CLAIM CREATIVITY
By: Laura Pung, Trina Morgan, Mark & Mimi
Magdolen
Who Are We?
Laura Pung, Claims Manager
 Wheaton|Bekins
Trina Morgan, National Account Adjuster
 Wheaton|Bekins
Mark Magdolen, Repair Firm
 Weathersby
Guild, San Antonio-Austin
Mimi Magdolen, Repair Firm
 Weathersby
Guild, San Antonio-Austin
Claims Terminology
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Allowance
Negligence
Valuation
Settlement
Denial
Liability
Pre-existing damage
Mold/Mildew
Repair Cost
Inspection
Repair Firm
Water Damage
Total Loss
Missing
Catastrophic
Notations
High Value
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Driver
Agent Customer
Dispute
Inherent Vice
Restore
Refinish
Deductible
Full Replacement
Standard Liability
Arbitration
Bill of Lading
Inventory
Loss of Value
DPS
Exceptions
Carton Damage
Storage
What is an allowance?
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Replacement allowances:
When is it appropriate to make an allowance?
 What if there is no information to begin research?
 What tools can we use to generate an allowance?
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Cosmetic/Appearance Allowance:
Are adjusters using this type of allowance? Why?
 How do you determine proper amounts?
 When is it appropriate for a repair firm to suggest an
appearance allowance?
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How do they determine these amounts?
Settlement Letters
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What format are you using?
 Do
you provide a breakdown?
 Do you detail your basis for acceptance/denial?
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How are you sending them?
 Mail
 Electronically
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Are you sending releases or checks?
 How
do you determine when one is a better option than
the other?
Resources
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http://www.si.edu/mci/english/learn_more/taking_
care/biodetwood.html
http://www.businessdictionary.com/definition/inher
ent-vice.html
http://www.angieslist.com/articles/whatsdifference-between-furniture-restoration-andrefinishing.htm
Apply Your Knowledge
Is the below photo the result of carrier
mishandling? What do you believe is the
cause of this damage? Would you accept
liability for this item?
Is the above photo the result of carrier
mishandling? Does this item appear to
have suffered an impact? Would you
accept liability for this item?
Apply Your Knowledge
Is this transit related damage pictured
below? What makes you think yes/no?
Any idea how this might have occurred?
Does this appear to be transit related? Why
would you decline this item? How would you
phrase your denial to the customer?
How Can Repair Firms Help?
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Re-fabrication of parts (i.e,- legs, spindles, finials,
knobs, etc.)
Upholstery repairs
Property damage repairs
Obtain Replacement Parts
3rd Party communication
For Further Mentoring…
Please take a card, and leave a card