FAQ:
For those who have made a claim through the Insurance Company:
Q. What happens when I have made a claim to my insurance company?
A. Your insurance company will contact us to arrange a survey of your property. After the survey is carried out a report, detailing all necessary repairs to your property is then forwarded to your Insurance Company via our sophisticated software system which links directly to your Insurance Company. Once we have received authorisation, works are provisionally planned out and the works authorisation form (mandate) and policy excess (where applicable) must be sent back to your insurance company before we, as the appointed repairer can carry out the repairs. The insurance company will then send you an unpriced “Schedule of Works” whereby you can clarify all the works that are to be undertaken. Should there be any discrepency at this stage then you must speak to your customer support advisor as documented on your initial correspondence from the Insurance company.
Q. When will I next hear from LM Builders Ltd?
A. We will contact you as soon as we receive authorisation from your insurance company. In the meantime, please do not hesatate to contact us on 01772 735557 if you have any questions or queries. We have a dedicated administrator, Lenara Clucas who will happily assist you. Please note that we are not able to book in any repairs until we receive the authorisation from your insurance company. This may alieviate you calling to ask for when the works are to start! Remember, we are given the 'go ahead' from your insurer.
Q. How do I pay the excess fee charged by the insurance company?
A. The excess fee is payable prior to works commencing. This should be sent directly to your insurance company customer support adviser and not LM Builders Ltd, this should be documented on your original details from the insurance company. Should you be unable to locate your Customer Support advisor please call Lenara Clucas in our office on the above number and she can inform you of your Customer Support adviser.
Q. Will my insurance Company pay for an upgraded specification from what was there previously, such as wallpaper, for example?
A. Your insurance company will only pay to restore your property to pre-damage condition, often referred to as 'like for like'. If you do wish to pay for a higher specification then this is not an issue, you must advise your customer support adviser at the outset. .
Q. Should I start looking for materials i.e. wallpaper, tiles, floor coverings, carpets etc?
A. Yes you should! Ideally we require your material choices at least 10 working days prior to works commencing. The more information we have available at the start will enable us to complete the works promptly.
Q. Where should I look for my materials?
A. If you have a specific request we will try our best to accommodate you. We are happy to advise the most suitable retailer and can assist you with this. Please feel free to ring our office and ask for Joanna Rassello and she will obtain the relevant information on your behalf.
Q. What do I do if I have a complaint?
A. If you are not satisfied with anything during the process of your claim, please call our office on 01772 735557 and ask to speak to Joanna Rassello, our office Manager. We will endeavour to ensure that any problem you highlight to us be addressed promptly with appropriate remedial action.
For non insurance works:
Q. I would like some advice on plans for a building project on my property what should I do?
A. We do not have a plan drawing service as such however we would be happy to put you in contact with reputable local architects.
Q. What if I have my own plans?
A. We would be happy to come out to visit your property and carry out a site survey. We would then request a copy of your plans which would enable us to provide you with a detailed estimate for your required works. All this would be confirmed with an itemised breakdown in writing.
Q. How soon can you start the private works for us?
A. This is dictated by the size of the project and dependant upon our existing workloads. However we do strive to attain a four week lead-in time from acceptance of quote.
Q. What are your payment requirements?
A. Payment can be made in agreed stage payments with balance upon completion.
Q. Would it be possible to see some of the works you have previously carried out?
A. No problem! We will be happy to inform you of other works we have undertaken and have many testimonials in our office where you are free to call in at any time.
