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Simple Steps for Reducing Supplements

Carrier, IA Firm, and Adjuster Advice
on Reducing Supplements

Claim supplements – a necessary evil in the claims process, right? Well, kind of… We all know that supplements to claims are a fact of life in our industry. There’s no denying the fact that some claims are, by their very nature, going to involve unavoidable supplements. It’s a given that for some claims, once repairs are underway, additional unforeseen damage is going to come to light that needs to be covered by the policy. After all, a good adjuster is usually instructed to “write what you can see”, and without x-ray vision, they obviously can’t see inside the walls to assess hidden damage. Being realistic – at the end of the day it’s pretty clear that some supplements are necessary, but let’s be honest – other supplements happen due to preventable reasons, like human error, poor adjusting practices, or a lack of training. The tips below will focus on trying to help Carriers, IA Firms, and Adjuster in reducing the number of the latter type.

 

Reducing Supplements – Carrier & IA Firm Tips:

 

Tip 1:

Create the best guidelines possible. Carriers, if at all possible, don’t leave anything up to chance. If you know you typically do or don’t cover something, include it in your guidelines. It’s not an adjuster’s job to guess as to what may or may not be covered by any particular carrier when it comes to common coverage. (actually, it kind of is, but that’s not for this discussion) The more detailed your guidelines are, for every type of situation, the more you can start to trust that in the long run, you’ll be able to see real results in supplement reduction. IA Firms – if you’ve received clear guidelines from your carriers, its 100% your job to make sure that information makes it out to the field and is implemented properly. And even if or when you don’t have always that clarity, it’s still up to you to try to do your best to carry out the carrier’s wishes. If you see specific patterns in item approvals or changes in standard coverage details, make sure to discuss it with your carrier partner, and verbally make your field adjusters aware of the modified requirements to try to generate the best estimates possible.

 

Tip 2:

Train. Simple as that. Carriers, once you have your guidelines set, train your internal staff, including field and desk adjusters, so that as they work through the day, they produce consistent results. Especially train the staff that communicates with your outside resources (IA’s) as they are your daily go to people for your IA’s, and should have the most up to date answers possible should any questions arise. For IA’s, put together a plan to train your field and desk staff on the specific requirements of each of your carrier partners that works best for your business model. If you deploy adjusters specific to one carrier, make sure you give them monthly or quarterly training and updates on the current requirements. If your adjusters work cross-carrier, then make sure that you train carrier specific requirements across the board, and more importantly, track who has received what training, so you only deploy adjusters who you are confident will produce the right results for the specific Carrier who’s claims you are assigning them.

 

Tip 3:

Build better relationships with everyone involved in the process. It can be easy in this industry to sometimes feel like a cog in the process. Lather, rinse, repeat, on to the next claim… But properly reducing unnecessary supplements requires a wider view and involves a longer-term approach. The more we build deeper relationships between Carriers, IA’s, and field staff, the more each participant will feel invested in the process, and that their contributions will have a lasting and valuable impact. With better relationships, communication is increased, and vital trends and information that may have previously been hidden can come to light. Additionally, creating better relationships will help immensely with staff retention, reducing the need to train and bring new recruits up to speed on your specific policies. Once you’ve got the perfect people in place, make sure to keep them engaged and happy and enjoy the benefits.

 

Tip 4:

Increase communications. Building on tip 3 (creating better relationships), increase supplement specific communications across the board. Carriers and IA’s, don’t wait until your standard reviews to discuss these topics. When relevant information or changes surface, schedule specific meetings as needed to address the issues and changes that may be necessary, and follow up with written expectations and outcomes. Carrier’s, when you’re discussing supplement reduction, include your IA Firms in the process to gain additional insight and perspective. IA Firms, when you see building code or other impact changes in the field, pass the information along to your Carrier Partners. The more that you are able to build an effective channel for two-way communication between carriers and IA’s, the more effective your supplement reduction process will be.

 

Let’s not forget the adjusters in this process. Past their initial training, make sure you relay specific changes and advice in your ongoing adjuster communications related to supplements. Work it into your staff / team calls and email updates, send out critical changes immediately, and in general, get them used to supplement reduction being a priority part of the process.

