How are we able to service all of our customers and maintain a customer satisfaction rating of over 97%?
Simple…our outstanding contractor network. We are very proud of our contractors and enjoy the partnership that has developed over the years. Our turnover in the markets we currently serve is zero. We are very selective when choosing our contractors and in turn, we have found the contractors that ultimately join our network are some of the most respected in their field.
Why do contractors decide to join our network?
We provide a steady stream of jobs with prompt payments which allows our contractors to focus on actual repairs. Our dedicated claims analysts are available to support you 24 hours a day, seven days a week so you’ll never be left guessing or wasting time.
What is our actual claims process?
Over the years, we have been able to refine our process to handle the numerous repair requests received each day. We have found that customers, contractors and analysts alike all agree that our process is fairly painless:
- The customer in need of a repair contacts us directly and is assigned to a dedicated claims analyst.
- The claims analyst will dispatch the job and describe the circumstances of the repair.
- Upon acceptance of the job, our analyst will fax a two page document which provides a pre-approved dollar threshold for the repair and a work order. If the repair cost falls within the pre-approved dollar threshold, no further communication is required. Less than 2 out of every 10 claims will require a phone call to the analyst.
- We expect our contractors to call the customer within one hour of accepting the job to schedule the repair appointment and to start the repair within 24 hours or less.
- Upon completion of the job we require the contractor to fax back the work order to us.
- We allow up to 60 days to submit the actual invoice for the work performed.
- We commit to pay the invoice within 30 days of invoice receipt.