ZAP Consulting

As a third generation claims professional with over 10 years’ experience working as a property claims adjuster, Jason Rankin understands the complexity and nuance of navigating insurance claims. Over the years working as an adjuster, Rankin observed firsthand the frustrations claims adjusters and policyholders endure while navigating the intricacies of electronics, appliance, and HVAC claims. Rankin discovered that these claims especially seemed to follow a flawed and highly inaccurate claims settlement process and it was obvious that there was a better way. A big problem Rankin saw was that policyholders were instructed to obtain a quote for repair or replacement of the equipment as well as an affidavit signed by a contractor or salesperson ensuring the validity of the claim and confirming the damage to the devices. Obviously, this was problematic since these quotes were driven by sales figures and there was no way to ensure the accuracy of the information conveyed by the service providers. This process resulted in overpayment and fraud. Rankin realized that there was a need in the industry for a company specializing in these claims to provide support to claims professionals and policyholders, a neutral third party that could identify the scope of the claim and provide impartial insight for all parties. Addressing these issues became the foundation for Zap Consulting 11 years ago. Today, Zap Consulting has built a reputation in the insurance industry as an objective expert, providing fair and unbiased diagnostic evaluations of electronics, appliances, and HVAC systems across the United States. “When I worked in property claims years ago, adjusters didn’t have the resources to properly evaluate these claims and there wasn’t a company doing this type of work nationwide. That’s why I founded Zap Consulting. And the reception has been overwhelming – insurance companies are so happy to have help with these files,” says Rankin

While claims adjusters are expected to be knowledgeable about all areas of property claims, the electronics and HVAC industry is specialized, and technology evolves nearly every second so adjusters would be hard pressed to stay up to date on the ever-changing industry of electronics. Electronics and HVAC equipment requires technicians with extensive experience to properly test and diagnose these systems. Zap Consulting’s service enables claims professionals to have the peace of mind that an expert has inspected the equipment and provided a neutral opinion on the status of these items. Zap’s entire process is built around simplifying the claim for the adjuster; Zap performs an on-site evaluation and determines the cause of damage to the system. After that, a report is constructed identifying the damaged components and summarizing repair or replacement costs including depreciation based on the age of the items; the report is concise, easy to read, includes captioned photographs, and has a clear recommendation on how to proceed with the claim.

Zap Consulting offers a seamless service that streamlines the process of claim settlement, making adjusters’ jobs a little bit easier when it comes to complex property claims. To further enhance the user experience, Zap Consulting has a web portal which enables claim adjusters to submit assignments online any time. Zap Consulting immediately receives the assignment, and their inhouse team contacts the policyholder to set up an inspection within the policyholder’s preferred availability. An expert technician is dispatched to site, evaluates the equipment, and documents the loss. Routine updates are provided to the adjuster, including a notification with the inspection date and time, as well as pertinent updates throughout the process. After performing the evaluation, Zap sends a detailed and succinct report with inspection findings and photographs to the adjuster. Based on these findings, claims adjusters are able to quickly and accurately settle the claims.

Over the years, Zap Consulting has assisted adjusters in resolving thousands of claims that otherwise would have been paid out based on sales quotes and subjective review by service providers. When analyzing data from HVAC claims completed, Zap Consulting finds that contractor pricing on average is inflated by 34.22%. It is even more startling to find that, claims which service providers argue a full replacement is needed often are found to only require a minor repair. Of all HVAC evaluations performed in 2019, Zap Consulting found that 61% only required minor repairs. It is not uncommon for an HVAC technician sent by Zap Consulting to discover that a system which has been condemned by a service provider and slated for replacement only requires a $100 repair – a fuse, capacitor, or reconnection of wiring. Oftentimes, the HVAC technician is able to swap this part in on site, get the system up and running, and take photographs showing proper temperature readings in the policyholder’s home. Homeowners, who also have been deceived by the service provider’s sales tactics, are thankful to have their air conditioning restored in the heat of summer and the claim process can be halted with no settlement for the carrier to pay.

Policyholders and claims professionals alike appreciate Zap Consulting’s commitment to customer service and it is this excellent service that keeps adjusters returning to Zap again and again. Rankin explains, “We have a talented team that is passionate about what they do. Our team understands that we all contribute to the overall customer experience, and we take that very seriously – from our technicians on-site, to the professionals answering the phones, over to the analysts crafting the report – everyone is devoted to a great customer experience and all of us work hard to provide a remarkable service while upholding our mission to be unbiased and fair to all parties involved.”

Zap Consulting’s service significantly improves the accuracy and quality of claims settlements for all involved. For that reason, the company has evolved into a trusted partner of claims adjusters and carrier companies across the country. This trust has earned them countless client referrals over the years which have been fundamental in growing the business. From serving a few clients 10 years ago, Zap Consulting has grown into an essential industry resource for electronics, appliance, and HVAC claims, now providing service to carriers in all 50 states.