Question 1

Turnaround Time

Accepted Answer

We process all diagrams in the order they are received. Excluding any issues with tree or shade cover, which we will contact you about, we guarantee to have all diagrams delivered within 16-24 hours. We offer an expedited rate within 6 hours to ensure we prioritize the diagram and get it to you as soon as possible. We will get an expedited order to you the same day as ordered if placed before 6 PM EST, but after major hail or hurricane events we will extend expedited orders to around the clock. If our members are working all night then we will too.
 
You will receive our products via the email you used in creating your account, unless otherwise instructed. If for some reason you have not received your products within 24 hours please reach out to us and let us know you did not receive your file.

Question 2

Pricing

Accepted Answer

We offer simple and affordable pricing that allow our members considerable savings in both time and treasure.
 
-We charge a flat rate of $25 per diagram.
 
-PDF Report orders incur an additional $5 charge.
 
-We have one turnaround speed (24 hours guaranteed), but offer an expedited rate if a diagram needs immediate priority for an additional $15. 
 
-If you need a diagram made for a commercial property (For example: a 400 square, 120 facet factory complex) we will reach out to discuss doubling the price to $50. We will complete and sent out the product first, and the charge can be declined at will by the member.
 
We can offer such prices by maintaining strict control over membership to our community, and serve independent adjusters who are serious about success.

Question 3

Accuracy

Accepted Answer

From our review data on our diagrams we have found our standard margin of error on measurements range from 1-5% depending on available imagery and the presence of shade or tree cover. We bring old school drafting techniques to bear on modern aerial imagery and can produce incredibly accurate diagrams. 
 
Buy one and check for yourself; member feedback helps us keep our techniques honed and sharp. We also honor all refunds asked for, no questions asked.

Question 4

Ordering a Diagram

Accepted Answer

-We do not have a map feature for placing pins on structures; this is by design.
 
-If the risk is rural and you believe we will have trouble locating the correct structure, we have a button at the bottom left of the order screen to add elevation photos. With a front elevation photo and an address we can find the correct structure in nearly all cases.
 
-We have designed the order process to be the fastest in the industry, with as few clicks to add your orders to your cart and check out as possible.
 
-Our site is designed to be easily accesible by smart phone browsers, and orders can be easily made by mobile as well.
 
-You can access your cart at any time, on any screen, by either clicking the cart icon in the top right corner under the account menu, or at the bottom left of the screen under "Member Links".
 
-We regularly accept orders in spreadsheet format with nothing but an address for each risk location; we successfully return a file on the vast majority of them, and we reach out if there are any issues.
 
-You can submit a list of addresses if you wish, to sales@phoenixdrafting.net, and we will manually bill your account.
 
Please contact us if you have any questions or concerns regarding the order process.

Question 5

How can I help improve speed/quality?

Accepted Answer

Our members can provide us vital information and the more assistance we get per order, the faster and more accurate the product:
 
Submit photos- Whether you have elevation photos that can assist us under tree coverage or if you submit a photo to help us confirm we have the right structure, photos of the structure can help us the most.
 
Be available for follow-up questions- Our drafters may need to ask you for more details about pitches, additional instructions, outbuildings, etc. Watch out for any calls or emails from us in the hours after your order and make sure we have your number and email on file in your account.
Be as specific as possible when entering pitch info into the order or in your additional instructions. The more we know about the structure and what you need, the faster we can be about getting a high quality diagram drafted.
Give us feedback! If you notice any issues at all or if you see something well done, send us a quick note letting us know about it. We need this information if we are to hone our skills to meet your needs.

Question 6

How do memberships work?

Accepted Answer

Memberships are free and run until either the member or Phoenix Drafting no longer wishes to continue it. Membership allows you to order and it unlocks portions of the site built for member use. 
 
Membership is not automatic. We must make contact with a prospective member by email or phone prior to acceptance of their application. This is to ensure that both the organization and the member are a good fit and on the same page.
 
Membership is also dependant upon our total output capacity. If a weather event causes a surge in orders that push us to capacity we will "lock down" and cease accepting new members until we have helped our current membership meet their needs through the event. Our system is designed to prioritize our members needs above all else.

Question 7

How can we reach you?

Accepted Answer

We can be contacted by phone, email, website live chat, and through select social media (Twitter and Facebook, at present) for maximum convenience.

Question 8

How do I use the ESX files I've received?

Accepted Answer

You will need to import the ESX project files into your Xactimate, then you can copy our diagram and paste it into any active project you already have started, or use our files to build your estimate. If you need any further assistance with this you can reach out to us and we will be happy to help. 
 
Xactimate itself has always been prone to glitches and errors. We cannot solve some of these issues that occur within Xactimate; they are best solved by calling Xactimate tech support.

Question 9

What is the company's operating schedule?

Accepted Answer

We operate 24/7 365 for standard orders, and will process all expedited orders the same day as long as they are received during business hours. After major hail or hurricane events we will extend expedited orders to around the clock as well. If adjusters are up all night working, then we will be too.

Question 10

What about Apartment Complexes and Multi-Building Properties?

Accepted Answer

We can do entire properties regardless of how many structures exist, however, each building will be charged seperately as one diagram, unless the structure is obviously shed-sized or smaller.
 
If there are many structures we will dedicate one of our techs to completing the project ASAP, but we might not be able to meet the expedited turn around time. If we feel the number of buildings will cause a delay, we will call and let you know and provide an estimated time of return.

Question 11

What's up with the Phoenix Forum?

Accepted Answer

When we were building the website our developer team offered to incorporate a forum into the site for no charge, but we had no plans for a forum at the time. We went ahead and gave it a green light in hopes that as Phoenix grew the forum would start to serve our members with its own content. With a section for support and help, it also serves as another resource for our members to get answers to questions of all types. It should also give the Phoenix Team a way to interact with our members in ways unlike anyone else in the industry. We are eager to see what it becomes over time.

Phoenix Drafting

Ally of the Independent Adjuster

F.A.Q.

Frequently Asked Questions