2012 CAT Manual With Forms Library

8/9/2019 2012 CAT Manual With Forms Library

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2012 Catastrophe

Claim Manual

1535 N. Cogswell Street

Suite B‐8

Rockledge, FL 32955

(321)684‐7018 ‐ Office

(877)‐576‐0061‐ Toll Free

(321)338‐2920 – Fax

www.ncp‐claims.com


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INDEX

Section 1 Page

STAFFING at National Catastrophe Partners and Contact Info 5

Section 2

STORM OFFICE 6

A.

Location

B.

Office Hours

C. I/A Meeting’s

Section 3

FIELD ADJUSTERS

7

A. Experience Levels

B. Dress Code

C. Report for Temporary Storm Assignment

D. Check in Procedure/Temporary License

E.

Employment/Compensation Agreement

F. Fee Schedules

G. Pay Periods

H. Advances

I.

Holdback &

Payment

of

Holdback

J.

Charge Backs to I/A

K.

Exit Procedures

Temporary Leave

Permanent Leave

L.

Required Tools/Equipment

M.

Methods of Communication

Section 4

CLAIM HANDLING PROCEDURES AND EXPECTATIONS 14

1. Claim Distribution

Setting up email

FileTrac®

2. Contact – Insured/Insurer/Agent

Purify Loss

Controlling Schedule

Documenting FileTrac®


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3. Appointment for Inspections

Cancellation/Reschedule Appointment

4.

Inspections and Scope of Property

Photographs

Roof Inspection

Exterior Inspection

Interior Inspection

5. Rules for Xactimate Estimate

6. Preparation of Proof of Loss(POL) and Statement of Loss(SOL)

Proof of Loss

o

RCV Proof

o ACV Proof

7.

Preparation of Letter to Insured and Report

8.

Uploading Documents

into

FileTrac®

9.

Update RCV/ACV in FileTrac®

10. Receipt of File Acceptance or Request for Correction

11. Re‐ Open Claims

12. Sales Tax

13. Price Lists

14. Property Losses in Excess of $100,000

15. Use of Experts

16. Loss of Business Income

17. Condominium Claims

18.

Code Upgrade/Civil

Authority

Issues

19. Contents Claims

20.

ALE Claims

21. Reporting Requirements

22. Closure Ratio

Section 5

FileTrac® 40

A. Manage Claims

1.

Search Claims or View Claims

2.

Upload Files

to

Claims

3. Update RCV and ACV in Files

4. Email in FileTrac®

B. Alerts

1. Internal Notes

C. Reports


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Screen Prints of Xactimate Settings

Photo Library

Forms Library


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5

Section 1

STAFFING at

National

Catastrophe

Partners

Owner

David H. String

dstring@ncp‐claims.com

321‐684‐7013‐office

803‐206‐2304‐cell

Management

CAT Manager, Keith Schmelling

kschmelling@ncp‐claims.com

321‐684

‐7601

‐office

715‐581‐3736 ‐ cell

CAT Manager, Dave String

dvstring@ncp‐claims.com

321‐684‐7017 ‐ office

352‐233‐8966 ‐ cell

CAT Administration Manager, Karen Marconi

kmarconi@ncp‐claims.com

321‐684‐7014 ‐ office

321‐615‐8517 ‐ cell

Administrative Staff

Elaine Rivera

erivera@ncp‐claims.com

321‐684‐6695 ‐ office

Team Leads

Independent Contract Adjusters

NCP will also employ proper staffing during a CAT through temporary staffing agencies to

adequately staff the office, with minimal need for any overtime. An outside vendor will employ

all temporary staff.


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Section 2

STORM OFFICE

–

Information

&

Hours

A. Location

NCP’s home office is located in Rockledge, FL and will always be open during a CAT

When required, NCP will establish a satellite office at the location of a CAT deployment.

NCP will determine the best suitable office location and provide the field adjusters the

current physical location of the office at the time of initial contact for assignment or

when the location has been secured.

B. Office Hours – Home and Satellite

Normal office hours will be 8am to 8pm EST at the home office and 8am to 8pm local

standard time for the satellite office. Office hours are subject to change during the

course of the storm, based upon the staff’s ability to properly manage the pending claim

volume. If office hours change, all field adjusters will be notified.

C. I/A & Webinar Meetings

Meetings will be held during the entire course of the catastrophe to discuss and

disseminate information. The meetings will be open discussions and will review all

material and expectations. These meeting will be nightly in the beginning and then

become weekly.

Attendance at all scheduled meetings will be mandatory. Failure to comply may result in

termination.


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Section 3

FIELD ADJUSTERS

–

Independent

Contractors

A.

Experience Levels

National Catastrophe Partners, LLC seeks professional Independent Contract

Catastrophe Property Adjusters to handle the high stress claims of a catastrophe. In

addition, we always seek Large Loss Adjusters capable of handling complex losses to

include loss of business income and commercial property claims.

These catastrophe claim adjusters must be trained to recognize damage specifically

caused by

an

insured

peril

and

demonstrate

the

following

skill

sets:

Complete working knowledge of our CAT Manual and procedures.

Ability to pass our comprehensive classroom examination.

Proficient in most personal lines coverage’s and exclusions.

Be able to mobilize to CAT area within a 48 hour notice.

Ability to properly handle 50 personal line property claims at a time, while closing

these at a rate of three (3) to four (4) claims per day.

No personal line CAT losses will be open in excess of (21) calendar days from receipt

of the loss, unless there are extenuating circumstances.

Prefer a minimum

of

2‐5 years

of

documented

property

field

adjusting

experience

Ability to travel the US and be deployed for up to 6 months at a time.

Demonstrate complete knowledge of all aspects of Xactimate and the ancillary

programs, which accompany them.

Complete working knowledge of personal and commercial insurance forms.

Maintain proper adjuster licenses.

Ability to write all claim reports through Xactimate and upload through FileTrac® to

the CAT office

Proficient in Microsoft Word and Excel

Must score 85% or better on NCP’s CAT Quality Control Program, which includes:

Initial Contact

Date

scheduled

and

documented

Initial Inspection Date scheduled and documented

Proper Photographs of Risk & Damage

Proper Photograph Resolution (DO NOT REDUCE to the smallest size)

Required Diary Entries in FileTrac® ‐ Every 15 days, visible to client

Quality of Estimate

Ability to specifically recognize damage from covered peril(s) and be able to

separate this damage from non‐covered damage

Application of proper Depreciation


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Top to Bottom writing of estimate

Claim Turn Around (Average days open [14])

Number of Re‐opens kept to a minimum

Attendance at CAT training to include web‐ex, certification seminars and CAT seminars.

