iv3 EXCELLENCE – Spring/Summer 2018

E X C E L L E N C E THE MARK OF DISTINCTION

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Na t i o n a l I n s p e c t i o n S e r v i c e s

iv3solut ions.com

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C o r e L o g i c , B V S , RC T. Do u g l a s C o s t Gu i d e . e 2 v a l u e .

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CONTENTS

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The Mark of Distinction

It’s a Lifestyle

Cultivating Success in an Ever Changing Marketplace

Dave Smiley 13

Playground Safety An Interview with Scott Purkis 18 Featured Region | Saskatchewan 22 Featured Region | Alberta 28 Darin Nessel 34 Water Damage Prevention 38 Inside iv3 40 A Year in Review 42 Denise Gaeta 44 Frank Sabo 48 The iv3 League 50 Training and Development Courses 52

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iv3 Launches Thermography to Gain Deeper Field Insights

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Trends in Reporting 56 Appraisal Services 58

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DO YOU HAVE YOUR PIN?

2018

THE MARK OF DI STINCTION The Excellence Designation is recognized throughout the industry and a source of pride for those outstanding professionals holding this title. Every year since the launch of the program field professionals have strived to reach a tier of excellence that iv3, and the industry as a whole regard with prestige. Every business quarter our entire network is benchmarked against specific key metrics and operational standards, looking for those individuals who demonstrate high levels of iv3’s top three values – outstanding quality, reliability, and trust. These independent business owners are committed professionals going above and beyond for the insurer and property owner. We hold our Inspectors of Excellence in the highest regard and treat them as such.

SCOT T PURK I S I NS P E C T OR O F E X C E L L E NC E

London, Ontario Commercial Field Inspector

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IT’ S A LI FESTYLE

At the heart of what we do is a commitment to partnership and collaboration. Our goal at iv3 is to empower our independent panel of professionals so that they can perform at the highest level and build on their business success. We build lasting, symbolic and respectful partnerships. We are proud and honoured to be working with the best of the best. iv3’s Excellence distinction is revered by the entire industry. Be recognized, win awards and attend receptions. We appreciate all that you do.

B u i l d i n g L i f e t i me P a r t n e r s h i p s i n B u s i n e s s

ADAPTABILITY IS THE KEY TO SUCCESS

2018

Surrey, British Columbia

R I CHARD P Y LY CHUK I NS P E C T OR O F E X C E L L E NC E

Vancouver, British Columbia

What is something you’re passionate about doing in your hometown? There’s plenty for everyone. From hiking to fishing, and farm tours for outdoor activities, to some world-class indoor shopping destinations. What is one place no one should go without seeing in your area? Too many to list! My next adventure will be the Hells Gate jetboat tour that takes people up the mighty Fraser River to the Hells Gate Canyon. It should be an amazing experience. What has been your favourite experience while living in your area? The feeling I get everytime I come home from a long road trip. That sensation that comes over me when I’m driving up my street, I feel that I am home again.

After spending 15 years in the service industry, Richard Pylychuk was looking to try something new. He knew he could adapt to nearly any career choice, bolstered by his constant desire to learn new skills, but the idea of becoming an inspector ultimately won him over. Now, after spending nearly 15 years as an inspector, 10 of them with iv3, Richard is still excited to have a career in an industry that is constantly evolving, allowing him to explore new things while maintaining some flexibility. He currently services clients throughout Surrey, Langley, and Central/Northwestern British Columbia and will occasionally service outside of B.C. What makes you a proud resident of the area you live in? From the people and the farms to our food and parks – and even our weather – I’m proud to call British Columbia home.

Richard Pylychuk

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CULTIVATING SUCCESS IN AN EVER CHANGING MARKETPLACE Dave Smi ley Chief Operating Officer | Unica Insurance

“ People. Partners. Culture. That’s the formula we need for success. ”

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models to target the VIP customer – typical business owners and professionals who live in homes with a rebuild value between $1 million and $3 million.” Smiley is betting that Unica has a winning formula that will set it apart from the pack in Ontario. Through its people and partnership with iv3, it can stand above the competition in the eyes of clients. “The types of people we align ourselves with, like the folks at iv3, is big for us. Choosing our partners wisely gives us the edge that we need to deliver.” As President of iv3 Solutions, Denise Gaeta knows the power to deliver rests in the decade-long partnership between the two companies. “More than anything else, our clients know we’re the vendor that will go above and beyond, implementing their feedback into our business to ensure we’re meeting their needs. We’re always building that relationship.” Like an electric current, the philosophy radiates throughout both organizations. When they come together, people and partnerships are part of a winning formula, says Dave, that culminates in creating Unica’s secret weapon: its culture. And when those things come together that Unica finds success. “When people fully understand our strategy, when they feel we have a clear purpose, that’s what will continue our competitive advantage. Being a niche player helps us to provide focus to our team, but also allows us to produce better results and add additional value to our customers and business partners.”

