www.iamovers.org VOLUME XLVII The Journal of the International Association of Movers May / June 2015 Pulling Back the Curtain on Risk Management and Claims get in touch Adv_Goss_Portal_21,6x28.indd 1 23/10/14 13:36 www.compactmovers.com Risk management solutions for the transportation and moving industry Wells Fargo Insurance understands that the handling of household goods damage requires a sensitive approach compared with usual marine cargo claims. Through offices located in Singapore, London, New York, and Los Angeles, our network of dedicated survey agents and repair firms can help you manage settlements almost anywhere in the world. • Online administrative tools • Errors and omissions • Open marine cargo/shipper’s interest • Directors’ and officers’ • Motor truck cargo • Commercial auto • International and domestic • General, excess and umbrella • Property • Environmental liability • Vacant dwellings • Workers’ compensation Call today. Michael Fitzpatrick 310-792-8449 [email protected] Wells Fargo Insurance Services USA, Inc. does not provide insurance products and services outside of the United States. Insurance products and services may be provided outside of the United States by foreign brokers licensed within their home venue. Foreign brokers are not employed by any Wells Fargo legal entity. Foreign brokers are individual insurance brokers responsible for compliance with all regulatory requirements of their home venue. In the United States, products and services are offered through Wells Fargo Insurance Services USA, Inc. and Safehold Special Risk, Inc., dba Safehold Special Risk & Insurance Services, Inc. in California, non-bank insurance agency affiliates of Wells Fargo & Company. Products and services are underwritten by unaffiliated insurance companies except crop and flood insurance in the United States, which may be underwritten by an affiliate, Rural Community Insurance Company. Some services require additional fees and may be offered directly through third-party providers. Banking and insurance decisions are made independently and do not influence each other. © 2014 Wells Fargo Insurance Services USA, Inc. All rights reserved. WCS-1196553 2014–2015 EXECUTIVE COMMITTEE CONTENTS PRESIDENT Terry R. Head THE PORTAL • May/June 2015 • Volume XLVII CHAIR Margaret (Peg) Wilken 8 HEADLINES / Terry R. Head Stevens Forwarders Inc. Things Happen! VICE CHAIR Tim Helenthal National Van Lines, Inc. FEATURES 11 PORTAL FOCUS: RISK MANAGEMENT AND CLAIMS GOVERNING MEMBERS AT LARGE 11 When Bad Things Happen to Good Movers / Joyce Dexter John Burrows 12 Four Things to Remember about Household Good Transit Insurance / Rachel Hearn DeWitt Moving & Storage 13 Proper Documentation Protects Everyone Brandon Day 14 Get to Know Your Spiders / Anne Van Gils Daycos 16 The Perils of Underinsurance / John Luker Stephan Geurts Jr. 17 Expediting Legitimate Claims Benefits Both Mover and Client / Nikhil Ohri GovLog, N.V. 19 The Future of Transit Damage Control / Dan Manning Michael Richardson 20 Repair vs. Cashouts: The Controversy Continues / Alan R. Jobe Senate Forwarding Inc. 22 Putting a Positive Spin on Claims / Eric Vaughn CORE MEMBERS REPRESENTATIVE Jackie Agner 25 CMMB Outlook CMI—California Multimodal LLC 29 Portal Profile CORE MEMBERS REPRESENTATIVE AT LARGE When It Breaks ... She Fixes It / Joyce Dexter Boris Populoh Willis Relocation Risk Group 31 IAM Young Professionals (IAM-YP) IAM-YP REPRESENTATIVE Catherina Stier 43 Military/Government Update MS Partnership 2000 Srl. Early Peak Season Observations / Charles L. White GENERAL COUNSEL EMERITUS 45 TechNotes Alan F. Wohlstetter 49 Portal to Asia CORE MEMBERS MANAGEMENT BOARD Overview of 2015 Regional Market / Rob Faraone AFRICA Laura Wegener Stuttaford Van Lines 53 Maritime/Ocean Shipping Patrick Le Merrer Deminter International 55 Is the Industry Thriving, Striving or Diving? The Results Are In / Brian Limperopulos CENTRAL & SOUTH AMERICA & CARIBBEAN 79 Washington Update / Jim Wise, PACE, LLP Government Relations Alvaro Stein Decapack Manuela Carolina Caribbean Moving Services N.V. Green Inks EASTERN & SOUTHEASTERN ASIA Aakanksha Bhargava DEPARTMENTS PM Relocations 57 Industry News 82 Advertisers Index Patrick White 75 Welcome New Members 82 Industry Calendar Santa Fe Group 81 Portal Advertising EUROPE Aivars Usans FF International Movers, Ltd. The Portal is published bimonthly by THE PORTAL Barbara Savelli the International Association of Gosselin Mobility Italy Movers (IAM), 5904 Richmond Hwy., President & Publisher Terry R. Head MIDDLE EAST & NEAR ASIA Suite 404, Alexandria, VA 22303. Senior Vice President Ajay Bhalla Phone: (703) 317-9950. Fax: (703) Charles L. White Leader Relocations 317-9960. E-mail: [email protected]. General Manager Belvian W. Carrington Sr. Eran Drenger Website: www.IAMovers.org. Ocean Company Limited Director, Communications & Member Engagement