MARINE AND TRANSPORTATION CLAIM MANAGEMENT AND CLAIM INVESTIGATIONS
Metropolitan Engineering, Consulting, Forensics, and Environmental Remediation Services
Construction, Investigation, Remediation and Forensic Expert Engineers
P.O. Box 520
Tenafly, New Jersey 07670-0520
Ph.: (973) 897-8162
Fax: (973) 810-0440
The Wages of the Sea, Ground, and Air
The maritime business is a high-profile industry with ever-present potential for catastrophic losses. Transportation issues affect nearly every enterprise around the world, but can present particular financial and operational challenges to firms in this industry. Rising fuel costs, employee shortage and retention issues, credit risks, marketplace competition, these and other exposures can have a severe impact on a company's bottom line and impede its overall success.
Whatever and wherever the possible risk, Metropolitan has experienced professionals to provide solutions and the ability to quickly deploy them to the site of the incident.
Worldwide Scope and Precision Expertise
With a dedicated global Marine and Transportation team of experts, our services range from simple cargo surveys, loss control analysis, adjustment of ocean or inland marine claims, and full third-party administration (TPA) services with centralized claims intake, to complicated hull and machinery liability attendances.
Whatever the scale of the service required, our clients can be assured of a professional approach, delivered by highly qualified personnel with the required experience and qualifications to deliver an effective marine and transportation claims solution. Our staff includes ex-seagoing mariners and engineers, cargo experts, naval architects, specialists in ocean, inland and motor truck cargo, specialists in subrogation and recovery, and many more expert disciplines.
The Marine and Transportation group has focused expertise on the key components of a comprehensive insurance loss program including:
- Aviation liability Property Damage & Bodily Injury
- Aviation machinery
- Construction, civil, and port
- General average
- Logistics and cargo liability
- Marine cargo
- Marine hull and machinery
- Motor cargo liability
- Protection and indemnity
- Small craft claims less than 60 meters
- Subrogation and recovery
- Super yachts worldwide
- Trip and tow management
- Wind park offshore
The Benefits of METROPOLITAN
The multinational and global risk and insurance community needs a team of experts with the experience and industry focus to evaluate and assess damages under extreme conditions. METROPOLITAN has the commitment, skills, resources, technology and the experience required to meet the specific needs of each client.
METROPOLITAN Key Service Features:
- World-wide service: A global network of experts, including surveyors, environmental scientists, engineers, consultants, and specialist case handlers
- Compliance: Strict adherence to relevant governing legislation (ELD, CERCLA/Superfund, etc.)
- Cost-effective: Reduced indemnity spend, financial assurance for insurers
- Confidence: Transparent claims procedures and reporting standards
- Reliability: Experienced, qualified professionals, infrastructure and leadership to strategically project manage losses anywhere on the glob
METROPOLITAN Claims Handling
Guidelines for
MARINE – SERVICE STANDARDS
I.
Acknowledgement
A.
Always by
e-mail unless otherwise requested.
II.
Contact
A.
Immediate
contact with vessel owner and boatyard to arrange inspection.
B.
Contact by
telephone and e-mail confirming date and time of inspection.
C.
Copy of e-mail
and notes in file.
III.
Investigation
A.
Identify
vessel by the Hull Identification Number (HIN) and compare to the policy. Obtain hours on the vessel and serial numbers
on the engine when possible. Comment on
how the vessel is maintained.
B.
Inspect
vessel within the scope of the claim, i.e., if mechanical, make sure you have
the proper personnel present if you do not have the qualifications. The client will direct as to what they want
covered.
C.
Inspect
damage both inside and out as damage may transfer. Damage often in a fiberglass vessel will show
on both the hull and the interior, i.e., bottom damage on the outside may be
minor, but the interior could have major damage such as stringer separation or
cracking.
D.
Scene
inspections should be identified either by marina locations or the longitude
and latitude coordinates on the water.
E.
Statement
from the captain and crew when instructed.
Identify official personnel present, i.e., Department of Natural
Resources (DNR) or marine police. Obtain
report number and where it can be obtained.
