1. Emergency Water Removal Program 2018 Bulletin Changes

2. AmFam Bulletin Changes
AmFam bulletin is in the final stages of approval
Job file audit will be updated to the new guidelines
Power point will be posted on Servpronet

3. Service Response Standards
Service Response Guidelines do not change
Within one (1) hour of notification of loss, the Franchisee will contact the client’s Customer to arrange for delivery of services.
Within four (4) hours of dispatch, the Franchisee will be on site to start the services.
Within eight (8) business hours of on-site arrival, the Franchisee will provide a briefing of the job to the Claims Rep and within 24 hours submit the initial upload in XactAnalysis
If you receive a local job, you must create an assignment via WorkCenter
No changes to our response times. Also, for all local jobs you must create an XA assignment - DO NOT wait for the adjuster. You will not be paid unless there is an XA assignment.

4. American Family Bulletin Review
Emergency Services Limit
$3,000 for Residential Losses
Approval is needed to continue mitigation over the ESL
Deductible
Do not collect the deductible unless instructed to do so by the adjuster
Photos
Pre/post mitigation for affected rooms with overview of equipment and contents
Photos must be labeled with description (non-restorable damages, delaminating backing, furniture stains, etc)
ESL is increased to $3,000. Sewer & Drain, sump pump, back flow and Townhouse, condo ESL remains $1,500.

5. American Family Bulletin Review
Immediate Notification to the Adjuster:
Demolition
Written or verbal authorization is required for any demo that might be required over and above removal of baseboards & carpet pad (such as removal of drywall, wood or laminate flooring and built-in cabinets)
Request and documentation of approval must be uploaded to Xactanalysis and the scope/extent of required demolition should be discussed with the adjuster.
Drying beyond 4 days
Approval is required to dry beyond 4 days
Document request and approval in Xactanalysis notes
Mold, pollution or CAT 3 loss
Written and verbal communication to the adjuster is required
MOLD less than 10sf
Continue mitigation where the mold can be contained to prevent cross-contamination of clean areas. No mold remediation is allowed without adjuster approval . If approved for mold remediation, IICRC 520 protocol must be followed. If not able to contain to prevent cross-contamination contact the adjuster.
MOLD over 10sf
Notify policyholder and immediately contact the adjuster. NO mitigation work or mold remediation should be performed without adjuster approval. If approved for mold remediation, IICRC S520 protocol must be followed.
Approvals are required on many of the items needing immediate notification. Be sure to document your requests and approvals in XA notes.
MOLD- no mold remediation work can be completed without approval and, if you find over 10sf of visible mold you must get approval from the adjuster to proceed with the mitigation. Any mold work will be handled outside the program and should be estimated and billed separately.

6. American Family Bulletin Review
Immediate Notification to the Adjuster (continued):
Asbestos
Franchise must comply with all Federal, State and Local regulations related to asbestos
If testing is necessary, stabilize the loss. Do not proceed with any testing, mitigation or abatement services without approval from the adjuster.
Compliance with lead procedures for testing as established by the EPA in its Renovator, Repairs and Painting rules will be followed including appropriate notifications provided to the policyholder and American Family
Rental Property or Condominium
Inquire about name of any additional carrier(s) involved
Identify carrier of HO, commercial unit owner, or condo association
Identify carrier for structure if insured is a tenant
Any other that may apply (landlord)
Potential for Liability Claim
If other party appears at fault
Circumstances that warrant further investigation by American Family to verify coverage such as heat not maintained, evidence of long term damage etc
IMPORTANT: If testing is necessary you cannot proceed with the mitigation without approval from the adjuster. Many AmFam policies do not provide coverage for testing or abatement so it is important that you notify the adjuster right away.
For rental properties, AmFam asks that you obtain any information you can on other insurance that may apply. They also want to know if you find circumstances where it appears another party may be at fault.

7. American Family Bulletin Review
Immediate Notification to the Adjuster (continued):
Additional services that increase mitigation costs
Notification within 24 hours is required for additional services that will cause job to exceed threshold amount previously noted.
Document services required and revised estimate amounts in Xactanalysis notes.
For approvals, all requests and documentation of authority granted must be uploaded into Xactanalysis.
It is important that you update the estimate amount as it changes.

8. American Family Bulletin Review
Initial upload within 24 hours of site inspection
Initial briefing required and update in XA notes by the end of the next business day after site inspection, excluding holidays, weekends and subject to best efforts and a call to the adjuster if needed.
Initial briefing note and upload should include:
Cause and source of loss, class of water damages and affected rooms
Response times
Signed ATR
Equipment placement (justified per calculations)
Affected materials – flooring type
Mold notes, special notes of concern and specialty drying equipment needed
Scope of damages and general dry time, including approximate dollar range of damages
Moisture and air readings
Potential demolition and/or specialty equipment required
Notification of testing if necessary
Special circumstances such as safety concerns, heath concerns, plumber needed etc.
Potential subrogation, use Early Notification Form
If rental or condominium, include other carrier information if identified
Required photos
The initial upload is required to be in Xactanalysis by the end of the next business day after your first site visit. This upload will include your initial visit briefing, Drybook, initial photos and a detailed sketch.

