Communication: – Home and Dryservice is not only a fast emergency response but equally an integrated partnership of co-operation with all parties involved. Communication with the right person at the right time is fundamental to maintaining confidence throughout the process and our awareness of needs blended with automated alert systems help us succeed. We aim to integrate several parts of a multi-product claim by training our staff to front end as much of the process as possible for the benefit of all whilst minimising disruption but maintaining transparency.
Standards: – As expected, Home and Dry commit to achieving minimum levels of response to all calls, correspondence, emails and emergencies, fulfilling service level agreements which are supported by our production of real-time management information. We aim for pro-active communication without causing unnecessary administrative burdens. The ability for online case file viewing can put the needs back into the hands of those who seek assurances of case life cycle control, but at their pace.
Complaints: – We fully understand the necessity to implement the regulatory requirements surrounding complaints. If things do go wrong we need to put them right first time. Our Complaints Charter recognises any expression of dissatisfaction and the need to treat the customer fairly. Full visibility of the process is always available.
Systems: – Home and Dry’s unique operating systems deliver day-to-day commitment to our partners with regular audits by supervisors and Directors. We constantly look to business re-engineering to enhance our performance and service delivery for the benefit of policyholder and insurer alike. We ensure we maximise the potential of all available IT solutions provided they deliver true cost effective benefits.
MI: – We appraise ourselves on our (and if required others’) performance in numerous categories of the claim process. These tools are paramount in forecasting and achieving the results to maintain our success and are available through an on-line login. We seek to minimise the use of paper in our case handling, meeting today’s environmental needs.
Health and Safety: – It is critical that we provide working conditions that are safe and healthy for all employees and all others under our control. The company’s operations are carried out so that, so far as is reasonably practicable, the Health, Safety or Conditions of any person or property will be protected. Risk assessment and method statements are key components of our site assessments. Our staff follow training courses and developmental programs to ensure all achieve their potential.