Customer experience will be at the heart of study

How to manage customers’ expectations when handling a subsidence claim will be one of the key themes in this year’s Subsidence Forum training day at the Building Research Establishment, Watford, on October 10.

Speakers will look at how subsidence affects homeowners, the issues that can arise during the progression of a claim and why claimants’ reactions and expectations differ from those with more minor claims.

Topics covered also include treating customers fairly and the role of the broker in subsidence claims, developments in the joint mitigation protocol with the London Tree Authority and claims management in a surge situation.

Forum Chairman Rob Withers comments: “We’re focusing on the customer experience more than the technical aspects, as these claims can be an emotional roller-coaster for customers and we want to ensure the industry is equipped to deal with their lows as well as highs."