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Frequently Asked Questions2018-09-05T11:53:22+00:00

Frequently Asked Questions

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.

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.

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.

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.

What do I need to do before an appointment?2018-07-30T20:40:19+00:00

We ask that before we arrive you make sure the working area is free from hazards and obstructions like curtains, blinds, television wires and alarms. To comply with health and safety requirements, please make sure that children and animals are kept away from the working area while our operatives are on site.

Why is my window or door frame being repaired, not replaced?2018-07-30T20:40:13+00:00

Where possible, we aim to repair frames rather than replace them. Generally, repairs can be completed much more quickly than replacements, resulting in much less disruption to you. FGS is recognised as an industry leader in the repair of window and door frames, and all of our repair work is covered under our warranty.

Do you quote for non-damaged item replacement, e.g. other doors and windows which I might want to replace?2018-07-30T20:40:37+00:00

Yes, we can. All additional works will be quoted for and charged directly to you.

If the costs for the works are under my policy excess, can I pay direct?2018-07-30T20:40:30+00:00

Yes, you can, and if you prefer to upgrade at that point you can ask for a new quote.

Will I receive a receipt for my policy excess?2018-07-30T20:40:25+00:00

Yes – just request your receipt and we’ll send it to you.

Can I upgrade the damaged products?2018-07-30T20:40:42+00:00

Yes, you can – please let us know as soon as possible if you’d like us to replace your glazing with a superior product.

We’ll give you quotes for alternative options, and it’s likely we’ll be able to offer you a comparable cost to your insurer. Generally, insurers will only cover the cost of repair or replacing a product like-for-like – this means we’ll need to charge you directly for any upgrades.

What will my warranty be, and will I receive documentation confirming this?2018-07-30T20:40:49+00:00

Warranty duration varies by product. Please contact our customer service team for more details.

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Frequently Asked Questions

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.

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.

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.

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.

What do I need to do before an appointment?2018-07-30T20:40:19+00:00

We ask that before we arrive you make sure the working area is free from hazards and obstructions like curtains, blinds, television wires and alarms. To comply with health and safety requirements, please make sure that children and animals are kept away from the working area while our operatives are on site.

Why is my window or door frame being repaired, not replaced?2018-07-30T20:40:13+00:00

Where possible, we aim to repair frames rather than replace them. Generally, repairs can be completed much more quickly than replacements, resulting in much less disruption to you. FGS is recognised as an industry leader in the repair of window and door frames, and all of our repair work is covered under our warranty.

Do you quote for non-damaged item replacement, e.g. other doors and windows which I might want to replace?2018-07-30T20:40:37+00:00

Yes, we can. All additional works will be quoted for and charged directly to you.

If the costs for the works are under my policy excess, can I pay direct?2018-07-30T20:40:30+00:00

Yes, you can, and if you prefer to upgrade at that point you can ask for a new quote.

Will I receive a receipt for my policy excess?2018-07-30T20:40:25+00:00

Yes – just request your receipt and we’ll send it to you.

Can I upgrade the damaged products?2018-07-30T20:40:42+00:00

Yes, you can – please let us know as soon as possible if you’d like us to replace your glazing with a superior product.

We’ll give you quotes for alternative options, and it’s likely we’ll be able to offer you a comparable cost to your insurer. Generally, insurers will only cover the cost of repair or replacing a product like-for-like – this means we’ll need to charge you directly for any upgrades.

What will my warranty be, and will I receive documentation confirming this?2018-07-30T20:40:49+00:00

Warranty duration varies by product. Please contact our customer service team for more details.

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