Challenge
For Real Property Management Pros, insurance compliance was a constant game of whack-a-mole.
With 1,363 doors to manage, VP of Operations Elana Haverstick and her team were stuck tracking dozens of different renters insurance policies, recalling, “It was a nightmare. Every policy had its own coverage rules, claim process, and fine print. Some residents had insurance. Some didn’t.”
When damage happened, residents were expected to file claims themselves. This caused slow responses, missed payouts, or no resolution at all. So RPM had to step in.
“We had to hunt down policy details, track down insurance carriers, and try to move the claim forward.”
Without a unified insurance program, the problems stacked up:
- Filing claims meant manual follow-ups and endless paperwork
- Owners often paid out of pocket for repairs or hotel stays
- Slow payouts delayed repairs and move-ins
- Uninsured damage often required payment plans or litigation
There was no process. Just persistence and patience.
Solution
Second Nature brought order to the chaos. By implementing the built-in insurance program included in the Resident Benefits Package, Real Property Management Pros replaced dozens of fragmented workflows with one standardized, automated claims process.
Now, when damage occurs, the process is simple:
- Open a claim online
- Upload documentation
- Connect with insurance rep
- Receive payouts
Claims that once dragged on for months are now resolved in 2-4 weeks for property damage and 7-10 days for hotel reimbursement. And because residents are automatically enrolled, coverage gaps are no longer a concern.
Just as importantly, RPM Pros knows exactly what’s covered.
“Knowledge is power. We know the policy. We know what we can file and what we can, or can’t, get back.”
That clarity changed everything. Owners no longer pay out of pocket. Claims are rarely denied. And RPM Pros can manage the entire process themselves, without relying on residents.
One standout example? A water faucet that was left on by accident, causing significant water damage. The result: a $35,000 payout, approved quickly and without friction.