F.
Photograph
all sides of the vessel, along with good photographs of the damage or the
accident scene.
G.
Obtain the
name of the boatyard where the Insured wants the vessel repaired and try to get
an agreed scope and price for the repairs.
All yards vary in their pricing.
IV.
Experts
A.
Experts are
frequently used on marine claims, depending on the fields of expertise
needed. Information can be found on the
Internet or by using the directories provided by the surveying associations
SAMS and NAMS.
V.
Reporting
A.
First report
is always a captioned report on stationary and copied and e-mailed.
1. Assignment
2. Coverage
state policy number and dates and coverage to be involved or coverage questions
to be discussed and researched.
3. Vessel
identification, HIN number to police and full description of the vessel. Is it well-maintained, including name,
length, width, power and serial numbers?
4. Description
of Incident – Full description from the vessel captain or operator. Full description of the damage involved to
insured vessel or claimant’s vessel.
Identify all parties involved and separate captions for them - Insured,
Claimant, Witnesses, DNR or Marine Police.
5. Repairs
scope of the damage with open area, if any, and agreed price with the owners
repair yard.
VI.
Conclusion
A.
Further
Handling – List all work needed to complete the investigation or the completion
of the damage report.
VII.
Billing
A. Unless
prior agreement was made, billing is done on a time and expense basis to be
sent in with the final report.
Claims Management System
Many clients mean many claims management or
tracking systems. Our adjusters and examiners are familiar with most "out
of the box" style management systems, as well as a number of customized
systems. For those clients that may not have their own system developed, we can
offer a web based customizable system, tailored to the specific needs of the
client.
Our claims management system is constantly
under development in an effort to keep abreast of new advances in technology
and deliver streamlined access and intuitive document retrieval.
This system not only allows secure access to
relevant documents, reports and at-a-glance status updates, but also allows
adjusters and examiners to collaborate in real-time via video, voice or text to
generate the perfect end product.
Currently, for catastrophes, we utilize
the FileTrac CMS.
Our file handling process at a glance:
Our file handling process generally far exceeds the standards
for file handling issued by our client carriers. Below is a brief description
of the typical step-by-step process that has become our personal standard for
handling your files:
Claim is
received via email, fax, online or by telephone
- Claim is entered into our CMS
- Claim is assigned to adjuster, who is notified via telephone and email
- Acknowledgment is sent to client
- Adjuster Handling
- Insured is contacted on the same business day of assignment
- Loss is inspected within 48 hours
- Estimate is completed using the Xactimate estimating platform
- Report is submitted for internal review within 5 days
- Internal Review
- Each and every file is reviewed by a staff examiner intimately familiar with the policies and procedures of your company
- File revisions are performed in house to ensure speedy delivery to the client
- *Complete report is submitted to the client within 7 days
- In the event of a large loss or directions from the client to secure an agreed cost or bids from a contractor or emergency mitigation service, a first report will be submitted within 5 days.
- Revisions & Re-Inspections
- Any carrier requested file revisions are completed the day they are requested
- The client will not be charged any additional fees if a re-inspection is required as a result of items that were overlooked by the field adjuster (hidden damages do not apply).
Marine, Inland Marine and Cargo Claims
We maintain a roster of adjuster
specialists focusing on Marine & Aviation claims. Smaller losses, such as
container losses, inland marine losses and cargo losses can be managed anywhere
within our daily claims territories. Larger losses such as ship, oil platform,
wind turbine or aviation losses will generally require specialists that can
usually arrive at an accessible loss site within 24-48 hours.
We work with some of the finest
estimators and engineers in the nation, and have strong relationships with
aviation repair facilities and shipyards. We can generate accurate estimates
and secure agreed scopes and costs for repairs in record time.
