mately, the satisfaction levels of the
policyholders. As has been shown time
and again, a dissatisfactory claims experience can cause even the most loyal
policyholder to explore new carrier options. Thus, quick, effective restoration
plays a crucial role in retention.
Change is—and will always be—a part of life. Throughout history, we have seen examples of those who embraced change and remained relevant, and those who rejected change and became irrelevant. The insurance restoration industry has seen its fair share of change over
the last decade. From drying-in-place technology to thermal imaging; mold remediation methods to ultrasonic cleaning—and an array of other innovations—there have
been significant technological advancements improving the way claims
are settled and, ultimately, how P&C
insurers are able to serve their policyholders. Restoration contractors,
suppliers, insurers, and other industry
professionals have adopted developing
technologies and adapted to different
approaches in order to continue to
meet the high level of service that customers currently expect.
One realm that is in the midst of rapid change is soft contents restoration. Emerging technologies have enabled the restoration of goods that would otherwise have
been considered lost forever. Moreover, these technologies are impacting all elements of the claim settlement process, including the kinds of items that can be salvaged, the type of contamination that can be cleaned, settlement times and overall
claims costs, the level of service delivered by restoration professionals, and, ulti-
Restored soft goods need
to stand up to the three
tests of clean: if it looks
clean; if it smells clean;
and if it is clean at the
microscopic level.
Cleaning Methodology Cons
Historically, textile cleaning methodology has involved the use of dry cleaning, wet-wash laundering, ozoning,
spotting, and hand washing to create
results that have propelled the insurance
restoration industry for years. Although
these tools have certainly enabled restoration professionals to achieve relatively
remarkable results when cleaning soft
contents, some inherent limitations have
revealed themselves:
E Limited disinfecting capability. Previously there was an inability to remove
heavy smoke and soot as well as gray
and black water contamination.
ELonger turnaround times, especially
when an article must be ozoned to remove smoke odor.
ELimited restoration capability. This
often resulted in the cashing out of a
higher-than- necessary percentage of
goods.
E The involvement of an additional party in the restoration process above and
beyond the claims adjuster and restoration contractor.
E The use of harsh chemicals at the detriment of the environment.
E An inability to restore specialty items
such as shoes, purses, sports equipment, and so on.
Nonetheless, generations of technological advancements have enabled insurers to continually ramp up standards
and adapt to increasing claimant expectations. The Esporta wash system is one
such example of technology that is, by
some measures, radically changing the
rules of the soft contents restoration
game. A progressive network restoration dry cleaner once called Esporta
technology “a maverick that will irre-
