concept BUILDING SOLUTIONS COMPANY Service Overview
Welcome! This brochure has been created to describe the various routes to market that the Concept Building Solutions Franchise Network utilises to generate enquiries or business. Although we are offering a very similar service in each case, for the management of property insurance claims, we have created different branded solutions for the markets in which we operate. The basis of these different branded services is to assist in the development of referral relationships with individuals and businesses that regularly come into contact with property insurance claims. Although we are always happy to be involved in any business opportunity the majority of our referral clients come from the following sectors: Insurance Brokers Property Agents (Letting & Estate Agents) Trades People We have therefore developed the following brands to appeal to each of these markets. In some cases we have more than one brand for each sector as the service being offered may be provided jointly by the franchisee and Head Office. Our insurance related brands are: Broker Solutions Let Property Assist Plumbing Referrals Trade Referrals We also have brands that are separate to the insurance claims management offering and these focus on the delivery of specific building or property restoration services that are paid for privately by the client rather than by the insurer. These brands include: Remedial Solutions Roof Assist 02
These services are not core to the service offering and make up only a modest percentage of the work undertaken by the Concept Network. They have both been created as a direct result of customers trying to make an insurance claim for roof damage or damp and finding out that in most cases these are not insurable perils. We consider these supplemental services rather than central to the service offering. The Local Assist brand is purely offered by Head Office rather than the franchise Network and is focussed in providing 24/7 emergency call out services. Many of the sub-contractors that this work is allocated to, provide reciprocal insurance claim referrals to the Concept Building Solutions Network. For more information on our trade referral schemes please see our video s on You Tube. The diagram below defines what brands relate to what sector: BRANDS Remedial Solutions Roof Assist Broker Solutions BRANDS Property issues not covered by Insurers Property Agents SECTORS Insurance Brokers Trades People BRANDS Let Property Assist Local Assist Plumber Solutions Trade Referrals BRANDS 03
The Concept Building Solutions Brands Concept Building Solutions Insurance claims management & building repair Remedial Solutions Damp proof treatments, dry rot and condensation solutions Let Property Assist Specialists in building and maintenance solutions for property and letting agents Local Assist Emergency domestic callout and insurance cover Broker Solutions Provision of complete building claim solutions to insurance brokers Roof Assist Roofing repairs and installation Trade Referrals Referrals from various trades including roofing, plumbing and electrical To best serve policyholders in their time of need through exemplary customer service and high quality workmanship. Our aim is to provide a complete one stop shop for all building related repair, home improvement and maintenance solutions. Concept Building Solutions (UK) Ltd is one of the pioneers of buildings insurance claims management and the longest standing subsidiary of the Service Solutions Group. Established in 2002 as a franchise organisation, Concept Building Solutions became one of the fastest growing franchisors in the UK, developing a national franchise network of insurance claims managers. Concept is now considered a market leader in its industry and has franchisees servicing all of the UK. Insurance claim management specialists dealing with the escape of water, fire, storm and malicious damage claims 04
As a National Network we work with policy holders, insurance companies and loss adjusters to reinstate a property as quickly as possible. Our Area Managers (franchisees) represent the interests of the policy holder and provide an end-to-end project management service to return residential and commercial properties back to their pre-loss condition. Concept s local Area Managers survey the insurance related property damage and provide a detailed report of their findings. The report will include the reasons for the damage (and claim) and contain a schedule of recommended repairs, including the financial costs, that will be sent to the insurer. The Area Manager will then negotiate and agree the reinstatement work with the insurer or their representative. Once authorised they will project manage the reinstatement works, utilising qualified vetted tradesmen to return the property back to its previous pre-loss condition. Our clients choose us for a variety of reasons but efficiency & transparency are what make our service stand out from the crowd. We will attend site within 48 hours and get the ball rolling on an insurance claim as soon as possible. We include the policyholders and their advisors in each and every stage of the claims process. Clients have a single point of contact (Concept Area Manager) during the claims process to ensure fluid and clear communication with all parties involved. Concept Building Solutions Service benefits We deal with everything (contractors, administration, insurance companies etc). Repair work is usually started 48 hours from receiving authorisation from the insurer. We use local qualified/time served vetted tradesmen. We invoice the insurer directly so no cash outlay to the client (apart from the policy excess). Customer satisfaction assurance insurers will not issue payment until the policyholder signs the job off. A professional, reliable service provided by FCA authorised and regulated local area managers. Insurers & representatives benefits High post claim customer satisfaction rate Detailed schedule of works giving complete cost transparency Focus on reducing the claim lifecycle through efficient project management and effective communication Rapid identification of fraudulent or wear and tear claims Mitigation of emergency claims onsite to reduce claim costs Local managers are FCA authorised and regulated Fully vetted and health & safety compliant contractor network 05
