In keeping with my pledge to help you as much as I can this year to be profitable and avoid losses we’ll discuss the right way to file a claim and why it should be done this way.
One of the things we and the claims departments hear far too often is that your customer may have noticed a problem with their flooring and mentioned it to you but you waited to bring it to the mills attention months later. When you do call and convey the message that the customer noticed a concern right after installation but waited, a red flag goes up and the doubt enters. The following information should help.
You should file a claim as soon as it is received from your customer, regardless of the circumstances. Even if it is a fuzzing concern or complaint and you tell them it should subside over time; file the claim. You will be on file and there will be a record of the complaint even if it turns out to be unfounded and you don’t know what the outcome may be. The manufacturer will keep the claim open for around three months but there will always be a record of the filing. If you find that you don’t have to pursue the claim there’s no harm done, at least you had the option of moving forward if the concern turned into a real complaint. On the other hand, if you have to pursue the claim the manufacturer has a record of when the problem was reported and you won’t run into an obstacle by having them fault you for not filing the claim sooner. Once you file a claim, whether or not you actually invoke it, keep the claim number on record. If you don’t file a claim for awhile, assuming you have to, the claims department will likely assign it a new number but they can reference the old claim number. Once you file the claim the manufacturer may want to send an independent inspector; let them go ahead and do that.
Keep a file and document everything when it occurs. If you have a history of the time, date and concern from the start you won’t be guessing when and if the complaint materializes into a legitimate claim. You should always go look at the concern when it is first brought to your attention so you can see the flooring material first hand. You may be able to resolve the issue yourself. Take photos, always. Digital cameras are easy to keep in your pocket and they take excellent pictures allowing you to forward them when and where you may have to. By keeping excellent and organized records of a concern you can reference it intelligently and in detail to the claims department without having to say, “I don’t know, I’m not sure, gee let me think, uh……” The more knowledgeable you are the more professional you’ll sound and the less ignorant you’ll be. You will come across as someone who has their act together and is not just trying to dupe the manufacturer for a frivolous folly. In the file it would be a good idea to put a small sample of the flooring material or at least a picture of it so you’ll be reminded of exactly what the product is. Make notes of exactly when you were there, what you saw, and what took place including notes about the conversation you had with the customer. Don’t trust your memory to recall details. Unless you’re superhuman you won’t remember what took place. This is really easy stuff to do and if it saves having to replace the floor or being perceived as a professional operation, it will actually save you time, money and aggravation. Some of you will do this but most of you won’t. The ones who do are the ones that will be the most successful. Any time I speak to someone on the phone that needs help with a problem or is a consulting client I take notes so I know what we talked about, when and what action needs to be taken if any. The information is easy to reference later when there’s a question or a follow up conversation or action initiated. These are all simple business concepts that make sense. Paying attention to the details saves you money and makes you money. This is stuff nobody else will tell you and it isn’t something you’ll find written down anywhere as a how to guideline. This is information given you from our experience and from asking people with manufacturing claims experience to share with you. It makes the claims folk’s job easier as well.
If you have any questions or need any help contact us.
Author: Lewis G. Migliore
LGM and Associates – The Floorcovering Experts