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CPPC 2018 Convention Summaries

               CPPC 2018 Convention Summaries

We are happy to provide summaries from our CPPC 2018 Convention Educational Sessions.  We will also provide links to presentation content when provided and made sharable.

What you missed at the CPPC 2018 Convention

We are very sorry for anyone that was not able to join us for the CPPC 2018 Convention.  It was truly a very solid program with great speakers and strong session content.  To help share some of the highlights of the event, CPPC Board members have summarized the various sessions in the attached.

Military Round Table – Summarized by Eric S. Vaughn
Moderator – Dori Bledsoe – Eagle Claim Service
Panelist - Mark Edick - US Army Claims Service; Julie Snyder - US Army Claims Service;
David Jones - CIV TranscomTCJ5/4 (US)

Proposed changes to rules:

6.00 per pound 1000,000 to be similar with GSA 

Salvage rights terminated after MCO transfer 

Provide remediation firm process steps in accordance with the business rules 

Remove coast guard from OCIE process – need to settle with member instead of denying and send to MCO 

Inconvenience claim for delivery out of SIT covered in TOS – TRANSCOM requesting information about what the TSP wants them to cover on IC claims. 

David Jones to speak with TRANSCOM about next steps for fraud IC claims. MCO is willing to reach out to commanders or assist in IC fraud resolution. 

Other TSP’s sending care packages via Amazon Prime. TRANSCOM and MCO reps suggested this was good practice. 

New DPS (My Move) – Claims have not been started yet in the system. Hoping to start working on adding this early 2019 

Army - MCO is all based out of FT. Knox except Europe in Asia, but MCO has capability to see when member filed previous claims. If member files an additional claim for same damage on same item, MCO denies claim. Military Justice is located next to MCO, so if fraud is detected, MCO will contact member’s commander. Will deny full claim if fraud is detected but would not support TSP is denying full claim. Next option for fraud claims is do refuse to adjudicate claim and have MCO adjudicate. Database goes back to April 2017 but has access to legacy program which goes back to 2007. 

TRANSCOM would not recognize Easy DPS or other 3rd party data *data showing all claims member has filed under each SCAC* 

MOLD Issues

Qualified remediation company, MCO wants to see certifications even in states where people do not need to be licensed. EPA mold remediation – quiz online which MCO would like to see minimum. 

IICRC Website – put a zip code in and anyone who has certifications nationally will show up to choose mold cleaning, remediation, smoke, fire, etc. 

Itemized list of goods with cleaning cost per item. 

Army MCO states all administrative report fees for mold reporting would go towards maximum liability. 

Send customer itemized report -must be informed of cleaning cost prior to filing their claim.  Speak with customer – right to refuse delivery, but only received cleaning cost if able to remediate. 

NTS – If shipment has mold, carrier should not pick up. Shipment will be postponed until remediation is complete. TSP will still have to haul shipment, but the shipment will be remediated. If military wants to push to give punitive action, allow that and appeal with TRANSCOM. 

No declaration of act of God for Florence. Each claim needs to be adjudicated individually to determine TSP liability. 

TRANSCOM is always open to suggestion for rules on mold as rules are changed every year.

Army MCO proposing to limit NTS to 6 years.

75 Day Extensions

The TSP will provide a toll-free number and email address that he customer can use to contact the TSP or mail acclaim. The delivering TSP’s failure to provide the forms, will eliminate the requirement for notification to the delivering TSP and all TSP’s that handled the goods in the shipment. 

Army -If they have evidence that the customer received claim filing instructions within 75 days, they will recognize this as fair notification and not grant an extension. 

Inventories

Obvious PED being exaggerated, bringing the TSP’s credibility into question resulting in MCO ignoring all PED on the inventory. 

Reasonable to assume that power cords to TV are in box marked living room, mixer in box marked kitchen, shoes in a box marked bedroom or clothing, etc. Since items are not inventories piece by piece we must assume that some items are reasonable to have been in a specific room. 

High Value – Expensive Jordan, Kobe, LeBron, Yeezy shoes and high dollar purses such as MK, Coach, LV, etc. should be on high risk/ high value inventory. Customer must initial and sign, must contain the proper bold font warning, and delivering TSP must attest in writing that customer opened, removed, inspected items in all containers on high risk/high value inventory and advised customer of consequences of signing. TSP cannot stop member from not putting jewelry on inventory and taking with, but they can encourage. 

