Claims

At Housing Authority Insurance Group, we strongly believe that the most effective way to deal with claims is to avoid them.

Effective implementation of the five risk control techniques- avoidance, loss prevention, loss control, risk transfer, and exposure segregation - are the first actions to reduce or eliminate any risk of loss to a PHA. These techniques are classified as pre-event loss control activities. They are actions or procedures that can reduce risk before an accident occurs.

Unfortunately, no matter how many precautions are taken, accidents do happen. In these cases, PHAs must be prepared to defend themselves when claims and lawsuits are filed. These defensive techniques are classified as post-event loss control activities; they are actions or procedures that are carried out after an accident happens.

Claims Process

Nobody wants to file a claim. When an unfortunate event takes place, HAI Group wants to make the claims process as simple and manageable as possible for you and your PHA. This section provides information to assist you in the claims handling and filing process. Please click any of the links below for claims process information from pre-event documentation and claims reporting to recordkeeping.

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping |

Pre-Event Documentation

The most important procedure in the pre-event phase of risk control is establishing and maintaining a solid base of accurate documentation of PHA risk control activities. This documentation not only establishes policies and procedures to help prevent unwanted accidents, but it also provides a measure of proof that can help defend the PHA against a later claim.

Take, for example, accidents involving smoke detectors. Many PHAs require maintenance staff to test and inspect living unit smoke detectors during a work order visit for another reason. The smoke detector test should be documented on the work order or separately on an inspection form.

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping | Back To Top |

Reporting a Claim

Your first priority, whether a claim is for property or liability, is to report the loss as quickly as possible after an incident has taken place.

Investigating a claim as soon as possible allows the investigating team to collect hard facts while they are still fresh in the minds of involved parties. Immediate assessment also allows investigators to view the location, if needed, before changes are made to the site.

If you have a log in user name and password, click here to access the Claims forms. If you do not, please click here to request login access. (If a claim is reported late, or not reported at all, coverage could be restricted or even denied.)

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping | Back To Top |

After a Claim is Filed

• The insurer designates a claims examiner to investigate, detail, document and appraise every aspect of the claim.
• A determination is made as to whether the claim is covered by your insurance policy.
• Deductibles and other individual PHA policy provisions are taken into consideration.
• Legal counsel, experienced claims adjusters, or appraisers are used to help settle claims as quickly as possible.

Insured PHAs receive regular reports or registers that indicate the status of their outstanding claims reserves as well as claims paid. Loss reports are available in 8 different formats. Insured PHAs may print their loss information from our website at housingcenter.com in the Member's section at their convenience. Contact Nancy Swistak at 800-873-0242, ext. 259 to sign up for online claims reports.

Professionals Standing by Ready to Help You

A full team of professionals is ready to help you through your insurance process. Each step of the way we are available to answer questions, research your needs and help you enjoy the best possible protection. Our computer technology allows us to provide speedy answers to your inquiries regarding coverage(s) and options available. That’s the kind of service you would expect from a company that is in partnership with PHAs

Report Property, Liability, or Auto Direct Claims:
800-873-0242 ext. 288
Fax: 203-250-8377

Housing Authority Insurance Group
Attn. Claims Department
P.O. Box 189
Cheshire, CT  06410

Report Auto Claims to Travelers 24/7 Claims Hotline:
800-238-6225 or 800-832-7839

If you have a log in user name and password, click here to access the Claims forms. If you do not, please click here to request login access.

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping | Back To Top |

After a Property Loss

Post-event loss control (or action taken after an incident takes place) is needed to prevent further property loss or accidents beyond what has already taken place. Post-event loss control can also prevent an event from happening again. Depending upon the type of loss, post-event loss control could include:

• Boarding up openings in a damaged structure
• Locking doors
• Covering openings in a roof
• Draining heating systems
• Turning off electricity

If a loss has taken place as a result of a “hazard”, it is important to remove the hazard or secure the area as quickly as possible to prevent further or additional losses.

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping | Back To Top |

Factual Investigations

PHAs must establish formal procedures that will be carried out after an accident or loss on PHA property. These procedures, if conducted properly and promptly, will help reduce the cost of a claim against a PHA, or may even become a factor in eliminating the claim altogether.

PHA staff should be trained adequately in post-event loss control. Following are the basic questions that need to be answered if an accident or endangering incident occurs on PHA property:

Who?
The name, address, date of birth, social security number, occupation, name of guardian (if minor), and gender of the person(s) involved, and whether he/she is a resident, visitor, or contractor.

What?
The nature of the accident or incident and the injury(ies). Approach witnesses for an accurate statement and record witness(es) name, address and phone number. Document the exact sequence of events that led to the circumstances of the incident. Use a step-by-step approach to determine what happened, including every person and every object that contributed to the occurrence. Select words judiciously, stating the facts, but leaving out opinions. Include estimated property damage costs, even though actual costs will be determined later.

When?
The date and time of the event, as well as weather and lighting conditions. Be aware that incidents are sometimes alleged to have occurred days and even weeks prior to the date they are reported. The "when" data have tremendous value in legal actions and in court decisions, and they are a key indicator of the need for additional investigation.

Where?
The exact location of the accident or incident, with notes on details that may have caused the event or been a factor. Take photos whenever possible.

Why?
Review the facts surrounding the accident or incident to find probable cause. Determine a course of action.

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping | Back To Top |

Recordkeeping

Following a factual investigation as described above, the details should be documented and the appropriate claim forms completed and forwarded to the insurance company for resolution. Despite negligence, injuries occurring on PHA property have the potential to become claims. It is critical that full documentation is on file to prove any valid defense if a claim is later filed against a PHA.

The key to all recordkeeping is good file maintenance. Organized, accurate files are especially important when claims are made against a PHA. Timely accessibility to these files will improve the efficiency of the legal defense process. Computer tracking programs that are designed to improve record keeping are recommended. This way, the defense team will have access to critical documentation that has an audit trail. Examples of PHA activities that would benefit from having computer audit trails are: maintenance work order systems; housing unit modernization and improvement programs; and accident investigation records.

| Pre-Event Documentation | Reporting A Claim | After a Claim is Filed | After a Property Loss |
| Factual Investigations | Recordkeeping | Back To Top |