www.claimscanada.ca
June/July 2016
Shrinking
the Training Room
Official Journal of the Canadian IndÊpendent Adjusters’ Association
Getting on-the-job experience is becoming an increasing challenge for independent adjusters
PM40063170
p1 CLAIMS COVER FINAL.indd 1
2016-06-30 11:52 AM
GK_Ad_ClaimsCanada.pdf
1
11-11-03
2:51 PM
Exceptional expertise
• Forensic Engineering • Loss Mitigation / Remediation • Engineering Risk Management
416.368.1700 giffinkoerth.com
ad right size.indd 1
15-06-24 3:57 PM
Contents J U N E / J U LY 2 0 1 6 • V O L U M E 1 0 • N U M B E R
3
Cover Feature 12 Shrinking the Training Room The evolving nature of the p&c insurance industry is altering the independent adjuster’s career path and the skills needed to advance along it. Opinions vary, but all agree that the new environment is here to stay. Those who plan to take advantage will be most likely to prosper.
12
BY EMILY ATKINS
Spotlight 20 Making a Connection Communications and integrity are key for Warren Garrett of RF Moore Claims Services Ltd. BY EMILY ATKINS
22
News Features 22 Adjusting Fort McMurray’s Firestorm: Business Interruption & Civil Authority Coverage Issues BY HEATHER SANDERSON
26 Proactive Claims Communication: A Lost Art in Customer Service BY DARA BANGA, FCIP, CFEI
28 The Over/Under on Property Insurance Exploring the obligation to ensure the insurance placed is accurate and sufficient BY TIMOTHY ZIMMERMAN AND ARI SINGER
30 Employing Location Intelligence to Deliver on the Promise of P&C Coverage BY ROB DALEMAN
26
30 Departments 4 First Notice 32 On The Scene
Columns 10 President’s Message
p3 contents.indd 1
2016-06-27 2:06 PM
• first notice FN U.S. insurers paid US$5.37 billion in hail claims for 2008-2014 The years of 2011 and 2014 were the costliest years for hailrelated vehicle claims in the United States during a 2008-14 study period, according to an updated analysis by the Highway Loss Data Institute (HLDI) in the US. A total of 31 insurers in HLDI’s database paid US$5.37 billion in total hail claims for 2008-14, the HLDI said. Hail claims data are from the 31 companies that specify weather as a cause of loss when supplying information to HLDI. These companies’ exposure represents 87 per cent of the comprehensive coverage exposure in HLDI’s database. Results for the latest analysis were based on more than 491 million insured vehicle years and more than 1.5 million claims. The biggest payouts were in 2014 (US$968.9 million) and 2011 (US$948.3 million). The actual payout by all insurers is likely higher and estimated to be US$7.26 billion (US$1.33 billion in 2014 and US$1.28 billion in 2011), according to HLDI. This takes into account that not all companies are represented in HLDI’s database and not all data suppliers submit weather information. HLDI has been studying the frequency, severity and cost of these claims for several years. Using information from insurers about weather-related losses under comprehensive coverage, HLDI analysts matched the dates of those claims to hail events recorded by the National Oceanic and Atmospheric
Response. Results. Specialty Adjusting, Redefined.
BRAMPTON
|
KITCHENER
PETERBOROUGH
|
|
HAMILTON
BELLEVILLE
|
dsbclaims.com
Claims Canada
DSB QtrPg Ad 09_18.indd 1
p4,6,8 FIRST NOTICE.indd 4
OSHAWA
MUSKOKA
1-866-856-6335
4
|
Administration to determine which vehicle claims were for hail damage, the institute explained. The analysis excluded any hailstorms that accompanied tornadoes, since it isn’t possible using HLDI’s data to determine which weather event caused the damage that led to the claim. Motorcycle claims also were excluded. The results showed a frequency of 3.2 claims per 1,000 insured vehicle years during 2008-14, a claim severity of US$3,428 and overall losses of US$11 per insured vehicle year. Across the study period, 2011 had the highest claim frequency of 4.3, while 2014 had the highest claim severity at US$4,169 and overall loss at US$15 per insured vehicle year. So far in 2016, severe thunderstorms have not only pummeled Texas with large hailstones, but also Kansas, Missouri and Oklahoma. Vehicle damage estimates for three springtime Texas storms alone top US$1 billion, according to the Insurance Council of Texas. Some of these losses may be due to other weather factors, such as high winds. ●
Energi of Canada launches p&c programs for energy in Western, Atlantic Canada Companies in parts of Western and Atlantic Canada that exhibit a commitment to loss prevention and implementing best practices will have access to new property and casualty programs for energy business from Energi of Canada Ltd. Already available in Ontario, the energy programs are now being offered in Alberta, British Columbia, Nova Scotia, New Brunswick and Prince Edward Island. Scheduled to expand to other provinces in the coming months, the programs will provide risk management solutions and insurance offerings for energy-related risks in fuel distribution, fuel transportation, energy contractors, renewable energy and alternative energy solutions. “We are very excited to begin offering our programs in other parts of Canada, outside of Ontario,” Lilli Chiu, the company’s vice president of loss prevention and safety, said in a statement. “Our programs are designed to encourage best practices, mitigate risk and help protect companies in the energy industry.” Calling the company’s expansion into other parts of Canada an exciting step foward, “we hope to continue our international growth and eventually offer our full coverage line to clients throughout Canada,” said Tony Passarelli, Energi of Canada’s general manager and vice president of distribution. Energi of Canada is a subsidiary, and the international program arm, of Energi, a provider of specialized insurance programs to more than 1,000 energy companies in the United States. ●
June/July 2016
www.claimscanada.ca 9/18/15 1:30 PM
2016-06-27 2:11 PM
IMPACT EDMONTON: CANADA’S LARGEST SALVAGE AUCTION.
LEAVE NOTHING TO CHANCE Extreme weather. High volume. Challenging conditions. We have our partners covered. With 47 acres of storage space and a 12,500-square-foot auction and inspection building, Impact Edmonton is the largest salvage auction facility in the country. Whatever the situation may be, Impact Edmonton is prepared.
Contact Michelle Mullins for more information: mmullins@impactauto.ca. © 2016 Impact Auto Auctions, Inc. All rights reserved.
107315-02_Ad_20160527_v1_SA.indd 1 ad right size.indd 1
impactauto.ca
5/27/16 3:13 PM 2016-06-20 9:13 AM
• first notice FN Drastic measures needed if insurance sector is to reinvent itself: KPMG report Only half of global insurers polled believe they are capable of extracting and sustaining value from business transformation initiatives, with 57 per cent admitting that their transformation efforts to date have been “less than successful,” according to a new report from KPMG International. KPMG surveyed more than 70 insurance executives from around the world to find out about their recent transformation initiatives, their existing capabilities and their perceptions of the biggest risks and barriers they face, the audit, tax and advisory services fi m said in a statement. According to the report, Empowered for the future: Insurance reinvented, most insurers clearly understand the urgent need for transformation, but are struggling to reinvent their organizations for the future. “Many insurers are more focused on implications of regulatory policy and may not be placing enough attention on changes in customer preferences and needs,” the statement said, adding that less than one-quarter of respondents expect their operating model to be disrupted by changes in customer behavior. “Insurers have been trying to ‘transform’ their organizations for decades – yet very little has actually changed,” notes Mary Trussell, KPMG global lead partner for insurance innovation and change and lead report author. “If insurers are to truly ‘reinvent’ their business and position themselves for success in a world of disruptive innovation – they will need to make more fundamental changes to their business and operating models than ever before.” While more than half (53 per cent) of insurers said that they were capable of achieving “short-term transformation wins,” there was a big difference in achieving a sustainable transformational outcome, the report found. “When it comes to enterprise-wide stra-
tegic change – the type that truly leads to companies being reinvented – it takes a much broader view and a much more strategic approach than most insurers have needed for past initiatives,” said Gary Reader, global head of insurance with KPMG International, in the statement. The report also found that insurance executives increasingly view technology as a catalyst for change. Forty-seven per cent said that new mobile platforms and apps were forcing change in their business and creating new opportunities for transformation; 45 per cent said the same about social networking and collaboration and 41 per cent indicated the same about data and analytics. “In some cases, technology can act as a catalyst as the introduction of telematics did for usage-based insurance, but you can’t let technology drive the bus, but you also don’t want it to overtake you,” noted Trussell in the statement. Around a third of respondents to the survey noted they were watching organizations outside of the insurance sector, and those with disruptive technologies in order to find inspiration to help them reinvent their organizations. The report found that insurers are increasingly taking ideas, approaches and even talent from other sectors to help improve their effectiveness. “What’s important,” noted Reader, “is to find ways to compete with other leading organizations vying for consumers’ attention, not just other insurers.” Trussell suggested customers should be the inspiration for insurers’ efforts to reinvent themselves. “In a highly regulated sector, treating changes in regulation as a springboard to enhance the business for customers rather than something to be endured distinguishes players at the top of their game. The data suggest that many insurers may not yet have their eyes on the ultimate prize,” she said. ●
Global disasters in May resulted in US$7 billion in claims Global disasters in May led to at least US$7 billion in claims, including anticipated insured losses in excess of US$3.1 billion from the Fort McMurray wildfi e, according to Aon Benfield s Global Catastrophe Recap for May. The Global Catastrophe Recap report, noted that insured losses – including physical damage and business interruption – are anticipated to be in excess of $4 billion. The fi e – considered Canada’s costliest disaster – charred more than 580,000 hectares of land and destroyed at least 10 per cent of Fort McMurray, including more than 2,400 homes and other structures, such as sheds, garages and outbuildings, said Aon Benfield, the global reinsurance intermediary and capital advisor of Aon plc. “The severity of the wildfi e damage in Fort McMurray is an unfortunate reminder of how significant insurable losses can be from the peril,” said Adam Podlaha, global head of Impact Forecasting, a catastrophe model development centre, in the release. “The situation in Canada has already allowed for a strong and cooperative response from both the government and the insurance industry as residents and business owners seek to assess the damage and begin the recovery process. Since this is just the sixth individual global 6
Claims Canada
p4,6,8 FIRST NOTICE.indd 6
June/July 2016
wildfi e to surpass the billion-dollar threshold for insurers, there is not a lot of precedent for a fi e event of this magnitude.” Officially dubbed the Horse Creek Fire, no direct casualties were reported, but the event prompted the largest evacuation ever in Alberta, the report noted. Although there were no direct casualties, a car crash killed two people during the evacuation. In addition to the destroyed structures, the report noted, 567 homes were deemed unsafe due to toxic ash. Total economic damages are expected “well into the billions of dollars (US),” the report said. Elsewhere during May, convective storms and widespread flooding from a storm dubbed ‘Elvira’ swept across parts of northern Europe between late May and early June, killing at least 17 people. The most considerable damage was noted in Germany, France, Austria, Poland and Belgium, where floods impacted many major metropolitan regions, including Paris. As many as 150,000 claims were anticipated in France. Insurance industry associations in France and Germany preliminarily estimated combined minimum claims payouts to exceed 2 billion euros. Tentative overall economic damage was estimated to approach 4 billion euros, the report said. ● www.claimscanada.ca
2016-06-27 2:11 PM
March 16.qxp_Layout 1 2016-05-11 2:52 PM Page 1
ENVIRONMENTAL REMEDIATION SPECIALISTS • SITE REMEDIATION • EXCAVATION • DEMOLITION • AST/UST DECOMISSIONING
• Environmental site remediation for PHCs, VOCs, PCBs, metals and other types of contamination. • Excavating services, haulage, disposal, demolition, restoration and clean up. • Above and below ground fuel tank decommissioning. • Licensed by the MOE and TSSA.
ENVIRONMENTAL REMEDIATION SPECIALISTS.
TOLL FREE: 855-378-3015 • FAX: 888-245-5220 • WWW.KGSERVICES.CA • INFO@KGSERVICES.CA
• SERVING ONTARIO •
ad right size.indd 1
2016-06-20 11:24 AM
• first notice FN Many firms with cyber insurance unsure if policies cover new attacks Almost half of fi ms with cyber insurance are unsure if their policy is up-to-date for covering new cyber social engineering attacks, according to research from Mimecast Limited, an email and data security company. Research from the company into the growing cyber insurance industry and evolving email attack techniques found that 45 per cent of fi ms with cyber insurance are unsure if their policy is up-to-date for covering new cyber social engineering attacks, and only 10 per cent believe it is completely up-to-date. Just 43 per cent of fi ms with cyber insurance are confident that their policies would pay out for whaling (CEO fraud) financial transactions, according to the study, released on Tuesday. As well, nearly two-thirds (64 per cent) of fi ms don’t have any cyber insurance at all, Mimecast said in a statement. The survey involved 436 IT experts at organizations in the United States, United Kingdom, South Africa and Australia. For the survey, conducted in March, respondents assessed the growth in a range of email attacks seen over the prior three months. The rise of whaling (CEO fraud) has created an attack climate where many insured organizations may not be protected from fraudulent transactions because they fall outside of the coverage scope of when their policies were originally signed, Mimecast suggested. While over half (58 per cent) of organiza-
tions have seen an increase in untargeted phishing emails, 65 per cent have seen targeted phishing attacks grow and 67 per cent have seen a spike in whaling attacks, where a cybercriminal dupes employees into making fraudulent transactions on behalf of a CEO or CFO (chief financial officer). Additionally, 50 per cent said they have seen an increase in social engineering attacks that utilize malicious macros in attachments. “Cyber insurance uptake is growing quickly, but a lack of employee training on the latest email attacks is leaving organizations at great risk of breaking policy terms,” said Steven Malone, director of security product management at Mimecast, in the statement. “While insurers often pay for clean-up fees after a breach, it is important that organizations check that their policies protect them if an employee is tricked into sending a large amount of money to a fraudulent account. Attacks where employees are tricked into sending personal data or intellectual property are even less likely to be fully covered.” With the cybersecurity landscape constantly evolving, Malone said, cyber insurers will have great difficulty keeping their coverage up-to-date. “A comprehensive cyber resilience strategy is only effective alongside regular employee training on the latest threats combined with appropriate technology failsafes.” ●
Paul Aquino Publisher (416) 510-6788 paul@canadianunderwriter.ca
Steve Wilson Senior Publisher (416) 510-6800 steve@canadianunderwriter.ca
Christine Giovis Account Manager (416) 510-5114 christine@canadianunderwriter.ca
Emily Atkins Editor (416) 510-5130 emily@claimscanada.ca
Karen Samuels Production Manager • (416) 510-5190 karens@newcom.ca
Mike Wells Account Manager • (416) 510-5122 mike@canadianunderwriter.ca
Michael Chimienti Art Director mike@newcom.ca
Subscription inquiries (416) 614-5831 Official Journal of the Canadian Indeépendent Adjusters’ Association
www.claimscanada.ca
Produced by the publishers of Canadian Underwriter magazine
A bi-monthly magazine (6x per year), Claims Canada is published by NEWCOM Business Media Inc. is located at: 80 Valleybrook Drive, Toronto, ON, M3B 2S9. Claims Canada magazine is the Official Publication of the Canadian Independent Adjusters’ Association [CIAA] and through its editorial content and circulation brings together the ‘entire property & casualty insurance claims market nationally’ with information and insight into the profession, business and people of insurance claims and loss adjusting. All key claims process stakeholders are reached as part of our readership community – including: both CIAA member and non-member independent claims adjusting firms; insurance and reinsurance company executive, claims management
8
Claims Canada
p4,6,8 FIRST NOTICE.indd 8
June/July 2016
and claims adjusting personnel; corporate risk managers and loss control professionals; insurance brokers; insurance law firms; forensic engineers and accountants; appraisal, restoration, rehabilitation and collision repair professionals; Insurance Institute chapters; insurance associations, regulators and related claims market recipients. The contents of this publication may not be reproduced or transmitted in any form, either in part or in full, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent.
