8 steps of the Customer Claim Process with
AJ Grant Building from New Claim to Repairs Sign-Off
STEP 1
Lodge your insurance claim with your Insurance Company
STEP 2
Your Insurance provider has contacted AJ Grant Building to assess your property regarding your insurance claim
STEP 3
AJ Grant Building may be able to assist you in making your property safe to help mitigate further loss.
This may include attendance by qualified trades to make safe your property or attendance by our restoration’s technicians to assist with items such as emergency water extractions, installation of drying equipment, fire & smoke services, and mould remediation.
If you are the owner occupier and the property is not habitable, you could be entitled to temporary accommodation depending on the policy type you hold. Please contact AJ Grant Building so we can discuss your options with you.
If you require assistance for any of the above, please contact
AJ Grant Building
1300 254 726
reception@ajgrantgroup.com.au
STEP 4
Automated & manually activated SMS’s to customers from Prime, corresponding with customer claim process step 4
System automated SMS
Dear <Customer Name>, the team at AJ Grant Building are here to assist and support you through your insurance claim on behalf of your insurance provider. To know more about who we are and the process of your claim, please visit our dedicated customer webpage for more information, http://ajgrantgroup.com.au/who-are-we/. Our bookings team will contact you within 4-business hours to arrange a suitable time for our assessor to inspect the damages to your property. For immediate assistance, please call us on 1300 254 726 or LiveChat with our Customer Service Team, who are on standby to assist you. Regards, AJ Grant Building team.
In Person Assessment | Bookings Coordinator to select and send to customer
Dear <Customer Name>, the team at AJ Grant Building are here to assist and support you through your insurance claim on behalf of your insurance provider. To know more about who we are and the process of your claim, please visit our dedicated customer webpage for more information, http://ajgrantgroup.com.au/who-are-we/. Our bookings team will contact you within 4-business hours to arrange a suitable time for our assessor to inspect the damages to your property. For immediate assistance, please call us on 1300 254 726 or LiveChat with our Customer Service Team, who are on standby to assist you. Regards, AJ Grant Building team.
Video Assessment | Bookings Coordinator to select and send to customer
Dear <Customer Name>, <insert Assessor name> from AJ Grant Building will be completing a video-assessment of the damages to your home on <enter date / time>. Our Assessor, <insert Assessor name>. will contact you on your nominated mobile and take you through the steps to complete the assessment. If you would like to know more information about your assessor, please visit our assessing page http://ajgrantgroup.com.au/assessing-stage/. For further information on assessing process, please visit <insert link – to be provided>Regards, AJ Grant Building team
In Person Assessing Appointment Reminder | System Automated 48 hours prior to booking
Dear <Customer Name>, the team at AJ Grant Building would like to remind you that our assessor, <insert assessor name>, is attending on <enter date, time> to assess the damages to your home. To confirm your booking, please respond with a Y or contact AJ Grant Building on 1300 254 726 to reschedule. Regards, AJ Grant Building Team
Video Assessing Appointment Reminder | System Automated 48 hours prior to booking
Dear <Customer Name>, the team at AJ Grant Building would like to remind you that our assessor, <insert assessor name>, is completing a video-assessment of the damages to your home on <enter date/time>. To confirm your booking, please respond with a Y or contact AJ Grant Building on 1300 254 726 to reschedule. Regards, AJ Grant Building Team
Assessor Survey | System Automated
Dear <Customer Name>, your AJ Grant Building Assessor is now preparing a detailed report and scope of works for your insurance company to review. We value your feedback and would appreciate if you could complete a short, 60-second survey about the service you received from your Assessor today <enter link to survey>. Regards, AJ Grant Building team
Submissions Team to select and send to customer post submission if job status is Awaiting Insurer
Dear <Customer Name>, your AJ Grant Building Assessor has completed the assessment report / scope of works for the damages to your property. Your insurance provider will review and advise AJ Grant Building if we are to proceed with the repairs to your property. Regards, AJ Grant Building Team
Our friendly bookings team have arranged, or will be arranging shortly, a suitable time for one of our experienced Assessors to assess and report on the damages.
