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Hoarding Disorder Claims

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The “Hoarding Disorder Claims” course is designed to help adjusters enhance their knowledge, understanding, and professional competence of hoarding disorder claims involving insureds with excessive content accumulation. The module is presented by Ryan Matchack of Grange Insurance, Lenny Towle of FRSTeam, and Terry Sutton of Stephens Engineering Consultants, Inc.

This course is designed to provide claim teams with a solid background and foundation for working with these types of insureds and adjusting hoarding claims. Terry Sutton begins with an analysis of the insured’s mind and the psychology behind hoarding. Lenny Towle then explores the five levels of severity of hoarding, and examines how to adjust the claims-handling strategy for each level. Ryan Matchack returns to discuss communication with these types of insureds, followed by an analysis of the different types of hoarding by Terry. Lenny and Ryan go in-depth as to the restoration process and the challenges involved, and finally Ryan closes out the course with a discussion of how the adjuster can “quarterback” the claim.

After completing the course, the attendee will be able to understand how a person with hoarding disorder thinks; adjust their claim handling style based on the level and type of hoarding involved; prepare to enter a hoarding situation safely; build rapport and communicate effectively with insureds; set and keep deadlines using advocates; work with a team of service providers and keep the process easy for the insured; and keep focused on a specific claim despite other factors. The course is primarily designed for insurance professionals working in the area of property adjusting.

What CE Credit is available?

Note: To qualify for credit, you must submit completion (including a passed final exam if required) within five days of completing the last quiz. No partial credits will be awarded.

State:
Adjuster General CE Hours:
Adjuster Ethics CE Hours:
Attorney General CLE Hours:
State's Course ID:
FL * ( Provider Number: 364169 ) 2.0 1186110
IL 2.0 524125
WY 2.0 31970
OK 2.0 6000078396
NH 2.0 6000077275
TX (classroom equivalent) 1.0 125064
NC 2.0 213175

* This course has been approved by the Florida Department of Financial Services for insurance continuing education credit.

Course Content

The Psychology of Hoarding
Expand
Lesson Content
  1. Introduction
  2. Biographies
  3. Roadmap
  4. Introduction
  5. Clutter
  6. Definition
  7. Prolific
  8. The Hoarder’s Mind
    1. Unresolved Conflicts
    2. Unsettled Security
  9. Advocate
  10. Recap
The Five Levels of Hoarding
Expand
Lesson Content
  1. The Five Levels
  2. Retail Therapy
  3. Level Five
  4. Level Four
  5. Level Three
    1. Psychological Barometer
    2. What To Do
  6. Level Two
    1. Psychological Barometer
    2. What To Do
  7. Level One
    1. Psychological Barometer
  8. Conclusion
  9. Recap
How to Communicate in a Hoarding Situation
Expand
Lesson Content
  1. Communicating
  2. Hoarding Scenarios
  3. Unique Conversation
  4. Decisiveness
  5. Get Things Moving
  6. Safety
  7. Compliments And Positivity
  8. Be Respectful
  9. Recap
Hoarding Disorder
Expand
Lesson Content
  1. Karpman Trauma Triangle
  2. The Collector
  3. The Animal Hoarder
  4. The Do-It-Yourselfer
  5. The Memory Keeper
  6. The Shopaholic
  7. The Food Saver
  8. The Information Hoarder
  9. The Trash Master
  10. Recap
Starting the Restoration Process
Expand
Lesson Content
  1. Get The Insured Talking
    1. Porcelain Dolls
    2. Pets
    3. Words
    4. Advocate
  2. Preparing For Restoration
    1. Safety
    2. Photos
    3. Set Realistic Goals
    4. Staging Area
  3. Summary
  4. Recap
How to Quarterback the Claim
Expand
Lesson Content
  1. Quarterbacking The Claim
  2. Scenario: Upset Son
  3. Restore Vs. Replace
  4. Coverage Issues
  5. Exploring Scenarios
  6. Cash-Out
  7. Unassociated Items
  8. Scenario: Underlying Issues
  9. Working As A Team
  10. Three Takeaways
  11. Recap
Get CE Credit or Certificate of Completion.

Submit within 5 days to get CE Credit or Certificate of Completion.

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