Janet Cave Seely NORTH AMERICA Send subscriptions, advertising mate- DIrector, Programs Heather Engel Brian Limperopulos True North Relocation, LLC rial, and changes of address to Manager, Operations Arthur Drewry [email protected]. Jamila Kenney Taylor International Send editorial material to Manager, Member Services Julia O’Connor OCEANIA [email protected] and Manager, Website Content Rebecca Parker [email protected]. Carl Weaver M. Dyer & Sons Inc. Membership Services Coordinator George Cooper Ayana Singhateh Australian Vanlines Layout/Design/Editor: Joyce Dexter HEADLINES Things Happen! xperiencing loss and damage during the movement of household goods and other Ecargo is inevitable. Even if you have the best packers and loaders and employ the most modern and innovative crating and shipping techniques—things happen. Our industry’s shipments are sometimes exposed to a variety of circumstances no one can predict or totally control—such as truck accidents, severe weather, ships collid- ing/sinking, port strikes, work stoppages, civil strife and yes, even war. As Portal Editor Joyce Dexter observes in her lead story, bad things sometimes happen to good movers. It’s how we as movers respond after loss or damage occurs that can set us apart. Having worked in and with the industry for almost 50 years, I have seen brochures and advertisements for thousands of movers, but rarely if ever have I seen a company boast that their claims department and after-loss/damage service sets them apart from other moving companies. It’s just not an aspect of the moving process our industry has chosen to promote—but maybe we should. In our industry’s marketing materials and during the pre-move selling conversa- tion with the customer we typically get around to talking about liability and insurance. But the elephant in the room, which few salespersons focus on, is what the mover, its insurance adjusters, claims servicing company and repair or restoration firms can do for the customer once a loss occurs. Nobody wants to talk about it, but we all know things happen. Any moving company owner or manager understands the impact that cashing out TERRY R. HEAD claims can have on the profitability of a given shipment, and the importance of financial IAM President losses due to claims with respect to a company’s year-end balance sheet. This is why we work so hard to minimize claims in the first place. Now, the industry is coming to recognize the growing role of timely and proper servicing of loss and damage claims in retaining accounts, as well as generating repeat customers and referrals. When I was in business my company always placed a lot of emphasis on our claims settlement process, and as a result we often heard, “I’m choosing to move with you again because of how you handled our claim.” In this age of social media, and thanks to the increasing use of post-move surveys to gauge customer satisfaction, claim servicing has gained a new prominence in our industry. For that very reason this issue highlights some of the IAM members and other industry stakeholders whose primary business is to support movers in addressing loss and damage claims and make the customer not only whole again—but happy! I think you will learn a lot about some new innovative methods to reduce and man- age risk, minimize losses and perhaps even gain a new appreciation for how these types of companies help both maintain your company’s reputation and benefit your bottom line. In addition to presenting this exploration of claims and risk management, this issue features a host of other great articles and information that you’re sure to find interesting. Rob Farone, IAM’s regional relations liaison for Asia, discusses the anticipated impact of the United States’ “pivot to Asia” and the growing importance of the Association of Southeast Asian Nations (ASEAN) with respect to global trade and ultimately interna- tional mobility and moving. Of special note is the article by IAM Director of Programs Brian Limperopulos, wherein he shares preliminary findings from the2015 State of the Industry Survey that IAM conducted earlier this year. Take a moment to review the survey results to see how your company might be faring compared to your fellow members and competitors. And finish up by reading about promotions, new hires and company expansions at IAM member companies—all developments that bode well for the health of our busi- nesses as we approach the busy summer season. 8 May/June 2015 • THE PORTAL IAM: Moving Forward Together By land, air or sea, the DeWitt Companies MAKE IT EASY EASY AFFORDABLE SAFE Our experienced staff and Our rates are competitive, Your shipments are kept personalized service makes moving and our outstanding service safe and secure no matter shipments simple and easy. is unmatched. how far they’re going. 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