9. American Family Bulletin Review
Initial Upload and Initial Briefing
Initial Upload Photo Requirements
Front of structure
Cause of loss, affected rooms
Equipment overview
Photo to substantiate drying plan and/or demo needed
Sketch
American Family will be creating an initial reconstruction estimate based on EMV’s sketch so detailed sketch is required
Complete diagram of all affected rooms on any level affected by the water intrusion
The sketch will also include all adjoining rooms on the affected level unless separated by a door or other transition.
Final Upload
A copy of the Authorization to Repair (ATR) and Authorization to Pay (ATP) must be uploaded as a custom document in Xactanalysis.
ATR must be uploaded with the initial briefing and estimate
ATP must be uploaded when the job is complete
These documents as well as all other documents should be in PDF format and must reside in the Documents tab of Xactanalysis.
Payment will not be released without XA upload
Sketch, this is different so please make sure your staff understands what is needed with the sketch. The AmFam inside adjusters will use the mit sketch to help them build a repair estimate. Your sketch will need to include all affected rooms as well as any adjoining, contiguous rooms. If the rooms are separated by a door or other transition they will not need to be included, however, if they are not all rooms should be measured and sketched accurately.

10. American Family Bulletin Review
Estimate Requirements
5% discount applied to specified drying equipment using the category and selector code SPE PCD
CON ROOM must be used for contents manipulation
Decontamination of equipment charges are allowed on CAT 3 losses
Decontamination of equipment charges are not allowed on CAT 2 losses without prior approval from the adjuster.
Must provide verbal and written justification
All documentation including approval request and approvals must be uploaded into Xactanalysis
Wardlaw reviews
American Family utilizes Wardlaw for third party estimate reviews. Reasonable cooperation is required by the franchise. This may included providing additional support for estimate items and other job file information as necessary.
Equipment discount remains the same, however, there is now a list of qualified equipment in the bulletin.
Wardlaw. The use of Wardlaw will increase in We ask that you cooperate with the Wardlaw adjusters and collaborate with them on any questions or concerns in the file. If you run into issues with a request that is not warranted or an issue you cannot resolve with them directly please escalate to us.

11. American Family Bulletin Review
Additional Requirements
Flooring
Note why affected flooring can or cannot be saved
If not salvageable, obtain ITEL sample of the carpet/pad, wood, tile, etc. and mail sample(s) to directly to ITEL under the American Family account or via the ITEL mobile app. Flooring (especially hardwood) that continues through other unaffected rooms of the structure will not be removed without the adjuster’s approval
Approvals
All requests for approvals should be made via phone then documented in XA notes
Solicitation
Do not solicit the policyholder for structural repairs or contents cleaning/restoration services. It is also prohibited to refer a contractor or service provided for any type of repairs or restoration services
Work outside EWRP
Adjuster and policyholder approval is required prior to completing any work outside the scope of the program
This include, but is not limited to, construction, mold remediation, asbestos abatement, lead repair, renovation etc. Any work outside the program must be estimated separately and supporting documents sent directly to the adjuster.
If you have the ITEL mobile app you are able to use it on flooring samples taken. Do not remove hardwood for a sample without first discussing with the adjuster.
Remember you cannot solicit or refer someone out for the repairs, cleaning, abatement etc on any AmFam job. If the customer asks for a referral have them talk with their adjuster.
Any work outside the EWRP must be approved prior to starting. If you complete work without obtaining the appropriate approvals you risk not being paid.

12. Other Reminders Receipt of a local job
Create an Xactanalysis assignment if you have a claim number
If the customer has not reported the loss to American Family, request they contact AmFam to report their claim. Advise the customer to provide the call center with the name of the franchise onsite.
ALL JOBS MUST BE UPLOADED. Payment will not be issued without a file upload in XA
Daily Moisture Readings
Daily moisture readings are required per IICRC and must be documented
Operating Equipment must be within IICRC and manufacturer specifications. i.e. Temperature
Communication and documentation
Communication with the AmFam adjuster is crucial.
Document all conversations and approvals
Use F9 notes to avoid questions from Wardlaw on reviews

13. Other Reminders
Service Response Guidelines - If Customer refuses service, Notify Claims Rep and complete Refusal of Service Form

14. QUESTIONS?

15. Tammy McAllister Brittany Carter National Accounts Manager
cell:
Brittany Carter
National Accounts Coordinator
x1916