Countdown to Phaseout of New R-22 Production

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4/8 Update

Our offices continue to remain open to help you settle your HVAC claims. As an essential service, we are able to continue with our onsite assessments as usual. However, if your insured is not comfortable having someone inside of their property at this time, we do have additional options that don’t require a personal visit to the loss location to help you make claim decisions. We are here for you during this unprecedented time, please do not hesitate to reach out to our team with any questions at 888-407-5224 or info@hvaci.com.

3/20 Update

We are committed to making the changes necessary to adapt our service model as needed to ensure consistent and comprehensive services and solutions for all of our customers.

Our offices remain open and all services are fully operational.  However, in an effort to maintain social distancing, a large segment of our staff is working remotely. Our teams and offices have utilized a number of flexible work arrangements over the years while servicing your business, which has made this transition seamless. 

Additionally, we are adapting our standard onsite assessment service to provide you with the answers you need for your claim settlements virtually and through zero contact exterior inspection where allowed.

We will continue to update our customers and this page on any changes as they occur.

3/13 Update

We are all aware of the COVID-19 health incident currently happening and we are monitoring the situation. Our preparation for a potential COVID-19 outbreak is consistent with what’s in our existing business continuity and disaster recovery plan. We’d like to take this opportunity to remind our customers of our cloud-based applications, remotely located workforces and regionally located offices across the country. The following questions illustrate how we plan to continue servicing our customers during these unprecedented times. 

Is there a business continuity plan in place if there is an impact at your corporate office?

Yes. Our preparation for a potential COVID-19 outbreak is consistent with what’s outlined in our existing business continuity and disaster recovery plan. Our cloud-based applications, remotely located workforces, and regionally located offices across the country allow CCG and our brands to continue to operate without disruption in the event of an outbreak.

Utilizing both our voice over IP and other cloud-based applications, we are able to have any and all employees move to remote work at a moment’s notice.

What does that mean for the level of service your corporate resources provide our customers and claim handlers?

CCG and our suite of solutions (HVACi, StrikeCheck, and JMI Reports) maintain operations and offices in Charlotte, NC; Cleveland, OH; Hartford, CT; Lafayette, LA; and San Francisco, CA. Utilizing our cloud-based claims management platform, we can balance our workload across all of these offices and our operation team members, who work remotely.

What guidance are you providing to your technicians who may be responding to a home affected by COVID-19? 

In the event that we are notified that an insured may be affected by COVID-19, our technicians are instructed to perform an outside-only inspection of claimed equipment. We will perform thorough testing of the available equipment, per our normal technical best practice guidelines. 

As with all claims, we will review all other available information and communications from insureds and their contractors, in order to provide the most comprehensive report and findings possible.

How will you continue to provide field services quickly?

We have multiple technicians in most geographies, allowing us to service the needs of your insureds. In the event that there is a potential service-level impact, we will notify the adjuster on the front end of the claim in order to communicate any potential delays.

What communication expectations do you have if one of your technicians is directly impacted by COVID-19 and is not able to provide service to our customers?

Until further notice we are asking our technicians the following 3 questions, at the time every inspection is scheduled:

1. Have you been out of the country in the last 3 weeks?

2. Are you currently experiencing any flu-like symptoms?

3. Have you or anyone in your immediate family or work environment been exposed to the COVID-19 virus? 

If the answer is yes to any of the above questions, then they are not assigned to the claim and are put on a temporary hold in our network. The temporary hold is currently set at 14 days and will be revised per Center for Disease Control (CDC) recommendations.

In addition, we have sent a mass communication to our technicians outlining the CDC’s recommendations to minimize contraction of the virus.

What have you asked your technicians to do if a customer refuses to let them on the property for an inspection, or asks them to leave a job currently in progress due to COVID-19 concerns?

Our technicians are directed to immediately vacate the property and contact our central office right away.  At this time our central coordinating team will contact the adjuster and offer to address the needs through a desktop review service.

In general, how would you characterize the overall ability of your network to respond in general in the current environment and in the future as this unfolds?

Our preparation for a potential COVID-19 outbreak is consistent with what’s in our existing business continuity and disaster recovery plan. Our cloud-based applications, remote workforces and regionally located offices across the country allow CCG and our brands to continue to operate without disruption in the event of an outbreak.

Utilizing both our voice over IP and other cloud-based applications, we are able to have any and all employees move to remote work at a moment’s notice.

What impacts do you anticipate in the billing, work processes, and service levels?

Our management has reviewed all 10 stages of our claim life cycle and determined that we have sufficient redundancy in each stage to allow for the continuation of all services without disruption in the event of an outbreak.

3/5 Update

We are all aware of the COVID-19 health incident currently happening and we are monitoring the situation. For updates, we are referring to the World Health Organization’s page on the COVID-19.

Our preparation for a potential COVID-19 outbreak is consistent with our existing business continuity and disaster recovery plan. We’d like to take this opportunity to remind our customers of our cloud-based applications, remotely located workforces and regionally located offices across the country.

CCG and our suite of solutions (HVACi, StrikeCheck, JMI Reports) maintain operations and offices in Charlotte, NC, Cleveland, OH, Hartford, CT, Lafayette, LA, and San Francisco, CA.  Utilizing our cloud-based claims management platform, we can balance our workload across all of these offices and our remotely located operation team members.

In addition, we have over 3,000 field inspectors located throughout the country ready to receive assignments and assist with your claims assessment needs.

Lastly, utilizing both our voice over IP and other cloud-based applications we are able to remote locate any and all employees at a moment’s notice.

Based on our applications, management, and operational structure, CCG and our brands can continue to operate without disruption in the event of an outbreak.

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