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expectation that an adjuster will only perform the number of property inspections thatcan be promptly completed and submitted for review. Over-inspecting leads to adecrease in quality and an unacceptable delay in concluding the claim for thepolicyholder. Over-inspecting also creates an unnecessary backlog that will be difficultto overcome. During the deployment, if at any time you begin to feel overwhelmed orare having difficulties managing your workload, please visit with your US AdjustingServices manager. An action plan can be provided to assist if timely notification isprovided. Please do not wait until it is too late and the situation can no longer beeffectively resolved.In general, we expect that files be submitted for review the same day the inspection iscompleted. If a claim is withdrawn by the policyholder at the time of the initial contact,the file note should be updated accordingly, all necessary documentation completedand submitted for review immediately.Quality ExpectationsEach file should be submitted only after all the required documentation has beenprovided. Please refer to the client-specific list of file requirements for a detailedoutline of the necessary documents. The adjuster should review each document forcompleteness and accuracy before submitting the assignment for review. Each adjusterwill be accountable for the quality of their work product. Files that are returned forrevision will be monitored and if necessary, may require management assistance tocontinue the assignment.Inventory ManagementThe adjuster should maintain an 80% closed to inspected ratio at all times.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 7

ADJUSTER FIELD GUIDESERVICE LEVEL TARGETS:Service Level Targets—Daily Claim EnvironmentWhen operating under a normal daily claim operation, the adjuster must be mindful ofany applicable time-based service level targets US Adjusting Services has with the goalof handling all claims within the expected time lines for the completion of each stage ofthe claim handling process. Following major catastrophes, the client may alter thesetimelines based upon the volume of claims and severity of damage. Writtencommunication from the responsible Claim Manager will be provided for any deviationfrom the below table.The following table outlines the Service Level Targets (SLT) and the Service Level Goals(SLG).Start TriggerEnd TriggerServiceLevel GoalSLT-1Client DeliveredAssigned6 HoursServiceLevelTarget12 HoursSLT-2Client DeliveredContacted12 Hours24 HoursSLT-3ContactedInspected72 Hours72 HoursSLT-4InspectedReturned12 Hours24 HoursSLT-5ReturnedReviewed12 Hours12 edRevisionReturnedReviewed12 Hours12 Hours12 Hours12 HoursClient Returned144 Hours(6 Days)168 Hours(7 Days)SLT-7SLT-8CLAIM PROCESS OVERVIEWClaim DeliveryThe client will deliver assignments to US Adjusting Services electronically by using TheCompany’s Claims Management System. The assignments will remain in the assignmentqueue until assignment by US Adjusting Services management to the appropriate fieldadjuster. This process timeline will correspond to SLT-1 as shown on the table above.Claim ContactThe Field Adjuster will make contact with the policyholder within 24 hours of receivingthe assignment. The Field Adjuster will update the Activity Report with each attempt toADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 8

contact, providing the phone number that was called and enter a note detailing theattempt. The contact timeline should be documented in the GLR submitted to theExaminer.This process timeline will correspond to SLT-2 as shown on the table above.Claim InspectionInspection should be made within 3 days from receipt of the claim. Update the claimnotes to the inspection findings, whom you met with, any pending items that may existand set expectations and next steps. The Field Adjuster should provide the insured withyour business card at the time of inspection.Claim ReturnThe estimate should be submitted within 24-48 hours of inspection. If extenuatingcircumstances do not allow for this, the notes must clearly explain why and, if delayedover 7 days, a status report will be required.Claim ReviewClaim review will be conducted by the Quality Assurance Group.Claim RevisionA file returned for revisions must be a top priority. A field adjuster should complete andresubmit the revised estimate within 12 hours of receipt, no later than the same dayreceived. If the adjuster questions the requested revision(s) they may need to contactthe desk adjuster or their manager to discuss.Claim Approval/ Client SubmissionWhen the file has been reviewed and approved by the US Adjusting Services fileexaminer, the examiner will need to contact the insured to review the settlement of theclaim. The activity notes need to be updated to reflect this conversation.GENERAL FIELD GUIDELINESInitial ContactInitial contact is required on the same day as, or less than 24 hours from assignment. Itis critical that the adjuster contact the insured as soon as possible in order toappropriately triage the assignment and assist the insured in their next steps,particularly regarding the protection of their property from further damage.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 9

