Park Home Assist Insurance Service recently sponsored the Westwood and Glendene Parks fundraising event, which took place in October.   Westwood and Glendene Park is located in a quiet rural village on the edge of the New Forest National Park offering an ideal location for residential park home owners. We were approached by the park to see if we would like to get involved in their fundraising and we were extremely proud to be sponsoring this fundraising event which was to raise money for a defibrillator.

 

 

Westwood and Glendene Parks arranged a fun afternoon with great entertainment, a raffle and other great fun things to do that day, which were enjoyed by all.  Attendees and park home owners at Westwood and Glendene park received one of Park Home Assist’s re-usable cotton bags, pens, notebooks and information about our tailored insurance policies for park home owners.  We also donated a large Marks and Spencer hamper for the winner of the raffle prize.

 

  

 

The event was huge success and we are delighted to report that the park raised £1,500 for the defibrillator, which has now been ordered and will be installed on the park next month.

We are always keen to hear about events that are going on in your park and other great causes like this, so if your park is fundraising for a great cause, why not get in touch.

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Dealing with a claim on your property can be a distressing time for you.  Here at Park Home Assist we design policies that give you comprehensive cover at a competitive price. This is to ensure when you do make a claim you are completely covered.  Our award-winning claims service, voted for by the insurance industry, is a true reflection of the service you will receive when you deal with our claims team.  We have our own claims coordinators who manage your claim in the background probably without you even noticing, to make sure the claim is progressing efficiently.

The Claim – Escape of Water

We were recently contacted by the son of a customer insured with us, reporting a claim for damage caused by an escape of water from his parents’ boiler. This was reported late one afternoon in June 2019, when he had discovered, during a visit, water damage to the chipboard flooring surrounding the central heating boiler in the kitchen area of the park home.  He called in a local plumber immediately to isolate the water supply and drain down the system in order to reduce the possibility of any further damage.  Although he acted quickly, the damage was extensive as it appeared that the leak had been undetected for a considerable time prior to discovery.

We were informed by the son that both his parents were in their 80’s, with one parent needing specialist care, with the addition of mobility issues, this is why he chose to contact us regarding the claim on their behalf. Following a conversation with the policyholder’s son, and wanting to minimise as much as we could the upset this was obviously causing, our coordinator immediately contacted the claims company to ensure that a loss adjuster was instructed, who visited the very next day and confirmed the loss and damage was due to the escape of water.

Extent of the Damage

During the loss adjusters visit, damage was discovered to the laminate flooring in the kitchen, open plan living/dining room and the main hallway area also sustained a lot of water damage. The chipboard sub flooring was also compromised due to the water and to replace this area, the kitchen units would need to be temporarily removed and then reinstated, meaning the property would need to be vacated while the repairs took place.

Due to the vulnerability of the policyholders, specialist accommodation would be required.  Once the right accommodation was found for the policyholders which was suitable for their needs, all large items of furniture needed to be removed from the property and placed into storage to allow the work to begin.

During the repairs the contractors discovered asbestos was present in the home, so an additional specialist contractor was contacted to ensure the asbestos was handled correctly and removed in a safe and proper manner.

Due to the complexity of the claim, this involved several companies and departments, all of whom needed to work together to ensure as quick a resolve as possible for the customers, this involved claims handlers, storage company, loss adjuster, contractors, asbestos contractors, removal company and in the background claims coordinators ensuring everything progressed as it should.

Conclusion

The customers were back in their home within 6 weeks from the start of the claim, with all of the extensive works completed and their furniture and belongings back in place.

Throughout the process of the claim not once did the policyholders children have to contact us for an update, as they were kept informed throughout the entire claim.

We do everything we can to minimise the inconvenience and we are really proud of the service we provide to every customer, whether renewing your insurance, contacting us for the first time or making a claim.

If you would like to contact us for a park home insurance quote, please call our Northampton office and speak to one of our specialist advisors on 01604 946 796.

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Earlier this year Park Home Assist Insurance Services attended The World of Park & Leisure Homes Show at Stoneleigh. The Stoneleigh show is a 3-day event for the public, where they can benefit from free entry, free car parking, approximately 60 leisure lodges and residential park homes on display, from some of the UK’s leading manufacturers.  The Stoneleigh show provides the benefit of wondering around the very latest design ideas of leisure homes and residential park homes, giving you the opportunity to discover the benefits of the lifestyle.  If you are looking to upgrade or simply refurbish, the Stoneleigh show is a great place to discover this.

