HHD 2019 CATALOG

from the

RISK MANAGEMENT DEPARTMENT

WE HAVE ALL BEEN THERE...

Insurance Claim Process Flowchart

First thingMondaymorning you receive that phone call from the “frantic” customer! “Your coffee machine sprung a leak over the weekend and not only did the flood cause damage to our office, but the business beneath us is flooded as well!” What do you do…? Over the years, Holiday House Distributing has been faced with these issues as well. In the past we just took the information, gave it to our insurance company and just let things play out. Or worse, you just sent your customer a check to resolve the issue, and then figure it out with your insurance company later. We have seen this many times. By the time the insurance company gets all of the information they require the“Statute of Limitations”is over, leaving your company with a claim that cannot be settled and you are out hundreds and sometimes thousands of dollars. We have realized that this is not the best thing to do for your company or your customers. There must be specific guidelines in place so that these issues can be resolved and handled in a timely manner with your insurance carrier. After all, this is what you pay those monthly premiums for! Nobody wants to deal with issues from litigation for a claim that could have been resolved with just a little communication with the claimant and the insurance adjusters. We have been working with our insurance company and set up procedures that have helped us cut down on insurance claims, which cuts down on payouts by our insurance company therefore cutting back on our insurance rates. The following procedures have been set in place by Holiday House Distributing and hopefully this can help your company devise a system that you can benefit from as well. • Must receive written notice of claim within 30 days of incident • Photos of equipment, parts, damage to property must be supplied with the notice of claim • Proof of purchase (invoice #, product #, serial #) • Date of Installation (installation work order) • Investigate the claim. (Was the cleaning crew in the office? Did they move the equipment to clean under/around it? Who did the installation? Were there issues with the equipment or parts in question previously?) • Incident Report – report must state the findings of claim • The equipment must be available. The insurance company will need to inspect it. •HHD is NOT responsible for any parts, defects, losses or damage to any property or persons on any items sold or installed. Holiday House Distributing, has always strived to be “NUMBER ONE” in customer service. We hope this information gives you some insight on how to handle insurance issues in our industry. It has worked for us and hopefully these guidelines can help your company as well.

This is typical insurance procedure! *Please Note: It is usual for your claimant to get denials of claim. This all depends on the products and who the manufacturers are. Each insurance company will deny the claim until the responsible party is determined. What’s Involved • Customer contacts you • You contact vendor • Vendor contacts insurance company (Typically insurancewill deny the claimandput the manufacturer onnotice) • Manufacturer will send claim to their insurance carrier • Manufacturer’s insurance carrier will contact the claimant

1. CLAIMANT (Your Customer)

2. YOUR COMPANY (Coffee or Vending Service)

3. YOUR VENDOR (Holiday House Distributing)

4. VENDOR INSURANCE COMPANY

5. MANUFACTURER

6. MANUFACTURER INSURANCE COMPANY

Thank you, HHD Risk Management

***All vendors of Holiday House Distributing are required to provide Proof of Liability Insurance for all products purchased and sold***

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Phone: 800-443-4318 | www.HHDonline.com | info@HHDonline.com | Fax: 800-863-7041