FAQ for Insurance Claims
We recognise that navigating an insurance claim can be a challenging experience, often accompanied by many questions.
To assist you, we have compiled a list of frequently asked questions that may help clarify the process and provide some peace of mind.
Frequently Asked Questions for Insurance Claims
Harcross provides reactive, planned and project works across all property sectors. Whatever your sector, we have the accredited services and the trades to suit.
I have an Insurance Claim what is the process
As soon as we receive your details from the Insurance company, we will contact you the same day in order to book an initial visit with one of our surveyors. Following this initial appointment, we will compile a Schedule of works, also known as Scope of Works / Repairs which we will submit to the Insurance company for approval. As soon as the Schedule of works has been approved, we will contact you in order to proceed with the payment of the Policy Excess (if applicable) and ask you for your Personal Choices. After successful receipt of the Policy Excess and your Personal choices, a Project Manager will be allocated to your claim and we will contact you in order to arrange a Pre Start Meeting. Following this, we will arrange a Start Date for the repairs to start
What happens after the first appointment with the surveyor
The initial appointment with the surveyor should last approximately an hour, depending on the extent of the damage at your property. He will assess the damage and take photos of the affected areas.Following this, we will submit our Schedule of Works to the insurance for approval
How long until the schedule of works gets approved
Unfortunately, this matter is beyond our control, as it depends on the Insurance. However, please rest assured that as soon as approval is granted, we will promptly contact you to move forward with your claim. We are actively following up with them to ensure a timely resolution. If the schedule has not been approved within a reasonable timeframe, we strongly recommend reaching out to your Insurance directly.
What happens after the schedule of works gets approved
Once we receive approval for the schedule of works, we will notify you via email or telephone. If a policy excess applies, payment will be required before we can proceed, along with your personal choices. If no policy excess is applicable, we will simply need your personal choices sent via email. Once we have this information, a project manager will be assigned to your claim, and we will schedule a Pre-Start Meeting.
Why do I need to sign the payment mandate
Upon approval of the schedule of works, we may ask you to sign a Payment Mandate. This request is made directly by the insurance company and ensures that payment for the repairs carried out at your property will be made to us by the insurance. Please note, this mandate does not require any payment from you; it is solely for the insurance company’s processing purposes.
Who do I need to pay my policy excess to
The Policy Excess should be paid to Harcross Specialist Contractors Ltd. Payment can be made via phone, secure payment link, or BACS. We accept all major cards, including American Express. Detailed payment instructions, including your specific reference number, will be provided in the email sent to you after the approval of the Schedule of Works. Please ensure that you include your reference number when making the payment
What if I can't pay my policy excess
If you are unable to pay your excess for any reason, please contact your insurance company to inform them. Please note that we are unable to begin any work or leave any equipment at your property until the excess payment has been received, or unless we have received alternative instructions from your insurers
What if I don’t want to proceed with the repairs and use my own contractor
You will need to contact your insurance company and inform them that you wish to proceed with your own contractor and proceed with a Cash Settlement. We strongly recommend doing this before paying the Policy Excess.
What are personal choices and do I have to complete it
Following approval of the Schedule of Works, we will send you an email requesting your Personal Choices. This will include your selections for paint colours and finishes, tiles and flooring, wallpaper; if applicable, and, depending on the specifics of your claim, your bathroom suite preferences. Each item will be accompanied by your personal cost allowance. For all items other than paint, we will require the full name, product code, and website link where the item is to be sourced
Can I choose a different paint such as Farrow & Ball, Dulux Heritage or Little Greene
If you wish to use Farrow & Ball, Heritage or Little Greene paint, the insurance company will require evidence that these were previously used at the property. Once we receive this evidence, we will submit it to the insurance for approval and proceed accordingly. If these paints were not previously used at the property, we can still purchase them; however, you will be required to cover the cost difference, and we will require payment before proceeding
What should I expect at the Pre Start Meeting
Once we have received all the necessary information outlined above, a Project Manager will be assigned to your claim, and we will contact you to schedule a Pre-Start Meeting. This meeting, which typically lasts around an hour (depending on the extent of the damage), will cover the approved Schedule of Works, address any questions you may have, and go over the logistics. During the meeting, we will also discuss the Start Date for the work.
