Property insurance repairs in a crisis: how to avoid delays
If you’re a broker helping customers to process claims for property damage, there’s a strong chance that Covid 19 has put the brakes on any repair work.
Although insurers are doing everything they can to handle claims quickly, there’s a backlog causing long delays for policyholders whose homes or business premises have suffered damage during the Coronavirus pandemic.
Not only are insurers having to deal with more enquiries, but the crisis has reduced the availability of contractors qualified to carry out specialist insurance repairs. And once they get to site, social distancing measures could increase the time it takes to complete the work.
These challenges have the slowed the process to such an extent that some insurers have told policyholders their contractors won’t be able to carry out repairs until October 2020 - at the earliest.
Hurdles for policyholders
To avoid this delay, many claimants are being advised to source and select their own contractors, but this brings its own challenges. Choosing a general construction contractor rather than a firm that specialises in property insurance repairs, could cause further problems down the line and insurers are unlikely to pay out to correct issues caused by poor workmanship.
Another risk for policyholders is the move towards virtual visits by insurers’ loss adjusters. Although this approach can save time, there are pitfalls to consider. If property damage is viewed remotely, some elements may be missed, especially as most homeowners will be unaware of exactly what to show a loss adjuster. This could lead to repair work not being scoped correctly and low settlement offers being made as a consequence that don’t cover the full cost of all the work required.
Improving the customer experience
These hurdles mean it’s never been more important for brokers to step up their services. A proactive approach could make a huge difference to the customer experience and this is where specialist partners like Sarrani can help.
As a property insurance repairs specialist, we can overcome many of the issues which have been exacerbated by the Coronavirus pandemic. This is because we have:
Direct access to trusted contractors vetted to carry out property insurance repairs, ensuring work is completed without delay and to a high standard;
The resources and expertise to guide loss adjusters on the property owner’s behalf to ensure a thorough and accurate inspection;
Relationships with highly experienced loss assessors, authorised and regulated by the FCA for claims handling, increasing the chance of a fair settlement;
Dedicated project managers who are individually assigned to each project to keep all parties updated as works progress, coordinate contractors, and promptly respond to the policyholder’s questions.
With the pandemic putting the whole insurance sector under the spotlight, customer satisfaction is crucial. Appointing an experienced property insurance repair specialist who can help smooth the claims process and overcome current challenges, could build trust when it’s needed the most resulting in much stronger customer relationships and better outcomes for all those involved.