Claims

The claims handling centre provides approximately 360 staff to; manage incoming claims, deploy jobs to our network of engineers and deal with ongoing queries, 24 hours a day, 7 days a week, 365 days per year.

For the 2003/04 financial year the centre handled in the region of 1.5 million calls, receiving 450,000 claims and deploying these to our network of approximately 900 contractors with 9,300 operatives

We offer:

• Policy Validation - ensure the caller has a valid policy under which to make their claim
• Claim Validation - determine the problem that is being experienced
• Give "First Aid" advice where appropriate to minimise the risk to the property
• Locate an engineer local to the customer's home and deploy the job to the chosen contractor

We are committed to:

• Delivering a quality service to our customers
• Giving full service and product training
• Supporting our staff via our quality and performance coaches
• A program of continual improvement