Managing claims best practices | 2-10 HBW
0 likes1,112 views
The document outlines best practices for managing claims in the home building business, emphasizing the importance of customer satisfaction, reputation, and risk reduction. It covers quality control when hiring key professionals such as architects and engineers, as well as the necessity of having consistent claims handling processes. Additionally, it stresses the importance of setting expectations and maintaining proactive communication with homeowners regarding their post-build concerns.
Managing claims best practices | 2-10 HBW
- 1. Managing Claims Best Practices The key to preventing and managing claims for your home building business. LONG LIVE HAPPY HOMES® By: Alison Short Executive Vice President of New Home Division 2-10 Home Buyers Warranty®
- 2. Why managing claims is important • Customer satisfaction • Reputation • Arbitration 4Reduces your risk of going to court • Saves money 4Court costs and lawyer fees can get expensive • Put focus back on fixing the issue and avoids escalation of disputes
- 3. Stop them before they happen #1 Quality control #2 Have a process in place
- 4. #1 Quality Control When hiring design professionals, consider the following: • Expertise in residential construction • Check references • Interview – does their working style match yours? • Look at other jobs they’ve worked on • Tell them what you expect • Listen to their recommendations Land Planner/ Civil Engineer Architect Geotechnical Engineer Structural Engineer
- 5. #1 Quality Control When hiring a Land Planner/Civil Engineer, consider the following: • Must understand issues that impact the project • Must be familiar with all land use, wetland and environmental laws • May assist with feasibility studies • May be required to complete environmental impact studies • May assist in rezoning, as necessary
- 6. #1 Quality Control When hiring an Architect, consider the following: • Make sure they understand your needs and expectations • Explore different solutions during conceptional design stage • Select the most promising concepts to develop • Must be buildable (i.e. Translate well from blueprint to actual construction) and cost-effective • Construction drawings should include detailed floor plans and elevations (with notes), specifications, framing and electrical plans • Review plans with mechanical trades prior to construction release
- 7. #1 Quality Control When hiring a Geotechnical Engineer, consider the following: • Oversees placement of all fill soils used to support foundation elements • Performs soil testing on lots with fill or suspected fill soils • Critical in areas where expansive, active or other unstable soil conditions exist • Determines boring depths and spacing • Provides sufficient detail and recommendations for the structural engineer • Builder should retain documentation of all work performed
- 8. #1 Quality Control When hiring a Structural Engineer, consider the following: • Responsible for foundation design in areas with expansive, active or other unstable soil conditions • Designs all post-tensioned slabs-on-ground, pier and grade beam and deep pile foundations • Inspects critical phases of construction, such as engineered foundation pre-pour or pile driving operations • Prepares detailed structural plans for multi-family or complex structures • Engineers shear walls to withstand seismic and wind loads • Understands budget constraints, including costs of materials and labor to complete project
- 9. #2 Have processes in place CONSISTENT CLAIMS HANDLING Handle each claim the same way to avoid a homeowner claiming the builder was biased. For example, repairing one homeowner’s defect, but not repairing another homeowner’s issue who has the same defect.
- 10. #2 Have processes in place SET EXPECTATIONS WITH HOME BUYERS It’s also important to let your buyers know the ins and outs of their new home, post-build. If something goes wrong or they have concerns, who should they call? How do they submit a formal complaint?
- 11. Proactive communication Be open and actively listen to the homeowner’s complaints Be considerate to the homeowner by maintaining goodwill and building trust Convey information in terms the homeowner will understand
- 12. Learn about the products 2-10 Home Buyers Warranty® offers, visit 2-10.com. LONG LIVE HAPPY HOMES®