Q. What happens after my claim to the Insurance Company?
A. Your insurance company contacts us to arrange a survey to be carried out on their behalf. After the survey is carried out (usually within 48 hours), a report, detailing all necessary property repairs to restore to pre-damaged condition is then forwarded to your insurance company. Sometimes we will have to liaise with your insurers and ask some further questions. Your claim will then be planned out and a start date letter sent.
Q. When will I next hear from your Company?
A. We will not contact you until we hear from your Insurance Company that we are to go ahead with the work. In the meantime, feel free to call us on 0800 731 9121, but please note that we are unable to book repairs until we receive authorisation from them.
Q. How long does it take for the Insurance Company to authorise repairs?
A. Normally this takes 7-10 days, but it could take longer if there has been bad weather. When we receive authorisation from your insurance company, we will then send you a letter confirming the date we expect your property repairs to start. This may be spread over a period of time, if there are several aspects to your property repairs, i.e. we cannot start decorating until plastering is dry. We try to arrange repairs so as to cause as little inconvenience as possible.
Q. How do I pay the Excess Fee charged by my insurance company?
A. The excess fee is payable before any works will commence. You can pay by Switch or Credit card by telephoning this office on 0800 731 9121 or send a cheque made payable to Allkare.
Q. Will my Insurance Company pay for “betterment”?
A. Your insurance company will only pay to restore your property to pre-damage condition, however if you wish to pay for betterment, we can arrange this.
Q. When should I start looking for materials i.e. wallpaper, etc.?
A. We need to have from you a list of the required materials at least 10 days prior to starting the repairs. The following information is required: Our surveyor will have left you a materials sheet which we will require at least 10 working days before the property repairs begin
Place for material, i.e. B & Q
Type of materials, i.e., embossed paper, bar code, and colour.
Unfortunately, if we do not have this information from you 10 days before, we will have to change your start date.
Q. Where should I look for my materials?
A. We have accounts at B&Q. If you wish to choose your materials from a different store, you will need to purchase and collect the materials and send us the receipt for reimbursement after 30 days. Please ask the store for a VAT receipt. We advise that you keep a copy of all paperwork relating to your claim, including any receipts.
Q. How do I fill in the materials sheet?
A If you refer to the materials sheet, you will see an example on the top line. Pick the materials from B&Q ensuring you get the barcode reference. The barcode has to be accurate as this is the number we use when ordering the materials. We will work out the amounts you will need.
Q. Complaint Procedure
A. If there is anything at all that you are not satisfied with, please call us on 0800 731 9121 and we will do all we can to ensure that your repairs are completed to your satisfaction.