SHN RISK Summit: Taking control of your property’s damages

This article is sponsored by OneRallyPoint. This article is based on Senior Housing News discussions with Wade Miller, President of OneRallyPoint, Bette McNamara, Manager of Risk Management at Brookdale Senior Living, and Mike DiModic, Marsh Senior Vice President. The discussion took place virtually on November 16, 2022 during the SHN Risk Summit. The article below has been edited for more length and clarity.

Senior housing news: Today we will touch on a topic that affects the entire industry. If you have worked in the nursing industry, you have probably talked about this at some point, Taking control of your property’s damages.

Wade, you have information to start with, so I’ll hand you the microphone. Why don’t you help set up the scene?

Wade Miller: Have you ever worked on a restoration project that took longer than expected? What about a project that costs more than originally planned? Do you ever feel overwhelmed by work trying to manage a rebuild and rebuild at the same time, while also fulfilling your current job responsibilities? You may have felt too stretched.

OneRallyPoint can help you close claims faster and get your property back up and running as quickly and safely as possible.

This is achieved by achieving the right volume at the right cost and reducing internal stress. OneRallyPoint will help you save time, money and effort while maintaining quality throughout the recovery period. Let’s take a look at a typical loss recovery process, focusing on the many players involved that you’re all familiar with.

You are notified of the loss. You hire a contractor and notify your insurance company. The carrier calls an adjuster, who brings in consultants and other specialists. Naturally, all these people start talking to each other and suggesting solutions, sometimes inadvertently excluding others from the group, including you. This line communication needs to be dynamic, and that’s what we’re doing by building a centralized communication hub.

This brings you back to the center of the conversation and ensures that all of your goals and objectives stay at the forefront. Contractors and installers no longer just do things the usual way, but do it with your specific goals in mind.

In a nutshell, OneRallyPoint will save you time, money, and effort, reduce overall costs by 10% to 15% per job, reduce application cycle time by up to 25%, deliver optimal results for all stakeholders, and put employees at ease. chaos.

SHN: Thanks for this introduction. Is there anything else you would like to share about what exactly OneRallyPoint offers?

Miller: One good way to look at this is that we are known as the owner’s representative firm. Just as a construction manager works on a new building, we deal with disaster recovery. We work on behalf of the insured by monitoring the contractor and other suppliers to ensure that the work is carried out as efficiently as possible. We interact with the insurance team and make sure they get the data they need, keeping everyone up to date.

We treat every stakeholder as part of the same team whose ultimate goal is to get your building back to full operation as quickly and safely as possible with minimal personal expense. In essence, we are the client’s representative in the workplace, saving time, money and effort to help achieve the best result in every way.

SHN: Can you tell us more about why you launched this service?

Miller: Yes, I was originally a disaster recovery contractor. I had a firm that specialized in health care. One of our clients was a major player in hospitals and surgical departments. We had a meeting after a significant significant loss.

As a result, the financial director and I returned to his office. He was a big man with a big presence who was always in charge. We sat down and he asked me something in a vulnerable way that took me by surprise. He said, “I don’t know who represents me in these damages. You guys are doing a great job as a contractor, but I have so much work to do after you’re done. I think we are losing millions of dollars because I don’t understand how to handle claims properly or I don’t have time for it. We must keep moving on. We are a growing company.”

At that moment, I realized that, as a contractor, I really could not meet his needs, as he described them. I decided to turn around and become the owner’s representative firm. In this way, I could help my client to facilitate the process of full recovery from the incident up to the final refund.

SHN:I want to invite the other panellists, Bette and Mike. Bette, you work with Brookdale, the largest senior housing operator in the country. You have a big scale. Can you talk about your experience as a OneRallyPoint operator?

Bette McNamara: Yes, going back to many of the other points that Wade talked about, the key is that they anticipate the problems and they can take them and provide answers that I can pass on to either the assessment team or other corporate departments that need to understand how the claims go. They definitely speed up the recovery process. Having someone on site who can speak to city officials, code officials, and work one-on-one with contractors and our asset management team.

According to him, we should all continue our daily activities. They can coordinate these meetings and phone calls with management. I’ve been working with Wade for what seems like almost 10 years. I would say that my claims are closed about 30-40 percent faster than before I used his services.

SHN: Big. Earlier this slide with all stakeholders in the process. It seems that there is a real way to do this, and a way, perhaps not to do it. Can you be more specific about how you work with OneRallyPoint to get it right, so to speak?