For those of you who wish to be deployed as Large Loss Adjusters, you must

demonstrate all of the above skill sets plus:

Be proficient in commercial estimating.

Completely understand commercial coverage.

Have full and complete understanding of proper reporting of large losses.

Demonstrate ability to properly reserve large losses within 10 percent.

Have excellent

and

effective

communication

skills.

Be able to calculate a loss business income claim.

Maintain a continuous score of 85% or higher on all claims handled.

B. Dress Code

NCP requires all field adjusters to be well dressed and conduct themselves

professionally. Dress and appearance is very important. Collared shirts, Khaki slacks,

socks and shoes are acceptable. Fatigues, blue jeans, T‐shirts, sandals, flip‐flops, sweat

pants, sweat shirts or shorts are NOT acceptable.

C.

Reporting for Temporary Storm Assignment

Following a catastrophe, which requires the services of NCP, we will contact all

necessary field adjusters to respond for assignment. The CAT Division will notify the field

adjuster of the reporting location. Field adjusters are required to arrive at the

designated location within 48 hours of initial contact.

When a field adjuster is dispatched for deployment, the field adjuster will receive a

specified daily rate when applicable and provided by the client partner until claims are

distributed to the adjuster. Any delay due to the adjuster not having the proper

equipment or software will not be counted towards the per day rate. This rate may vary by client partner.

D. Check ‐In Procedure/Temporary License

All field adjusters are required to provide the following documents, prior to accepting

any new assignments or any deployment from NCP:


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I/A Agreement

W‐9 Form

Direct Deposit Form – We will not issue checks

Current & Valid Adjuster License

Current Auto Insurance card

Contact Information Form

Drug Test, when submitting to random testing

This information will be required in order to secure a temporary license if he or she is

not already licensed in the state where the catastrophe is located.

State license where you reside, if license required or;

Non‐Resident License in Florida or;

Non‐Resident License in Texas

Any additional forms directed by management must be properly executed before any

claim files are disbursed to you.

E. Employment/Compensation Agreement

Refer to your current I/A CAT Agreement with NCP.

F. Fee Schedules

All fee schedules will be posted in FileTrac® and available to all field adjusters at the

time they receive their access to FileTrac®. All fee schedules will be thoroughly

discussed by management during weekly meetings so all field adjusters have proper

billing information.

G.

Pay Periods

Pay Periods are as follows:

Invoices

created

from

the

1

st

until

the

15

th

of

any

specific

month ‐‐‐

Will

be

paid

the last day of the same month

Invoices created from the 16th

until last day of any specific month ‐‐‐ Will be paid

the 15th

of the following month

Billing reports will be available to the CAT adjuster through FileTrac. The adjuster will be

required to monitor and print their individual reports. Field adjusters should retain

these reports so any disputes can be easily corrected prior to the field adjuster being

released from the Catastrophe Office or closure of the CAT Office.


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H. Advances

Independent Contract Adjusters are only eligible for advances, which deals with

hardship cases. If a hardship advance is requested and approved to be paid prior to the normal billing cycle, currently, there is a charge of $72.25.

This charge is subject to change as you will be billed NCP’s direct cost from our vendors

to process the individual transaction. All advances paid will be deducted from the next

commission check. All advances will be at the complete discretion of David H. String.

If you need an advance, please e‐mail your Team Lead and request the advance in

writing.

I.

Holdback &

Payment

of

Holdback

NCP will hold back 10% of all commissions for 60 days or until the client has accepted

the work product, whichever is greater. If the claim needs to be re‐opened and

reassigned, any fees paid to a subsequent adjuster will be charged back to the initial

adjuster. If there are any reductions or reallocations due to poor work product or billing

mistakes, the commissions will be reduced from the I/A’s next check. However, the I/A

will be provided written explanation.

Payment of holdback will be paid on the normal pay period following the 60 day

minimum or acceptance from the client, whichever is greater.

J.

Charge Backs to Field Adjuster

If NCP staff rejects the field adjuster’s work product, the field adjuster has 24 hours to

correct the claim issues and resubmit the corrected work product through FileTrac.

Failure to resubmit corrections within 24 hours will result in a charge back to the field

adjuster based upon the actual time it takes us to correct the issues. You will be

charged back at $80 per hour, with a minimum charge of $20.00.

This will

be

measured

by

the

date

stamps

in

FileTrac®.

K. Exit Procedures –

Temporary Leave

We know from time to time, you will need to return home to see your family or handle

any personal affairs for two or three days. If this is necessary, please send your Team

Lead an email letting them know at least 7 days prior to leaving.


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Permanent Leave

When the field adjuster completes all of their assigned claims, the field adjuster can

request in writing they wish to be released from their deployment.

The field adjuster must send their Team Lead an e‐mail two weeks in advance asking for

their release if the above has not been satisfied. This will allow NCP to either reassign

the open claims or make sure no future claims are assigned. The field adjuster will

receive no compensation on any of the reassigned losses.

The exit procedure is not complete until all assigned claims are reassigned or closed

and FileTrac shows no open claims or until released by your CAT Manager.

If a field

adjuster

leaves

their

deployment

without

written

approval

by

NCP,

any

open

claims will be reassigned and the field adjuster will forfeit all commission associated

with those claims and all holdback owed.

L.

Required Tools & Equipment

Every field adjuster, who works for NCP must have the following tools and/or

equipment.

Laptop or Desktop Computer

Windows

Operating

System

At least 1GB of RAM

Xactimate

Microsoft Word

Microsoft Excel

PDF Factory and/or an equivalent – Adobe Acrobat

Photograph Software to reduce resolution of photos, Microsoft PowerToys Image

Re‐sizer is free

Digital Camera with at least 8x power zoom

At least one 16’ Ladder

30’

Tape

Measure,

preferably

two

in

case

one

fails

Pitch Meter

Shingle Gauge…provided or purchased through Haag

Chalk

Carpenters Belt or Backpack

Cell Phone

E‐Mail Account…provided by NCP

E‐Fax Account or Operational Fax Machine

Color Printer/Scanner


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Rope & Harness equipment ‐ optional

M.

