Surprises You Can Do Without

by Mark Goldwich

Image courtesy of commons.wikimedia.org

Being a fan of Weather.com, I was noticing that even though it is not making national news – whatwith the first presidential debate and Charlotte riots and all – there continues to be bad weather wreaking havoc in parts of the country you might not normally think about. Deadly flooding in Iowa, Minnesota and Wisconsin, and tornados in Indiana and Utah, seem to happen with little warning,  leaving death and destruction in their path which will be remembered for years to come.

This is happening almost a month after Florida saw damage from the first hurricane to hit the state in eleven years. Hurricane Hermine did not come out of nowhere, but as hurricanes go, it developed rather quickly, going from a depression to a category 1 hurricane within 24 hours of making landfall. Typically, these depressions are tracked for weeks, with courses predicted and severity estimated in plenty of time to allow for preparation or evacuation. That didn’t happen this time, but fortunately, Hermine wasn’t a very powerful storm, and it moved through the state and was on its way relatively quickly, so damage was not nearly severe as it could have been.

As is typical of many lower level hurricanes, most of the damage resulted from flooding, not from the powerful winds hurricanes are known for. And much of the wind damage occurred when trees, planted too close to structures, and allowed to grow untrimmed, were toppled onto homes, cars, and other property. Sometimes, people are in those homes, making for a dangerous and frightening experience. The same holds true for people trapped in homes by fast-rising waters or flash floods, given no time to escape. Regardless of the nature of the damage, once the wind has stopped blowing or water recedes, there is another frightening experience awaiting those trying to put their lives back together. We hear about it every time an event like this happens.

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Just last week I heard from someone who had a very large oak tree land on their home after Hurricane Hermine coasted through the state capitol of Tallahassee. It wasn’t even their tree – it was their neighbor’s – but it was big enough to crush a number of roof trusses on their home which allowed water to run into their attic. It also smashed a skylight, and a kitchen vent, allowing more water into their home. They placed buckets about to catch the water streaming into the house, and spent most of the night emptyin
g the buckets as they filled up with water. Before too long, insulation in the attic got so heavy from all the water, that the ceiling collapsed onto the floor. Luckily, no one was hurt, but their home was a mess.

They promptly called their insurance company first thing in the morning to report the loss. Their carrier put them at ease, telling them a “preferred vendor” would be out to take the tree off the house and begin to clean up the mess. And sure enough, an hour later they received a call from a restoration company. This particular restoration company is nationally recognized in the insurance industry, but many people have not heard of them because they do not advertise as much as other companies. It seems they don’t need to, since insurance companies so regularly refer them to policyholders who need emergency restoration work.

This may sound innocent enough, but we have found that having this special relationship between the insurance company and the emergency restoration company can be very good for all parties, except for the policyholder – the one that is in dire need. The restoration company gets work handed to them on a very regular basis, saving potentially millions in advertising nationally every year.  By getting to the job site first, this company has gotten extremely proficient at selling themselves to the policyholder to complete all the needed restoration work, especially since they already seem to have the approval and blessings of the insurance company. This nets them even more money than the emergency work they were initially called out for.

And what does the insurance company get? They get a nationally branded contractor that will respond to their requests for assistance at a moment’s notice, and local managers with whom they develop long-term relationships. They also get preferential treatment, even compared to the homeowner for whom the work is being done. After all, it is the insurance company that pays the restoration company, not the homeowner. It is only natural then, that the relationship between the insurance company and the restoration company can result in blurring the loyalty lines. Remember, they want that flow of claims to keep streaming into their pipeline, so if they have to jump through a few extra hoops, or make less money on a job here or there to keep their “partner” happy, that’s what they are going to do, even if it comes at the expense of the policyholder.

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So in this case, the insurance company’s preferred restoration company was on the site within a few hours of the homeowner’s call. As discussed with the insurance company, the tree was cut up, the mess dealt with, and a tarp was placed on the roof to prevent more water from entering until the reconstruction could begin. Then they began to work their magic, explaining to the homeowner that they were the insurance companies preferred contractor, and that they would write up a complete estimate for all of the damages and reconstruction estimates. They said they would help take care of everything, including helping the family relocate while the work was being done, not to mention meeting with the insurance adjuster to agree on the estimate. Within days, the insurance adjuster and the preferred vendor met, just as planned, and the adjuster told the contractor, “send me your estimate”. It all seemed to be going according to plan.

But the next day, the contractor came out again with an engineer to confirm the damages and begin the permitting process. And while they were there, the contractor first asked the homeowner to sign what is called a “work authorization”. This allows the contractor to access the property and work on the repairs – basically, hiring the contractor even though no estimate was done. While many people might not be familiar with this form, this particular homeowner was (since he himself is a contractor), and he knew this was not necessary in order for the contractor to provide the insurance company with an estimate. It was clear the contractor was not happy, and the request became more firm, with the contractor saying the form was needed for the contractor to send the estimate. The homeowner refused, and the contractor left in a huff. That was a few weeks ago, and as far as he can tell, no estimate from the preferred contractor was ever sent to the insurance company.

