Improving the Process of Disruption Claims: Identification of the Difficulties and Expectations

Abstract

Construction projects often face disruptions that can impact project delivery and result in disruption claims. However, dealing with these claims is a complex process due to the challenges involved in proving them, which often leads to disagreements and disputes between contracting parties. This study aims to identify (1) the difficulties encountered in the disruption claims process, (2) their impacts, and (3) the success criteria for handling such claims. To achieve this, 22 disruption claims experts in Australia were interviewed. Difficulties were identified across different stages of disruption claims, including preparation and submission, assessment, and resolution. The findings revealed that nine difficulties were associated with the preparation and submission, seven with the resolution and six with the assessment of disruption claims. According to the experts, the most prevalent difficulty in all stages of disruption claims is the lack of contemporaneous information and records. Moreover, the major impact of these difficulties is the occurrence of disputes between contracting parties, resulting in significant cost and time implications. The experts also emphasized that the availability of relevant information (28%) and achieving commercial success (20%) are crucial factors for a successful disruption claim process. Furthermore, this research proposes a conceptual framework based on information management and the utilization of modern technologies, such as drones, cameras, radio frequency identifiers (RFIDs), building information modeling (BIM), project management software programs, big data and machine learning. The aim is to simplify the disruption claims process and minimize the occurrence of disputes.