Virtus – fantastic property validation experience
Customers at the heart of the claim
When we launched Virtus Validations, we were clear about the type of property validation service we wanted to provide. Not only did we want to provide accurate validations and fair settlements but we also wanted to put the customer at the heart of the claims process:
- on-site fairly valued cash settlements;
- information and advice on the repairs process following a cash settlement or repudiation, including details of local, reputable TrustMark contractors;
- seamless referrals to appropriate contractor repair networks;
- contractor management services including joint visits and audits.
We have been trading for over 9 months now and we are delivering on our promises, with help from our bespoke, cutting edge technologies.
So we thought we would bring you details on our latest example of great customer service. This one involves a vulnerable elderly lady and her family who needed help and support during a property validation and survey.
Everybody needs good neighbours
The claim was referred to us as a storm claim in September 2017. We were told that the neighbour would be on site to arrange access for the property validation and survey and that the customer’s daughter was dealing with the claim.
We confirmed the neighbour’s details with the customer’s daughter and agreed that our surveyor would call the neighbours when he was en-route so they could meet him at the property.
Our surveyor carried out the property validation and informed us and the customer’s daughter that the problem was a leaking tank in the loft, so it was an escape of water claim rather than a storm damage claim.
Using our mobile surveying and validation app, Scoper, our surveyor was able to deliver his findings and report from site straight after the survey. His detailed report was automatically uploaded to our claims management system, Reflex 360, along with video evidence.
The report clearly identified the customer as vulnerable and included photographs of the damage and damp readings as well as a fully scoped and priced schedule of works.
The property validation report was available for us to review immediately.
Communication and support
The surveyor informed us that he had updated the customer’s daughter with his findings. He took time to talk to the customer’s daughter to understand the family’s needs in relation to this claim.
The customer’s daughter explained that she didn’t live locally to her mother’s house and so did not know anyone in the area who could do the repairs. She also explained that her mother was due to go into a home.
As all of the options had been clearly explained to the customer’s daughter she was able to make an informed decision and requested a contractor repair network solution. We informed the client and they agreed that we should assign the claim to their own preferred contractor network.
The customer’s daughter was so thrilled with our property validation service that she told us she would be switching her own insurance policy to our insurance client.
She said “the whole experience was fantastic”.
Technology and support in action
Our efficient, state of the art technology, combined with well-trained and caring staff and surveyors, meant that we were able to provide a service that put the customer at the heart of the claim.
Our mobile surveying app, Scoper, enabled our surveyor to produce an immediate, fully-scoped report on site highlighting all of the issues specific to this claim.
As this report automatically uploaded into Reflex 360, it was available for us to review almost immediately. The client and the customer were also able to access the claim details via the online portal, so could follow the progress of the claim in real time.
But the key to a great service is giving the surveyor time to understand the customer needs at the time of the survey. Efficient technologies allowed him time to consider and report on the vulnerability of the customer and her specific needs.
As the detailed surveyor report already had all the information the insurer’s contractor network needed, including the vulnerability of the customer and the need to deal with the daughter, we were able to quickly forward this to our client’s preferred contractor network.
So if you want your customers to have a “fantastic experience” as well, please get in touch.