Crated shipment – If shipment was crated as residence and the crate wasn’t touched, army MCO says acceptable to deny items as there is no way the items disappeared unless possibly noted at delivery.

Recovery

60 days to respond to demand, Warning letter sent with another 30 days to respond,
offset action taken after 90 days if no response. Have established a process for DPM shipment offset. Army is behind on offsets because of hail claims. MCO has 5800 claims from last July among 20 examiners. 

                                      Presentation from the above session : Click Here

Technology ClassSummarized by Heidi Wattier

Moderator – Bob Dixon - Furniture Medic by Bluegrass Furniture Restoration
Panelist: Mel Picket - SoCal Claims Resolutions; Natalie Harrison - Eagle Claim Services; Brenda Murray – At Your Service Appraisal 

This was a great class with reminders of how important it is to take clear photos that will accurately highlight the damaged areas, or give the details needed to accurately describe the details of each item.  When either Appraisers or Claims Representatives need to come up with accurate values for items, the quality of good photos is priority! 

Tips were shared on how to resize photos for easier, faster and more efficient sharing along with taking up less space on your hard drive.  One software that was mentioned was, "Fotosizer" which is free! 

Members in the class also shared some of the systems and software products that are currently working best for them such as, Google Drive, Estatus, and Evernote. 

Mel put together a strong power point presentation also reminding us all of 5 W's of Accurate Reporting:

1.  Who is the manufacture make and model of the item?
2.  What is it going to cost to repair?
3.  Where is it damaged?
4.  When was it damaged?
5.  Why is it damaged, (PED, Climatic, Transit) 

Also, understanding that a report may end up in the hands of the shipper, and/or attorney, it is always best practice to choose wisely the words that are written.  All reports should be professional all the time. 

Brenda shared examples of how she uses photos to determine value of items.   She also reminded us the importance of all the small details that need to be noted and photographed such as hardware, signatures, tags, labels, and sizes of items.  She mentioned that baby powder can be used on markings to help them to stand out in the photo better.  Also, turn on the lights and open the shades in a room to make sure the objects can be seen in the "light" and not hidden in the dark.  Make sure photos are not fuzzy and when it doubt take one more photo! 

Natalie helped us all have a better understanding of the challenges her office shares in receiving photos that are unclear, sized wrong, or just don't even make it to their inbox! 

My favorite slide was a photo of a zebra riding a giraffe, with the reminder that, "A Picture Speaks 1,000 words"! 

                                        Presentation from the above session: Click Here
                               2nd Presentation from the above session: Click Here

It’s 5 0’clock Somewhere… Summarized by Brenda Murray

Moderator - Heidi Wattier 

When the Jimmy Buffet music came on in the room, we knew we were in for some fun.  Instead of the usual way of introducing yourself one by one as you go around the room, Heidi Wattier came up with a new twist to the boring way of introducing ourselves. 

We were all handed a sheet of paper that had seven questions for interviewing purposes.  They were handed out and each person was to interview the person to their left and then to their right.  When it came time to go around the room, we were told to introduce the person to our right instead of telling everyone our own names.

The questions were:

What is the most dangerous, risky or exciting thing you have ever done?
Best Movie Ever?
Favorite Adult Beverage?
Favorite Hot Drink?
High School Mascot?
What do you LOVE about the CPPC Conventions?
Why are you here? 

The ice breaker introduction game made for some very lively truths and a few funny lies told of each other.  It was a great way to get to know someone you did not know.  The introduction process was much more memorable as well as Lots of Fun!!!. 

Peace Of Mind… What Is The Current State Of The Industry? – Summarized by Bill See
Guest Speaker: Scott Michael - President American Moving & Storage Association 

Scott Michael of AMSA did a very informative presentation explaining the trends and the current state of our industry. Scott’s presentation had statistics of all aspects of the moving industry including “The Future of Moving”, “Moving Expense Taxes”, “Professionalism”, “Business Issues” and “Average Shipment Weights for Corporate Moves”. 

The downtrend in moves began in 2009. There are several reasons moves have decreased in volume.

The future of moves will change drastically including virtual surveys. The surveys will include videos of the HHG items. This will also assist in the verification of pre- existing damages on the video. Inventories will also continue to include electronic inventories. 