Temporary or Emergency RepairsThe need for emergency services, mitigation, and other temporary repairs should beaddressed both at the time of initial contact and during the inspection in order toensure the property is protected from further loss as well as to provide the insured withneeded peace of mind. A loss has been suffered, direction and empathy should bedemonstrated by the Field Claims Adjuster to reassure and help the insured. FieldClaims Adjusters should ask the insured on first contact:1. Can the property and its contents be secured?2. Is there a tree on covered property that needs to be removed?3. Does the property still have full access to utilities, specifically electricity andwater?4. Is there water damage inside the property which needs to be mitigated toprevent further damage?5. Are other temporary repairs or mitigation needed to further protect theproperty (such as board-up of windows, tarp on roof, etc.)?The adjuster should make note as to whether the insured is able to still inhabit thehome or whether there is a need for advanced payment and/or ALE. In such casescommunication with the Claims Examiner should happen immediately so thatemergency services, board-up, ALE, and anything else the property owner requires canbe secured. A recommendation for an advanced payment should be provided as well asany reserve recommendations. This initial conversation should be fully documented inthe adjuster General Loss Report as well.Explain that permanent repairs should not be made before the property is inspected sothe Field Claims Adjuster can see the damage and determine if it was caused by acovered peril. Ask the insured to provide accurate records, receipts, pre-repair photos,or other documentation for any temporary repairs.Adjusters should estimate for any temporary repairs or mitigation needed in the case ofstorm created openings to prevent further additional damage, regardless of whetherthe repairs have been completed at the time of inspection.Tree RemovalCoverage for debris removal on the MWUA and MRPIUA policies applies to the debris ofcovered property only. As trees are specifically excluded, coverage for removal of treedebris is not covered by the policy.Coverage does apply to remove the tree from covered property (cut and drop) in orderto complete repairs.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 10

If the tree needs to be removed to mitigate any further damages before the Field ClaimsAdjuster is able to perform the inspection, ask the insured to take pictures and keepreceipts.If the tree has not yet been removed at time of inspection, as much of the propertyshould be inspected as possible and a preliminary inspection report and estimateprepared. An estimate should be written for the removal of the tree and and theExaminer notified of the need for tree removal and possible advance payment formitigation of further damage subject to the deductible.If additional questions or concerns arise, please consult the MS Plans Claims Examinerassigned to the loss.InspectionInspection is expected to take place within 48 hours of Initial Contact. In order toensure all damages are addressed during the initial inspection, ideally the property willbe inspected with the insured or insured’s representative present. If the insuredconfirms damage is limited to the exterior and gives permission to inspect without beingpresent, the adjuster may do so and should document the file accordingly. If theinspection cannot be completed within that time frame, put a comment in your filenotes explaining the reasons why you were unable to do so.Properly greet and introduce yourself to the insured or their representative. Include anexplanation of why you are there and what they can expect from your visit andinspection.Walk the entire property with insured or their representative. Allow them to point outany and all claimed damages. Point out any damages you observe that the customerdoes not and confirm whether they intend to make the damage part of their claim.Document and address contents during your inspection if there is potential contentsloss. Assess possible need for mitigation or temporary repairs during the inspection.Close your inspection by sharing the next steps of the claims-handling process. End theinspection by asking the customer if there is anything else they would like to presentand if your inspection has lived up to their expectations.Your dress should meet business casual standards and be professional and practical.Denim pants are not permitted. Wear shoes or boots that provide adequate traction fortraversing a multi-pitched roof.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 11

ReportsStatus ReportWhen there is difficulty in contacting or scheduling with an insured, provide a statusreport in the form of a note submitted in the Company’s Claims Management Systemand emailed to the MS Plans Claim Examiner every 7 days from the claim assignmentuntil the loss is resolved. Claim Examiners are expected to return any contact from theField Adjuster within 24 hours, if requested.If there are extenuating circumstances (i.e. the insured is out of the country, extensivedamage found, etc.) contact your manager to determine if an initial report is needed.Initial/ Final ReportInitial or Final Reports are expected to be provided within 24-48 hours of the inspection.File DocumentationFile activity notes should be maintained on all MS Plans claim files. Examiner willdocument all activities in InsuranceNow from first receipt of the assignment to finalreport submission. Any documentation or evidence the Field Claims Adjuster obtainsrelated to the claim should be evaluated, responded to, included in their file, andprovided to MS Plans.To Be Included in the Field Claims Adjuster Report (PDFs): One copy of your invoice Activity Log (including T&E log) Field Claims Adjuster’s General Loss Report ITV from Xactimate (RCV & ACV amounts) Loss Recap Building/Personal Property Worksheet (estimate/inventory) Field Claims Adjuster’s Photo Sheets (labeled) Documents received from insured, including e-mails, estimates, invoices,receipts, photos, advance payment requests Copies of letters/e-mails sent to insuredAll documents generated out of Xactimate should use the default naming conventionset by Xactimate.Photo RequirementsClear digital photos are required. Photos should be numbered, identified by the buildingor item number and room/area, and include a description. Enough photographs shouldbe taken to adequately document the damaged as well as the undamaged portions ofthe item.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 12

