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What to Look for in an HVAC Claims Vendor

In this competitive insurance marketplace, customers are always looking for the best deal and enhanced services. One of the key challenges for insurance companies is making certain that their claims are settled promptly and accurately — but that can be difficult when dealing with such complex equipment as HVAC systems. Working with an HVAC claims expert ensures that you receive actionable reports in a timely manner, allowing you to provide a superior customer experience for your policyholders. Here’s what you need to consider when hiring an HVAC claims vendor.

Comprehensive Reports

Making a settlement decision on the HVAC portion of a claim can be tough, which is why you need a vendor that provides clear, readable reports, with at-a-glance information as well as the deep level of detail needed for your case files. Your vendor’s reports should clearly describe the cause of any loss: hail, lightning, wear and tear, fire, water, theft or other peril — with actionable findings that include the extent of the damage, the parts and labor required to return the insured to pre-loss condition, labeled photos of all equipment, and a “Like Kind and Quality” replacement option.

Exceptional Customer Service

You strive to provide excellent customer service to your policyholder, and your HVAC claims vendor should, too. Not only should your vendor provide stellar service to both you and the insured throughout the inspection process, but they should also continue to be available to answer questions or solve any issue that occurs after the report is sent. This post-report support can separate a good vendor from a great partner by quickly providing additional details to help a claims adjuster be successful.

Rapid Cycle Times

In an ideal world, your report should be ready before you even ask for it, as opposed to you having to chase down your HVAC claims vendor to get it. Because many other elements are waiting on this critical information, the quick response time from a true HVAC claim partner can have a major positive impact on the overall claims process. Timely responses to your inspection requests can help shift the momentum on a claim, improving both workflow efficiency and staff productivity.

Knowledge of the Claims Process

A qualified HVAC claims vendor should understand how the insurance process works and how to navigate this realm. If they don’t know this basic information, you may find yourself wasting valuable time tracking down answers or smoothing ruffled feathers with the insured because of your vendor’s lack of claims experience. Additionally, a knowledgeable vendor can quickly identify any issues and create a comprehensive report without a great deal of input or direction, thereby streamlining your claims process.

Rigorous Onboarding Process for HVAC Technicians

Your HVAC claims vendor should provide you with only trusted and vetted technicians, which begins with a strict onboarding process to ensure consistent output. Each technician allocated to a project should have valid, up-to-date licenses and have submitted to a background check, providing peace of mind to both you and your insured.

You should also be able to trust that the field technician is an expert on the type of equipment claimed. The ideal vendor requires their technicians to have proven experience and undergo technical testing, to ensure that whomever they send out to assess equipment for your claim is adept at the job.

Delivering Unbiased Recommendations

A great HVAC claims vendor simply gives you the facts you need to settle your claim, and should not have a stake in whether the claim is settled — or for how much. You should never have to worry about whether the technician is pushing for a replacement because they’re going to profit more from that than from a repair. Finding a trusted, unbiased partner is critical to accurately settling your claims.

You deserve access to an excellent vendor with the technical knowledge required to provide expert HVAC recommendations. Your insured expects top-quality customer service throughout the claims review process — and you can trust the professionals at HVACi to deliver actionable and prompt damage assessments. Contact us today to find out how we can assist you with all your HVAC claim needs.

HVAC Vendor Comparison

The Phaseout of R-22 Refrigerant White Paper

After 10 years of talk about the phaseout of R-22 refrigerant, the time has finally come for what used to be the leading residential HVAC refrigerant.

Meanwhile, a lot of misinformation surrounds the ban on production and import of R-22. As an adjuster, it’s important for you to understand the related implications on property claims, and what the future may hold for HVAC refrigerant.

To ensure that you have all the facts about this federal regulation, we’ve developed an extensive white paper on the subject. This resource includes discussion of:

The legality of continued use of R-22 in HVAC systems.
The Montreal Protocol, which required the manufacture and importation of R-22 to end in the United States as of January 1, 2020.
Recovering, recycling, and reclaiming of R-22.
Alternative refrigerants approved by the Environmental Protection Agency.
The effect of the Kigali Amendment on the production and use of the replacement refrigerant R-410a.

To receive your free copy of our white paper “The Phaseout of R-22 Refrigerant,” please fill out the provided form.