Our specialist marine
adjusters are trained to handle:
- Builders Risk (Marine Related)
- Cargo
- Charterer's Liability
- General Liability
- Hull & Machinery (P&I)
- Offshore Property (such as drilling platforms and wind turbines)
- Pollution
- Ship Repairer's Liability
- Stevedore's Liability
- Tankerman's Liability
- Terminal Operators Liability
- Wharfinger's Liability
Marine Claims Investigation
High and unjustified claims in
simulated cases of damage make it more difficult for ship and yacht insurance
companies to maintain a customer and competition-oriented premium structure;
and they, too, burden the result. Processing departments with their internally
or externally involved legal advisers therefore regularly depend on
professional support in order to achieve a clear understanding about the
legitimacy of the underlying claims.
As regards the reconstruction of
the circumstances of a loss, the discovery and return of insured asset values,
or the identification and structured interrogation of witnesses and suspicious
persons it is often also important to have experiences in cooperating with
domestic and foreign law enforcement agencies and to have special nautical
expertise.
METROPOLITAN is an approved and successful partner of notable insurance companies and
in this regard knows to keep in focus the relevant legal aspects in all phases
of damage investigation.
Whatever the commodity,
Metropolitan has the expertise available from a professional team of
consultants for undergoing surveys on a full cause, nature and extent basis.
Our expertise includes a full
range of liquid cargoes and multi-commodity dry and reefer goods; together with
other marine claim areas such as: damage to the ship’s hull, locks, docks,
trailers and containers.
Our Clients include P & I
Clubs, Cargo Underwriters & Charterers. We work from
various locations all around the
US for local coverage and administer all operations from our Head Office
in Newark. Due to our longstanding expertise and the specialized nature
of
many of the cargoes we deal with, we also travel world-wide for
assignments.
We undergo reviews of claim
documentation on both shortages and contamination of liquid and dry cargo
claims having a vast range of experience with vessels and Terminals worldwide.
We are able to prepare our reports
in a format for follow up Court Action, Arbitration or Mediation proceedings as
required; we have also attended as Expert Witnesses when requested to do so.
To summarize our Marine Claims
Investigation service includes the following:-
·
Full technical ‘Cause, Nature & Extent’
surveys
·
General average surveys
·
On the spot regular updates with the Client
from our surveyors
·
Detailed photographic evidence, wherever
possible, sent by email when required
·
Prompt but detailed reports immediately
following our survey
·
Comprehensive report writing to an Expert
Witness standard, as required
·
Review of claim documents for arbitration,
mediation or court proceedings
We are active members of the
Energy Institute, (EI) and we are quality assured to ISO 9001 giving our clients
added security.
Loss Control
Loss Control is the process that
is used to succeed in today’s ever demanding and evolving Petroleum industry.
More than ever before, it is vital that a loss control strategy is in place
working and protecting your financial interests.
Metropolitan has an
unrivalled global reputation within the Loss control industry, with our
dedicated team of qualified professionals including, Master Mariners, Chemists,
Ex-terminal personal and experienced senior surveyors.
Losses can be categorized into
two associated areas:
- Real physical losses are caused by events such as; ROB quantities, loss of light ends, leakage or passing of vessel or terminal valves and deliberate theft or sabotage.
- Apparent losses; these are paper losses caused by poor or erroneous procedures in quantity measurements, differing calculation procedures, sampling, sample handling and analysis as well as the different contractual methods of determining Quantity and Quality between the purchase and sale of a cargo.
Our policies ensure that we
strategically evaluate an operation to prevent, minimize or eradicate both real
and apparent losses.
All of METROPOLITAN’s consultants
are proactive to give that added value to our principals’ commercial interest.
Our expertise enables us to
investigate, react and respond to prevent our clients from suffering financial
losses in cargo shortages, contaminations and demurrage claims.
We are continually preventing the
loss of over 15 million USD annually to our clients.
We are ISO 9001 accredited, to give our clients quality assurance and we are active members of the Energy Institute.
Cargo Surveys & Superintendency
Metropolitan has an unrivaled global reputation within the Cargo Surveying & Claims prevention industry, with our dedicated team of qualified and experienced professionals. METROPOLITAN have carried out numerous cargo surveys or have overseen cargo operations as Superintendents, across a wide spectrum of dry and wet cargoes.