McNamara: Yeah, I love that slide where we’re all going in different directions and then all of a sudden the owner is in the middle because that’s how I feel. They are an integral part of my team. They have specialists with building experience that I don’t have. Their knowledge gives me clear scope.

We have a schedule that we can follow and they have everyone on their toes. This is an expedited physical recovery schedule and the fact that it is fully refundable under our claims preparation insurance policy, making using their services a breeze.

SHN: I want to bring Mike into the discussion here. Mike, I want to ask you at Marsh, what are the most important issues your customers are having during disaster recovery? I can think of so many things that could go wrong. What are the biggest?

Mike DiModica: Well, first of all, I know such people; There are many people familiar with disaster recovery. You know that the recovery process presents challenges from start to finish. The reality is that most senior homeowners and operators have limited resources and staff. They primarily focus on their core business operations and responsibilities. Thank God, most operations don’t have material fires every day, we don’t have hurricanes or floods. When we do it, when the operators do it, the key is to prepare for loss planning.

When you talk about rebuilding, refurbishing and refurbishing, you should be doing all this while the operators are performing their primary duties. Remember, their main daily duty is to take care of the infirm, fragile, elderly people. Many of these people have mobility problems, cognitive problems, and balance problems. It’s not like what you might experience in a hotel or apartment building where people can be moved up and down.

In the case of nursing homes, all of these things are a deciding factor; it is always people first and the protection of the residence. We have operators whose plates are full. We are busy at first, and then a fire, then a hurricane. This is where you really need someone to come in and run the process with you, as Wade pointed out.

SHN: Bette, I want to bring you here because you’re the closest thing to some of these things. Obviously I know the largest Brookdale operator in the country has had to deal with its fair share of emergencies over the years, wildfires, hurricanes and obviously those affected when you plan for them, right?

McNamara: Absolutely.

SHN: Tell us more about what you experienced.

McNamara: Well, that’s when we’re in the 41st state. We hit four time zones and I can’t remember the last time a hurricane or any of our real disasters hit us at 2pm on a Tuesday. Just when you think the hurricane is heading for Tampa, it decides to turn 90 degrees and enter Fort Myers. We had a notice six hours before Hurricane Yan, which evacuated seven communities in the Fort Myers area. You have to be able to change and have a team that can help us, that’s what OneRallyPoint did for me.

SHN: Betty, what I’m wondering is, have you ever experienced the overlap of multiple disaster recovery tasks?

McNamara: Every day. Maybe six weeks ago, when Yen affected 83 of Brookdale’s 110 communities in Florida, and another six weeks later, Hurricane Nicole hit the east coast and re-damaged nearly 40 more. Luckily, I have the OneRallyPoint team to help me manage them and keep stress levels at an acceptable level.

SHN: Mike, what can a property owner do to prepare? Are there any steps you would suggest they take?

DiModica: Yes, it’s really all about planning ahead of the loss. It’s hard to be over-prepared or over-prepared. It is critical to select recovery partners in advance and prepare them. I’m working on claims, so we love acronyms a lot. Bette and Wade mentioned some of them such as MSA. We’re actually talking about a master service agreement: having contracts so you’re not looking for a recovery partner when the hurricane hits tomorrow, having generators ready to go, power replacement, vehicle replacement, all of those things.

When we talk about ROM as an acronym, we’re talking about an approximate order of magnitude. What is the amount of damage? What’s the price? Again, being a bit familiar with these terms, we talk about them because we hear them every week, but for those out there, you’ll pick them up quickly. If you have someone who already knows the game, if you have someone who knows the language, the terms, and can defend this thing in the way someone like OneRallyPoint can, you’re just ahead of the game.

Again, this way you can better choose a recovery partner. You need someone who can provide a one-touch solution. You want someone who has the resources and experience of major senior housing losses. It really helps if you have some understanding of the insurance claim process. If you have someone who understands the workflow and terminology, things will be much faster and better for the owner and stakeholders. There is certain documentation and reporting that the insurance company is going to require. All of this will help you get your insurance claim faster and get reimbursed.

You need someone who can do it. You need someone who has industry certifications or is knowledgeable about it. Familiarity with national, state and local environmental laws. Really key. It’s hard to be prepared for anything, but as much as possible, you really need to be prepared.

OneRallyPoint creates a structure that provides flow and control over the chaos of recovery, and allows it to be tailored to each client and each job. They make disaster recovery easier for customers. To learn more visit: https://www.onerallypoint.com/.

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