What are the Benefits of using our Claims Management service?
An end-to-end service
A “one-stop” national solution that covers all home improvement market verticals and UK postcodes.
Speed of service
Proactive case management ensures rapid resolution,
on-time repairs and a reduced claims lifecycle.
Cost reduction
Claims validation by independent experts which ensure accurate scoping of repairs, robust cost control and a reduced claims spend.
Full protection
Use of unique Video Capture Technology and workflow systems ensure an evidential approach and the end to end management of claims.
Improve outcomes
Customers receive appropriate outcomes and are treated fairly. All repairs are undertaken by elite contractors with a 2-year work guarantee.
In-depth technical expertise
Complaints and claims handled by a market leading and award-winning Alternative Dispute Resolution team.
Complex claims experience
Major loss, complex claims and fraud management expertise regarding sections 56 and 75 of the Consumer Credit Act.
Our Claims Management solution
A simple fixed claims management and site validation fee, including:
- Claim evaluation and agreement of scope
- Initial onsite inspection coordination and validation
- Unique video capture technology
- Industry-leading and award-winning mediation
- Fully managed works coordination
- Proactive case management
- 2-year works guarantee
- Monthly management information
To find out how we can help, contact us:
What is Claims Management?
We oversee and manage customer claims to triage and then correct, or improve, a home improvement project, including repairs and renewables, that has gone wrong or been left unfinished.
How long does the process take?
QASSS has an average resolution time of 28 days (from receipt of complaint and consumer contract through to organising an inspection and full completion of works).
We have worked with QASSS now for sometime and they have consistently proven themselves to be a highly professional service when liaising with our clients. We would certainly recommend QASSS to any installer / large scale sales organisation who is looking to add a touch of professionalism and finesse to their business.
Special thanks to Tracy, Laura & Alan for all their hard work!
I would just like to say how well Tracey has dealt with our complaint, she has been so helpful, and friendly and has kept us very informed at all times.
She is a real asset to the company.
Having QASSS working alongside our head office team will have a huge impact on the customer services department. Laura and the team have been fantastic in helping with the transition and ensuring they are familiar with our working procedures, protocols and, of course, our products. Welcome to the EEC team.
QASSS have provided an invaluable service to not just ourselves but to our consumers, which has helped to resolve issues very quickly which otherwise could have been long, protracted and incurring unnecessary costs for both parties. Thank you for the continued support you provide us.
We continue to use the QASSS relationship to enhance our customer experience. We are now working with QASSS to handle customer resolutions more seamlessly, using their complaint handling expertise to resolve complaints fairly and quickly and ensure corrective actions are implemented.
On many occasions in the past your service has provided invaluable assistance to resolve even the most difficult complaints by taking a common-sense approach and a determination to establish the facts. Thank you for everything that you do, and long may your service continue.
As a company we have only required mediation a small amount of times since becoming a member and found that they have a very fair, independent approach to this, not siding with either the customer or the company; just direct mediation, without emotion, drawing the line based on facts of the contractual agreement. All in all, it has given our customers the confidence to spend more money and given us as a company more confidence to engage with larger contracts, knowing we have the independent service sitting between both parties.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
The benefit from a business point of view is the impartial focus given by the officer that interacts with both parties, normally we as the supplier have exhausted all avenues to bring the situation to a satisfactory end, the input and advice given can be hard to swallow but is normally fair and reasonable and will be accepted by both parties prior to any outcome being finalised.
The individual managers and DRO’s have an in-depth knowledge of not only consumer law and regulations, but the industries they serve as well. I have always found their involvement thorough, professional and innately fair.
A Trusted Partner
QASSS protects consumers and mitigates risks across the home improvement, renewables and building repair sector. Building on our heritage as a leading consumer protection organisation in the home improvement sector, we are CTSI approved and provide industry-leading expertise and continually work to improve services and standards across the sector.
