Best Practices

MYI is committed to be the best loss-adjusting firm in the global claims services industry; therefore, we have set core standards by which we will deliver our services. Our goal is to exceed these standards whenever possible.

Our standards apply not only to the way we service our external clients, but also to our relationships with internal and business partner clients. For example, an internal client is created when one branch requests assistance from another, when an employee requests assistance from Corporate, or when a business partner requests clarification of a task.

Unless otherwise defined by our client, these are the standards we will follow:

1. An acknowledgement letter will be mailed, faxed, or e-mailed within 24 hours of receiving a client loss assignment.

2. Contact will be made with the insured within 24 hours of receipt of assignment.

3. An investigation of the claim will begin within 48 hours of receiving the assignment. On a property loss, inspection or arrangements to inspect the physical damage will be made within 48 hours.

4. A written first report will be issued within 15 calendar days from receipt of the assignment.

5. Follow-up and file review will be performed every 30 days, with a report going to the client or a note in the file indicating no activity, and that the client does not require a report at that time.

6. All incoming correspondence will receive a reply within 15 business days.

7. All telephone calls will be returned within 24 hours.

8. First reports will comply with one of the prescribed reporting formats.

9. Files will be maintained in an organized manner with the contents being secured to the file in chronological order.

10. All incoming telephone calls will be answered within 3 rings using the standard MYI greeting, “Thank you for calling   McLarens Young.” “May I help you?” If the telephone cannot be answered within 3 rings due to peak activity, voice mail systems should be programmed to pick up after the 5th ring.