Containerization will continue to grow in popularity. This includes the POD systems and services offered by freight companies moving HHG items in individual containers. Along with this topic, carriers are also expecting the utilization of Segmented Transportation…driverless rigs. Labor pools will be used more due to the inability of carriers to compete with rising minimum hourly wages. Minimum wages are getting higher, adding to the expense for labor costs. Training packers and laborers is increasing with the turn over of jobs. Laborers will change jobs for a small increase in hourly wage. Reusable materials are going the be more prevalent, which will cut moving costs. Customers currently have more options to move, and are considering alternatives for their moves. 

Moving tax has been added to consumers tax liability. The government has added the cost of moves to annual wages, which in turn adds tax liability. Paid corporate moves are now considered income for shippers. Companies can now deduct the paid moves on their annual bottom line. As this is not a popular change for the shipper, corporations are continuing to find ways to re-compensate them for moves. 

The professionalism for drivers will change in the future. Drivers wages will increase with certifications and training, giving customers a greater peace of mind that a professional will be handling their beloved goods. The business issues that are now facing carriers continue to grow. This makes the competition even greater between carriers. Computerized training is becoming more prevalent. Programs need to be created to initiate this concept…another bottom line expense. 

Shipment weights are lowering. As we, repair firms or Transit Claims Specialists, see regularly with lighter disposable furniture. Less is more these days. This has taken a drastic downward trend since 2008. Carrier’s billing is completely controlled by shipment weights. This also enables carriers to ship more than 1 customer on a move.
                                  Presentation from above session: Check Here 

Don’t Get Buried In The Sand…Who Is Watching Your Financial Health? – Summarized by Bob Dixon
Moderator:  Brenda McCandless - Atlas World Group
Panelist: Mitch Treider - Complete Furniture & Interiors; Maryscott Tuck – AMSA; Bob Dixon - Furniture Medic by Bluegrass Furniture Restoration 

This timely and interesting session was moderated by Brenda McCandless with Maryscott Tuck, Mitch Treider and Bob Dickson.   Maryscott began with her personal story regarding the transition of her family moving business from her grandparents to her parents and eventually to her.   She outlined the trials and tribulations associated with succession planning and focused especially on the issues relating to the ‘family’ aspect of her business.   This information was of great relevance especially to the large number of family owned repair providers and agency level movers as many of these are family based. 

She stressed the need to establish a plan of succession and to begin the process well in advance regarding everything from whether other family members desire to move into leadership and/or ownership positions.   Preparing the successors the opportunity to move into these new roles can be challenging for both them and the current owners as both parties have to allow the other to ‘play their role’ during this time. 

She also spoke about the eventual sale of her business and briefly outlined some differences between the types of sales (asset vs. others) that small businesses face. 

Mitch Treider and Bob Dickson both spoke about their personal stories involving
health related changes that were both very much unforeseen and how they managed to survive in the midst of an unexpected event.    Mitch was able to ‘muscle through’ and keep his company running while Bob explored selling and ended up partnering with another company and changing his role in both his existing and the new business in which he will now have partial ownership. 

In both cases presented by Mitch and Bob, neither was ‘prepared’ ahead of time and they related the difficulties they encountered and the importance and desire to not only keep themselves afloat financially but also to allow their businesses to flourish and keep their employees and their families compensated as well. 

Brenda then spoke about the process of succession from a corporate standpoint and the more formal and planned approach to moving people who are qualified and prepared to move into vacated positions.   This then allows for smoother transitions as people retire, take other positions or otherwise create openings that need to be filled to allow for the uninterrupted service for their customers. 

Generally speaking, the ideas presented from all parties focused on the need to have a succession plan and to begin the planning sooner rather than later. 

Given the age of many of our members on ‘both sides of the desk’, this issue is going to likely become an area of concern for many of us.   In this industry, we rely on one another greatly and more planning and attention that we all give these issues, the better prepared we ALL are as we move into the coming years. 

The session was well organized, well executed and though not an ‘exciting’ topic, a very important and relevant one for us all. 

Inspire…Magical Leadership:  Hocus Pocus It Ain’t – Summarized by Debbie Morales
Guest Speaker: Dr. Betty W. Straub, EdD, MAT, BS  

Our morning session on Tuesday was started off with a guest speaker, Dr. Betty Straub.  She is a research scientist and she entered the room dressed like a butterfly although I thought she looked like Sleeping Beauty’s Fairy Godmother.

