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Standard
Quality Process |
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Property Inspections |
UPFRO maintains a policy of reviewing each and every report
completed by any of their inspectors at the management level.
It is the job of the UPFRO inspector to only “gather information”
along with photographs. It is not the
inspector’s job to calculate square footage or replacement valuation data.
Similarly, UPFRO Inspectors are instructed not to answer any
questions about values, hazards, policy coverages, etc., if asked by the
policyholder or applicant. Our
Inspectors simply refer your customer back to their agent.
Square footage and replacement calculations are the domain of the
UPFRO Management Team. This allows us
to closely control each for each replacement cost program and to quickly adjust
to any specific variation required by a specific underwriting program.
Below is a brief overview of UPFRO’s Standard Training and
Quality Control Process:
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INSPECTORS
NEW INSPECTORS
UPFRO Inspectors may complete both an
office-training program plus in-field training prior to completing any
inspection on their own. The degree of
their training is based on their background/resume and their ability to absorb
and comply with the requirements.
Office Training includes:
Standard Inspection Procedures & Responsibilities
Time Service Requirements
Introduction to Account Overlays (which specifies each account’s
specific requirements)
Glossary of Terms
Issue Photo Identification
In-Field Training includes:
New
inspectors are accompanied by a senior inspector or manager who, in a
one-on-one program addresses:
On-site Presentation & Behavior
Measuring & Diagramming
Hazard Recognition & Photos
Electric Plumbing & Heating
Wood/ Coal/ Pellet Stove, as needed.
Coastal Concerns, as needed.
PROBATION
All new inspectors are placed on probation and
subject to one-on-one management including on-the-job-training. This period usually lasts a minimum of one
month.
Each report completed by any UPFRO inspector
is calculated and reviewed at the management level.
Routinely reports
are audited at the manager’s discretion.
Telephone Audits are the most commonly used.
Re-fields are used as needed.
UPFRO will audit any
inspector, new or established. Senior
inspectors or management will spot check individual reports or recheck an
entire day(s) work.
UPFRO Inspectors sign our Standard
General Agreement outlining their responsibilities.
Glossary of terms available for your
review at www.upfro.com.
MANAGEMENT REVIEW
Since 1950, UPFRO has maintained a policy of
reviewing each and every report completed in the field.
In an assembly-line type process the following
checks occur after the inspector completes and submits his/her report:
1.
Calculator
Each Report is calculated/classed and reviewed
for accuracy.
Each Report and photos are reviewed for
accuracy and for hazards.
Each Report is inputted in the Replacement
Cost Program.
Management will conduct a review of each final
report.
ONGOING
POLICY & PROCEDURE
CHANGES
Periodically as procedures
are changed or inspection programs enhanced or revised, UPFRO needs to alert
each and every inspector as quickly as possible. UPFRO takes the following
steps:
Managers contact their inspectors directly.
Alert memos are issued.
UPFRO UPDATE Newsletter is issued (sample attached). Click on - Newsletter
Web Site for UPFRO Inspectors is updated – Inspectors Corner
The following was included as part of our November Newsletter and is posted on our Web Site in the Inspectors Corner:
NEWSLETTER
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November 1, 2001
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Our friends here at Allstate – NJ have pointed out
that some of our reports have incorrectly described homes constructed as “FIRE
RESISTIVE”. We adapt & define:
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