2. Presented by:
Robbie Hubball
Gary Woodcock Big enough to deliver| small enough to care
Introductions
Index
Complete Turn Key Solutions
 Current claims process
 Blyth Group claims process
 Blyth Group service
 Service Level Agreement
 Benefits and Value
 Delivery
 Case studies (6)
 The way forward

3. Insurance
Drying Company Building Company
Policyholder
No Communication
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Current Claims Process
Poor Communication

4.  “Cradle-to-Grave” claims running at increased levels (days)
 Average price per claim increased due to time delays.....drying times, strip out works
 Policyholder meeting several contractors......in some cases four/five different suppliers
 Drying Companies and Builders having “no communication/ joint problem solving
 Current suppliers involved on an insurance claim:-
 Loss Adjuster (Internal or external source)
 Drying Company (Dehumidification)
 Building Company (Strip-out, Re-instatement works)
 Floor Contractor (New carpet and contents restoration)
 Asbestos Testing and Removal (Testing and Removal to HSE guidelines)
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Current Claims Process
Continued ..

5. Policyholder
Aim:- Reduce “cradle-to-grave”
claim time and provide a one
contact service for the
customer
Insurance/Claim Manager
Site visit, works started
Dedicated key contact
personnel, via
telephone contact,
email etc.
Authorisation to commence
required works
Claim complete
Works already in place
to mitigate loss and
reducing claim time
frame
Works being carried
out by one contractor
to speed up claim
process
Claim complete,
reduced claim time,
and one invoice
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Our Claims Process
Complete Turn Key Solution

6.  “Cradle-to-Grave” time frame reduced due to one contractor overseeing claim.
 Average price per claim reduced, no hidden sub-contractor costs/mark up.
 Policyholder having a “single point of contact” for issues with the claim.
 No “days without work on-site” as part drying certificates issued.
 One supplier involved on an insurance claim:-
 Blyth Group:- “Turn Key Solution.”
 Lower invoice value of average claim.
 Significantly reduced “cradle-to-grave time frames.
 Higher Customer retention levels due to this service.
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Our Claims Process
Continued …

7. Big enough to deliver| small enough to care
Our Service
Customer Centric
 Full Project Management of Domestic and Commercial Claims (Fire, Flood, Accidental damage)
 Specialist Fire and Flood Damage Mitigation Services.
 24hours 365 days a year “Emergency” Call out Services.
 Claim Validation and Repudiation/Fraud Investigation
 Leak Detection and Thermography (Roof Inspections, Trace and Access)
 Full Domestic and Commercial Contents Replacement/Restoration
 Full re-instatement works to Domestic and Commercial Customers.
 Moisture Surveys and Reports.
 Speed/Force Dehumidification Services.

8. Claim Type:
Accidental Damage / E.O.W / Storm
Stage Value Life Cycle
1. £500 - £5000 30 Working Days (Point of Approval)
2. £5000 - £15000 35 Working Days (Point of Approval)
3. £15000 - £25000 45 Working Days (Point of Approval)
4. £25000 Upwards CDM Requirements Job Specific
Claim Type:
Fire Claim Damage
Stage Value Life Cycle
1. £500 - £5000 35 Working Days (Point of Approval)
2. £5000 - £15000 40 Working Days (Point of Approval)
3. £15000 - £25000 50 Working Days (Point of Approval)
4. £25000 Upwards CDM Requirements Job Specific
Note:- At present one insurance company is running at 55-60 days for an average claim of £2000 using their current supply management process.
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Service Level Agreement
From point of approval

9. Actions:- SLA Indicators-Non Emergency SLA Indicators-Emergency
Initial contact 2 Hours 2hrs
Survey Visit 48 Hours 4hrs
Report & Estimate 48 Hours 24hrs
Commencement of Strip out Works 5 Working Days 3 Working Days
Commencement of Reinstatement Works 10 Working Days 5 Working Days
This then links into the previous tables regarding WIP
Main contacts:
Office 8.00 am to 5.00 pm Monday to Friday: telephone | 01902-745-362
24 Hour contact:
gary.woodcock@blythgroup.com mobile | 07581-376-920
robbie@blythgroup.com Mobile | 07813-204-579
Note:- Once new instruction has been received following site visit, emergency works will be carried out to mitigate loss and prevent secondary term damage.
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Service Level Agreement
Continued …

10. The complete turn key solution!
 Over 25 years partnership experience with Industry qualifications
 All Claims and Property Services as one provider
 No delays
 Fixed pricing structure
 Customer satisfaction and peace of mind guaranteed
 Consistency
 No conflicting interests
 Audit transparency
 Accountability
 Local yet providing regional coverage.
“You can just leave it to us!”
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Benefits and Value
Brand

