To become one of your preferred service suppliers who understand the need for and ensure:

• Insurers and the insured are kept informed
• Open and honest discussions between ourselves and insurers
• Supply a quality service that refers to the insurers technical teams when required
• Have the ability to recognise and utilise areas of possible savings
• Create relationships to enhance settlement costs

And supply:

• Known competitive costs for the adjustment
• A fast, efficient customer focused adjusting service
• Concise quality reports and photographs sent electronically
• Direct secure access to claims data
• A reasonable 24 hour emergency call out service
• All losses quantified
• Replacements listed and indemnity agreed on a without prejudice basis
• Direct contact to discuss difficult or unknown policy details
• Agreed performance standards
• A commitment to best price and practice

Performance criteria

• Customer contact attempted and noted within two hours of receiving the call by phone and four hours by email (within normal working hours)
• An initial report giving details of contact within 8 hours or the first report within three days of viewing the claim
• Photographs set to each report as required

• All claims Quantified or the loss listed ready for replacements to be carried out

• Indemnity calculations agreed on a without prejudice basis
• Settlement process agreed on the first meeting or
• The customer advised what else is required to forward the claim
• Quotations obtained for repairs and replacements as required
• Declined claims quantified and a full report sent to your claims department for any consideration of exgratia or commercial payments
• Once costs are known or the basis of settlement agreed the claim will be handed back to your own claims people for final settlement, acceptance of quotations and payment of accounts.