Chris ThomeRhino Marking and Protection Systems

Damage Prevention & Claims Recovery Streamlining the Damage Investigation Process

Goals of a Damage Investigation

• Provide a written formal account of the incident

• Provide detailed information for claims

• Identify the root cause of the damage

• Establish damage tracking and benchmarking

Desired Outcomes

• Recover costs associated with the damage

• Win all cases that are adjudicated

• Provide actionable data for Damage Prevention programs

• Identify violators for Public Awareness programs

Requirements

• Commitment from management

• Single responsible department to “own” the investigation

• Create efficient and effective processes

• Provide investigators the necessary tools

Commitment

• Both input for, and results from the investigation can greatly affect multiple departments

• Tools and training require an investment in time and money

• Without commitment from upper management, the process owner will face hurdles and road blocks

Streamlining the Process

• Reduce and/or eliminate paper

• Create a single repository for all information related to the investigation

• All investigations should be conducted in a consistent manner

Streamlining the Process

• Follow the proper order for every investigation

• Try to capture ticket information before leaving, or access ticket info offsite & migrate through shared technology

• Begin by collecting “Perishable Data”

• Investigators must be notified as soon as the repair crews

Perishable Data

• Note the information that can be lost or obscured first• Condition of the marks• Photos of the scene• Contributing factors

• Collect witness statements• Locators• Uninvolved Contractors• Bystanders

• Document with photos using measuring devices, video, and audio recordings

Perishable Data

• Document data with the same device used to collect the data

• Include notes with all photos

• Do not set up a process that allows people to “put it off until tomorrow”

• Designate an investigator or employee not involved in the repair to record perishable data

Employing Technology

• Invest in tablets and smart phones

• Use drop downs instead of check boxes

• Allow managers to track the progress of the investigation in real time

Reporting

• Data gathered is used by multiple departments

• Claims• Operations• Public Awareness/Damage

Prevention

• Fully digital files allow for reports to be run in minutes rather than days

Claims

• Completed investigations transferred to claims instantly

• Consistent format of the completed case file speeds up analysis

• Thorough and efficient investigations help tell us when not to try to collect

Damage Prevention/Public Awareness

• Identify locations or “hot spots” as they happen, not after

• Note violators instantly and put mitigation plan in action

• Collect usable data for RP 1162

Summary

• Employ technology

• Eliminate paper

• Train and manage

• Understand the impact to the organization as a whole

Chris ThomeDamage Prevention Consultant

Rhino Marking & Protection Systemscthome@rhinomarkers.com

Damage Investigation & Claims Recovery Streamlining the Damage Investigation Process