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A week later the insurance company then sent their own adjuster’s estimate, but it was woefully lacking. This comes as no surprise to me, and in my opinion, it is simply a strategy to coerce the homeowner into hiring the preferred contractor, in hopes of getting the process back on track.  By this, I mean the track desired by the insurance company and their contractor. Now it is our turn get this claim back on track for the policyholder, and that is exactly what I intend to do.

In the wake of such catastrophes, it is easy to see how people would be vulnerable in a time of calamity. They are desperate to have the damage repaired so they can get on with their lives. The thought of an insurance company working in concert with a contractor to take advantage of a policyholder that has paid a lot of hard-earned dollars for the promise of being treated fairly, is hard to believe. Still, based on my decades of experience, I’m afraid it might be the rule rather than the exception, and this example certainly seems to support my suspicions. After weathering the storm you need to be strong, and especially vigilant before signing anything. For those who know, help is just a phone call or keystroke away. And since being forewarned is forearmed, now you know.

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.        

The Delay is in the Details

by Mark Goldwich

Image courtesy of flickr.com

To begin to understand how and why insurance claims can sometimes drag on way too long, it is important to start by understanding the key players. Insurance companies employ representatives who answer policyholder phone calls (but lack the experience or authority to do anything about it), various claim representatives/adjusters (field, office, staff, independent, examiners) of differing experience levels, as well as experts (contractors, consultants, engineers, attorneys) to help determine how a particular claim is to be handled.

The call representatives are in an office full of cubicles, all of them are connected to a computer by a headset, which reports to supervisors the number of calls taken, the average call time, the average wait time, the number of breaks taken, and other factors that determine compensation or even continued employment. The supervisors can also "listen in" on random or selected calls to grade the call rep. You know, for "quality control purposes". I'll agree with the "control" part of that.

Image courtesy of commons.wikimedia.org

The field adjusters go to the property and take photos, diagrams, measurements, and collect other information about the claim to report back to a claim examiner or  manager with their estimate of the damages. Sometimes they set their own schedule, and sometimes they have their appointments scheduled for them by other representatives in the office. Either way, they are usually kept very busy.

As you might imagine, insurance companies do not like paying for idle time. They get to the property, where the owner wants to describe everything, go into detail about how the loss occurred, what they did, the origins of the property damaged - and the adjusters just want the basic facts so they can get to their next appointment. Many of these field adjusters, being independent adjusters, are paid based on the amount of the claim, or the number of claims handled, not on the time they spend listening to the policyholder.

The examiner is typically the one that decides (often with the help of a manager) how much is going to be paid, if anything. Many times, the examiner has less field experience than the field adjuster that was actually at the property.  Regardless, it is the examiner that usually makes the final call on coverage and payment. And keep in mind, unlike many of the field adjusters, the office examiners generally do not get paid based on the number or size of the claims, but on a salary, no matter how many claims, or what size claims, they review. In many cases, the examiner believes a more expert opinion is needed before they will "sign off" on the claim, so they assign this task to whomever they believe can help (contractor, consultant, engineer, attorney, etc.).

So, a representative sets an appointment, a field adjuster gets the claim filed and then passes the estimate to the often overworked and all too often inexperienced examinerAfter this, the examiner may hand the file off to yet someone else. Remember, these examiners are usually reviewing the files of multiple field adjusters who are all trying to crank out files for payment as fast as possible. This can result in a new stack of files being delivered to the examiner daily. All of these tasks take time, and the insurance company has plenty of time, and plenty of claims. You, on the other hand, have only one claim, and only one life to live (more about that later).

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And that is where they sometimes get you. They know, after decades of practice, and millions of claims, that if they can delay policyholders long enough, a great many will just give up. There’s an old saying, “Don’t go away mad, just go away.” I am 100% convinced that insurance companies thrive on this approach to claims processing. They don’t want you to be mad enough to file a complaint or hire an attorney, but they want you to give up without getting paid in full, if at all. It can be something of a balancing act, but one they have gotten very good at with lots of practice, trial and error, not to mention input from consulting companies.

And if you still refuse to give up (probably because you have hired a public adjuster, attorney, or both) – and only a small percentage of people do this – the insurance companies are sometimes able to drag the claim out so long, the policyholder actually dies before the claim can be paid. No kidding. I have seen multiple policyholders pass away before getting their claims paid. But I want to emphasize, our policyholder’s claims do get paid. When I think about all the other people who died  before their claims are paid each year, I picture a motivational sign on the wall in the insurance office that reads, “Dead people rarely hire attorneys.” A bit cynical, perhaps, but if you have seen what I have seen, you would understand completely.

Keep in mind, professionals like myself are always available to answer any questions you have at any stage of the claim process.  We're happy to speak to other groups you belong to, at no charge. I constantly find people are quite surprised when I tell them there is no charge to come to their property, review their claim, go over documentation, and consult with them on the available options. This can also include an offer to visit their office to educate their staff on insurance issues. “Sounds too good to be true” they say. That’s OK, it makes them that much happier when we follow through on what we say, and deliver results.

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.        

