Addept Insurance launches digital-first home emergency services

Addept Insurance Services has expanded its portifolio with the addition of digital-first repair contractor solutions for homeowners and landlords.

Called home emergency rescue and let emergency rescue, the offering utilises online access and video conference tools to reduce delays and speed up delivery.

The firm designed and developed the proposition to focus on improving the customer experience by allowing customers to access to the product via an online application.

It has also secured its first home emergency rescue scheme with digital niche personal lines broker Ceta Insurance.

Richard Finan, managing director at Addept Insurance, said: “The home emergency market has historically performed poorly in terms of customer service ratings.

”This is in the main because of the providers’ reliance on the call centre model and the challenges in contractor availability especially during surge events.

”By adopting a digital-first approach we can remove call centre volumes while increasing the service’s capacity to focus on contractor deployment and improving customer experience and control service costs.”

How does it work?

Via the firm’s new offering, all of the claims are triaged and, where appropriate, a video call with an engineer is arranged to assess the problem and attempt to fix the customer’s emergency without the need for onsite attendance. 

Where a remote fix is not possible, a fault can be diagnosed and arrangements will be made for an engineer to attend the property.

Addept said that it is ”focused on the continual development of home emergency rescue with innovative solutions to address loss of wifi, electric vehicles charging station and alternative heat source issues being developed”.