Q. What happens after my claim to the Insurance Company? A. Your Insurance Company contacts us to arrange a survey to be carried out on their behalf. After the survey is carried out (usually within 48 hours), a report, detailing all necessary repairs to your property is then forwarded to your Insurance Company. Once authorisation has been received, works are provisionally planned out and the Works Authorisation and Policy Excess (where applicable) along with the material choices form and unpriced “Schedule of Works” is sent to you. Q. When will I next hear from your Company? A. We will contact you as soon as we receive authorisation from your Insurance Company. In the meantime, feel free to contact us on 01772 816220 if you have any questions or queries. Please note that unfortunately we are not able to book in repairs until we receive authorisation from your Insurance Company. Q. How do I pay the excess fee charged by my Insurance Company? A. The excess fee is payable prior to works commencing. We require payment by cheque or postal order, made payable to Hawthorn Estates (NW) Ltd and sent to Express House, Church Road, Tarleton, PR4 6UP. (We suggest that you do not send cash through the post) Q. Will my Insurance Company pay for “betterment”? A. Your Insurance Company will only pay to restore your property to pre-damage condition, if you wish to pay for betterment, please advise your Claims Co-ordinator, however we can’t guarantee availability for additional work requirements. Q. When should I start looking for materials i.e. laminate flooring, tiles etc? A. We require your material choices form at least 5 working days prior to works commencing. Please also bear in mind that the works start date will depend on the availability of the items you choose. Q. Where should I look for my materials? A. We have accounts at most major suppliers, however, if you have a specific request we will try to accommodate you. Please be aware that if you choose an item/s from a supplier that we don’t have an account with this may lead to delays in your claim. Q. Complaints Procedure A. If there is anything that you are not satisfied with during the process of your claim, please call our Head Office on 01772 816220 and we will endeavour to ensure that your issues are addressed promptly and the repairs are completed to your satisfaction.