Once an instruction is received, it is allocated to one of UKGN's experienced case managers to make an initial assessment of how the claim needs to be progressed. A call is placed to the insured to gather more information and a decision is taken whether or not to appoint a trade specialist to attend site.

...experienced case
managers...

The case manager may be able to repudiate the claim immediately if the damage is outside the scope of the claim, for example, in the event of a misted up double glazed unit or accidental damage where cover is not in place. Alternatively, if the circumstances and sufficient evidence for effective validation permit, the case manager will often offer the option of a cash settlement to conclude the claim quickly and efficiently.

This rapid repudiation process ensures that the insured is quickly aware of their position without having to suffer the inconvenience of a site visit.

Where a site visit is required, the case manager records all relevant facts about the damage and UKGN's case management system appoints an appropriate tradesman to attend. Wherever possible, this process is managed by the system, with extensive automatic monitoring of contractor performance to ensure that service standards are maintained.

...automatic monitoring
of contractor performance...

Written reports and photographs are usually submitted within 24 hours by the contractor and reviewed by the case manager. The insured is again contacted to discuss the findings and agree a solution.

The case manager then allocates the works to the contractor or approves financial settlement to the insured. UKGN's case management system continues to monitor the case through to successful completion, and the contractor is only authorised for payment once 'after' photographs, a signed satisfaction note from the insured and a parts list that matches the original report have been received and verified.