UNDERWRITING PROPERTY INSPECTOR/SURVEYOR CERTIFICATION 2016 SURVEYS FOR STATE FARM INSURANCE PERSONAL-LINES

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1 UNDERWRITING PROPERTY INSPECTOR/SURVEYOR CERTIFICATION 2016 SURVEYS FOR STATE FARM INSURANCE PERSONAL-LINES

2 This guide is designed to provide a basic understanding of the QA Claims Property Inspection/Survey Program as well as our expectations in representing State Farm Insurance. The information contained in this manual is a product of Quality Assurance Adjusting Services, Inc. dba QA Claims. The guidelines, survey forms, and insurance policy language in this manual are the property of QA Claims, State Farm Insurance Company and Insurance Services Office (ISO). The material in this manual may not be used in any form without the permission of QA Claims, State Farm Insurance Company and Insurance Services Office (ISO).

3 TABLE OF CONTENTS Introduction.. 4 Customer Service 5 Inspections/Surveys.. 8 Roof Identification Construction Types 27 Electrical Panel Identification Review of Digital App.. 35

4 INTRODUCTION Quality Assurance Adjusting Services, Inc. dba QA Claims provides quality insurance underwriting surveys throughout the United States. Our time, service and attention to detail is the finest in the industry. Our surveys/inspections include data and information on a wide range of structures, such as residential, commercial and industrial buildings. All coverages are addressed, including Commercial General Liability, Property, Builders Risk, Contractors Liability and restaurant and apartment packages. QA Claims utilizes state of the art technology to ensure accuracy, save time, and reduce costs. Our inspection/survey team will represent QA Claims and its clients with the upmost professionalism and integrity.

5 CUSTOMER SERVICE AND EXPECTATIONS In a business built on promises, like ours, customer trust and a commitment to lawful and ethical business conduct are the keys to success. Protecting our outstanding reputation is a matter of the greatest importance for the policyholders, associates and communities that contribute to and benefit from our continued growth. Maintaining our valuable reputation requires each of us to deal fairly with our customers, suppliers and competitors as well as our fellow associates.

6 CUSTOMER SERVICE AND EXPECTATIONS The following are surveyor expectations when contacting State Farm customers and when onsite to complete a survey at the location address: Customer Contact: Customer (policyholder) will be contacted by QA Claims personnel at least one day prior to the planned survey time and only between the hours of 8:00 a.m. and 8:00 p.m., Monday through Saturday. Customer does not need to be present on exterior surveys. Successful contact includes: -talking to customer by phone -leaving message via voic or machine The surveyor will leave a message that includes the identification of surveyor (name and QA Claims), phone number for return call and timeframe the surveyor plans to complete the survey. s are not an accepted form of contact. Surveyor and or QA Claims will make three attempts to contact the policyholder prior to survey date. Surveyor will contact the agent for additional information if contact with the policyholder is unsuccessful. If obstacles, such as a locked gate, aggressive animal, or customer refusing access prevents the surveyor from completing the survey or if there is no response from the agent within two business days, the surveyor will return the survey as unable to work.

7 CUSTOMER SERVICE AND EXPECTATIONS - Making Presence Known: Before beginning the survey, surveyor must knock on the door to make at least one attempt to inform the customer of the surveyor s presence. The property owner does not need to be present. If the property owner is not home, leave evidence that the on-site portion of the survey is complete. Business cards and door hangers will suffice. Proper Identification: Surveyor must have proper appropriate identification (including photo) in his/her possession to validate the surveyor is performing on behalf of QA Claims. When on Premises: Surveyor must avoid parking in a customer s driveway or in a position which requires backing up. This will mitigate any potential property damage. If customer is on premises, surveyor should explain they are gathering data related to property and dwelling characteristics for an insurance survey. Please use the term survey instead of inspection. Surveyor will not take interior photos from the exterior unless documenting a liability concern or hazard. Interior photos may be taken only for solid fuel or high value surveys. Surveyors must not enter a residence unless an adult is present

8 INSPECTIONS/SURVEYS What is an Underwriting Survey/Inspection and why do carriers require them? Insurance is based on risk. When you purchase an insurance policy, the insurance company is taking on some of your risk. For example, if you own a home, you are exposed to risks. Some risks include exposure to certain hazards such as poorly maintained or neglected premises, swimming pools, trampolines, and non-trained pets. Having a homeowner policy means that if a covered loss occurs, the insurance company will pay for the resulting damages. By having a policy, your risk is lower. The insurance company makes up for the risk by charging premiums. If a company charges too little, it will lose money. If a company charges too much, it will lose business to its competition. An underwriter s job is to make sure that insurance company charges just the right amount for the coverage it provides. An underwriting survey communicates the risk to the underwriter. The underwriting survey/inspection identifies hazards that will affect the risk analysis to the insurance company. The insurance company can then advise the policyholder to correct or remove the hazard, therefore lowering their risk. It is the job of the Surveyor/Inspector to accurately evaluate and record the potential hazard to the insurance company.

