Our 10-Step Process
Step 1: Pack-Out & Inventory
No two claims are identical. Each case is as unique as the home or family to which it belongs. Our Pack-Out & Inventory method helps outline the unique details of the claim,so we can plan accordingly. We also provide analytical data to support a claim file, and a room-by-room and gender-detailed inventory, so everyone knows exactly what to expect from the process.
Step 2: Emergency Clothing
Life doesn’t stop as a result of a fire or water loss. We work to provide your client with a two to three week supply of clothing as soon as possible. By quickly returning this initial supply of clothing, we not only save the carrier money, but also help reassure your client that they’ll be taken care of throughout the process.
Step 3: Claim Documentation
Claim documentation relieves the adjuster of the need to educatethe insured about the process of soft goods restoration. This saves time throughout the claim. A tangibleexpression so the process itself, it is a place to store all information related to the soft good portion of the claim and a calendar of events leading to conclusion. In our experience, an educated and prepared customeris much more likely to accept the end product.
Step 4: The Restoration Cleaning Process
With over 100 years of cumulative experienceon staff, we have the knowledge and expertise to restore soft goods to pre-loss condition in the mostefficient and cost effective manner. We don’t throw the same solution at every challenge. We recognizethat even items from the same loss may require specialized restoration methods. Simply put: if it can be restored, we can restore it. Our consistent service and proven method ensure that your client is receiving aquality product each and every time. Over time, this results in an overall cost savings to the carrier.
Step 5: Quality Control
Putting each claim through a rigorous Quality Control process catchesproblems or concerns before they reach the adjuster level. This saves time and energy for everyone involved.While Gunns deals with thousands of pieces of clothing and soft goods per day, we recognize each andevery item is of high value to someone. That’s why Gunns treats every inventory item as if it were our own.The Quality Control stage in the process confirms that no items have been misplaced during restorationand that the restoration reaches the high standards we set for every piece, every claim, and every insured.Our goal is to eliminate issues before they reach the insured or adjuster.
Step 6: Screening
Communication is the hallmark of the Gunns process. The care and respect that goes into the screening step in the process creates an environment where the insured feels involved and empowered continued on the back to move forward. As challenges or concerns are dealt with at this level, fewer surprises exist later in the overall claim. Our Screening step provides a structured opportunity to reunite the insured with all of their restorable items in a pressure-free, neutral environment.
Step 7: Non-Restorables
Non-restorable items can be a real challenge for the adjuster in reaching resolution on a claim. Gunns takes every opportunity to be a partner with the adjuster in creating an accurate list of items irreparably damaged by the event. With our list in hand, the adjuster can quickly determine a fair settlement. Each inventory comes complete with label and content make-up of every item. This saves the adjuster time and prevents the client from having to create a list themselves.
Step 8: Holding & Delivery
Your clients are free to select as many items as they desire to be delivered to their temporary dwelling while leaving the remainder for storage in our climate-controlled facility. Should additional items be required in the future (change of season, athletic gear, special occasion, etc), they can return to the facility for receipt of those items at no additional charge. By having constant on-demand access to their goods, your clients won’t feel that their items are bing “held hostage.” This results in fewer requests for payments for new clothing on an emergency basis.
And packing the client back into their restored dwelling ensures that the precess ends on a positive note. By putting things back where they belong, we help make the restored house a home.
Step 9: Issues Meeting
We recognize that delivery is not always the end of the claim. We also recognize that the last thing an adjuster wants is another phone call from the insured. The Issues Meeting, scheduled 14 days after delivery, gives your client the last word in relating their ultimate satisfaction in our service.Should any issues arise after delivery, the client is empowered to relate these to us so that we can settle themand achieve resolution. By having an acknowledged step in our process to handle these potential issues, we keep the adjuster free for more important challenges.
Step 10: Job Complete
The mark of an exemplary claim file is documentation. As a result, Gunns acquires documentation of absolute resolution as the last step in a file that includes photos, proof of damage, sketches, etc. When you close a file, you want it to stay closed. So the final step in our unique process is, in many ways, the most important. In addition to a true Job Completion Form signed by the client, we ask that they take timeto fill out a short questionnaire regarding our performance. We use this information to serve you better in the future, in a constantly changing and growing industry. In fact, our entire ten-step process was derived by input from industry professionals and customers who helped us become the most respected company in our market.