Methods of Communication

1. Cell Phones/Faxes/E‐Mail

NCP requires the use of cell phones. As such, the field adjuster must provide us with

their current cell number. Each field adjuster should have e‐fax or fax capabilities

and to receive and disburse fax transmittals. Additionally, each field adjuster will be

assigned a NCP email address for use with our clients. When sending e‐mails, please

use the following format for your signature:

First & Last Name

Property Adjuster

or

National

General

Adjuster

Phone (Your Cell Number)

E‐Mail Address @ ncp‐claims.com

2. FileTrac®

Each field adjuster will be provided access to our file management system, FileTrac®.

On all assigned files, the adjuster will be able to utilize the file “Notes” to document

all activities on the file, notify NCP management and administration of any issues or

requests, notify the client of an issue or request for that specific file as well as email

all

documents

to

the

policyholder.

Please

see

the

FileTrac®

section

of

manual

for

instructions on how to use.

3. Voice Mail

Voice mail boxes will not be assigned, however we ask your personal cell phone

voice mail box be set with clear and professional communication for customers to

leave messages.

4. Independent Adjuster Contact Information

Upon arrival

at

the

deployed

location,

each

field

adjuster

must

email

their

team

lead

or NCP supervisor their deployment contact information. NCP will need the name

of your hotel and room number or the name and phone number of the campground

you are staying at. We will require this information so we can properly assign claims

keeping your driving distances to a minimum. Also, the additional phone numbers

will allow us to contact you if your personal cell service quality is poor.


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Section 4

CLAIM HANDLING

PROCEDURES

AND

EXPECTATIONS

NCP requires all of our independent adjusters to follow the NCP claim handling procedures to

ensure we provide a consistent and high quality work product to all of our clients. These

procedures are a collaboration of what our clients desire and our experience over many years

to ensure quality and consistency. It also protects our client, our insured, our independent

contractors, and NCP as a way to evaluate effectiveness.

At NCP, we require the use of 3 major software programs and each employee and independent

contractor are expected to be proficient in each.

NCP will provide access to our claim management database called Filetrac®. Assigned claims

will be accessible to you as well as allow you to upload all of the necessary documentation to

handled and close your claims. This is where you communicate via proper documentation with

NCP, your client and the policyholder. This will also be where you log all of your diary notes.

You will be required to purchase and use Xactimate for your estimating, pricing, and most

report generating.

You will also be required to have and use Microsoft Word and Excel. The programs will be used

to generate your reports, view estimates from contractors, and others.

Upon deployment, you will be assigned claims and the process will begin.

1.

Claim Distribution

Initial claims will be assigned along with the field adjuster’s territory either immediately

upon deployment, during travel to assigned territory, or while waiting on standby at the

catastrophe location. Each adjuster will receive the assignments via email to their NCP

assigned email address. You will also receive your deployment instructions which will

include the type of assignment and contact information for our client. You must have this

email address

set

up

on

your

computer

and

smartphone

in

order

to

receive.

Please use this link to access your email:

https://login.secureserver.net/index.php?app=wbe


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At this point, you will also now have access to these files in FileTrac® to view contact

information, view policy declaration page, and assignment made by our client. Please be

sure to review these carefully. NCP recommends you set up a shortcut to FileTrac on your

desktop.

You can do this by pasting this link in your Web Browser’s search engine. Once the

FileTrac® page comes up, just right click your mouse on the screen and select “Create

Shortcut” to your desktop. FileTrac recommends the use of Google Chrome and Microsoft

Outlook for email service.

Please use this link to access FileTrac®:

https://filetrac.onlinereportinginc.com/system/login.asp?adjCoID=36050

These claims will not, under any circumstance, leave the care, custody or control of the

assigned field adjuster or be transferred in any way to another field adjuster without prior

permission from NCP.

In the event a field adjuster cannot handle a claim assigned to him/her for any reason, the

claim(s) will be brought to the attention of the CAT Manager, Team Lead or Manager and

assigned to another field adjuster. Failure to comply with these instructions could lead to

termination and/or forfeiture of all holdback monies generated by the field adjuster.

2.

Contact – Insured/Insurer/Agent

Upon receipt of claim assignments, it will be the field adjuster’s responsibility to review the

individual claims and instructions provided by the client. The assignments will be either

appraisal only or full assignments; however, this may vary by client. Make sure you “read

the assignment instructions carefully and understand the policy forms.” The policy forms

are in FileTrac® listed under each individual ‘companies’ special instructions. For Grinnell

Mutual, we also have a pdf file we can email, which has the majority of the necessary

policies and endorsements.

Following review

of

the

assignments,

it

will

be

the

responsibility

of

each

field

adjuster

to

make immediate telephone contact with every insured and mark the date of contact and

the inspection date in FileTrac®. Every field adjuster should triage the claim files in a manner

so as to respond to the most severe losses first.

a. “Purify the loss” ‐ When discussing the loss with the policyholder, please confirm the

loss location address and confirm the number of locations. This is especially important

from a scheduling side so you can allow enough time in between loss locations if you

know you have to go to 3 locations rather than assuming it is just one location. If the


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insured states there are multiple locations, please review the declaration page of the

policy to confirm you have coverage on each location before scheduling to inspect the

additional loss locations. It is possible this file has already been created and assigned to

you or another adjuster or it could possibly mean the insured needs to file a claim on the additional property. It also could mean insurance is with another carrier and we will

not be inspecting. Only inspect locations you have been assigned and that have

coverage.

b. YOU MUST Control your Schedule. Do NOT let your Schedule control you. Either you or

your scheduler need to schedule out all your claims letting the people know that is your

next available time/date for inspection. You can state “if something opens up earlier, I

will contact you”. Either you or your scheduler can tell them it is their responsibility

under the policy to protect their property from further damage. If changes need to be

made such

as

trees

being

removed

or

structural

repairs

needing

to

be

made,

they

need

to get photos with a digital camera or a disposable camera. Ask them to keep the

receipt of the camera and to give it to you. We can include the receipt of the camera in

the claim and the cost of developing the photos. They can get photos with a cell phone

or digital camera and email them to you or text them to you, whatever works.

c. This is also a good time to confirm their address. Please ask every insured for their

correct mailing address and their email address. section of FileTrac®.


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You must document the scheduled inspection in your diary notes as well. Below is a

screen print if how to do this.

Use the Initial Contact

Clipping and complete the

missing information. Insert your signature. Make visible to client.

Show Alert in FileTrac and

select your team lead or

supervisor.

Lastly, Save

Comment


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If you are experiencing difficulty establishing contact, we suggest you contact the producing

agent or send a contact letter(See forms library) to the insured with an e‐mail status to the

client. See the “Company Assist 1st Contact” clipping in the Notes section of FileTrac®. This

must be done if contact is not made within 72 hours of the claim assignment. See screen print below.

