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Your Claim Journey2018-07-31T15:51:52+00:00

YOUR CLAIM JOURNEY

Welcome to your glazing claim journey. Façade & Glazing Solutions (FGS) is your insurance company’s approved glazing supplier, offering a nationwide 24/7 emergency glazing service for repairing and replacing window and door glass and frames, conservatory glass, and locks.

If you have reached this dedicated home owner area on our website, you will have already spoken to one of our experienced team members in our UK call handing centre. If you haven’t, and you need our services, why not call us now? Our teams are there for you when you need us most.

0333 00 333 88 (Standard Landline Rate Number)

The following steps are an indication of the typical journey a customer claim will take. Each claim will have different circumstances, so all timeframes should be taken as a guide.

1. You’ve registered your claim

The first step on your claim journey, which you’ll have already taken by the time you speak to us, is to register your claim with your insurance provider. This will set the wheels in motion for us to resolve the damage quickly and safely.

2. Your insurer has instructed us

Your insurer will then have contacted us to fill us in on the details of your claim.

3. We call you to arrange an assessment visit

Once we’ve spoken to you or your insurance company, the FGS national customer service team will arrange for an engineer to visit your home.

4. We visit your property to assess the issue

One of our 80 trained and highly experienced engineers will pay you a visit to assess your claim and make sure your home is secure, before returning to repair or replace damaged windows, doors and locks.

Depending on the nature of the damage, our engineer may be able to make full repairs on their first visit. If this isn’t possible, they’ll undertake a survey to ascertain the scope of the required work.

5. We issue our assessment report to your insurer for approval (if required)

If your insurance provider requests it, the engineer will issue an electronic assessment report to our customer service centre, who will progress it with your insurance company.

6. You decide on your chosen fix (we collect your excess)

Once we’ve been given the green light to complete the work, we’ll contact you to discuss the work to be done and then order any necessary parts. If you’d like to change the specification or upgrade from the work related to your claim, we can discuss the options available to you at this stage.

7. We arrange a completion visit

Once any extra materials have arrived and been quality-checked, we’ll agree a date for a completion appointment, and an engineer will make another visit with all the necessary parts to complete your repairs or replacement.

8. You receive a customer satisfaction call

When the work is complete, a member of our customer service team may contact you to discuss the quality of our service. Your feedback is important to us and enables us to improve our service in the future.

Who do I pay my policy excess to?2018-08-01T02:22:59+00:00

We’re usually instructed by insurance companies to collect policy excesses on their behalf, and we aim to collect it when we book your survey. If payment isn’t collected at this stage, it must be obtained before we order any materials or parts for your repair. Payments can be made via bank transfer, debit or credit card, or by cheque if you prefer.

How do I know my claim will be covered?2018-07-30T20:39:52+00:00

For most claims, it’s likely we’ll be able to let you know if you’re covered once our engineer has assessed the damage. However, on some occasions we may need to contact your insurer for extra details.

If your claim isn’t covered, we’ll still be able to provide you with a direct quote for the work.

Do I need my own quote?2018-07-30T20:39:58+00:00

At FGS we have many years’ experience of working with insurers, and we’re often able to speed up and simplify the claims process for you. For example, our process removes the need for you to make large upfront payments for the insurance-related work and then spend time reclaiming the money from your insurer – we take care of all that for you.

Our works are fully guaranteed, and we can also quote for any changes or upgrades you’d like to make. If, however, your insurer has requested you to get your own quote for the work, then please do so; this should be presented to your insurer direct, otherwise there should be no requirement for you to do this.

Why does the length of the claim journey vary?2018-07-30T20:40:04+00:00

All claims vary in length depending on the type of work required, the replacement product needed and the authorisation process of your insurer. Our customer service team will keep you updated, but if you have any queries please give them a call.

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YOUR CLAIM JOURNEY

Welcome to your glazing claim journey. Façade & Glazing Solutions (FGS) is your insurance company’s approved glazing supplier, offering a nationwide 24/7 emergency glazing service for repairing and replacing window and door glass and frames, conservatory glass, and locks.

If you have reached this dedicated home owner area on our website, you will have already spoken to one of our experienced team members in our UK call handing centre. If you haven’t, and you need our services, why not call us now? Our teams are there for you when you need us most.

0333 00 333 88 (Standard Landline Rate Number)

The following steps are an indication of the typical journey a customer claim will take. Each claim will have different circumstances, so all timeframes should be taken as a guide.

1. You’ve registered your claim

The first step on your claim journey, which you’ll have already taken by the time you speak to us, is to register your claim with your insurance provider. This will set the wheels in motion for us to resolve the damage quickly and safely.

2. Your insurer has instructed us

Your insurer will then have contacted us to fill us in on the details of your claim.

3. We call you to arrange an assessment visit

Once we’ve spoken to you or your insurance company, the FGS national customer service team will arrange for an engineer to visit your home.

4. We visit your property to assess the issue

One of our 80 trained and highly experienced engineers will pay you a visit to assess your claim and make sure your home is secure, before returning to repair or replace damaged windows, doors and locks.

Depending on the nature of the damage, our engineer may be able to make full repairs on their first visit. If this isn’t possible, they’ll undertake a survey to ascertain the scope of the required work.

5. We issue our assessment report to your insurer for approval (if required)

If your insurance provider requests it, the engineer will issue an electronic assessment report to our customer service centre, who will progress it with your insurance company.

6. You decide on your chosen fix (we collect your excess)

Once we’ve been given the green light to complete the work, we’ll contact you to discuss the work to be done and then order any necessary parts. If you’d like to change the specification or upgrade from the work related to your claim, we can discuss the options available to you at this stage.

7. We arrange a completion visit

Once any extra materials have arrived and been quality-checked, we’ll agree a date for a completion appointment, and an engineer will make another visit with all the necessary parts to complete your repairs or replacement.

8. You receive a customer satisfaction call

When the work is complete, a member of our customer service team may contact you to discuss the quality of our service. Your feedback is important to us and enables us to improve our service in the future.

Who do I pay my policy excess to?2018-08-01T02:22:59+00:00

We’re usually instructed by insurance companies to collect policy excesses on their behalf, and we aim to collect it when we book your survey. If payment isn’t collected at this stage, it must be obtained before we order any materials or parts for your repair. Payments can be made via bank transfer, debit or credit card, or by cheque if you prefer.

How do I know my claim will be covered?2018-07-30T20:39:52+00:00

For most claims, it’s likely we’ll be able to let you know if you’re covered once our engineer has assessed the damage. However, on some occasions we may need to contact your insurer for extra details.

If your claim isn’t covered, we’ll still be able to provide you with a direct quote for the work.

Do I need my own quote?2018-07-30T20:39:58+00:00

At FGS we have many years’ experience of working with insurers, and we’re often able to speed up and simplify the claims process for you. For example, our process removes the need for you to make large upfront payments for the insurance-related work and then spend time reclaiming the money from your insurer – we take care of all that for you.

Our works are fully guaranteed, and we can also quote for any changes or upgrades you’d like to make. If, however, your insurer has requested you to get your own quote for the work, then please do so; this should be presented to your insurer direct, otherwise there should be no requirement for you to do this.

Why does the length of the claim journey vary?2018-07-30T20:40:04+00:00

All claims vary in length depending on the type of work required, the replacement product needed and the authorisation process of your insurer. Our customer service team will keep you updated, but if you have any queries please give them a call.

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