Claims management: a review of challenges faced

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Abstract

The focus on managing claims in the construction industry has gained prominence in recent years due to their unavoidable nature and associated financial impact. Studies have shown that claims and their management consume considerable resources, both of which can be reduced with efficient and effective management. Past studies have also established that improper and inefficient management of claims may result in otherwise unnecessary disputes, resolving which is also a resource-intensive process. This study reviews the range of challenges faced in managing claims. Based on a comprehensive review and evaluation of relevant literature, five broad challenge themes were observed: stakeholder predisposition; insufficient resources allocated for claims management; lack of established procedure for claims management; poor documentation and management of information and lack of general and expert contractual knowledge were observed. The results of this study will facilitate a better understanding of the challenges faced in managing claims, which will in turn help in evaluating existing solutions and in developing more effective solutions that leverage the latest information and communication technology.
Original languageEnglish
JournalInternational Journal of Construction Management
Early online date9 Jan 2024
DOIs
Publication statusE-pub ahead of print - 9 Jan 2024

Keywords

  • Construction claims
  • challenges in claims management
  • contract administration
  • expert contractual knowledge

ASJC Scopus subject areas

  • Management of Technology and Innovation
  • Building and Construction
  • Architecture
  • Strategy and Management

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