Use the Company Assist

1st Contact Clipping.

Insert your signature. Make visible to client.

Show Alert in FileTrac and Send Email/Text Message to

“Client Company Claims Rep for this file” and select

your supervisor or team lead, whoever they may be.

Lastly, Save

Comment

Don’t send to

David H. String


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IMMEDIATELY after attempting contact enter the date you called In FileTrac®. This is the same

place you MUST enter the Scheduled date of inspection. (To do this, hover over the contacts

notepad and this field will pop‐up, please enter here and be sure to click “update”). We will

assist and monitor the number of files assigned to each field adjuster to insure contacts and inspections guidelines are followed to ensure service and quality. These dates are necessary for

the reports we give to the client companies so they know their clients are being taken care of to

their set standards. By following this procedure, it allows NCP to defend our adjusters when

questioned by the client.

If you could only leave a voicemail message for the claim contact, enter that as your date of first

contact and click update (see below). Then enter a clipping/note that you left a message for

the claim contact and will try contact again in 24 hours. Set a reminder for the next day (see

above). Always click “Save Comment.”

3.

Appointments/Inspections

If an appointment with an insured has been scheduled for a particular day and time, it is

expected the appointment be kept. Make sure you give the insured a window of time for

this appointment as you know some inspections and travel times will vary. If you are


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running late for your designated appointment or cannot make it, you are required to make

contact with the insured to reschedule.

1.

Cancellation/Rescheduling Appointments

If it is necessary to reschedule an appointment due to any reason, lack of daylight,

weather, etc., you are required to make telephone contact with the insured to

reschedule and more importantly add a note in FileTrac® for each claim regarding

the rescheduling of the appointment. See the reschedule clipping in the notes

section of FileTrac®.

If a scheduling service is being utilized by adjuster, be aware that it is still the

adjuster’s responsibility to ensure these files are properly documented in

accordance with

these

procedures.

Under no circumstances, should you fail to make contact with the insured. If we

receive complaint telephone calls of this nature, the field adjuster may be released

from assignment and/or files reassigned.

No exceptions will be made concerning these guidelines. Failure to comply could

lead to termination of services and/or forfeiture of any holdback monies. These

field adjusters will not be allowed to join us for future assignments.

In summary of steps 1‐3, you will be assigned the claim, be required to attempt phone

contact within 24 hours and establish contact with the insured within 72 hours of

assignment to triage loss and schedule inspection. You will be required to document in

FileTrac® diary notes of each one of these actions for each claim. We also require your

inspection date be set and initial contact date be set.

4. Inspection and Scope of Property

a. Make contact with insured or the person meeting you at the property. Discuss the

damages and the property in general with that person. Sometimes there are multiple

buildings at a location and only coverage on some. This is a good time to get the name

and location

of

buildings

that

are

covered

so

that

you

don’t

inspect

more

buildings

than

are covered. You can also discuss a good location for your ladder if you will be doing

roof inspections.

b. Inspect ALL buildings that are insured even if the policyholder or contact tells you they

found no damage. We are being paid to document all damage OR LACK OF DAMAGE.

The only way to document the lack of damage is by taking MULTIPLE photographs of

covered structures from ALL sides and the roof.


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c. Photographs

Initial

photo

of

primary

risk.

If

it

is

a

homeowner’s

policy,

please

photo

a

front

view of the home. This organizes your photos on your camera and it also

confirms to us and our client that you were at the correct location. If this is a

farm with dwelling coverage, this photo should be of the dwelling. You must

photo every location you visit to ensure proper compensation on duplicate or

withdrawn claims.

If you look at a farm policy and it has a dwelling and 5 insured outbuildings and

you only write the dwelling for damage and you find no other damage to the

outbuildings, it is mandatory to photograph every covered building inspected.

You will not be compensated for inspections of Non‐Covered Buildings. We

require

photographs

and

notes

in

the

estimate

and

report

if

required

documenting no visible damage. This is DOCUMENTING NO DAMAGE.

Unless otherwise instructed, digital photographs will be used and uploaded into

Xactimate. However, if an insured provides photographs at the time of

inspection, these can be submitted along with your photographs to the company

to properly document the loss and damage. You can scan and upload these to

FileTrac® or directly into your estimate. If you put them in your Xactimate Photo

Report, Please indicate in the caption/label that these are photographs taken by

the policyholder / claim contact or whomever.

Attach all digital photographs to your estimate and properly label them with a description

of what is shown. Use good common sense but make sure all damage is properly

photographed and documented. Roof photographs must be taken from the roof. Any roof

photographs taken only from the ground will be rejected.

If there are specific client instructions regarding photographs, these instructions will be

discussed during meetings. Excessive photographs may not be accepted and will be reduced

at the discretion of the CAT claim manager. Please use the highest possible resolution when

taking photos as it presents the clearest photo to the client. Digital photographs attached

to every estimate should turn out well at (640 X 480) resolution. This is considered small

e‐mail

resolution.

If

necessary,

please

resize

using

available

reducing

software.

d. Inspect roof, exterior, interior damage and any outbuildings covered by the policy that

insured claims are damaged or could be damaged.

Roof Inspection Requirements

1. Follow the Safety Manual

2. Measurements are required to nearest inch


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3. On your way up the ladder to the roof, inspect and photo any drip edge,

fascia, the pitch meter, a shingle gauge, number of layers and for the

presence of ice & water shield.

4.

When inspecting hail damage, we require adjuster to mark the 100 square foot test square and circle hail hits while photographing the

overview of all hits on each slope with close up photos of some of the

hits. The test square should also be labeled with the slope face direction.

FAILURE TO DO THIS WILL REQUIRE YOU TO RE‐INSPECT ON YOUR TIME

AT YOUR EXPENSE.

5. Do not send photos of curled shingles and call it wind or hail damage as

we will send this estimate back for adjustment. Do not send photos of

shingles that are not sealed down and call it wind damage as we will send

this estimate back for adjustment. Please see photo library at end of

manual.

6. Be sure to photograph all slopes as this will be confirmation to NCP and

our client that insured in fact did have 14 roof vents that you are paying

for or the 2 chimney flashings your estimate has are accurate. This will

protect you and NCP from an E&O claim.

7. Photograph the roof for damage if it exists or photograph the roof to

document your findings of no damage.

Exterior Inspection Requirements

1.

Siding Measurements are required to nearest inch.

2. When calculating siding quantities, NCP does not deduct for window and

door openings, unless the opening is in excess of 32 square feet.

