Claims Service - CCS

Insurance claims

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As a National Network we work with policy holders, insurance companies and loss adjusters to reinstate a property as quickly as possible.

Our local managers represent the interests of the policy holder and provide an end-to-end project management service to return residential and commercial properties back to their pre-loss condition.

Most inbound enquiries are made via phone or email and come into our Contact Centre based in Preston, Lancashire.  They are logged on our bespoke CRM system which, based upon the postcode of the loss address, will automatically allocate the enquiry/lead to the relevant local manager.

Our local managers will contact the customer by phone upon receipt of an enquiry to re-confirm the appointment.

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Concept’s local manager will attend the property, survey the insurance related property damage, and provide a detailed report of their findings.  They will also ask the customer to sign a Letter of Authority to allow them to handle the claim on the customers behalf.  The report will include the reasons for the damage (and claim) and contain a schedule of recommended repairs (schedule of work/detailed quote), including the financial costs, that will be sent to the insurer.

The local manager will then negotiate on behalf of the customer and agree the scope and cost of the reinstatement work with the insurer or their representative (usually a loss adjuster).

Once authorised in writing by the insurance company or loss adjuster the local manager will then organise for the repair works to be undertaken utilising qualified vetted tradesmen to return the property back to its previous pre-loss condition.  Upon completion of the repair works the local manager will return to the property to ‘sign off’ the job and ensure the policyholder is happy with the completed works. 

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