Concept Building Solutions Claims Process What the customer does... Policyholders experience loss through fire, flooding and criminal damage etc. Policyholders find Concept Building Solutions through direct referral or marketing and advertising Policyholders call Concept Building Solutions for immediate help and assistance What we do... Concept Building Solutions appoint a Local Area Manager to survey the property. The Area Manager visits the policyholder s property to survey the reported damage. The Area Manager prepares a detailed report and building schedule and forwards it to insurers. Once reinstatement work is complete & the policyholder signs a satisfaction note Concept invoice the insurer. Upon receipt of authorisation from the Insurer Concept carry out repairs & project manage the tradesmen. Concept meet with appointed loss adjusters to agree the value of the reinstatement works 06
The Policyholders Insurance Claim We ensure all parties are treated fairly when negotiating a settlement. Our vast experience means that we present a claim expertly to insurers to obtain quick authorisation. Our local managers will safeguard policyholder Interests as we understand insurer requirements. We deal with a wide range of claims from small, basic decorating jobs to large complex full house fires. Our report schedules are very detailed we break down costs for all items individually ensuring full transparency. We aim to reduce the claims lifecycle wherever we can to reduce the stress and inconvenience to the policyholder. We start and finish repair works as soon as possible. We can do this because we undertake all emergency works, drying works and building works to ensure a complete solution. BEFORE AFTER Our tradesmen are fully vetted and our area managers guarantee all works for 12 months. So if you have a problem we will come and put it right free of charge. Our local area managers are regulated by the Financial Services Authority. BEFORE AFTER BEFORE AFTER BEFORE AFTER 07
black mould SOLUTIONS Powered by Concept Building Solutions Remedial Solutions Specialists in Damp Proof Treatments, Dry Rot and Condensation Problems Remedial Solutions has been developed to take advantage of the current requirement for a reputable network of building preservation specialists. Nearly a quarter of insurance claims received are repudiated as a direct result of remedial issues which can be serviced through Remedial Solutions. Neglect, design faults, natural wear and tear or previous inappropriate treatments perpetuate market demand. rising damp rising damp 08
Our Condensation & Damp Proofing Solution If a property is suffering from damp then it needs to be addressed. If damp is left untreated it will only get worse, the cost to repair this damage could be thousands of pounds, but by taking immediate decisive action we can remove future costs. Damp can affect any home or property for a number of reasons: Excess moisture in the home Poor build quality Poor ventilation Design defects Deterioration of building fabric If a property is damp, it can increase the risk of asthma and respiratory problems. A study of over 10,000 people found that living in a damp home not only increased the risk of asthma, but also left residents with a greater chance of repeated colds and skin allergies. 40% of people living in damp properties were found to need more antibiotics and are more likely to suffer from pneumonia, bronchitis and tonsillitis. Again, this is something that we can help to combat through Remedial Solutions. Basement & cellar conversion/tanking As waterproofing methods and technologies become more advanced and more economically viable, there has been a growing trend towards home owners utilising their existing damp basements or cellars by converting them into bright and comfortable habitable living areas. Our local Concept managers partnered with leading industry brands can provide these services across the UK at competitive rates. 09
LetProperty ASSIST Powered by Concept Building Solutions Let Property Assist Specialists in building and maintenance solutions for property and letting agents The Let Property Assist approach has been developed to enable estate agents, letting agents and managing agents to provide an enhanced landlord and tenant experience at the point of a property emergency, refurbishment program or insurance claim. It also provides an additional revenue stream for landlords and service benefits to an agent s business. From 1 to 100,000 properties under management, we can help. 10
Our Building & Maintenance Solution Our local Concept managers have applied their project management skill set to provide additional value added services to landlords and property agents. We have branded this approach as Let Property Assist offering a selection of services as detailed in the diagram alongside. >> Insurance Repairs Let Property Emergency & Maintenance Cover 24/7 Emergency Repairs Our local Concept managers work closely with Local Assist (a Service Solutions Group company) to provide a 24/7 National service, with offices located throughout the UK. Landlords and agents can also take advantage of the insurance products offered by Local Assist. Let Property Refurbishment Plannedd Maintenance ce Damp & Condensation Solutions Service Benefits We are focused on helping Property Agents & Landlords to add value to their clients while developing a mutually beneficial relationship. Save time Add value to clients (Landlords and Tenants) Reduce cost Generate revenue Landlord Gas Safety checks, incl Landlords Gas Safety Certificate (CP12) Boiler service Portable appliance checks Electrical wiring check Property maintenance Expert advice on potential Insurance claim Complete Insurance claims management service (Free) 24/7 Emergency call-out service Condensation & damp solution 11
In partnership with Concept Building Solutions Local Assist Emergency Domestic call-out & Insurance Cover Local Assist has been created to provide a complete one stop shop for policyholders intermediaries and insurers alike by providing an emergency call-out service that can be coupled with the claims management facilities offered by Service Solutions Group through Concept Building Solutions. Local Assist works with many of the big name insurers and has been utilised by the panel of nearly every prominent helpline in the UK. Whether you have a boiler breakdown, electrical, plumbing or drainage emergency, Local Assist is here to help. 12
