INSURANCE

POLICYHOLDERS

With vast experience in working in people’s homes and businesses, we know and understand the needs and expectations of policyholders. Treating customers fairly, with respect and understanding their vulnerabilities at a time of crisis is essential.

We adapt and tailor plans to meet individual requirements to ensure a successful outcome. Every contract is fulfilled with Health and Safety at its forefront, whether the premises are occupied or not.

Our large workforce of directly employed staff achieves the reassurance of quality and control of each claim repair. Every contract is supervised and has an assigned internal customer support contact.

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Our expertise ensures an effectively communicated explanation of the process and the claim journey to achieve the desired quality of works

Engagement throughout the process is critical to us and seeking the policyholder’s evaluation of our delivery and the quality of communication allows us to measure our delivery against that standard we set ourselves.

OUR CLIENTS

With many insurer clients, either direct insurers or via their appointed intermediaries such as Claims Management or Loss Adjusting enterprises we have the in-house solution to achieve any desired claim outcome.

By dedicating in-house teams to each provider, we can tailor our services to individual requirements. This ensures we have policy cover understanding, we can disseminate our client's claims philosophies and requirements and react to them, as well as responding to service delivery expectations.

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We are conversant with meeting service level agreements and subscribing to workflows as well and delivering performance management information.
Our staff, trained to deal with vulnerable customers, are knowledgeable and informative on an insurance policy scope and limitations.

They are able to ensure there is a detailed chronology of case file activity in the event of review or audit via our Data Protection/GDPR compliant IT systems. Our policyholder customers are fully supported throughout the lifecycle of a claim by teams of experienced staff. Personalised consistency enhances communication and confidence but it also reduces customers needing to express their dissatisfaction helping our client retain their business.

OUR STAFF

We take great pride in our company culture, built on a culture of trust and enthusiasm via our motivated and trained staff. Staff retention and setting career paths are essential for our most important asset.

Our staff are fully trained on our client’s in-house systems to achieve case file workflows including the use of estimating software packages. Each in-house team deals with the entire case lifecycle, catering for dedicated case handlers, surveyors, contract manager and tradespersons.

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Our directly employed tradespersons react to emergency needs, drying solutions, when required, as well as fulfilling the scope of remedial reinstatement works.

Through our own in-house bespoke system, we have clarity on our performance at every key-stage from the first notification of loss (FNOL), to snagging and sign-off. We track our trades through the latest technology and have complete certainty on tasks performed and cost through work plans and timesheet data.