She does research on how people view themselves and how their co-workers view them.

She gave us a test and we totaled our answers and they were collected for evaluation.  We were then given a similar test to take back to our office to have a co-worker complete on us.  She asked us questions on key elements and she listed the answers on manual flip charts. One topic was “Model the Way” and she asked what key words, did we think, fit that way to lead?  Words that were collected from the audience were: honesty/pride in job/positive attitude and accountability.

The next key phrase was “Inspire a Shared Vision”. The key words she collected were: Delegate/foster cooperation and Listen.

The next key phrase was “Challenge the Process” and the words she collected as well as phases were:  What If?/playing devil’s Advocate/create a problem/Think through the hard stuff and ASK WHY?

She gave us a chance as managers and business owners a way to think about ways to empower our employees and staff and teach them to problem solve and make us effective managers and leaders.

Breath Easy…Knowing Your Internet Is Secure & a bonus of 30 Apps in 30 mins" – Summarized by Laura Pung
Guest Speaker: James Spellos - Meetings U 

This year we tried something a little different and had a skype speaker, which turned out great. James Spellos and incredibly popular speaker shared with the group how to protect yourself from hackers at a personal and professional level. It is important to ensure your privacy and security setting are correct on your electronic devises (Computer, phone. I PAD etc..). If you have any doubt the email or website may not be legit then “think before you click”. There are professional online hackers that can take over your electronics, which often provide personal information you don’t want them to have. There are some very simple steps that you need to immediately look at to ensure your personal or professional information is secure. James shared the 5 layers of protect ion that all electronic devises should have: anti-virus software, anti-malware, vpn, password manager and 2FA. The message delivered during this you can never have too much protection. 

The second half of the webinar covered 30 apps in 30 minutes. This was very interesting and applicable to your personal and professional day to day activities. Here are feel examples of the apps shared during the session and when they might be the most beneficial. 

Conversational: Slack, Close, Zoon, Mention
Productivity: Mighty Text, Office Lens, Haystack, Doodle
Social: Canva, Hoot Suite, 1FTTT
Travel: Hopper, It’s Easy, Mile IQ
Business: Augment, Photo Math, Air Measure
Protection: Dashlane, Tunnel Bear, Malware Bytes 

Keep Calm…Following Your Digital Paper Trail (or is paper better?) = Summarized by Pam Fischer

Moderators: Pam Johnson-Claims Manager- National Claims Services, Inc.
Panelists: Tony Sarduy - DiSar Furniture Services, Inc.; Robert Wright - Stewart Moving and Storage; Jim O’Leary – Transit Damage Inspection Service; David Clair – Clair’s Furniture Restoration 

This session reviewed paperless vs digital.  Several people are still using paper files and a few are all digital.  Discussion revolved around going all digital with files, reports most everything we do as claim representatives and transit repair specialists. 

Several companies were in the process of transitioning to all digital.  Discussion revolved around the ease of sending photos, reports, file documents etc.  Digital has more clarity, easy to use and can allow managers and/or all parties to see documents and claim files.  It makes communication easier. 

Transit repair specialists remarked that using Google Photos to document transit damage was as easy as loading the photos to an account so all parties can see.  That brought up photos.  Some firms mark photos with the inventory number, arrows pointing to the area of damage.  It was discussed that most claim representatives prefer that photos be sent separate and not embedded within the report itself.  Transit repair specialist feel that going digital for their businesses is harder (cost factor) There are several applications available the can be logged into from anywhere and notes, photos, and even a mapping and appointment system are available within those applications.  Examples are House Call Pro and Dispatch Tracks.  Appointments can be made and even claim representatives can have access to see where the claim is at all times.  Right now some are only available in IOS format. 

Discussion turned to how easy it is to go digital.  The consensus was that it is fairly easy to adjust and if the right equipment is in place (such as 2-3 monitors) it is a very easy transition. 

Atlas advised they are working on money transfers via ACH transfer with a program “Zell” Several companies already wire or ACH transfer monies now.  All in all this was a very productive session with many comments. 

Knowledge Is Power… Summarized by Denice Valluzzi
Guest Speaker: Edwina V. Kessler Esquire - Partner - Catri, Holton, Kessler & Kessler, P.A 

Edwina V. Kessler has been practicing for 23 years, as a civil litigator and trial attorney. The majority of her practice is devoted to trucking litigation.  A majority of the lawsuits are a result of claim settlement denials. 