9 INSPECTIONS/SURVEYS - REPORTS 1) Basic Property and Liability Form: -Home Type -Construction -Foundation -Roof -Chimney, Gutters, Fascia, Decks, Railing, Detached Structures -Glass -Sidewalks -Animals -Swimming Pool -Debris 3) Supplements: -Solid Fuel -Fuel Oil Tank -Wildfire -Earthquake -Landslide 4) High Value: -360 Value Calculations 5) Unable to Work -Status, Contacts 2) Dwelling Characteristics: -Stories, Foundation, Wall Finish, Garage, Property Slope

10 INSPECTIONS/SURVEYS SURVEYOR REQUIREMENTS Photographs Front view front corner angle (45 degrees) Rear view Opposing rear corner angle (45 degrees) GPS location - front door (8 to 10 ) capturing latitude and longitude, labeled GPS Location. This is the only photo requiring latitude and longitude. Latitude and longitude coordinates are to be represented as decimal numbers with six (6) digits after decimal. Format: Precede South latitudes with a minus sign Roof document condition Precede West longitudes with a minus sign Electrical Service Entrance 60 amp Solid Fuel Appliance with wall and floor clearances Additional liability concerns and hazards

11 INSPECTIONS/SURVEYS Classifications of Surveys 1) Urban Incorporated area (city, town, village) with population of 10,000 or greater. 2) Rural Properties that fall outside of the defined Urban area. 3) Rush A Survey requested with an expedited completion date. 4) High Value Property with coverage amount equal to or in excess of $3,000, New Business: -Urban: 7 calendar days -Rural: 15 calendar days -Rush: 5 calendar days Time Service Supplement: High Value, Solid Fuel, Fuel Oil Tank, Wildfire, Earthquake, Landslide time service will coincide with calendar days for New Business Classifications above.

The following Worksheets outline the criteria included in each specific requested assignment:

12 INSPECTIONS/SURVEYS Field Surveyors/Inspectors will be provided with an Android or iphone Field Survey/Inspection App. The following Worksheets outline the criteria included in each specific requested assignment: a) Basic Property and Liability b) Dwelling Characteristics c) Solid Fuel d) Fuel Oil Tank e) Wildfire f) Earthquake g) Landslide h) 360 Value i) Unable to Work

13 ROOF IDENTIFICATION

14 ROOF IDENTIFICATION CLAY TILE ROOFING CONCRETE ROOF

15 ROOF IDENTIFICATION SPANISH GLAZED TILE

16 ROOF IDENTIFICATION STANDING SEAM STEEL COPPER STANDING SEAM

17 ROOF IDENTIFICATION DECRO COPPER SHINGLE COPPER SHINGLE SEAM

18 ROOFING SEAMING SYSTEM FOR STANDING SEAM

19 ROOF IDENTIFICATION CORRUGATED ROOF METAL PAINTED RIB STEEL

20 ROOF IDENTIFICATION DECRA STEEL TILE

21 ROOF IDENTIFICATION SLATE SYNTHETIC SLATE

22 ROOF IDENTIFICATION CEMENT SHINGLES

23 ROOF IDENTIFICATION DECO-ENGLISH STAGGER WOOD SHAKE SHINGLES

24 ROOF IDENTIFICATION COMP SHINGLE TYPES CLASS 4 UIL IR COMP

25 ROOF IDENTIFICATION BUILT-UP HOT MOP WITHOUT GRAVEL HOT MOP-ROOF WITH GRAVEL

26 ROOF IDENTIFICATION EPDM ROOFING

27 CONSTRUCTION TYPE Typical construction types: Fire Resistive Frame Log Masonry Masonry Veneer Asbestos/Stucco

28 FIRE RESISTIVE CONSTRUCTION

29 FRAME CONSTRUCTION

30 MASONRY CONSTRUCTION

31 MASONRY VENEER CONSTRUCTION BRICK VENEER MASONRY WITH BRICK

32 LOG CONSTRUCTION

33 MANUFACTURED HOME

34 ELECTRICAL PANEL IDENTIFICATION 60 AMP MAIN

KENTUCKY FAIR PLAN APPLICATION FOR HOMEOWNERS COVERAGE FORM HO-8

KENTUCKY FAIR PLAN APPLICATION FOR HOMEOWNERS COVERAGE FORM HO-8 PRODUCER INSTRUCTIONS INCOMPLETE APPLICATIONS WILL BE DELAYED AND/OR RETURNED BY THE FAIR PLAN IMPORTANT Returned applications create an