Claims Management & Restoration Services

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1 Claims Management & Restoration Services Offering the Insurance Industry n Reliability n Professionalism n Flexibility n Responsiveness n Value for Money

2 What Our Clients Customers Say It is with a deep sense of gratitude that I write to you today. The tireless efforts of your team in clearing, cleaning and beginning restoration of our home have made an enormous difference to our lives. I find it difficult to express my thanks as the service your people have given has been so good, everything has been perfect, the people made me feel comfortable and are so very professional, nothing was too much trouble for them. They certainly put a Rainbow back into my life after the trauma of the flooding. What Our Clients Say We are delighted to be working in partnership with Rainbow International. They havedemonstrated their professionalism and capabilities through the tender process and we are looking forward to delivering a market leading service for our customers. Rainbow International has the required capacity through its national network to deliver the quality, response and control required by our clients. We are pleased to be working with them. Just a few words to acknowledge how grateful we are for the efforts you all put into your call-out on the Saturday morning when we experienced the terrible flooding of our home, a morning never to be forgotten. The speed and energy you gave in sorting things out was amazing but in spite of this, there was the human touch of kindness and thoughtfulness. National Call Centre The national call centre, based at our purpose-built headquarters, utilises sophisticated communications and claims management facilities. The National Helpline is staffed 24 hours a day, 7 days a week by dedicated, trained customer service staff. For receiving insurance instructions, we provide a dedicated 24 hour National Helpline and fax and facilities, as detailed below. 24 Hour National Helpline: Fax:

3 In times of disaster, such as fire or flood, or accidents such as spills or stains, you need a company that is experienced in and capable of managing these types of claims in a fast, efficient and professional way, minimising disruption, loss and, ultimately, costs for you and your customers. Comprehensive Service Rainbow International provides claims investigation and management and restoration services for fire, flood and accidental damage situations 24 hours a day, 7 days a week, 365 days a year. These services are delivered throughout the UK, via our franchised network and centrally controlled from our Midlands based head office. Our teams respond quickly and are expert in restoring domestic and commercial property and possessions back to pre-incident condition. They have thorough insurance product knowledge and expertise and strong communication and interpersonal skills. Emphasis is placed on helping customers get their lives and property back to normal as quickly as possible. Attending site swiftly and isolating the situation minimises secondary and consequential loss and optimises the opportunities for restoration. Rainbow International has built up a reputation for reliability and quality. Insurers and loss adjusters know that once we have been called in, we will take care of everything...from inspecting and reporting on the damage...to instigating restoration... to keeping all parties informed... and, of course, giving reassurance, showing empathy and taking a caring approach towards the customer. At Rainbow International we pride ourselves in easing the pain and cost of disasters to all concerned. International Strength Rainbow International is a nationwide network of franchises and part of the Dwyer Group, a Texas-based, worldwide franchise organisation. In the UK, Rainbow International is owned and operated under licence to the Dwyer Group by ISS UK, a division of the ISS Group. The ISS (Integrated Service Solutions) Group is the world s leading provider of facility services. ISS has unrivalled coverage of the UK s domestic and commercial restoration sectors. Internationally, the ISS Group is pushing service development and innovation in the damage restoration industry, and services domestic and corporate customers in many countries.

4 Continuous Improvement & Innovation Rainbow International is committed to helping insurance companies, loss adjusters and brokers reduce the cost of claims and retain their customers. Through the use of proven systems and the latest technology, we deliver a highly responsive and cost-effective service. Our innovative approach and on-going investment strategy ensure that we continue to enhance our service package and remain at the forefront of continuous improvement within the damage restoration industry. We invest in the on-going development of our people, our cleaning and restoration techniques, products, equipment and business systems. In addition, the high-technology approach of the ISS Group means that we can access the very latest in IT solutions and restoration techniques. Restoration Services Complete flood and water damage restoration of domestic and commercial buildings and contents, including water extraction, on/off site drying, sanitising and deodorising Complete fire and smoke damage restoration of domestic and commercial buildings and contents, including the removal of soot and smoke, sealing of painted surfaces and odour removal Situation in Crisis management Accidental damage restoration of carpets, curtains, upholstery and furniture Carpet repair, maintenance, retufting and cleaning Consistency & Control Our personnel are fully trained, wear corporate uniform, are security vetted and carry identification cards. All of our vehicles are corporately liveried and fitted with tracking systems to facilitate efficient fleet management. You have the assurance that, whatever the scale of disaster, wherever your customer is in the UK, Rainbow International will deliver a consistently high quality of service and technical expertise, with our performance in the field being centrally monitored. Upholstery repair, refurbishment and cleaning Controlled disposal of waste Pack-out and storage service for all house contents Laundry and dry-cleaning Portable appliance testing Furniture restoration, including French Polishing Hard floor cleaning and maintenance Application of fire retardant products 24 Hour National Helpline:

5 Capacity Our franchise teams are multi-personnel, multi-vehicle businesses, each operating from commercial premises strategically placed throughout the UK, thus providing genuine national coverage. With hundreds of people, thousands of pieces of equipment and access to further equipment and expertise within the ISS Group, Rainbow International has significant capacity in its industry sector. Claims Investigation & Management This service includes: Management of each claim On-going communication with the policyholder and instructing parties Claim evaluation and validation Central job tracking and progress monitoring through our bespoke claims tracking system and dedicated claims handling team Interim and final reports, including digital imagery for each claim Provision of management information Complaint handling to GISC/FSA standards Customer satisfaction monitoring On-site and remote auditing Handling repudiations and recoveries Capacity Management Rainbow International has a bespoke capacity management system, which tracks volume of business by postcode, branch, region, client and type of job. This system: Predicts potential areas requiring assistance/transfer of resources Provides prior live notice of requirement to move additional resources into an area Facilitates preparation for and management of claims surge Ensures achievement of Key Performance Indicators and service standards Assists all parties in forward planning Provides an accurate view on the resources in use and available at any one time

6 Rainbow International The UK s leading provider of Fire, Flood, Accidental Damage Restoration and Commercial Cleaning Services to: n Insurance industry Insurance companies, loss adjusters, insurance brokers on domestic and commercial policyholders claims. n Education Schools, LEA s, colleges and universities. n Health Hospitals, medical and walk in centres, dental practices, nursing homes and vetinary centres. n Local Authorities & Public Utilities County, city and parish councils, utility companies. n Retail & Leisure Pubs, clubs, restaurants, hotels, conference facilities, theatres, cinemas, retail chains and health clubs. n Construction Builders Cleans. n Commercial institutions Banks, building societies, offices and contract cleaning. n Property management Housing Associations, letting, managing agents and general facilities management. Next Steps Rainbow International is delighted to work in partnership with insurance companies, loss adjusters and brokers to develop our service portfolio to meet your requirements and the needs of your customers. For further information, please contact your local branch or our National Accounts department on alternatively, 24 Hour National Helpline: Your Local Branch A FRANCHISE OWNED & OPERATED UNDER LICENCE FIND US IN YOUR LOCAL YELLOW PAGES ALTERNATIVELY CONTACT THE NATIONAL HELPLINE: design by xposure: Rainbow International, Spectrum House, Lower Oakham Way Oakham Business Park, Mansfield, Nottinghamshire, NG18 5BY Tel: Fax: Web:

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