www.claimscanada.ca
2016-06-27 2:11 PM
CIAA REGIONAL PRESIDENTS 2015 – 2016 NEWFOUNDLAND & LABRADOR TBA
NOVA SCOTIA Michael Connolly, BA, CFEI, CIP ClaimsPro 238 Brownlow Avenue, Suite 300 Dartmouth, NS B3B 1Y2 Phone: (877) 514-6269 Fax: (902) 425-9918 E-mail: michael.connolly@scm.ca
NEW BRUNSWICK & PRINCE EDWARD ISLAND Greg Potten, BPE, CIP, CFEI AMG Claims Inc. 212 Queen Street, Unit 308 Fredericton, NB E3B 1A8 Phone: (506) 458-9000 Fax: (506) 458-9595 E-mail: greg.potten@amgclaims.ca
QUEBEC/AESIQ Denis Duchesne Cunningham Lindsey Canada Claims Services Ltd. 1250 rue Guy, bureau 1000 Montreal, QC H3H 2T4 Phone: (514) 938-5400 Fax: (514) 938-5445 E-mail: dduchesne@cl-na.com
ONTARIO Maria Joshua, FCIP Sedgwick CMS Canada Inc. 21 Four Seasons Place, Suite 100 Toronto, ON M9B 6J8 Phone: (416) 695-5100 Fax: (416) 695-5120 E-mail: maria.joshua@sedgwickcms.ca
MANITOBA Craig Shanks, BA, CIP Network Adjusters Ltd. 64 Regent Cres. Brandon, MB R7B 2W9 Phone: (204) 725-7436 Fax: (204) 725-7437 E-mail: craig.shanks@mymts.net
SASKATCHEWAN Justin Braaten, FCIP, CRM, XAT Capital Claims Adjusters Limited 3500 – 13th Avenue Regina, SK S4T 1P9 Phone: 1 866 550-0516 Fax: 1 866 725-4794 E-mail: justin@capitalclaims.ca
WESTERN M. Doreen Lennon, CIP T&L Adjusters Ltd. #309, 5227 55 Avenue NW Edmonton, AB T6B 3V1 Phone: (780) 463-7776 Fax: (780) 462-1280 E-mail: dlennon@tladjusters.com
PACIFIC Stacy Phillips, B.Comm., CRM, FCIP ClaimsPro 600, 1111 Melville Street Vancouver, BC V6E 3V6 Phone: (888) 681-6331 Fax: (604) 681-6388 E-mail: stacy.phillips@scm.ca
www.claimscanada.ca
p9 CIAA NSC.indd 9
National Standing Committees 2015-2016 ADVISORY Heather Matthews, CIP, CRM Crawford & Company (Canada) Inc. 539 Riverbend Dr. Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Heather.Matthews@crawco.ca Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com Paul Féron, FCIP, CRM ClaimsPro 210 – 746 Baseline Rd. East London, ON N6C 5Z2 Phone: (519) 645-6500 Fax: (519) 645-2250 E-mail: paul.feron@scm.ca Lorri Frederick ClaimsPro 120 Adelaide St. W., Suite 2401 Toronto, ON M5H 1T1 Phone: (905) 308-6292 Fax: (416) 360-7335 E-mail: lorri.frederick@scm.ca James B. Eso, CIP, CIOP Crawford & Company (Canada) Inc. 539 Riverbend Drive Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Jim.Eso@crawco.ca E. Grant King, BA, B.Ed., CIP Crawford & Company (Canada) Inc. 120 – 237 Brownlow Avenue Dartmouth, NS B3B 2C7 Phone: (902) 468-7787 Fax: (902) 468-5822 E-mail: Grant.King@crawco.ca John Jones, BA Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: jjones@cl-na.com Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com Marie C. Gallagher, FCIP, CRM Kernaghan Adjusters Limited 602 – 1 St. Paul Street St. Catharines, ON L2R 7L3 Phone: (289) 786-1074 Fax: (289) 723-1979 E-mail: mgallagher@kernaghan.com Craig J. Walker, CIP, FCIAA, FIFAA Maltman Group International 3550 Victoria Park Ave., Suite 301 Toronto, ON M2H 2N5 Phone: (416) 492-4411 Fax: (416) 492-5657 E-mail: cwalker@maltmans.com CIAA NATIONAL INSURANCE INDUSTRY ADVISORY BOARD Patti M. Kernaghan, FCIP, CRM Kernaghan Adjusters Limited 300 - 1445 West Georgia Street Vancouver, BC V6G 2T3 Phone: 1-800-387-5677 Fax: 1-800-387-5644 E-mail: pkernaghan@kernaghan.com Fred R. Plant, AIIC ClaimsPro 85 Englehart Street Dieppe, NB E1A 8K2 Phone: (506) 853-8507 Fax: (506) 853-8501 E-mail: fred.plant@scm.ca
Heather Matthews, CIP, CRM Crawford & Company (Canada) Inc. 539 Riverbend Dr. Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Heather.Matthews@crawco.ca Monica Kuzyk, FCIP, CRM Curo Claims Services 125 Northfield D . W., P.O. Box 218 Waterloo, ON N2J 3Z9 Phone: (866) 952-2876 Fax: (519) 888-9704 E-mail: mkuzyk@curocanada.com Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com Patricia M. Battle Canadian Independent Adjusters’ Association/L’Association Canadienne des Experts Indépendants Centennial Centre, 5401 Eglinton Ave. West, Suite 100 Etobicoke, ON M9C 5K6 Phone: (416) 621-6222 Toll Free: 1-877-255-5589 Fax: (416) 621-7776 E-mail: pbattle@ciaa-adjusters.ca
Mark Weir CIAA NIIAB c/o CIAA 5401 Eglinton Ave. W., Suite 100 Etobicoke, ON M9C 5K6 Ph: (416) 621-6222 Fax: (416) 621-7776 E-mail: 4markweir@gmail.com CAREER RECRUITMENT PLANNING Richard Swierczynski, BA, CIP AZ Claims Services Inc. 1500 Upper Middle Rd., Unit #3, P.O. Box 76041 Oakville, ON L6M 3G3 Phone: (905) 825-0027 Fax: (905) 825-5543 E-mail: richard@azclaims.ca COMMUNICATIONS Richard Swierczynski, BA, CIP AZ Claims Services Inc. 1500 Upper Middle Rd., Unit #3, P.O. Box 76041 Oakville, ON L6M 3G3 Phone: (905) 825-0027 Fax: (905) 825-5543 E-mail: richard@azclaims.ca
FINANCE John D. Seyler, CIP Integrated Insurance Resources 5080 Timberlea Blvd., Suite 214 Mississauga, ON L4W 4M2 Ph: (905) 238-4985 Fax: (905) 238-2735 E-mail: jseyler@integrated-ins.ca Fred R. Plant, AIIC ClaimsPro 85 Englehart Street Dieppe, NB E1A 8K2 Ph: (506) 853-8507 Fax: (506) 853-8501 E-mail: fred.plant@scm.ca Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com
IBC: LIAISON, LEGISLATIVE & FORMS Paul Hancock, B.Sc., CIP Crawford & Company (Canada) Inc. John D. Seyler, CIP 300 – 123 Front Street West Integrated Insurance Resources Toronto, ON M5J 2M2 5080 Timberlea Blvd., Suite 214 Phone: (416) 867-1188 Mississauga, ON L4W 4M2 Fax: (416) 867-1925 Ph: (905) 238-4985 Fax: (905) 238-2735 E-mail: Paul.Hancock@crawco.ca E-mail: jseyler@integrated-ins.ca LICENSING Fred R. Plant, AIIC J. Miles O. Barber, B.Comm. (Hons.), ClaimsPro FCIP, CRM 85 Englehart Street Marie C. Gallagher, FCIP, CRM Network Adjusters Ltd. Dieppe, NB E1A 8K2 Kernaghan Adjusters Limited 67 Folkestone Blvd. Phone: (506) 853-8507 602 – 1 St. Paul Street Winnipeg, MB R3P 0B4 Fax: (506) 853-8501 St. Catharines, ON L2R 7L3 Phone: (204) 897-5793 E-mail: fred.plant@scm.ca Phone: (289) 786-1074 Fax: (204) 897-5797 Fax: (289) 723-1979 E-mail: mbarber@mts.net CONSTITUTION & RULES E-mail: mgallagher@kernaghan.com Paul Féron, FCIP, CRM MEMBERSHIP & QUALIFICATIONS ClaimsPro Craig J. Walker, CIP, FCIAA, FIFAA Marie C. Gallagher, FCIP, CRM 210 – 746 Baseline Rd. East Maltman Group International Kernaghan Adjusters Limited London, ON N6C 5Z2 3550 Victoria Park Ave., Suite 301 602 – 1 St. Paul Street Phone: (519) 645-6500 Toronto, ON M2H 2N5 St. Catharines, ON L2R 7L3 Fax: (519) 645-2250 Phone: (416) 492-4411 Phone: (289) 786-1074 E-mail: paul.feron@scm.ca Fax: (416) 492-5657 Fax: (289) 723-1979 E-mail: cwalker@maltmans.com CONVENTION E-mail: mgallagher@kernaghan.com E. Grant King, BA, B.ED, CIP Sasha Alexander NOMINATING Crawford & Company (Canada) Inc. University of Guelph Albert Poon, CIP 120 – 237 Brownlow Ave. Alexander Hall Cunningham Lindsey Canada Dartmouth, NS B3B 2C7 50 Stone Road East Claims Services Ltd. Ph: (902) 468-7787 Fax: (902) 468-5822 Guelph, ON N1G 2W2 1102 – 50 Burnhamthorpe Rd. W. Ph: (519) 824-4120 Fax: (519) 824-0364 E-mail: Grant.King@crawco.ca Mississauga, ON L5B 3C2 E-mail: sasha@uoguelph.ca DESIGNATION Phone: (905) 896-8181 Ian Frost, FCIP Paul W. Greening, CLA, FCIAA Fax: (905) 896-3485 Wawanesa Mutual Insurance Greening Aviation Claims Inc. E-mail: apoon@cl-na.com Company 26C Palliser Park, Box 190 Riverhurst, Fred R. Plant, AIIC SK S0H 3P0 191 Broadway ClaimsPro Phone: (306) 353-2000 Winnipeg, MB R3C 3P1 85 Englehart Street Fax: (306) 353-2200 Phone: (204) 985-3886 Dieppe, NB E1A 8K2 E-mail: pgreening@sasktel.net Fax: (204) 942-7724 Ph: (506) 853-8507 Fax: (506) 853-8501 E-mail: ifrost@wawanesa.com Robert V. Pearson, CLA, FCIAA E-mail: fred.plant@scm.ca CIAA Honorary Life Member Tim Guernsey Lorri Frederick – ClaimsPro c/o CIAA National Offic RSA Canada 120 Adelaide St. W., Suite 2401 5401 Eglinton Ave. W., Suite 100 18 York Street, Suite 800 Toronto, ON M5H 1T1 Etobicoke, ON M9C 5K6 Toronto, ON M5J 2T8 Ph: (905) 308-6292 Fax: (416) 360-7335 Phone: (416) 621-6222 Phone: (416) 366-7511 E-mail: lorri.frederick@scm.ca Fax: (416) 621-7776 Fax: (416) 367-9869 James B. Eso, CIP, CIOP E-mail: info@ciaa-adjusters.ca E-mail: tim.guernsey@rsagroup.ca Crawford & Company (Canada) Inc. EDITORIAL Peter Hohman 539 Riverbend Drive Mary Charman, CIP Insurance Institute of Canada Kitchener, ON N2K 3S3 Crawford & Company (Canada) Inc. 18 King Street East, 6th Floor Phone: (519) 578-5540 1 – 120 Mulock Dr. Toronto, ON M5C 1C4 Fax: (519) 578-2868 Newmarket, ON L3Y 7C5 Phone: (416) 362-8586 E-mail: Jim.Eso@crawco.ca Phone: (905) 898-0008 Fax: (416) 362-1126 Craig J. Walker, CIP, FCIAA, FIFAA E-mail: phohman@insuranceinstitute.ca Fax: (905) 898-1705 E-mail: Mary.Charman@crawco.ca Maltman Group International Glen Hopkinson John M. Sharoun, FCIP, FCIAA, CRM 3550 Victoria Park Ave., Suite 301 XL Insurance Company SE Crawford & Company (Canada) Inc. Toronto, ON M2H 2N5 100 Yonge Street, Suite 1200 Ph: (416) 492-4411 Fax: (416) 492-5657 300 – 123 Front Street West Toronto, ON M5C 2W1 E-mail: cwalker@maltmans.com Toronto, ON M5J 2M2 Phone: (647) 277-8650 E-mail: glen.hopkinson@xlcatlin.com Dan Langer CICMA Ontario Chapter President c/o CIAA 5401 Eglinton Ave. W., Suite 100 Etobicoke, ON M9C 5K6 Phone : (416) 621-6222 Fax : (416) 621-7776 E-mail: danlanger@sympatico.ca Justin MacGregor Highgate Insurance Brokers Inc. 151 Rose Glen Rd. Port Hope, ON L1A 3V6 Phone: (905) 885-1551 E-mail: justinmacgregor@highgateinsurance.com Alex Walker, CIP Aviva Canada 2206 Eglinton Ave. E. Toronto, ON M1L 4S8 Phone: (866) 692-8482 E-mail: alex_walker@avivacanada.com
Phone: (416) 867-1188 Fax: (416) 867-1925 E-mail: John.Sharoun@crawco.ca EDUCATION Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca
EMERGENCY MEASURES Richard Van Horne Action Investigations Inc. 2 Catelina Court Dartmouth, NS B2X 3G9 Phone: (902) 462-1222 Fax: (902) 462-3688 E-mail: richardvanhorne@actioninvestigations.ca
June/July 2016
PRIVACY James B. Eso, CIP, CIOP Crawford & Company (Canada) Inc. 539 Riverbend Drive Kitchener, ON N2K 3S3 Ph: (519) 578-5540 Fax: (519) 578-2868 E-mail: Jim.Eso@crawco.ca
Keith P. Edwards, FCILA, CLA, FUEDI-ELAE ClaimsPro 120 Adelaide St. W., Suite 2401 Toronto, ON M5H 1T1 Ph: (416) 777-4479 Fax: (416) 360-7335 E-mail: keith.edwards@scm.ca PROFESSIONAL PRACTICES Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com
Claims Canada
9
2016-06-27 2:27 PM
Message from the President La Plume du Président FRED PLANT
Well, it happened. We knew it would. Everyone knew. It was just a matter of time. A really big one. Fort McMurray burned. At the time of this writing, the return of Fort McMurray residents and with them, loss adjusters tasked with helping people get their lives back to what will be their new “normal”, has just begun. There are many aspects of what happened in Fort McMurray that are unprecedented and much will be written on that in the days to come. There will be issues arising from all of this that no one can imagine at this stage. What has caught my attention above all, and what I can only touch on in this limited space, is the sheer volume of information that is now readily available to anyone with Internet access and the impact of that information on the adjustment of claims. James O’Reilly watched his house burn, remotely and in real time. And it was captured on video for all the world to see, including you, right now: http://tinyurl.com/FtMcBurn I had never seen anything like that before and it is just a tiny glimpse into the future of the impact of information and technology on the art of loss adjusting. Imagine having a look at things, for property or casualty, and knowing, factually, what existed immediately before the moment of loss. Rather than trying to recreate that picture, it is right there before you. A game changer for sure. There is an important distinction to be made between the noise of all the information that comes out on a topic and the sound of important and useful information on that topic. Noise is such things as the dogmatic assertion by BMO, on May 5, on the potential value of Fort McMurray fire-related losses and the equally irresponsible CBC headline “Fort McMurray fire could cost insurers $9 billion, BMO predicts” associated with BMO’s remarks. The disruptive noise created by BMO drowned out other information, really useful stuff, that was not familiar and therefore not heard. Here I am referring to the satellite mapping information that was widely disseminated as early as May 6 by Google and the Province of Alberta. Never before had there been such an opportunity to do a remote assessment of damage during a mass evacuation. The information was there, however we didn’t make very good use of it. We weren’t tuned in very well and those who were couldn’t believe their ears. It didn’t sound right in the wake of the $9 billion comment so it did not resonate; yet it was truly real and totally factual. 10 Claims Canada