When the World Comes Tumbling Down

by Mark Goldwich

Image courtesy of en.wikipedia.org

By now most everyone has seen the terrible images from central Italy, where a magnitude-6.2 earthquake struck in the middle of the night earlier this week. Small towns substantially damaged, hundreds of casualties, and many more wounded. While there have been some dramatic rescues, including a girl about 8 years old that was pulled out of rubble the day after the quake, at least 250 lives were lost. Compounding matters were the fact that the earthquake struck at night when most people were inside and sleeping, in buildings that were not specifically built to withstand this type of stress. Add to this the fact that at least one of the areas was busy with tourists, and this makes it difficult to accurately know how many people are still missing.

Image courtesy of commons.wilimedia.org

It is scenes like these that should cause people to take account, not only of all that they have, but of all that could be lost, from loved ones, to property, belongings, pets, if a sudden disaster were to strike without warning. It seems so distant when it comes to us via cable news from half way arount tha world, but events like this happen all too often. Right now there are wildfires burning out of control in California, incinerating homes and leaving virtually nothing behind.  There are floods devastating entire neighborhoods, and storms brewing in the Atlantic. All of these have, can, or will bring heartbreak and loss to hundreds or even thousands of people.  Yet there is only so much that can be done about it (and even less to prevent it).

In Italy, it is still very early on in the aftermath of the earthquake. I am sure there will be much discussion (and finger pointing) revolving around the construction methods, design, and engineering of the buildings that were destroyed. Hopefully, they can move past that point and quickly develop consensus on how these buildings will be repaired or replaced. Improved construction materials, methods, design, permitting and inspections can greatly impact the ability of structures to withstand whatever nature has in store.

Image courtesy of en.wikipedia.org

No matter the type of disaster, there are things that can be done to increase your chances for survival. For example, you can carefully research and choose where you live. In insurance terms, this is called risk avoidance. Terrified of tremors? Don’t live on or near a fault. Have a fear of fires? Avoid wildfire-prone areas. Scared of cyclones? Don’t reside in areas known as “tornado alley”. Frightened of floods? Pick a home on elevated grounds and far from large bodies of water. Harried by hurricanes? Move far inland, but hopefully not near a fault line, tinder-dry canyon, low-lying riverbank, or tornado area.

Let’s face it, no matter we live, we face some risk of widespread damage by a catastrophic event. The next consideration is to accept the possibility of loss, but to take steps to reduce the potential impact on your way of life. The applicable insurance term for this is risk transfer. Typically, this involves buying the appropriate insurance, and thereby transferring the financial risk from you, to the insurance company.

Impace windows courtesy of HomeRute

Along the way, you can do other things, like being sure your home is built to withstand various calamities as best as you are able. If you live in areas prone to storms, spend a few extra dollars to have wind resistant windows installed.  If in a low-lying area, homes on raised pilings are a plus. And of course, homes built to withstand earthquakes would be preferred if you live in areas that periodically experience earth tremors.

And finally, you need to take steps to minimize loss of life. Besides the steps mentioned above, this would include anything from living in areas known for early warning systems, well planned escape routes, and responsible civil authorities, to developing your own plans for escape (which should certainly include heeding evacuation calls), communication, regrouping, and subsistence, as well as having a well built and well stocked basement or storm shelter. Plans for all types of disasters abound freely on the internet, so it would be senseless not to take advantage.

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Nobody can guarantee a life free of natural catastrophes, but there are plenty of things you can do to reduce the likelihood, degree of impact, and overall consequences, no matter what Mother Nature has in store for you. Please keep our friends in Italy, and in Louisiana, and Colorado, in your thoughts and prayers and be proactive before the world comes tumbling down around you. 

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim. 

Your Vacation Checklist

by Mark Goldwich

Image courtesy of pixabay.com

Summer break is nearly over, but vacations happen year round, so it is never too late (or too early) to learn a thing or two that could really come in handy should disaster strike while you are away, from the perspective of an insurance claims professional.

First, be sure you have insurance to begin with, and that it is the right insurance for you and your property, with the right coverages, endorsements, and deductible. Whether you are going on vacation or not, you should meet with your insurance agent yearly, or you should review your policy carefully if you don’t have an agent. Why? As you might imagine, insurance policies differ from company to company, and each insurance company may also have policies that differ. Some policies are actual cash value only, meaning they will deduct for depreciation in the event of a loss, while other policies are replacement cost value, meaning they will not deduct for depreciation, but fully pay whatever it costs to replace what you had that was damaged, lost,  or destroyed. Even this is not consistent, in that some policies say they are replacement cost, but will only pay the full replacement value if you replace the item, and they will not pay actual cash value until or unless you actually replace the property first.

Image courtesy of pexels.com

Another consideration that needs to be made when researching insurance options is what I call “internal limits”. Most people understand their policies have overall policy limits for which their property is covered, like a limit for all items related to the structure, and another limit for all of their personal belongings.  However, some don’t realize there are usually internal or sub-limits for items, usually for personal property. For example, all your personal property may be insured for $50,000, but your policy may have multiple sub-limits for items like jewelry, cash, antiques, camera equipment, business property, stamps, firearms, silverware and goldware, watercraft, trailers, expensive rugs or tapestries, and even computers. Sometimes these limits apply only if the property is damaged under certain circumstances (like theft), and sometimes these limits apply regardless of what caused the damage.

