Client Description:

A major UK Point of Sale finance lender hired Qure Group to support them with claim surge activity, when a major UK retailer within the home improvement market went out of business, leaving thousands of consumers stranded.

The problem:

we picked up new work in 2020, with cases spanning glazing, windows, doors, conservatories, and roofline products. Prior to the failure of the business, we had already developed new processes and pricing for our client, and our service now supports their business on S75 cases and situations where the retailer and consumer relationship has broken down.

The solution:

For cases falling within the lenders delegated authority limit, Qure Group authorised the work in appropriate cases. For all cases that exceeded delegated authority, we made decisions on liability and reported our findings to the lender. In 99% of cases, we then received approval to proceed.

At this point we then instructed our supply chain to proceed with remedial works. In a very limited number of cases, the customer chose to use their own contractor and to ensure total cost management, we validated all costs to confirm there was no over scoping or overstatement. Where the Qure Group supply chain was used, all works were guaranteed, and repairs completed as per the agreed scope.

Why Qure Group:

The Qure Group remedial supply chain has significant capacity in place and as well as assisting with the clients work, they have historically served the insurance sector, operating to extremely high standards in the following areas - glazing, doors, conservatories, lintels, leadwork, rendering, plasterwork, internal decoration, scaffold, and propping. So, in summary, we have created a Loss Adjuster led “one stop shop” solution, that delivers total cost management and as can be seen from the client feedback received from our client, we are a highly regarded supplier, and we continue to deliver consistently for our clients.

Results:

Client feedback:

• COMMUNICATION
• CLAIMS MANAGEMENT
• PEOPLE
• ISSUES
• COST MANAGEMENT
• RELATIONSHIP MANAGEMENT
• SPEED OF SERVICE
• OVERALL EXPERIENCE
• 97% CLIENT FEEDBACK

“Exceptional”.