Building Supplier Quality Assurance Protocols

1.  Introduction

vrsANA Loss Adjusters have over many years built up professional working relationships with a number of building firms who undertake repairs to damaged property.

vrsANA Loss Adjusters are experienced, qualified and hold a specific skill-set. vrsANA have a philosophy of not limiting or otherwise restricting Adjusters from working with any firms who have the capacity, ability, drive and pricing competitiveness for specific tasks, the variables of which change depending on the individual circumstances, resulting in better outcomes for all stakeholders.

Some building firms utilised are well known and established firms in the insurance repair industry, known to and utilised by many Insurers, whilst others will be engaged given their specialist skills for the matter at hand, geographic location of service, capacity and availability.

2.   Building Supplier Selection Criteria

Typically, vrsANA Adjusters will utilise the firm that will provide the best outcome for all parties, with some of the criteria being;

  • Geographic location of the loss and the coverage area of the provider
  • Nature and extent of the repair and how that aligns with the builder’s capability
  • The current capacity of the builder and whether a timely response can be achieved by a particular provider
  • Responsiveness generally of the building firm throughout the life of previous claims
  • The historical satisfaction of Insured’s with the quality and timeliness of the building firms services
  • ·Pricing of the repair project

3.  Managing repairs

vrsANA Loss Adjusters are continually involved in the claim lifecycle which includes the completion of all repairs following an insurable loss. vrsANA Loss Adjusters continually monitor the progress of repairs and regularly engage with Insured’s regarding same. Feedback from the Insured is reviewed and raised with the building repair firm as needed. Matters of concern are brought to the Insurer’s attention and similarly, commendations are also noted and reported.

vrsANA’s philosophy of empowering their Loss Adjusters with selecting suitable building repair organisations, who they will work with throughout the claim, fosters a personal level of interest and satisfaction in a job well done. Building firms are aware that the vrsANA Loss Adjuster remains the point of contact throughout the life of the claim and this also fosters a superior level of service from the building firms we engage on Insurer’s behalf. A differentiator with vrsANA is that vrsANA Loss Adjusters do not pass on claims at critical repair stages to administration staff to manage in a run off scenario but the Adjuster who has conducted the front line assessment remains involved at all stages.

4.  Quality Control Checklists

vrsANA’s systems use checklists to ensure consistent repair work quality, eg:

Basic Repairer Assessment

Section 1:

Builder name:

_________________________________________________________________________________

ABN:

_________________________________________________________________________________

Website:

_________________________________________________________________________________

Builders licence:

_________________________________________________________________________________

Insurance arrangements?

_________________________________________________________________________________

Dealt with previously or new engagement? 

_________________________________________________________________________________

Is the builder on any insurer panels? If yes please list. 

_________________________________________________________________________________

Does the builder acknowledge requirements around Anti- bribery, Code of Practice, Anti- slavery, Privacy, Workplace Health and Safety and all other relevant codes and regulations?

_________________________________________________________________________________

 

Section 2

Location to loss location:

_________________________________________________________________________________

Availability to service per service standards or in timeline required?

_________________________________________________________________________________

Expertise in loss type:

_________________________________________________________________________________

Expertise in loss size:

_________________________________________________________________________________

Individual builder identified, if yes, name:

_________________________________________________________________________________

 

Section 3

Did the builder adhere to brief provided?

_________________________________________________________________________________

Did builder provide services in accordance with service standards or as briefed?

_________________________________________________________________________________

Are there any factors around service or performance (positive/negative) that warrant escalation and discussion with the builder? If yes please advise State Manager 

_________________________________________________________________________________

Are there any factors around service or performance that warrant query on any further work going to the company/ individual involved? If yes please advise General Manager. 

_________________________________________________________________________________