VPS Evander’s Home Emergency Policy To Fulfilment (HEPTF) permanent repair initiative has dramatically streamlined the claims and customer direct process, bridging the gap between the cover of home emergency and home claims.

National Account Manager Graeme Mutch says: “Winning this award is a tremendous credit to our team who have worked so hard to making a real difference to the lives of 30,000 insurance customers left distressed and vulnerable following a home emergency. Our initiative offers a seamless customer journey to policyholders while effectively managing our Insurer clients’ indemnity spend.”

VPS Evander makes safe damaged windows and doors and change locks across the Home Emergency insurance sector. The policies typically cover the emergency temporary repair/make-safe but not the permanent reinstatement, so in the event of an insured peril, the customer is required to make a second phone call to their home insurer to make a claim.

Up to half of all home emergency jobs attended by VPS Evander have a requirement for follow on, permanent repair. Following close engagement with Insurance and Home Emergency clients, the company worked collaboratively across both sectors to create a combined direct customer and insurance initiative for permanent repair on up to 15,000 emergency jobs serviced per annum.

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Graham Sievers
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