2. INNOVATE AND COLLABORATE.
To stay relevant, one must constantly innovate. As the country turns to
quicker, easier, and smarter ways
to do business, forensic firms that
invest in technology and innovative
tools will greatly benefit carriers. From
an expansive uAV program to our mil-itary-grade robot Scio and client-cen-tered innovations like the customer
portal, Donan has long been known
as the industry’s innovative leader in
forensic investigations. In addition to its
own research and development, Donan
continues to work with national carriers
bother large and small to find innovative
ways to meet their forensic needs.
1. VARIETY IS THE SPICE OF
The needs of even a single claim often extend beyond the expertise of a sole professional. A full-service firm like Donan
can often handle all of the forensic needs
of the most basic or complex loss. With
licensed engineers in a variety of disciplines, the largest component testing
laboratory in the nation, and a qualified
group of certified fire investigators and
forensic technicians, Donan provides
clients with a range of expertise that follows a claim from beginning to resolution.
It’s the ability to handle any claim,
anywhere, while ensuring excellent customer service, quality, and innovative
applications, which sets industry leaders like Donan apart.
Kevin Abell is Donan's director of sales
and client services.
IN TODAY’S PROPERTY and casualty insurance environment, there
is no shortage of experts to assist
with investigating losses. Forensic
firms can provide the industry with
professionals who possess expansive experience and impressive
credentials. But once you’ve sorted
through the licenses and certifications, what else sets apart forensic
here’s a look at five things that
extend a forensic firm’s expertise beyond the field.
5. EXEMPLARY CUSTOMER SERVICE
THAT DRIVES EVERY DECISION.
With many top ten carriers increasing focus on improved customer experience,
forensic firms must understand their
role in this effort. For forensic investigation firms, customer service extends not
only to the carrier client, but also to the
client’s client. At Donan, a forensic investigation firm with nationwide offices,
improving service has involved reinventing the customer service department
as a customer-centric team with foundational principles such as transparency, quality, knowledge and appreciation. This transformation also involved
extending service hours and making it
easier for customers to submit a project
through a new and improved customer
portal. In March, Donan was awarded
a Bronze Stevie Award in the area of
Sales and Customer Service for Customer Service Department of the year.
4. A FOCUS ON QUALITY.
All forensic reports are not created
equal. It is increasingly likely that foren-
sic reports will be scrutinized by oppos-
ing parties or during litigation. having an
effective quality assurance program in
place is very important. Donan’s project
reports have strong conclusions backed
by the findings of an experienced and
qualified professional, and put through
a stringent technical review completed
by a professional with equal or greater
qualifications. The firm has put forth
continuous efforts to establish an ef-
fective, data-driven quality management
system across its operations.
3. RAPID RESPONSE. ANYTIME,
If Mother nature has assured anything
in the last decade, it’s that the country
will face an ever-changing and unpredictable current of catastrophes. Because many carriers provide coverage
all across the country, it’s important that
the firms they call on for expertise are
available to handle floods in the southeast, drought in the west, or tornadoes
across the plains. Donan works to ensure their professionals have completed advanced training. Providing a network of professionals with experience
and expertise in a wide range of perils is
invaluable. Ensuring these same professionals are available to deploy no matter
where disaster has struck is even more
important. Donan’s professionals are licensed in multiple states, allowing the
forensic firm to quickly assemble and
deploy a catastrophe-response team to
assist in areas with high claim volumes.
5 Ways to Extend Forensic Expertise
Beyond the Field By KEVIn ABELL
CLAIMS VENDOR SHOWCASE