The buzzword for the real estate industry might be “Location, Location, Location,” but to help prevent and mitigate a potential Errors & Omission claim, the motto should be: “Document, Document, Document!” according to Author Elaine Matternas (atinfo@intercorpinc.net ).
If followed religiously without fail, this motto can save real estate appraisers from a day in court. Operating policies and procedures that are well-documented, communicated to your staff, and adhered to consistently on a day-in day-out basis will go a long way toward helping you to prevent an Errors & Omissions claim.
Let’s start at the beginning. You receive an assignment or request from a client to provide a professional opinion of the value of real property. . . .
Define the assignment First, what is the scope of the assignment? Is it clearly defined? What is the time frame for performing it? When client expectations do not match reality, the rush and pressure to perform often results in mistakes. If the assignment is verbal, a brief written acknowledgment is in order to confirm the assignment, scope, time frame, and any other relevant details. A misunderstanding leaves you open to charges of not performing, or not performing the required task. If discussing an assignment by telephone with a client, it is often helpful to repeat back to the person your understanding of the project and what you will do, followed by, “Is that correct?” Mark your notes accordingly, and send a follow-up note or email to confirm in writing.
Communicate clearly Be wary when a client or staff appraiser says “I’ll take care of it!” That phrase can mean different things to different people. Make sure you know exactly what that person is going to do. Is your staff member taking care of it by shoving it in a drawer and ignoring it, by filing it properly, by responding to the client, or what?
I used to have a quote that read: “I know you understand what you think I said, but I’m not sure you realize that what you heard is not what I meant!” Don’t let miscommunication or garbled communication land you in the defense chair.
Is it an acceptable appraisal practice? If the assignment is for any type of limited appraisal, is it an assignment you can perform professionally, and in accordance with acceptable appraisal standards? You recognize that there are enough competitors and charlatans in the industry today who are willing to stretch the limits or try to push you beyond acceptable practices.
More than one appraiser has gotten into trouble by accepting an assignment that is beyond the scope of his or her qualifications. Just go back two paragraphs, and make sure that your client isn’t seeking out an appraiser who might overlook a potentially damaging problem.
Develop procedures manual The need for documentation extends to all of your office procedures. These procedures should be:
- In writing for all processes.
- Part of your training program for all employees.
- Followed by all employees consistently.
Document phone calls/files Document telephone conversations with notes to the file. Do this immediately following your phone conversation, so you don’t forget important details. Use a standard format, showing the date and time, name of the person, and subject of the call.
Document your work files carefully and neatly with notes that back up your methodology and conclusions. Use photographs to document your files as well. With the ease of use that digital cameras provide today, together with the ease of storage, you have a valuable record that documents the way the property looked when you performed your appraisal. If you use electronic file documentation, that is fine, as long as you have adequate backup and safe storage. The electronic age is wonderful, but a system crash could erase your files as well as your protection from suits.
Make sure you have a written record retention policy that complies with the statute of limitations in your state and any other state laws affecting your business.
Check your work Finally, proofread and check your work before it leaves your office! Ask yourself: “Is this logical?” “Does it make sense?” “Is it subject to interpretation?” Don’t get so involved in plugging numbers into formulas that you miss the big picture. A review appraiser on the other side of the country doesn’t have the background on the particular community or development where the property is located that you may have. The appraisal has to stand on its own, without you to explain, “But this is what I meant…” This is particularly true of any narrative or explanatory information that is a part of the appraisal.
The good news? The policies and procedures you put in place to help prevent or mitigate an E&O claim also make good business sense. They are solid business concepts that can keep your office running smoothly and efficiently, resulting in good customer service, more sales, no down time lost in responding to claims, and increased profits.
Click here for a downloadable pdf of the complete article. This article was provided by Intercorp, Inc., an insurance program management firm headquartered in Ephrata, PA. Intercorp offers appraisers attractive Errors & Omissions insurance options. Author Elaine Matternas invites your feedback and comments at info@intercorpinc.net, or check out their website at www.intercorpinc.net.
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