Claim Management, KPIs and MI Monitoring

Communication and correct interpretation of field information is vital. Claim managers at our head office in Surrey, are required to be as technically competent and experienced in disaster recovery as our field based staff.

Using clear lines of communication we can have detailed site reports, estimates and schedules of work delivered to our clients within minutes of the technician leaving the site.

Management Information Service

We place a high importance to the delivery of our service and the needs of our clients. This can only be measured by using a systimised method of collecting and analysing data. We measure the following information constantly and issue reports to our clients on a monthly basis.

Performance against KPI's for each operator
Internal Restoration divisions Performance against KPI's

Monthly reports include:

EOW no. of claims per operator
EOW average sales value per client
EOW average sales value per operator
EOW average drying time per operator
EOW minimum drying time per operator
EOW maximum drying time per operator
EOW - Average claim cycle
AD no. of claims per operator
AD average sales value per client
AD average sales value per operator
AD - Average claim cycle
AD - successful clean rate per operator
Ad - successful clean rate per client
FIRE - no of claims per operator
FIRE - average sales value per client
FIRE - average sales value per operator
FIRE - average claim cycle
Complaints by operator (justified)
Complaints by client
No. of jobs operator has appointed 3rd party e.g. builder
No. of claims per client we have appointed 3rd party e.g. builder
No. of new claims allocated to Disaster Care in the month
No. of Restoration claims live on the system
No. of claims awaiting authorisation
No. of claims waiting for report from operator
No. of claims awaiting invoices from operator
No. of claims awaiting invoicing out by Disaster Care

M.I. can be tailor-made to your requirements if further information is required.