he future is inevitable, but it is not immutable. It can be molded, shaped, and changed. Through hard work and determination, the future can become not merely a new era that arrives, but one that changes everything that came before it into something new. All it takes is a person with vision. Dave Smiley has that kind of vision. “We’re embracing complexity, but remaining laser focused.” As President and Chief Operating Officer of Unica Insurance, Smiley sees the future of his industry as one not beset by incoming challenges, but strengthened by them. Continuing Unica’s success will require an increased focus on people, partnerships, and a “secret weapon,” – his bedrock partnership with iv3 Solutions. “We need to be the best in the markets where we choose to play,” he said. At 51 years old, Smiley got his start back in 1990, working for RSA in Calgary. He stayed with the organization for nearly two decades, racking up experience in a number of roles, including underwriting, marketing, and business development. Eventually, he decided it was time to try something new, and while it was not an easy decision, the prospects that were laid out in front of him were too great to ignore. “It was tough to leave RSA. I had a lot of success there. But I love reinvention, and I haven’t had a day of regret since.” That opportunity for reinvention rested with Unica, a smaller Mississauga based firm. Founded in 1955, the company is now a subsidiary of La Capitale General Insurance. It offers a variety of products and services, but, as Dave noticed, there was a better way it could serve the people of Ontario.

“I thought, rather than compete on scale, let’s remain laser focused and differentiate ourselves based on our relationships.” It wasn’t a decision Dave made lightly, but he knew the change was existential – a question of not just Unica’s sustainability, but survival. “Even though we’re part of a large organization, there is still tremendous opportunity in Ontario,” said Dave. “I don’t want us to be distracted when we have only just begun to capture market share.” The change has already started to pay off. Gone are the leftovers now. As an urban player, Unica is relentlessly focused on providing exceptional service to business professionals, VIPs, and other customers in its target markets along the 401 corridor into Ottawa. The ideal client, says Dave, are those with greater complexity in their lives. “There’s plenty of us to feast on here,” he added. The company is ripe to grow its current market share of 0.5% in Ontario. Using its newfound strategic approach of working within its niche markets, Unica is aiming to grow that figure to over 2% in the province, and relying on iv3 to help bolster its efforts. “I’m optimistic about the growth in Ontario,” said Dave. “New products, such as cyber in Commercial and flood in Personal, will drive growth. Climate change and emerging risks will raise awareness of the need for insurance.” To cultivate the success Unica is after, the company has developed products that align nicely with its strategy. In Commercial, that includes segments like contractors, commercial building owners, and manufacturers. “Our target commercial segments have a sweet spot with accounts in the $5,000 to $500,000 range. And for Personal insurance, we have built products and pricing

Dave Smiley Chief Operating Officer

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2018

London, Ontario

A NATURAL FIT

G E RRY DE AN I NS P E C T OR O F E X C E L L E NC E

London, Ontario

What is something you’re passionate about doing in your hometown? Without a doubt the first thing that comes to mind are all the outdoor recreational opportunities that are offered by the city in its parks and the Thames River. Everything from fishing to social gatherings with family and friends helps make the area a great place for enjoying the outdoors. What is one place no one should go without seeing in your area? Although it may be overlooked by some folks, London’s downtown area is constantly improving, making it a great destination for a variety of entertainment. Other highlights include Wortley Village and Springbank Park, without a doubt. What has been your favourite experience while living in your area? I’m a big sports fan, and have played for teams in the area since I was a kid. I continue to play in local sports to this day.

A graduate of the University of Western Ontario with a Bachelor’s Degree in Geography, Gerry Dean had a desire to find a career that would allow him to put his education and past work experience to good use. At the same time, he valued a career that would let him have more control over his personal schedule, while still letting him excel at what he knew he could accomplish. Becoming an inspector was a natural fit, and in 2002, Gerry officially began his career in the industry. For the last 16 years, he has worked diligently throughout London, Ontario, occasionally servicing clients in as far as Windsor and Niagara. What makes you a proud resident of the area you live in? I have a bit of a history hobby, and love digging deeply into the history and urban growth of London, Ontario. This is an interesting place. I like tracing how the city came to be what it is now from where it started.

Gerry Dean

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“ It’s about identifying and proactively correcting the risks these pieces may pose before any harm can be done. ”

AN I NTERV I EW WI TH SCOTT PURK I S

For children, playgrounds are designed to invoke emotion: joy, surprise, delight. But for their parents, it is essential that these spaces are above anything: safe. And that’s where Scott Purkis comes in.

PLAY

GROUND SAFETY

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s a Quality Assurance and Commercial Field Inspector with iv3, Scott has completed inspections across a variety of property types over his 12 years in the industry. He’s spent the last half of those on the playground, helping to ensure the spaces, structures, and equipment are properly maintained and safe for children to use. “I’ve been associated with playground inspections for 6 years,” he said. As an inspector, Scott has spent years examining playgrounds, down to the smallest details, from the size of the space to the lip of a slide. It’s a task that has grown only more complex in recent years as the business of play has evolved. “It went from an area where you could be inspecting a single piece of equipment to these large, multi-storey, multi-unit, creative play structures. We were finding that they were part of the liability exposure for our clients.” Realizing this was a growing part of the business, a year ago Scott completed his certification through the Canadian Playground Safety Institute. Based on national safety standards, the course is designed to provide graduates with additional skills and training tailored to playspaces for young children. The training has given him the additional tools to tackle an ever-evolving part of the job for clients in community housing projects, high density apartment complexes, and similar sites. “Design and development of playspaces have come a long way in recent years,” said Scott. “The focus [for developers] is on providing a challenging and fun environment for kids. Inspections are vital for that, A

