HSG|CodeBlue FAQ
General Company Questions
What is unique about your call center ?
Auto Claim Questions
What is unique about your auto glass contractor network?
Please explain the FNOL program?
What is the turnaround time of payment to the glass shops?
Are all calls to your Call Center recorded?
How are you related to Harmon Auto Glass?
Property Claim Questions
How do you select the mitigation contractor?
Doesn’t carpet and pad need to be replaced when it gets wet?
Does drywall/sheetrock have to be replaced when it gets wet?
If a water loss claim is reported afterhours can we wait to assign it until the next day?
I'm confused by the new technology used in drying structures and contents, what works and what doesn't?
What standards do you use with CodeBlue water mitigation?
Which insurance carriers does CodeBlue manage water claims for?
Is it really free to join the CodeBlue contractor network? Where’s the catch?
Is CodeBlue a lead source/lead generating company?
How soon are contractors paid after completion of a CodeBlue claim?
What is unique about your call center ?
“Customer Intimacy” programs. When you select us as your provider, we provide a “customer intimacy” program that gives each of our service advisors a strong attachment to your book of business and educates them about your culture and unique needs that you might have. Our client portfolio includes carriers with very different books of business. The reason we have earned their business is because we create custom programs enhanced by our own dedication to creating a different and superior experience for your customers.
What is unique about your auto glass contractor network?
HSG employs a unique algorithm for shop assignment. We always honor policyholder preference, but when we receive a claim where a policyholder has not expressed a preference for a particular shop, shop selection is done based on criteria of service and performance. Shop location, service area, policyholder feedback, successful invoice audits, economic performance, speed-to-service and a host of other critical factors place great shops at the top of our shop selection process. Factors like molding utilization, AGRSS certification, part usage, conversion of qualified repairs and invoice accuracy… factors typically not used by other providers… are part of our algorithm. This measurement and ranking process creates a “virtuous cycle” to insure your policyholders are served by the best possible shop and that great shops get your work
Please explain the FNOL program?
HSG has representatives that are thoroughly trained on managing First Notice of Loss claims. We serve as an extension of our clients by customizing our scripts for a seamless policyholder experience, and ask the appropriate questions for a first reported loss. Due to the advanced technology of our claim management system, if a claim meets the criteria for a possible emergency situation, a notification is sent to our Supervisor Team to alert them of a possible escalated claim. At that time they will review and follow the provided protocol to escalate the claim.
What is the turnaround time of payment to the glass shops?
HSG will generally release payments to the shop within 48 to 72 hours from receipt of funds from the insurance company.
Are all calls to your Call Center recorded?
Yes. HSG records all inbound and outbound calls.
How are you related to Harmon Auto Glass?
HSG has absolutely no current affiliation with Harmon Auto Glass.
How do you select the mitigation contractor?
The CodeBlue contractor is selected automatically by our patented system so that the most capable and knowledgeable contractor is selected for every zip code in the U.S., regardless of their affiliations. Contractors are selected by their response times, ability to utilize the latest technology and science of drying, adherence to industry standards, and their customer service.
Doesn’t carpet and pad need to be replaced when it gets wet?
Actually, if carpet and cushion (pad) is saturated with clean water (category 1) and a qualified contractor responds promptly with utilization of specialty extraction tools and proper drying techniques the carpet and cushion dry quickly with no ill effects! A study was performed (Carpet Laminate Strength) in 2002 at Shaw Manufacturers (largest carpet manufacturer in the world) that proved that if properly extracted and dried that it doesn’t hurt carpet to get wet and it may even strengthen the adhesive backings - “Based on the samples tested at the 48 hour interval, it would appear that the longer carpet dries, the stronger the adhesive becomes - even to the point that it exceeds the original dry sample strength.”
Does drywall/sheetrock have to be replaced when it gets wet?
Drywall/sheetrock dries readily if the proper drying techniques are utilized. As long as there is not a vapor barrier blocking the moisture and the water loss is category 1 (clean water source that has been responded to within 48 hours), typically it can be restored to pre-loss conditions with no loss of structural integrity.
If a water loss claim is reported afterhours can we wait to assign it until the next day?
No. Minutes Count! The longer water sets on materials the more chance for them to lose structural integrity or for microorganisms and bacteria to grow. It is essential a water damage restoration certified contractor responds as quickly as possible to begin the mitigation process. Delayed Response and Unnecessary Demolition are the main reasons why there is a 70%+ average of water loss claims in the U.S. that require reconstruction services, dramatically affecting severity!
I'm confused by the new technology used in drying structures and contents, what works and what doesn't?
CodeBlue follows the IICRC S500 Standards for water damage restoration and floods the CodeBlue Structural Drying Laboratory (flood house) regularly to train insurance professionals and test the latest equipment and technology. This course is IICRC approved and simulates a real residential water loss claim that has flooded a home with over 1500 gallons of water! CodeBlue’s Advanced Water Damage Restoration Course teaches trainees about all the new technology in the water damage mitigation industry and actually let’s them get to use the equipment themselves. The course looks at In-Place Drying (Applied Structural Drying) and Heat Drying and what works best in each situation. For more information call 715-830-6109.
What standards do you use with CodeBlue water mitigation?
The IICRC S500 standards.
Which insurance carriers does CodeBlue manage water claims for?
CodeBlue manages water damage claims for insurance carriers nationwide, but due to confidentiality reasons it is our policy not to disclose their names. The focus should be providing superior customer service for every policyholder with the understanding that the better your performance the more opportunities you will receive from a variety of insurance carriers.
Is it really free to join the CodeBlue contractor network? Where’s the catch?
CodeBlue has an “open” network of contractors that judges you not by the color or name on your truck, but by how capable you are at drying structures and contents quickly without unnecessary demolition and replacement. CodeBlue ensures that the industry standards (IICRC S500) are upheld and that the focus is on restore rather than replace. The most qualified contractor is selected every time by evaluating their response times, capabilities, utilization of the newest drying technology, adherence to the IICRC S500, and their customer service. The better the performance, the more referrals that are generated for the contractor. CodeBlue is paid a fee by our client.
Is CodeBlue a lead source/lead generating company?
No. CodeBlue serves as a Third Party Administrator (TPA) managing insurance claims on behalf of insurance carriers from First Notice of Loss through completion (including paying contractors directly for their services). CodeBlue refers water damage restoration work to our network contractors according to their response times, capabilities, utilization of the newest drying technology, adherence to the IICRC S500 Standards, and their customer service.
How soon are contractors paid after completion of a CodeBlue claim?
If set-up on electronic deposit, contractors are typically paid within 15 days of the EMS invoice being accepted by the CodeBlue representative. CodeBlue pays contractors direct and contractors don’t have to worry about policyholder or mortgage company endorsements.
|