 

 

Reducing Supplements – Adjuster Tips:

 

Tip 1:

Slow down. Remember, speed kills. Take the time to do a thorough inspection, and make sure you’ve completely covered all angles and properly documented everything related to the claim. A quick inspection may seem like it will help cycle times, but if the claim reopens or there are unnecessary supplements, that benefit is out the window. Every preventable trip back out to the claim adds cost and time. Don’t be more worried about speed or your daily claim volume than quality. Which leads us to…

 

Tip 2:

Document, document, document! Investigate thoroughly and take impeccable notes. Take clear photos. In this day and age, digital photos are cheap, so take multiple angles of complex scenes, take pics of damaged and non-damaged areas (both are critical), etc. Pay attention to detail – make sure you note and document absolutely everything. Especially situations where there is potential for discrepancy. Properly detailed claims give anyone who might have to follow up behind you (for whatever reason) the ability to make decisions that aren’t available on poorly handled claims, that lack this required info. It may very well be the difference between a supplement being issued because of lack of information thereby reopening the file, and a (much more satisfied) desk adjuster or Carrier representative easily making a remote determination and moving the file on to closure and final payment.

 

Tip 3:

If allowed by the Carrier you’re working for, review your scope notes with the policyholder. Plan a part of your inspection dedicated to going over your findings with the homeowner and ensuring they know what you’ve found and what you are submitting. It gives them the confidence to trust you as a professional, shows that you are thorough, and allows them the opportunity to point out things that you might have omitted. Doing this can increase their level of involvement and satisfaction with the process, and ultimately, help boost the Carrier’s retention rates.

 

Tip 4:

Know your Carrier’s guidelines. This should go without saying, but in the same vein as “you can only write what you see”, read, understand and more importantly, follow the guidelines of the Carrier you’re writing estimates for. If you know that they don’t typically cover a certain item or process, leave it off your estimate, but do take the time to document it and any other possible exceptions in your notes. We all know its usually not the adjuster’s job to make policy decisions, but providing the Carrier representatives with the proper level of detail in your submission that gives them the ability to make decisions, or dispute questionable additions without being there can only reflect better on you when it’s time for them to decide who they want to rely on in the field.

 

Tip 5:

Know the local rules. If you don’t have a construction background, this can be a little more challenging, but take the time to get to know local building codes, and how they’ve changed over the years. A common cause of supplements is when local building codes have requirements that aren’t necessarily obvious to an adjuster writing the estimate. Spend the time to research the code for the types of claims you specialize in, speak with the contractors you interact with to get insight, and try to gather as much knowledge as you can so that you can write the most complete estimate possible for the specific cities and states you work in.

 

 

As we’ve said, we all know supplements are an expected part of the claims process. But we can promise you, that by following the tips above, we’ll be able to reduce the number of unnecessary supplements tied to our claims. Train well, communicate often, slow down, document everything, respect the policyholder, and follow carrier guidelines, and we’ll all help reduce unnecessary costs and workload, and continue to make the customers happier as we help them through the process.

 

 

Want more information? Reach out below & we'll be in touch.

IAS Claims Logo
PRIVACY NOTICE

Last updated June 22, 2020



Thank you for choosing to be part of our community at IAS Claim Services ("Company", "we", "us", "our"). We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about this privacy notice, or our practices with regards to your personal information, please contact us at sysadmin@iasclaims.com.

When you visit our website https://www.iasclaims.com (the "Website"), and more generally, use any of our services (the "Services", which include the Website), we appreciate that you are trusting us with your personal information. We take your privacy very seriously. In this privacy notice, we seek to explain to you in the clearest way possible what information we collect, how we use it and what rights you have in relation to it. We hope you take some time to read through it carefully, as it is important. If there are any terms in this privacy notice that you do not agree with, please discontinue use of our Services immediately.

This privacy notice applies to all information collected through our Services (which, as described above, includes our Website), as well as, any related services, sales, marketing or events.

Please read this privacy notice carefully as it will help you understand what we do with the information that we collect.

TABLE OF CONTENTS


1. WHAT INFORMATION DO WE COLLECT?

Personal information you disclose to us

In Short:  We collect personal information that you provide to us.

We collect personal information that you voluntarily provide to us when you register on the Website, express an interest in obtaining information about us or our products and Services, when you participate in activities on the Website or otherwise when you contact us.

The personal information that we collect depends on the context of your interactions with us and the Website, the choices you make and the products and features you use. The personal information we collect may include the following:

Personal Information Provided by You. We collect namesphone numbersemail addressesmailing addressesjob titlesusernamespasswordscontact preferencescontact or authentication dataand other similar information.

