4 Steps to Achieving Positive Customer Claim Experiences

February 07, 2022 0 Comments

Claim reporting can be challenging for even the most seasoned Risk Management Teams, as each claim is unique. Insureds in the Construction Industry face large, multi-million-dollar claims that can take years to resolve. However, with a strong process and execution, the claim submission process can be constructive and beneficial for all parties. In a recent sit down with River Steenson, CRIS - Senior Construction Risk Engineer at AXA XL, he provides four steps to achieving positive customer claim experiences:

1.      Start the Insured/Carrier Collaboration as Soon as Possible

2.      The Carrier Should Provide Coaching and Feedback Throughout the Claims Process

3.      Maintain Continuous Dialogue Start to Finish – Nothing Should be Done in a Vacuum

4.      Get the Claim to the Finish Line

Start the Insured/Carrier Collaboration as Soon as Possible

            Collaboration is crucial when creating a successful claims experience, so the sooner an Insured engages with their Carrier, the better. River notes that when the Insured starts communicating with the Carrier in advance of a potential issue and before notice of a claim, it allows the Carrier to evaluate, and when necessary, triage the situation with the policyholder. This allows the Risk Engineers and Claim Managers to “collectively figure out where the risks are and provide support to the Insured so they can take critical action to mitigate the default from both a cost and schedule impact.” By collaborating with the Carrier as soon as possible, Insureds are more likely to mitigate their risk and achieve their ultimate goal - finishing the project on time and on budget – all of this made easier by quickly and collaboratively identifying the cost to cure the defect.

The Carrier Should Provide Coaching and Feedback Throughout the Claims Process

            Once the Insured and Carrier have engaged with one another on the claim, they must establish a strong working relationship utilizing transparent and direct communication. This includes constructive feedback and coaching from the Carrier to the insured, as the Carrier has significant experience that can significantly benefit the project team. Scheduling meetings and training sessions with an Insured’s risk management and project team, the Carrier can obtain vital project details and set document and claims expectations. In our sit-down with River, he states that Carrier feedback and coaching opens an “opportunity to identify all challenging issues on the claim early and get on the same page [with the Insured].” Through coaching and feedback, the Insured knows precisely what the Carrier wants and how they want it.

Maintain Continuous Dialogue from Start to Finish – Nothing Should be Done in a Vacuum

            Collaboration and communication between all parties involved should carry on throughout the claim.  Notable parties include the Contractor, Broker, Carrier, and Consultants (if used). As River states in the episode, “Each party plays a key role in making sure [everyone] sees the facts, nuances, and things to consider.” Continuous dialogue creates transparency as well as strong, trusting relationships. It is vital to resist working in silos as they are more likely to develop problems when expectations are not clear and directly communicated. It takes collaboration by all parties to make sure the claims experience goes smoothly and benefits all parties.

Get the Claim to the Finish Line

            Lastly, River discusses getting the claim to the finish line. River suggests that the Carrier and Insured should start the claims process with the end in mind –  a successful and agreeable claim resolution. By starting with the end goal, parties involved can be intentional with every meeting by keeping everyone on the same page, working towards an efficient way to close the claim. In addition, starting with the end in mind helps Carriers and Insureds pave a path towards resolution and lets them know what is expected along the way.

            Communication and collaboration are critical components to a positive claim experience. Direct dialogue creates clear expectations, allowing all parties involved to clearly understand what they need to do to reach a claim resolution. To learn more about achieving positive claims experiences, listen to our podcast with River Steenson, 4 Steps to Achieving Positive Customer Claim Experiences.


Connect with River on LinkedIn
Follow AXA XL on LinkedIn
Visit AXA XL on the web here 
Email River at river.steenson@axaxl.com
Connect with Peter Duggan 
Connect with Mike Diercksen 


Driving Company Success through the Utilization of BIM

February 07, 2022 0 Comments

Building Information Modeling (BIM) is a robust process serving as the foundation for digital transformation across the AEC industry. This three-dimensional data rich process helps project personnel create and manage data throughout the lifecycle of a construction project. As stated on Autodesk's website, BIM is revolutionizing how projects are delivered across industries, adding intelligence and efficiency to project execution – and connecting teams, data, and workflows at every stage of the project in the cloud for better project outcomes. We recently sat down with Dr. Nathan Blinn, VP of Construction & Strategic Innovation at Eagle Construction of VA, who has an extensive BIM background. He provides excellent insights into the realm of building technology and gives us three takeaways that will help companies drive success through the utilization of BIM: 

1. View BIM Management as a Multiplier, Not An Expense 

2. Don't do BIM in a Bubble 

3. And, Don't Overlook the "I" in BIM  

View BIM Management as a Multiplier, Not An Expense

             Mindset matters. If you go into a situation with a negative outlook, then the outcome will most likely be negative – and vice versa. Building Information Modeling can be negatively perceived as some view its application as another budgetary line item. However, when utilized correctly, this is not the case at all; it is a multiplier. According to Nathan, BIM is "something that has the opportunity to institutionalize knowledge and to help create opportunity as well as drive value. " This powerful technology can be a multiplying factor for the several sides of a construction project. For example, the Management team can use the data to make smarter decisions through improved comprehension of the overall project.


Additionally, with BIM utilization project control teams better understand their trade's scope of work and the trades have better information leading to improved project execution. In this way BIM can drive substantial value to various construction project components; however, Owners and GC's alike will have a more difficult time finding success with the wrong mindset and attitude. BIM is not a secret recipe that will fix all your problems. Utilized correctly, however, can be a dynamic tool to enhance and drive your building process, leading to informed decisions that drive positive results and create unique solutions through data. 


Don't do BIM in a Bubble 

             Building Information Modeling is a tool that communicates essential information to the teams involved in a construction project. Owners, architects, contractors, subcontractors, and other project personnel can use a BIM model to better understand the functional and physical features of a structure. However, as Dr. Nathan Blinn states, "if your trades, if the rest of your company, if your field teams are not on-board with you and cannot leverage the tool [BIM] that you are putting in front of them, then none of it matters." A company will fail to see success if it implements BIM in a bubble as a construction project is not a single-entity operation. BIM is most effective when leveraged across the different teams involved so valuable data is efficiently shared and addressed, allowing project personnel to make data driven decisions earlier and more effectively. 


Don't Overlook the "I" in BIM


             BIM is a tool, not a solution. Like a hammer or a screwdriver, BIM can be "wielded" correctly or incorrectly. When appropriately used, operational data is produced – this is the "information" part of Building Information Modeling. As previously mentioned, it is valuable when this data is communicated across the different levels of a construction project. In our sit down with Dr. Nathan Blinn, he explains that "when you have informed members of your team at all levels, you can understand what everyone is working on, as well as identify opportunities for improvement." The information component of BIM makes the tool powerful, so it must not be overlooked. It is the piece that can make or break a project's success. 


The utilization of BIM can occur by anyone in the industry, including Owners, insurance carriers, builders, architects, contractors, etc. With the right attitude and execution, companies can find great success through utilizing this technology. To learn more about driving company success through Building Information Modeling, listen to our podcast with Dr. Nathan Blinn, Driving Company Success through the Utilization of BIM. 


Connect with Nathan on LinkedIn
Follow Eagle Construction of VA on LinkedIn
Visit Eagle Construction of VA on the web here 
Email Nathan at nblinn@tecofva.com
Connect with Chris Epps
Connect with Mike Diercksen