pointing out the potential for serious or life-threatening injuries before they can happen.” To ensure these spaces are safe for children, he begins with a general assessment of the area, surveying the layout and design of the space itself before zeroing in on the individual components that make up the grounds. Throughout the entire inspection, it is crucial to keep in mind not just the intended use of each piece of equipment, but how children, some as young as 18 months to up to 12 years old, may actually end up playing with them. It’s about identifying and proactively correcting the risks these pieces may pose before any harm can be done. “We’re doing what’s reasonable to elevate the safety of existing structures,” said Scott, “as opposed to just saying they should be removed or replaced.” When performing an inspection, much of his approach is guided by the standards laid out by the CSA Group’s z614 standard. Published in 2014, the guide outlines the standards to which developers should adhere to when developing children’s equipment and playspaces. In fact, the guide goes all the way back to 1998, when the Canadian Parks and Recreation Association first began offering guidance for inspections. “The standard was intended to create a safe space for kids,” said Scott. According to the CSA, the z614 standard is designed to allow for, “not only an interesting place for recreation, but a foundation where children can play without risk of serious injury.” It outlines inspection and maintenance requirements, guidance on how spaces should be organized for optimal safety, and what type of materials

and equipment should be used. Developed in conjunction with industry stakeholders, the standard, and the course that teaches to it, provides a roadmap for inspectors when out in the field. For Scott and others in the industry, the additional training provides a boost. “Being aware of the standard allows us to inspect the playground based on the current best practice safety environment for those playgrounds,” said Scott. There is, however, a small caveat to be aware of. The CSA standard for playgrounds and equipment is a voluntary standard, not a mandatory one. Given the sheer number of playspaces already in existence prior to the creation of a national standard, the decision to make it so had to be made, said Scott, out of pragmatism. “We’re out here trying to give recommendations to clients that align with best practices, that the property owner can complete to minimize any hazards,” he noted. “But with playgrounds, given their size and scope before 1998 or 2014, the amount of repairs required on 95% of them would be [prohibitive.]” Though the standard may be a voluntary one, it is effective in providing property owners with guides on how to best reduce the risks involved with owning and operating children’s playspaces, and allows inspectors like Scott to continue to provide the best possible recommendations when completing inspections. “The risk is always going to be there,” said Scott. “After all, some injuries on a playground are to be expected. But that also means we can take action to minimize it, and that starts with a thorough inspection.”

Scott Purkis Commercial Quality Assurance and Field Inspector

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SASKATCHEWAN

FEATURED REGIONS

POP U L AT I ON 1,098,352 TOTA L POP U L AT I ON O F R E G I NA 221,407 AV E RAG E WE E K LY I NCOME $1,010.37 L AND S I Z E KM 2 588,243.54 F R E S H WAT E R KM 2 59,366 FARM FAC T Field crop area has risen by almost 5 million acres since 2011, the largest absolute increase in the country.

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FEATURED REGIONS

SASKATCHEWAN

I’ve been with iv3 for almost a year now and I service the province of Saskatchewan. The Saskatchewan landscape is quite varied. You can travel from a couple of big cities to some very small towns, all of which have a history and a story behind them. I enjoy traveling around the province, seeing new aspects of its natural beauty. Meeting new people is also fun, as is the learning process. The people of Saskatchewan are friendly and helpful, which is a great aid in completing the inspections. Saskatchewan is still growing and businesses are thriving. Of course, Saskatchewan has a rich history when it comes to farming, so it’s no surprise that farming is where there is a definite need for inspections.

Saskatchewan is one of our fastest growing regions and is a big contributor to our Farm and Agriculture program. We have seen a substantial increase in the number of complex commercial files being completed in this region as well. Our core focus at iv3 is supporting the needs of our valued clients. We have spent a great deal of time strategically developing our field team to support these demands. Since our client’s needs continue to evolve, as do our products. We are very excited about our newest product inspiration – Thermography services, launched March 1, 2018. We are looking forward to gauging the beneficial impact this product will have for our clients, as well as on this growing region. Since this region is experiencing high growth, Saskatchewan demands a team of inspectors that are able to set the pace and stay ahead of the game. Servicing Saskatchewan, you will find Deryck Kerckof who services Regina and Sakatoon areas for commercial business, Paul Archbutt who focuses on Residential inspections and Scott Purkis, who focuses primarily on farm and complex commercial work. This region would not be growing at such an exciting rate if it were not for the commitment to excellence demonstrated by our field team.

Derryck Kerckhof COMME RC I A L F I E L D I NS P E C TOR

I have been an inspector with iv3 since July of 2016. I really enjoy the mix of being on the road or in my home office. Saskatchewan is large and sparsely populated. Half of the province’s population lives in small cities, large or small towns as well as many rural properties. Due to this, it can make scheduling appointments and ensuring efficient driving routes somewhat challenging at times. Saskatchewan is also somewhat dependent on its resources, so with lower oil and potash prices there is currently a bit of a depression in the housing markets.

