Canadian Underwriter
Feature

Taking On Trucks


September 30, 2009   by Laura Kupcis


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When asked about the types of files his company, AZ Claims Services Ltd., handles, Richard Swierczynski says simply, “anything to do with a truck.”

When he talks about his company and adjusting, the enthusiasm for both his work and the industry he works in is palpable. When asked to describe the day-to-day activities of his company, his answer is simple and straightforward: “Basically anything to do with a truck,” Swierczynski says again.

When pressed, he goes on to explain, “that could be a bodily injury claim where a truck has hit someone, it can be a property damage claim where the truck has struck something like a house or a guard rail or a building, it could have some environmental implications for example, a diesel spill or cargo spilled on property or on the roadway that has to be cleaned.”

“It can involve the theft of a tractor/trailer/cargo,” he continues. “Cargo claims themselves can sometimes be complex in nature. They may involve multiple parties such as shippers, consignees, shipping agents, freight forwarders and load brokers, each potentially having separate responsibilities or liabilities. They might also encompass more than one mode of transportation such as sea, air, or rail, each of which may be subject to their own domestic or international shipping rules and regulations. Almost everything you buy gets to the store by truck. It could be a machine that makes a product or a raw material that goes into the product or the finished product itself.”

“It can be anything,” he adds. “You never know what you are going to get; it’s always a surprise.”

Because the company specializes in transportation related claims only, it has effectively worked with a core group of clients since its inception in 2003.

“Transportation is a large industry but it’s also a small industry where everybody knows everybody,” Swierczynski says.

Routine maintenance

But with that comes a new set of challenges. In today’s economy, there are not many companies picking up transportation insurance. In fact, many have left the business over the years.

“Someone once told me that after some point in starting a business, your focus shifts to maintaining it and that brings different challenges,” Swierczynski says. “We’ve all heard the saying the only constant is change and nothing can be more true when describing the insurance industry and the transportation industry.” The key to maintaining business, for Swierczynski and AZ Claims, is to always do a good job. Quality and, just as importantly, consistency, is key. “My first boss told me, ‘If you adjust a file well, you’ll always get another one’ and ‘Never give someone a reason not to assign you a claim’.”

Rolling with the changes

Swierczynski has the advantage of having handled transportation related claims exclusively for the last 15 years. This means that he knows what to look for in a claim and is able to draw on his experience to avoid pitfalls where possible. “Quite often, a small decision you may or may not make during the initial stages of a claim can have a big effect on the ease or difficulty in bringing the claim to its resolution,” he says. “There’s something to repetition.”

The life of a transportation adjuster is not for everyone.

“You have to be extremely flexible in both your work and home life,” Swierczynski says. “I’ve had to quickly change an entire day’s work schedule just because of one phone call from an insurer that requires an emergency cargo inspection or an interview from a driver that will only be at a truck stop for the next two hours,” he says

“I’ve missed my share of family barbeques because the cell phone rings and I have to attend an accident scene right away,” he adds. “This is the norm, not the exception. It’s a 24/7 job.”

You also have to be committed to continual education. One day, you’re dealing with changes to load securement rules or driver log book requirements or the Highway Traffic Act. Another day, you’re researching how the terms and conditions on a bill of lading issued in a foreign country might have an effect on a claim involving cargo damages that took place somewhere along the way to Ontario, Swierczynski says.

AZ Claims is a two man operation with its office located in Oakville, Ont. In addition to Swierczynski, there is one other adjuster, Paul Beard, who also has been exclusively handling trucking claims for over 10 years. “Some of our clients deal with us because of the fact that we are a small firm,” Swierczynski says. “They like the quickness and ease in which we can implement changes to the way claims are handled to meet their changing needs and expectations.”

When he looks into the future, Swierczynski says he likes the road he’s on right now even though the trucking industry is currently under considerable pressure because of the recession. This has not been a good year for trucking companies. The amount of freight being shipped is down and this has resulted in an overall decrease in transportation claims in the industry. Claims volume at AZ Claims, however, has remained constant.

Taking care of business

Being a small firm presents its fair share of challenges. Having a good accountant and someone that knows computers is critical. Making the right investments in technology is difficult since what you purchase today is most probably obsolete by the time you get home from the store with it. “Less can sometimes be best,” Swierczynski says. “Keep it simple if possible.”

And for those inevitable times when things do go wrong? “Surround yourself with smart people that you can call upon.” Swierczynski says.

Part of those people Swierczynski ensures are around, are fellow members of the Canadian Independent Adjusters’ Association (CIAA).

“I’ve always found great value in belonging to CIAA,” he says. “I’ve been involved in the CIAA for 10 years now.”

He goes on to say the association is a valuable resource tool. If a member firm has a question, be it on licensing or errors and omissions insurance — there is someone to call.

“We can draw on the resources and experiences of the entire organization to find the answer,” Swierczynski says. “And it’s vast — look at the people we’ve got here; we’ve got great people.”


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