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Each settlement/project will require different management and administration services. Clients may select on a cafeteria style from the areas of expertise offered by TCS. Ultimately the package of services offered by TCS will be 100% customized to match the client's needs.
Project/Settlement Planning
One of the greatest opportunities for an operationally successful claims processing program is to involve an experienced claims administrator up front. In this way the settlement document can be clearly written and the process itself can be designed by professionals who have first hand knowledge of the issues and the best way to resolve them.
Notice Programs
Working jointly with a specialist company with significant experience in class action notice programs, CPRC has managed significant programs in 1999, 2002 and 2005, and TCS handled the final notice in 2008 for CPRC. TCS is in a good place to develop and implement a notice program tailored to a specific client's need.
Call Center
A dedicated 800 number can be provided to service claimants under a settlement/project. The prompts on the telephone will route the calls to experienced claims handlers. The prompt will (i) inform the claimant of their ability to either go to a web site for the settlement agreement or to the TCS web site for a link, (ii) prompt the claimant to leave their name, address and e-mail address, if available, so that information including a claim form may be sent to them either hard copy or electronically, and (iii) prompt the claimant to speak to a claims representative if they have filed a claim and have a question.
Claims Handling and Contractor Allocation
Claims representatives (the majority of whom are licensed claims adjusters) are available to assist homeowners receive the relief for which they are eligible. The scope of work for the claims department depends upon the final claims process established, but the department can handle the establishment of the claim file for each homeowner with a unique identifying number, adjust for damages if appropriate, allocate and oversee contractor work, assist homeowners as the repairs are being carried out, approve contractor invoices once work is complete and overall control/oversee the whole process until the homeowner is satisfied or until all the obligations under the settlement agreement are met.
Initial Inspection
In the event that it is deemed appropriate to inspect a unit of any claimant for the purpose of verifying the claimant's claim, TCS will provide either one of its consultants or a third party inspector to perform that task.
Plumbing Contractor Scope of Work
TCS's management team and especially the in-house plumbing consultants have significant experience in developing a comprehensive scope of work for qualified plumbing contractors. A scope of work is critical to ensure quality and consistency in all work performed under the settlement agreement and should be in place from the very beginning.
Contractor Oversight and Compliance Inspections
In class action settlements and other major construction defect projects, the key to success lies with the completion of that project in a timely and cost-efficient manner with the contractor providing a quality job. TCS is in a position to provide contractor oversight and compliance review as the project develops. TCS will ensure that work is carried out according to settlement guidelines if appropriate and in compliance with the scope of work established at the beginning of the project. This element of work would involve a high level of customization.
Homeowner Satisfaction
Contractor oversight and compliance inspections ensure quality job completion. Beyond that, it is imperative that the homeowner/class member is satisfied with the job performed. TCS goes above and beyond to ensure such satisfaction, and will interface with individuals on a case by case basis.
Claim Tracking, Database Management, and Financial Reporting
The TCS Claim Tracking and Financial Reporting Systems for Cox vs. Shell were created in house. TCS still has that capacity with its key staff to develop an appropriate claims tracking system along with database management capabilities and extensive financial reporting.
Approval of Contractor Invoices and Payment
The highly qualified claims examiners in place can review and approve invoices from contractors based upon compliance with the settlement agreement or bids approved. The TCS accounting team can process the payment and the charge can be recorded on an individual claim file for reporting purposes. Other homeowner reimbursements can be made in the same way if required under the agreement.
Appeals Process
If Homeowners believe that they are entitled to additional relief than awarded by the TCS Claims Director, they may file an appeal with the TCS Appeals committee which is comprised of the Senior Management of TCS. The Appeals Committee decision is final.