Customer Service

Our Customer Service Team has the proven experience and capabilities to deal with all aspects of customer, client and staff liaison to create a seamless repair experience. Our Supervisors log jobs from the insurers, book the appointment with the customer, coordinate diary bookings for Estimator/Supervisors, update client systems and act as the first point of contact, successfully resolving queries and triaging complex matters for a speedy resolution. We believe we have gathered the best team in the industry.

Estimating

By virtue of our technology-enabled workforce our Estimators attend their bookings and using our industry-leading estimating system, they return the job from the field. Back at the office their assessments, quotes, and reports are audited and uploaded onto the Insurer’s systems, ensuring industry-leading lifecycles and multiple points of contact for each claim.

Specialist Reports

By virtue of our extensive and vetted trade base across the state, AllSafe WA is able to provide Specialist Reports for Electrical, Plumbing, Roofing, Flooring, Swimming Pool and virtually any matter that is encountered within an insurance repair. Knowing there are 125 skillsets that are required to complete all facets of an insurance repair, we have specialists in every skillset that are able to assess and report on the causation, the resultant damage and provide an insight into the best method of repair or replacement if that is required

Construction

With fulltime Supervisors, all Make Safes and repairs are coordinated and managed by qualified professionals. It is these local Supervisors who are the face of AllSafe WA for the customer, client and our trades alike.

Catastrophic Weather Events

Having attended many of these events AllSafe WA has a ready response capability that mobilises staff and logistics to support our local staff and trades anywhere in WA. 

Our process

Once repairs have been authorised:

  – An AllSafe WA Supervisor contacts the Insured to introduce themselves and advise we are the authorised repairer managing their repairs and to arrange commencement and estimated completion dates (subject to materials, weather conditions, etc.).

 – Works commence – a Site Supervisor is allocated to ensure quality and smooth progress

– AllSafe WA stays in regular contact with Customer, including the first day of work, before and after each Trade, throughout the entire process.

Any changes or issues to schedule (such as delays in external painting due to rain) are communicated to the Customer as soon as they are identified by AllSafe WA and the Supervisor. We will also notify the Client of any changes to the schedule by phone and email.

If there is any unforeseen damage discovered during the repairs AllSafe WA will notify the Client to discuss and if required a variation submitted for consideration.

Once the variation decision has been determined the repairs can resume. During the repairs process, we require each Trade to supply us with their safety forms completed and a Customer satisfaction certificate signed to confirm that they are satisfied with the repairs to date. This ensures that if any issues are raised, they are successfully and rapidly resolved. Repairs complete – AllsafeWA contacts Customer for final Customer satisfaction check with Supervisor. Once the customer is completely satisfied AllSafe WA will notify the Client by phone and email/upload the signed documents including photos of the finished repairs to the Client.