Subsidence
Our dedicated Subsidence team handle a variety of household (including High Net Worth) and commercial subsidence claims dispute resolution and tree related desktop evidential assessments for a wide range of insurer, broker and corporate clients
Dave Clare
Divisional Director – Head of Surveying Services
BSc (Hons), MRICS, C.Build.E, FCILA, FUEDI ELAE
Tel: +44 (0) 7734 708 430
Lucy Collett
Associate Director – Head of Customer Experience
BA(Hons) ACII Dip CILA Assoc CIPD
Tel: 0121 794 3178
QuestGates has a team of 30 staff involved in the management of subsidence claims, comprising of Subsidence Engineers and Engineering Technicians who are here to support the customer at every stage of the claim journey. Our engineering resource model is unique in the Subsidence claims management arena. With the majority of this resource only available to the QuestGates claims team, you can be assured of enhanced and ringfenced resource in a surge when you need us most.
The customer sits at the centre of everything we do and exceptional customer experience alongside ensuring that the right and fair cost is paid for every claim, every time are principles strongly upheld by every member of our Subsidence team.
The key features of our service, helping us to deliver enhanced customer satisfaction and reduced claim lifecycles are:
Early diagnosis and policy interpretation
Early response to emergency works
Pro-active mitigation management
Access to a panel of specialist contractors
Prompt scheduling of remedial works, utilising innovative repair schemes
Pro-active management of contributions and recoveries
Enhanced customer communication via our Engineering Technicians
We offer a flexible approach to Subsidence claims, which commences with a Technician led ‘iTriage’ (Intelligent Triage) with the customer. This process starts when we receive a new claim and combines use of our Surveyor Tech technology and intelligent engineering input to deliver an experience tailored to each customer’s individual needs. This ensures a consistent approach and that the most appropriate next steps are agreed at the earliest opportunity.
A large proportion of subsidence claims are declined because they do not relate to any insured peril. Where your customer’s claim is not covered by the terms of their policy, we communicate this to them in a clear and professional manner. We share a technical report with the customer detailing cause, available solutions, an indicative cost of repairs and guidance on selecting a competent builder privately, providing as much support as possible to the customer to guide them in reinstating the damage.
Where a customer’s home or business has been diagnosed with subsidence, the repairs to their property are incredibly important. Mitigation can sometimes be a long and complicated process and once a repair decision has been reached and approval given to proceed, we want to ensure that this aspect of the process is as smooth and hassle free for the customer as possible. We have selected a panel of contractors for their experience and track record of subsidence repair management, and where the customer chooses, we will appoint a contractor to carefully reinstate the customer’s home or business in accordance with our Engineer’s designed remedy.
