ProBuild understands the importance of meeting and exceeding performance standards for both our clients and IO’s. We are committed to delivering a measurable improvement to the entire management and reporting process associated with all claims.
At ProBuild, we apply the following industry leading KPI targets. We have a culture at ProBuild whereby team members not only want to achieve the below targets but aim to consistently exceed them.
|1||All claims received are logged with ProBuild within the EnsureFlow system||Within 1 hr|
|2||All customers are contacted by ProBuild office staff after receipt of claim||Within 1 hr|
|3||A Building Estimator is appointed and a site visit is organised (subject to Customer availability)||Within 1 hr|
|4||Our Estimator visits site||Within 72 hrs|
|5||Submits repair quotation to Insurer||Within 72 hrs|
|6||On authority from the Insurer a ProBuild claims manager will contact the client to inform them of the authority and advise that paperwork will be sent along with a contract (if applicable)||Within 24 hrs|
|7||On receipt of excess, contract and signed authority from the IO a ProBuild Building Supervisor and jobs manager will be allocated to manage the job from beginning to end||Within 24 hrs|
|8||Construction commences with every customer receiving regular and frequent: |
1. On site contact and communication with assigned licenced Building Supervisor
2. Telephone contact from the jobs manager on every step of the job
3. Access to, and updates within, the Ensureflow job management system
|9||On completion of building works, the customer is contacted and a signed or verbal release is obtained to ensure customer satisfaction with works completed||Within 24 hrs|