Frequently asked questions
How did you get my details?
You have lodged a claim with your insurance company or broker and they have appointed us to inspect the damage and provide them with a brief description of our findings, including estimation for repairs. Two panel builders are generally appointed to inspect the claimed damage, therefore you may receive a call from another builder wanting to attend and inspect the claimed damage also.
LBG have looked at the damage, what happens how?
Following our initial inspection of the damage and upon returning to the office, we will provide your insurance company with a detailed description of the claimed damage and provide an estimate, quote or report as required.
When will the repairs start?
Once our estimate, quote or report is submitted to your insurance company, we are in their hands. We are unable to proceed with the repairs until we receive their further instruction. Upon receipt of the authorisation to proceed with repairs from your insurance company, we will contact you within 24 hours to notify you that we have been authorised to commence repairs. You will then receive from us our Client Pack/Information Pack containing the following forms which will need to be signed and returned prior to repairs commencing:
– Authority for Commencement of Repairs & Rectification Works
– Payment of the Excess (where applicable)
– Policy Excess Payment Form
Note: In some instances a building contract and insurance may also be required. You will be notified accordingly if this is the case and the contracts will be issued with the client pack/information pack if they are required.
How do I know if I have an excess and how do I pay?
An excess invoice will be included in the Client Pack/Information Pack. If there is no excess in the Client Pack/Information Pack, you do not need to pay your excess to us. If an excess payment is required, this can be made by cash, cheque, money order, direct debit or credit card. Please note that a 2% merchant fee applies to Credit Card payments.
How long will the repairs take?
Upon receipt of the required documentation, including your excess payment (where applicable), works will be scheduled accordingly. At this stage, it is difficult to give you a time frame as it depends on the extent of the repairs and if any specialised products or services are required. Timeframes are generally provided on a case by case basis and this is best discussed with the supervisor handling your claim, or your client manager.
Repairs are complete; what happens now?
Included in your Client Pack/Information Pack is a certificate of satisfaction for you to sign and return. This form is required as soon as possible as this will complete and finalise the claim for both parties. Additionally, there is a survey questionnaire and a photo consent form enclosed. We greatly appreciate your feedback and would appreciate you taking the time to complete and return the survey questionnaire along with the certificate of satisfaction. Should you agree to have before and after photos of repairs posted on our website for advertising purposes, please complete and return the photo consent form.
Please note: Your personal details – e.g. name, address, telephone number, etc. will not be included with any photos posted on our website under any circumstance.