June/July 2016
Oui, cela a bien eu lieu. Nous savions qu’il en serait ainsi. Tout le monde le savait. Ce n’était qu’une question de temps. Une catastrophe vraiment terrible. Fort McMurray a été ravagé par les flammes. Au moment de la rédaction de ce texte, le retour des résidents de Fort McMurray, accompagnés d’experts en sinistres chargés d’aider les gens à s’adapter à leur nouvelle vie « normale », vient de commencer. Plusieurs des aspects de la catastrophe qui a eu lieu à Fort McMurray sont sans précédent, et les gens écriront beaucoup à ce sujet au cours des jours à venir. À ce stade, personne ne peut imaginer les problèmes qui découleront de tout cela. Ce qui a surtout attiré mon attention et que je ne peux qu’aborder brièvement dans cet espace limité, c’est le volume impressionnant de renseignements maintenant faciles d’accès pour toute personne ayant accès à Internet et l’incidence de ces renseignements sur le règlement des sinistres. James O’Reilly a regardé sa maison brûler, à distance et en temps réel. De plus, tout cela a été enregistré sur une vidéo que le monde entier peut regarder, y compris vous, à cet instant : http://tinyurl.com/FtMcBurn Je n’avais jamais rien vu de pareil, et il s’agit uniquement d’un aperçu de l’incidence future des renseignements et de la technologie sur l’art du règlement des sinistres. Imaginez que, pour l’assurance de dommages, vous ayez la possibilité de voir les biens et de savoir, avec certitude, ce qui existait immédiatement avant le moment du sinistre. Au lieu d’essayer de recréer l’image, vous la voyez là, juste devant vous. C’est certain que cela change la donne. Il est important de distinguer le bruit de tous les renseignements qui découlent d’un sujet particulier et le son des renseignements importants et utiles sur ce sujet. Le bruit c’est, par exemple, l’affirmation dogmatique de la BMO du 5 mai concernant la valeur potentielle des pertes liées à l’incendie de Fort McMurray et le gros titre tout aussi irresponsable de la CBC, associé aux commentaires de la BMO, affirmant que selon les prédictions de la BMO, l’incendie de Fort McMurray pourrait coûter 9 milliards de dollars aux assureurs (« Fort McMurray fire could cost insurers $9 billion, BMO predicts »). Le bruit perturbateur créé par la BMO a étouffé d’autres renseignements, soit des renseignements vraiment utiles, qui n’étaient pas familiers et qui n’ont donc pas été entendus. Je fais ici référence aux renseignements de cartographie par satellite qui ont été largement diffusés, dès le 6 mai, par Google et la province de l’Alberta. Jamais auparavant n’avons-nous eu une telle occasion d’effectuer une évaluation à distance des dommages dans le cadre d’une évacuation massive. Les renseignements étaient là, mais personne ne les a utilisés à bon escient. Nous n’étions pas très bien à l’écoute, et ceux qui l’étaient n’en croyaient pas leurs oreilles. Ces renseignements ne sonnaient pas juste à la suite du commentaire sur les 9 milliards de dollars et ont donc soulevé peu d’enwww.claimscanada.ca
With social media platforms such as Twitter and an abundance of new data sources, there is a seemingly endless supply of background noise leading to erroneous assumptions, theories void of factual foundation and decisions influenced by misleading evidence. The noise is only getting louder, and as has always been the case, it falls on loss adjusters, the front-line deliverers of our industry’s product, to be aware of the influence of the mass of information and how to manage people’s expectations in the new order. This is not going to be easy. However, as we have for as long as we have had to, independent adjusters will adapt, and we will deliver. We cannot, however, be prepared in these situations without Insurer support every day. Fort McMurray has proven, as have Cats before, that Insurers and Independent Adjusters need each other. Developing strong relationships and fostering those relationships every day is critical to the overall, long-term success of our industry. Ours is an honorable profession and you should be proud of the important work you do, every day, delivering the product of the Property & Casualty Insurance Industry in Canada.
thousiasme. Toutefois, ils étaient vrais et totalement basés sur des faits. En raison de plateformes de médias sociaux telles que Twitter et une abondance de nouvelles sources de données, il semble qu’il existe une source inépuisable de bruits de fond qui donnent lieu à des suppositions erronées, des théories sans aucun fondement factuel et des décisions influencées par des preuves trompeuses. Le bruit ne fait que s’intensifie , et comme cela a toujours été le cas, il incombe aux experts en sinistres, soit les fournisseurs de produits de l’industrie de première ligne, d’être conscients de l’influence de l’abondance de renseignements et de savoir gérer les attentes des gens dans ce nouveau système. Cette tâche ne va pas être facile. Toutefois, les experts en sinistres indépendants s’adapteront, comme ils l’ont toujours fait lorsque c’était nécessaire, et livreront la marchandise. Toutefois, dans de telles situations, nous ne pouvons pas être préparés sans le soutien quotidien des assureurs. L’incendie de Fort McMurray a prouvé, comme d’autres catastrophes auparavant, que les assureurs et les experts en sinistres indépendants ont besoin les uns des autres. L’établissement et l’entretien de relations solides sur une base quotidienne sont essentiels à la réussite à long terme de l’ensemble de notre industrie. Notre profession est respectable, et vous devriez être fie s du travail important que vous accomplissez chaque jour, c’est-à-dire, offrir le produit du secteur de l’assurance de dommages au Canada.
Members of CIAA from across Canada will be meeting at the CIAA National Convention to be held in beautiful St. Andrews, New Brunswick, September 22-25, 2016. These and other important issues affecting our profession will be in discussion. Be part of the conversation. I look forward to seeing you there. ■
Les membres de l’ACEI provenant de l’ensemble du Canada se rencontreront à l’occasion du congrès national de l’ACEI qui aura lieu dans la magnifique ville de St. Andrews, au Nouveau-Brunswick, du 22 au 25 septembre 2016. Ces sujets ainsi que d’autres questions importantes touchant notre profession seront abordés. Participez à la conversation. Je compte sur votre présence. ■
NATIONAL EXECUTIVE 2015 2014 - 2016 2015 PRESIDENT Fred R. Plant, AIIC ClaimsPro 85 Englehart Street Dieppe, NB E1A 8K2 Phone: (506) 853-8507 Fax: (506) 853-8501 E-mail: fred.plant@scm.ca 1ST VICE-PRESIDENT Heather Matthews, CIP, CRM Crawford & Company (Canada) Inc. 539 Riverbend Dr. Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Heather.Matthews@crawco.ca 2ND VICE-PRESIDENT Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca SECRETARY Monica Kuzyk, FCIP, CRM Curo Claims Services 125 Northfield D . W., P.O. Box 218 Waterloo, ON N2J 3Z9 Phone: (866) 952-2876 Fax: (519) 888-9704 E-mail: mkuzyk@curocanada.com
www.claimscanada.ca
p10,11 presidents message.indd 11
TREASURER John D. Seyler, CIP Integrated Insurance Resources 5080 Timberlea Blvd., Suite 214 Mississauga, ON L4W 4M2 Phone: (905) 238-4985 Fax: (905) 238-2735 E-mail: jseyler@integrated-ins.ca PAST-PRESIDENT Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com EXECUTIVE DIRECTOR Patricia M. Battle Canadian Independent Adjusters’ Association/ L’Association Canadienne des Experts Indépendants Centennial Centre, 5401 Eglinton Avenue West, Suite 100 Etobicoke, ON M9C 5K6 Phone: (416) 621-6222 Toll Free: 1-877-255-5589 Fax: (416) 621-7776 E-mail: pbattle@ciaa-adjusters.ca
DIRECTOR Paul Féron, FCIP, CRM – ClaimsPro 210 – 746 Baseline Rd. East London, ON N6C 5Z2 Ph: (519) 645-6500 • Fax: (519) 645-2250 E-mail: paul.feron@scm.ca DIRECTOR Lorri Frederick – ClaimsPro 120 Adelaide St. W., Suite 2401 Toronto, ON M5H 1T1 Ph: (905) 308-6292 • Fax: (416) 360-7335 E-mail: lorri.frederick@scm.ca DIRECTOR James B. Eso, CIP, CIOP Crawford & Company (Canada) Inc. 539 Riverbend Drive, Kitchener, ON N2K 3S3 Ph: (519) 578-5540 • Fax: (519) 578-2868 E-mail: Jim.Eso@crawco.ca DIRECTOR E. Grant King, BA, B.Ed., CIP Crawford & Company (Canada) Inc. 120 – 237 Brownlow Avenue Dartmouth, NS B3B 2C7 Ph: (902) 468-7787 • Fax: (902) 468-5822 E-mail: Grant.King@crawco.ca DIRECTOR John Jones, BA Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 • Fax: (905) 896-3485 E-mail: jjones@cl-na.com
DIRECTOR Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 • Fax: (905) 896-3485 E-mail: apoon@cl-na.com DIRECTOR Marie C. Gallagher, FCIP, CRM Kernaghan Adjusters Limited 602 – 1 St. Paul Street St. Catharines, ON L2R 7L3 Ph: (289) 786-1074 • Fax: (289) 723-1979 E-mail: mgallagher@kernaghan.com DIRECTOR Craig J. Walker, CIP, FCIAA, FIFAA Maltman Group International 3550 Victoria Park Ave., Suite 301 Toronto, ON M2H 2N5 Ph: (416) 492-4411 • Fax: (416) 492-5657 E-mail: cwalker@maltmans.com DIRECTOR Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca
June/July 2016
Claims Canada 11
2016-06-27 2:31 PM
CS
• cover story
Shrinking
the Training Room
The evolving nature of the p&c insurance industry is altering the independent adjuster’s career path and the skills needed to advance along it. Opinions vary, but all agree that the new environment is here to stay. Those who plan to take advantage will be most likely to prosper. BY EMILY ATKINS
p12-19 COVER STORY FINAL.indd 12
2016-06-28 11:23 AM
I
n an era when losses are beginning to be adjusted by algorithm, there is growing concern about the changing role of the human loss adjuster. The feature, “Are you keeping up”, which appeared in the last issue of Claims Canada, generated a discussion with CIAA president Fred Plant about signifi ant changes in approaches to claims handling and how they will affect the role of the independent adjusters in years to come. Plant, (ClaimsPro’s Senior Vice President, Atlantic Region) shared the concern, raised by many senior adjusters over the past several years, that these changes will mean a drastic reduction in the opportunities for young, developing adjusters to gain on-the-job experience to learn the fi er points of what he calls “the art of loss adjusting”. Plant calls this the closing of the training room, and seeks to build a dialogue within the p&c insurance industry to develop approaches that will help to ensure young adjusters can get the exposure they need to develop sophisticated claims adjusting skills.
The training room The traditional trajectory for someone to reach the level of a senior, or Executive General Adjuster, was handswww.claimscanada.ca
p12-19 COVER STORY FINAL.indd 13
on exposure to adjusting, starting from taking statements on basic and simple claims and gradually moving to more complex claims and learning all the facets of adjusting a major loss. It’s generally acknowledged that it takes several years to gain the level of expertise that affords an adjuster the ability to work independently on major cases. For example, according to Rohit Trivedi, Vice President – Claims Manager, at AXIS Reinsurance Company, who works primarily in the professional liability area, “it takes a few years to get the skill set. The typical learning curve in the professional liability space, if you’ve never done it before, is a minimum of three to five years.” And these are not skills that come through academic learning. “To take an adjuster and develop them from start to fin sh requires many years of handling different types of loss,” concurs Albert Poon, CEO, Cunningham Lindsey Canada Claims Services Ltd. Plant elaborates: “The best adjusters in this business have 30 years of claims experience because that is the most effective way to be trained in this business. You could take all the theory courses you want—we all have to go through that—but what’s written in those books versus what happens in the fi ld is quite different and it’s a lot deeper. If you just want people who are
taking the theory courses and following the manuals, then you’re just going create adjusters who are driven by process and not by outcome.” So, for the development of senior people with the skills to handle major, complex losses, there need to be plenty of opportunities to observe, practice and learn by doing, in the fi ld.