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Residential Boiler Claim Case Study

Boiler claims can be tricky. When an adjuster in New York received a sudden boiler failure claim in which the insured had requested a replacement for nearly $6,000, he decided to bring in HVACi to ensure the claim was being settled accurately. This case study illustrates how we helped him close the file in just four business days.

Want to know how HVACi was able to assist on this claim? Simply fill out the provided form.

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Lightning Claim Case Study

As the nation’s leading provider of HVAC damage assessments for insurance carriers, HVACi is expert at evaluating lightning damage to HVAC systems. When an adjuster handling a lightning claim involving HVAC equipment in northern Texas needed to verify cause of loss and scope of repairs, HVACi was there to help. This case study illustrates how bringing in HVACi claim experts saved the carrier over $20,000 and saved the insured from paying top-grade prices for builder-grade equipment.

To read more about this claim, simply fill out the provided form.

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Furnace Basics Claim Guide

In the cold winter months, you’re likely to see your share of claims involving furnace damage. To accurately handle such claims, it’s critical to understand the differences in furnace types, what perils are common, and what to look for when investigating this equipment. Good news: Our new interactive guide covers all of these topics.

Make sure you’re prepared for the next furnace claim that comes your way. Simply fill out the provided form to receive your free copy.

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Furnace Claims 101: The Basics of a Residential Furnace

A furnace is an essential part of many homes, and frequently used during the colder winter months. With this increased usage, adjusters can expect to see a parallel increase in furnace claims. Here’s a quick refresher on the basics of furnace systems, their typical components, and common failures to be familiar with.

What Is a Furnace?

The furnace, a type of forced-air system, acts as the primary heating source for a residential structure. Despite their complex appearance, furnaces are relatively simple to operate and understand. While they may have multiple fuel types, each furnace contains similar components designed to ensure that it runs smoothly and safely. Still, it’s crucial that all furnaces are regularly maintained and inspected to confirm that all parts are working properly.

How Does a Furnace Work?

To operate the furnace, the user sets the desired temperature at the thermostat, which sends a signal to the system to engage. The heat source warms the air (either directly or through the use of a heat exchanger), which then blows through the ductwork and out the supply registers into various rooms of the house. Once the set temperature of the thermostat is satisfied, the furnace automatically shuts off until the temperature falls below its setting again.

Understanding the Main Types of Furnaces

Today, the most common type of furnace in a home is the natural gas furnace, which utilizes gas via a pipe into the home from a municipal line. A natural gas furnace provides quick, powerful heat at an economical price point.

If a home does not have access to natural gas, an oil-burning furnace may be required. Homeowners with oil-burning furnaces must install a storage tank for the fuel and make sure the tank is always adequately filled for their heating needs. However, an oil furnace carries a much smaller risk of carbon monoxide exposure and is often one of the most durable heating systems.

Another fuel source used for home heating is propane. Similar to oil furnaces, propane requires a fuel storage tank. Propane furnaces provide a clean and safe heating option for areas that don’t have natural gas service.

Although less common, electric furnaces use electric heating elements instead of fuel. They tend to be a less efficient choice, but electric furnaces are often an inexpensive purchase, and they’re more compact and able to fit in smaller spaces.

Types of Damage Furnaces Can Experience

Heat Exchanger Failures

The most common furnace failure is a cracked heat exchanger, which often occurs due to the wear and tear of a system over time. The heat exchanger often rusts or corrodes, which turns into cracks and holes throughout the system. Additionally, thermal fatigue, the gradual deterioration and eventual cracking of the metal, is due to the constant heating and cooling process; this eventually leads to the failure of the heat exchanger. These are not sudden or accidental events — they develop over time.

An example of a rusted and cracked heat exchanger

Puffback

Puffbacks are events in which a buildup of unburned fuel ignites and pushes back out of the burner section instead of burning cleanly into the burner area. In a forced-air system, the soot and oily smoke may leak into the supply air, travel through the ductwork, and be dispersed throughout the home.

The most common cause of a puffback is too much fuel in the combustion chamber at the point of ignition. In oil furnaces, this commonly occurs when water is mixed with the fuel. This creates a sludge-like substance that keeps the oil from burning properly, building up fuel within the combustion chamber. This can also occur if ignition is inconsistent or delayed, as it causes a buildup of fuel in the combustion chamber.

Soot damage following a furnace puffback

If the puffback spreads throughout the home, all items and surfaces affected must be thoroughly cleaned, in addition to the entire furnace and ductwork systems. Steel ductwork can often be cleaned, but flexible ductwork will likely need to be replaced. With regular maintenance, the risk of a puffback can be significantly decreased.