Maggie Goldstein F I E L D MANAG E R , COMME RC I A L L I N E S

Paul Archbutt R E S I D E N T I A L I NS P E C TOR

DID YOU KNOW ?

Manitoba is both the coldest and the most humid of the three prairie provinces.

The first automated teller machine in Canada was developed by Saskatchewan Credit Unions in 1977.

The term “hoser” comes from Saskatchewan where it was used to describe a person who stole fuel using a syphon hose from farm equipment.

Regina is home to the world’s longest bridge over the shortest span of water. The Albert Memorial Bridge, built in 1903 spans 850 feet over the narrow Wascana Creek.

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DRIVING SUCCESS ACROSS THE COUNTRY

2018

Winnipeg, Manitoba

N I G E L RAMJ OHN I NS P E C T OR O F E X C E L L E NC E

Winnipeg, Manitoba

attitude that extends to its fellow Canadians across the country. What is something you’re passionate about doing in your hometown? As an avid golfer, I’m fortunate enough to live in a place that is home to a number of beautiful and challenging courses. I play as frequently as I can. What is one place no one should go without seeing in your area? There are a couple of places in Manitoba that I think anyone visiting should see. The Canadian Museum for Human Rights, based in Winnipeg, is the first of its kind in Canada and holds countless artifacts tied to some of history’s greatest milestones. With its beautiful hiking trails, scenic views, and serene park setting, Riding Mountain National Park is a must-visit for anyone passing through the province. What has been your favourite experience

It was 13 years ago that Nigel Ramjohn saw a new career opportunity open in front of him. An insurance broker for many years, in 2005 he felt his career going stale, and came across a call for an inspector with an insurance background. The thought of being freed from the confines of a desk job, trading up to a position that had him out in the field, was intriguing to him, and would allow Nigel to put his people skills, along with his experience, to good use. Based in Manitoba, Nigel completes work for clients not just across the province but across the country, frequently travelling on behalf of iv3. What makes you a proud resident of the area you live in? With such diversity, from its climate to its people, I am proud to call Manitoba home. It’s a province where people celebrate the little things, and come together in times of need, like during the massive flooding that took place in 1997. It’s one of the most generous provinces in the country, with a charitable

Nigel Ramjohn

while living in your area? No doubt – becoming a father.

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FEATURED REGIONS

POP U L AT I ON 4,067,175 TOTA L POP U L AT I ON

O F E DMON TON 899,447 AV E RAG E WE E K LY I NCOME

$1,138 L AND S I Z E KM 2 640,330 F R E S H WAT E R KM 2 19,531 FARM FAC T

During the past decade, Alberta produced about one-third of nation’s wheat, slightly more than one-third of canola crop and almost half of the barely crop.

ALBERTA

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FEATURED REGIONS

ALBERTA

I have been serving the province of Alberta from Fort McMurray to Milk River and Medicine Hat to Jasper for the last 19 years. What I really enjoy about being an inspector in Alberta is the opportunity to see new things and meet new people. One thing I have noticed, is that insureds are very concerned with their privacy and ask a lot questions about our identities and intent (as inspectors). I gain their trust by explaining how we are a third-party hired by their insurance company and their information will only be released to them in the form of a report. Our economy has become much more diversified and the risks we inspect and evaluate have become more complex. I see my area continuing to grow, which will contribute to my own growth both professionally and personally. I am located in the prairie province of Alberta with the base of my operation in Edmonton. My territory for the last 4 years covers all the way south to Red Deer, to the east up to Lloydminster and northwest to Grande Prairie. The challenges that I usually face are remote isolated files spread across my territory. The roads leading to these remote places can be icy and dangerous during the winter seasons. Although I am not a fan of long distance driving, I still thoroughly enjoy seeing new places across Alberta. One trend I have noticed in my province is the growing need for commercial inspection orders.

Steve James MANAG E R , S T RAT E G I C F I E L D OP E RAT I ONS

Alberta’s population is continuously growing and such growth has positively impacted and fueled the housing market. The housing market is quickly evolving in this region with housing options in various communities. This market continues to expand in luxury estate homes with spectacular mountain views, to waterfront properties with calming lake views and incredible sunsets, to single- family dwellings. Ensuring and protecting your home is vital. Understanding the importance and value of an appraisal is equally as important. Our Premium Plus product is a major leader within the industry in Canada. This particular product encompasses a full narrative description of the home along with a Risk Factor Rating for unique dwellings. Along with this product, we see our MainStreet and Interior/Exterior Hazards products thriving in the Alberta region as well. Part of being a Regional Manager is building a strong partnership with a team of professional, highly experienced inspectors, who are extremely dedicated, focused and understand the Alberta market trend. This partnership results in our commitment to maintain and deliver high quality reports to our clients every time. The industry is continually changing and our clients are constantly raising the bar looking for unique innovation and diverse products. At iv3, we think outside the box and make things happen.