All personal information that you provide to us must be true, complete and accurate, and you must notify us of any changes to such personal information.

Information automatically collected

In Short:  Some information — such as your Internet Protocol (IP) address and/or browser and device characteristics — is collected automatically when you visit our Website.

We automatically collect certain information when you visit, use or navigate the Website. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Website and other technical information. This information is primarily needed to maintain the security and operation of our Website, and for our internal analytics and reporting purposes.

Like many businesses, we also collect information through cookies and similar technologies.

2. HOW DO WE USE YOUR INFORMATION?

In Short:  We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We use personal information collected via our Website for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests, in order to enter into or perform a contract with you, with your consent, and/or for compliance with our legal obligations. We indicate the specific processing grounds we rely on next to each purpose listed below.

We use the information we collect or receive:
  • To facilitate account creation and logon process. If you choose to link your account with us to a third-party account (such as your Google or Facebook account), we use the information you allowed us to collect from those third parties to facilitate account creation and logon process for the performance of the contract.
  • To post testimonials. We post testimonials on our Website that may contain personal information. Prior to posting a testimonial, we will obtain your consent to use your name and the content of the testimonial. If you wish to update, or delete your testimonial, please contact us at dpo@iasclaims.com and be sure to include your name, testimonial location, and contact information.
  • Request feedback. We may use your information to request feedback and to contact you about your use of our Website.
  • To enable user-to-user communications. We may use your information in order to enable user-to-user communications with each user's consent.
  • To manage user accounts. We may use your information for the purposes of managing our account and keeping it in working order.
  • To send administrative information to you. We may use your personal information to send you product, service and new feature information and/or information about changes to our terms, conditions, and policies.
  • To protect our Services. We may use your information as part of our efforts to keep our Website safe and secure (for example, for fraud monitoring and prevention).
  • To enforce our terms, conditions and policies for business purposes, to comply with legal and regulatory requirements or in connection with our contract.
  • To respond to legal requests and prevent harm. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.

  • To send you marketing and promotional communications. We and/or our third-party marketing partners may use the personal information you send to us for our marketing purposes, if this is in accordance with your marketing preferences. For example, when expressing an interest in obtaining information about us or our Website, subscribing to marketing or otherwise contacting us, we will collect personal information from you. You can opt-out of our marketing emails at any time (see the "WHAT ARE YOUR PRIVACY RIGHTS" below).
  • Deliver targeted advertising to you. We may use your information to develop and display personalized content and advertising (and work with third parties who do so) tailored to your interests and/or location and to measure its effectiveness.

3. WILL YOUR INFORMATION BE SHARED WITH ANYONE?

In Short:  We only share information with your consent, to comply with laws, to provide you with services, to protect your rights, or to fulfill business obligations.

We may process or share your data that we hold based on the following legal basis:
  • Consent: We may process your data if you have given us specific consent to use your personal information for a specific purpose.
  • Legitimate Interests: We may process your data when it is reasonably necessary to achieve our legitimate business interests.
  • Performance of a Contract: Where we have entered into a contract with you, we may process your personal information to fulfill the terms of our contract.
  • Legal Obligations: We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).
  • Vital Interests: We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.
More specifically, we may need to process your data or share your personal information in the following situations:
  • Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
  • Affiliates. We may share your information with our affiliates, in which case we will require those affiliates to honor this privacy notice. Affiliates include our parent company and any subsidiaries, joint venture partners or other companies that we control or that are under common control with us.
  • Business Partners. We may share your information with our business partners to offer you certain products, services or promotions.

4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

In Short:  We may use cookies and other tracking technologies to collect and store your information.

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Notice.

5. HOW LONG DO WE KEEP YOUR INFORMATION?

In Short:  We keep your information for as long as necessary to fulfill the purposes outlined in this privacy notice unless otherwise required by law.

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting or other legal requirements). No purpose in this notice will require us keeping your personal information for longer than three (3) months past the termination of the user's account.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

6. HOW DO WE KEEP YOUR INFORMATION SAFE?

In Short:  We aim to protect your personal information through a system of organizational and technical security measures.

We have implemented appropriate technical and organizational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorized third parties will not be able to defeat our security, and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal information to and from our Website is at your own risk. You should only access the Website within a secure environment.

