Page 4 - 1 One Simple Question

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.

Like most surveys, the results often leave us with more questions than answers. The results can
be taken at face value or they can be debated with deep consideration to the variables. Both are
important and necessary but either way, information is useless unless it transitions to meaningful

consideration and then to practical application. Application requires physical action and physical
action creates tangible outcomes. Hopefully the outcomes are different and provide better results.

If not, we’re back to living in the realm of insanity.

At face value, the survey establishes a few results:

1. Although the industry is full of companies that include home modifications in their menu of

services, the survey indicates that finding a qualified contractor is still their biggest
challenge. (15 years apart, same answer) Thoughtful question: Why is it such a

challenge? How do define qualified?
2. The survey indicates that the second biggest challenge is arriving at an appropriate scope
of work. At the end of the day, the accurate scope of work is the foundation upon which

the modification process is built. Get the scope right, and you have a much better chance
of the rest falling into place. Thoughtful question: How to you define “accurate” scope?
How does your company arrive at the agreed scope?

3. Finding a qualified contractor and getting an accurate scope of work were very close in
number of responses and equally as important
4. Communication and documentation trailed behind by several percentage points. There

are few if any established protocols, regulations or standards that govern the provision
and delivery of home modifications in workers’ compensation. Ask any adjuster or claim

handler that has experience with home mods and they’ll tell you that assessments,
estimates and progress updates come in many different formats, sometimes not at all.

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