Shrinking the room The scenario Plant foresees, where these opportunities are scarce, stems in part from the siloization of the adjusting process. With different parts of the process being handled by individuals who only see one piece of a claim, over and over again, there is no opportunity for them to gain the broader perspective on the how the claim is handled from start to fin sh. And it frustrates him because they are expected to be good at their job without “any other experience in the rest of the claim, to know what other questions should be asked. We should just somehow know that by osmosis,” he says. “It doesn’t happen.” Th s loss of “crosspollination” means what the industry is creating is, “instead of insurance adjusters with twenty years of experience, they’re creating insurance adjusters with one year of experience, twenty times,” Plant asserts. June/July 2016
Claims Canada 13
2016-06-28 11:23 AM
Taking the siloization one step further are companies like WeGoLook. com. It’s Uber for investigation, with a network of agents who will attend a scene and complete on-site data capture, take photos, and complete reports with no adjuster training at all. Whether you call it siloization or commoditization, it points to a major factor playing into the shrinking of the training room: an increasing focus on cost and effici cy by insurers. Their bottom-line considerations determine whether adjusting will be done in-house, by independents, or even by algorithm. “At the moment the industry is at a crossroads as to whether it’s more effici t and effective to service that business internally as opposed to outsourcing it,” says Ashley Lawrence, Head of Claims, Everest Lloyd’s Syndicate 2786, a member of Everest Re Group, Ltd. “From my point of view as a Lloyd’s entity, the outsourcing option works for us. For some carriers that are writing household business in particular territories they may feel
they’ve got enough business to justify servicing it internally. If there is more insourcing then there are going to be fewer opportunities for the independent adjusters.” The cyclical nature of the business also impinges on the independent ad-
We will continue to need services of savvy independent adjusters, and hopefully they’re grooming younger people to come up.
The penetration of technology into the insurance sector is also creating knock-on effects for independent adjusters. As software becomes more and more sophisticated, it is becoming capable of processing the variables of claims as they are received. While this is not replacing the services of a senior adjuster who investigates complex losses, we have arrived at the point where “the small value claim may be handled basically by a computer— very similar to how they renew your auto insurance—using algorithms,” says Cindy LeBlanc, Manager, National Claims Operations, The Sovereign General Insurance Company. “It’s futuristic but I don’t think it’s really that far off.”
juster. As Trivedi notes, some insurers go through phases where they try to bring adjusting in-house, but then there is a restructuring and they let them go, and then “try to rebuild when their underwriting volume is increased”.
The Catch-22 Clearly cost reduction is a major driver in finding efficiencies in claims handling and loss adjustment. But cutting costs in certain areas may actually contribute to wasting resources, with a resulting hit to the bottom line.
A catastrophic event A catastrophic event
p12-19 COVER STORY FINAL.indd 14
2016-06-28 11:23 AM
A recent study by PwC called Stopping the Leaks, looks at claims leakage—the difference between what insurers should pay in claims and the amount they end up paying—as a key area for potential savings. The research found that insuffici t training is actually a signifi ant source of leakage. The report cites major leakage due to errors in payments to clients, resulting from lack of appropriate training provided to employees, and the assignment of claims to adjusters with inappropriate skill levels that result in their inability to recognize and deal with critical issues. Failure to seize on opportunities is another of the areas the report found created leakage. Both inconsistencies in individual claims handlers’ approaches in setting case reserves and settlement values, and the repeated re-assignment of files across various claims handlers were cited as causes. In suggesting solutions to prevent claims leakage, the report’s fi st recommendation is “refreshing training curricula quarterly to refl ct latest in-
dustry issues, factoring in the lessons learned from the results of a claim review process.” It also suggests: “Using effici t claim allocation workfl w models to ensure the right assessors are involved early in a claim.”
Just as in-house staff need training, if the independents lack opportunities to learn, they will be less able to step in as experienced, seasoned loss adjusters when they are needed by the insurers. While neither of these in-house approaches directly impacts the role of the independent adjuster, both highlight the importance of having the right, properly trained, and analytically sophisticated people for the job
in order to ensure good bottom-line results.
Experience matters And that’s defin tely what the insurers who use the services of independent adjusters are still looking for. With customer experience becoming ever more important, and companies judging success based on client reviews, the drive for service excellence often comes down to being able to rely on the outside service provider— namely the independent adjuster. At Sovereign General, Leblanc notes that they seek out the best independent adjuster for the file. “They have to have the personality, they have to have the people skills and they have to have the knowledge,” she says. “Clients are very demanding, and speaking from the commercial side, time is money. They want to keep their businesses up and running, so when the adjuster goes to see them on the initial visit they have to be well versed on their policy coverages, be able to give them instructions, and not dilly-dally
demands a decisive response. demands a decisive response.
FirstOnSite has the leadership, resources and ability to manage any disaster event. Our work is our From the devastating flooding in to Southern to theevent. fires in FirstOnSite hasproof. the leadership, resources and ability manageAlberta, any disaster Slave Lake,isfrom the windstorms in Southernflooding OntariointoSouthern Atlantic hurricanes F3in Our work our proof. From the devastating Alberta, toand the an fires tornado in Goderich ourinteams of CAT experts and successfully Slave Lake, from the Ontario, windstorms Southern Ontario to mobilized Atlantic hurricanes and an led F3 large scale recovery responses across the country. We are committed to providing rapid tornado in Goderich Ontario, our teams of CAT experts mobilized and successfully led and disasterresponses restoration services times ofWe emergency. largesuperior scale recovery across the in country. are committed to providing rapid and superior disaster restoration services in times of emergency. Visit us at firstonsite.ca/CATresponse for more information. Visit us at firstonsite.ca/CATresponse for more information. Or call our emergency hotline at 1.877.778.6731 Or call our emergency hotline at 1.877.778.6731
p12-19 COVER STORY FINAL.indd 15
2016-06-28 11:24 AM
around. They’re showing they have the knowledge the insured expects them to have.” Rohit Trivedi says the independent adjusters AXIS hires are their eyes and ears that help them connect the dots on complex cases. “We deal with a set of skilled adjusters to investigate these losses, and there will always be a need for that. We are a specialist company, and we have a very sophisticated claims department.”
At Everest, “we are heavily reliant on the independent adjusters in order to function,” Lawrence says. “What we see is very much a partnership with the adjusting firms we use. We are also working with them to make the process more efficient and seeking feedback from customers on how they found the experience. Being able to learn from their feedback helps us perfect the experience even more.”
The coming skills shortage But if the training opportunities are shrinking, where are these skilled adjusters going to come from? The much-feared coming skills shortage is not merely an imagined bogeyman. It’s a recognized threat. As Lawrence notes, more insourcing means fewer opportunities for independent adjusters. “Certainly that means there will be fewer new people coming into the business and making a career, which has the knock-on effect for catastrophe situations so that in 10 or 20 years’ time we won’t have that depth of capability to service the larger claims. “The people that are currently dealing with the larger claims are getting towards the end of their career and there is not the young blood coming through the ranks to take those positions. That’s my concern—there’s going to be a skills shortage because it’s not seen as a viable career path at the moment.” Trivedi concurs: “So, in our world, we will continue to need services of savvy independent adjusters, and hopefully they’re grooming younger people to come up, because the ones that we deal with are quite seasoned, and they’re very good in their space.” The new training room Specialized claims will likely always require a depth of skill that really does need to be acquired through years of fi ld experience. And it’s true there is a demographic shift happening that will mean those who can teach it are going to be retiring in the next 10 to 15 years. In fact, up to 25 percent of existing claims adjusters will be of retirement age in the next several years. However, while there is no doubt that the ‘training room’ adjusters used in the past is getting smaller, there is another one opening up beside it. And it probably looks more like a computer lab than a fi ld station or an executive general adjuster’s offi . Both the subject matter of claims and methods of adjusting them are feeling the influence of IT’s penetration into all aspects of daily living.
16 Claims Canada
p12-19 COVER STORY FINAL.indd 16
June/July 2016
www.claimscanada.ca
2016-06-28 11:24 AM
“The impact of technology has cre- A bright future annuation of the current pool of availated claims in the cyber space,” Trivedi If Bray is correct, and he certainly able mentors. says. “Just looking at the impact of isn’t overstating the impact that techAs Leblanc notes, “it’s hard to get technology-created claims in the cy- nology will have, then the future looks kids interested in insurance”. ber space, that alone is fuelling the promising for a new generation of loss With only about five percent of need to have skilled adjusters. And, as adjusters. millennial students “very interested” an off hoot of the professional liabilThe question then remains how to in a career in insurance, according to a ity space, we have technology playing attract them to the fi ld, and also how study by the Griffith Insurance Educaa role in seeing such claims. Insurers to continue populating the more tra- tion Foundation, she is right. are combining GL and E&O policy or ditional loss adjuster positions that But Bray thinks that technology is coverages, and that’s creating claims are jeopardized by the triple threat of the answer to changing that percepwe didn’t see before.” siloization, cost cutting and the super- tion. In a recent article, “Modernizing Your Claims Operation”, on insurancethoughtleadership.com, Jose Tribuzio, CEO of Systema Software, Surprised? ARC isn’t. Surprise claims administration alone costs the property and casualty industry $40 Your customer has a list of the vehicles that billion, “and it’s a process that would are covered by your fleet policy. You have signifi antly benefit from an investa list of the vehicles that are covered by ARC Group Canada is ment in IT infrastructure improveARC Group Canada is a national that policy. network of independent network of independent law firms, ments.” each intimately con And your lists aren’t theintimately same. each connected to their loc As noted above this is already taktheir local market. ing place, and it’s penetrating into the Insurance and risk ma When the one vehicle that is involved in experts. Regiona adjusting space. As Lawrence noted, Insurance risk appear management an accident is the one thatand doesn’t on Natio people are using technology to buy inexperts. Regionalnext? strength. both lists, do you know what happens That is the AR National scope. surance and when it comes to reportARC does. ing, there are more opportunities to Go to AskA That is the ARC Group. make claims online. “Embracing new technology speeds up processes and Go to AskARC.com allows the customer to follow their claim right the through the cycle,” he says. In a recent blog, “Training the future claims adjuster” on insurancethoughtleadership.com, Ernie Bray, chairman and CEO of AutoClaims Direct, shared his vision of the kinds of skills the new adjuster will require: “In the future, we’ll see fewer claims ARC Group Canada is a national network of independent law firms, adjusters in the workforce, but this each intimately connected to their local market. smaller pool of talent will be trained Insurance and risk management experts. Regional strength. National scope. Go to AskARC.com in a different way and in different skillsets than previous generations. Tomorrow’s adjuster will not possess —and will not need—the wealth of The ARC Legal Reporter experience, knowledge and (to some Winter Issue – Article #1 extent) skills as today’s adjuster. InA National Network of Independent Law Firms stead, new technologies will provide them with the tools to instantaneously When is a medical examination considered a second examination obtain that knowledge, experience and under Rule 36 of the New Brunswick Rules of Court? skill. The ARC Legal Reporter “Rather, the adjuster will have to v. Crowther and Kelly Case: Winter IssueReported – Article #1 Blyth 2009 NBCA 80 Citation: be tech-savvy…Future adjusters will When both the plaintiff’s physical and mental condition are in issue in an action, and At Issue: A National Network Independent Law Firms need to tap skillsof and knowledge that the plaintiff undergoes a physical examination, will a subsequent application for a psychiatric examination be considered an application for a second medical their forbears never dreamed of.” examination? When is a medical examination considered a second examination Should medical examinations that are ordered as part of the discovery process be characterized as ‘independent’ medical examinations? under Rule 36 of the New Brunswick Rules of The Court? www.claimscanada.ca June/July 2016 Claims Canada 17 Court of Appeal of New Brunswick Court:
If you’re in Manitoba, this is considered an automobile.
ARC_Fleet ad_1/2 page.indd 1
Reported Case: Citation: At Issue:
p12-19 COVER STORY FINAL.indd 17
Judgment Rendered: Factual Summary:
If yo Manitoba, consider autom
October 13, 2009 (Reasons delivered November 2015-02-14 26, 2009) 1:05 PM The plaintiff suffered injuries in a motor vehicle accident and commenced an action seeking damages. Both the plaintiff’s physical state and mental state were in issue in the action. The plaintiff submitted to a physical examination by the defendant’s expert, but subsequently refused to submit to a psychiatric examination.
Blyth v. Crowther and Kelly 2009 NBCA 80 When both the plaintiff’s physical and mental condition are in issue in an action, and The adefendant made a motion requesting an order that the plaintiff to the the plaintiff undergoes a physical examination, will a subsequent application for 2016-06-28 11:24 submit AM
psychiatric examination. The motions judge granted the order. The plaintiff appealed,
“Technologies like cognitive computing will change the very nature of the claims adjuster’s job…to one that places much more emphasis on analysis, creative problem-solving and people skills. So adjusters of the future will be people who are very customeroriented, very tech-savvy, very intelligent and very skilled at interpreting mountains of data…they will have to know how to optimize new technologies to deliver superior customer service and the best possible outcome to every claim.” But, he cautions, it will take a lot of enthusiasm from existing adjusters to successfully market the fi ld as a rewarding place to work.
A helping hand “I don’t know how the independent companies are identifying their stars for the future,” Leblanc says. She’s seen a number of up-and-coming adjusters 18 Claims Canada
p12-19 COVER STORY FINAL.indd 18
June/July 2016
“Relationships are going to become key; the adjusters will have their choice of which insurance companies they want to work with, and they will be very selective.”
because it’s not offe ed too freely. “You have to show the wherewithal as well.” Trivedi believes the independent firms have a role to play in guiding the new crop. “I think the message should go out to the firms that they better start building a succession plan so when some of the senior adjusters retire, they’ll be ready,” he says. Th s is already happening. As noted in the “Are you keeping up” feature last issue, mentorship has been recognized—and even formalized—in some fi ms as a means of ensuring the pool of talent is kept full.
the individuals themselves have taken control of it because they know what they want,” she says. You have to be proactive in getting the education you need to pursue a career as an adjuster, she says,
Building a relationship While it may not be a comfortable conversation between the independent adjusters who feel their services might be less valued, and the insurers who are dedicated to providing qual-
who’ve had to move around from one independent fi m to another to get the experience they need. But the ones who succeed do so because “they’ve taken control of it,
www.claimscanada.ca
2016-06-28 11:25 AM
ity service to their customers at the best price, it’s an important dialogue for the future of the independent adjuster. “It’s imperative that the independent adjusters and service companies liaise with the clients and the carriers to get a proper understanding of what carriers are looking for, what the drivers are, and how carriers diffe entiate themselves from their peer group,” says Lawrence. “It’s only by having a joined-up, team approach that you get the best outcomes; it’s a two way process. Rather than just the independent adjusters saying ‘you people aren’t using the service’, they’ve got to make more of an eff rt to actually engage with the insurers as far as understanding exactly what their demands are and trying to come up with solutions that actually deliver a service that the carrier is interested in buying.” Fred Plant agrees: “It’s our responsibility to be relevant and to
www.claimscanada.ca
p12-19 COVER STORY FINAL.indd 19
provide services that they need, and right now we’re capable of doing that.” However, since practically all the insurers use independent adjusters, they need to step up and take an active interest in the future development of the talent pool, he says. “With that they should want to protect, encourage, enhance, engage this service that is important to the execution of their mandate, to their policy holders, and to their shareholders.”
