Made with FlowPaper - Flipbook Maker
Volume 2 – August 2018 THE Standard investing in advanced property restoration technology Page 6 using technology to deter insurance fraud Page 10 modern methods of construction Page 16Always By Your Side. We prevent, control and mitigate the eff ects of water, fi re and climate. www.polygongroup.co.uk Polygon needs YOU! For over 60 years Polygon has delivered best-in-class service in every conceivable environment. Our people are our key asset - having the right people in the right roles is vital, as is our philosophy and commitment to continuous improvement through training and development. This is why we are proud to carry the Platinum Investors in People (IIP) accreditation and have recently been shortlisted for the IIP Platinum Employer of the Year (250+ employees) 2018 award. We are now looking for Property Damage Restoration Technicians and Claims Handlers, who are empathetic, reliable and prepared to go the extra mile, to join our award-winning team. Property Damage Restoration Technicians – Nationwide • Delivering the highest possible standard of service, ensuring accurate and e cient assistance. • Making the right decision for the homeowner and the insurer, at the right time. To apply for any of these exciting roles, which includes an attractive salary including bonus and benefi ts, please send a CV and covering letter detailing your skills and experience to: Helen Coles, HR Administrator - helen.coles@polygongroup.com Claims Handlers – Huntingdon • Managing your own caseload whilst providing accurate and e cient assistance and maintaining high levels of customer satisfaction. • Exhibiting excellent communication skills with a fl exible, can-do attitude. Pssst... have you heard?03 CONTENTS Notes from the Chairman & Events Diary 05 Inside the Head of Jonathan Davison, our Strategic Development Director 06 Investing in Advanced Property Restoration Technology Commercial Loss 07 Opinions and Expertise from the Executive Board Residential Loss 08-09 Opinions and Expertise from the Executive Board The Standard Insight (Feature) 10-11 Using Technology to Deter Insurance Fraud Our Industry in Action (Case Study) 12-13 Hostel for the Homeless is Revived from Water Damage Learning & Development 14 The Importance of Continuous Skill Development The Benefits of BDMA Membership 15 Receiving Bespoke Training with a BDMA Membership Technology Feature 16-17 Modern Methods of Construction by Paul Redington - Zurich Insurance Guest Feature 18 Technology Developments in the Damage Restoration Industry by Neale Vickery - Corroventa Sponsor Showcase 19 Legend Brands Europe Guest Feature 20-21 A Collaborative Approach to Property Repairs by Lee Sadowski - Contractor Connection UK Member Showcase 22 Rainbow International Derbyshire New BDMA Members 23 BDMA Enquiries & Correspondence The BDMA, Harborough Innovation Centre, Wellington Way, Airfield Business Park, Market Harborough LE16 7WB Phone: 01858 414278 | Email: info@bdma.org.uk Website: www.bdma.org.uk Keep up with us on social media… @TheBDMA @TheBDMA BDMA (British Damage Management Association) DISCLAIMER: The BDMA accepts no responsibility for the views expressed by contributors within The Standard. Advertisements are accepted at the discretion of the editor and The BDMA and do not imply any endorsement of goods or services. Editorial Enquiries Olivia Miller olivia.miller@realia.co Advertising Sales Paul Williamson paul.williamson@realia.co Design & Production Realia Marketing paul.williamson@realia.co 01303 262101 The Standard is published quarterly by The British Damage Management Association. The Standard is written in collaboration with our members, showcasing industry thought leaders and success stories to the wider community. We are delighted to present the opportunity for our members to broadcast their expertise to the broader insurance industry by submitting opinion pieces and case studies for inclusion in The Standard. Please feel free to submit your content for consideration. Sponsorship The BDMA offers a number of sponsorship opportunities aimed at organisations wishing to promote their support for the Association. Find out more about becoming a sponsor by emailing info@bdma.org.uk or calling 01858 414278. Gold Sponsors Edge Equipment Hire Silver Sponsors Legend Brands Europe ServiceMaster Clean Bronze Sponsors CRL Fire & Flood Damage DBK Drymatic Humidity Response Ltd Ideal Group Response CleanSafe The Forshaw Group04 Raising Industry Standards The British Damage Management Association (BDMA) facilitates technical and corporate training, technical support and advice on standards and represents its members’ interests in the public, industry and commercial domains. Accreditation is at the heart of the BDMA’s structure and sets the standard of how professionals in damage management and related sectors can prove their competence and commitment to delivering industry best practice. Accredited Membership is achieved by examination and is open to all who work in this field. Associate Membership is available to those with an interest in damage management who do not qualify for accreditation. Corporate Associate Membership status is open to any organisation wishing to show support for the BDMA and the damage management industry. Corporate Accredited Membership is available to organisations who meet strict criteria and have a specific percentage of staff who are Accredited Individual Members, in the relevant categories. Online learning Our online learning resource, The BDMA e-Academy, can be accessed via the new BDMA Learning Management Portal. Members