Restoration and reinstatement claim: Vulnerable domestic client during lockdown

BELFOR End-to-End Solution is aiming to achieve multiple objectives. One point of contact for the whole project management process for both the policy holder and our client. A second important benefit is reduced life cycle as there are no delays due to handover / handoffs between and communication is simplified as all is handled in the same place. Our clients do not face contractor fees uplift as all is done with in-house services. Finally, the end-to-end solution gives clear accountability.

BELFOR End-to-End solution: From restoration…

This was a complex claim during the COVID lockdown, the customer was in her late 80’s, so it was imperative that we tried to keep her in her home feeling safe during the pandemic with minimal disruption.

The leak was from a washing machine and we assessed it had been ongoing for years. This had caused significant damage to the insulated floor throughout the property. The exclusive apartment was situated on the 6th floor facing on to a marina.

The technician assessed that the most cost-effective solution that allowed the policyholder to stay in her home was injection drying. The drying program had a duration of 10 days, during which the BELFOR team planned the reinstatement works to ensure there was no delay when the property was certified dry.

…to reinstatement

The project manager discussed reinstatement choices with the customer, whilst the works were ongoing, to ensure that there were no delays. BELFOR ensured she could remain in her home, where she felt most comfortable. We installed a small temporary kitchen in the spare bedroom to allow the customer to remain in her home.

The works were planned for 10 days, we attended day 1 with additional labour to support with the materials delivery into the property, due to it being located on the 6th floor with no lift access.

Day 2 we started with the works, prepping the floor surface to be ready for the new floor install, this took 3 days. Day 5 to 10, we proceeded with laying the floors and redecoration, the BELFOR team worked over the weekend to ensure we wasted no time we had available to get this customer back to normal as soon as possible.

Customer comments

“Dear Paul – Thankyou so much to you for rescuing me from a slough of muddle and mess. BELFOR have done a brilliant job, and I am delighted with the results. It turned out to be a much bigger job than I expected with four or five men working at a time. They have been here for just over 3 weeks and were most impressive, always happy in their work, and proud to do a good job. They even cleaned the windows at the end to remove the dust. Several neighbours have been to inspect the results, with general approbation. I realise I am burbling but I really am delighted!”

Loss adjuster comment

“Please see feedback from the home owner of the affected flat below. She is a lady in her 80’s as you might recall from our conversation on 6 August. The process has been seamless I have to say ! They dried the apartment and then got on with the new floor works and decorating etc. Thereafter, great service.”

Benefits

• One single point of contact for the customer and all stakeholders throughout
• A complex claim that was completed from instruction to completion within 21 days, whilst keeping the vulnerable customer in their home
• No fee layering or subcontractor fees – estimated saving £2000
• No alternative accommodation – estimated saving £1,500
• Utilisation of innovation which meant that a temporary kitchen could be installed
• Technicial expertise that resulted in the kitchen not having to be removed – estimated savings £1,200