Servpro

A guide to audits and uploads

Every Upload for Audit

Cat/Class explanation30min/ 4hour explanationsAll parts of dry report filled out?Estimate matches dry report?All “red flags” explained?If we listed it, we should have a picture of it.Common sense

Resources

To be successful, use all the resources at your disposal.

Use those “cheat sheets” supplied several months ago for acceptable cat/class and other common problem explanations.

Where to find answers…Read the Bulletins EVERY time.

Remind yourself of the Standard Bulletin and the Insurance Company specific BulletinReview your Water training materials

and Drybook trainings constantly

A FRESH set of EYES

After handling the file for so long we become blind to obvious mistakes. Small details are the first ones picked up on by Trainership & Corporate and the first to be overlooked by the auditor and uploading individual(s).

Common overlooked mistake. The date we are “done” with the job is considered the drying complete date.

Build a Mental Picture and Analyze the Job

How did the water get from the busted pipe in the attic to the Dining Room floor?

Possible areas affected: Attic floors and walls, Bedroom ceiling, walls and floor, upstairs hall, dining room ceiling walls and floors, Foyer Entryway. Does the job reflect all affected areas, show water migration and have moisture content readings for affected areas?

Explain, Explain & Explain again

If it doesn’t sound or look right…explain it. For example…Temperatures in structures do not go up in winter or down in summer with no assistance.Insurance companies want to poke a hole in our documentation or want to know if the insured is failing to maintain the structure.Keep it concise and clear. Did we clearly state what happened and not infer the course of events in the structure?

Note the arrows#1 explanation for a visit with no readings

#2 Demo affecting gpp#3 Heat source affecting gpp

#4 Structural conditions affecting gpp#5 Secondary claims arising

#6 Secondary problems affecting progress of initial claim

1/17/15 11:26A: Was unable to get readings for this date: Heavy demolition needed, John at Safeco Mitigation notified. Also got permission to remove affected drywall in Living Room and the removal of all cabinets and countertops as they were affected beyond restorable condition. 1/20/15 9:51A: HVAC turned off: HVAC turned off for Visit 3. GPP made no progress in Zone 1 due to equipment being off during demolition.1/21/15 4:36P: HVAC turned off: HVAC was turned off for Visit 4.Dehu negative GPP due to lack of heat. 1/22/15 2:05P: HVAC turned off: HVAC was turned off for Visit 5. GPP not making progress in Zone 1 due to lack of heat and exposed attic from ceiling removal. GPP not making progress due to unconditioned area and lack of equipment in Zone 2. Dehu negative GPP due to lack of heat. 1/26/15 2:53P: Call was made to Brad at Safeco Mitigation to notify of potential issues with roof leaking as water spots were noted on back side of roof sheathing and elevated RH in Zone 1. Brad at Safeco Mitigation authorized fourth day of drying and asked for follow up call on next visit. Zone 2 RH elevated again due to lack of heat and standing water that has resurfaced in crawlspace. 1/27/15 3:55P: HVAC turned off: HVAC turned off for Visit 7. Moisture readings were elevated almost back to saturation in Zone 1. Spoke with Brad Short at Safeco Mitigation to inform that water spots on roof sheathing had increased significantly, suspected additional water infiltration after heavy precipitation from previous day. Zone 2 and Zone 1 had elevated GPP/RH due to lack of heat and standing water that resurfaced in crawlspace. 1/28/15 4;08 PM HVAC turned off: HVAC turned off for Visit 8. Equipment pulled per Brad Short at Safeco Mitigation without all materials reaching goal. GPP in Zone 1 not making progress due to lack of heat.

1

2 34

5

6

In this case the outside air temperature is 43 degrees different than the inside. No HVAC readings were taken. Therefore an explanation would be required.

OUTSIDE

UNAFFECTED ROOM

Living room

TEMP RH GPP TEMP RH GPP

30.0 55.0 13 73.0 43.0 51

           

Authorization to perform is dated after the date work started of 2/12 as

referenced by the date we set equipment in the dry report. We need to

explain why we started work before getting a signature.

2/12/15 11:49A: Equipment Validation Exception: Air mover calculation shows too few placed. Air movers were placed at the direction of the contractor on-site.2/12/15 3:29P: Equipment Validation Exception: Delivery for contractor2/13/15 2:26P: Equipment Validation Exception: Air mover calculation shows too few placed. Air movers were placed at the direction of the contractor on-site.