In short, it’s important to have an idea of what these limits and circumstances are, and whether or not you can buy additional insurance to cover your property. Oftentimes you can, but unless you know what the limits are, how can you know whether you need to buy more insurance or a better policy? Early in my career as an insurance company adjuster, an associate and I inspected a claim for a theft loss that highlights this well. As we interviewed the homeowner, he explained that while he was out of town, thieves broke into his home and stole a number of items, including jewelry, cash, and designer clothing from his wife’s boutique. Other items were stolen and damaged as well, but the items listed above were all subject to relatively low internal limits.

The cash limit was $200, the jewelry limit was $2,500, and the limit for clothing used in his wife’s

Image courtesy of pixabay.com

business was $1,000. Normally, this wouldn’t be so dramatic, but in this case, the amounts he was claiming were extraordinarily high. You see, he was claiming the amount of cash stolen exceeded $200,000, the amount of jewelry exceeded $100,000, and the clothing exceeded $50,000 in value. We were shocked, he could probably sense in our questions that we doubted his story, but he assured us he could document and prove all the items and quantities being claimed. He even noted the money was still in the U.S. Marshall’s bags from when the money was recently returned to him. A strange claim, indeed! And to say he was upset about the shortcomings of his policy sub-limits would be an understatement – I was glad to make it back to the office alive! No doubt most people will never experience a loss of this magnitude, but it well illustrates the point of internal policy sub-limits, and the importance of being familiar with those in your policies.

And for similar reasons, it is crucial to have at least a basic understanding of all other aspects of the policy. Without this basic knowledge, it is impossible to know whether or not you have the right policy and endorsements for your needs. Once you are confident of your policy, you can be a bit more at ease when you leave for vacation.

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But just having the right policy is not enough. You need to have a plan as well. This can include how to prepare your home to make it less attractive to thieves, to be less susceptible to electrical and plumbing losses, and general life and home protection ideas, including a contact list to use in the event of some disaster, and a step by step strategy for beginning to deal with the claim remotely. I actually found some very good ideas and tips on insurance websites for www.Nationwide.com and www.Travelers.com (hey, just because I don’t trust those guys to help you after a loss doesn’t mean I won’t recognize any of their good works).

With a comfortable knowledge of your policy, a plan in place, and your home prepared, it’s time to pack your bags and enjoy your trip!

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim. 

What Are They Up to Now?

by Mark Goldwich

With a title like, “What are they up to now?”, you might think I’m writing about my kids, the presidential candidates, politicians in general, or some other high-profile group. What I’m talking about in today's blog are Insurance Companies. You see, earlier this week I attended a two-day conference presented by the Florida Association of Public Insurance Adjusters. The conference is billed as an educational and networking event designed to improve our skill sets, become better at what we do, and network with other industry professionals.

Image courtesy of Pixabay.com

One of the main takeaways from the conference was learning about significant trends in insurance industry tactics and strategies. These strategies are usually marketed as “consumer protections”, which also just happen to help insurance companies stuff billions more into their collective coffers. A happy coincidence, I’m sure (that’s sarcasm, for those of you who are unfamiliar with my writing style). Those of us whose job it is to protect the insured from their own insurance companies, see these tactics and strategies for what they really are, profit boosters.

Rather than bore everyone with all of the topics discussed, I’m going to focus on one key strategy, “Repair Cost Control”, which I will separate into two popular methods, “Managed Repair” and “Our Option”.

The idea behind “Repair Cost Control” is fairly straightforward – if the insurance companies can exert greater control over the repair process, repair costs will decrease, and profits will increase. They will naturally argue that reduced costs and increased profits translate into lower premiums, but just ask yourself when was the last time your insurance premiums were significantly reduced, despite the fact that your coverages were significantly reduced? Answer: You’re kidding me, right?

To gain even greater control over repair costs, as if having professional adjusters, estimating programs created with insurance industry input, and a host of repair professionals and attorneys at their disposal was not enough, the insurance companies have come up with “Managed Repair” (sometimes referred to as “Managed Care” to make it sound more benevolent), and “Our Option” (which could more accurately be renamed as, “Butt out, this claim is none of your business!”).

Under the “Managed Repair” process, the insurance company “guides” insurance victims to hire contractors who are “preferred vendors” that have special relationships with the insurance company,

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rather than contractors of the property owner’s choosing. You can imagine how lucrative it could be for a contractor to enjoy such favored status. A large insurance company could provide so much work that the contractor could all but eliminate their marketing budget, which previously could have been tens of thousands of dollars each and every month. Gone! That doesn’t sound so bad, especially for the contractor and the insurance company. But think about it – the contractor gets the claim job “gifted” to them from the insurance company, and gets direction from the insurance company's adjuster.  This includes coverages, limits, and exclusions, which are all outside the scope of the contractor’s job, both realistically and legally, and the contractor gets included on claim payments, rather than getting paid by the insured property owner. Is it any wonder these contractors tend to forget they are working for the property owner, and tend to feel they are really working for the insurance company?

And what happens when the work done by a “Managed Repair” contractor is good enough for the insurance company, but not satisfactory to the property owner? “No problem,” the insurance company says, “you signed a contract with the contractor, so it is your responsibility to deal with them.” Nice!