Emergency Insurance and Call-Out Solution In an emergency situation such as a leaking pipe, broken boiler or toilet then Local Assist provide a Rapid Response service. Benefits of the service include: Assistance 24 hours a day, 365 days a year from our UK-based emergency helpline UK-wide network of engineers No hidden costs Fully managed service with a dedicated point of contact Local Assist is an established, highly reputable company and we pride ourselves on our high customer satisfaction rate. Our service is flexible and friendly and with over 1000 qualified engineers we ensure the very best repair service. Policy Provision Local Assist also provides emergency call out policies designed for domestic & commercial clients, including landlords and letting agents. In the event of an emergency claim being made there is often resultant follow on damage that can be claimed for against the policy holders home insurance. In these cases a Concept franchisee can provide the claims management and property reinstatement service. In addition to the home emergency policy Local Assist can provide a reliable engineer to install, repair and replace any plumbing in a property, including boiler installations. 13
SOLUTIONS Powered by Concept Building Solutions Broker Solutions Provision of Complete Building Claim Solutions to Insurance Brokers The Broker Solutions scheme has been developed to enable an independent insurance broker to provide an enhanced policyholder experience at the point of an emergency or property claim, whilst providing an additional revenue stream and service benefits to the broker business. The Broker Solutions scheme is provided by Concept Building Solutions on a 24/7 national basis. 14
Our Insurance Broker Property Claim Solution The Broker Solutions offering, provided by local Concept Area Managers, can be utilised in whole or part by an insurance broker to provide a service that is individually tailored to their needs. The offerings include: Policyholder focused property claims management solutions A vetted and accredited contractor network for emergency repairs and insurance reinstatements Bespoke out of hours call handling services Revenue generation opportunities Emergency assistance policy provision Each offering is focused on providing added benefits to policyholders while simultaneously providing tangible commercial or service orientated benefits to a broker. Broker Benefits Out of hours call handling Personalised and professional 'out of hours' call answering service. Emergency calls from policyholders can be handled and attended where required (at policyholder expense). Cost The scheme can be joined by a broker at no cost and in addition, the service can lead to overhead savings by the broker. Add value to policyholders A claim becomes an opportunity to develop additional customer loyalty and increase the lifetime value of each policyholder. 15
Powered by Concept Building Solutions Roof Assist Roof Repairs and Installations for the Domestic Property Market Roof Assist brand has been developed for Concept Local Area Managers to provide a supplemental service calling upon their existing knowledge and experience. Where a customer has experienced damage to their roof that requires repair or renewal then Concept Local Area Managers can help. Roof Assist carry out roof repairs and renewals to pitched and flat roofs using some of the latest products and techniques. 16
Our Roof Repair & Renewal Solution Concept s local area managers project manage building works using qualified local trades people. Our managers are involved from the initial conception and design of the project through to its completion. Roof Assist work in conjunction with Local Assist to provide the 24/7 Roof Assist service for all emergency roofing repairs. They deal with emergency situations ranging from a slipped slate, leaking flat roof to a major roof collapse or fire. Insurance related repairs In some cases roof damage may be covered under home insurance, but as Concept also deal with all aspects of insurance related repairs they can assess the damage and cause to determine whether repairs will be covered or not. Services Pitched Roofs Flat Roofs Repair & Installation Flat Roof Seal EPDM (rubber membrane system) GRP (glass fibre reinforced plastic) Emergency Repair Insurance Repair 17
Powered Through Concept Building Solutions Trade Referrals Local Emergency Plumbing/Roofing Referral Scheme One of the key drivers to generating work for the Concept Network has been referral schemes with tradespeople. Much of the insurance related damage the Concept network handle is caused by either an escape, or ingress of water or roof damage and one of the best ways to find out about this damage is through plumbers & roofers. Since 2006 Concept have developed relationships with plumbing & roofing companies at National and local levels these are generally reciprocal relationships where the tradesperson receive a financial incentive to inform Concept of a potential job. We often utilise these tradespeople to provide our own call out solutions through the Local Assist brand. We ensure all of the tradespeople we work with have been vetted through our comprehensive online accreditation process at www.ssgcontractors.co.uk. Concept now has relationships with several hundred plumbers & roofers throughout the UK that range from self employed tradesmen working for themselves through to large company networks and franchisors. 18
Plumber & Roofer emergency referrals. How does the scheme work? We have undertaken a considerable amount of research to identify the most effective methods of obtaining referral work from plumbers and roofers. This research has resulted in an effective and simple referral process that is easy for the tradesperson to follow this makes engaging plumbers & roofers in the scheme straightforward. In many cases we will assist the tradesperson by providing literature and stationery free of charge that include information about the additional services Concept can provide. This makes the promotion of Concept easy and can help generate a considerable additional revenue stream for the plumber or roofer. When a plumber or roofer is on site they will undertake the initial repair and advise the customer that Concept can deal with any resultant damage through their insurer and possibly even reclaim part of the initial repair. They will provide the relevant literature and ask the customer to call Concept after which the hassle of dealing with their insurer, broker, loss adjuster and building contractors is completely removed. It s a win win for the customer, tradesperson and Concept franchisee! 19
Contact Us Today 0800 157 1020 www.conceptpropertyclaims.co.uk Head Office Solutions House, Fairways Office Park Fulwood, Preston, Lancashire PR2 9WT Tel. +44 (0)1772 799750 - Fax. +44 (0)1772 799751 Email.info@concept-solutions.co.uk