7. DO WE COLLECT INFORMATION FROM MINORS?

In Short:  We do not knowingly collect data from or market to children under 18 years of age.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Website, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Website. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under age 18, please contact us at dpo@iasclaims.com.

8. WHAT ARE YOUR PRIVACY RIGHTS?

In Short:  You may review, change, or terminate your account at any time.
 
If you are a resident in the European Economic Area and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority. You can find their contact details here: http://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.htm.

If you are a resident in Switzerland, the contact details for the data protection authorities are available here: https://www.edoeb.admin.ch/edoeb/en/home.html.

If you have questions or comments about your privacy rights, you may email us at privacy@iasclaims.com.

Account Information

If you would at any time like to review or change the information in your account or terminate your account, you can:
  • Log in to your account settings and update your user account.
  • Contact us using the contact information provided.
Upon your request to terminate your account, we will deactivate or delete your account and information from our active databases. However, we may retain some information in our files to prevent fraud, troubleshoot problems, assist with any investigations, enforce our Terms of Use and/or comply with applicable legal requirements.

Cookies and similar technologies: Most Web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features or services of our Website. To opt-out of interest-based advertising by advertisers on our Website visit http://www.aboutads.info/choices/.

Opting out of email marketing: You can unsubscribe from our marketing email list at any time by clicking on the unsubscribe link in the emails that we send or by contacting us using the details provided below. You will then be removed from the marketing email list — however, we may still communicate with you, for example to send you service-related emails that are necessary for the administration and use of your account, to respond to service requests, or for other non-marketing purposes. To otherwise opt-out, you may:
  • Access your account settings and update your preferences.
  • Contact us using the contact information provided.

9. CONTROLS FOR DO-NOT-TRACK FEATURES

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track ("DNT") feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage no uniform technology standard for recognizing and implementing DNT signals has been finalized. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this privacy notice. 

10. DO CALIFORNIA RESIDENTS HAVE SPECIFIC PRIVACY RIGHTS?

In Short:  Yes, if you are a resident of California, you are granted specific rights regarding access to your personal information.

California Civil Code Section 1798.83, also known as the "Shine The Light" law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us using the contact information provided below.

If you are under 18 years of age, reside in California, and have a registered account with the Website, you have the right to request removal of unwanted data that you publicly post on the Website. To request removal of such data, please contact us using the contact information provided below, and include the email address associated with your account and a statement that you reside in California. We will make sure the data is not publicly displayed on the Website, but please be aware that the data may not be completely or comprehensively removed from all our systems (e.g. backups, etc.).

CCPA Privacy Notice

The California Code of Regulations defines a "resident" as:

(1) every individual who is in the State of California for other than a temporary or transitory purpose and
(2) every individual who is domiciled in the State of California who is outside the State of California for a temporary or transitory purpose

All other individuals are defined as "non-residents."

If this definition of "resident" applies to you, we must adhere to certain rights and obligations regarding your personal information.

What categories of personal information do we collect?

We have collected the following categories of personal information in the past twelve (12) months:


Category


Examples


Collected

A. Identifiers
Contact details, such as real name, alias, postal address, telephone or mobile contact number, unique personal identifier, online identifier, Internet Protocol address, email address and account name

YES

B. Personal information categories listed in the California Customer Records statute
Name, contact information, education, employment, employment history and financial information

YES

C. Protected classification characteristics under California or federal law
Gender and date of birth

NO

D. Commercial information
Transaction information, purchase history, financial details and payment information

NO

E. Biometric information
Fingerprints and voiceprints

NO

F. Internet or other similar network activity
Browsing history, search history, online behavior, interest data, and interactions with our and other websites, applications, systems and advertisements

NO

G. Geolocation data
Device location

NO

H. Audio, electronic, visual, thermal, olfactory, or similar information
Images and audio, video or call recordings created in connection with our business activities

NO
I. Professional or employment-related information
Business contact details in order to provide you our services at a business level, job title as well as work history and professional qualifications if you apply for a job with us

YES
J. Education Information
Student records and directory information

NO
K. Inferences drawn from other personal information
Inferences drawn from any of the collected personal information listed above to create a profile or summary about, for example, an individual’s preferences and characteristics

NO

We may also collect other personal information outside of these categories instances where you interact with us in-person, online, or by phone or mail in the context of:
  • Receiving help through our customer support channels;
  • Participation in customer surveys or contests; and
  • Facilitation in the delivery of our Services and to respond to your inquiries.
How do we use and share your personal information?