And what of this “Our Option” mentioned as an alternative to “Managed Repair”. In my opinion, it’s even worse. Most property insurance policies have an “Our Option” clause that basically says, “we may elect to repair or replace the damaged property with a contractor of our choice.” Most insurance companies interpret that to mean that they can buy contractors, or enter agreements with contractors, so that if the insurance company agrees a loss is covered, they pay the contractor directly for the repairs, and the insured has no voice in the repair of their own property (usually, their home).

Think about that. The insurance company can literally own the construction company, or employ the contractors, and if the insurance company agrees to pay the claim, they pay themselves, instead of paying you. Talk about keeping it in the family! If someone can explain how that is not a clear conflict of interest, well, you’d be the first person to explain that. But, so far as we can tell, no state agency has even thought to ask that question, let alone demand an answer to it.

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So, what’s a property owner to do in light of these trending strategies that remove you from the process while growing insurance company profits? First, you need to know that these strategies exist, and how they work. Done! Next, you need to decide whether you want to believe the insurance company is doing this in your best interests and go along with the plan, or if you want to maintain control over who repairs your property, how they repair it, and with what workers and materials. If the latter, you need to know your rights, and be willing to fight for your rights (otherwise, you will probably lose those rights).

I hope I was able to bring to light, in an easily understandable way, a couple strategies trending with insurance companies that we as insurance consumer advocates recognize are detrimental to property owners, and primarily serve to benefit insurance companies. Feel free to research the topics on your own, and learn how to protect yourself.

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.

How to Write Your Way To Celebrity (Maybe)

by Mark Goldwich

Back in 2005, about a year into my new career as a Public Adjuster, I was telling my wife’s boss “war stories” about claims I was handling in the Florida Panhandle following Hurricane Ivan. After hearing me recount how adjusters would miss appointments without as much as a phone call, write horribly low estimates one after the other, attempt to deny items that were clearly covered by the policy…not to mention the delays! One delay after another, month after agonizing month. It was unbelievable, yet I could recite the details for what seemed like hours on end.

My wife’s boss, a motivational speaker and author of multiple books who goes simply by “Pegine”, stopped me mid-sentence and said, “Is this true? Do the insurance companies really do these things?” Absolutely, I told her. After all, I wasn’t just repeating what I heard from someone else, I was talking about actual claims I was personally working on. These things were really happening, and on a regular basis. While it was not how I was taught as a company adjuster, I quickly saw it as the status quo, especially after a catastrophe. But she was completely beside herself, and emphatically told me, “You need to write a book – people need to know this!”

“Besides,” she explained, “writing a book is a great way to set yourself apart from your competition, and increase your credibility as an expert in your field.” I reminded her I was not a writer, I was an insurance adjuster. But she didn’t seem to care. Her mind was made up. She told me about a “ghostwriter” friend of hers, and explained how it all worked. I would tell the stories, he would make them print-worthy, and the public would be made aware – both, of what the insurance companies were up to, and who could help them level the playing field. It was a win-win-win situation.

So for the next several months, as I made the 5-hour drive from Jacksonville to Pensacola Beach, and back again every week or so, I would dictate my stories into a micro-cassette recorder (this was years before voice-to-text smart phones), and pop them in the mail to the “writer”. He would then clean it up, create an order for it all, as well as teach me things about writing and publishing I had no idea about. He helped me find a graphic designer for the cover (who also created my logo and designed my website), and an on-line self-publisher to print the books (the first edition, anyway).

Initially, the book was going to be a “pocket book”, small and thin, 80 pages tops, with just enough information to raise awareness and promote myself as an expert in the field of property insurance claims. But as the months went on, I found more and more information “needed” to be included, and more and more “stories” were naturally generated as I continued to beat insurance companies at their own game. The book grew in both size and thickness, from 5”x7” and under 80 pages, to 6”x9” and over 125 pages.

In 2006, “UNCOVERED – What REALLY Happens After The Storm, Flood, Earthquake or Fire” was born! I was very proud to be a published author, less than three years into my new business venture. I hired a publicist to let the world know about the book by sending press releases, and waited for the media to call. Don’t laugh. No, I didn’t get a lot of media attention, and the books weren’t exactly flying off the shelves of bookstores, but I did make it on a local news station’s “Hurricane Special”, as well as a morning TV show, the local paper and business journal, and some radio shows (local and national). I sold a few books here and there, but mainly gave them away as door prizes during networking events, or to clients, prospects, or strategic alliances. My point here is, don’t think you are going to make a great living selling books, and be able to retire early from the career you wrote the book to promote in the first place. Just accept the fact that you are not going to be selling a ton of books, and focus on using the books to promote your business (and/or yourself).

But the book really does help. It has now been about 8 years since I wrote my first book, and people are still impressed that I wrote a book. I’ve had a client tell me the deciding factor for her hiring me over a competitor was because I wrote the book (which I gave to her when she asked me to “interview” for the claim she needed help with). The claim turned out to be a big success. She recovered many tens of thousands more than her insurance company initially offered, and I received a sizeable commission fee – plus she did a great testimonial video for me. Thanks to that one book, that one claim paid for everything that went into writing and publishing the 2,000 initial copies of my book. Talk about a great return on investment!