An outline of our experience covering
particular cargoes is given within the pages listed to your left.
Whatever the operation, be it a
loading, discharge or an STS operation; or whatever the cargo, be it Dry goods,
Reefer, or Petroleum such as Crude Oil, Products, or Chemicals, Bio-Fuels,
LNG/LPG, we have expertise available to protect your interests.
Our policy includes attendance at the
loading and discharging or STS operations; until confirmation of both quantity
and quality are successfully obtained. By doing such, we have found that we
have been in a stronger position to prevent our clients from suffering
financial losses in cargo shortages, cargo contamination and demurrage claims.
Precise and regular communication with
our clients, both prior and during an assignment by the attending Surveyor or
Superintendent is an integral part of our service.
Crude Oil & Petroleum Products
In an ever-evolving world
market of clean & black oil trading, transportation and storage, it is
vital, more than ever before, that a loss control strategy is in place -
working on your behalf.
METROPOLITAN have a wealth
of global experience in the monitoring, measurement and control of a wide range
of various crude oils and petroleum products.
Our Loss Control techniques include:
Our Loss Control techniques include:
- 100 % attendance during a load, discharge or STS operation
- "Squeeze
dry" discharge operations, effective C.O.W plan and monitoring,
particularly of heated or waxy natured cargoes - Multi Point ROB/OBQ assessment
- Specialized Closed sampling techniques available
- Direct "real time" field communication with our clients
- Protection of the Principal’s commercial interest
- Analytical witnessing
- Minimizing demurrage costs
- Cargo Blending, both on board and in terminal
- Oversight of cargo document accuracy
- Detailed and unbiased report of events
- Loss Investigation
Other Liquids & Services
Other Liquids
Bio-Fuels
Metropolitan are building their
knowledge base with Bio-Fuels having been requested to attend for shipments and
on claims matters relating to these products. We are also part of a Working
Group with the Energy Institute liaising with FOSFA & API to put forward
proposals of standards on measurement practice. In addition, on the quality
side we have been gaining experience with each cargo we have been involved with;
as there is such a variety of products available in the market each with
varying quality standards. METROPOLITAN are well placed to be able to assist
you with any recent Claims matters and also with Loss Control and Claims
Prevention.
LNG/LPG
Metropolitan have experience with
measurement practice and certain claims matters relating to these cargoes and
are well placed to be able to assist you with any recent Claims matters and
also with Loss Control and Claims Prevention.
Other Services
Terminal Shore Tank Auditing (Inventories)
Metropolitan qualified team can offer
an Inventory service linked to any operational Loss Control system your company
may run.
Vessel Tank Cleaning
Metropolitan qualified team can
offer:
- A pre-wash vessel tank inspection
- A vessel washing equipment inspection & suitability report
- A risk assessment and time-scale report
- A bespoke tank washing programmer, designed individually, for each vessel
- Use of chemical wash if needed
- 100% attendance during washing operation
- Direct field communication with our clients
- Motivation, support and guidance to a vessel’s officers and crew
Our attendance can reduce a vessel’s
down-time and eliminates possible next cargo contamination.
Closed Sampling of Liquid Cargoes
Metropolitan is aware that
contaminated and non-representative samples can cause lengthy delays for Oil
Majors and Traders - both after loading and prior to discharging.
That is why METROPOLITAN has experience with specialized
closed sampling equipment which can eradicate the time lost due to the
necessity of re-sampling or re-analyzing owing to erroneous contamination
claims on sensitive and light cargoes. The system ensures that samples are not
contaminated with particulates from the vessels vapor locks.
Unlike many vessels' sampling equipment used
for obtaining cargo tank samples; the equipment we can employ draws
representative running, spot or dead bottom samples on oil tankers via their vapor
lock system.
In today's work place, with advancing safety
and environmental considerations, the system eradicates the need for "open
sampling" and enables accurate representative samples to be drawn.
The closed sampler ensures that no gases are
expelled from a vessel tanks during sampling, essential when dealing with high
H2S cargoes.
