Service Standards

We adhere to the following standards:

1. Confirmation of instructions to Insurers and/or Brokers upon receipt;
2. Contact Insured within 24 hours of receipt of instructions;
3. Visit Insured within 3 working days of instruction (subject to claimants availability);
4. Preliminary Report submitted within 2 days of visit;
5. Confirmation to Brokers and Insurers issued on same day as Preliminary Report;
6. Reply to correspondence: Respond within 2 working days of receipt;
7. Reply to phone calls: Respond within 24 hours of receipt;
8. Updates to Insured: Insured should be updated or requested for Claim information every 21 working days;
9. Updates to Insurers: Insurers are to be issued with summary of developments/Reports every 21 working days;
10. Updates to Broker: Copy all correspondence to Brokers (subject to Insurers approval);
11. Reserve: Confirm on file and within each Report a detailed Reserve calculation;
12. Acceptance Forms: Issued for all payments unless written dispensation is granted by Insurers;
13. Interim Payment Reports: Issued within 2 working days of 'agreement';
14. Adjusters Fees: To be charged as per fee scale or agreed hourly rate;