However, some clients require all openings, regardless of size be

deducted. It is important to review client instructions.

3. Gutters and downspouts are measured to the nearest inch.

4. Windows are exact measurements.

Interior Inspection Requirements

1. Wall measurements are required to the nearest inch.

2.

When calculating

drywall

or

wall

panel

quantities,

NCP

does

not

deduct

for window and door openings, unless the opening is in excess of 32

square feet. However, some clients require all openings, regardless of

size be deducted. It is important to review client instructions. However,

all missing walls will be deducted regardless of the size.

3. Flooring will be measured to the nearest inch to calculate the total

square footage.

4. Base/Crown will be measured to the nearest inch.


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5. Cabinets and countertops should be measured to the nearest inch

increment.

6. If there is severe interior damage, please complete an interior diagram,

as this would be of benefit to the company.

Outbuilding Inspection

1. Photograph all covered outbuildings (minimum 2 photographs showing

all four sides).

2. Estimate damage to all covered outbuildings.

Fences/Trees/and Debris

1.

Photograph and

measure

fence

damage.

2. In some cases, measure the distance of the fence from the dwelling as it

may not be covered.

3. Trees should be measured by base diameter when estimating the cost of

removal.

You must document your inspection in FileTrac®

Make sure you Save your comment!!!

e. Review scope of damages with insured and come to agreement at risk. This will save

you a lot of time later as there will be fewer supplements and fewer changes to

Make it visible to the client by

checking this box.

Show an alert in FileTrac to the

recipient selected in the bottom

box.

Insert your signature.

Select your team lead or

supervisor.


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23

estimates due missing items or repair processes. If the insured or contact person is not

available at the inspection, you must contact insured to come to an agreed scope.

5.

Rules to follow when preparing Xactimate Estimate

NCP’s published Xactimate global settings must be in place prior to starting any new

estimate. Please see set instructions on page 51.

a. Begin an estimate by hitting “Add” from the Projects tab. You must use the NCP

assigned file number in FileTrac® as your Project name in Xactimate. Do not use the

client assigned claim number.

b.

Complete your sketch of all roofs that have damages. Make sure they are all labeled to

match the policy declaration page so the client and insured can follow.

c.

All

estimates

will

follow

the

following

structure

or

tree.

This

makes

it easier

for

our

insured and client to follow.

1. Roof

2. Exterior

i. Siding

ii. Gutters

iii. Fascia

iv. Windows

v.

Window wrap

3.

B/R

#

1

4. B/R # 2

5. Kitchen

6. Bathroom, Etc

7. General Items

i. Electrical Items

ii.

Plumbing Items

iii.

HVAC Items

8. Temporary Repairs

i. Temporary Weatherproofing of Roof

9. Tree Removal

10. Debris Removal

11. Content Items – after all buildings

d. All outbuildings/farm buildings will be labeled exactly as the policy has them labeled and

in the same order. If policy calls it a Pole Barn but it looks like a Machine Shed, you will

call it Pole Barn in your estimate to also allow the insured and client to follow the

damages properly.


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e. Height and Steep Charges, should be the exact number of square on the roof. No waste

for height and steep, it is a cost for additional time it takes to access and move around a

steep and high roof including additional safety equipment. There is no waste factor

needed. f. If adding Ice & Water, please deduct amount of I&W from felt.

g. DO NOT write in your estimate “Bid Items” at the Dollar amount provided on the

bid…YOU need to write up your own scope and figure for the damage and upload the

contractors “bid” or “Estimate” or “invoice” if you have it or have taken a photo of it

(Put the photo of the document in your photo report in Xactimate).

h. Please be sure you are applying proper depreciation. You can utilize the age of

improvements in the policy declarations page, but it’s condition is also important.

Example ‐ Multiple layers of shingles under a 5 year old 3‐tab shingle roof should be

depreciated more than 25%. Please remember to apply depreciation to labor &

materials.

i. When entering your line items in estimate, make sure each is coded with the correct

building so that your recap is correct.

j. Label and upload all photos into your estimate. Please label photos with the exposure

direction. Example – Front of house faces north…the label for siding is “North

Exposure,” while the back of home is “South Exposure.”

k. If your photo does not show the damage to the item, WE WILL SEND IT BACK to you and

make you remove it from your scope and figure (estimate). Example, I was sent photos

of outdoor furniture and it did not look damaged and there were no additional photos

of damage to the furniture.

l.

Understand our client’s position on OH&P. On the Grinnell Mutual Contract we do NOT

include OH&P regardless of how many Trades you have on the estimate. We will

consider adding it if the policyholder documents to us that they hired a General

Contractor with a GC License and there is more than three trades and the cost was

actually incurred.

m. Your Estimate does not have to be “perfect” but you do need to have Coverage correct.

ACV/RCV, Limits on Buildings, correct form numbers, etc… You must be able to Explain

your estimate and logic to the Mutual and the policyholder. If they have questions I will

refer them to you. You can work on an agreed scope and figure with the policyholder

prior to having me approve your estimate/file. HOWEVER, you will want to make it

perfectly clear, to the policyholder that it is NOT approved but you will submit this scope

and figure

for

approval.

n. Fences & Antenna's ‐ Check your policy. These are typically Non‐Recoverable

Depreciation even when Coverage B (APS) is RCV.

6.

Preparation of Proof of Loss(POL) and Statement of Loss(SOL)

a. First, check your Loss Recap and look for any oddities. It could be a metal roof on an

outbuilding only shows $3000 in damages, but you are sure the replacement metal was

well over $3000. You will have to look back into your estimate and make sure all line


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items are coded with the proper building coverage. Check the recap for recoverable or

non‐recoverable depreciation. If both are present, in one covered structure, your line

codes may not be correct.

b.

If all

entry

items

are

correct

and

your

recap

looks

in

order,

you

will

print

the

SOL

by

using the “Print” button in the upper right hand corner in Xactimate. A “Claim Reports”

pop up will appear with 5 tabs. Please select the “Claim Reports” tab and scroll down to

find “Statement of Loss Report.” Highlight this document and select “View” so that you

can review the document for accuracy. You can now print to your pdf writer and save to

your designated location. You can also “Save as” a pdf.

First, select the tab “Claim

Reports.

Next, scroll down and

select “Statement of Loss

Report

Select the “Loss Recap” button from

the top of your estimate. It is found

on the “Claim Info” tab.