to work with, and they will be very selective.” Second, for those with the vision— the young and up-and-coming adjusters—there is going to be a massive opportunity if they can carve their way through and plan their career to get the experience that they need. “They have to take control of their own destiny,” Leblanc says. •
Opportunities To stay capable is key for the industry; and there is reason for optimism. First, says Leblanc, if there does turn out to be a skills shortage, supply and demand will dictate that those who ensure they have the skills will have their choice of assignments: “Relationships are going to become key; the adjusters will have their choice of which insurance companies they want
June/July 2016
Claims Canada 19
2016-06-28 11:25 AM
• spotlight S
Making a
Connection
Communications and integrity are key for Warren Garrett of RF Moore Claims Services Ltd. BY EMILY ATKINS
I
n his roughly 30 years in the adjusting business Warren Garrett has seen a lot of changes. But the one constant he adheres to is his determination to provide the best possible service to his clients. “I want to get the job done properly. I think of myself as a perfectionist so I want to be thorough, I want to get things done in a timely manner for my clients. Integrity—that seems like an overused word by everybody—but really, that’s definitely how I want to roll.” Based in Aldergrove, British Columbia, RF Moore Claims Services Ltd covers the whole province of BC, focusing on the Lower Mainland areas of the Fraser Valley and Vancouver. About once a year, on average, Garrett says he’ll travel to handle a cat claim elsewhere in the province. Most of the company’s work comes from the Insurance Corporation of British Columbia (ICBC), the provincial crown corporation that provides compulsory auto insurance to BC drivers. RF Moore Claims Services handles some of the ICBC’s approximately 900,000 claims a year, along with the occasional residential loss. The company was established by Ron Moore, a former RCMP offic , as an off hoot of Barber and Moore Adjusters, a company he originally formed with partner Jack Barber. Warren Garrett, now the principal of RF Moore, began at Barber and Moore at about the age of 20. 20 Claims Canada
p20-21 SPOTLIGHT.indd 20
June/July 2016
As he recounts the story, he landed an interview with Ron Moore—essentially fresh out of school, with no insurance experience—thanks to a friend who persuaded Moore to see him even though he wasn’t really hiring. They made a deal for Moore to train Garrett on how to take statements, but only when there was enough business. “But the guy who had worked for him for five years,” Garrett recalls, “gave his notice within a couple days of our discussion.” Although Moore said he wasn’t sure he wanted to take a trainee on again, he took a chance on Garrett. And now the former trainee runs the company. After Garrett was at the firm for several years Moore recognized his hard work and promoted him to partner. When Moore decided to retire about 16 years ago Garrett bought him out. Now Garrett and one other adjuster, Chad Parsons—who has been in the insurance industry for 25 years—are the company. “I joined CIAA to have a voice,” Garrett says. “I feel like us small fi ms have no voice, no clout, and I had hoped the CIAA would be our voice to our clients, to try to negotiate with companies like ICBC, to have an organized unifi d body that can represent all of the independent adjusters. If there was a way the association could help some of the smaller fi ms get their foot in the door with different insurers that would be fabulous.”
With ICBC, he says, the work comes through internal referrals, meaning when the internal adjuster needs someone to handle a claim, that’s when his name will be put forward. But getting new business is harder, and that’s where he thinks CIAA might come in, both from a lobbying and networking standpoint. Garrett says he has only recently become aware of CIAA events and continuing education opportunities and he plans to take advantage of them more in the near future. He would truly value courses that explain emerging trends, he says, like a recent seminar he attended on marijuana grow-ops, for example. “If there’s a shift in law or claims processing, then I would like to know about it so I can be ahead of the curve and not making mistakes that are going to cause problems,” he adds. Recent changes in the industry have created some challenges, he notes. “I fi d the job just tougher to do now than it was before, and it’s not like anything has really changed in the coverage or the policy.” He finds changing public attitudes frustrating at times, particularly the reluctance to offer witness statements, as well as the growing litigiousness of claimants who he finds are encouraged by friends and the penetration of US culture to hire a lawyer when previously the claim could have been settled. “When I get a police report with a witness name on it, I think to myself www.claimscanada.ca
2016-06-27 2:57 PM
Warren Garrett
www.claimscanada.ca
p20-21 SPOTLIGHT.indd 21
He feels a particular affi ty for helping those who suffer serious injuries in car accidents. “I always give everybody, from square one, the benefit of the doubt, that ‘okay, you were hurt, let’s see where this is going’. I really feel that: what can I do to help these people? I want to get the process rolling for them, I want to
I always “ give everybody,
from square one, the benefit of the doubt…
“
‘well, that was a nice citizen to leave their name as a witness,’ and then the moment you reach out to them, they don’t want to talk to you.” Compliance with privacy legislation can also be challenging, Garrett says, in that it slows down the process of getting the information needed to properly adjust a claim. “We live in a society where if you can’t snap your fi gers and have it, then there’s something wrong,” he says. “And yet in the claims world, it grinds to a halt with access to information.” He notes that although the CIAA lobbied to get adjusters special investigative privileges, “when you try to explain that to the people who control the flow of information, you might as well tell the wall. All you hear is: ‘Never heard of that, my boss never told me that, I’m not telling you anything.’” But in spite of the frustrations, there is a defin te upside to the business that keeps Garrett committed. “I do I like dealing with people and, and you meet all kinds of different characters,” he says.
get the paperwork out of the way for them and make it so it’s something they don’t need as a stressor in their life. Those [claims] actually do have rewarding feelings,” he notes. Successful adjusting comes down to communication, Garrett believes. “Listen to people, let them talk and try to be open minded. I always try to fi d a way to pay a claim if it’s reason-
able, instead of looking for a way to deny it. But, I really think one of the keys to our work, to what we’re doing, is to establish some rapport and get people talking.” “If you come across as too offic us you really shut them down, that’s what I find,” he says. “You could be the most brilliant, know the policy inside out, all the technical jargon—even lawyers I deal with can be like this, they’re brilliant people but they have no people skills. So, for example, if I sent that lawyer out to interview the same witness I’m going to interview, he’s going to get shut down and he’s going to come across as too officious. The witnesses do not like it and won’t talk to him.” If there’s one skill that matters most in adjusting, it’s that ability to connect with people, Garrett concludes. “You’d better be very personable and able to get people to talk to you or you’re getting shut down, no matter how smart and brilliant and technically sound you are.” • June/July 2016
Claims Canada 21
2016-06-27 2:57 PM
Adjusting
Fort McMurray’s Firestorm: Business Interruption & Civil Authority Coverage Issues BY HEATHER SANDERSON
Prior to May 3, 2016, financial watchers wondered if a wildfire could burn onethird of Slave Lake, a town of 7,000, and cause $742 million in insured losses, what would happen if a wildfire burned into Fort McMurray, a city eight to nine times the size of Slave Lake and also situated deep within Canada’s boreal forest? We are in the process of finding out. The Fort Mac wildfire claims will sorely test the key concepts underlying the business interruption, civil authority coverage and contingent business interruption coverages used by the Canadian P&C industry
Business Interruption Coverage There is no standard BI policy, but most contain language along the following lines: “We will pay for the actual loss of ‘business income’ due to the ‘necessary suspension’ of your operations during ‘the period of restoration’. There are key concepts within this wording. i) The Physical Damage Requirement The usual pre-requisite to coverage is proof that insured premises sustained covered physical damage (such as fire, heat, flooding or other damage from firefighting eff rts) causing an interruption, resulting in a loss of business income. A business that is interrupted due to the loss of data, or a loss of utilities, may not have sustained a physical loss. A significant coverage issue will be whether smoke damage and the presence of toxic ash qualifi s as ‘physical damage’ from a covered cause of loss. Ash laden with dioxins, furans, metals and polyaromatic hydrocarbons has likely travelled down roof vents, 22 Claims Canada
p22-24 CDL.indd 22
June/July 2016
infiltrated insulation and HVAC systems in almost every structure left standing in Fort McMurray. The ash may be a contaminant or pollutant under some policies and therefore an excluded cause of loss. Smoke may also be a contaminant in those policies that don’t specifically cover fire and smoke. If ash and smoke damage is covered, most policies require proof that the presence of ash and smoke has resulted in an interruption causing a loss of business income. Discolouration of tile, marble, granite and siding due to smoke may be physical damage. However, even if that damage is covered, to claim business interruption cover, the insured must prove that the physical damage has caused an interruption and a resulting loss of business income.
ii) Business Income Loss is Not Resultant Damage A loss of business income arising from damaged equipment and business infrastructure is not resultant damage to that damaged equipment and infrastructure. Lost business income that is not payable under the business interruption coverage (or the civil authority coverage, or the contingent business interruption coverage) is usually uninsurable business loss. ii) Period of Restoration If the business interruption coverage is triggered, a significant issue will be defining the period of indemnity or, as some policies refer to it, as the period of restoration. Most policies will pay business income loss through to the point that the business is restored from a physical damage point of view or when the coverage – usually 12 months from the beginning of the interruption – expires. In some policies coverage is keyed to restoring prior cash flows. www.claimscanada.ca
2016-06-27 3:00 PM
Cash flows may never return to pre-wildfire levels, as the population may not return to its pre-wildfire levels and the current downturn in the oil industry may deepen. Whether any of that loss is covered will turn on the wording of individual policies.
iii) Duty to Mitigate Most policies offe ing business interruption require the insured to take reasonable steps to mitigate the loss of business income. This requirement is expressed in diffe ent ways depending upon the policy. In most policies, the income less extra expense that could have been derived from reasonable mitigation is deducted from the amount payable, even if the mitigation did not occur. Most policies encourage mitigation by covering the extra expense involved in continuing business operations elsewhere. If a business is in leased space and the landlord elects not to rebuild, then the business must relocate to reasonably similar accommodation that may not be available in Fort McMurray. Whether the obligation to mitigate will require the insured business to move to another location away from Fort McMurray or reorganize its business to mitigate the loss of the Fort McMurray location will depend upon the wording of the policy and whether the coverage is tied to the location that sustained the covered physical damage.
www.claimscanada.ca
p22-24 CDL.indd 23
The insurer has the burden to prove a lack of mitigation. An expert familiar with the business and a forensic accountant are essential to establish this important defence.
Civil Authority Coverage A business that lost income solely because access was denied due to the mandatory evacuation order may be able to claim civil authority coverage that is separate and apart from the business interruption coverage. If it is available, the coverage will usually be made out if an insured aff cted by a mandatory evacuation order proves: (a) the issuance of the order and that it prohibited access to the covered premises; (c) the action was the result of damage that occurred away from the covered premises; or, the action taken was in view of the risk that property away from the covered premises would be damaged, and (d) that the risk of physical damage that generated the order would have been covered under the policy if that risk materialized at the covered premises; (e) the order causes a business loss. i) Geographical and Time Limits Some policies state that the coverage only applies if the order is issued with respect to adjacent property or property within a certain geographical radius of an insured location.
June/July 2016
Claims Canada 23
2016-06-27 3:01 PM
Some policies state that the indemnity period begins 72 hours after the issuance of the order and extends for a period of weeks (usually three or four weeks) but seldom for a period beyond that. The coverage terminates when the civil authority order that denies access is lifted, or the limits have been exhausted – whatever comes first. It is highly likely that all Fort McMurray businesses that qualify for this coverage exhausted their limits before the orders were lifted.
ii) Subsequent or Consequential Losses Outside the Time Limit The wording used in the majority of policies is clear that losses that continue outside the time limit specifi d in the policy or losses that arise from covered losses are uninsured. Contingent Business Interruption Coverage The Fort McMurray firestorm has likely disrupted the supply chains of innumerable businesses in Alberta outside the fire zone, elsewhere within Canada and internationally. The most likely source of coverage against that disruption is contingent business interruption coverage (CBI), also described in some polices as “dependent business coverage”.
can access the business interruption limit applicable to that location.
ii) Supplier Shut Down Due to Evacuation Orders The specific wording will determine if the CBI coverage applies to a shutdown of a supplier due to the evacuation orders. iii) Duty to Mitigate CBI coverage contains mitigation requirements that must be respected by the insured. The insurer has the burden to prove that the loss would have been less if the insured had exercised reasonable diligence to locate alternate suppliers. The net diffe ence between the loss incurred on one hand and the net income that could have been earned through reasonable mitigation is usually deducted from any amount claimable. Conclusion The coverage gaps for the business losses that flow from the Fort McMurray firestorm render brokers vulnerable to negligence actions for failing to arrange the placement of coverage that could have met those gaps or the failure to recommend higher limits. Those same gaps may motivate insureds to press bad faith claims against their insurers regarding the adjustment of the claims. The bad faith risk is best met by following each insurer’s first party claims manuals, careful policy interpretation and timely communication with the insureds that focuses on realistic expectations of recovery. The reputation and institutional good will of each individual insurer and the industry as a whole ride on the fair and reasonable resolution of each claim arising from the Fort McMurray wildfire. •
i) “Supplier” Most CBI policies provide coverage The coverage gaps for economic losses caused by property damage to a supplier’s premises for the business losses and contain very precise definitions of that flow from the what is a supplier. Usually such poliFort McMurray firestorm cies only apply to direct suppliers – not a supplier’s supplier. render brokers vulnerable to CBI coverage seldom applies to negligence actions for losses suffe ed by subsidiaries of the failing to arrange the named insured that are economically impacted by the Fort McMurray fireplacement of coverage storm but physically unaff cted by it. that could have met those The Fort McMurray firestorm may regaps or the failure duce the business income of a Calgary location that is economically interdeto recommend pendent with the Fort McMurray locaHeather Sanderson, a member of higher limits. tion. the Alberta Bar, is a nationally recogAs the Fort McMurray and Calnized coverage lawyer and author who gary locations are owned by the named insured, the Fort provides coverage litigation services, opinions and support McMurray location does not qualify as a “supplier” (or, as to Canadian and American insurers for incidents occurring they are called in some policies “dependent business”). As throughout Canada. She is a member and director of Caa result, the Calgary location cannot access the CBI cov- nadian Defence Lawyers, active with the Defense Research erage. Further, as the Calgary location has not sustained Institute and a member of the invitation only Federation of physical damage, it is unlikely that the Calgary location Defense and Corporate Counsel. 24 Claims Canada
p22-24 CDL.indd 24
June/July 2016
www.claimscanada.ca
2016-06-27 3:01 PM
2016 RIMS CANADA CONFERENCE
“RESILIENCE IS OUR STORY” CALGARY TELUS CONVENTION CENTER September 11–14, 2016 Canada’s most vibrant city Powered by resourcefulness Sustained by resilience www.rimscanadaconference.ca
ad right size.indd 1
2016-06-22 5:04 PM
Proactive Claims Communication: A Lost Art in Customer Service BY DARA BANGA, FCIP, CFEI
Communication and trust. They go hand in hand. That’s especially true in the insurance business, where the trust of policyholders isn’t easily earned. Many people already have a natural mistrust of insurance companies, and when it comes time to file a claim, many policyholders go into the experience with suspicion and mistrust, unconvinced that their claims adjusters have their best interests at heart. A quick online search reveals that “dealing with a claims adjuster” is a common topic. There are even former adjusters who confess on the Internet to unscrupulous practices. Without the trust of the policyholder, the adjuster’s work is much more difficult, and the insurer-client relationship can be damaged. Fortunately, there’s an inexpensive solution that helps build policyholder trust and create better claim outcomes: proactive communication. While it seems simple enough, I can tell you that proactive communication is a lost art that is often absent in claims customer service.
policyholder is so crucial. You need to convey immediately that you take their claim seriously and have every intention of pursuing the matter until it’s resolved to the policyholder’s satisfaction. One technique that can help is to provide adjusters with a written script to follow when they introduce themselves to policyholders either by phone or by email, and when they arrive onsite. The policyholder should know the adjuster is a third-party professional whose primary role is to make the insured whole again as quickly as possible. The policyholder should also understand that thorough claim investigation and documentation is not only required by the insurer, it can greatly benefit the policyholder as well. Clearly explain the communication process and how the policyholder should route questions or additional information. Consider providing the adjuster with a Frequently Asked Questions sheet to help answer questions the policyholder is likely to have. If a policyholder has negative preconceptions about an adjuster, the adjuster has a golden opportunity at every contact to change those preconceptions.
