TPAs and Contractors: Fostering Positive Dialogue

Open and honest conversation can go a long way to establishing solid relationships. This was the intent of the Strictly TPA Event, hosted by RIA in Nashville, Tenn., November 10-11. This first of its kind event brought together the leading Third-party Administrators (TPAs) and restoration contractors to discuss changes and brainstorm solutions.

Relevancy of the event was solidified by the fact it was sold-out and featured executives from six TPAs presenting to contractors and engaging in meaningful and engaging dialogue over the course of two days. It featured contractors from all around the globe discussing how they work with TPA programs, sharing tips and best practices. The event concluded a successful education week in Nashville where RIA hosted courses on Building Science & Theory, Structural Drying, Water Loss and more.

You could say that the event comes at a crucial time for the restoration industry, as the rate of change continues to accelerate. This can create a great deal of uncertainty for all parties involved, both contractors and those who work for TPAs. And for many, the event was a chance to reset expectations.

“The event was a first step to starting a healthy dialogue,” says RIA Director Josh Miller, CR, WLS, CMP. “There were some uncomfortable, yet respectful and professional conversations. We need to continue these as we move forward. RIA Events as well as the PIRC events allow for open, honest communication that will facilitate change and improve our Industry.”

For Jocelyn Dornfeld, the very fact that RIA members can get the top TPAs and contractors together to talk about the challenges that face both industries shows the importance of the matter as well as the professionalism of the association. Dornfeld is owner of Three65 Marketing, LLC and co-chair of the Young Professional Restorers’ Committee (YPRC) of the RIA Council.

“This event opened the door for two-way conversations to begin,” says Dornfeld. “We knew it wasn’t going to be easy and we knew we wouldn’t please everyone, but it had to start somewhere. When the relationship between two parties is strained, it needs to be addressed. While this subject has been talked about in the past, the timing for TPAs and contractors to acknowledge that there is a problem, is now.”

The value for RIA member Christopher Yanker with Buffalo Restoration was the open discussion that was facilitated between the two parties; one that has been burning to be addressed by contractors for years. “My perspective is that the contractors pushed the need for accountability (by a lack there of) so far in the years before TPAs which then created the need for TPAs,” he says. “Now it has been pushed so far to the other direction by the TPAs that we are having a hard time working with TPAs. I believe this event is the start of getting back to the middle ground where there is more accountability and transparency being provided for the carriers and less conflict with TPAs.”

It can seem that honest and open communication is lacking, according to Steve Lowry of Jenkins Restorations and chair of the RIA Restoration Council. “We need to get to a position of trust or our industry will not move forward.”

The Global Perspective
The event included international perspectives from members in Australia and Canada on the impact of TPAs in their respective markets.

“It helped me to think outside the box and consider that if certain methods or ideas are working in other areas of the world, could that work here in the United States?” says Miller. “I also had to ask if I needed to develop new skills as a restoration professional in order to make it work? Rather than saying, ‘that won't work’, I am now trying to ask the question, ‘Will it work if I become a better business professional?’”.

According to Dornfeld, as international members continue to face similar or even stricter programs, we can all learn from each other and bring new ideas to the table. Strength as a global organization will protect our members and protect the policy holders.

To Yanker, the international collaboration brought an influx of new ideas to the table, as well as perspective on the industrywide issues that are being faced in other industry venues. He believes that being able to learn from others hardships and victories is invaluable, and the opportunity to up our game and to be leaders in the industry for the future is indeed a global discussion.

Get Involved
The Strictly TPA event was an important first step in facilitating stronger dialogue across the industry.

“RIA should be commended for taking this on,” says Lowry. “There needs to be a space where contractors can air their concerns directly to the TPAs, and where TPAs can provide direct, honest feedback. There is so much disinformation and misunderstanding of roles and purpose; this event was a good start in moving our industry and relationships in the right direction.”

As we move forward, the opportunity exists to continue the dialogue and get involved on multiple levels. This includes getting involved in RIA Committees, Councils, or perhaps even becoming a Board Member in the future.

“This is only the beginning,” adds Dornfeld. “By RIA opening the door and members taking an active role in finding a solution, this is the beginning of changes for both the contractors and the TPAs. Changes are happening all around us. If we don’t become part of the solution, we are part of the problem."