To Print your

SOL


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c. Proof of Loss

There are 2 types of POL’s that NCP will require you to create. One is a POL with

recoverable depreciation and another without. We will call them RCV Proof and ACV

Proof respectively. You should have previously viewed your Loss Recap for possible problems and should be ready to prepare your Proof. Right next to the Loss Recap tab

in Xactimate is your Claim Report tab. You will need to select the document called the

“Proof of Loss Report” from that tab.

You will always have to enter information on the “Risk Information” tab and then select

the correct tab for the type of Proof of Loss you are creating.

1. Risk Information – You will need to verify that the “To:” section reflects the correct

mutual or client company we are working for. You will need to enter “The cause of

the said loss:” with “XXXX Damage at risk handled under NCP Claim#xx‐xxxxx.” You

will need to enter the occupancy and any interests such as the mortgage holders.

Also,

if

you

are

using

Xactimate

version

27.3,

you

will

want

to

check

the

notary

button.

From the “Claim Info” tab, you will have to select

the “Claim Reports” button, scroll down and

select Proof of Loss Report.


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Enter the Occupancy

here. Either Farm,

Residential, Rental, or

Commercial.

Make sure the

company listed here

is the correct client

company.

Enter the Cause of

the said loss along

with NCP file number

here.

Enter the Mortgage

Holders here.

Enter the State for

the Notary here.

Press Disclaimer and confirm

yours looks like the screen below.

Please make

sure

your disclaimer on

your Proof of Loss

Report matches

the State in which

the loss occurred.

You must save and

also save text as

default for your

future Proofs of

Loss that

you

create for this

client. NCP will

provide when you

are de lo ed.


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2. RCV Proof ‐ This proof of loss has some damages that have recoverable depreciation

and this can be viewed on your Loss Recap. You must view and write down the total

recoverable depreciation as you will need to enter this in your RCV Proof. Now,

from the Proof of Loss Report you have already entered the Risk Information and will need to select the RC tab. This will bring up the following screen.

You will

need

to

enter

the

number

of

days

a supplement

can

be

filed

within

and

the

amount of recoverable depreciation the insured could potentially claim. Then select

“View” in the bottom left hand corner and make sure the proof is accurate and

matches the loss recap. You can then print to a pdf writer and save in your

designated location.

3. ACV Proof – This proof of loss has no recoverable depreciation. You will select the

ACV Tab after entering the Risk Information. This screen will only require you to

remove the check in the box labeled “Print NFIP Header” found in the lower left

hand corner. See screen print below. Please view the ACV Proof numbers as

compared to the Loss Recap to confirm all damages were included in the document.

There is a glitch in some Xactimate Software that we are aware of and do not yet

have a resolution to. If all damages are not included, you will have to modify the

Loss Recap. To modify the loss recap you will have to remove the check from the

box labeled “Auto update from estimate.” Once you do this you can enter your

totals from the bottom of the recap into the coverage that your proof is pulling

from. You will have to adjust the specific building coverage limit as well. See

screen prints below.

You will need to input

the number of days for

the Supplemental Claim

filing and the amount of

depreciation that is

recoverable. Please

check your policy closely.


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4.

Once you have viewed the POL and it is accurate, you can then print to a pdf writer

and save

in

your

designated

location.

7. Preparation of Letter to Insured and Report

We will provide field adjusters our Short Form Report, Reserve Report and Caption Report

and these must be followed. Deviation from this format is unacceptable. It is necessary for

all reports contain similar factual information and have the same look. The accepted font is

Trebuchet MS 12 point.

NCP will provide each I/A an Xactimate Form Template for these items prior to

deployment so that the I/A has the most recent edition. If you do not have these

documents, please call Dave String at 321‐684‐7017.

All losses in excess of $50,000.00 or Full Adjustment assignments require Caption Reports,

unless otherwise requested by the client.

Please make

sure these

numbers

match the

totals on the

loss recap. If

not you will

have to

manipulate

the outcome.

Make sure you “un‐check” this box.


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8. Upload Documents into FileTrac®

Once you have completed, reviewed, and saved your documents required for each file, you

will need to upload these into FileTrac®.

You will hit the upload button located under the file number and the

window below will appear.

We expect you to use the following order when uploading so that the documents are

correctly positioned for bundling and emailing to our client. The order of upload is as

follows:

Any supporting documentation, i.e. contractors estimate, notes from insured/agent

The Letter to Insured – if required

Statement of Loss

Proof of Loss

Estimate with Photos

Claim Report ‐ if required

Select the type of report

here.

Browse your computer for

the correct documents.

Check this box for all

uploads.

After doing the 3 steps

above, press “Upload

Report”


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After uploading all claim documents into FileTrac®, you are required to notate in your Diary

“All documents uploaded for review and have notified supervisor.” See screen print below.

At this point, you have completed everything and have requested review and approval

from your

supervisor

or

team

lead.

You

will

need

to

send

the

“Field

Adjuster

Billing

Worksheet.” See screen print below.

This is an example of a

correctly uploaded file and

how your file should look

after upload.

Make

it

visible

to

the

clienby checking this box.

Show the Alert in

FileTrac®.

Select your clipping.


Make sure to save your

comment.

Select your recipient. Thi

would be your CAT

Manager in most cases.


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9. Update RCV/ACV in FileTrac®

Once your file is complete, you will always input the final RCV/ACV into the pop‐up box seen

below.

DO NOT make this visible

to client.

Show Alert in FileTrac®.

Send to your team lead or

supervisor.

You will need to input all o

your billing requirements

after selecting

the

clipping

for “Field Adjuster Billing

Worksheet.” Be sure to

enter the correct fee

schedule policy type.

Example – Farm or Home Make Sure to save your

comment.

You will hover your mouse

over this and pop‐up will

appear.

You MUST enter the RCV

and ACV in every file.

Please make

sure

these

have been updated from

earlier.

Be sure to click “Update”


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10. Receipt of Team Lead or Supervisor Acceptance or Request for Correction

You will typically receive a FileTrac® notification from your supervisor or team lead within

48 hours, either approving your work or requesting corrections. a. Corrections Requested

If corrections are required, adjuster will have 24 hours to update the file for requested

corrections. If files are updated by NCP staff, we will charge back to the field adjuster

based upon the actual time it takes us to correct the issues. You will be charged back at

$80 per hour, with a minimum charge of $20.00 for ¼ hour.

If corrections require a re‐visit to the property, the file will need to be resubmitted when

those issues have been resolved.

b. Approval of File

If Supervisor/Team Lead approves your work, you will receive the following FileTrac®

notification.