Follow these four tips to help you build more proactive claims communication practices 1. Be ready to overcome preemptive impressions. There’s no denying that fi st impressions mean a lot. But what about preemptive impressions? No business is immune from the perceptions and preconceptions of customers, but preconceptions about claims adjusters can damage a relationship with a policyholder before it even begins. That’s why an adjuster’s fi st point of contact with the
2. Make the policyholder feel heard. We all know how to listen. But listening visibly is a diffe ent set of skills. You can defuse a stressful situation quickly by learning a technique based in therapy and conflict resolution: active listening. While insurance adjusters are not therapists, they must realize they are dealing with people in the midst of personal loss and there are a lot of complicated emotions involved. The policyholder is no doubt feeling stressed and perhaps even angry, and it is the adjuster’s job to respond in a manner that tells the policyholder that his or her story matters.
26 Claims Canada
p26-27 DSB.indd 26
June/July 2016
www.claimscanada.ca
2016-06-27 4:01 PM
That’s where active listening comes in handy. Active lis- policyholders. If your claims process isn’t quick, convenient, tening is all about building rapport, understanding, cred- and completely transparent, even satisfi d policyholders ibility, and trust. It’s about demonstrating that you are genu- might switch insurers after making a claim. inely interested in what other people have to say, and about Policyholders want to know exactly what to expect at giving them a chance to share their story without interrup- every step of the process, and claims adjusters can imtion. For example, taking notes is a common interview tech- prove customer satisfaction by keeping them informed nique, but it can regularly interrupt or of the next steps in the process and put off the policyholder. Recording the timelines. In the end, satisfaction Policyholders want to conversation and taking notes later alhinges on how reality lines up with know exactly what lows you to give your full attention to the policyholder’s expectations. So, the other party while they are talking, expectation-setting is a crucial claims to expect at every step of and more carefully examine what the adjusting role. the process, and claims other party is saying. That shows the A final word adjusters can improve policyholder you are genuinely interEff ctive communication is selfless ested in their story, and it also leads to customer satisfaction by and other-people focused; it enables, better fact gathering and better claim keeping them informed and does not inhibit, trust. And buildoutcomes. of the next steps in the ing trust is crucial for independent There are other techniques you claims adjusting firms when they are can use, such as asking open-ended process and timelines. interacting with policyholders at such questions about someone’s experia stressful time. As an industry, it’s up ence, making eye contact, providing feedback, and regularly checking with the other person to us to continuously raise the service bar. Proactive, trustto see if you have understood them. These methods can building communication is a great place to start. • go a long way in making the policyholder feel heard. And Dara Banga is President & Chief Adjusting Officer of DSB when they feel heard, they are more likely to share more Claims. of the truth. Learning how to interview in a non-threatening manner can also help reveal these truths, as people are less likely to act defensively if they feel heard and respected. Giving a policyholder a safe environment in which to express their feelCHOOSE FROM CANADA’S ings can not only help you get the facts, it can reveal more than you might expect. TOP MEDIATORS 3. Pay attention to the unspoken. “One way of looking at speech is to say that it is a constant stratagem to cover nakedness,” Nobel-prize winning playwright Harold Pinter once said. Not all information is given verbally. In fact, every time we interact with others, we are continuously giving and receiving wordless signals. All of the policyholder’s nonverbal behaviors – the way they sit or stand, the gestures they make, how fast or how loud they speak, how closely they stand or sit to the adjuster, and how much eye contact they make – send strong signals. Even when they stop talking, they are still communicating nonverbally. And that communication can help you determine whether they are being honest with you, and whether they are amenable to your point of view. So learning to read this nonverbal language is a valuable skill for a claims adjuster to have in getting to the truth and providing a positive claim experience for the policyholder. 4. Practice transparency. With so much mistrust of insurance companies out there, transparency should be the industry’s best friend. And in fact, there’s a statistical correlation between transparent service and loyal customers. It’s not enough to resolve claims with a satisfactory result – that won’t buy you loyalty from www.claimscanada.ca
p26-27 DSB.indd 27
Kimberly Cork Kimberly brings five years of mediation experience and over 20 years of experience with a major Canadian life and disability insurer to her practice. Her areas of expertise lie in insurance, employment and commercial disputes. Let her training and expertise bring your matter to a successful resolution. 1.800.856.5154
adrchambers.com
June/July 2016
Claims Canada 27
2016-06-27 4:01 PM
The Over/Under on Property Insurance BY TIMOTHY ZIMMERMAN AND ARI SINGER
It’s peak season and you’ve been busy manag- Cost Approach takes, say, a building and calculates the cost to reing a recent expansion of your business. You’ve place it as new. In practice, the replacement value of a building is usually calhad record sales growth, added new employees, bought new machinery and even purchased a culated using software that estimates replacement cost based on a cost-per-square-foot analysis. Th s provides a rough estimate of new building. In the midst of the chaos, you receive a call the rebuilding cost. Th s estimate is then used to determine the upfrom your insurance broker advising that it’s per limits of insurance coverage and the premium charged. Importime to renew your commercial property insur- tantly, this number does not represent what will actually be paid ance policy. Your broker sends you a renewal ap- following a loss but only the upper limit. After a loss, a detailed rebuilding estimate will be obtained. plication for your property values and a business interruption worksheet to fill out. You jot down Th s will take into account the exact dimensions and materials of your best guess for the property values and fill the building. It is this number that will be used in determining out the business interruption worksheet based replacement value and compared to the limit that the policyholder on last year’s fi ancial statements and ship it off purchased. Some policies value the property at actual cash value (in parto the broker. Without any questions asked, the broker immediately submits ticular for a company’s inventory), which is generally measured as your information to the underwriter and coverage is bound for replacement value less depreciation. While replacement value is relatively straightforward to determine, ‘depreciation’ is, surprispolicy renewal within the next few days without any inquiries. On December 31, 2016 you get a call at 3:30am. It’s the police. ingly, a term that is almost always undefi ed in insurance policies. You’re informed that your business has had a fi e and you need to The result is a never-ending guessing game as to the amount of come to the offic immediately. After the dust settles, you call your insurance the insured should have purchased. insurer to put them on notice to initiate a claim. Avoiding Co-Insuring your Business You submit the proof of loss to your insurer and start the process of rebuilding the business. Shortly after the claim is initiated Interruption Claims A deduction to your claim due to the co-insurance clause aristhe adjuster on the file informs you that the property coverage in es in a business interruption claim when the insurance required force is signifi antly less than the coverage required and that cerexceeds the insurance in force during the tain lost assets were not insured under the policy. Similarly, the forensic accountant Each party has a good faith loss period. When there is a deficie cy in the insurance required, the insured’s loss hired by the insurer determines that a subobligation to ensure the is proportionately reduced. For example, stantial co-insurance penalty will apply to insurance placed is accurate if the insured had $100,000 of insurance your business interruption claim, reducing in force but the insurance required was the payout, because the insurance in force and sufficient. $120,000, then the rate of recovery on the was less than your annual business interinsured loss would be 83.33% up to a maxiruption values. For professionals involved in the insurance industry, this story mum of $100,000. So how can a co-insurance penalty be avoided? One of the biggest mistakes made when establishing the may seem all too familiar. When this type of claim occurs, the insured will undoubtedly amount of business interruption insurance is relying entirely on historical fi ancial information. The contract between an insured raise a few key questions that this article will aim to address: and insurer is to provide coverage for losses that may occur in the • How are commercial property values determined? future, not the past. Accordingly, the amount of business inter• What is co-insurance and how can it be avoided in the event of a ruption insurance in force should refl ct the projected fi ancial business interruption claim? results of the business for a minimum of two years from when the • What are the responsibilities of the insurer, the broker and the policy comes into force. policyholder in ensuring proper coverage is purchased? To illustrate this point, using the case at the beginning of this article, the insured is renewing its policy by filling out the busiDetermining Commercial Property Values ness interruption worksheet based on its prior year’s fi ancial There are multiple methodologies for determining the value of statements for the fiscal year ended December 31, 2014. Since the a property. In most insurance policies, the approach used is the worksheet needs to be filled out prior to the policy renewal date, Replacement Cost Approach. At its simplest, the Replacement we will assume the insured filled out the worksheet and submits it 28 Claims Canada
p28-29 COLLINS BURROWS.indd 28
June/July 2016
www.claimscanada.ca
2016-06-27 4:06 PM
to the broker on October 1, 2015 for a policy in force from January 1 to December 31, 2016. Further, let’s assume the fi e at the insured’s offic occurred on December 31, 2016 (last day of the policy period) and the insured cannot operate for 12 months following the incident. In this claim, the forensic accountant would calculate the insurance required based on the indemnity period following the date of the Incident (January 1, 2017 to December 31, 2017) and compare it to the insurance in force. As illustrated above, the insured may be establishing their insurance requirements on October 1, 2015 Submit BI Worksheet
October 1, 2015
Coverage period January 1, 2016 to December 31, 2016
based on coverage for an indemnity period from January 1, 2017 to December 31, 2017. In the above scenario, the insured relied on fi ancial information from 2014 to set their limit for a claim in 2017. Since 2014, the insured had record sales growth, acquired a building and machinery and added employees, none of which was refl cted in the historical fi ancial statements. Therefore, the co-insurance clause would signifi antly reduce their business interruption claim. As mentioned earlier, the most effective way to avoid a reduction due to co-insurance is set your limit based on the projected future fi ancial performance of the business. Further, when a material change in the business operations occurs, the insured should inform their broker immediately to ensure coverage is adjusted to refl ct current business operations. As a general rule, if the insured errs on the side of caution and purchases additional coverage as a buffer, they may avoid a delay in the claim process and resume normal operations sooner. Some policies will actually refund a portion of your premium if you set the limit higher than necessary. There are also business interruption coverages available that do not have a co-insurance clause, which may be another option to avoid such a situation.
aware of the replacement cost of the property and the amount that should be insured. In terms of business interruption coverage, certain businesses may have actual loss-sustained coverage available to them, which ignores co-insurance and pays for the actual loss of profit suffered by the insured within the indemnity period. When actual loss sustained coverage is not available to a policyholder it is recommended that they consult with an accountant experienced in business interruption insurance to assist in determining the proper amount of coverage to purchase. Date of Incident
Indemnity period January 1, 2017 to December 31, 2017
December 31, 2016
The insured must also review their coverage and be satisfi d that they are getting what they require. They are in the best position to know the fi ancial details regarding the business and the contents. They cannot simply rely on the broker or insurer to determine proper amounts of insurance. Each party has a good faith obligation to ensure the insurance placed is accurate and suffici t. If they each spend the appropriate time and effort, common errors leading to underinsurance can be avoided. • Timothy Zimmerman, is Vice-President, Collins Barrow Toronto Valuations Inc. Ari Singer is a lawyer at Singer Kwinter LLP.
Get an Edge with GIMS General Insurance Management System
Responsibilities of Insurer, Policyholder and Broker in Establishing Coverage As in our example, most insurance contracts are based on standardized forms and estimates. The accuracy of the information is critical for all parties involved as the insurer wants to correctly charge a premium for the risk and the insured wants to be indemnifi d against a possible loss. Most policies are underwritten based on rough square-foot estimates. If a property has any unique characteristics (e.g. age, style, etc.), these estimates may be grossly inaccurate. The insurer will rely on these figu es but will also argue their liability is limited to the insured’s representations. They will state that it is the responsibility of the insured and the broker to ensure proper valuations. However, the insurer should check the proposed insurance coverage to ensure the numbers provided are accurately refl cting the risk. The broker’s job is more than merely arranging insurance and exchanging information between the parties, but also to ensure proper insurance is obtained. The broker should conscientiously look at the estimates and satisfy themselves that the insurance is suffici t to replace a completely destroyed building. They should not simply rely on information provided by the insured or the insurer. The best practice is to obtain a detailed rebuilding estimate prior to purchasing the insurance. Th s report ensures all parties are www.claimscanada.ca
p28-29 COLLINS BURROWS.indd 29
GIMS is a fully integrated modular enterprise solution with rich functionality. GIMS is set up and maintained by your business analysts through an extensive table driven support centre. It supports your in-house implementation or can be supported through Tritech’s data centre (“SAS” software service). GIMS supports all lines of business in all provinces and runs on modern hardware and software configurations with connectivity to leading Business Intelligence tools and Third Party Interfaces. GIMS is available as an in-house installation and through our outsourcing world class five 9’s data centre. Tritech fully engages itself in every implementation with our experienced teams, thereby ensuring GIMS goes live on-time and within budget. Tritech has been a Canadian Insurance Software Vendor for 20 years. Our clients are large and small insurance companies, Farm Mutuals and Underwriting Managers. GIMS has been successfully installed in over 20 P&C insurers in Canada, USA and the Caribbean. Tritech clients have:
slashed IT spending by up to 50%
Significantly reduced the time it takes to implement business goals
Strengthened Management and Operational Efficiencies
Visit us at tritech.ca
June/July 2016
Claims Canada 29
2016-06-27 4:06 PM
Employing Location Intelligence to Deliver on the Promise of P&C Coverage BY ROB DALEMAN
The recent out-ofcontrol wildfire in Alberta, last year’s ice storm in Ontario and the large number of wildfires in British Columbia are examples of catastrophic events that test the mettle of claims managers and adjusters in the field. These kinds of disasters place the focus squarely on a P&C insurance company’s ability to mobilize and assign adjusters with agility and efficiency for claims handling. In these extreme situations, knowing the best way to allocate field personnel for claims management is critical for obtaining accurate estimates of losses as well as ensuring success in the “moment of truth” when it comes to customer experience. Attempting to fi d the right balance between customer service and effective management of loss adjustment expenses has led many insurers to invest in key elements of claims transformation, including revamping or replacing legacy systems, utilizing data analytics, automating claims triage and streamlining supplier relationships. In addition to these efforts, location intelligence is now emerging as a critical claims management tool that will play a central role in meeting the dual goals of enhanced claims effici cy and providing superior customer experience. Location intelligence utilizes structured and unstructured mapping data to provide a highly visualized and intuitive insight into insured properties and surrounding features. Insurers are increasingly seeing the value of employing this technology as an effective means of managing complex losses such as catastrophic events, but also as a new source of insight into more routine, day-to-day claims. It enables much more rapid estimation of losses in any given event. Geospatial tools allow for quicker response times, more effective deployment of fi ld adjusters 30 Claims Canada
p30-31 DMTI.indd 30
June/July 2016
There are three important aspects of the claims management process that can be enhanced by leveraging geospatial data: Loss event analysis, mobility and measurement, and proactive customer contact. Here is a detailed look at each of these benefits.
weather forecasts and reports, on a mapbased dashboard along with the locations of its insured properties, to dynamically determine the probable maximum loss and assess how to mobilize resources to handle claims for an actual or predicted event. Using these tools, insurers can plot the area of impact and the system is able to sum up all current exposure in that area. Th s assessment of the aggregate risk can also include items not typically considered, such as the location of bridges and other key infrastructure that may potentially impact claims adjustment.