We are active members of the Energy
Institute and we are quality assured to ISO 9001.
Commercial Risk Management
Oil Terminal Inspections and
Audits
METROPOLITAN has experience in Oil
Terminal Inspections and Audits to international recognized standards for Oil
Majors, Traders and Insurers.
Surveillance of Oil Jetty
Operations
METROPOLITAN has the experience of
delivering specialized bespoke marine related services. Their expertise and
professionalism has been called upon to represent the interests of Marine
Assurance departments within Major Oil Companies in outlying ports and at Oil
Terminals where difficulties / incidents have been experienced in the past. METROPOLITAN
are able to offer that measure of confidence in the vessel operations by their
attendance where there has been a lack of it in the past. Due to the unique
‘personal professional’ manner of operating, our Consultants are able to
deliver results in what has been described previously as almost impossible
circumstances.
These services can be tailor-made to the
Clients requirements. We draw on a vast resource of experience in order to
deliver just-in-time services, which is quite a frequent request in today’s
heavily litigious society.
We are ISO 9001 accredited, to give our clients
quality assurance and we are members of the Energy Institute and Nautical
Institute.
AVIATION CLAIMS
Our aviation adjusters are
capable of handling hull claims and liability claims on all types of aircraft
and aviation facilities. We maintain a strong roster of experienced aviation
engineering and mechanical specialists. Our aviation adjusters are top notch,
with A&P licensed professionals (with real world experience) and FAA
Airframe Engineers acting as our estimators, former Commercial Pilots &
Airline Transport Pilots acting as our C&O consultants (and adjusters in
some cases) and Inspection Authorization professionals for review and quality
assurance of our estimates.
We maintain a solid
relationship with aviation MRO's and FBO's throughout the US, and can perform
accurate adjusting with Accelerated results.
METROPOLITAN’S ACCELERATED ADJUSTING
Claims Management System
Many clients mean many claims management or
tracking systems. Our adjusters and examiners are familiar with most "out
of the box" style management systems, as well as a number of customized
systems. For those clients that may not have their own system developed, we can
offer a web based customizable system, tailored to the specific needs of the
client.
Our claims management system is constantly
under development in an effort to keep abreast of new advances in technology
and deliver streamlined access and intuitive document retrieval.
This system not only allows secure access to
relevant documents, reports and at-a-glance status updates, but also allows
adjusters and examiners to collaborate in real-time via video, voice or text to
generate the perfect end product.
Currently, for catastrophes, we utilize
the FileTrac CMS.
Our file handling process at a glance:
Our file handling process generally far exceeds the standards
for file handling issued by our client carriers. Below is a brief description
of the typical step-by-step process that has become our personal standard for
handling your files:
- Claim is received via email, fax, online or by telephone
- Claim is entered into our CMS
- Claim is assigned to adjuster, who is notified via telephone and email
- Acknowledgment is sent to client
- Adjuster Handling
- Insured is contacted on the same business day of assignment
- Loss is inspected within 48 hours
- Estimate is completed using the Xactimate estimating platform
- Report is submitted for internal review within 5 days
- Internal Review
- Each and every file is reviewed by a staff examiner intimately familiar with the policies and procedures of your company
- File revisions are performed in house to ensure speedy delivery to the client
- *Complete report is submitted to the client within 7 days
- In the event of a large loss or directions from the client to secure an agreed cost or bids from a contractor or emergency mitigation service, a first report will be submitted within 5 days.
- Revisions & Re-Inspections
- Any carrier requested file revisions are completed the day they are requested
- The client will not be charged any additional fees if a re-inspection is required as a result of items that were overlooked by the field adjuster (hidden damages do not apply).
Metropolitan Engineering, Consulting, Forensics, and Environmental Remediation Services.
Construction, Investigation, Remediation and Forensic Expert Engineers
P.O. Box 520
Tenafly, New Jersey 07670-0520
Ph.: (973) 897-8162
Fax: (973) 810-0440
Contact: Dr. Bill N. Stephan, PhD, PE, JD, CIH, MBA, CHMM
