Customer Bill of Rights
1. You have the right to have your telephone call answered by a live Representative when you call:
Often, we forget that someone always picking up the phone when we call makes us feel valued and that we can rely on the person on the other end to be there when we need them. We strive to have the right people in the right places at all times. By scheduling our resources in a timely fashion to field large loss claims or staffing a queue with expert estimators for small expedited claims, we will answer. An Account manager is always available during business hours to answer your questions, find you someone to take your call on the fly or simply let you know when to expect your claim back. We are there!
2. You have the right to a dedicated point of contact:
The needs of our clients come first. Our account managers are staffed to handle your inquiries, and while there will be backup people, you will have a specific person responsible for the relationship. Your business is our business, and we work diligently to ensure your claims are returned on time, your phone calls are answered expeditiously, and you have everything you need to service your customers.
3. You have the right to a professional, polite and engaged Representative:
InfraWare team members will be dedicated, friendly and helpful professionals who help you get your work done as quickly and efficiently as possible. Unlike other contact centers, our specialists will ask you questions, probe for more information and accurately transcribe your contents. The result is fair and accurate pricing, applying your own work rules. We care for your adjusters so they can care for your customers.
4. You have the right to prompt service:
Receiving a prompt response from any kind of service provider helps build client confidence. It shows the client how the service provider cares. Be it by email, phone call, text message or the next wave of business communication, we strive to make sure all client communications are answered as quickly as reasonably possible.
5. You have the right to flexible call in times that fit your schedule:
We understand that not everyone operates from 9-5. We want to be available when our clients need us so we staff resources from 8 AM to 8 PM to accommodate every U.S. time zone. Your time is precious and we want to make sure that your time is spent with your customer and not waiting on the phone.
6. You have the right to receive your inventories back within the agreed upon time frame:
InfraWare representatives know how important it is for you to get your work done, and we work tirelessly to ensure that we honor our commitments you. We work hard to make sure that you have more time to spend with your customer without wondering when you will receive your claim back. We will not rest until we make sure that our work is done so you can complete your work.
7. You have the right to receive your inventories back completed in the format of your choosing:
We understand that you have a set way to conduct business, and that already includes your internal documentation or workflow system. To make sure you get the outcomes you need, we will return completed work in the format you need.
8. You have the right to expert pricing completed by a professional:
All estimators are individually trained Contents Property Estimators. Training consists of QA coaching, reviewing, mentoring our estimators for accurately recording and pricing insured content items for replacement, cleaning and restoration. Our professional estimators assist adjusters in the field with live voice to voice transcription and prompting adjusters for complete information to accurately price an item. Our team assists adjusters in the field with live estimation for the adjuster to settle claims on the spot with homeowners. Our estimators use the newest estimation technology and resources to insure pricing reflects true costs from major retailers and web-sourced vendors. Price lists are per zip code and update every month. We promise to deliver exceptional value on all services we provide. It’s what we do.
9. You have the right to spend your time focusing on your customers while we focus on the Contents:
By ensuring the accuracy of our work via our well-trained quality assurance staff, quarterly audits & extensive new employee training, we enable our clients to spend minimal time reviewing completed assignments. This level of attention to detail not only helps to build confidence with our clients but also leads to a meaningful time savings. We help your policyholders get their life back quickly after a loss, building customer loyalty.
10. You have the right to a high quality work product:
When InfraWare guarantees 99% accuracy, we do multiple things to ensure we hold ourselves to this standard. We audit estimators’ files once a quarter. However, before a file gets uploaded to the insurance company, either an Account Manager or QA will review the files to ensure accuracy. If there is ever a question of how accurate a claim has been priced, we remain in contact with the parties involved, such as the adjuster and their supervisor, and perform an audit of the file. We go line-by-line through a claim to ensure we have been adhering to the set rules from each Insurance company. If there are any issues, we will fix any errors, review the file again, and make sure it goes through the correct people to return to the adjuster. We also take the estimator who made the mistake and completely audit their next few files, to ensure accuracy is their priority. Once their work is found to be at least 95% correct 5 claims in a row, then we can trust they’ll be delivering the quality our accuracy guarantees.
11. You have the right to domestic workforce based solely inside of the United States:
InfraWare is proud to staff qualified, dedicated individuals to handle your claims. We are rich in experience in our field and promote from within so that whomever you talk to, from top to bottom, knows how to help. We are proud to have a knowledgeable team to handle your business from coast to coast. Domestic service and data processing ensures your data is safe.