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TO: ACTIVE CONTRACTORS IN DESIGNATED STATES
FROM: CONTRACTOR CONNECTION
DATE: SEPTEMBER 13, 2018
SUBJECT: SPECIAL ALERT – EMERGENCY SERVICE RESPONSE - GEORGIA, MARYLAND, NORTH CAROLINA, OHIO, PENNSYLVANIA, SOUTH CAROLINA, TENNESSEE, AND VIRGINIA
This communication is being forwarded to all Emergency Service contractors in the states listed in the subject line above.
First of all, we thank you in advance for making your company available to the Contractor Connection customers who may have policyholders in need following the storm in your area. We recognize the need to evactuate from at-risk areas, and support maintianing the safety of your personnel, their families, and your businesses.
As a result of Hurricane Florence impacting the Eastern Seaboard and moving into internal states, Contractor Connection will relax initial emergency service response times for 24-72 hours IF NEEDED. If you are able to respond within normal timeline requirements, then please do so as this is not a blanket extension of response times in all areas, but rather where weather conditions or availability of resources impacts your ability to respond.
Effective time of Extended on-Site Response Times
- Currently in place: Maryland, Ohio, and Pennsylvania
- Effective immediately: North Carolina, South Carolina, Virginia
- Effective Sunday 9.16.2018 12:00AM: Georgia, Tennesee
It is critical that all available Emergency Service Responders attempt normal on-site inspection arrival times, as long as weather and road conditions allow. If and when conditions deteriorate, extended onsite response times will be allowed IF NEEDED.
As a reminder, when this occurs, the relaxed service response ONLY applies to the initial onsite response time. All other program timelines, that pertain to file status notes, and XactAnalysis control point update requirements remain in place. Making first contact to the property owner and documenting in XactAnalysis is important for the insurance carrier to know that communication has been established between contractor and property owner. Please, immediately contact the Contractor Connection Customer Service Department @ 800-508-0575 option #3 should circumstances impact your ability to take on additional assignments. If you are calling after hours and the Customer Service department is closed, please leave a Voice Mail message indicating you can no longer accept additional assignments. This voicemail box will be checked at regular intervals, and you will be removed from assignment rotation if needed. You may also send an email to cat@contractorconnection.com
In response to the influx of assignments, there may be periods of time when three-way calls will not be completed when making water mitigation assignments. This will be done to expedite the assignment routing to the network contractor to allow you to maximize the use of your resources in servicing the customer in need. Therefore, as a reminder, please be certain your Xactware notifications rules are set up appropriately so that you are immediately alerted to all new water mitigation assignments. Upon receipt of the automated notification, you should follow normal procedures and contact the homeowner within one hour, preferably within 15 minutes.
We would also like to remind you that Contractor Connection excludes the Catastrophe assignments handled during the applicable timeframe from your POMS score as long as all files are maintained with current status of assignment and with proper file documentation. This is only applicable when Contractor Connection declares service areas for catastrophe response due to high volume or storm activity, Therefore, we thank you for your continued efforts to remain active and promptly handle emergency service assignments during these periods of high volume activity. It is important for the Contractor Connection network to be available to the client and their valued policyholder in times of need such as catastrophe events.
We appreciate your ongoing commitment to service our clients at their time of need.
This transmission is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is confidential, proprietary, privileged or otherwise exempt from disclosure. If you are not the named addressee, you are NOT authorized to read, print, retain, copy or disseminate this communication, its attachments or any part of them. If you have received this communication in error, please notify the sender immediately and delete this communication from all computers. This communication does not form any contractual obligation on behalf of the sender, the sender's employer, or the employer's parent company, affiliates or subsidiaries.
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