can download a Course Catalogue at: www.bdma.org.uk/bdma-lmp Upcoming training courses in 2018 4 th -5 th September – Market Harborough Core Damage Management – Technician 25 th September – Market Harborough Core Damage Management – Senior Technician (Refresher) 26 th -27 th September – Market Harborough Key Elements of Damage Management for Insurers and Loss Adjusters 21 st -22 nd November – Market Harborough Core Damage Management – Technician Our structured training courses can also be delivered in-house along with bespoke training designed to meet your requirements and schedule. www.bdma.org.uk/training-and-education Directors Simon Ford (Chairman) chairman@bdma.org.uk Adrian Jolly John Thompson Mike Waterfield 01858 414278 Emails to: info@bdma.org.uk unless otherwise stated. Strategic Development Director Jonathan Davison strategicdevelopment@bdma.org.uk 01858 414278 Executive Committee Members & Constituencies Greg French DM Practitioners (Commercial) commercial@bdma.org.uk Phil McVay Claims Practitioners claimspract@bdma.org.uk James Parsons Insurance Technicians instechs@bdma.org.uk Kathryn Rodgers Specialists specialists@bdma.org.uk Support Personnel BDMA Administration Sophie Bennett Office Manager info@bdma.org.uk 01858 414278 Marketing Paul Williamson Realia Marketing paul.williamson@realia.co 01303 262101 Through partnership working and involvement in industry wide initiatives, the BDMA executive is also informed by the Association’s relationship with The Association of British Insurers (ABI) and the Chartered Institute of Loss Adjusters (CILA). The BDMA Executive from April 2018 ® Creatively yours www.realia.co What do you want from your marketing agency? Creatively yours, without compromise. Quality Agility Intelligence Value Insurance industry expertise I want it all! P05 Welcome to the second edition of The Standard, the quarterly magazine from the British Damage Management Association (BDMA). Thank you to all those who were involved in the launch of the first edition and we really appreciate all of your positive feedback! Since our last edition, we know your businesses have continued to provide an excellent service, which is great to hear as our industry continues to thrive and further progress. In connection with exciting progression, the overarching theme for our August edition is technology. We are looking into how technology affects the wider insurance industry, exploring current trends, challenges and what the future may hold. As I mentioned in the last edition, we are always happy to receive opinion pieces and case studies from our members and others, to be considered for future editions of The Standard, or the BDMA website. We hope you enjoy this edition, let us know your thoughts! Simon Ford, Chairman, BDMA. Notes from the Chairman Upcoming Industry Events The Flood Expo, NEC Birmingham 12 th -13 th September 2018 www.thefloodexpo.co.uk BRE Fire Research Conference, BRE Watford 18 th September 2018 www.bre.co.uk/events.jsp CILA Conference 2018, Nottingham Belfry 20 th September 2018 www.cila.co.uk/cila/events Claims Club Summit, London 27 th September 2018 www.postonline.co.uk/events CILA Lunch 2018, Intercontinental Hotel London 12 th October 2018 www.cila.co.uk/cila/events BCI World 2018, Novotel London West 6 th -7 th November 2018 www.thebci.org I Love Claims – Home Claims Conference 2018, Ricoh Arena, Coventry 14 th November 2018 www.iloveclaims.com Restoration and conservation of artwork and antiques FIRE, FLOOD AND ACCIDENTAL DAMAGE RESTORED •Operating nationwide •PACR and ICON accredited conservators •Conservation reports produced Telephone: 01228 915 231 info@fineart-restoration.co.uk www.fineart-restoration.co.uk FOLLOW US AT /fineartrestore @fineartrestore06 inside the head inside the head Twenty years ago, who would have thought that automated technology and artificial intelligence would have become the norm? Today, these technologies have become an evolving revolution in both residential and commercial property claims, and we see just as much investment being made to restoration equipment. We are seeing technology being used more and more to benefit insurers, for example, to analyse data and mitigate claim risks. Yet, many claims are still inevitable or out of the control of the insurer and so we cannot forget about the attention that should be paid to the ongoing technological advances in damage management related equipment and restoration methodologies, as this will continue to have a huge impact on the claim life cycle, costs and policyholder experience. What is the benefit of advanced restoration equipment? Property damage restoration has progressed in recent years. With new opportunities to develop faster, more efficient equipment, companies have been expanding their capabilities. Along with benefits to restoration companies’ business potential and operation, such as better in-house efficiencies, advanced equipment presents a vast range of positive attributes for customers and policyholders. There may be higher costs associated with choosing to work with companies who use advanced technology, but it can be more claim cost-effective in the long run, making a world of difference to insurers and policyholders. Taking water drying equipment as an example, when the drying process is quicker the overall claim life cycle is likely to be shorter. There is a faster resolution to the claim, with less labour and building reinstatement costs, and likely lower alternative accommodation costs for insurers and work providers. We can improve the policyholders’ customer experiences, prevent the escalation of the