Next steps…
Your insurance/management company should have explained the claim process to you when you raised the home emergency claim with them, however we would like to kindly remind you of the next steps process we, as a third-party contractor, are asked to follow:
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1
We attend and diagnose the issues you have reported regarding your boiler or cylinder and if we can fix it without parts we will. We will always endeavour to carry out a first time fix if possible.
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2
If any parts/fittings are required, the engineers job sheet will be sent back to our office, and they will contact our wholesalers to arrange a quote for the parts/fittings that the engineer has stated as required on their job sheet
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3
Once we receive the quote from our wholesalers (normally within 24 hours of requesting) this is forwarded to your insurance company/management company.
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4
Once they receive our quote, they will then process and advise us to either proceed with the repairs or close the job down if authority is not granted. Authorisation can take up to 48 hours, depending how busy your insurance/management company are. If you have not heard from your insurance/management company after this time we kindly ask you to contact your insurance/management company and not ourselves as we have no control or influence over authorisation of parts. If there is any excess to pay the insurance company/management company will contact, you to arrange payment.
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5
If authorisation to proceed with further works is granted, we will be notified by your insurance/management company and we will order your parts and call you to arrange attendance to fit them. Availability of parts is usually next day; however, this can vary depending upon your boiler/cylinder model and availability of parts from the manufacturer. Please note availability of some parts may take up to 5-7 working days.
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We have been instructed by your insurance/management company to attend as a third-party contractor. We kindly ask that all queries regarding the process of your claim is directed to your insurance/management company.
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