Page 13 - TEnnessee

f CLAIMS
EVENTION EVENTION C
LAIMS ESTIGATION of CLAIM ESTIGAS TION
What would happen if we could turn that damage investigation into damage prevention by refocusing on the purpose of the investigation itself?
Having said that, I am not saying we shouldn’t have claims departments. We should! However, it has been proven
to me more than once that a claims department is measured by a different measurement than a damage prevention department. It follows if we really
want to reduce damage to our vital underground utilities, we need to take a second look at our current efforts.
Since 2017 I have served the Mississippi Enforcement Board as its Executive Secretary. In that role, my office receives all complaints filed in the
state. These complaints are the result of alleged violations committed by an industry stakeholder. They could be levied against the excavator for a variety of reasons, such as not calling 811 before digging, digging early, not potholing as required by law or failing to white line as required by law. Equally, complaints are filed against the utility company for several reasons, mostly for failure to locate, not locating on time or failure to locate accurately.
Often, the documentation submitted which would include photos and other pertinent information to prove the allegation does not meet the burden of proof. Talking with others across the country in similar roles, this is a common occurrence.
Without a thorough and complete damage investigation with the purpose of finding out what happened and what can be done to prevent it from happening again, you will not reduce damages and for that matter, you will not have an effective enforcement program.
Finally, the investigation doesn’t benefit damage reduction if it doesn’t trigger the damage prevention department to address the issue with the appropriate stakeholders.
Okay, I get it. You say that won’t work. You might be right! But what we’re doing now is clearly not working, so it might be worth considering.
Stay tuned!
2024, Issue 4 Tennessee 811 • 11
o
R R f
V t V