problem and arguably reduce probabilities of future issues arising from the claim cause. As a result, policyholders are inclined to hold their insurer in higher regard if they knowingly work with and invest in restoration providers who can provide better certainty of claim outcomes. Insurance companies should actively look to restoration companies who are utilising advanced technology and upskilling their technicians. Technicians need just as much investment As we know, advanced technology has very little effect unless technicians are rightly trained to use it. After all, the success of a project ultimately begins and ends with the expertise of the technician. With constant improvement needed to raise industry standards, upskilling is critical, and the use of advanced equipment adds another dimension to this. Therefore, when insurers invest in companies who utilise advanced technology, they are also investing in the expertise of its employees. The intelligence and specialist skill of technicians makes a complete difference to the outcome of a claim. For example, skilled technicians will make much better decisions on-site. This really adds value to the supply chain. An investment in technology and skilled personnel is invaluable. Whilst it may come at a cost, making the investments now will reap its rewards in years to come. Insurers can expect to have enhanced confidence that standards are higher than ever and being managed. This builds trust amongst service users and excels damage management business reputation, which we all know is critical in a regulated industry. Jonathan Davison (Strategic Development Director of the BDMA) Investing in advanced property restoration technology 07 COMMERCIAL LOSS What technology trends are there in commercial claims right now? Greg French: •There have been advances in the amount of technology we use during the initial investigation of contamination. Instead of solely relying on electronic meters to measure moisture, we are now looking at how far moisture is penetrating the building material in question. We are able to carry out gravimetric analyses of wet materials to determine moisture content and obtain quantitative data. Samples can be drilled out and weighed on-site – leading to a quicker and more accurate insight. Meanwhile, using infrared readers allows us to see where moisture may be trapped or if rising damp is present. Technicians are now quantifying salts contamination, taking chloride and nitrate measurements using ion chromatography from floor level all the way up walls – which means that we can see whether a damp problem may have been present prior to flood damage which is critical insight to provide a solution. •Technology is also transforming how we look at the nature of smoke contamination. When it comes to understanding the composition of smoke deposits, we can now look to quantitative scanning electron microscopy to analyse smoke deposits and their chemical make-up. This allows us to understand what is in the contamination, how different materials may be affected, and determine the best restoration methods for the job. •Technology is providing us with more scientific data and a better understanding of the nature of the damage, allowing damage management professionals to be better prepared before the restoration work commences. Additionally, it is improving our risk management. With access to drones we are now able to fly into damaged buildings and record and transmit video footage from damage scenes very early on without having to risk people entering the building. Using laser scanning techniques, 3D models of damaged buildings and equipment can be built-up to evaluate for structural movement and distortion. John Thompson: •Air quality technology has been developing well, alongside advanced drying and cleaning equipment. Manufacturers have been focusing their attention on developing more eco-friendly equipment – with a good power balance vs input, to provide contractors and customers with better solutions. •Large volume drying equipment technology is suitable, but we are yet to see advances for it to run on a more suitable power supply, e.g. three-phase electric power. Manufacturers would do well to consider making these larger commitments, with availability on big construction sites low. •It’s also important to note that while technology is advancing, traditional restoration equipment is still good - especially for older buildings requiring wood drying, for example. We mustn’t forget that old works just as well as new! How do you see industry technology progressing in the next five years? Greg French: •Decontamination technology is due a revolution. As an industry we are still heavily reliant on manual labour for detailed hand cleaning and restoration of structures, machinery and equipment, especially as it is expensive to use alternative methods such as dry ice blasting etc. We have seen more sophisticated mobile working platforms introduced to allow technicians into smaller trickier cleaning spots, but there is still a lot of intensive labour required. Therefore, I think we are going to see the introduction of more ‘automation’ in the future, with newer, more mechanical methods for removing smoke from walls, possibly controlled by drones as an example. John Thompson: •We have come a long way with equipment and programming technology, which is good for both technical and run of the mill work. Yet, we must be conscious of new technology pricing itself out of use, with higher costs being a current barrier to some companies adopting it. •It would be great to see a drive in the production