John Abellon R E S I D E T I A L / COMME RC I A L F I E L D I NS P E C TOR

Sintia Cicci R E G I ONA L F I E L D MANAG E R , R E S I D E N T I A L L I N E S

My territory is the City of Calgary and surrounding area. Typically I stay within 200 km of the city centre of Downtown Calgary. I have gained a great sense of community within all the cities developments. I feel that I have learned what parts of the city are desirable and what has true potential for the future during my 3+ years of service with iv3. I enjoy the interaction with so many personalities while I am out inspecting. It pushes you to be more comfortable in someone else’s environment. I also really enjoy the variety of home designs in Alberta, the construction and finishes are constantly changing. Due to the economy in Alberta for the last few years, the thresholds are more consistent at a lower end. As the economy is rising, I am seeing construction increase for single families and multi-families. This should be a good sign as there are more custom homes being built again. Thus increasing business.

Kirk Wyss R E S I D E N T I A L F I E L D I NS P E C TOR

Wood Buffalo National Park, Alberta is home to the world’s largest beaver dam. The massive 850-metre long dam was first spotted on satellite photos in 2007. DID YOU KNOW ?

The Calgary Stampede, held every year for 10 days, is the largest outdoor event in the world.

More than 80% of Albertans do some kind of volunteer work.

Harry Longabaugh, better known as the Sundance Kid worked as a horse breaker at the Bar U Ranch in southern Alberta in 1891.

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2018

Edmonton, Alberta

LANDED IN THE RIGHT CAREER

J OHN AB E L L ON I NS P E C T OR O F E X C E L L E NC E

Edmonton, Alberta

What is something you’re passionate about doing in your hometown? Though my schedule is often crowded, I do my best to make time to volunteer for Habitat for Humanity, an important cause I’m happy to contribute to. What is one place no one should go without seeing in your area? Just a few hours’ drive from Edmonton, Banff and Jasper offer some of the best scenic views during the summer. They’re ideal spots for hikers, mountain climbers, campers, and wildlife enthusiasts, while perfect for skiers, snowboarders during the winter months. What has been your favourite experience while living in your area? Being able to meet Albertans, both locals and immigrants, young and old – folks from all walks of life. It’s been an incredible journey and there’s still so much more to come.

Having moved to Alberta in his late 40s, John Abellon was hesitant at the idea of rebooting not just his career, but his entire life. But the shift to becoming an inspector in the insurance industry, a change borne out of necessity 4 years ago, quickly turned into something greater. Becoming an independent contractor allowed John to have the flexibility he needed to manage his newfound career and time with his family in his new home. For John, there’s no doubt that his career has had a tremendous impact on his life. What makes you a proud resident of the area you live in? Folks here in Edmonton are disarmingly nice. I can feel a real sense of community here. The people are always willing to help, whether it’s something small or in times of crisis. Furthermore, Edmonton has always had an impressively low unemployment rate, even when the Canadian economy seems to be down. That kind of security is a great contributor to a higher quality of life.

John Abellon

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“ When farms catch fire, they’re gone. There’s no partial loss. ” iv3 LAUNCHES THERMOGRAPHY TO GAIN DEEPER FIELD INSIGHTS D a r i n N e s s e l P r es i den t & CEO | Mu t ua l F i r e I nsu r ance Compan y

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arin Nessel has seen how bad things can get. As President and CEO of Mutual Fire Insurance Company of British Columbia, it’s his job to ensure clients are protected from such devastating losses. That’s where his company’s partnership with iv3 plays a vital role. Together, they are now able to offer a new thermography product. Launched on March 1, it allows Mutual Fire to get deeper insights into inspection sites, particularly on farms, and help mitigate risk to a greater degree than before. “Our primary focus is farm insurance,” said Nessel. “We frequently see the dangers of electricity that can result in significant losses. We see it everyday.” The issues can manifest in a variety of ways. Oftentimes, a series of mismanaged or jerry-rigged wiring systems can cause overheating, resulting in a catastrophic fire. Issuing a scan to detect excess heat or abnormally hot connections within a site’s aging electrical or mechanical infrastructure can lead to relatively small but immediate changes that can go a long way toward avoiding a major loss. Thankfully, Mutual Fire’s partnership with iv3 will help reduce these potential risks. With the new thermography

product, scans of potential hazards, conducted on-site by trained inspectors, can determine the heat signature of a given area, structure, or piece of equipment. This allows inspectors to quickly identify risks that could otherwise go unnoticed. The deployment of thermography in the field is a big step toward reducing risk and increasing safety, said Nessel. A potential system failure at a business can have disastrous effects on productivity and operations. Although not all conditions can be controlled, using infrared technology can make all the difference. “Acting as soon as possible is critical. It allows us to remedy the risk prior to the loss, and to uphold our commitment to our insured.” For Nessel, using thermography as a preventative measure not only prevents losses, but goes a long way in helping the insured establish a strong risk management culture, a mindset that goes a long way in quelling future issues before they ever arise. “Having a vendor like iv3 be face-to-face with the insured, having those discussions on risk management, to me is always valuable,” said Nessel. Continually developing that type of close partnership between the two organizations is exactly what iv3

