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Table 1 shows the profile of respondents in terms of their experience in the construction industry and their years of experience dealing with claims. As can be seen, the majority of respondents from both groups had served the industry for more than 10 years. In regards to respondents’ experience in dealing with claims, majority of them have more than 10 years of experience. This suggest that majority of the respondents have been in the industry for a considerable number of years. Thus, information gathered is considered reliable enough to meet the needs of this research. They are also ideally suited to provide comments and answers on any issues dealt within this survey and their opinions are expected to reflect the real industry’s situation.

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This research aimed to explore the problems related to the process of claim from contractors’ and consultants’ point of view by studying common procedure categories, distributed into six stages. The stages are claim identification, claim notifications, claim examination, claim documentation, claim presentation and claim negotiation. The findings highlight on the need for a good documentation and record keeping system with a competent site staff that can recognize a claim during project execution. Keeping appropriate project information is an essential part of project monitoring and reporting. It also appears that a standard and transparent procedure should be put in place whereby contractors would be able to follow in order to properly prepare the claim. In addition, staff awareness, training in how to document and submit a well-supported claim, and negotiations with clients are becoming a necessity.

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