The Loss Adjustor is the main point of contact for customers making a home insurance claim, which sometimes take several years to resolve once and for all, so their record archiving and efficiency is crucial.
The loss adjustor is the co-ordinating link between the issuers of a home insurance policy, the customer, the contractors who will make repairs and anyone else who might be liable for the damage that has been caused.
So it's quite likely that the loss adjusting company dealing with the claim will have to keep records on file for a number of years, and that usually means archiving documents in a storage facility away from the company offices.
Archiving in a secure storage facility with 24-hour access is obviously a more cost-effective solution than eating up acres of expensive office space, but it needs to be done properly to be effective.
In one case we know of, where a tree on public land owned by a local council caused subsidence damage to a nearby home, it's taken seven years for the situation to be addressed and is likely to be another two years before everything is finally resolved.
In this particular case once a year of investigations had established the cause of the cracks in the house walls, a schedule of works was prepared and builders moved in for three months to repair the damage, put in measures to prevent it happening again and make good.
The tree's owners refused to cut it down, but did cut it back and were supposed to do so regularly to prevent it happening again. But they didn't and small cracks reappeared in the same places in the house.
The loss adjustors had assured the home owner that the file could be re-opened if this happened, and the home owner contacted them once it did.
This was when the problems started, because it took nearly a year before the company finally dug out the files, which had been "archived" with an incorrect phone number and under the wrong name!
In the meantime, unfortunately, the loss adjusting company had also set up a new division to deal with this kind of case, with the result that a new representative had to be supplied with and get familiar with all the history and paperwork, by now several inches thick!
How much more efficient it would have been if the company had set up a system of storing their archived files in a way that made them easy to access even if the staff involved changed in the meantime.
Archive storage companies offer a range of space options so companies like our loss adjustors can be sure they have affordable space and easy access to their files.
But their efficiency was compromised because they plainly hadn't made sure they had an effective system for identifying and labelling files, and from the sound of things the storage facility was not within easy access of the office.
Archiving in a local self store facility doule have made a huge difference to efficiency in dealing with the customer's claim and saved a lot of anguish and phone calls.
Good self-store archiving facilities generally have experienced staff who can advise how best to store documents and give easy access around the clock.
One company we know of advises its customers to make two lists of the archived documents, leaving one with the storage company and keeping one at the customers' offices.
It can save a lot of time and trouble all round.
Author Resource:
Writer Ali Withers argues that if files are being archived in a storage facility away from the offices efficient file archiving and labelling by the loss adjustors acting as the main link between customer, insurer and any contractors is crucial when an insurance claim, particularly on damage to someone's home, can take several years to resolve.
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