In today's property and casualty insurance environment, there is no shortage of experts to assist with investigating losses. Forensic firms can provide the industry with professionals who possess expansive experience and impressive credentials. But once you've sorted through the licenses and certifications, what else sets apart forensic investigation firms?
Here's a look at five things that extend a forensic firm's expertise beyond the field.
5. Exemplary customer service that drives every decision
With many top ten carriers increasing focus on improved customer experience, forensic firms must understand their role in this effort. For forensic investigation firms, customer service extends not only to the carrier client, but also to the client's client. At Donan, a forensic investigation firm with nationwide offices, improving service has involved reinventing the customer service department as a customer-centric team with foundational principles such as transparency, quality, knowledge and appreciation. This transformation also involved extending service hours and making it easier for customers to submit a project through a new and improved customer portal. In March, Donan was awarded a Bronze Stevie Award in the area of Sales and Customer Service for Customer Service Department of the Year.
4. A focus on quality
All forensic reports are not created equal. It is increasingly likely that forensic reports will be scrutinized by opposing parties or during litigation. Having an effective quality assurance program in place is very important. Donan's project reports have strong conclusions backed by the findings of an experienced and qualified professional, and put through a stringent technical review completed by a professional with equal or greater qualifications. The firm has put forth continuous efforts to establish an effective, data-driven quality management system across its operations.
3. Rapid response. Anytime, anywhere
If Mother Nature has assured anything in the last decade, it's that the country will face an ever-changing and unpredictable current of catastrophes. Because many carriers provide coverage all across the country, it's important that the firms they call on for expertise are available to handle floods in the southeast, drought in the west, or tornadoes across the plains. Donan works to ensure their professionals have completed advanced training. Providing a network of professionals with experience and expertise in a wide range of perils is invaluable. Ensuring these same professionals are available to deploy no matter where disaster has struck is even more important. Donan's professionals are licensed in multiple states, allowing the forensic firm to quickly assemble and deploy a catastrophe-response team to assist in areas with high claim volumes.
2. Innovate and collaborate
To stay relevant, one must constantly innovate. As the country turns to quicker, easier, and smarter ways to do business, forensic firms that invest in technology and innovative tools will greatly benefit carriers. From an expansive UAV program to our military-grade robot Scio and client-centered innovations like the customer portal, Donan has long been known as the industry's innovative leader in forensic investigations. In addition to its own research and development, Donan continues to work with national carriers bother large and small to find innovative ways to meet their forensic needs.
1. Variety is the spice of forensic investigations
The needs of even a single claim often extend beyond the expertise of a sole professional. A full-service firm like Donan can often handle all of the forensic needs of the most basic or complex loss. With licensed engineers in a variety of disciplines, the largest component testing laboratory in the nation, and a qualified group of certified fire investigators and forensic technicians, Donan provides clients with a range of expertise that follows a claim from beginning to resolution.
It's the ability to handle any claim, anywhere, while ensuring excellent customer service, quality, and innovative applications, which sets industry leaders like Donan apart.
Kevin Abell is Donan's director of sales and client services.
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