She mentioned the Carmack Amendment, which is a law applied to motor carriers by Congress in 1935. It was adopted to achieve uniformity in rules governing interstate shipment. TheCarmack Amendment spells out rights, duties and liabilities of shippers and carriers when it comes to cargo loss.

Edwina presented the Cargo Claims – Quick Check List below:

  1. Was the claim filed timely?
  2. Is the claim a proper claim?
    1. Is it in writing?
    2. Does it identify the shipment?
    3. Does it make a claim for payment of a specified amount of money?
    4. Is the party filing the claim a proper party?
    5. Do any of the exceptions to carrier liability apply? (Acts of God, act of the shipper or consignee, inherent nature or vice of the goods, act of public authority, act of war?)
    6. Are there limits of the carrier’s liability under a contract?
    7. If there is not a separate contract, has the carrier limited its liability under the bill of lading?
      1. Does it have the limit set out in a tariff or other rate document and in the bill of lading?
      2. Does it offer different rates for different liability levels? (May not be required)
      3. Was the shipper’s agreement obtained? Or did the shipper not complete the bill of lading provision setting out the options?
      4. Was a bill of lading issued?
      5. Is the damage claimed within the damage allowable under Carmack?
      6. Was the lawsuit filed timely?
      7. When and how was the claim disallowed in whole or in part?
      8. Is the suit removable to federal court?
      9. Does the complaint/Petition include state law causes of action that are pre-empted?
      10. https://birdeye.com

If you receive any formal complaints, via lawyers, courts, insurance commissioners, etc. it is important to follow the required deadlines for any replies and/or requests for file documentation. Most states have a Statutory Limitation of 2 years from the date a claim is completed for a complaint to be filed. You should check each state, as there may be some that differ. 

For complaints received for transferee’s who may have had shipments booked through a Relocation Company, self-insured policies and/or corporate accounts, make sure you check the compliance regulations and guidelines specific for those clients, as well. 

Take The Time To Communicate Effectively summarized by Chuck Russell
Moderator:  Denice Valluzzi - UNIRISC, Inc.
Panelist: Brenda Murray - At Your Service Appraisals; Joyce Manning - Manning Claim Services, LLC; Kathy Kendall - Olympia Moving & Storage and guest appearance by Dan Manning – Manning Claim Services, LLC. 

As we develop into a more eco-friendly way of doing business, more and more organizations are going paperless.  This puts more importance on clear communication thru email.  We are receiving claim forms digitally, as well as sending our repair firm assignments digitally.  It is very important to communicate clearly and make sure everything Is noted to avoid any mishaps along the way.  We also live in a world of immediate response expectations; so returning emails timely, can eliminate phone calls as well as escalations to upper management.  The panel discussed the importance of keeping your word and promises to customers, and creating “tickers” to help you stay organized. 

There were a couple of skits performed by Dan and Joyce Manning, as well as Brenda and Denice.  Both skits focused on communication and how to effectively communicate.  The skits were acted out very consistently with the customer’s we deal with on a daily basis.    We learned that you need to be specific and confirm the actions that were discussed.  Also, it is important to confirm the contact information and even the preferred method of communication whether it be email or phone.  Always be careful in what you put in writing; and be professional, because the emails are easily used to prove a point. 

The panel finished up discussing effective ways to communicate.  Always proofread your messages because auto correct may change what you are really trying to say.  There was a suggestion to use a mirror at your work station to help you remember to smile when talking to difficult shippers.  Take time to breath, break before calling a difficult customer back.  Remember, they have the perception that they’ve been wronged; so don’t take it personal and do your best to work with the customer to achieve a resolution.

                                       Presentation from above session: Click Here

White Party…Closing Reception

What a beautiful closing to our convention.  With the majority of people dressed in white, we gathered under the lighted trees in the courtyard.  Surprised pirate visitors came with a buried treasure challenge for all that wanted to join.  Four teams met the challenge and one team won a treasure chest of bounty.  The evening was filled with the sounds of steel drums creating a wonderful atmosphere for the evening.  No one went away hungry with the bountiful food buffet of fish, chicken and steak served. 

                  Click here to connect to pictures from the CPPC 2018 Convention