President Denise Gaeta has prioritized since assuming her role. “That’s what it takes to be the number one provider,” she said. “You have to constantly be not just listening to your customers, but working with them.” In partnership with iv3, Mutual Fire is now able to offer clients not only new products and greater protection, but discounts for farms that have completed this inspection. “We’re very excited to launch this new product,” said Nessel. “In partnering with iv3 to do this type of inspection, we’re very excited. I couldn’t be more pleased with how Denise has listened to clients to move us all forward.” “This business is all about trusting your partners,” added Gaeta. “When they ask for something you can deliver, that’s how you build lasting relationships in this industry.” By taking advantage of iv3’s innovative product offering, Mutual Fire can not only continue to offer clients best-in- class service, but go the extra step to ensure they enjoy extra protection from what could be overwhelming losses. “If we can prevent these risks from ever starting it will save everyone a lot of time, effort, money, and grief,” said Nessel.

Darin Nessel President & CEO

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WATER DAMAGE PREVENTION

ACCORDING TO THE INSURANCE BUREAU OF CANADA, $1 BILLION HAS BECOME THE NEW NORM FOR YEARLY CATASTROPHIC LOSSES, WITH MOST OF THIS DUE TO WATER-RELATED DAMAGE. WATER DAMAGE LOSSES ARE ONE OF THE MOST COMMON TYPES OF LOSSES, CAUSING EXPENSIVE REPAIRS, AND PROJECT DELAYS.

Managing water damage risk is the same as managing any type of risk that an organization faces. Basic risk management principles can be applied on an organizational basis, starting with the establishment of a risk management policy that specifically addresses the hazard, and clearly identifies accountabilities and responsibility for managing the risk. Individuals given the responsibility for managing risk should have the authority to address problems, provide the resources to prevent or mitigate losses, and act on incidents related to loss. Internal and external communications channels should be established as part of the risk management process, with the goal of communicating with stakeholders in the event of a crisis or contingency. As part of the risk management process, a risk assessment is critical in identifying sources of risk, and this is applicable to potential water damage losses. Some of the most common causes of water damage losses include: • Building envelope failures, such as deficiencies in windows, doors, roofs, down spouts and gutters, flashing and drains. Some fairly easy and cost effective loss mitigation methods are;   Ensure roofing is in good condition, check caulking around doors and windows on a regular basis, clean gutters and ensure they are not clogged, ensure downspouts are effective in dispersing water away from the structure, and ensure the property is properly graded to prevent ponding of water.

• Failure of plumbing systems, fire protection systems, or any other water related systems as part of the building. Regular inspection and testing of systems is key to preventing losses, as well as protection from freezing. •Open or unsecured building openings allow storm water into the property. Staff awareness of this issue can help reduce this exposure. •Foundation and structure feature failure can cause water seepage, and damage to structural features by freezing and thawing cycles. Cracks in foundation walls can allow for water seepage into basements, which can contribute to a potential mold problem. Cracks in exterior cladding, such as brick cladding can lead to failure or these feature. • Overland flood. While it is not possible to prevent an overland flood it is possible to mitigate potential losses with a comprehensive flood mitigation plan, as part of an overall emergency plan. For example; prior arrangement with restoration contractors are possible as well as pre-sourcing of such things as water barriers. A self-inspection system, combined with an emergency plan incorporating water damage hazards, including flood, will go a long way in reducing losses, with the corresponding reduction in lost revenue, and increased expenses faced by the organization.

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Ou r Cu l t u r e i s Ev e r y t h i n g

i n s i d e i v 3

We take great pride in the work we do and the talented people who work with us. Our culture means everything – it’s embodied by our core values and it’s at the heart of our success. Solidifiers are like no other. We are driven. We are passionate. We are charitable. A leader in mortgage services, our team is comprised of the top mortgage industry specialists and technology innovators. Our success is driven by working with the very best in client service, technology, account management and finance.

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TORON TO , ON TA R I O

2018 WHAT ’S TO COME

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I

n this business, success does not come overnight. It can’t be bought, rebranded or backed into. Success is a process, a deliberate climb to the top, and getting there demands experience, innovation, and leadership. “To be the number one provider, you have to ensure that you’re listening to customers, and constantly working to fulfill their needs in a way that only you can.” Since taking the helm at iv3, Denise and her team have been focused on building an unrivaled suite of products informed by customers’ needs, with first-class support for the business. Taken together, iv3 is well on the path to becoming the nation’s leading provider. It’s a process, and it begins with partnerships. “The relationships that we’ve built, over my 15 years in the industry, puts us on a different level,” said Denise. “Our partners rely on us to come up with the solutions they need.” Through trust, great products come to light. That’s how iv3’s latest, on-site thermographic imaging, came to be. Working with Darin Nessel, President and CEO of Mutual Fire Insurance Company of British Columbia, iv3 developed the technology to assist with Mutual Fire’s farm business. “The drive for thermography really came out of Darin and the team out west. We listened to his needs, and built a solution to help his business from day one,” said Denise. “I’m so pleased with how this turned out,” added Nessel. “It’s excellent.” While Mutual Fire may have driven development, since its launch in March thermography is available to all of iv3’s customers, further expanding the company’s offerings. “That’s what makes iv3 different,” said Denise. “We don’t just invent products for the sake of it. We make it work for one, then make it work for all. We’re all in this together.” It’s a process, and it makes better products. Thermography is just the latest in a long line of offerings iv3 has built to make life easier for clients. But it’s not resting on its laurels. From headlining features to the

