Forensic restoration claims: What you don’t know could kill you

Forensic firms go to work after the crime scene investigators have finished their job. "The prime directive is safety for the workers and homeowners," said Jones. It's an industry that no one thinks about until they need it, making it very hard to market to any possible clients.

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This is the bedroom of an individual who suffered an unattended death. (Photo: Bio Sheen Services LLC)

The business of death

Jones explained that unattended deaths happen because people are cut off from their social circles. When someone dies, decomposition begins approximately four minutes after death. Professionals working in this field need experience in building construction and how the various components inter-relate, psychology for working with clients, and some knowledge of epidemiology to protect their workers and clients from unseen hazards.

In one scenario, Jones recounted what happened when an individual experienced an unattended death and remained undiscovered for weeks, surrounded only by his cats. Fly larva developed as the body decomposed, and the animals tracked cross-contamination from the death site all over the residence. In some cases, bodily fluids can leach into the flooring beneath the body. Suicides can create even more restoration issues that require specific care and training.

Related: Crime scene … do not cross

Jones also described what he called his "Stephen King" job. The victim, who worked at a very exclusive school, was a hoarder and had 13 dogs when she died in her home of natural causes. Two months after she died, the power company cut off the power, increasing the growth of microbials in the environment. Her dogs, left without food during this time, dined on her and each other. When first responders entered the premises, they also found 200 urns of dog ashes.

Situations like this require forensic restoration, which combines the scientific concepts of proper cleaning, disinfecting and restoration techniques.

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Maggots form at a crime scene after a body is left undiscovered for weeks. (Photo: Bio Sheen Services, LLC)

Standardizing industry practices

At this point in time, there are no standard processes for forensic restoration.

The Las Vegas-based Institute of Inspection and Cleaning Restoration Certification is currently working on its "S540 Crime Scene Clean Up Standard and Reference Guide for Trauma and Crime Scene Biological and Infectious Hazard Clean Up," which will address principles related to biological and infection hazards, as well as health and safety. It is being developed as an American National Standard following the procedures for the American National Standards Institute.

The Washington, D.C.-based Restoration Industry Association's environmental council is currently working on a guideline that can provide some direction for those working in this area, addressing topics such as gross cleaning, detail cleaning, disinfection, quality control, health and safety, and engineering controls. This document will not be recognized as an ANSI standard and is expected to go out for a second peer review in the next few weeks.

With mass casualty incidents on the rise because of terrorism and workplace violence, claims related to these incidents will likely increase.

"This is not water or fire restoration," said Jones. "It carries its own unique occupational hazards. There are things that will kill you as you're trying to clean them up and workers will carry these experiences with them for a long time."

Frequently, it's what you don't see that poses the real danger. "There are things you can't see on the surface," he explains. "Sometimes you can see visible contaminants. In this case we're doing microbial warfare. It's the hidden things that are invisible to the eye that will cause illness and death, like Ebola or C-diff. These are microbial enemies that jeopardize your health and life."

Jones identified experience, education and training as the factors that really separate true professionals from an individual who just took a two-day course, has a great website and thinks he's ready to handle a suicide or unattended death.

"We are caretakers of the human condition," said Jones. "We do that by making sure that people have healthy and safe environments after a traumatic loss."

Jones recommends that adjusters and policyholders carefully vet contractors before hiring them. Questions to ask contractors include:

• Do you have current certification numbers?
• Are your blood-borne pathogen cards up to date?
• How long have you been doing this type of work?
• What is your level of experience?
• Are you currently involved in the industry? Do you hold any professional memberships?
• Do you have insurance coverage? Are you bonded and insured?
• Do you offer testing and clearance after the job?

Pricing can be handled through unit pricing that encompasses the entire job: Training, supplies, removal, testing, personnel and the like, or line-item pricing where the contractor itemizes every expense associated with the project. Jones believes that unit pricing will become more of a trend in the industry where a flat, hourly fee includes all job costs.

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Bio-restoration contractors encounter a wide range of contamination situations that can endanger anyone exposed to the environment. (Photo: Bio Sheen Services LLC)

Playing it safe

Adjusters encountering claims involving a traumatic loss need to take special precautions to protect themselves as well.

Jones recommends using personal protective equipment, such as heavy rubber gloves, booties, and an N-100 respirator with eye protection to protect the eyes, nose and throat. "Have a bag to properly dispose of these items. You have to safeguard yourself and you don't want to cross contaminate anything if you can help it. And you don't want to carry any of this home with you," he added.

He said it is important to be aware that some adjusters will not be suited to go into these scenes. Some people can black out from sensory overload from the sights and smells encountered. "We can clean up anything except what goes into your mind," he cautioned.

Jones recommends talking to multiple vendors and asking about pricing and training. What will be covered will depend on how the policy is written. He also said adjusters should be wary of aggressive restoration companies or firms that claim to have been certified by the Occupational Safety and Health Administration. "OSHA doesn't certify anyone to do anything," Jones said. "You can be OSHA compliant, but there is no OSHA certification."

Jones will be speaking at the America's Claims Event (ACE) in Minneapolis this June, and will provide a much broader overview of what insurers should know about forensic restoration and how to keep their staffs safe on these types of claims. 

Related: Hoarding: The ultimate trash vs. treasure challenge

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Hear Jeff Jones speak on this topic at America's Claims Event (ACE), June 22-24 in Minneapolis, MN. From technology to customer service to fraud and litigation, this two-day networking and educational conference is designed for claims professionals. Register to attend and save $350.