With natural disasters come challenges, many of which revolve around handling insurance claims. The common “us vs. them” mentality is an approach we as industry professionals should avoid.
Addressing insurance claim challenges and moving forward is essential for our industry. We as professionals must discuss the challenges homeowners face, particularly in states like Florida and California. Many homeowners struggle to understand the reasons behind their settlements, leaving them frustrated and hopeless. Those affected by disasters, such as hurricanes, continue to pay premiums and mortgages on properties that haven’t been restored to their pre-loss condition. They’re left wondering why rebuilding feels impossible and uncertain about how they can/should move forward.
Reflecting on these challenges and seeking solutions requires industry professionals to focus on collaborative efforts to support homeowners without assigning blame. Instead of adopting an "us vs. them" mentality, the industry should aim to inform, educate, and provide for those affected, helping them return to a pre-loss condition.
By working together, restoration and insurance professionals can foster a fair and supportive environment for policyholders. This will help ensure they receive the support and compensation they deserve after a disaster.
We can accomplish our goals, while keeping the property owner at the center of the process by:
- Setting the Right Expectations: Walking a property owner through the loss, and what to expect as they navigate the claims process, and what role we will take as restorers or adjusters.
- Proper Documentation: Fully documenting the loss as it stands, and our restoration plan, and the work in progress as fully as possible. We want to ensure that we can answer any questions or help resolve any disputes in the assessment of damages or work missing from an Insurance Carrier’s estimate.
- Policy Holder Rights: Educating the property owner about their rights and providing resources, like their agent or a public adjuster, to help answer questions that they may have about their insurance policy, coverage determinations, and their out-of-pocket expenses.
- Transparent Pricing: Though many states now require contracts to have dollar amounts, restorers can help smooth the insurance process for the property owner by providing a breakdown of the costs that the property owner can expect to incur, and by communicating any changes in the restoration plan that may affect the scope of work and costs.
Here are some key strategies we can implement moving forward:
- Transparent Communication: The insurance company should provide a clear, accurate, and concise process about the claims process to the policy holder and the restoration professional can facilitate open communication with both the homeowner and insurer.
- Ethical Practices: Both insurance and restoration professionals should hold each other accountable and adhere state, local, and federal laws. Should there be a discrepancy the observing party should report it.
- Collaboration and Training: Dual collaboration on training programs should take place which ensures a consistent approach in damage assessments and claims processing. These regular trainings can help align best practices and expectations.
- Consumer Advocacy: Utilizing independent bodies that oversee the claims can provide timely support to homeowners. In turn, restoration professionals can advocate for their clients by guiding them through the claims process in collaboration with the insurance carrier.
- Regulatory Oversight: Restoration professionals can provide oversight by working alongside the insurance carriers and engage with industry associations to advocate for better regulations.
If we approach these issues with a collaborative mindset, the insurance and restoration industries can enhance consumer trust, ensure fair compensation, and streamline recovery efforts. This united approach can lead to better outcomes for homeowners which can ultimately alleviate the emotional and financial burdens of disasters like Hurricane Ian.
As we move forward, it is our job to prioritize our shared goal of efficiently and ethically restoring homes and lives, ensuring our customers receive the support they need.