smallest details, the company continues to innovate, ensuring the iv3 experience is unmatched in the industry. “Here’s another example,” said Denise. “We’re revamping all our forms, with iterations driven by customers. They’ll be streamlined so that they get right to the meat of what our customers are looking for.” Priding itself on responding to customers, iv3 has several big ticket items on its roadmap that will make 2018 a banner year for the company. “We deliver strong products to customers in the timeframe they expect. It goes back to our favourite expression: the right inspector, the right tools, on time,” she said. It’s a process, and it’s driven by people. “The victories we’ve had, the growth, it comes from the team’s pride in their work,” said Denise. She quickly rattles off just a few major accomplishments: improved capacity, local representation in Atlantic Canada, and dozens of new inspectors. Importantly, the right people are being onboarded nationally, strengthening the foundation of their Canadian success story. “Every team member had a hand in this. No one is an island – we all work together.” That camaraderie extends from the home office to the field with the Inspector of Excellence program. Now in its third year, what began as a way to recognize top performers has evolved into a celebration of something more. “It really is a motivator and a true way of recognizing field staff,” said Denise. “More than that, it’s given all of us a sense of pride, created a bond throughout the team, and given everyone something to strive toward. There’s nothing like it.” Partnerships, products, and people, all working together, all building upon each other. That process drives the relentless refinements that iv3 continues to bring to market. And for Denise, when somebody has loss concerns, questions, or hardships, she knows iv3 will be their first call. “This is the story of who we are and what we do.”

Denise Gaeta

President

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INFARED AND THERMOGRAPHIC IMAGERY

G i v i n g y o u t h e p owe r t o u n d e r w r i t e b e t t e r

NOW AVAILABLE

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“ Once you get into this market, it can get large and it can get profitable. That was my goal then, and that’s my goal with iv3. ”

F

rank Sabo came out of retirement for this. “From my point of view, this has a lot of potential to build the business up.” A veteran inspector, clocking more than four decades in the industry, Frank’s career has taken him across the country and up the corporate ladder thanks to his expertise and proven ability to forge lasting relationships with clients and partners. Now, after a brief hiatus, he’s working with iv3 to cultivate an exciting new opportunity in Atlantic Canada that will lay the foundation for the company’s growth in the region. “So far things are looking very positive,” said Frank. “I’m very optimistic.” Frank’s journey to championing iv3 along the eastern coast actually began out west. Armed with a degree in Geology, he began his career doing mining inspections in the 1970s. “They were mostly pulp and paper mills, grain elevators, packing plants - all sorts of larger type risks,” he recalled. As his expertise grew, Frank began expanding his skillset to suit the needs of more clients. In ‘93, he flew east, settling in Halifax as the Regional Manager for Atlantic Canada on behalf of RMS. By the time he retired on New Year’s Day 2015, he was the National Vice President of Technical Services for the company, with an eye on getting into more non-traditional type work. Frank was enticed to come back to the industry after meeting with iv3 President Denise Gaeta at a brokers convention in Halifax last year. Sensing an opportunity that could take the organization to a new level, she

popped the question. “Why don’t you come work for us?”

expand its coverage. The region is blanketed by some of the best in the industry. As they flourish with new ideas and new business, so too does the company. “Iv3 is a very progressive company,” said Frank. “They look for new ways to do things, and are constantly asking, what can we do to make the business grow? Now we’re seeing it in action.” As Frank and his colleagues fan out across the Atlantic, the partnerships they’ve built form the foundation to offer iv3’s suite of product offerings with the company’s unrivaled industry service, from traditional inspections to more peril-based type work. And because Frank is so tuned in to the needs of clients, he can deliver exactly what they need while continuing to push the business into new areas. “It’s all about understanding what our customers need and how we can do a better job of providing that information, that product, at the right time,” he said, echoing the company’s mantra. As iv3 continues to break new ground, serving new clients with new solutions, the company’s success in Atlantic Canada – indeed, across the country – is driven by the quality, reliability, and trust of Frank and others like him out in the field. They are the source of the company’s innovation. “iv3 has proven itself to be a growth company,” he said. “With this team, it’s more dynamic. We’re willing to look outside the box.” “Maritimers are very loyal. Together, we’re going to keep building this business.”