No, my book did not make me a celebrity, and it did not make me rich. But it does lend credibility to me and my business, it sets me apart, and all these years later, it still offers the opportunity to promote my business. And that is not to say your book will not do so much more for you. Besides, you might be surprised at how much you can learn about yourself, your business, your industry, and your competition, by going through the book-writing process.

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.  

Time to Break Out the Shovel

by Mark Goldwich

Image courtesy of pixabay.com

I’ve been seeing a lot of shoveling lately. Waves of major winter storm systems bring millions of tons

of snow, blanketing streets, cities, and even entire states. With news reports and headlines calling for “Snowmageddon” and “Snowpocalypse”, followed by images of snowplows, snowblowers, and plenty of snow shovels, the piles of snow seem to be never-ending.

“So how does insurance fit in with all the snow?” you might be asking. Actually, there are two ways.

Image courtesy of flickr.com

First, all that snow (and ice) causes extraordinary amounts of property damage in the form of auto accidents, trees and power lines downed by the weight of ice and snow, frozen pipes that rupture and cause extensive water damage, ice dams create roof leaks, the weight of ice and snow can actually collapse roofs, and so much melting snow causes flooding – I actually saw a 5 foot high ice flow move down a New Jersey street.

And secondly, the heaping mounds of snow is analogous to the mountains of red tape, hoops, delays and other slush insurance companies use to drown insurance victims in their time of need.

Water (that stuff snow eventually turns into) is one of the most powerful and destructive forces on earth (think Grand Canyon, Niagara Falls, and glaciers). I know it seems fairly harmless when portrayed as fluffy little flakes floating down from the heavens, but in accumulations large enough, and depending on variations in temperature, snow melts into water, freezes to ice, and melts into water again.

image courtesy of en.wikipedia.org

In the air, the thawing and freezing cycle can produce damaging hail. On roofs, this thawing and freezing can produce ice dams, allowing water to penetrate roof systems. Sometimes this damages the roof itself as well as the interior of the structure, and sometimes only damaging the interior, while leaving no trace whatsoever on the roof.  This makes for an interesting “who-done-it” for insurance adjusters – after all, without proof, why should they believe the damage was caused by an ice dam, and not simply a matter of “wear and tear”?  In pipes, the cycle is usually reversed – first freezing, and then thawing, which can inundate an entire home (just don’t call it “a flood” as that is not covered unless it meets the definition of “flood”, and you actually have a flood insurance policy). And outside on the ground, this thawing and freezing and thawing again cycle can lead to actual flooding, sometimes including large chunks of ice and accumulated debris rushing along in a torrent, destroying pretty much anything in it’s path.

By now you get the idea. Water can be very destructive, even when it starts out gently. And after you plow, dig, blow, and shovel your way out from the snow, you should also be prepared to shovel your way out from the ensuing insurance claim.

As I alluded to earlier, snow, ice, and water can be tricky substances. Think of all the riddles involving water in its various properties:

- Power enough to smash ships and crush roofs. Yet it still must fear the sun. (Ice)

- This old one runs forever, but never moves at all. No lungs nor throat, but still a mighty roaring call. (waterfall)

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Because water can take on 3 physical properties (solid, liquid, and gas) in relatively short order, it can appear to be here one day, and gone the next. So unless you have photos of it, it’s very existence can be difficult to prove (especially if the one you are trying to prove it to is not inclined to believe you to begin with).

As you might imagine, some insurance adjusters might use the elusiveness of water to minimize your claim of damages. Hailstones beating down on your roof like 10 million marbles (or golf balls) are almost always gone long before an adjuster ever sets foot on your roof. Depending on the size of the hail, the damage can be anything from excessive loss of roofing granules (tiny bits of “rock”) which protect the water-shedding shingle matting, to bruising of the shingle matting, to actual holes in the shingles. Naturally, the less obvious the damage, the more an adjuster may resist paying.

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In the case of frozen pipe claims, many policies have exclusionary clauses requiring property owners to maintain sufficient heat at all times, or to drain the entire plumbing system. For some adjusters, the simple fact that you suffered a frozen pipe is evidence enough that you failed to perform your duties.

And as indicated above, in the case of ice dams, adjusters can claim there is no evidence to prove there ever was an ice dam (since it melted away). They could also claim the roof workmanship or maintenance was faulty. Think about it, exclusions weren’t put into insurance policies to be ignored. They are there to be used. And some like using them more than others. Even if they agree to pay for the inside water damage, they may not agree to pay for damage done to the roofing system when ice built up and crept ever-higher under shingles, causing creases, removing granules, or loosening nails.

Just be ready to dig yourself out from under a drift of insurance legalese, skeptical adjusters, and carrier-dependent engineers. Or, you may want to consider hiring an experienced consumer advocate. Like a dependable snow shovel, we can plow the way for your return to normalcy.

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.  

How the Grinches Steal Christmas

by Mark Goldwich

 The sad reality is that thousands of grinches steal thousands of Christmases, every single year. They always have, and they always will. It is very unfortunate when it happens to others, and devastating when it happens to you. I’m going to try to point out the ways I have personally seen this happen in my career as an insurance adjuster, and some ways you can either reduce the risk of this happening to you, or at least ways to minimize your losses should it happen despite your best efforts.

