FAQs

If you have a question that is not addressed here, please contact our Customer Service team by email or by calling at (800) 890-ITEL (4835).

What does ITEL do?

Why should I use ITEL?

How long has ITEL been doing property analysis for insurance carriers?

What if I can't send ITEL a sample? Can they help me?

Does ITEL test area rugs?

Does using ITEL slow down the claims process?

When should ITEL be used?

How does ITEL measure and maintain process accuracy?

Should I always settle the claim at the ITEL benchmark price?

Can you determine the value of carpet by touch?

How does ITEL arrive at their benchmark price?

How do I know if my sample has arrived at ITEL?

Why do I need to submit a piece of vinyl siding? Won't a photo be sufficient?

Does ITEL keep an extra piece of the flooring or siding sample?

Once I receive the information regarding my siding, where can I purchase it?

What does ITEL do?
ITEL gives adjusters, contractors, and policyholders a fair, fast, and accurate way to settle Flooring and Siding claims via an economical, unbiased and independent analysis of damaged materials. The process is simple:

1. A sample of Carpet, Pad or Underlayment, Vinyl, Wood, or Laminate Flooring or Vinyl or Aluminum Siding is sent with an ITEL Test Request Form.
2. ITEL performs a technology-driven, detailed analysis of the incoming sample to determine the pertinent material specifications. ITEL then compares the sample’s specifications to our comprehensive database of products readily available in today’s marketplace to find an appropriate match.
3. For Flooring, ITEL returns a Lab Report that includes measured specifications, up to three recommended Like Kind and Quality replacement products, and an ITEL benchmark settlement price. For Siding, each Lab Report includes measured specifications, product matches, and contact information for a distributor or manufacture to aide in the process purchasing replacement products for repair (if available).

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Why should I use ITEL?
ITEL assists the insurance carrier and homeowner in arriving at a fair price point for the closest available flooring of Like Kind and Quality. The analysis can be referred to as an accuracy assessment – it confirms that no one is paying too much or receiving too little in the confusing and complex area of flooring loss settlement.

Carriers have achieved the following benefits through working with ITEL:

• More accurate pricing for policyholders
• Improved service to the homeowner
• Reduction in overpaid flooring expenses
• Fewer supplementals due to underpayments
• Better overall claims indemnity control
• Opportunity to include Replacement Material Program Vendors in the settlement process
• Support for the adjuster through ITEL’s Customer Service department

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How long has ITEL been doing property analysis for insurance carriers?
ITEL has been in business helping property insurance companies settle claims since 1993.

What if I can’t send ITEL a sample? Can they help me?
ITEL will try to assist depending on the circumstance. Please call Customer Service at 800-890-ITEL to discuss possible options available to assist you.

Does ITEL test area rugs?
No, ITEL does not test area rugs. Our carpet database is for wall-to-wall (broadloom) styles and pricing only.

Does using ITEL slow down the claims process?
Normal ITEL turnaround time including second-day shipping for flooring is just 3 days but can be reduced to 1 day depending on the service type and shipping method. The chart below shows the ITEL turnaround time options.

** Please keep in mind items that may affect turnaround time, such as mailroom timetables, pick-up times and if a weekend is involved. ITEL’s normal business hours are Monday—Friday, 8:00 a.m. - 5:30 p.m. Eastern Time.

Express service is currently not available for siding and asbestos analysis.

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When should ITEL be used?
History shows that insurance carriers can dramatically improve accuracy and eliminate overpayments and underpayments by using ITEL on flooring losses larger than 100 square feet.

How does ITEL measure and maintain process accuracy?
ITEL measures and maintains process accuracy through a diligent internal quality assurance program. This program is monitored regularly and includes the following elements:

• Daily Quality Checks – Every day, 10%-15% of all samples are randomly selected and retested by the QA department to verify the accuracy of the results
• Monthly Blind Quality Check – Every month, an outside consultant anonymously sends in 50 flooring samples to ITEL and prepares a report of the results. ITEL uses this report to identify opportunities for process and personnel improvement.
• Statistical Analysis - ITEL periodically contracts an outside statistician to do a holistic review of our analysis results to identify any trends that need to be addressed.

More information on our process available at The Science of ITEL.

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Should I always settle the claim at the ITEL benchmark price?
In most cases, adjusters settle claims at the ITEL benchmark price. However, since the ITEL price is an average retail price that should be used as a benchmark, there can be claims with unusual circumstances that warrant adjusting the ITEL price appropriately.

Can you determine the value of carpet by touch?
It is impossible to determine the value of flooring by touch for many reasons, including:

• 70% of the value of carpet is the fiber type and amount of fiber used. Due to advanced fiber construction and fiber blending, you can not determine the exact fiber type by feel.
• In order to determine how much fiber is used, the face weight and pile height must be taken into consideration. Face weight does not include the weight of the backing therefore an algorithm is used in calculating the results.
• The combination of specifications, as well as current market styles and pricing in ITEL’s database are necessary to arrive at a fair average price of similar Like Kind and Quality.

How does ITEL arrive at their benchmark price?
ITEL obtains wholesale pricing information directly from flooring mills and manufacturers. ITEL arrives at a retail price by adding a standard profit margin to wholesale prices. The margin used is based on extensive research with mills, manufacturers and distributors. ITEL also applies a markup to account for shipping from the mills or manufacturers to the insured’s local area, as well as locally adjusted labor rates that are supplied by Xactware and MSB.

For most flooring samples sent to ITEL there are multiple retail products of Like Kind and Quality available in the market. However, these similar flooring products may vary in price depending on many industry factors such as volume purchase agreements, retail pricing strategies, etc. Therefore, ITEL’s benchmark price represents the center point of a price range within which the closest available "Like Kind and Quality" flooring can be found. An example of ITEL’s pricing formula is shown below:

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How do I know if my sample has arrived at ITEL?
Check the delivery time for your package on the shipment tracking page. You can also contact ITEL Customer Service for assistance (800-890-ITEL).

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Why do I need to submit a piece of vinyl siding? Won’t a photo be sufficient?
Photos do not adequately document colors and patterns. Therefore, ITEL requires an actual piece of the siding to view the grains, profile, original color (which can change with varying light in a photograph), nail hem, butts, and embossed numbers to help differentiate from the companies/manufacturers to determine who made the product.

If you are unable to send in a piece of the siding, however, feel free to send a picture and a competed ITEL Siding Questionnaire and ITEL will help where we can.

Does ITEL keep an extra piece of the flooring or siding sample?
Yes, ITEL keeps an extra piece for 90 days. If the adjuster would like ITEL to keep the sample longer than 90 days, please contact ITEL Customer Service or by calling 800-890-ITEL.

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Once I receive the information regarding my siding, where can I purchase it?
If available, ITEL lists a distributor near the loss site on the lab report. If there are no known local distributors, ITEL provides contact information for the siding manufacturer to help locate the siding.

LINKS
The links found on this page are provided for you to find additional information vendors and products. If you would like us to add additional links to this list, please feel free to contact us. ITEL reserves the right to exclude any website that does not meet our professional standards.

Carpet and Rug Institute

Carpet Cushion Council

National Association Of Wood Flooring Manufacturers

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