As one of the UK’s leading residential park home insurance providers, throughout the 3 days of the Stoneleigh show, the Park Home Assist team met both existing customers and potential new ones and lots of people brought their dogs which was enjoyable for us too.  Our team were there to answer all your questions and explain your insurance options, helping you choose the right cover for your home. Park Home Assist provide one of the most comprehensive residential park home and holiday lodge policies available, exclusively and specifically designed with park home owners in mind.  With more than 25,000 policyholders and over 14 years’ experience insuring both park and leisure homes across the UK, we truly understand park home living.

We’re dedicated to excellent customer service providing you with the very best customer experience.  We provide an award-winning claims service and we have been awarded the Feefo Gold Trusted Service award for the third consecutive year in 2019.  The award is in recognition of the excellent customer service that we provide to our policyholders and this is a true reflection of our commitment to outstanding customer service.

We were giving away goodie bags and a number of nice treats such as notebooks and pens and everyone who visited us at the stand had the opportunity to enter into our free prize draw where we were giving away to one lucky winner, one years’ free insurance for their park or leisure home.

The draw took place last month and we are delighted to announce that the lucky winners of the prize draw this year are…

Mr & Mrs Edwards from West Sussex.

Congratulations!!

 

Mr & Mrs Edwards are an adorable couple who couldn’t believe their luck when we contacted them with the news.  They said they never win anything and were absolutely delighted to win a years free insurance for their park home.

We would like to thank everyone who came to the stand and had a chat with us and we look forward to doing it all again next year.  For those of you who asked to be contacted when your insurance is due for renewal, we will be in touch closer to your renewal date.

For a park home insurance quote, call our Northampton office and speak to one of our insurance advisers on 01604 946 796.

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Making a claim can be a distressing time for you, so Park Home Assist Insurance design policies that give you the best cover at competitive premiums.  We understand the true test of a policy is when you need to make a claim and this is why we do our very best to resolve any claims as quickly and efficiently as possible.    We have an award-winning claims service which was voted for by the insurance industry and this really is a true testament to the service our claims team provides.

Here at Park Home Assist we have our own claims coordinators Tina and Valerie who make sure your claim is managed throughout and progresses in a timely and efficient manner.  When we get feedback from customers about how the claim has been handled, we are delighted as it confirms that we really do have an award-winning claims service.

We were recently notified on 11th July 2019 of an incident involving hot wax on a carpet and the whole claim only took 9 days from start to finish, with the payment released to the customer on 18th July 2019.

The Claim

The claim was for accidental damage caused by a lit candle being knocked over and damaging the carpet.

How did the claim occur?

The customer had been burning a fragranced candle which was sitting on her fireplace hearth next to a vase of flowers.  Whilst trying to remove the flowers from the vase, the customer accidentally hit the candle which subsequently fell over, not only spilling hot wax, but also burning and damaging the carpet.

What happened next?

The customer arranged to have two quotes from two separate companies.  The damage was right in front of the fireplace so the whole carpet in the lounge would need replacing.  The customer sent in images of the damage to the carpet, providing evidence which is needed for most claims and the quotes from the companies, all received on 18th July 2019.  Once the quotes and photos had been received and all verified, the payment was processed and sent to the customer and in their account on the same day.  The customer was also in the process of choosing their carpet on that day too, so the timing couldn’t have been better.

Park Home Assist made a courtesy call to the customer to make sure they were happy with the whole process and how the claim had been handled.  The customer confirmed everything went very smoothly and left the following comment:

“With reference to the above insurance claim regarding replacement for our living room carpet which suffered burns from a knocked-over candle, I would just like to say how delighted I am with your service.

I initially telephoned you on the 12th July explaining what had happened and you asked me to send in photographs and estimates.  I did this, and on the 18th July, I received a phone call telling me that the claims had been settled and the money would be sent to my bank account.

I am totally delighted at the way in which my claim has been dealt with, the staff were all very helpful, courteous and efficient and I am very impressed.  It is rare nowadays to receive such a good service.

The carpet company are able to fit the carpet on the 31st July, so the whole matter has been dealt with really quickly.

Again, may I thank Park Home Assist on behalf of myself and my partner.”

We do all we can to minimise the inconvenience to you and the time needed to put everything right and this is evident with this claim. We are really proud of the way we deal with claims and our award-winning claims service really does speak for itself, demonstrating our commitment to 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 01604 946 796.

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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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