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At Park Home Assist we’re not just here to sell you an insurance policy, we understand that the purpose of your park home insurance is to help you out when something goes wrong.  We are a family run business and the way in which we manage and settle your claim is one of the most important elements of what we do. We pride ourselves on our award-winning claims service because the way we deal with your claim is an opportunity to show you how good we really are and how important each customer is to us.  Also, a true test of a policy’s quality is when you need it most – when you need to make a claim.

Resolving your Claim as Quickly as Possible

Although you probably hope that you will never need to make a claim, your park home insurance is there in case you do. Experiencing a loss and having to deal with a claim can be quite distressing, so we do everything we can to resolve any claims or disputes in a timely and professional way. We try to minimise the inconvenience to you, so when things do go wrong, however big or small, our priority is to resolve your claim as quickly as possible.

At Park Home Assist, we have two dedicated Claims Co-ordinators, Tina Brown and Valerie Kearney, who ensure that your claim is managed throughout and progresses as efficiently as possible. This includes helping you to compile the information and evidence needed for the claim, liaising with loss adjusters and contractors, and keeping you informed.  Tina and Valerie will always go the extra mile to ensure that our customers are satisfied with our service.  This is evident in the feedback we receive from customers who have had to make a claim.  Below are just a few short examples of recent claims made by our customers along with their feedback.

Park Home Insurance Claim due to a Leak in the Roof

A policy holder returned from a three-week holiday to discover a leak in their roof.  Water had leaked through into their lounge area, causing damage not only to the ceiling, walls and floors, but also their carpets and curtains.  Whilst the leak in the roof was not covered, the policy holder had a contractor out to repair the roof straight away.  Because the policy holder had taken out the Accidental Damage cover on their property, the internal damage was covered by their park home insurance.  The contents of the home were removed to safe storage, the policy holder stayed in alternative accommodation while a contractor visited the home and repaired all the damage.  Everything was returned with no issues and we received the following feedback.

“We wish to say a big thank you to everyone involved with the situation.  The work done and the service that everyone gave was brilliant.  Thank you to all.”

Park Home Insurance Claim due to Escape of Water

The policyholder experienced escape of water in the shower room of their park home, causing damage to the floor and walls. Water also leaked out into the hallway causing a lot of additional damage.  All the repair and refurbishment work was completed for the policyholder and he scored the service 10 out of 10. He also confirmed he would recommend Park Home Assist to friends and family.  He stated:

“There is nothing you could have done to make the service any better as it was very efficient right from the moment I made the phone call about the problem.  The loss adjuster came out, the payment was made, the job was done, you were absolutely brilliant.  There is nothing you could do to improve the service as it was all very good.”

Park Home Insurance Claim due to a Burst Pipe

A pipe burst at 5.30 in the morning, causing water to gush everywhere.  The loss adjuster visited the next day and discovered extensive damage to the flooring throughout the home.  We appointed contractors immediately and instructed them to start repairs.  We arranged alternative accommodation at a local hotel, so the policyholder could be comfortable during the eight days it took to repair the home.  The policy holders stated:

“They acted very quickly and made sure everything that had to be done, was done, and I thank everyone sincerely.”

Customer service is at the heart of what we do.  It’s important to our customers, and to us, especially when you need to make a claim. Our award-winning claims service demonstrates our commitment to delivering excellent service when you need us most.

For further information see details on how to make a park home insurance claim.

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park home assist news

As we approach the winter, the risk of damage to your park home from frost and ice increases. It is therefore very important to be aware of any conditions of your park home insurance policy, especially if you are spending less time at your park home.

If your park home is unoccupied for more than 48 hours during the period between 1st November and 31st March (both days inclusive) to reduce the risk from escape of water, and in order to fulfil policy conditions, we recommend that you drain down the entire water system as a precaution to prevent freezing and any potential damage this may cause.

How to drain the hot and cold water system of a combi boiler

  • Turn off and/or extinguish your water heater/boiler
  • Turn off the mains water supply at the entrance to your park home
  • Run all the taps in the property and flush all toilets until water stops coming out
  • If you have a hot water cylinder, empty it by opening the drain-cock at its base, attach a hosepipe to the drain-cock and run the water into a drain or bucket
  • Empty the rising main, and any low pipework if applicable, by opening their drain-cocks
  • When all water tanks are empty, leave both hot and cold taps fully open with plugs removed throughout your park home
  • Put salt into the toilet pans to prevent water in the trap from freezing 

If your park home has a sealed heating system containing antifreeze, then the heating system does not need to be drained down, but antifreeze levels must be checked annually and particularly prior to a period of unoccupancy. However, you will still need to turn off the water supply and drain the water system. 

When can the water supply remain on?

Alternatively, you may leave the water supply turned on under the following circumstances:

  • When the entire home benefits from a heating system (either gas or oil-fired central heating, a geothermal or full electric system – not night storage heaters), which is fitted with automatic controls and a separate thermostat. The system must be set to operate continuously for 24 hours of each day (not controlled by a timing device) and the thermostat set to not less than 13 degrees Celsius. In addition, all internal doors must remain open throughout the park home and where fitted, the loft hatch must be left open.
  • When your park home has either a gas or oil-fired central heating system, a geothermal or full electric system and it is fitted with a ‘frost stat’ that is designed and installed to override all the heating controls, irrespective of their functional status, then this must be set to operate at no less than 4 degrees Celsius.

Other things to consider

If you leave your park home without an occupant for 60 consecutive days or more, then you must ensure that a responsible person is appointed to supervise and check the property both internally and externally at least once every 30 days.

In addition, when the park home is left without an occupant for 60 consecutive days then valuables are excluded from your park home insurance cover.

If you have any queries about the conditions of your park home insurance policy, then visit our park home insurance FAQs page, see our park home insurance policy booklet or call our customer service team on 01604 946 722.

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