PART 1: SUPPLEMENTING ADDITIONAL ITEM(S) AFTER A CLAIM HAS ALREADY GONE THROUGH THE REGULAR SUPPLEMENTING PROCESS

Ask questions to understand why they are asking for an additional supplement:

• When / how was the damage discovered?
• Was it unknown during the initial inspection and discussion with the insurance adjuster? 
• If it was discussed at inspection, do they know why it wasn't included on the SOL?
• How is this new item related to or caused by the storm damage?
• If it was an item existing on the SOL, if they are asking for an increased amount, do they have an estimate or invoice to show the cost?
• Do they have new production photos, invoices or other supporting documents for proof?
• The main question you need to find an answer to: why would insurance pay for it? You need to be fully satisfied with the reason. If, after all your questions, you are still not "sold" that insurance should pay for the additional item that the client wants to pursue, please talk to a more experienced AM and/or Vlad.

2. Call The Insurance Adjuster

Always call the insurance adjuster BEFORE deciding if an estimate needs to be made: 

• Ask the adjuster how they would like to handle the item(s) you would like to supplement additionally?
• When the adjuster asks questions, fill them in on the details provided by the client.
• The adjuster should let you know if they could approve it with additional estimate / supporting items, or not. 
• If they say yes and ask for our estimate, we would create an estimate of Approved RCV + additional item(s).

3. Steps When Insurance Says NO

If insurance says no, they would not approve this, then don't make any estimate:

• When insurance says NO, it's imperative to understand completely the reasoning behind denial.
• Before going to the client, ask more experienced AMs and/or Vlad how to handle the situation.
• If nothing can be done, contact the client to let them know about the insurance denial.
• Keep the claim status as "Complete." 
• Make a note in the CRM that the client made the request and insurance denial on the phone call.

4. Steps When Insurance Says YES:

• If the adjuster said yes, follow their instructions for how they want to handle the additional item.
• If they want our estimate, task Vicki to create an "Approved RCV + Additional items" estimate.
• Add CRM note related to the discussion with the insurance.

5. What to Change and NOT to Change:

• On CRM change the status back to "Estimating."
• Add a task for yourself "The Client wants to approve ..." with a due date a year in advance.
• Do NOT change anything on AM Input.
• Do NOT change anything on Desk tickets.

6. Supplementing the additional item(s)

• When you receive the new estimate from our estimator, review it before sending it:
• Check the estimate for any errors starting on the first page (name, address, claim number), correct approved RCV amount, correct item(s) added and amounts
• make sure the RCV $ amount is from the most recently approved insurance estimate (correct any errors before sending)
• Be sure you are following the instructions given to you by the insurance adjuster.
• Proceed with submitting to insurance, and any necessary discussions.
• When approved, make sure to confirm the payment amount (increase) and release of payment details, which you'll provide back to the client.
• Task yourself and people involved in CMR as usual. Adjust CRM Stages the same way how you usually handle a supplement.

PART 2: BILLING AND CLOSING THE CLAIM AGAIN

Billing and Closing an additional supplemented item that was previously closed/billed:

1. Once you get the additional items approved, on CRM set the stage to "BILL the CLIENT".

2a. Task Vlad to "Please BILL the CLIENT for additional $xxx.xx" with a due date of the next billing date (every other Saturday) -- include the dollar amount of the increase:

• Update the client on their platform (Contractors Cloud, Acculynks, Basecamp)
• Note the increase on CRM note
• Do NOT update AM input sheet

2b. What if the supplement was denied anyway, or no increase was approved?

Task Berna to move the stage back to what is was (completed, canceled or closed).

3. Note the increase in closing CRM note as follows:

This claim was supplemented

RCV (1) = $13,305.84

RCV (2) = $21,083.28

___________________________

Increase = $7,777.44

___________________________

Increase = $814.32

Note in closing CRM comment what the supplement was approved for.  For example, “this additional supplement for second layer was approved, payment went out on X date.”

4. FOR US-BASED ACCOUNT MANAGERS ONLY: Updating the commission increase on your AM Commission Sheet.

     Have Vlad show you how to do this the first couple of times.  Vlad will also check to make sure it is correct.

·             Move prior manually entered commissions down two rows.

·             Copy and paste the previous boxes so the formula is copied.

·             Update the deal date, name, and amounts to enter the commission for the added supplement.