Damage Prevention & Claims Recovery Streamlining the Damage Investigation Process

1. Chris Thome Rhino Marking and Protection Systems Damage Prevention & Claims RecoveryStreamlining the Damage Investigation Process

2. Goals of a Damage Investigation • Provide a written formal account of the incident • Provide detailed information for claims • Identify the root cause of the damage • Establish damage tracking and benchmarking

3. Desired Outcomes • Recover costs associated with the damage • Win all cases that are adjudicated • Provide actionable data for Damage Prevention programs • Identify violators for Public Awareness programs

4. Requirements • Commitment from management • Single responsible department to “own” the investigation • Create efficient and effective processes • Provide investigators the necessary tools

5. Commitment • Both input for, and results from the investigation can greatly affect multiple departments • Tools and training require an investment in time and money • Without commitment from upper management, the process owner will face hurdles and road blocks

6. Streamlining the Process • Reduce and/or eliminate paper • Create a single repository for all information related to the investigation • All investigations should be conducted in a consistent manner

7. Streamlining the Process • Follow the proper order for every investigation • Try to capture ticket information before leaving, or access ticket info offsite & migrate through shared technology • Begin by collecting “Perishable Data” • Investigators must be notified as soon as the repair crews

8. Perishable Data • Note the information that can be lost or obscured first • Condition of the marks • Photos of the scene • Contributing factors • Collect witness statements • Locators • Uninvolved Contractors • Bystanders • Document with photos using measuring devices, video, and audio recordings

9. Perishable Data • Document data with the same device used to collect the data • Include notes with all photos • Do not set up a process that allows people to “put it off until tomorrow” • Designate an investigator or employee not involved in the repair to record perishable data

10. Employing Technology • Invest in tablets and smart phones • Use drop downs instead of check boxes • Allow managers to track the progress of the investigation in real time

11. Reporting • Data gathered is used by multiple departments • Claims • Operations • Public Awareness/Damage Prevention • Fully digital files allow for reports to be run in minutes rather than days

12. Claims • Completed investigations transferred to claims instantly • Consistent format of the completed case file speeds up analysis • Thorough and efficient investigations help tell us when not to try to collect

13. Damage Prevention/Public Awareness • Identify locations or “hot spots” as they happen, not after • Note violators instantly and put mitigation plan in action • Collect usable data for RP 1162

14. Summary • Employ technology • Eliminate paper • Train and manage • Understand the impact to the organization as a whole

15. Chris Thome Damage Prevention Consultant Rhino Marking & Protection Systems cthome@rhinomarkers.com Damage Investigation & Claims RecoveryStreamlining the Damage Investigation Process