For damages to your property, our Building Assessor will either attend the property or conduct the assessment via video to prepare a detailed scope of works, outlining the required repairs. We will submit this to your insurance company along with an assessment report on the cause of damage.
For damages to your content’s items, a Restoration Technician will attend the property to prepare a detailed report, including taking photos of damaged items, moisture readings and compile an inventory list. They may also install drying equipment if required.
STEP 5
Automated & manually activated SMS’s to customers from Prime, corresponding with customer claim process step 5
Auto-Approved Claims | Administration team to select and send to customer
Dear <Customer Name>, the team at AJ Grant Building has received authorisation from your insurance provider to proceed with the repairs to your property. Please refer to the email sent relating to your policy excess, scope of works and building contracts. If you need support, please call 1300 254 726 or LiveChat (http://ajgrantgroup.com.au/contact/) with our Customer Service Team who are on standby to assist you. For further information on the repair process, please visit <insert link – to be provided> Regards, AJ Grant Building team.
Administration Team to select and send to customer, where applicable
Dear <Customer Name>, the team at AJ Grant Building has received authorisation from your insurance provider to proceed with the repairs to your property. We note you have outstanding maintenance works to be completed at your property prior to the insurance repairs commencing. If you require any assistance with these works, please call 1300 254 726 or LiveChat (http://ajgrantgroup.com.au/contact/) with our Customer Service Team, who are on standby to assist you. For further information on the repair process, please visit <insert link – to be provided>Regards, AJ Grant Building team. NOTE: change to read that we call them to discuss the maintenance works
System Automated every 10 days till customer replies with a Y (Yes)
Dear <Customer Name>, we note you have outstanding maintenance works to be completed at your property prior to the insurance repairs commencing. If you have completed the maintenance works, please respond with a Y and we will contact you to progress your insurance repairs. If you require any support, please call 1300 254 726 or LiveChat (http://ajgrantgroup.com.au/contact/) with our Customer Service Team, who are on standby to assist you. Regards, AJ Grant Building team.
Once we have been advised by your Insurance Provider that your claim can be progressed into repairs, AJ Grant Building will issue you with a copy of the authorised scope of works, domestic building contract (if required) and details on how you can pay your policy excess.
Upon approval of your repairs, AJ Grant Building will issue you with a copy of the authorised scope of works, domestic building contract (if required) and details on how you can pay your policy excess.
Any maintenance works identified at time of assessment, will need to be completed prior to the insurance repairs commencing. For further information on the definitions of maintenance works, please see below.
AJ Grant Building may identify some maintenance at time of assessment to upkeep your property and prevent further damage in the future. Where required, our friendly team will be able to assist you further with any queries you may have about your maintenance work.
Maintenance may be identified as either:
Contributing maintenance?
Any defect that has directly contributed to the damages that the policy holder is claiming for. These are to be completed prior to the insurance works commencing, arranged by the policy holder and completed by a qualified trade.
Non-contributing maintenance?
Any defect found that can cause damage to the property in the future that has not contributed to the damages that the policy holder is claiming for. It is a recommendation of AJ Grant for the policy holder to have these issues rectified before potential damages occur to the property.
If ‘contributing maintenance’ has been identified, this will need to be completed by a qualified trade prior to insurance related works commencing.
If you require assistance for any of the above, please contact
AJ Grant Building
1300 254 726
reception@ajgrantgroup.com.au.
Building Contracts | Home Owner Warranty Insurance (HOW)
We will provide you with a copy of the scope of works, describing the repairs authorised by your insurance company to take place at your property.
Please review, sign and return to AJ Grant Building.