These are only received if you have a Full Assignment. If you are working on Appraisal

Only Assignments and no corrections are requested, your supervisor or team lead will

submit the

closing

package

directly

to

our

client

and

invoice

as

requested.

Your

assignment

would be closed.

Once approval is received for Full Assignment, you will be required to either email or mail

the Letter to Insured, Estimate, POL, and SOL to the insured. NCP will mail or email all

documents to the insured and will notate in FileTrac when this has been completed.


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11. Re‐Open Claim:

Only our client partner can authorize a closed file to be re‐opened.

If the handling field adjuster is still on assignment, the file will be assigned back to this field

adjuster, unless otherwise instructed. If the initial field adjuster is no longer on assignment

with the CAT Office, then the Team Lead will reassign the claim to a new field adjuster.

Make sure to change the name of adjuster in FileTrac® to properly reflect the new field

adjuster. Make certain a re‐open date appears in FileTrac®. In addition, all changes must

be shown in the Notes of FileTrac®.

12.

Sales Tax:

Unless

the

insured

is

exempt

from

paying

sales

tax,

(Governmental

Entity,

Schools,

Churches, etc. are typically excluded) proper sales tax is applicable on all estimates. During

your CAT meetings, you will be instructed on the proper use of sales tax. Please check your

estimates to make sure proper use of sales tax is followed. Please go to www.zip2tax.com

for additional assistance. Another sales tax source is Avalara. Go to www.avalara.com.

13. Price List:

A reference price list of major trade items will be provided during the meetings. These

prices must be used by all field adjusters on the majority of items. Deviation from this price

list must be explained in the claims report.

All estimates must show replacement cost (RCV), depreciation and actual cash value (ACV)

of the damage. Depreciation should only apply to wearable surface items, such as roofing,

paint, countertops, floor coverings and finishes, etc.

14. Property Losses in Excess of $100,000:

Many of our clients want to immediately know when they have a claim of high exposure. As

such, upon learning the property loss you are handling will have combined reserves or

damage in excess of $100,000, please immediately notify the team Lead via a FileTrac® Note

with the

appropriate

information.

We

will

in

turn,

notify

the

respective

client

of

the

same

via e‐mail.

15. Use of Experts:

The use of experts, without written authorization and e‐mail confirmation from our client

partner is strictly prohibited. We have no authority, either expressed or implied to request

or secure the services of any expert, to include but not limited to engineers, construction

consultants, mold or water experts, roofing consultants, forensic accountants, etc.


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16. Loss Business Income Claims:

The handling of all loss business income claims will be centralized within the CAT Division.

We will develop a Loss Business Income Team to handle these claims.

When a field adjuster receives a new claim, which has loss of business income, the field

adjuster will immediately send a FileTrac® Note to the Team Lead and supply him/her with

the name of the insured, our claim number, name of our client and their claim number.

The Team Lead will then contact the client and request permission to set up a new LBI

claim. After receiving permission from the client, a new claim file will be set up in FileTrac®

and the LBI adjuster assigned to the loss will be totally responsible and accountable for the

complete handling of the LBI portion of the claim.

However; the field adjuster will have to assist the LBI adjuster with any information or

documentation the LBI adjuster requests. The field adjuster will have to provide the LBI

adjuster with an accurate reconstruction period timeframe to assist the LBI adjuster to

properly complete the LBI claim. It is the field adjuster’s sole responsibility to properly

document the period of restoration. The LBI adjuster must update the client’s file with a

formal interim report every 15 days with factual information regarding the LBI claim until

the claim has been concluded. E‐mail reports are sufficient and do constitute as a report to

the client.

17.

Condominium Claims:

The handling of condominium losses varies by each state. It is important that the field

adjuster research each state to determine if there is any specific statue regarding these

types of policies. The field adjuster will be advised at the CAT site of all of these particular

laws and statues.

However, it is most important the field adjuster secure, at minimum, the following

documents at the time of their initial inspection. These documents typically spell out what is

covered by the HO6 Policy and what is covered by the (we need to spell out what HOA

stands for) HOA Policy.

It is also important the field adjuster determine the contact name of the management

company and the point of contact at the HOA Board of Directors, usually the President. The

documents needed to handle these claims are:

Complete copy of the Master Deed.

Copy of the By‐Laws, which outlines the maintenance and insurance sections.

The field adjuster must determine if wind is excluded and any applicable

deductibles.


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The field adjuster must determine if the policy of insurance has any ordinance

coverage for Code upgrades.

18.

Code Upgrade/Civil Authority Issues:

Code Upgrade and/or Civil Authority coverage present additional problems and concerns for

the CAT adjuster. The CAT adjuster must pay particular attention when handling the large

commercial losses.

It is critical and necessary for all CAT adjusters to fully understand the impact Code Upgrade

coverage presents in the handling of CAT losses.

Here are a couple of rules to follow. First, check your policy to make sure there is coverage

for code

upgrades

and/or

civil

authority.

Next,

secure

documentation,

which

outlines

which

code upgrades will be enforced. Lastly, all code upgrades or civil authority enforcements

must be incurred. Please read your policy form because if a code is not enforced then it

may not be covered.

19.

Contents Claims:

Based upon certain client agreements, the field adjuster may be required to assist the

policyholder in preparation on their contents inventory documentation. However, we may

employ the assistance on a Contents Inventory Specialist, if the claim warrants this type of

handling.

Please notify your Team Lead any time you feel there is a contents claim, which will be in

excess of $5,000.00 or is a claim which involves original paintings, specialty items or is a

claim with unusual circumstances. The Team Lead will review the file and determine if the

field adjuster should continue handling or if it will be reassigned to a Contents Inventory

Specialists.

If the contents claim remains with the field adjuster, the field adjuster will complete a

Content Inventory Forms in the presence of the insured with their assistance. The field

adjuster will never leave blank inventory forms for the insured to complete themselves.

All inventory items will be fully described by brand, make and model. Please include the

serial numbers on major appliances along with photos of the ID plate. Adequate

photographs should be secured and should clearly depict the damaged items. Proper

depreciation should be noted and in most cases, proper sales tax should be added at the

rate, where the policyholder resides. Please note on the inventory form why an item is

being replaced.


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20. ALE Claims:

There may be instances where Additional Living Expenses are involved in a CAT claim. We

will provide specific handling instructions from each client. If our client does not have specific handling instructions our field adjuster will be required to complete our ALE

worksheet, for each loss handled. (See the Forms section of this manual)

This worksheet outlines the insured’s normal expenses and further outlines additional

expenses incurred by the insured. Remember, the insured is only entitled to additional

expenses over and above their normal expenses they incur as a result of a covered loss.