of equipment which will require less energy to complete projects. It would be a really positive move to see more joined-up thinking between manufacturers and other industry professionals to develop products which work specifically to required parameters. This way a standard would be set across the industry. •We have seen progress with thermal camera lenses. Will we see handheld devices for moisture detection? This would be invaluable for detecting exact moisture measurement for building drying, in the same ways that grain farmers do. commercial loss OPINIONS AND EXPERTISE FROM THE BDMA EXECUTIVE BOARD Greg FrenchJohn Thompson08 RESIDENTIAL LOSS residential loss What technology trends are there in residential claims right now? Mike Waterfield: •Manufacturers continue to produce traditional equipment that is more electrically efficient and carbon friendly, whilst also improving output as well as keeping manual handling issues to a minimum. There is very little that is truly new when it comes to drying properties. The same principles will always apply: removing standing water; then controlling airflow, temperature, vapour pressure and evaporation. •The use of remote monitoring is also gaining favour with some, although not all insurers wish to pay for the benefits. This is likely due to a lack of understanding of the benefits involved. •The key to improving drying times is probably more to do with removing blockers that cause delay. For example, issues such as waiting for results from sampling or waiting for a third party to carry out work. Furthermore, one of the biggest delays is when there is a failure of communication between all parties concerning moving the claim forward. More dedication is needed to improve the collaboration between all parties. James Parsons: •Insurers across the industry are looking to embrace digital solutions for their claim processing. Use of a digital platform must have robust decision engines that determine the right path for all the claim types in a household insurance policy. Live streaming and chat bots that can personalise an automated system guiding a customer along the claim path are the direction that claims handling is moving into, finding a place alongside the existing telephony channel. Meanwhile, the management of fraud needs to slot seamlessly into any automated claims validation process. •In the damage restoration sector, digital technology is in use to target reduction in operating costs. Remote monitoring will become more prevalent for this, using a customer’s Wi-Fi to report back how drying is performing. OPINIONS AND EXPERTISE FROM THE BDMA EXECUTIVE BOARD Mike WaterfieldJames Parsons The BDMA can help you find your ideal candidate and achieve your hiring goals across the wider insurance industry. The recruitment section of the BDMA website is designed to support those in the damage management and associated industries by showcasing available job opportunities. RECRUITMENT Contact info@bdma.org.uk to find out how you can advertise via the BDMA website. Take a look at current vacancies by visiting: www.bdma.org.uk/recruitment09 RESIDENTIAL LOSS residential loss How do you see industry technology progressing in the next five years? Mike Waterfield: •The ‘Internet of Things’ (IoT) will start to have a greater impact as internet-based applications to support claims management or even preventive action will start to become more common – particularly on high net worth and commercial properties. •As we see more research carried out in the field of mould growth resulting from water damage, the industry will be better placed to determine when and how to respond correctly. Techniques for remediation and chemicals to support this will also be improved. •I believe that the benefits of training, education and accreditation will become more high profile, and this is certainly within the aims of the BDMA’s work with the industry. •Claims volumes other than those associated with flood/heavy rainfall events will continue to fall and competition within the Damage Management sector will continue to be more competitive with fewer national organisations remaining. James Parsons: •The claims service of tomorrow has to offer claims routing that best fits the customer’s needs. Does the field-based adjuster of the future now sit at a desk looking at live streamed images of a loss and give guidance? Or, will customers still crave the personal face-to-face meetings? •Will drone usage increase? Does it really offer benefit over conventional photos from ground level? – I am still undecided, but I do find the drone images fascinating in offering a different perspective. •Self-service via a mobile app will appeal to customers, where they can steer their own settlement path. We will see more remote mobile technology used to suit the customer. •Remote monitoring will move into the mainstream for drying contractors, with abilities to turn equipment on and off, from off-site. •Time and materials will become easier to evidence, for example, how long was the technician on-site? How long was his journey, and how long was drying kit on-site for? A digital footprint across all claims that allows live updates and links into billing technology will bring more automation to the process. A cloud-based process feels like the future. REGISTER FOR FREE TICKETS ONLINE! WWW.THEFLOODEXPO.CO.UK OR CALL 08000 68 69 70 SUPPORTED BY:SPONSORED BY: FLOOD EXPO THE WORLD’S LARGEST FLOOD EXHIBITION & CONFERENCE @TheFloodExpo #FloodExpo 12 & 13 SEPT 2018 NEC BIRMINGHAM 200 EXHIBITORS IN FLOODING 100 EXPERT-LED SEMINARS LIVE DEMOS DURING THE DAYNext >