1. Once a claim is identified as one that will require home modifications, the insurer assigns the file to our Service Center.

2. Our accessibility specialist reviews the assignment to determine what the insurer is requesting be done. The insurer will either submit a scope/survey completed by a licensed therapist or will choose to have one of our accessibility specialists complete an on-site visit to determine the scope of work that is necessary.

3. In the event the insurer requests that DCC complete the scope of work, it begins with a thorough phone survey with the primary care giver in order to determine the current living arrangements and level of caretaker involvement. DCC also reviews available recent medical and functional status documents to determine the claimants functional and medical status.

4. Once the survey is completed, the assignment is given to the accessibility specialists who will complete an on-site visit. During this visit, complete measurements are taken, photos are taken and notes are made for specific items of importance.

5. Following the on-site visit, the accessibility specialists complete a final report. This report includes functional status, medical status, accessibility barriers, medical/functional necessity requirements, final recommendations, floor plan sketches and photos.

6. On line presentations are given following the submission of the report. The presentation is given to enhance the report and allows for questions and concerns to be discussed. The meeting is usually attended by the claims director, claims handler, accessibility specialists, nursing case manager and the chosen contractor.

7. Once the insurer authorizes the estimate, the contractor can begin work.

8. Once work begins, the DCC Customer Service program begins. The program includes weekly phone calls to the insured to provide a status report and address any concerns that may arise. Once the call is completed, a report is completed and available to the insurer.