This article was provided by Envista Forensics.
It all began in the mid-1980s, with three partners carrying out technical equipment damage assessments for insurance companies throughout the US.
Now, Envista Forensics is a 500-plus person organisation with 30 offices in seven countries. The company provides the full range of forensic engineering and damage assessment services to the insurance industry and is now celebrating over a decade in the APAC region, after opening its Singapore office in 2010.
Who better to clarify the role a technical expert plays in claims management than Bruce Swales, managing director at Envista Forensics, who heads up the APAC regional headquarters in Singapore?
“I see my role as providing the answers to three key questions insurers have regarding any property claim. 1. What caused the incident that led to the claim? Then insurers can determine whether the claim is covered. 2. Who is responsible or liable for the incident occurring? Insurers determine whether they can recover any claim paid out from a third party. Lastly, 3. What is the dollar quantum of the claim? Insurers will then know how much they may have to pay the insured,” said Swales.
“The technical expert’s role on a claim is to help insurers and appointed loss adjusters answer those questions. For example, as engineering experts, we do not interpret policy conditions to see whether the policy covers the claim. We provide factual information to the insurers and adjusters to allow them to answer those questions,” he expanded.
With experts in electrical, mechanical, civil, structural, and geotechnical engineering, digital forensics, and biomechanical engineering fields, along with forensic accountants to look at financial aspects of claims, lawyers to address legal aspects, and doctors in injury claims, there are an impressive array of professionals available to the insurer. However, at what point in a claim should a technical expert be engaged?
“Ideally, the sooner, the better,” said Bruce. “Practically the moment the claim has been notified to insurers. An experienced loss adjuster or insurance claims handler will have a good feeling very early on as to whether technical experts may be required. Generally, the earlier a technical expert is appointed, the greater the benefit of their involvement and the more accurate the information they can provide to help insurers answer those three key questions.
“This is especially important when determining the cause. For example, when investigating the cause of a fire in a building and determining cost-effective and timely options for putting the insured back in the position they were in before the incident and preserving critical evidence if there is a risk of the claim turning litigious in the future.”
In the unfortunate event that a situation did become litigious, the following is imperative for any technical expert appointed as an expert witness in court. “It is essential for the technical consultant to be a subject matter expert in the area or areas that they are advising in,” says Swales. “They are required to be independent and impartial, and to consider all relevant and material facts including those that could detract from their opinion.”
This unbiased approach, taken at any point during the life of a claim, ensures that incidences are examined in their entirety. It is key in determining the true cause and the best course of action for any party involved.
“Appointing the right expert will, at a minimum, provide the insurer with certainty regarding those three critical questions around coverage, liability and quantum. It will also enhance the whole claims experience for both the insurer and the insured, allowing the claim to be settled more quickly,” concludes the managing director.
Bruce Swales
Managing director, Asia-Pacific, Envista Forensics
Bruce Swales is the managing director of Envista Forensics’ Asia-Pacific practice and is based in Singapore. He has more than 40 years’ industry experience, including the last 12 years providing forensics engineering investigation consultancy services across a wide range of industries throughout the Asia-Pacific region. Prior to this, he spent 15 years in senior management and director roles in technical equipment damage assessment in the restoration industry, and 14 years in systems design and digital hardware and software development for the telecommunications, power and energy industries. He has been working in and carrying out business across Asia for over 27 years.