Overview and close-up photographs should be taken of all areas of damage and relevantareas with no damage.Photo descriptions should be factual, free from speculation or opinion, and sufficientlydescriptive to allow the inside examiner to identify what is being depicted in the photoand where on the property the photo is located. Submit the following photos on alllosses: Elevation photos - north, south, east, west elevations of the risk Overview of all slopes and test squares Close-up photos of most severely damaged shingle(s) Photos demonstrating damage or lack thereof to soft metals, screens, gutters,etc. Photo of metal roofing gauge tool on all metal roofs Photos of shingle gauges are not required but type of shingle should bedocumented in every case Pitch gauge on roof Photos showing evidence of single or multiple layers of roofing Photos showing presence of drip edge and valley metal if included in estimate Interior attic showing type of roof decking Interior attic showing any evidence of interior damage or ongoing leakso NOTE: a photo of the HVAC system condensation pan (drip pan) isneeded when interior water damage is reported/claimed near thecondensation pan. Overview of all interior rooms and a close-up photo of damaged areaso At least 2-corners overviews should be taken, 4-corners whereappropriateo Overviews should include floor, walls and ceiling for each view Personal Property when applicable Roofs of other nearby structures to document damage or no damageThe Estimate should be written in the same order that the photos are taken above.Diagramming and Measurements Diagrams with measurements are required on all field adjusted losses.The computer-generated diagram and measurements for any damaged room orarea must be uploaded with the Xactimate estimate.Measurements should be rounded up to the nearest inch.Note the correlation of any interior damage on the diagram or sketch to theexterior damage.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 13

Insured Completed Repairs and Labor HoursFor the customer’s labor to perform general clean up or temporary repairs, use the LABLBR selector code in Xactimate. If the scope of a repair job cannot be accuratelyestimated in Xactimate, use skilled labor hours and add an estimate line item note (F9note) in Xactimate.If the customer repairs a damaged item and it is a quality, permanent repair (not atemporary repair,) an estimate should be written in Xactimate for what it would cost tohire a professional contractor to perform the work. MS Plans will pay a customer what itwould cost for a contractor to do the same work, neither more nor less.General Roof Loss GuidelinesRoof inspections are required on all field-adjusted roof claims.MS Plans use EagleView as their aerial imagery/CAD measurements provider in difficultroof situations. Examiner approval is required before using EagleView. Use roof “CAD”diagrams and measurements to establish roof measurements and as needed fordiagrams.When using Eagleview, the adjuster should still take confirming 3 dimensionalmeasurements (a ridge measurement and slope measurement will normally suffice),and document those measurements, to confirm the Eagleview report is accurate.The Field Claims Adjuster report must include the type(s) of roofing, age of roof, slopepitch, and the number of layers of roofing.Replacement materials must be of like kind and quality. Identify and document the type,weight, and style of the roofing material being replaced. Do not rely solely on the use ofa shingle gauge to identify shingle type; hail-impact resistant shingles and other morerecent types of shingles may not be properly measured by the roof gauge.Adjuster SafetySafety comes first and you should never attempt to access any roof when, in yourprofessional judgment, it would not be safe to do so.Ground level visual inspections are not acceptable. You should notify the ClaimsExaminer if you cannot safely access a roof. Appropriate assistance from a roofer orother professional may be used to access the roof, but only with prior approval from theClaims Examiner. In all other situations, you are expected to personally complete theroof inspection.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 14

If the roof is too steep or high for you to perform an on-roof inspection, authorizationand an approved budget must be obtained from the Claims Examiner and documentedin the claim file prior to having a roofer or other professional complete the roofmeasurement and inspection. You are still expected to complete the roof estimate andall other aspects of the claim.Roof assist invoices should be submitted to the examiner to be paid as an expense onthe file. The Field Adjuster will need to acquire approval from the Claim Examiner forroof assist prior to scheduling.Hail damage to Asphalt ShinglesWhen adjusting claims for hail damage to roofs, evaluate and document evidence ofdamage or hail hits:10’x10’ test squares for each elevation (North/South/East/West), should be measured, ifapplicable.If it is not feasible to mark off a 10'x10' area due to the size/shape of the slope, markout a 100 SF area of a different shape that fits in the surface area.Since hail damage on a roof can vary from slope to slope depending on the pitch,condition of the roof, protection offered by trees and buildings and the direction of thehail, you should complete test squares on the appropriate number of slopes to evaluatethe damage to the entire roof.Count and document the number of damaged shingles within the test square.Document all test squares with annotated photos and upload with the Xactimateestimate.Damage is determined by the number of damaged shingles, not individual tabs on 3-tabshingles.Once the number of hail hits are noted, then consider the age, condition andreparability of the roof or slope to determine whether a repair or replacement iswarranted.Evaluation of Hail Damaged RoofsGranular loss alone generally does not indicate damage by hail to composition or flatroofs.Composition shingles damaged by hail typically show “bruising”, exposed asphalt withimpacted granules in them in a rough circular pattern that matches collateral damage tonearby less resistant surfaces, such as roof vents or gutters.Metal roofing damaged by hail typically shows dents.ADJUSTER PRE-DEPLOYMENT GUIDE 2019 US Adjusting ServicesPage 15

Tile roofing damaged by hail typically shows cracks in the damaged area.Wood shake roofing typically show splits, splinters, or dents, with appropriate aging forthe time between loss and inspection.Wind Damaged RoofsWind damage is evaluated differently than hail damage. Wind damage typically i

running Xactimate 28. The computer should be reliable and in good operating condition. Access to an alternative computer and data backup is highly recommended. Keep in mind that the cost of downtime or loss of data will quickly exceed that of the machine. Tablet Xactware offers Xactimate 28 on multiple platforms and can be used with multiple