Page 16 - 1 One Simple Question

One Simple Question - Four Complex Answers

The Home Modification Survey

Part 5: Ensuring a Reasonable Cost

The survey was one simple question; What is the most challenging part of the home

modification process? The fourth most frequent answer: Ensuring a reasonable cost.

It’s been said, “When perception and reality clash, perception usually wins”. Our perception of
situations often shapes the way we act or react. The actions we take are usually fueled by the
beliefs we hold as facts, even if what we believe is incorrect. We hold our opinions close to the
chest and look for any morsel of evidence that justifies our belief. Even when provided clear

evidence that contradicts our opinion we often choose to remain in the foggy field of our faulty
opinion.

When I started in the industry 20 years ago, my perception was that the insurance companies
were bullies that only cared about the bottom line. I believed, based on perception, that cost was
the main factor and that projects would be denied or authorized based on whoever provided the

cheapest estimate. My perception was mostly based on the messaging that was distributed by
the third-party network companies that I was working for at the time. Their message, and therefore
their programs, were and are centered on messaging related to costs. Don’t get me wrong, cost

is obviously important. But if two surveys, 15 years apart, mostly completed by workers’
compensation professionals tell us anything, they tell us that ensuring a reasonable cost is much

less important than finding a qualified provider(contractor), and getting an accurate scope of work.

The perception that it’s all about the bottom line was not mine alone. The CHAMP (Certified Home
Assessment and Modification Professional) certification program is offered twice a year and

approximately 40 – 50 contractors and accessibility specialists attend the training. At the start of
the course, the attendees are all asked the same question, “What do you think the insurance
carriers are most concerned about with home modifications? What is their biggest challenge?”

On average, approximately 80% respond, “it’s all about the money”. However, when the carriers
are asked the same question, the cost was not as important as finding a qualified provider and

arriving at an agreed scope of work.

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