Once a claim is received, we aim to have our Estimator attend site within 3-5 working days. Our Estimator will meet the customer on site to identify the cause and damage related, along with any additional issues or maintenance needed. In some circumstances, the Insurer may send their own Assessor who provides us with a scope of works to quote on.
When necessary, we are able to perform specialist reports, including, but not limited to:
- Roof Reports
- Plumbing/Leak Detection Reports
- Asbestos Reports
- Electrical Reports
- Engineering Reports
The Estimator then provides a report and/or scope to the Insurer within 2-5 working days of visiting site. The report will outline the circumstances that have led to the damage that is now present. The scope of works will detail the insurable repairs to be carried out, along with a repair cost. From there, the Insurer will either decline the job, in which case we close it, or authorise the job, and we can move to the repairs process.
Once the repairs have been authorised by the Insurer, the customer is contacted by their File Manager within one working day to advise we are the authorised builder managing their repairs. We send through an Authority to Proceed form – this lists all works to be completed under the claim which needs to be signed by the customer and returned.
Once we receive back the Authority to Proceed form signed, and the excess (if applicable) has been paid to us or directly to the Insurer, we can schedule repairs to commence.
Under the terms of the insurance policy, the customer may be required to pay an excess prior to any repairs being carried out. Generally, the Insurer will request excess be paid directly to the authorised builder. If this applies, we will send the excess invoice via email, and provide a link to our online payment option. We accept cash, cheque, direct deposit and credit card (which may incur a surcharge, you will be advised prior to transaction). Details for payment can be found on our Pay Your Excess page.
Once we receive back the Authority to Proceed form signed and the excess (if applicable) has been paid to us or directly to the Insurer, we can schedule repairs to commence.
On some occasions, there may be some repairs that need to be carried out by the customer before we can commence. These repairs might not be covered under the terms and conditions of the insurance policy, or they might be maintenance issues.
The File Manager or Supervisor will call the customer to discuss the repairs, advise which of our trades will be attending, and arrange commencement and estimated completion dates (subject to materials, weather conditions, etc.). Our trades may be scheduled to meet the customer on site prior to commencement to go through the works, colour selections, and any other potential questions the customer may have, before doing a final measure for materials to be ordered (if applicable). This ensures that if any issues are raised, they are resolved before repairs begin, minimising any potential delays.
The Estimator that quoted the works will be the Supervisor of the job. Having a Supervisor that is already familiar with the claim ensures understanding and quality communications, and allows work to progress smoothly. The File Manager and the Supervisor both work together to maintain regular contact with both the Insurer and the customer throughout the entire repair process. Any changes to the schedule or issues (e.g. delays from rain) are communicated as soon as they are identified.
If any unforeseen damage is discovered during the repairs process, we will discuss with the Insurer and submit a variation for their consideration if necessary. Once the variation decision has been determined the repairs can resume.
Our trades are all highly skilled in their respective trades – professional in their approach and the quality of work they produce. Each trade completes a safety sign off and returns a customer satisfaction certificate signed to confirm that the customer is satisfied with the repairs to date.
This allows us to monitor quality, repair timeframes and to resolve any issues as they happen ensuring customer satisfaction at every step throughout the repairs process.
Once the repairs are complete, we contact the customer to ensure they are satisfied with the works and their dealings with our company and our trades. We also ask the insured to sign and return the Completion Certificate as well as a one question survey which will be sent via email to the nominated email address. We pride ourselves on quality, and gather information from our surveys to ensure our high standards are being consistently met. Once it is confirmed the customer is completely satisfied, we will close our file and send our invoice to the Insurer.
Still have questions? Please see our FAQ section or get in touch with us.