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9 Line / ASA-MMP || SOP Field Guide

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What is it?
XactAnalysis (XA) for Service Providers (SP) is a secure online management tool for service providers such as insurance repair contractors, cleaning specialists, and independent adjusters. Along with providing a secure place to store your assignment data, XactAnalysis SP helps you manage and map your assignments, control your notifications, create real-time management reports, track customer satisfaction, and perform many other critical functions. Use the links below to learn more about XactAnalysis SP and its capabilities.
You will hear the term “Assignment”. When that is said, that means that the job was sent through the XA portal. When its an assignment, that job shell (Shell) will have most information filled out already and it has a connection to the Insurance Provider/Adjuster. All notes, photos, XM8 estimates, documents will be stored there for the Insurance Provider/Adjuster to view.
XA Workflow
Claim Reported To Insurance Provider
Assignment Sent To Service Provider (Us)
Service Provider Updates Workflow Statuses aka Data Points - We will dive into these more below
Customer Contacted
Site Inspected
Job Started
Job Completed
Estimate Uploaded to XA By Service Provider
Estimate Data Added To Reports
Estimate Data Returned To Insurance Provider
Claim Resolved By Insurance Provider
Workflow Statuses
With all third party administrators (TPA’s) that use XA, they also use the native XA Workflow Status(es) to produce a Score Card based on our job performance on each file. Our scores produced by XA are how we maintain a high score. So, that means...
High Score = More Jobs

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It is best to think of each status as its own clock. There are individual score goals for each clock/status.
Customer Contacted ⌛ - Our internal goal is to make contact with the customer within 10 minutes of receiving the assignment. However, this should be done when you’re on the phone with the customer. It is easy to forget to do the status update if you don’t do it right away while on the phone with the customer. If you called the customer and you left a voicemail, that counts as making contact in my book. Go ahead and click the Customer Contacted Pencil/Edit Icon ✏️ and enter “Customer Contacted - LM for a return call” - That’s it. In this case, I would say that minimal information/straight to the point is best.
Site Inspected ⌛ - Once you/the project manager is walking to the front door of the location, you take a picture of the front of the house and you either click the Site Inspected Pencil/Edit Icon ✏️ or go to Slack and put that photo in the jobs channel. That will let the office know you just pulled up and we will stop the Site Inspected clock.
Tip: There is another ‘clock’ that doesn’t have the same weighted score value that this will stop. There is a photo clock that runs - so when you send a photo of the front of house and the office uploads that it will stop the photo clock. Even though we need WAY more photos than one for every job, uploading one photo will satisfy that simple clock, and we will upload more detailed photos when we upload the estimate.
Job Started ⌛ - For water mitigation jobs, this should be done immediately after the Work Auth has been signed - which should be only 30 or so minutes after the Site Inspected note was entered. For Recon jobs, this will take a while longer because we have to upload the estimate for approval before starting the job. This could take weeks or even months depending on the size/scope of the recon job.
Job Completed ⌛ - For mitigation jobs, in a perfect world, this will be done 3 days later. And again, if this is a recon this will definitely be longer than 3 days. Although, there are situations you can Pad this clock. Pad meaning, pad our score for this particular scoring metric.
Example: We started a mitigation job on a Thursday. We have hit all the notes perfectly. But the job will be dry on Sunday. We shouldn’t have to wait until Monday to enter the job completed note, that would hurt our score. After doing this for a number of years, we’ve learned certain processes/rules that the TPA’s follow. So we know that TPA reviewers do not QA any uploads that are uploaded on a Friday after 3pm (Eastern). So what I will instruct you to do is to wait until 4pm Friday and upload the estimate that is going to be picked up on Sunday. Now we’ve padded our score by 48 hours. Which will give our score a boost or at a minimum cancel out a job that might have taken longer that same month.
Score Padding Tips
With some TPA’s when you are adding the note the popup will allow you to enter the time you performed that specific status update. With most TPA’s it will only be the time that you can control, not the date. So, it’s 11:49 and we can an assignment and you are entering the Customer Contacted note. This pops up:
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Notice the Time part. It automatically puts the current system time when you clicked the status link. Change that time to 12:01 AM. Now we’ve shaved off 11.5 hours on our customer contacted. Although, you can’t have a negative clock score so our rating (minutes to complete from when assignment was sent) would be 0.0 which is perfect, and would give us a 5/5 score. This also comes in handy for the times you might have forgotten to enter the note while on the phone with the customer. But still always strive to enter the customer contacted note while you are on the phone or immediately after you leave a voicemail.
Entering/Replying To Notes
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The Notes tab will be the area that you can view all correspondence in regards to this assignment. In some cases, you can see the notes that were entered before the assignment was sent to us. We sometimes get sent an assignment that was originally given to another contractor that may have just ghosted the job, or didn’t have the man-power to perform the job or just flat out sucked and the customer fired them.

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