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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