11. Our priority is to return the affected property to its pre-incident condition as quickly as possible, efficiently, effectively and with
the least disruption for the customer; minimizing secondary damage.
We constantly monitor customer satisfaction in order to analyze the feedback and check if we are achieving our “Vision”. We
continuously look to proactively improve our processes and the quality of our service delivery, to develop ‘market leader’ status.
We manage each case whatever the size sympathetically and individually. Awarding the personal touch during what can be a
most traumatic event, this sets us apart and delivers you; policy retention, customer satisfaction and opportunity to increase your
customer base.
We believe this will reduce claim value and increase policy renewal.
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Delivery and Re-assurance
Our vision

12. Summary
We received an instruction from a UK leading insurance company, following conversation with the loss adjuster he advised that
the claim had been on going for four months and requested we visited and advised how he could rectify the problem.
Information provided
2nd March | Claim registered, E.O.W from pipe causing water damage to kitchen and rear bathroom.
14th March | Drying company visited and installed 1x Dehumifider and 1x Airmover
Builder visited and carried out strip-out works at the request of the drying company
9th May | Drying certificate issued declaring property dry.
May | Builder started re-instatement and stopped worked due to visible moisture on plaster.
16th June | Drying company re-visits and confirms further drying required as in-correct drying programme.
20th July | New Drying certificate issued, with exclusions as drying company advised that roof was leaking causing high moisture readings.
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Case Study

13. Our involvement
Following receiving the instruction we visited the property and carried out a full moisture survey, along with thermography to
complete a full report. Our findings confirmed that leak had caused damage to the Damp proof coursing and the roof was
not affecting the claim or drying certificate.
Works carried out
23rd August | Installed drying equipment on day of inspection to “speed dry” property (mitigate any further loss in time to the claim)
24th August | full scope and cost sent to Loss Adjuster (authorisation received that afternoon)
31st August | Completed moisture visit & declared property dry with in-depth Relative Humidity readings
(in-line with PAS 64, BDMA and British Standard Guidelines)
1st September | Re-instatement works commenced.
11th September | Full works completed and invoiced.
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Case Study

14. Due to the current claims process the loss adjuster had to pay for temporary accommodation for three months, when this work
was not required due to incorrect drying programme and misdiagnosis of the claim
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Case Study
Moisture Map

15. Summary
We received an instruction from a UK leading insurance company loss adjuster, following conversation with the loss adjuster he
advised that the claim had been on going for 12 months and requested we visited and advised how he could rectify the
problem.
Information provided
14th October 2012 | Claim registered
December 2012 | Drying company visited and installed refrigerant dehumidifiers in Builder visited and carried out strip-out works at the
request of the drying company,
20th January 2013 | Drying company declared property dry and drying certificate issued 2013.
24th March 2013 | reinstatement works commenced and finished Mid-April 2013.
October 2013 | Policyholder contacted loss adjuster in to inform solid oak flooring was lifting.
27th October 2013 | Building contractor re-visits and uplifts flooring at request of loss adjuster
5th November 2013 | Drying company re-visits and says property is dry, and damage not related to them.
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Case Study

16. Our involvement
Following receiving the instruction we visited the property and carried out a full moisture survey, along with thermography to
complete a full report. Our findings/readings confirmed that the concrete foundation had not been dried correctly following
the flash flood. We completed in-depth RH (Relative Humidity) readings to the floor to confirm our findings
Works carried out
7th November | Installed drying equipment on day of inspection to “speed dry” property, desiccant dehumidifiers and turbo air movers.
14th November | moisture visit, check levels and inform @5days further drying
19th November | moisture visit, humidity readings (in-line with PAS 64, BDMA and British Standard Guidelines) Property declared dry.
20th November | New solid oak flooring installed to acclimatise for 14 days.
4th December | re-instatement work started.
19th December | Full works completed and invoiced.
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Case Study

17. This claim had to be resolved before Christmas, policyholder threatened legal action if not resolved before this time. Our claims process completed
this work in the required time scale. Due to misdiagnosis of claim, insurance company claimed cost back from drying company at £7000 +VAT.
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Case Study

18. Agree priority
objectives
Trial a mixture of
claims to test all
services available
Measure
performance
Customer
feedback
Claims cycle times
Invoicing against
pricing structure
Auditing of claims
Agree increased
job volume
Re-evaluate
objectives
Set review
schedule
Lessons Learned
Analyse &
Control
Continuous
Improvement
Now
3
Months
6-9
Months
The Partnership to deliver
your Turn Key Solution
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The Way Forward
With Blyth Group

19. Thank you – Questions Please