On Call - After Hours Loss Tech
Processes For Growing Restoration Companies
On Call - After Hours Loss Tech
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Follow this process is how to answer an after hours loss as a technician.
Step 1: At the end of the day
Ensure you have reviewed the on call call schedule and are prepared on the days you are scheduled.
  • You will want to have your truck packed at the end of the day for after hour losses
  • Reference the following KnowHow for How to pack your truck
Step 2: Keep your phone charged and volume up
You will be responsible for answering any after hour calls
  • Make sure phone is charged and volume is up.
Step 3: Receiving a call
When you receive a call, ensure you get the following information from the manager:
  • Insurance carrier
  • Claim number
  • Adjuster information
  • Any instructions given by the carrier, if cause of loss has been determined, when is the adjuster coming out, if there has been any coverage granted.
  • Contact information (phone numbers and emails)
  • Special instructions (gate codes, parking instructions, etc.)
Step 4: Clock in and head to the shop
  • Clock in and head to the shop.
  • To ensure good communication give your ETA to the on call manager.
Step 5: At the shop
Once at the shop, meet up with other technician and give the insured a call with your ETA.
Step 6: Arrive on site
  • Once on site follow the standard process for the type of loss.
  • Make sure to take detailed notes for the estimator as these items are going to have a different value for after hours work.
Step 7: Heavy Demo
Depending on the type of loss, preform work as normal.
  • If heavy demo is required extract as much as possible and save the heavy demo if possible for the next business day.
Step 8: Keep in contact with the On call Manager
  • If the loss is not as described, let the on call manager know if additional resources are needed.
Step 9: Document loss and clock out
When done for the night, document the loss and clock out when you get back to the shop.
  • Make sure to keep track of your time cards as after hour losses can be billed differently then during business hours.