Image courtesy of keith-quintanilla.deviantart.com

When can grinches strike? Anytime from when you are shopping for gifts, to after they are given. Thieves know the malls are full of people with extra cash and valuable gifts walking around, often distracted by sights, sounds, and smells (invariably,cinnamon). You can be targeted by pick-pockets if you are not careful, or people who are quick to snatch up a package being set down for a second, or those who will grab things right out of your arms. There are also those who scour parking lots looking for easy targets loaded with bags and boxes. A common ploy is to watch someone load up their car trunk full of gifts and return to the mall for more shopping. There’s more than one way to get into the trunk or car, and off they go with your goodies – receipts and all!

From the mall, you can be followed home (or to your next destination) for another chance to abscond with the gifts before you get them in the home, or they can simply make note of the address and return another time. And since most homes have new purchases under the trees this time of year, it is not difficult to look in windows and see which homes make the best targets. Or, thieves can even wait until after Christmas, and drive around looking at all the empty boxes being left at the curb, too large for trash cans.

I have handled all kinds of these holiday theft claims over the years, and it is always sad when someone loses all their presents (or their family’s presents). And as an adjuster, I also know they are probably not getting the claim paid before the New Year, and not until long after their Christmas has been ruined.

Image courtesy of makinbacon.hubpages.com

So what’s the best ways to stop these grinches from stealing your Christmas? Common sense, mostly. First, know that the threat is out there. That alone will make you more aware of your surroundings when you are walking around the mall, or in stores. Consider purchasing gifts with credit cards, especially those that offer theft insurance protection. You will not only document your purchase this way, but you may get reimbursed easier than going to your insurance company, and without as large a deductible.

If you need to drop off gifts at the car and go back for more, I recommend getting in the car after placing the gifts in the trunk, and then driving around to the other side of the mall, so it looks like you are just arriving to shop. When you are leaving the mall for home, beware of cars following you, and drive past your home and go around the block, then double back to see if anyone is following.

Once home, be aware of anyone watching you bring presents inside, and don’t leave the car unattended or out of sight for any length of time. Close your trunk and lock your doors every time you have to take a load of gifts into the house. In the home, be sure to lock all doors and windows, and use an alarm if you have one. Take pictures of the gifts before they are wrapped, and make copies of your receipts, just in case. After Christmas, don’t put empty gift boxes at the curb – take and dispose of them somewhere else, or cut them up so they can fit inside your garbage cans. All of these things can reduce the size of the target, and since not everyone will do this, people other than you will likely present an easier target for crooks looking for the surest victims.

Image courtesy of flickr.com

And if despite all your care, a grinch makes off with your Jing Tinglers, Flu Floopers, your Tar Tinkers and Who Hoovers, just know if you can document what you purchased, and that it was stolen, your insurance claim will go that much easier. Call the police right away, and give them a complete list of everything stolen (if they don’t get everything listed right away, be sure to provide them with a supplemental list that includes absolutely everything).

Adjusters hear stories every year of people using Christmas bonuses (cash, of course) to buy expensive items that are well above their means, with no proof of purchase whatsoever. Because of this, they expect people will throw in a few extra items from their “wish list”, even if they did really suffer a holiday theft, and they may be extra suspicious when it comes to paying these types of claims. Oftentimes these cynical and callous adjusters seem as cold-hearted as the grinch that actually stole the gifts. The better you can document your claim (receipts, invoices, credit card statements, photos, police report, etc.), the faster your claim should be settled, with as little hassle as possible.

Image courtesy of www.blu-raydefinition.com

Like it or not, the grinches are out there, and we may not be able to stop them all by singing a heartwarming (and3-times heart-growing) rendition of The Who Song (Fahoo Fores, Dahoo Dores), but we can take a number of steps to reduce our chances of falling victim, and if it happens anyway, learn ways to make the recovery process go smoother. Welcome Christmas, one and all.

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.  

Security Threat Level Orange

By Mark Goldwich

If there is one thing in the news lately, it is security. Security threats, security risks, security leaks, heightened security, cyber security, security vetting procedures…you get the point.

While I’m not going to get into a discussion of international security or terrorism here, I thought this might be a good time to offer some basic tips and suggestions on personal and business security, whether at the home, at the office, or online.

Here are some helpful tips for personal and residential security from the US Department of State (www.state.gov):

Residential security is a critical component of any personal security program. The following guidelines should be used in reviewing your residential security. 

   All entrances, including service doors and gates, should have quality locks--preferably deadbolt. Check your:

Image courtesy of en.wikipedia.org

·         Front Door                                               

·         Rear Door

·         Garage Door(s)

·         Service Door(s)

·         Patio Door

·         Sliding Glass Door

·         Gate

·         Swimming Pool Gate

·         Guest House Door(s). 

·         Don't leave keys "hidden" outside the home. Leave an extra key with a trusted neighbor or colleague. 

·         Keep doors locked even when you or family members are at home. 

·         Have window locks installed on all windows. Use them. 

·         Lock louvered windows--especially on the ground floor. 

·         Have locks installed on your fuse boxes and external power sources. 

