Most claims desks judge vendors on gut feel and complaint volume. Your own claim data can do better. These six measures come straight from timestamps and invoices you already have.
Published 11/11/2026
1. Time to acknowledge
From dispatch to the vendor accepting the claim. Track the share acknowledged the same business day, not just the average. One slow week hides inside a good average.
2. Time to first homeowner contact
Acceptance is not contact. Measure when the homeowner actually heard from someone and got a window. That is the number your members feel.
3. Return visits
How often a claim needs a second trip. Some return visits are fair (a part had to be ordered, the authorization came later). Track the reason with the count, or the number means nothing.
4. Recalls on the vendor's own work
Same door, same issue, within 30 or 90 days. This is the clearest quality signal you have. Ask every vendor how they schedule a recall and who pays for it.
5. Invoice accuracy
Invoices that come back on the wrong codes, missing photos or over the NTE without approval. Each one costs your team time.
6. Claim to completion
From dispatch to the repair being finished. Look at the middle claim and the slowest ten percent, not only the average.
Ask for it in writing
A good vendor can show you these numbers from their own records, with the dates they cover. A vendor who only has adjectives is telling you something.
MS Facility Solutions sends back a full file on every claim so you can track all six. Add us as a vendor.
Need a garage door fixed?
Tell us what is going on and we'll text you a time window, then a heads-up when the technician is on the way.