HOME EMERGENCY RESCUE
HOW CAN YOU LOOK AFTER HELENA?
Helena is a freelance graphic designer who works from her two-bedroom home. She has a well-balanced, work-week routine with client deadlines and meetings fitting around school pick-ups and drop-offs.
One winter morning, as Helena was preparing to leave on the school run, she noticed the house felt unusually cold. After checking the system controller and thermostat it became clear that her gas boiler had stopped working. There was no heating, and no hot water.
The weather had been poor with freezing day time temperatures for days and she was also concerned that the lack of heat might cause other issues like a burst pipe. If Helena had a traditional home emergency policy, she would have to phone her provider to report the problem and would be likely to be waiting some time to get through to arrange an engineer’s visit. In such poor weather, many people with this type of cover, may face long delays to get through and access the assistance needed to deal with the problem. Helena needed a solution that would respond to her needs and ensure she had a home with working heating and hot water when her daughter got back from school.
Heating failures are among the most common home emergencies, particularly during colder months.
Unfortunately, as common are complaints about delays and failures in home emergency provider responses. These delays not only make a bad situation worse but are stressful for customers and undermine the product they believed would help them.
SUPPORTING CUSTOMERS LIKE HELENA
Fortunately, Helena had Addept Insurance Home Emergency Rescue protection. So, rather than having to wait on the phone to organise assistance, she was able to use our online portal to start her claim. Her claim was logged and triaged as an emergency. An engineer had a video call with Helena to assess the issue and was able to resolve the problem without the need to make a site visit, talking her through resetting her boiler. This eliminated the delays and frustration of waiting for a call in a freezing cold house for hours. Home Emergency Rescue provided Helena with the certainty she needed to continue with her day, knowing the issue had been dealt with.
Home Emergency Rescue is a digital-first solution designed to respond to the needs of today’s customers and how they want their home emergency solution to operate. Using online service tools, Addept Insurance supports customers, reduces unnecessary and frustrating home visits and provides improved customer experience, delivering a more valuable product that meets their needs.
Where a fix cannot be achieved using a video conference call, an engineer visit will be arranged. The information from the call can provide a diagnosis and identification of the parts required, enabling the subsequent onsite visit to achieve a first-time fix.
Addept Insurance’s Home Emergency Rescue provides tailored solutions to meet the specific needs of your customers with access to a specialist contractor for emergency repairs relating to failure of or damage to:
Plumbing and drainage
Internal electrical
Gas and water supply
Primary heating system breakdown
External window and doors locks
Pest infestation
Cover is also provided for the costs of emergency overnight accommodation and alternative heating, if necessary.
Access to 24/7 claims reporting online portal and emergency helpline service.
Cover is provided as an add-on or embedded solution.
Innovative solutions to address loss of Wi-Fi, EV charging station issues and alternative heat source issues are being developed.
Addept Insurance also provides Let Emergency Rescue providing your landlord customers with access to specialist contractor support.