Loss event analysis
Mobility and measurement
Catastrophic loss events are a major challenge facing property and casualty insurers. According to the Insurance Bureau of Canada, in 2014 catastrophic losses plus loss adjustments expenses accounted for approximately $925 million, the sixth year in a row that insured losses were close to or more than $1 billion. These claims follow the record-breaking catastrophic losses of 2013, when insurers paid out more than $3.4 billion, including $1.8 billion in the costliest insured disaster in Canadian history—the fl ods in Alberta. Whether the disaster at hand is a fl od, wildfi e, earthquake, hail or windstorm, it is clear that catastrophic loss management is a top priority for all P&C insurance carriers. Location intelligence systems can deliver a signifi ant business advantage when it comes to assessment of likely claims in catastrophic situations, allowing an insurance company to visualize and analyze a catastrophic scenario in new ways. Accessing data from multiple sources in a single, integrated view with the added dimension of location enhances an adjuster’s ability to identify and visualize affected areas and determine viable options, using intuitive maps that pinpoint the relative locations of loss occurrences. A carrier can overlay additional relevant data with geospatial data, such as
A key to effective claims management is the proper mobilization and assignment of adjusters for claims handling following a major event. Especially during a disaster, knowing the most effici t way to allocate fi ld personnel for claims management is critical for effective response and accurate loss assessments. Geospatial data can play an instrumental role in claims handling practices, helping insurance companies become more proactive in claims management. For example, a claims manager could use a geospatially enhanced map to determine where the largest percentage of its claims are coming from after an event and then send adjusters and other essential personnel to those areas fi st, improving the strategic and effici t deployment of catastrophic response teams. Used in conjunction with wireless applications, location intelligence technology can optimize routing and workloads for claims adjusters in a number of ways. For example, call centres can queue First Notice of Loss (FNOLs) within their system, assigning them to the appropriate claims adjuster based on their proximity to the claims locations. If new, more urgent FNOLs arise, the schedule can be reprioritized with new routes and assignments provided to adjusters in real-time while they are in the fi ld.
and improved customer contact and outreach. The technology also enhances the ability to analyze and model historical claims events, and link these to predictive scenarios for underwriting and actuarial usage.
How can adjusters benefit from location intelligence?
www.claimscanada.ca
2016-06-27 4:24 PM
Moreover, the technology can interface with other location-driven tools, such as drone technology or microsatellites, to pinpoint properties and gain early visibility into estimates of damages.
Proactive customer contact The best way for insurers to improve the customer experience is to move from a reactive role of merely assessing damages and paying out claims to a more proactive role of helping their customers understand natural perils and how they can prevent damages from occurring in the fi st place. Geospatial data can help accomplish this transformation. For example, carriers armed with this data could contact customers who are in the path of an impending fl od or hurricane to advise them of steps they can take to protect their property. Th s proactive approach not only helps the customer limit damage, but also helps the insurer minimize loss and payouts. With the ubiquity of social media, insurance organizations also have the ability to tap into Twitter, Facebook and posts on other social media platforms to plan and execute their response to events. As the relationship between maps and social media matures, insurers are fi ding that the information and insight gained serve as vehicles to validate assumptions about safety warnings as well as assess the effectiveness of preemptive messages and actual handling of loss events. Th s innovative technology also enhances an insurer’s ability to quickly test different worst-case scenarios to plan, prepare and price for possible outcomes. Whether on a desktop, intranet or Internet, users at many levels—from claim examiners to adjusters and managers—can perform on-the-fly analysis to assist in making effective decisions. In these ways and more, location intelligence technology can help insurers respond to their customer claims more quickly and effici tly, especially in catastrophic scenarios.
Putting it all together Processing a claim is one of the most important transactional events between an insurer and the customer. How well an insurer engages in the claim settlement process is key to loyalty, retention and brand image. While geospatial data has been employed for years in underwriting and catastrophe modeling, its potential has not been fully realized in the context of claims adjustment. www.claimscanada.ca
p30-31 DMTI.indd 31
As a result, there is an untapped advantage to be gained by using this valuable data for the claims management function of insurance companies. By combining location intelligence with other analytic technologies and data sources, including rich real-time data sources such as weather modeling and social media, insurers gain a powerful resource to determine how to treat an individual claim at every stage of the claims lifecycle. The optimization of claims management with geospatial data can increase customer sat-
isfaction, control claims-related costs and improve the utilization of claims resources for a competitive advantage. • Rob Daleman is VP, Corporate Marketing, with DMTI Spatial. He brings 17-plus years of industry experience in technology fields to helping Canadian companies and organizations get the most out of location intelligence solutions. Previously, Daleman held positions at Avaya Canada, Dell Canada and Maple Leaf Foods. He holds an MBA from the Schulich School of Business.
BDO HELPS WHEN DISASTER STRIKES To business owners who have tirelessly committed themselves, disaster is the loss of their dreams and livelihood. To insurance professionals, it’s the challenge to fairly and accurately quantify what their loss is worth. When disaster strikes, trust the firm that provides expert, objective opinions and quality resources. • • •
Business interruptions Personal injury claims Inventory losses
• • •
Income replacement benefit calculations Forensic investigations Fidelity and surety bonds
Vancouver | Calgary | Edmonton | Winnipeg | Toronto | Montreal | Halifax People who know, know BDO.SM Assurance | Accounting | Tax | Advisory Greg Hocking 416 775 7800 ghocking@bdo.ca
Andrew Bourne 416 775 7802 abourne@bdo.ca
www.bdo.ca/advisory
June/July 2016
Claims Canada 31
2016-06-27 4:24 PM
• on the scene OTS MGB Claims Consultants Inc. introduces Scott Gibson, B.A., CIP, CFEI as the newest member of the team. Scott earned his BA in Law at Carleton University in 2001. For the last 15 years, he has worked as an independent adjuster for a national independent adjusting firm. Scott has obtained his CIP and CFEI designations, and holds the title of Senior General Adjuster. He has significant experience in large industrial property, equipment breakdown, appraisals and construction claims. Scott has handled claims across Canada and in the Caribbean. With his experience, skill set and industry trust, Scott’s addition is a refection of MGB’s commitment to the Commercial/ Industrial and Specialty Risk markets, both domestically and internationally. ●
Crawford & Company (Canada) Inc. has established a new permanent office in Fort McMurray, Alberta, allowing the company to continue to provide service to its insurer partners and the policyholders affected by the wildfire event in the region. Crawford is also excited to announce that two new adjusters, Phedra Milne and Jolene Jani, have joined the Crawford team and will be based out of the new Fort McMurray branch. This branch will be under the direction of Bruce Toma and his management team based in Edmonton, Alberta. “We are delighted to not only add a permanent location, but are also thrilled to add talented adjusters Phedra and Jolene to the team,” said Walter Waugh, Vice President of Operations for Western Canada. “This new location will allow us to provide ongoing assistance to the residents and business community of Fort McMurray both in the short term and long term.” “The overall Crawford response to the wildfires is in full swing,” noted Jim Eso, Senior Vice President, Property & Casualty. “We have a significant number of Canadian and international adjusters deployed and fully engaged. As we learned in recent years with catastrophic events in Calgary, Toronto, and elsewhere across Canada, the Fort McMurray wildfire will have an impact on the community and the people in it for quite some time and Crawford will be there to help.” ●
Creechurch Underwriters announced that Richard Williams has joined the Professional Liability team as a Senior Underwriter. Richard will be specializing in Architects & Engineers and Miscellaneous Errors and Omissions Insurance solutions. Before Joining Creechurch, Williams was a Managing Director for Professional Lines at HUB InterRichard Williams national, a top 10 Global Broker. Before Hub International, he worked as broker at other large multinational firms in Canada and the UK as well as underwriting professional lines for certain syndicates at Lloyds. Williams brings thirteen years of insurance experience to Creechurch. ●
32 Claims Canada
p32-33 OTS.indd 32
June/July 2016
Four years after its launch, ZipSure.ca continues to receive accolades for its innovative approach to insurance. The company was awarded ‘New Product or Service of the Year’ by the Canadian Federation of Apartment Associations (CFAA) for its newly launched mobile platform that allows Canadians to purchase tenant insurance via their smartphone. The awards ceremony took place during the association’s annual Rental Housing Conference on June 8, 2016. ZipSure.ca was launched in 2012, with a mission to make purchasing insurance a simpler process. At that time, Canadians were able to buy insurance via their computers. Now, with the popularity of smartphones, the company has launched a mobile site to make the insurance-buying process even easier. Its first product ZipTenant offers tenant insurance. “ZipSure.ca has quickly become Canada’s most recommended source for Tenant’s Insurance,” said Jamie Reid co-founder of ZipSure.ca and President of A.P. Reid Insurance Stores. “This recognition for our new mobile platform will help us to achieve our mission of enabling residential rental housing owners to end the serious issue of uninsured renters.” ZipSure.ca was previously awarded the ICTA Tech award in 2012 for creating the first customer-facing fully automated insurance service targeted at tenants of larger landlords. ● Shawn Kavanaugh has joined the AssessMed family in the role of Senior Business Relations Advisor. He will be primarily working in the SouthWestern Ontario region serving as a highly customer-focused resource to all clients, offering experienced advice on overall file management and associated assessment recomShawn Kavanaugh mendations. A licensed chiropractor who holds a specialty in Chiropractic Physical and Occupational Rehabilitation, he has held the position of Vice President of the Canadian Chiropractic Specialty College of Physical and Occupational Rehabilitation. “We are excited to have Shawn on the team,” says Don Kunkel, President of AssessMed Inc. “His combined years of industry and clinical experience create a unique opportunity for him within the company and this allows our clients to experience an enhanced level of customer service, both prior to and during the referral process. As an experienced IME assessor himself, Shawn will be a great conduit between the medical assessor, the client and our fi m”. He remains active in clinical research and has been published in peerreviewed journals including Spine and Journal of Manipulative Physiological Therapeutics. ●
Claims Canada Wants You!
Claims Canada magazine wants you to send us your company news, appointments and event photos for possible inclusion within our ‘On the Scene’ department. Please help us share your items with the claims industry across the country. For more information, please email: emily@claimscanada.ca
www.claimscanada.ca
2016-06-27 4:28 PM
APPOINTMENT
Chris Schmidt
CIAA President, Fred Plant, Monica Plant and CIAA Executive Director, Pat Battle (right) promoting CIAA membership at the 79th Annual Conference of the National Association of Independent Insurance Adjusters (NAIIA) in Jekyll Island, Georgia. APRIL Canada announced the launch of its new fully responsive and interactive corporate website (www.april.ca), to better help its broker partners. “We are very excited to deliver this project”, stated Katharine Baker, Strategic Marketing Director at APRIL Canada. “Our new site modernizes our brand image in line with our recent marketing activity and delivers increased functionality for our broker partners.” “A lot of time and energy was put into this new website in an effort to ensure that it better reflects the current look and feel of our business, while also providing more information on our latest products, services and offers in the market,” added Nick Kidd, CEO APRIL Canada.” We’re really proud to bring this to market”. Through the new site, Brokers are now able to send APRIL submissions directly through the website to receive a personalized response. ● The sale of FirstOnSite Restoration G.P. Inc. (the general partner of FirstOnSite Restoration L.P. ), Canada’s largest independent disaster restoration services provider, to U.S.-based Interstate Restoration has been approved by all parties and finalized. The combined assets of both companies make this the second largest independent restoration company in North America. “We are extremely pleased with the completion of the sale, and with the enormous benefits it will bring to both companies moving forward,” said Dave Demos, Chief Executive Office , FirstOnSite Restoration. “We can now focus on joining forces – on organizing our complementary capacities, and bringing the best restoration services on the continent to our customers on both sides of the border.” The combined resources of FirstOnSite and Interstate will equal nearly 1,250 employees in both countries, with annual revenues of $300 million. FirstOnSite will continue to operate under that name, and will remain headquartered in its current Mississauga, Ontario location, while Interstate Restoration will continue to be based in Denver, Colorado. ●
DKI Canada Ltd. is pleased to announce the appointment of Chris Schmidt to the position of Chief Executive Offic . “The handover and smooth transition to Chris Schmidt, comes at an important stage in DKI Canada’s development,” stated Dany Roy, Chairman of the DKI Canada Board. “Over the past four years, Chris had led the company’s growth and expansion extending DKI’s reach to almost 80 locations servicing all provinces across the country.” “I leave the company in the very capable hands of Chris” stated Ken Tucker, past DKI CEO. “He has been a key pillar of DKI Canada’s transformation to date and has shown the superior leadership skills and industry expertise that will propel DKI Canada forward in the future.” Ken will remain as an advisor to the Board and CEO. Mr. Schmidt has over 15 years of insurance claims and restoration industry experience. Since joining the company in 2012, his strong background and industry knowledge accelerated his growth within DKI Canada Ltd. quickly progressing through senior level positions including Vice President and most recently COO.
