Your rights are protected as a consumer of an insurance product. You are legally entitled to seek your own professional assistance in such related matters, as do your insurers. Note, that they are also legally obliged to inform you of same. This safeguard is to facilitate a more fairer and balanced position in the claims process. In essence, you are protected from us and all others about you under the Consumer Protection Code, in all matters under insurance contracts. First Contact (your enquiry) [There is no fee for this engagement] As a regulated entity, we must await you to initiate first contact with us. When you do, you do so under your own terms and with no obligations on your part. We are not permitted to, nor do we, initiate any unsolicited direct contact. We provide a 24/7 monitored support line where a professional will be made available to you to address your concerns, and advise. Site Survey (if required, with your permission) [There is no fee for this engagement] We may offer you a free onsite survey to facilitate a more ‘site specific’ consultation,. This is only offered if deemed necessary resulting from your first contact consultation, and only if you desire this further service. The purpose of this inspection is to determine if the concerning issue is of a pursuable insurance matter. That is, that cover exists, and that the extent of damages and related costs are worthwhile to precede in consideration of any related excesses, and of any ‘no claims discounts’ enjoyed, and to include any legitimate deductions, such as any due to possible underinsurance etc.. On this occasion, we will offer to assess and advise whether your sums insured are adequate for the cover you require. It is normally at this stage that you may decide to engage us to proceed with the presentation of any claim on your behalf. It is important to note that there is no obligation for you to do so. If you do wish to proceed with us, it is at this stage that client mandates and contracts etc. are completed. If your claim is not already notified, we will do so, and take all matters in hand, from there on to conclusion, for our negotiated agreed fee.

Site Inspection [Services from this point forward are included in our agreed contract fee] This particular and critical site visit is on another occasion, which may be of one or more if necessary, where we return with your insurers representatives to present a thorough account of claim damages and to agree the related scope of repairs required. This could also incorporate, and to account for further related damages discovered later, in excess to any claim. Report preparation/submission We will compile all related material in support of our claim submitted on your behalf. In support of same, we may require/request your assistance in obtaining varied support documentation, ie specialist reports, receipts, photos etc.. All related claim processing will be dealt with through our administrative operations. You will be kept fully informed and updated throughout, which will be triggered when there is any new activity recorded on your file. Please note that this does not preclude you from seeking your own periodic update from us. Awaiting offer / Offer received/reviewed/remarked It is fair to say that it is very likely that any first offer will be unsatisfactory, in so far as that it would be very likely to be inadequate to accommodate full recovery. Therefore, this process is usually unnecessarily protracted with lengthily further engagements with your insurers representatives to obtain a fair settlement. This process should result in obtaining what will be necessary for a satisfactory recovery. You will be kept updated throughout this tedious and testing process. Settlement & payment We will only advise; it is you who instructs to settle. Settlements will show any/all deductions applied. They can also be subject to conditions, e.g. stage payments and timelines etc..

All payments will be made direct to you the insured, and may also include any other interested party (mortgage lender). We are paid by you as agreed, which is not facilitated in any settlement with your insurers; accept within third party claims. Our fees fall due upon your receipt of claim payments. If the claim does not succeed, there is no fee due. Retensions (usually applicable) Retention is the withholding of any part of settlement sums. These are fashionably applied under reinstatement settlements, which means that settlement is on the basis that repairs must be conducted and concluded. These sums withheld are usually released conditionally, so as to satisfy insurers that full repairs have been completed in full, by re-inspection, and also that the full related settlement amount has been proven to have been incurred, by receipted invoice. We will also assist and manage your claim through this final phase, to conclusion.

Alpha Claims Consultants Ltd. Copyright 2017