21.

Reporting Requirements

On personal

line

claims,

following

receipt

of

an

assignment(s),

field

adjusters

are

required

to

submit a closing or interim report within fifteen (15) days of receipt of the loss. Then

subsequent file notes on status every fifteen (15) days, until the claim is concluded.

On commercial lines claims, each field adjuster must submit a Reserve Report to our client

within five (5) of the date of inspection. A Caption Report must be submitted within fifteen

(15) days of the date of the Reserve Report and every fifteen (15) days thereafter until the

loss is concluded.

If the Client Partner has different reporting guidelines, these guidelines will be discussed at

weekly meetings and disseminated to the staff.

22.

Closure Ratio

Closure ratios for full assignments will be required to be 15 days on average and for

appraisal assignments to be 10 days on average. These will be managed by claim

distribution. You will not be assigned more claims than you can turn in 15 days or 10 days,

respectively.

Failure to close claims at this rate could result in the following:

Claims being

reassigned

to

another

adjuster

No more claims assigned to you

Termination of services

Additional claims will only be assigned to those field adjusters who follow the above

procedure.


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Section 5

FileTrac®

NCP is fortunate to partner with Online Reporting. FileTrac® is a robust internet claims

management database capable of handling all of the needs and requirements of our clients

while still allowing the CAT adjuster to work off site during a storm. All CAT clients will have

access to their claims through this system and you will be provided a login and pass code for

your assigned files. Please email your team lead or supervisor if you have not been

provided this information.

Please use this link to access FileTrac® for NCP:

https://filetrac.onlinereportinginc.com/system/login.asp?adjCoID=36050

We recommend you enter this into your web browser and then when the login screen

appears, right‐click your mouse and select “Create Shortcut” sending this link to your

desktop.

Once you login, you will see the screen below:

Instructions on how to use each of the above lettered functions will follow below. The

letters correspond to the appropriate chapter of this Section.

B

A

C


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A. MANAGE CLAIMS

This is the area of FileTrac® where all of your assigned claims will be located. You can

either select “Manage Claims” at the top of the main screen or you can select to search for a specific claim.

1.

Search Claims or View Claim

Select this one or use the search located in the upper right hand corner like this.

You will need to use the drop down box to determine how you will search for a specific

file or files. You can use File # (Exact) or any of the available search options. Hit search

and wait for FileTrac® to retrieve your request.

If you select one specific file to search for and you have entered the information

accurately, you should be able to view it alone or with minimal choices. It will look like

this.

If you selected “Manage Claims”, you will see all assigned and open claim

files in numerical order. You can re‐organize your view by selecting any of

the column headers. Please note, when you orgainze these you will pull

all of your open files into the fields. Remember to change your search

option to “Closed Claims” if you are searching for closed claims.


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Now, you are working your specific claim and will operate all functions regarding this

claim from this location. You can hover your cursor over some of these specific data

fields and receive more information. For example, if you hover your cursor over the Company/Rep field you will receive more detailed information on your particular

company. In the above screen print, your cursor would need to be over the “Pioneer

Mutual Ins. Association.” If you hover over the Rep field right below, in this case “Scott

Arenohlz”, you will get his direct contact information. Same can be said for the

insured’s name.

2.

Upload Files to Claims

Once you have completed, reviewed, and saved your documents required for each file, you

will need

to

upload

these

into

FileTrac®.

You will hit the upload button located under the file number and the

window below

will

appear.


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We expect you to use the following order when uploading so that the documents are

correctly positioned for bundling and emailing to our client. The order of upload is as

follows:

Any

supporting

documentation,

i.e.

contractors

estimate,

notes

from

insured/agent

The Letter to Insured – if required

Statement of Loss

Proof of Loss

Estimate with Photos

Claim Report ‐ if required

After uploading all claim documents into FileTrac®, you are required to notate in your Diary

“All documents uploaded for review and have notified supervisor.” See screen print below.

Select

the

type

of

report

here.

Browse your computer for

the correct documents.

Check this box for all

uploads.

After doing the 3 steps

above, press “Upload

Report”

This is an example of a

correctly uploaded file and

how your file should look

after upload.


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Make it visible to the clien

by checking this box.

Show the Alert in

FileTrac®.

Select your clipping.


Make sure to save your

comment.

Select your recipient. Thi

would be your team lead i

most cases.


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At this point, you have completed everything and have requested review and approval from

your supervisor or team lead. You will need to send the “Field Adjuster Billing Worksheet.”

See screen print below.

DO NOT make this visible

to client.

Show Alert in FileTrac®.

Send to your team lead or

supervisor.

You will need to input all o

your billing requirements

after selecting the clipping

for “Field Adjuster Billing

Worksheet.”

Make Sure to save your

comment.


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3. Update RCV and ACV in Files

Once your file is complete, you will always input the final RCV/ACV into the pop‐up box seen

below.

4.

Email in FileTrac®

In order to properly document all activity on our files, NCP will require all

correspondence to be logged in the diary notes of the claim. Understanding and

utilizing this tool in FileTrac® will save you, the adjuster time as you will not have to

cut and copy these things into the notes after they have been sent. You can create

emails and you can email documents from the file as attachments in an email.

Creating an Email

You will simply select your notes in the specific file you are working.

You will hover your mouse

over this and this pop‐up

will appear.

You MUST enter the RCV

and ACV

in

every

file.

Please make sure these

have been updated from

earlier.

Be sure to click “Update”


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The screen below will appear.

ENTER YOUR EMAIL

MESSAGE HERE.

BE SURE TO ENTER YOUR

SIGNATURE BELOW. Select your

communication met

as “Send Email/Te

Message”

Then, select who yo

are emailing. If you

emailing a recipien

outside of NCP or o

client company, you

select this spot an

enter the email addr

of the recipient.


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Email Documents as Attachments

You can hover your mouse over the “Eyeball” next to Reports on the Manage File screen

and the following pop‐up will appear.

Sending a SINGLE DOCUMENT

requires you to simply select “Email”

out to the right of the document. See

below for next step.

To send out MULTIPLE DOCUMENTS

select “Create PDF Bundle located at

the top. See page XXX for the next

step.


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Single Document Screen

B.

ALERTS

The Alerts on FileTrac® are very important to your daily work. These are utilized by the

staff here at NCP and your team leads to notify you of items related to your specific

files. YOU MUST CHECK YOUR ALERTS DAILY.