Sedgwick and its subsidiary Vericlaim, a global provider of loss adjusting and claims management solutions, have announced they will expand their services available in the Canadian market. In addition to Sedgwick’s existing thirdparty administration (TPA) operations, the companies will offer claims administration and adjusting services designed to meet the specific needs of the Canadian market in the areas of property, liability, auto and niche industries. Industry veterans Michael Holden and Terry Deamer are leading the companies’ Canadian expansion. Holden has been appointed president, and Deamer will serve as senior vice president of operations. During their extensive careers, Holden and Deamer served as CEO and CFO, respectively, of Granite Claims Solutions, working hand-in-hand to transform Granite from a small business into a leading national Canadian provider. “The options for claims administration and loss adjusting services have been limited for businesses in Canada,” said Sedgwick President and CEO Dave North. “By investing in the continued growth of Sedgwick and Vericlaim in Canada, we can partner with Canadian businesses to enhance their programs and expand the claims solutions available to them.” ●
DKI is the largest disaster restoration contracting organization in North America. The restoration services that DKI provides to insurance, commercial and residential clients include: emergency response, water damage mitigation, fire and contents cleaning, mold remediation, complete reconstruction and much more, 24 hours a day, 365 days a year.
www.claimscanada.ca
June/July 2016
p32-33 OTS.indd 33
www.dki.ca Claims Canada 33
2016-06-27 4:28 PM
• on the scene OTS CHES Special Risk Inc. has added two new employees. Tom Stanton has joined the company as Managing Partner and Senior Underwriter responsible for the Management and Operation of the CHES Special Risk Inc. office in Ottawa, Ontario. Maruf Hasan has joined its Toronto, Ontario office as Vice President and Senior Underwriter, supporting the growth and expansion of the company’s Underwriting and Senior Management Team there. Stanton comes to CHES Special Risk Inc. with more than 25 years’ experience as a Loss Adjuster and Underwriter in both personal and commercial coverages, having previously been at Burns and Wilcox Canada, formerly Chesterfield Canada, where he was Senior Underwriter. Hasan joins CHES Special Risk Inc. from Thistle Underwriting Services where he served for two years as Underwriting Team Leader. ●
Tom Stanton
Maruf Hasan
Claims Canada Magazine is the only national claims publication COVERING the Canadian market Matt Paxton ServiceMaster Restore has expanded its service offering to include hoarding and extreme cleanup. It has partnered with hoarding cleanup expert and television personality Matt Paxton to create a specialized training program to teach its global network how to work with people who hoard. Stephan Roy, National Director of ServiceMaster Restore has been working to bring the program to Canada. The company is hosting training seminars for stakeholders who are exposed to people that live with the difficult conditions of hoarding. Roy comments, “The training is timely as awareness of hoarding increases due to popular TV shows and the disease recently being added to the Diagnostic and Statistical Manual used by psychiatrists to diagnosis mental illness.” “Hoarding is more common than you might think,” says Paxton, one of the stars of A&E’s “Hoarders” series. “Dealing with hoarding cleanup requires specialized training, and I’ve teamed up with ServiceMaster Restore to assess hoarding situations, develop action plans and help clients comfortably return to healthy living environments.” Dealing with hoarding cleanup requires expert help from both cleaning and mental health professionals. Clutter created by hoarding can result in serious threats to the well being and safety of the person suffering from this disorder, as well as those close to them. ●
34 Claims Canada
Reaching Over 8,500 Insurance Claims Professionals from Coast-to-Coast!
For advertising space information, please contact Paul Aquino, Publisher: paul@canadianunderwriter.ca
www.claimscanada.ca
June/July 2016
www.claimscanada.ca Official Journal of the Canadian Indeépendent Adjusters’ Association
p34-35 OTS.indd 34
2016-06-27 4:34 PM
CIAA New Members ClaimsPro Mirlin Porter Cindy Lambright Jeff Boegel Jim Vardy Paul Hudson Susan McKie Michael Smith Alison Dean Cuong(jim) Hoang Daniele Magagnin Flora Yu Gurj Mangat Heather Gurr James Kozak Janak Lally Matthew Gillick Michael Unger Milica Jankovic Monique Aisler Peter Lehal Stacy Phillips Stephen Fryer Tom Gelmon Trevor Macrae Gina D`Amico Kori Vitasovic Manjit Basra Maria Caynap Rhonda Palmer Bijender Balhera Ruan Desouza Andrea Dollinger Anthony Smith Bruce Frederick Milligan Geoff Myers Gordon Peabody James Brouwer Kyla Crouch Walker Ross Mary-Ann Walry Korinne Pooke Dave Geddes Gerry Rocan James Barnett Paul Balabanski Ryan Bell Sandra Foster Douglas Watson Tom Norton Aaron Arjoon Angella Hewitt Anna Khassanova Brad Obirek Brenda Haywood Chantel Revak Dana Lawrence
Surrey North, BC Level 1 Terrace, BC Level 1 Terrace, BC Level 1 TerraceBC Level 1 Terrace. BC Level 2 Terrace, BC Level 1 Terrace, BC Level 1 Vancouver, BC Level 2 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 2 Vancouver, BC Level 2 Vancouver, BC Level 2 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver. BC Level 1 Vancouver. BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 2 Vancouver, BC Level 1 Vancouver, BC Level 2 Vancouver, BC Level 2 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver, BC Level 1 Vancouver - Marine, BC Level 1 Vancouver - Marine, BC Level 1 Vernon, BC Level 2 Vernon, BC Level 1 Vernon, BC Level 1 Victoria, BC Level 1 Victoria, BC Level 2 Victoria, BC Level 1 Victoria, BC Level 1 Victoria, BC Level 1 Williams Lake, BC Level 2 Xactimate, BC Level 2 Brandon, MB Level 2 Brandon, MB Level 1 Brandon, MB Level 1 Brandon, MB Level 2 Brandon, MB Level 1 Brandon, MB Level 1 The Pas, MB Level 1 Thompson, MB Level 1 Winnipeg, MB Level 2 Winnipeg, MB Level 2 Winnipeg, MB Level 1 Winnipeg, MB Level 1 Winnipeg, MB Level 2 Winnipeg, MB Level 1 Winnipeg, MB Level 1
Daniel Stupich David Lind Don Jodoin Drew Knox Elisa Schellmann Joanne Mah John Nixon Kenneth Magnusson Kevin Maryniuk Kim Boultbee Leslie Bering Maureen Leclerc Michelle Lecuyer Norm French Rina Hurter Roger Bristow Ruth Damphouse Ryan Brolund Samantha Dixon Sheegal Sharma Tim Bromley Travis Fehr Ray L. Aucoin Francis Martin Kelly Roberts Carol Allard John J. Aucoin Robert L. Gaudet Marc Robichaud Gilbert Fournier Daniel Levesque David Murray Natasha Fougere Richard Magee Donna McLaughlin Paul Forestell Stephen C. LeBlanc Marcel Deschenes Lise Frenette Jean J. Bourque Marc-AndrĂŠ HachĂŠ Jeff Lamberton Calvin Roberts Gerard Arsenault Lee Benoit Luc Aucoin Luc J. Bourque Charles Cormier Jonathan Frenette Lyssa Lapointe Maryse Lapointe-Bourque Murielle LeBlanc Jason MacLellan Darcy Plant Jacinthe Reid Michel Roy Lise Ryan
Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Winnipeg, MB Bathurst, NB Bathurst, NB Bathurst, NB Campbellton, NB Campbellton, NB Campbellton, NB Edmundston, NB Edmundston, NB Edmundston, NB Fredericton, NB Fredericton, NB Fredericton, NB Fredericton, NB Fredericton, NB Fredericton, NB Grand Falls, NB Grand Falls, NB Miramichi, NB Miramichi, NB Miramichi, NB Moncton, NB Moncton, NB Moncton, NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB Moncton (Dieppe), NB
Level 2 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 3 Level 1 Level 3 Level 3 Level 3 Level 3 Level 2 Level 3 Level 2 Level 1 Level 2 Level 2 Level 3 Level 1 Level 3 Level 3 Level 1 Level 3 Level 3 Level 3 Level 2 Level 1 Level 1 Level 3 Level 2 Level 2 Level 2 Level 1 Level 3 Level 3 Level 1 Level 1 Level 3 Level 3 Level 1
Continued on page 36. www.claimscanada.ca
p34-35 OTS.indd 35
June/July 2016
Claims Canada 35
2016-06-27 4:34 PM
• on the scene OTS CIAA New Members ClaimsPro Mike Turner Michael Lenihan Peter Gormley Shelly Hitchcock Terrance Hughes Lisa Mountain Robert Corbett Judith Hill K. Wayne Johnston Larry E. Patterson Barry Bugden Jerry Penney Jonathan Penney Stephen Vardy Thomas Humphrey Betty Stratton John O`Brien Michael Guy Vonne Janes Wayne Guy Patsy Head Catherine Elliott David Barron Gejapathy Gopal Gerard Mandville Kenneth Tobin Mary Byrne Noel Doyle Sandra Harkaway Power Anthony Elliott Douglas Stewart Bruce Olie Allan Plaggenhoef Dale Brown Drew McCarthy Ewen Scott Josh Jewer Lori Morgan Mike Maddigan Peter Christensen Robin McGarvey Michael Connolly Bertrum McNeil Carol Messervey Christopher Slaunwhite Edward Valiant Nicola Young Wayne Morgan Phillip Robichaud Stephen MacDonald Brent Pezzareallo Brian Harris Isabel Macpherson Shane Walker Amee Pond Cole Bouchard
Moncton (Dieppe), NB Saint John, NB Saint John, NB Saint John, NB Saint John, NB Saint John, NB Saint John, NB Saint John, NB Saint John, NB Saint John, NB Clarenville, NL Corner Brook, NL Corner Brook, NL Corner Brook, NL Corner Brook, NL Corner Brook, NL Gander, NL Gander, NL Gander, NL Gander, NL Grand Falls-Windsor, NL St. John’s, NL St. John’s, NL St. John’s, NL St. John’s, NL St. John’s, NL St. John’s, NL St. John’s, NL St. John’s, NL St. John’s, NL Antigonish, NS Coldbrook, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Halifax, NS Kentville, NS Kentville, NS New Glasgow, NS New Glasgow, NS Sydney, NS Sydney, NS Sydney, NS Sydney, NS Yellowknife, NT Yellowknife, NT
Level 1 Level 2 Level 2 Level 1 Level 1 Level 2 Level 3 Level 3 Level 3 Level 3 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 3 Level 3 Level 1 Level 2 Level 1 Level 2 Level 2 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1
Eric Kieken Kerrie Balsillie Marcel Bouchard Daniel Wisniewski James FitzPatrick John Matera Judith Smith Rob Ahiers Sam Patel Shannon Hoyt Shelley Vukovich Alexandra Sandes Patricia Page Stephen Martin Scott Anderson Adam Wigdor Chris Matheson John Sivonen Jordan Christian Keith Knapp Amber Dobbie Barbara Buretic Brooke McGale Cathy O’Neil Edward (Ted) O’Hearn Glenna Courchesne Jason Williams Matthew Underhill Michael Johnstone Neil Chabot Paul Tiller Peter Doublard Rhu Sherrard Robert Coulter Robert McAllister Stephen Agnew Theresa Iorio Joe Parilac Audrey Taillon Chris Saelens Rob Neill Stephanie Parkes Dan Loewen Elizabeth Conboy Scott Hurry Erin Sheard Ashif Panjwani Christopher Davis Jason McDermott Keri Johnson Luke Purdy Mark Potts Ryan Potts Stephen Scullion Steve Fox Todd Fox Aaron Attrill
Yellowknife, NT Yellowknife, NT Yellowknife, NT Barrie, ON Barrie, ON Barrie, ON Barrie, ON Barrie, ON Barrie, ON Barrie, ON Barrie, ON Barrie, ON Barrie, ON Belleville, ON Collingwood, ON Fort Frances, ON Fort Frances, ON Fort Frances, ON Fort Frances, ON Fort Frances, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton,ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton, ON Hamilton - NAU, ON Kapuskasing, ON Kenora, ON Kenora, ON Kenora, ON Kenora, ON Kingston, ON Kingston, ON Kingston, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON Kitchener, ON London, ON
Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 2 Level 2 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 2 Level 2 Level 1 Level 1 Level 1 Level 2 Level 1 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 2 Level 2 Level 2 Level 2
To be continued in the August September 2016 issue of Claims Canada. 36 Claims Canada
p36-37 OTS.indd 36
June/July 2016
www.claimscanada.ca
2016-06-27 4:36 PM
The Ontario Chapter of the Risk & Insurance Management Society (ORIMS) held its 2016 Professional Development Conference Day and Spring Fling Network Reception May 4 in Toronto. Held at the McCague Borlack LLP offices, the PD conference featured a panel of the firm’s lawyers discussing a range of timely topics. The Spring Fling reception immediately followed at The RUM Exchange on Richmond Street West. ●
www.claimscanada.ca
p36-37 OTS.indd 37
June/July 2016
Claims Canada 37
2016-06-27 4:36 PM
• on the scene OTS The CIP Society – Ontario’s Annual Fellows’ Reception was held at the Mill Street Toronto Brewpub in Toronto’s Distillery District on May 10. The newest Fellow Chartered Insurance Professional (FCIP) graduates were greeted and recognized as part of a reception featuring good food and great company. This year, John Sharoun, FCIP, FCIAA, CRM, Executive General Adjuster and Senior Consultant with Crawford & Company (Canada) Inc., received the 2015 Greater Toronto Area Fellow of Distinction Award. ●
38 Claims Canada
p38 OTS.indd 38
June/July 2016
www.claimscanada.ca
2016-06-27 4:41 PM
SPECS.CA
Canada’s leading provider of pre- and post-loss appraisal and consultation services. SPECS provides the insurance industry with expert, impartial, and comprehensive structural consultation. Our customers benefit from: precise valuation of damages, accurate reserves, a reduction in claim cycle times and enhanced claimant satisfaction. Trust SPECS to assist with any residential, commercial, industrial or CAT claim.
SERVICES PROPERTY LOSS SCOPE AND ESTIMATING BID ANALYSIS AND MANAGEMENT
DIVISIONS TECHNICAL SERVICES CONTENTS APPRAISAL STORM AND CATASTROPHE
PROJECT MANAGEMENT AND CONSULTING
Ethics - Excellence - Value - Teamwork
2016 © All rights reserved. Specialized Property Evaluation Control Services Limited
ad right size.indd 1
BENEFITS REDUCED CLAIM AND PROJECT TIMELINES EFFECTIVE EXPENSE AND COST CONTROL PRECISE VALUATION OF DAMAGES
888-73-SPECS
(77327)
16-04-25 3:46 PM
WHEN THE UNEXPECTED HAPPENS,
WE’RE WE’RE READY
WHEN THE UNEXPECTED HAPPENS,
READY
WE ARE EQUIPPED TO RESPOND TO YOUR NEEDS 24/7.
We are the single-source solution with the expertise and resources to mitigate damages and minimize losses with superior results. You can depend on us to handle every aspect of the property repair efficiently, effectively and with care. Call the brand you can trust to deliver all your We are the single-source solution with the expertise and resources to mitigate damages needs. andrestoration minimize losses with superior results. You can depend on us to handle every aspect
WE ARE EQUIPPED TO RESPOND TO YOUR NEEDS 24/7.
We are the single-source solution with the expertise and resources to
of the property repair efficiently, effectively and with care. Call the brand you can trust to mitigate damages andneeds. minimize losses with superior results. You can deliver all your restoration
depend on us to handle every aspect of the property repair efficiently, effectively and with care. Call the brand you can trust to deliver all your restoration needs.
1-800-RESPOND servicemasterrestore.ca
ad right size copy.indd 1 ad right size.indd 1
15-01-19 9:21 AM 15-06-24 4:03 PM