High Voltage Surge

High voltage surges can occur any time of year and may cause damage to the myriad of electrical components in the furnace system. The common parts most likely to be affected are transformers, furnace control boards, thermostats, draft inducers, gas valves, and blower motors. Any electrical issues require a certified HVAC technician to properly diagnose the system to determine what caused the loss and what steps can be taken to return the insured to pre-loss condition.

Visible surge damage to a furnace’s control board

Smoke and Fire

Residential fires often lead to catastrophic damage, including smoke and residual water damage (see below). Depending on whether the smoke-related damage is from dry smoke, smoke from a protein in a kitchen fire, or oily smoke due to puffback, the type of destruction and the repair options differ. As mentioned, if the smoke enters the furnace system and ducts, everything must be cleaned properly.

Water

Water damage can corrode a system’s internal components, such as the burners, but it’s more likely to cause an issue with the furnace’s electrical components. All water-loss scenarios require a determination of how much water was present, how long the unit was wet, what type of water was involved, and the unit’s overall condition prior to the loss.

In a better-case scenario, the furnace can be dried and cleaned, and only the affected electrical components need to be replaced. In order to make that determination, however, a qualified HVAC technician should be consulted for a final diagnostic report. (Pictured: Corrosion on the furnace’s burners following water damage)

HVACi Takes the Guesswork Out of Furnace Claims

Furnaces are the core component of a home’s central heating system, and therefore need to be carefully maintained and inspected on a regular basis. In the case of a loss, a trained technician is often required to evaluate the furnace and ductwork before a claim can be settled.

HVACi’s qualified technicians possess the right training and tools to investigate and identify a furnace system’s current or potential future failures. Based on our technician’s findings and forensics-backed best practices, we provide a report that outlines recommended next steps and a cost estimate. Submit your furnace claim today to settle quickly and accurately.

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Furnace Basics Claim Guide

Boiler Basics Guide

Boiler Basics Claim Guide

As an adjuster, you’re likely to see your share of boiler claims each fall and winter (or even summer, if a boiler acts as a water heater). It’s important to know how to deal with these claims accurately.

To help you handle boiler claims, we’ve put together a guide that provides all the information you need, such as how these systems work, common types of boilers, and what to look for when investigating claims.

Be prepared the next time a boiler claim lands on your desk. Fill out your contact information in the form provided to get your free boiler basics claim guide.

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Boiler Claims 101: The Basics of a Residential Boiler

Each winter, homeowners are reminded of the importance of their boiler systems, particularly if a system isn’t working as it should. As boiler claims begin to appear on adjusters’ desks in the colder season, it’s important to understand the basics of these systems and how they work.

What Is a Boiler?

Boilers are hydronic heating systems, meaning they use water to transfer heat. This type of system has many benefits, one of which is maintaining more consistent temperatures. Boilers are also typically more efficient than forced-air systems and require no ducts. This in turn keeps dust, allergens, and mold from being transmitted into the home’s air via the ductwork.

The boiler sends heated water to the terminal units (radiators in this example). The water transfers heat to the air and then returns to the boiler, where the cycle is repeated.

Understanding the Differences Between Natural Gas and Oil Boilers

Two main types of fuel are used in residential boilers: natural gas and oil. Natural gas burns cleanly and has been cheaper than oil in recent years. Gas is supplied from the utility company through service lines into the home. To identify if a boiler is using natural gas, look for a gas supply line with a shut-off valve near the boiler. (Pictured: A residential gas boiler)

Oil boilers, on the other hand, require a large onsite tank that stores anywhere from 200 to 1,000 gallons. Oil is often used in areas where natural gas is not available.

Delivering Heat Through Different Types of Terminals

To provide heat to a conditioned space, a hydronic system heats water and distributes it through the sealed pipes and into the terminals throughout the property. Three main types of terminals are commonly found in residential properties.

