Processes
Instructions
derive from:
- A customer
call to their home insurance or warranty provider
- An Insurance
Company or Loss Adjuster requiring a product or service
- A call to
the national repair line offered by the insurance or warranty
provider
- Direct from
a client who requires a quick solution to a request for repair or
replacement.
Requests are
handled by our dedicated team who provide timely communication
between all parties:
- Call
validated to ensure credibility and qualification for the
service
- Customer
given clear and concise information on ‘what happens next’ to
achieve the resolution to their situation
- Due regard
given to the nature and severity of the problem and the customer’s
wishes
- Customer
provided with one point of contact for all aspects of the
interface with the service provision
Consistency
We will monitor
the network to check:
- Repair
agents used by the network are suitably experienced
- The network
maintains Public Liability insurance with limits of no less than
£1m
- Repair
agents adhere to standards set out in their service level
agreements
- A common set
of processes for instructions, handling and reporting
- The Network
has agreed service levels to ensure promptness of operation and
reporting.
|
