement do you provide breakdown and detail your basis for acceptance/denials?  Are you sending releases or checks to customer?

• How Can Repair Firms Help – re-fabrication of parts, upholstery repairs, property damage repairs, obtain replacement parts & 3^rd party communication – repair vendors prefer to use their relationship with their 3^rd party services rather than provide the adjustor access to these 3^rd party companies. 

All in all, the one hour spent for this panel was well received and very informative…

Repair Firms: Next Generation – by Dan Manning

Moderator- Debbie Morales-Metro Claims Relocation & Restoration Svc.

Jason D’Ercole of Manning Claim Services LLC touched on how Manning Claim Services is being run differently now than it was 20 years ago when he started there. As the son of the owner, and future owner, he approaches scheduling and report formulating from a different 21^st century slant. Even approaches to repair are different than they were 20 years ago.

Tommy Morales of TRS Claim Serv. Of the Carolinas talked about how things were done differently over 40 years ago when he 1^st started repairing furniture. He had initially worked on the Van Line side trucking, how his wife Betty started out on the agent side and his daughter Debbie’s business grew out of his.

Mel Picket of So Cal Claim Resolutions California expanded on the importance of utilizing social media to network and expand one’s business , tools that were not available 25 years ago, how the advent of Facebook and Twitter give companies an entire new set of marketing tools.

Kathryn Wattier from Complete Claim & Furniture Service, LLC from Colorado  was our newest Panel member, who just came into the business 6months ago, discussed the learning process of entering an established family business. She was out with her mom Heidi, one of the owners of that business.  She hit upon the nuances of working with other family members.

To sum up; this was at some points very insightful, very funny and very informative