Radiators, one of the most frequently claimed types, are relatively large and typically made from steel, aluminum, or cast iron. More modern radiators use water to provide heat, but about 10% of systems in older homes still have steam radiators. In a steam heating system, the boiler heats the water until it becomes steam. The steam then travels through the radiators to transfer heat before condensing back into water and returning to the boiler for reuse. (Pictured above: A residential radiator)

Another common boiler terminal is a baseboard register. Important note: Some electric baseboards are not connected to any type of central heating system; you can identify these by their individual thermostatic controls. It’s crucial to understand the difference between the two, since electric convection baseboards encounter completely different issues than hydronic. While electric baseboards operate exclusively off of electricity, hydronic heaters produce radiant heat by pushing water up from the boiler and through the baseboards’ uniquely fin-shaped pipes for an even warmth. (Pictured: Inside of a baseboard register)

An underfloor hydronics system is another type of boiler terminal, although less common than radiators or baseboard registers. Here, water is brought up from the boiler and delivered through the individual pipes located on top of the slab or subfloor. The pipes are covered by the finished flooring and produce an even, radiant heat that rises from the floor. The biggest disadvantage to this type of hydronic system is the ability to easily diagnose a pipe leak.

An underfloor radiant heat system

Common Types of Boiler Losses

Boilers can encounter significant (and costly) issues, particularly during the winter months. It’s critical for adjusters to work closely with a trained technician to diagnose and repair all issues that may occur with a hydronic system, as the slightest oversight can create dangerous situations.

Freeze Damage

During the winter months, freezing temperatures can burst pipes and valves on all types of boilers. This can occur in a single zone or throughout a home’s system, and the resulting water damage can be catastrophic if it’s not handled quickly. Additionally, the scope of damage may vary significantly. While copper piping can be easy to repair, cast iron is not, and cracked radiators will need to be fully replaced. (Pictured: A cracked radiator caused by freezing conditions)

Puffback

Puffback can occur when a boiler doesn’t properly ignite and allows gas or oil vapors to build up within the combustion chamber. When it does eventually ignite, the excess fuel can cause anything from a small amount of smoke to a mess of smoke and soot, which is then released into the area surrounding the boiler. In rare cases, smoke and soot can also travel up the piping along with the heat that continues to circulate throughout the home.

Low Water Cutoff Failure

A common boiler issue is a failure in the low water cutoff switch, which can occur due to either a lack of regular maintenance or age-related wear and tear. The cutoff switch ensures that the boiler does not heat up without an adequate amount of water. If the boiler runs without enough water, it could crack the heat exchanger or the combustion chamber.

While these low water cutoff devices come in both electrical and mechanical varieties, the mechanical switch is more likely to fail prematurely. One common reason for this failure is that the float mechanism sometimes becomes waterlogged, which then sends a false negative indicating that there’s not enough water in the system. This in turn automatically shuts off the system.

Another frequent issue with the mechanical switch is the buildup of Totally Dissolved Solids (TDSs), or mineral deposits that can prevent the float mechanism from freely moving up and down with the corresponding water levels. TDSs can also cause the water to foam, creating a false-positive effect that prevents the float from indicating when it’s time to shut off the valve due to low water levels. This can lead to dry fires, which can come at a greater cost to repair than replacing the boiler. (Pictured: A Mechanical Low Water Cutoff that has a buildup of TDSs and created a false-positive that lead to a dry fire)

High Voltage Surge

Another regular failure with hydronic systems is high voltage surge, since boilers are composed of a significant number of electronic components. You always need a licensed technician with the proper testing equipment to diagnose and fix any high voltage surge damage to a system.

Copper Theft

A significant portion of a hydronic system uses valuable copper piping, so unfortunately theft is common. Depending on how the thieves have removed the boiler and piping, it may be costly for a licensed plumber to replace the stolen pipes. In any situations where exposed wires or other dangerous hazards may be present, adjusters should not touch anything until a licensed technician has surveyed the site. (Pictured: Copper piping cut from a boiler system)

Water Damage

Water damage can be disastrous to a boiler; it’s therefore critical that a full evaluation is performed when a boiler is exposed to water for any period of time. Following a water loss, the boiler’s electrical components, the burner, and even the combustion or heat chamber can have a myriad of damages.

HVACi Takes the Guesswork Out of Claims

Boilers are a crucial part of any home, and they’re made up of many parts that need to be regularly maintained and inspected. In the event of a claim, it’s essential that a trained technician evaluates the entire system and situation prior to any settlement discussions.

The HVACi team has the expert skills to fully investigate and diagnose a boiler’s exact failure to give insurance professionals a detailed report that provides recommendations for repairs and replacements and cost estimates. Submit your boiler assignment to settle your claim quickly and accurately.