Once your insurance company has received notification of your claim they will forward the details to us. Depending on the size and complexity of the claim, this may go via a Loss Adjuster.
We will contact you to arrange an appointment for a surveyor to visit and assess the damage between the hours of 8am – 5pm, Monday to Friday.
During the appointment our surveyor will take photographs of the affected areas, measurements and any other relevant details to enable your insurance company to validate the claim.
Your insurance company will then assess the claim and once validated will check that you are happy for us to carry out the repairs.
All being well they will provide a written instruction for us to proceed.
You will receive a letter from us along with a full schedule of works and proposed dates for tradesmen to carry out the repairs. A completion form will be included for you to sign when the works are complete to your satisfaction.
If applicable you will be asked at this point to pay the excess detailed in your policy. If for any reason the work is not carried out you will receive a full refund of the excess payment.
Once you receive the documentation you will need to contact us to agree the start date and discuss any specific access arrangements.
It will be your responsibility to remove any furniture and personal belongings from the areas to be worked in. We will cover and protect carpets, built-in furniture and flooring.
Arrangements will need to be made for pets to be kept away from the area of work.
The repairs will be completed by our polite, courteous and qualified tradesmen between the hours of 8am – 5pm Monday to Friday unless any specific arrangements have been made to the contrary.
You and your home will be treated with due care and consideration.
We are fully insured to cover any eventuality whilst we are working at your home.
On smaller claims the original surveyor will manage the progress of works and there will always be a member of support staff on hand to answer your questions.
On large or more complex claims a supervisor will be allocated to oversee the works and will be your first point of contact.
You will need to choose any special order or long-delivery items required during the repair stage. We will advise you of this once works have been authorised.
Topmarx has many years of experience in this field and are very proud of our outstanding reputation. If at any time you have an issue regarding service or quality of workmanship please direct this to the surveyor or supervisor responsible for your claim who will be happy to resolve it for you.
Our customer support staff are on hand to assist in the smooth running of claims and will be able to answer most of your questions.
Completion of works
Once works are complete you will be required to hand a signed completion certificate to the supervisor or last tradesmen at your property. (The completion certificate will have been sent to you with our original letter). This activates a guarantee that will cover materials and workmanship for a period of 12 months from the date of completion. Should you have any problems with the work carried out during this 12 month period you should call our office who will be pleased to help.