Can you start works at the property if it's still drying
If drying is being carried out by another contractor, we will require a valid drying certificate before commencing any repairs. When drying is managed by our team, we can begin reinstatement works in areas confirmed as dry while the remaining sections continue through the drying process.
How will you know when the property is dry and start the repairs
Your insurance company would have arranged for a drying company to install the necessary equipment prior to our initial visit. We will need the insurance company to contact us once the property is dry and provide the Drying Certificate. If we are responsible for the drying, we will schedule regular monitoring visits to track moisture levels. Once the property is dry, we will issue the Drying Certificate and proceed with the repairs.
If you have installed drying equipment at my property, will I be reimbursed for the electricity used
If we have installed drying equipment, we will track the electricity usage during our visits. This information will be submitted to your insurance company, and you will receive reimbursement for the costs directly from them.
What happens if additional repairs are needed but are not included in the schedule
During the initial visit with the surveyor, if we identify any additional works required that were not outlined by the insurance, we will include them in our schedule of works and await approval. If these additional works are not approved, you will need to contact your insurance directly. Please also note that joinery items, such as skirting, dado rails, picture rails, doors, etc., will not typically be redecorated unless they are included in the schedule of works.
What are my options if I am not satisfied with the approved schedule of works
You will need to contact your insurance company directly to discuss this with them.
What if I want additional private works carried out at the same time
For health and safety reasons, no other contractors should be carrying out repairs at your property while we are carrying out works. If you would like us to handle these additional private repairs, please discuss this with the Project Manager during the Pre-Start Meeting, and they will be able to provide guidance.
What should I do if I notice additional damage after the schedule has been approved
Any additional minor damage in a room already included in the schedule will typically be addressed. However, if there is significant damage or damage affecting additional rooms, you should contact your insurance company as soon as possible.
What is the estimated start date after the approval of the schedule
Once the Policy Excess payment and your personal choices have been successfully received, the Start Date will be thoroughly discussed with the Project Manager during the Pre-Start meeting. We aim to begin as soon as possible to minimise disruption to your daily life, but if you have any specific requirements regarding the Start Date, we will accommodate them accordingly.
What happens if I need to move out for the duration of the works and if storage and removal is required
If this is required, we will inform the insurance company accordingly. Unfortunately, we are unable to assist with alternative accommodation or the storage and removal of your items, and you will need to contact your insurance directly. Please note, we cannot start the repairs until these arrangements have been made with the insurance.
What should I do in preparation for the repairs to start
We will ask you to remove all personal belongings, including fragile or valuable items and electrical goods, from the rooms where we will be working. Pictures should also be taken down (picture hooks will remain in place unless specifically requested for removal). For larger items such as beds and sofas, we will move them to the center of the room, so you won’t need to handle this yourself.
Will measures be taken to protect my floors and furniture while the repairs are carried out
We protect floors with Corex, impact-resistant protection boards, secured with low-tack adhesive tape, and use carpet protectors for carpeted areas. Any heavy furniture left in the work area will be covered with dust sheets and polythene to ensure full protection.
What if my choice of paint, tiles or flooring is more expensive than the approved amount on the schedule of works
We will require the full details of those items, such as the website links and we can still purchase them; however, you will be required to cover the cost difference, and we will require payment before proceeding
Who do I contact if I am not happy with the repairs
We strive to complete all repairs to the highest standard and to your full satisfaction. If you have any concerns upon completion, please contact your Project Manager directly or reach out to our office on 01923 337350.
What happens after the works have been completed
You will be asked to complete and sign a “Satisfaction Note,” which confirms that the works have been completed to a satisfactory standard and reflects your overall experience with Harcross. Following this, the insurance company will provide you with a warranty for the works. If your claim involves Subsidence damage, they will also issue a Certificate of Structural Adequacy.
What should I do if I notice additional damage after the completion of the repairs
This is typically caused by plaster shrinkage, leading to hairline cracks between the new and old plaster. Some minor cracking may also occur due to differential thermal movement. Such cracking is cosmetic and quite normal. However, if you remain concerned or suspect further movement, we recommend contacting your insurers for further advice.
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Harcross Specialist Contractors Ltd
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Our dedicated team is here to assist you Monday through Friday, 8:00am to 5:00pm. Whether you have questions or need support, we’re committed to ensuring your insurance claims process is seamless and stress-free.