·         If you have window grilles and bars, review fire safety. Don't block bedroom windows with permanent grilles if the windows may be used for emergency egress. 

·         If you have burglar or intrusion alarms, check and use them. 

·         Keep at least one fire extinguisher on each floor, and be sure to keep one in the kitchen. Show family members and household help how to use them. 

·         Periodically check smoke detectors and replace batteries when necessary. 

·         Keep flashlights in several areas in the house. Check the batteries often, especially if you have children in your home. (They love to play with flashlights!) 

·     

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    A family dog can be a deterrent to criminals. But remember, even the best watch-dog can be controlled by food or poison. Do not install separate "doggy doors" or entrances. They also can admit small intruders. 

·         Choose a location that offers the most security. The less remote, the safer your home will be, particularly in a neighborhood close to police and fire protection. 

·         Know your neighbors. Develop a rapport with them and offer to keep an eye on each other's homes, especially during trips. 

·         If you observe any unusual activity, report it immediately (family, neighbors, police). 

·         Establish safe family living patterns. If you understand the importance of your contribution to the family's overall security, the entire household will be safer. 

·         While at home, you and your family should rehearse safety drills and be aware of procedures to escape danger and get help. 

·         Educate family members and domestic help in the proper way to answer the telephone at home. 

·         Vary daily routines; avoid predictable patterns. 

·         Know where all family members are at all times. 

·         Use these same guidelines while on [vacation].

Here are some more personal safety tips from a personal security and identity theft expert, www.RobertSiciliano.com:

1. Fundamentals: Body language is 55 percent of communications. That’s your walk, posture, facial expressions and eye contact. Awareness is being alert to your surroundings at all times. Intuition is when the hair on the back of your neck stands on end. Voice tone and pitch equal 35 percent of communications. The way a person communicates physically and verbally can determine whether or not a predator deems them a good target.
2. Prevent Abductions: When returning to a parked car, scan the area around your car and be alert to suspicious activity. Be aware of vans. Abductors and rapist open up the side doors and pull in their victims.
3. Never Use Your Keys As A Weapon: Contrary to popular belief, your keys are not a good weapon. Using your keys as a weapon can injure your hand, the keys can break, you lose your “key to safety” and you lose access to your car and home, which are safe havens. Unless it’s a LARGE key. Then it’s a good weapon.
4. Prevent Home Invasions: You tell your children not to talk to strangers, so why do you open the door to a total stranger? Home-invaders pose as delivery people, public workers, or people in distress. Install peepholes, talk through the door. Under no circumstances do you open the door unless you get phone numbers to call their superiors. If someone is in distress tell him or her you will call the police for them.
5. Safety On The Street: One dollar bills and change in an easily accessible pocket. Then if someone tries to rob you, you can throw the “chump change” several feet away. The robber will draw his attention to it, giving you time to escape. Do not fight over material items.
6. What To Do If Attacked By A Date Rapist: If he won’t let you go, gouge his eyes out! Fight as hard and as determinedly as you would if he was a stranger. By assaulting you, he has crossed the line, and now he is a stranger. Remember: you are worth fighting for! If all else fails, you can always let him kiss you, then bite down on his lip till your teeth meet.
7. Safety In Your Car: In the event of a minor accident, stop only in a well-lit area. Carjackers often provoke such “accidents” just to get a victim to stop. Do NOT stop on a deserted, dark street. Drive to a police station or a gas station. Use a cell phone and call 911.
8. Home Safe Home: Consider a second line or a cell phone in your bedroom. That’s because burglars often remove a telephone from the receiver when they enter a home. Of course, an alarm system activated while you are sleeping will prevent a burglar from getting this far. Newer alarms have cellular options, a safeguard even if the phone lines are cut.
9. Vacation/Business Traveler Safety: Be suspicious of a call from the hotel desk just after checking in requesting verification of your credit card number “because the imprint was unreadable.” A thief may have watched you enter the hotel room and called from the guest phone in the lobby. Never open your hotel room to anyone.
10. Social Media Security: What you say and post could lead an attacker right to you or a family member. Just because other people post information about themselves and whereabouts, doesn't mean you should. Plus, you should never post travel plans online telling a burglar you aren't home.

Most of the above tips could easily be applied to your workplace. And although so many of these seem to be common sense, the more you review this list, especially with younger family members that may not fully appreciate the concepts, the more second nature your actions become under high pressure situations. The reason athletes, first responders, and others practice the same drills over and over again, even long after they are quite skilled, is so they don’t have to think about the skills in the heat of the moment.

And finally, cyber tips are everywhere, especially (oddly enough) online. My friends at www.WorkingtheWebtoWin.blogspot.com have several blog posts that can help, and I found a very detailed Cyber Security Planning Guide at https://transition.fcc.gov/cyber/cyberplanner.pdf, and a “top ten” list of safe computing tips at https://ist.mit.edu/security/tips.  The lists of tips are too plentiful to detail here, but please take a few moments to check these out. These cyber tips are not common sense to most of us, which is all the more reason to try to become familiar with safe computing practices. 

Mark Goldwich is president of Gold Star Adjusters, a group of public insurance adjusters dedicated to helping citizens get the maximum settlement for any insurance claim.