When it comes to working for LoadUp, you’ll need to know how to handle heavy items like furniture without causing damage to a customer’s home.
Damage claims can be a huge headache, impacting both our bottom line and reputation. However, accidents can happen in this line of work.
We’ll guide you on preventing damage claims, but also how to file one with LoadUp, resolve issues, and safely move heavy items to prevent damage.
How To Avoid Damage Claims
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How to Prevent or Minimize Damage Claims
Damage claims are a crucial, but also expensive part of the junk removal industry. LoadUp’s goal is to provide exceptional, professional service, which, to the customer, means no damage to their home. However, mistakes happen.
There are still things to keep in mind that can help reduce the amount of damage claims.
- 🤔 Make A Plan: Ask the customer beforehand about any potential risks and make an efficient plan with your helper.
- 🥽 Use Protection: Use furniture pads, sliders, drop cloths and more to protect the customers home when moving items.
- 👨💻 Clear The Work Area: Make sure your work area is clear of any tools or moving equipment that causes someone to trip.
- 🔎 Inspect Tools & Equipment: Ensure tools are in good condition. If not, it can cause accidental damage to any property.
- 📖 Follow Normal Safety Guidelines: Stick to the industry guidelines, including in your Loader Welcome Packet.
- 📄 General Liability Insurance: GL Insurance allows for more protection and opportunities for higher payouts.
Why use general liability insurance? LEARN MORE
While these steps are all great practices to ensure that you’re doing jobs properly and safely, what about when damage inevitably occurs? After all, no one is perfect!
Who Is Responsible For Damage
While LoadUp is a nationwide junk removal company, the responsibility of reporting damage claims falls with the independent contractor, also known as: the Loader.
Not only that, the Loader must rectify the situation with the customer if damage occurs on site during a job. LoadUp itself is not responsible for any damage caused to property.
Keep In Mind 🧠: A majority of orders we get at LoadUp tend to include heavy, bulky items like furniture. Make sure you know how to properly move big items before accepting an order.
How To File A Damage Claim With LoadUp
When problems arise while you’re out completing orders, don’t stress. The damage claims process can be handled in two parts, so that the customer, LoadUp and you can all stay safe.
Part One: Immediately After The Incident
Follow these specific steps to make sure damage claims are handled appropriately.
- Please contact dispatch immediately. Loader Support – Report Damage Claim.
- Take photos of the damage while on-site and provide these photos to dispatch. *Note*: This is highly recommended. If no photos are provided, dispatch will have to contact the customer for photos.
- Dispatch will provide customer contact information and ask that you resolve the issue with the customer.
- Loaders are required to contact the customer within 48 hours in order to resolve the damage claim in a timely manner.
Part Two: Customer Compensation
Since the customer paid upfront for quality junk removal service and experienced damage to his or her home, the next step requires a refund to the customer.
As a Loader, you can resolve the damage dispute with these three options.
- Insurance: Give the customer your General Liability Insurance Policy and request a claim.
- Pay Out-Of-Pocket: Offer to pay for the cost of repairing the damage or the cost to hire someone like a local handyman to do it.
- DIY: Offer to fix the damage on your own if you have the necessary tools or equipment.
Post-Damage Claim: Keep The Customer Happy
Even with a mistake like a damage claim, customer satisfaction is still the main goal. That’s why working to resolve any issues with customers throughout before and after the entire damage claim process is crucial.
A few ways you can make a good comeback is by staying calm. Apologize to the customer for the inconvenience and practice good customer service skills by offering solutions to any of the customer complaints.
As you go through this, just remember, you’re not on your own here. Our trusty resolution manager will be in touch with both you, the Loader, and the customer to make sure the damage claim process goes without a hitch. We’re here to help!.
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