At Park Home Assist, we understand that the true test of any insurance policies quality is when you need to make a claim. Our policies are designed to give you the best cover at a competitive price but they are also there to ensure if something goes wrong, your completely covered. We pride ourselves on the service you receive when speaking to any of our team, whether you are a new customer or you have been with us for many years and our award-winning claims service is a true reflection of our outstanding commitment to you and how important each customer is to us.

Having to deal with a claim can be quite distressing, so when you contact us, we do everything we can to resolve any claims or disputes in a professional and timely manner. Our two dedicated claims coordinators, Valerie Kearney and Tina Brown always go the extra mile to make sure you are completely satisfied with the service you receive. We get regular feedback regarding our claims service and each review is a true reflection of what you can expect when you contact us.

Claim regarding a cracked toilet cistern

A customer contacted us regarding a cracked toilet cistern which had leaked all over the bathroom floor, damaging her flooring and ruining the carpets in her bathroom and hallway.  As soon as the leak was discovered, the customer quickly turned off her main water supply at the stop cock, emptied her toilet system and mopped up the excess water in both the bathroom and hallway. The quick actions of the customer probably saved even more damage to her flooring and more importantly stopped the damage from spreading. When the loss adjuster visited the property, he first assumed that all the flooring would need to be replaced, however due to the customers quick actions, this substantially reduced the amount of damage to the flooring in the bathroom with only a small portion needing replacing. The toilet cistern was also replaced with new carpets in the bathroom and the hallway.

When things like this happen, we make weekly calls to the customer to ensure everything is progressing as it should and on this occasion the customer was delighted with this action.

As soon as we got the final invoice for the work that had been completed everything was paid promptly and the customer was absolutely delighted which is highlighted on the comments below:

“My heartfelt thanks to you for your very efficient and helpful manner in dealing with my recent insurance claim, minimising the stress of the situation. I would like to thank all of the team for their weekly supportive phone calls, the ladies are all so charmingly personable.  Together you are a winning team.  Wishing you all of the continued success in the future.”

Accidental Damage of a TV

A policyholder’s wife, who has dementia, accidentally knocked over a TV whilst moving around in the home.  This took place on a Saturday, and needing a TV straight away, the policyholder went straight out and purchased a new TV.  On the Monday morning the policyholder called to advise us of the claim. We requested receipts and photos from the policyholder of the TV, it was clear from the photos that the TV was beyond economical repair as the screen was cracked and damaged. As the policyholder had not only the receipt for the new TV but also his original receipt for the damaged TV, once these where received the claim was settled immediately, with the money in the policyholders account on the Thursday of the same week the claim was reported, only 4 days from start to finish.

The policyholder was delighted with not only the service but the speed of the claim and commented,

“Superb, Superb, outstanding, thanks you very much. Your customer services is outstanding.”

Claim raised after completed works.

A claim was raised after works had already been completed. The policyholder was relocating the bathroom within the home.  During the renovations the contractor noticed that there was a water leak in the bathroom.  It was coming from the shower seal which looked like it had been leaking for some time.  As the contractors had already started work on the relocation of the bathroom, whilst this was all being done the repairs were completed at the same time.  The policyholder was able to provide photos of the damage and a report from the contractor who carried out the work along with an invoice for the completed work, including a breakdown of the additional costs involved in repairing the damage caused by the leak  The claim came in on the 11th June 2019, with the policyholder providing all the relevant documents 17 days later. The additional costs where quickly approved and the payment was sent the same day to the policyholder who made the following comment:

“Quite honestly the way I’ve been treated over this unfortunate claim couldn’t have been dealt with any better with the lady associate that has dealt with it so I think you’re doing an excellent job I really do thank you. “

Our award-winning claims service demonstrates our commitment to delivering an outstanding service to each and every customer, all of the time.

For a park home insurance quote, call our Northampton office and speak to one of our insurance advisers on freephone 0800 988 0900.

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