Clients

Putting your customer first
From receiving the first notification through to putting the damage right we make sure the policyholder is treated fairly and they receive the service to which they are entitled.

Receiving a new claim
We make sure it receives immediate attention and the policyholder knows of our involvement. We take care to arrange a survey that is convenient for all and ensure we turn up on time.

Managing expectation
At the survey we explain what is involved and what the next steps will be. We provide an outline of the likely work and where damage is outside of the policy cover we make sure this is understood.

Survey
We take care to validate the scope of work in line with policy cover and identify wear and tear, uninsured damage when submitting our report. Where there is potential for asbestos we take samples to identify or eliminate the risk.

The surveyors estimate is validated against pricing schedules we have agreed with you before it is submitted for your approval.

Preparing for the work
We advise the policyholder when our report has been submitted and as soon as the estimate has been approved. We provide a summary of the work and when it will be done.

Our project assistants help the policyholder to select paints and finishes so there are no delays in the repair and guide the policyholder through each stage of the work so that there are no surprises.

How this benefits you
Improved Customer Satisfaction; by focusing on your customer we ensure a positive experience and enhance your reputation

• Expectation is managed; we reduce stress by keeping the policyholder informed and giving them a positive view of the service they are receiving
• Cost is controlled; the scope of work is limited to 'insured damage' and we make sure our pricing reflects like-for-like reinstatement
• Reliable service; we work in a consistent way so you can rely on what we do and be certain we will keep our promises