First Notice of Loss

2/4/2022 (Permalink)

I'm thinking it may be interesting to know the process here at SERVPRO of High Point when we receive a water damage call, or a call for any of our services for that matter.

We take turns here answering the phone but the responsibility for most of the calls rests with Marianna. She is excellent with the customers and is very thorough when filling out the FNOL form - First Notice Of Loss. This form is utilized when taking any new call.

It requires that basic information be documented like Name, phone, email, if the customer is the same as the caller or if the caller is a tenant/occupant. We also try and ask how they heard about us so we can follow up with our marketing team.

Then there's the loss address, details of the loss, type and cause of loss, when the loss occurred, and what specific circumstances were in play when the loss happened.

Is there standing water? Is water available? Is electricity available? Has the source been stopped? Is there visible mold? What type of structure? Was flooring affected and what type of flooring is it? What actual areas were affected? Crawlspace, ceiling, walls, attic, contents? And is the job a self pay or an insurance job? It is important to get all the insurance information during this first contact as well. Insurance company name, claim #, deductible amount, and name/phone number of adjuster.

There is a small area on the bottom right side of the form that says "Loss Notes". This gives Marianna a chance to ask what exactly happened in the loss. This is key as the technicians focus on this area to understand what equipment etc. is needed for the job.

It is important to catch as much of this information as possible. Water losses can be very frustrating for the customer and asking thorough questions not only shows empathy, but also helps all involved to be on the same page.