And so, in keeping with his streak of marking career milestones with major holidays, Frank officially joined iv3 on October 31, 2017. “Since the beginning my goal with iv3 has been two- fold,” said Frank. “To increase the insurance business, and to move us toward the risk management business for companies and governments.” It’s here that Frank’s deep connections across the industry and in his region are invaluable. An expert on the market in Atlantic Canada, he can tailor and tune his approach to fit every client, always keeping the stakeholders’ desires in mind. “We’ve been talking to folks in the province of Nova Scotia, Aboriginal First Nations communities – lots of different people. Things are looking very hopeful.” It would be impossible to navigate the Atlantic market without a skillset like Frank’s. The region is diverse, but much of the decision making process is centralized through offices back in Ontario. On top of that rigorous command-and-control structure, the market itself seems to move in cycles unique to the country, with hard and soft areas that oscillate between the provinces there. “This is exactly why you need to build up these strong relationships with the people local to the region,” said Frank. “Their perspective is so vital. If you’re a dedicated professional in this business, you have to be committed to everyone – even the little guys.” And iv3 is committed to the Maritimes. The organization has swelled its ranks with dozens of new inspectors to

Frank Sabo Special Projects Consultant, Atlantic Region

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“ The training provided by Matthew and his team at iv3, promotes a true team/family atmosphere. The training sessions are well organized, timely, and extremely detailed. It is so refreshing that everyone at iv3 is friendly, open, and prepared to be of assistance, whenever you require support. ”

PRE-INSPECTION Ride-along sessions are set-up with our most seasoned inspectors prior to a three-day training seminar hosted by Matthew Harwood, National Director of Training and Development. The lessons learned in the ride-along can be referenced to make key points stand out and sink in. MENTOR PROGRAM A mentor is matched with the recruit based on their level of knowledge. The mentor will arrange for inspections where the recruit will assist with the measurements, take their own notes, and assist with the report write-ups. as the confidence level of the recruit increases, they will be asked to take the lead on the inspections, and the mentor will assist. Once a new inspector starts completing their own inspections, they are assigned a Quality assurance mentor to further coach them on their report write-

up capabilities. This attention ensures that they grasp what our clients’ needs are and ensure those needs are met to the highest standards. TRAINING Training seminars include slides, videos, whiteboard diagrams, exercises and hands-on experience. At the end of the sessions, online testing is provided to help ensure key points are grasped and understand where the recruit needs further assistance while entering the mentor period. FEEDBACK “The way iv3 trains their partners inspires confidence. They want you to succeed and provide consistent help to do so, while promoting an open atmosphere to ask questions and receive the answers that will help you become your best.” – Deryck Kerckhof, Independent Commercial Inspector.

THE iv3 LEAGUE

SCHOOL OF TRAINING AND DEVELOPMENT

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TRAINING AND DEVELOPMENT COURSES

COMMERCIAL COURSES

• Restaurant Liability and Cooking Hazards • Automatic Sprinkler System Basics • Dust Explosion Hazards • Commercial Construction Methodology • Garage Liability • Special Hazards – Hot Work, Flammable Liquids, and Woodworking • FarmSafe – Working Farm Hazards • Water Damage Protection – Commercial Risks • Understanding Premises Liability • Commercial Occupancies – Analyzing the Risks • Analyzing a Manufacturing Operation • Understanding Commercial Building Valuation Systems

RESIDENTIAL COURSES

• Mechanicals in a House – Heating, Electrical, Plumbing • Water Damage Protection – Residential Risks

• Woodstove Basics • Understanding RCT • Understanding E2V • Oil and Propane Tanks Hazards • Understanding Residential Construction

DESIGNED WITH OUR CLIENTS IN MIND

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FACT BASED REPORTING

YOU CAN DEPEND ON

As a company that strongly believes in delivering the most accurate replacement value assessments and risk management reports in the industry, we are proud to continue to bring timely, actionable data to our clients.

iv3 has compiled data driven from our completed reports from 2017-2018, and what we found may surprise you!

Qual ity. Rel iabi l ity. Trust.

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TRENDS IN REPORTING 2017-2018 DATA

R E PORT S COMP L E T E D 10,936

TOTA L VA L U E O F UN I NS UR E D P ROP E RT Y $ 842,835,066 $ 186,861,669 TOTA L VA L U E O F OV E R I NS UR E D P ROP E RT Y

T OP E A S T E RN P ROV I NC E S

TOP WE S T E RN P ROV I NC E S

AB BC MB

ON NS NB

$ 199,582 Underinsured Average

$ 966,817 Property Value Average

$ 105,156 Overinsured Average

T OP P E R F ORM I NG R E G I ONS

OU R R E S U LT S

32 %

6,000 5,000 4,000 3,000 2,000 1,000 0

5,535

39 %

53 %

of orders come from Western Canada

of orders come from Eastern Canada

GREEN RATING (Above Average / Good)

BC

AB SK MB

ON

2,223

120

1,159

758

45 % AMBER RATING (Average)

229

ON BC AB MB SK

I NS P E C TOR S ACROS S CANADA OV E R 50 % OV E R 10 Y E AR S O F OUR I NS P E C TOR S HAV E B E E N W I T H U S F OR

T OP P RODUC T ORD E R S 1 Premium Plus Report 2 Commercial Inform 3 MainStreet (All Risk Report) 4 Interior/Exterior Hazards Report 5 Commercial INSIGHT Report

6 %

RED RATING (Poor / Below Average)

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