In today’s claims environment, policyholders often find themselves navigating more than just the damage caused by a loss. Delays, communication breakdowns, contractor challenges, and uncertainty can quickly turn a covered claim into a frustrating experience.
Lozano believes claims management is about more than processing paperwork. It’s about helping people solve problems when they need it most.
Recently, our team was managing a homeowner’s water damage claim after assuming third-party administrator responsibilities for a carrier. While the loss itself was covered, the homeowner was facing a new challenge. Their contractor had fallen behind schedule, repairs remained incomplete, and replacement material options were limited. After months of frustration, the homeowner made the difficult decision to terminate the contractor.
Rather than allowing the situation to continue unresolved, Lozano stepped in immediately.
Recognizing the urgency of the situation, CEO Fraser Hudson personally became involved. He traveled more than two hours to the property to meet directly with the homeowner and assess the circumstances firsthand.
After evaluating the situation, Lozano recommended transitioning the claim to the carrier’s newly established Managed Repair Program through Paul Davis Restoration. The very next morning, Fraser met on site with representatives from Paul Davis Restoration and the policyholder to develop a path forward.
Together, they reviewed the scope of work, addressed the homeowner’s concerns, and created a repair plan that was approved during the meeting. Most importantly, the homeowner left with renewed confidence that their home would finally be restored properly.
While not every claim requires a two-hour drive from our CEO, the situation reflects a philosophy that guides every file we handle. Claims are not simply numbers in a system. Behind every claim is a person, a family, or a business looking for answers and support during a difficult time.
At Lozano, we combine experienced claims management with a commitment to personal service. Whether that means coordinating vendors, facilitating communication, resolving obstacles, or showing up in person when needed, our goal remains the same: helping policyholders move forward and delivering the level of service our carrier partners expect.
Because when challenges arise, personal attention can make all the difference.
