We support customers in their moment of need, on behalf of clients who trust us to represent their brands.
Three principles shape how we approach that responsibility: Trust, Care and Respect.
These principles shape how property claims are managed, communicated and delivered from first notification through to repair and reinstatement.
Trust
Earned through consistency
When a client partners with us, they’re placing their reputation in our hands. That’s not something we take lightly.
Consistency means everything, in how we manage claims, how we train our people and how we maintain standards. It allows us to deliver at scale, including during periods of peak demand, across a national supplier network and multiple clients.
Delivered consistently across our national contractor network.
Strong governance and clear accountability mean every instruction gets the same level of care, whether it’s a routine day or the middle of a major surge.
The standards we set at the start of a claim need to carry through to completion. That comes from consistent delivery and clear accountability, especially when demand increases or pressure builds.
Care
More than just a fast response
When a customer’s boiler fails or their home is damaged, how we respond matters. But care goes beyond response times.
It starts with our people, their training, their experience and their ability to understand what a customer is dealing with when they pick up the phone, whether that’s loss of heating, water damage or an urgent property repair.
Intelligent triage, connected platforms and real-time visibility allow our teams to move quickly and make good decisions. But it’s the people who shape how the experience feels, and ultimately how customers remember the claim.
That focus on experience is reflected in our average NPS of 58, well above industry averages.
From first notification to on-site resolution, we aim to ensure every customer receives the right level of support at every stage.
Respect
In every interaction, at every level
Respect is reflected in how we communicate, how we follow through and how we work with clients, colleagues and our supplier network.
It means clear communication, taking accountability seriously and holding a consistent standard, even during periods of high demand and severe weather.
It extends to our supplier relationships too. When everyone in the chain is working to the same standard, the quality of service stays consistent even when demand spikes.
It’s reflected in how we carry responsibility, every day.
A single, joined up approach
Trust, Care and Respect shape how we handle customer interactions at difficult moments, protect our clients’ reputations, work with our network and stay accountable across every claim.
