Customer Service Charter

We really do ensure customer satisfaction.

Our commitment to our customers is one of the core tenets of our business. To ensure customer satisfaction when dealing with all of our staff, we’ve developed a simple, no fuss charter.

  1. INSUREPAIR will contact the client within 30 minutes of receipt of the instruction.
  2. For all emergency claims, INSUREPAIR will visit the policy holder within 3 hours of our initial contact.
  3. For non-emergency claims, INSUREPAIR will visit the policy holder within 48 hours of our initial contact, or at another time convenient to the customer.
  4. INSUREPAIR representatives will be well presented, courteous and act in a professional manner at all times.
  5. INSUREPAIR will project manage the incident to re-establish a pre-incident state, if feasible, as soon as possible.
  6. INSUREPAIR will advise the policy holder on action we propose to take and keep updated on our progress. A written damage report will be issued to the policy holder, if requested.
  7. Our written report and estimated costs will be despatched within 48 hours of our initial visit.
  8. INSUREPAIR will notify any changes from our initial report should they arise and produce interim reports every 28 days where the restoration work required is more prolonged.
  9. INSUREPAIR will deal with any complaint quickly and effectively through the Company’s complaints procedure.
  10. INSUREPAIR will ensure the development of business relationships is carried out in a positive and professional manner.