This top sketch shows an affected dining room. We are taking readings. We need an explanation for no equipment. Conversely the bottom shows equipment in an unaffected area. An explanation is needed.

Draw floor plan, identifying placement of equipment and monitoring locations, rooms making up zones & water migration.

Copy These Images to Inspection Report Below

Water Migration (See instructions below for other

options)

As small as the difference is between dry report and estimate, we can not charge for more than affected without an exceptional reason that was approved by the adjuster AND even then it is most likely to be returned by the insurance company demanding it be removed from the bill.

Zone Name:Zone 1

   Percent Below

Editable

Square FeetRoom Name Room Dimensions% Floor Affected

Kitchen L = 14'2" x W = 13'0" x H1 = 8'0" x H2 = 8'0" 100% 184.17

Dining L = 13'0" x W = 11'3" x H1 = 8'0" x H2 = 8'0" 20% 29.25

Things Change…

On a dime usually. Auto-Auditing is the future. If this feature rejects a tab, we are requested to NOT override it without exceptional reason. As, it will be rejected further up the line in almost every case. We need to discover why it is causing a rejected tab. Even if we know that it shouldn’t. For example the way we upload a sketch and how the system recognizes it has set this feature off and caused issue in the past.

An Auto-Audited tab rejection that I should not override as it will be rejected at the next level of auditing.

30 min and 4 Hour Compliance

Homesite Insurance requires the Franchise to meet a 1 hour customer contact time and a 4 hour onsite arrival time. Deviations from service level agreements must be notated in the opening statement indicating the reason for non-compliance. An exception reason should also be selected from the Non-ScanER® XL Monitor. Document the Following;•Date of contact•Date of inspectionPlease note if actual times have not been entered into Xactimate when file was uploaded the time will default to 1:00AM. Please ensure franchise has input correct times. THE TIME STAMPS ON THE DETAILS TAB ARE PRESENTED IN CENTRAL STANDARD TIME.

Notes Scorecard Weight = 1

[AUTO-AUDITED] REJECTION REASON: Franchise did not meet the 4 hour onsite time and no exception was chosen from the Monitor and there were no notes in the opening statement explaining why.

HOW TO CORRECT:

How to build an objective outlook

List your Cat & Class, Insurance Company, dates on job for the audit and Franchise assigned.Compare it with your file- Does it match? Is it explained?List your rooms by zone, sq ft affected, equipment placement.Compare it with the Estimate- Do you have pictures including source and front at a minimum?List all dates of service to dateCompare it with readings, notes and estimate- Does it align? Are issues explained?Review sketches and Moisture Content readingsDo they show water migration, % affected, readings for every area?Double check details tab for exceptions, estimate for irregularities and drying report for incomplete areas.

The short list of common problems

#1 Monitoring Report issues Documented in job diary notes

# 2 Summary Page of the Dry ReportProperly noted and explained issues

#3 Estimate and Dry Report affected area comparison- Can’t charge for more than affected.# 4 Estimate charges not aligning from equipment to missing walls to disallowed/missing charges#5 Pictures and Document pdf uploads missing/incorrect

Audit Sheet Explanation

Basic dataCompare page 1 vs audit file(found at the top of the page)

Zones, Equipment, Dates on Job

1.Check for Cat/Class

explanations2.Equipment exceptions

3.Dates no visit was performed

4. Dates for no HVAC

5. Gpp, etc notes6. Contact/Onsite

Gathering Data. Footnote anything missing.

Look for low/no grain dep, no HVAC and compare with job diary notes to confirm every room that was affected has moisture content readings. Evaluate removed materials.

Look at equipment charts. If all materials are at goal, we should not have equipment. If materials not at goal, do we still have equipment? Are materials making progress?

Evaluate job for pictures including front and source. Check those bulletins and tabs for additional photo requirements.

Make sure the setup, take down and monitoring dates and fees align with the Insurance bulletin and monitor report

Check your sketch for

equipment, monitoring

sites and water migration

Compare the equipment usage chart with the estimate. Get approval for days beyond 3 or 5 depending on insurance company.

Carefully review each tab for compliance

Leave notes for items that need to be reviewed and corrected ORPass on for the next stage of auditing.

Questions?