Depending on the State or Territory you reside, the relevant Act (VIC, Domestic Building Contracts Act 1995 – NSW, Home Building Act 1989 – WA, Home Building Contracts Act 1991 – SA, Building Work Contractors Act 1995 – QLD, Queensland Building and Construction Act 1991 – ACT, Building Act 2004) requires AJ Grant Building to enter into a domestic or residential building contract with you to repair your home, including the repairs under your insurance policy. This is because the domestic or residential building contract can only be entered between a registered builder, AJ Grant Building, and a homeowner, you, and not an insurance company.
It is important to note, your insurance company will pay AJ Grant Building to complete the insurance repairs on your home under your insurance policy, including any approved variations to the scope of works.
Please review, sign and return to AJ Grant Building.
Home Warranty Insurance is required for residential building repairs over a particular value, which varies depending on the State or Territory you reside in (except for Tasmania and the Northern Territory where it is not required by law). AJ Grant Building will apply for HOW for building contracts valued at: –
New South Wales & WA: $20,000
Victoria: $16,000
South Australia & ACT: $12,000
Queensland: $3,300
STEP 6
Automated & manually activated SMS’s to customers from Prime, corresponding with customer claim process step 6
System Automated every 7 days
Dear <Customer Name>, the Team at AJ Grant Building would like to remind you that payment of your policy excess is required in order for us to proceed with your authorised insurance repairs. Excess can be paid via our website <http://ajgrantgroup.com.au/make-an-excess-payment/>. If you need support, please call 1300 254 726 or LiveChat (http://ajgrantgroup.com.au/contact/) with our Customer Service Team who are on standby to assist you. Regards, AJ Grant Building team.
System Automated every 7 days
Dear <Customer Name>, the Team at AJ Grant Building would like to remind you that a signed copy of the authorised scope of works and/or building contract is required in order for us to proceed with your authorised insurance repairs. If you need support, please call 1300 254 726 or LiveChat (http://ajgrantgroup.com.au/contact/) with our Customer Service Team who are on standby to assist you. Regards, AJ Grant Building Team.
You may be required to pay an excess as a part of your insurance contract. Excess is due and payable prior to works commencing. AJ Grant Building’s job as the appointed representative of your insurance company is to collect this excess on their behalf. Your excess can easily be paid online via our website – Pay Your Excess. If you require further assistance, please call AJ Grant Building on 1300 254 726 or email reception@ajgrantgroup.com.au.
Once your excess payment, signed Scope of Works and Domestic Building Contract (if required) are returned, we will contact you in 5 to 7 days to discuss your repairs and commence the scheduling of trades to complete the works at your property.
STEP 7
Automated & manually activated SMS’s to customers from Prime, corresponding with customer claim process step 7
Repair Supervisor to select and send to customer
Dear <Customer Name>, the team at AJ Grant Building has allocated a repair supervisor to oversee the authorised repairs to your property. If you would like to know more information about your repair supervisor, <insert supervisor name>, please visit our repair page <insert link to supervisors profile – to be provided>. Regards, AJ Grant Building team
You have now been assigned an AJ Grant Building Repair Supervisor and Claims Assistant who will manage the repairs to your property, including all trades allocated to your job.
STEP 8
Automated & manually activated SMS’s to customers from Prime, corresponding with customer claim process step 8
System Automated
Dear <Customer Name>, the team at AJ Grant Building would like to thank you for allowing us to take care of the repairs to your property. We value your feedback and would appreciate if you could complete a short survey about the service you received from AJ Grant Building <enter link to survey- to be provided>. Thank you for your time and value the information you have provided. Regards, AJ Grant Building team.
Your repairs are now complete, and we thank you for allowing AJ Grant Building to take care of the repairs to your property. A Client Liaison Team Member will contact you and arrange a copy of our Customer Sign-Off Form to be completed and returned to AJ Grant Building, so that we can finalise the job file.
1300 254 726
primesupport@ajgrantgroup.com.au
AJ Grant Building Pty Ltd
NT 246489CU | QLD 1164009 | NSW 131460C | ACT 2007200 | VIC CDB-U 50828 (Domestic) CCB-L 65231 (Commercial) WA BC100480 | SA BLD276718 | T AS 310215462