More information about our data collection and sharing practices can be found in this privacy notice.

You may contact us by email at privacy@iasclaims.com, or by referring to the contact details at the bottom of this document.

If you are using an authorized agent to exercise your right to opt-out we may deny a request if the authorized agent does not submit proof that they have been validly authorized to act on your behalf.

Will your information be shared with anyone else?

We may disclose your personal information with our service providers pursuant to a written contract between us and each service provider. Each service provider is a for-profit entity that processes the information on our behalf.

We may use your personal information for our own business purposes, such as for undertaking internal research for technological development and demonstration. This is not considered to be "selling" of your personal data.

IAS Claim Services has not disclosed or sold any personal information to third parties for a business or commercial purpose in the preceding 12 months. IAS Claim Services will not sell personal information in the future belonging to website visitors, users and other consumers.

Your rights with respect to your personal data

Right to request deletion of the data - Request to delete

You can ask for the deletion of your personal information. If you ask us to delete your personal information, we will respect your request and delete your personal information, subject to certain exceptions provided by law, such as (but not limited to) the exercise by another consumer of his or her right to free speech, our compliance requirements resulting from a legal obligation or any processing that may be required to protect against illegal activities.

Right to be informed - Request to know

Depending on the circumstances, you have a right to know:
  • whether we collect and use your personal information;
  • the categories of personal information that we collect;
  • the purposes for which the collected personal information is used;
  • whether we sell your personal information to third parties;
  • the categories of personal information that we sold or disclosed for a business purpose;
  • the categories of third parties to whom the personal information was sold or disclosed for a business purpose; and
  • the business or commercial purpose for collecting or selling personal information.
In accordance with applicable law, we are not obligated to provide or delete consumer information that is de-identified in response to a consumer request or to re-identify individual data to verify a consumer request.

Right to Non-Discrimination for the Exercise of a Consumer’s Privacy Rights

We will not discriminate against you if you exercise your privacy rights.

Verification process

Upon receiving your request, we will need to verify your identity to determine you are the same person about whom we have the information in our system. These verification efforts require us to ask you to provide information so that we can match it with information you have previously provided us. For instance, depending on the type of request you submit, we may ask you to provide certain information so that we can match the information you provide with the information we already have on file, or we may contact you through a communication method (e.g. phone or email) that you have previously provided to us. We may also use other verification methods as the circumstances dictate.

We will only use personal information provided in your request to verify your identity or authority to make the request. To the extent possible, we will avoid requesting additional information from you for the purposes of verification. If, however, if we cannot verify your identity from the information already maintained by us, we may request that you provide additional information for the purposes of verifying your identity, and for security or fraud-prevention purposes. We will delete such additionally provided information as soon as we finish verifying you.

Other privacy rights
  • you may object to the processing of your personal data
  • you may request correction of your personal data if it is incorrect or no longer relevant, or ask to restrict the processing of the data
  • you can designate an authorized agent to make a request under the CCPA on your behalf. We may deny a request from an authorized agent that does not submit proof that they have been validly authorized to act on your behalf in accordance with the CCPA.
  • you may request to opt-out from future selling of your personal information to third parties. Upon receiving a request to opt-out, we will act upon the request as soon as feasibly possible, but no later than 15 days from the date of the request submission.
To exercise these rights, you can contact us by email at privacy@iasclaims.com, or by referring to the contact details at the bottom of this document. If you have a complaint about how we handle your data, we would like to hear from you.

11. DO WE MAKE UPDATES TO THIS NOTICE?     

In Short:  Yes, we will update this notice as necessary to stay compliant with relevant laws.

We may update this privacy notice from time to time. The updated version will be indicated by an updated "Revised" date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed of how we are protecting your information.

12. HOW CAN YOU CONTACT US ABOUT THIS NOTICE?     

If you have questions or comments about this notice, you may contact our Data Protection Officer (DPO), Data Protection Officer, by email at dpo@iasclaims.com, by phone at 210-360-1340, or by post to:

IAS Claim Services
Data Protection Officer
1020 NE Loop 410
Ste805
San Antonio, TX 78209
United States

13. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?     

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it in some circumstances. To request to review, update, or delete your personal information, please submit a request form by clicking here. We will respond to your request within 30 days.