Quality Claims Service

The establishment of Prince Edward Claims Services Inc., (PECS) defied conventional wisdom. “Many of our industry peers questioned how a new company with three senior adjusters could survive in a smaller province where a number of firms were already situated,” Randy Driscoll, a founding partner said. ” We were convinced that providing quality claims service would make PECS an obvious choice for insurers.”

R. Driscoll, Richard Arsenault and Wade Driscoll launched PECS on May 15, 2000 after several months of meetings. They brought with them a combined 40 years of experience and a loyal following of clients. Despite the odds, PECS is still going strong after more than 11 years.

When it came to choosing a name, the three founding partners wanted something that was easy to remember and quickly associated with Prince Edward Island. Prince Edward Claims Services, Inc.  – or PECS as it’s better known – was chosen. “We wondered if the general public would confuse us for a local gym” because of the acronym, laughs R. Driscoll. “People quickly realized after seeing us that our business wasn’t a fitness facility named after our pecs!”

Ups and downs

As with most independents across the country, PECS has experienced the ups and downs that come with a cyclical industry. Mergers and acquisitions in the industry have also left fewer sources for business. However, evolving technology has made it easier for smaller independent offices, such as PECS, to compete with the larger national firms. The firm is able to offer comparable accessibility and online services that the competition offers. “We believe insurers are recognizing that bigger isn’t always better when it comes to providing service and efficient claims handling,” R. Driscoll said. “Insurers recognize that the size of our company does not hinder the level of quality service provided. We anticipate growth in our business as a result of the respect earned among our peers.”

And if the upward trend noted over the last few years continues, PECS will increase its staff count accordingly.

At this time, the firm has three full-time staff. Three years ago, W. Driscoll sold his shares in the company to R. Driscoll and Arsenault. He continues to work as a field adjuster on a contract basis. There is only one official office, but R. Driscoll jokes that their wives might say the family homes serve as satellite offices on the weekends and holidays.

Office environment

The office, centrally located in Charlottetown, is a place where both family and a sense of humour are top priority. “Mutual respect and friendship make the office run like a well-oiled machine,” R. Driscoll said. “We realize that a successfully managed office is beneficial to us and our clients.” The office manager, Gloria MacWilliams, recognizes how important her role is in keeping the day-to-day operations running smoothly. She is, “the brains of the operation,” R. Driscoll said. And the decisions surrounding the day-to-day operations are determined by collaborative input from all staff. “There is flexibility in our office that wouldn’t be available in most others,” he added.

A further benefit to being a small firm is the ability to make changes quickly. The individual protocols and needs of a client can be implemented and tailored with ease. “Clients know that we are very approachable and that we want and encourage feedback in order to improve our business,” R. Driscoll said. “Being a smaller firm enables us to connect with clients on a more personal level because they know we are the company.”

The perfect storm

But with all the benefits, also come challenges. One of the biggest of these is competing with larger firms for national contracts with insurers. “We have lost great clients as a result of national deals in the past, but most have eventually returned and continue to be clients today,” R. Driscoll said. “Our clients realize that we will go above and beyond to provide top-notch service in order to obtain and retain business.”

R. Driscoll describes the firm’s greatest challenge to date, something he refers to as ‘the perfect storm.’ The residency clause for obtaining an adjusting license was retracted by the provincial government, so adjusters residing elsewhere in Canada could handle claims in P.E.I. The change in legislation tripled the number of adjusting licenses issued. That same year, the minor injury cap for automobile claims came into effect, which drastically reduced the number of assignments for claims, R. Driscoll said. To boot, P.E.I. experienced a mild winter, which resulted in fewer weather-related claims. “Despite these factors, PECS continued to thrive by providing timely and quality service,” R. Driscoll said.

Maintaining a membership in the CIAA has allowed this smaller firm to leverage a large national body of similar firms. Being a member of the Canadian Independent Adjusters’ Association allows the firm a connection to a large national body. This provides the opportunity to interact with other companies, particularly similar smaller firms, to discuss the unique issues and challenges they face, and how they overcome them.

Exceeding expectations

The firm has always operated under the mindset that is has to exceed the competition in terms of response, efficiency and expertise in order to set themselves apart from the large national firms.

“We don’t have a marketing person visiting insurers looking for business,” R. Driscoll said. “We believe that our quality service is our marketing tool. We also have strong support from brokers as they are familiar with the level of service and expertise that we can provide to their clients.” The firm’s partners say they believe their inter-personal skills help them stand out among the competition. Being able to relate with claimants in a professional manner during a stressful situation is imperative. “Our experience has enabled us to become very effective communicators,” R. Driscoll said. “Knowing what to say and when to say it goes a long way with most people.

“Having a claimant thank you for listening, caring and being professional is always satisfying, especially after having to tell someone that their policy unfortunately doesn’t cover their loss.” PECS would like to continue growing its operation within P.E.I. The challenge, although, not dissimilar from the challenge facing others in the  industry is finding people interested in pursuing a career in adjusting. “We have to show that this is interesting and challenging work that is ever-changing,” R. Driscoll said. “Every day is different. We believe this appeals to certain individuals who want to be challenged. The key is to locate them.” But they will have time, because PECS has no plans on going anywhere. As R. Driscoll laughs, “We expect to
continue offering quality claims service for many more years to come, since a lack of talent has prevented us from becoming professional golfers.”