How We Deliver Our Service

How we deliver our service

 

At Lanes Assistance Services, our standards are high. We don’t compromise when it comes to quality of service, and below you’ll find interesting facts that go some way to explaining why we’re so good at what we do.

 

Cradle to grave: our claims handlers manage a case from beginning to end. At any point during a claim, you’ll always know that one person knows the case inside out and holds all the relevant information.

 

Satisfaction guaranteed: customer satisfaction surveys are carried out at completion of every project.

 

Independent assessment and audit: an agreed percentage of all projects undergo site audits by an independent specialist, whilst other inspections are carried out by head office managers. We don’t operate a regional manager model.

 

Safety first: safety visits ensure that contractors comply with HSE guidelines and protect customer / policyholder and general public.

 

Customer service: with excellent levels of customer satisfaction, policyholder retention and client approval, our complaint ratio is less than 2% (including unjustified complaints).

 

Open book: we are happy to work to a client’s delegated authority, and provide a web-based claim management system which clients can access in real time, anytime.

 

24/7: our in-house claims handling centre operates round the clock and provides a free out of hours service when our network is carrying out the repair.

 

Peace of mind: by achieving service levels consistently we minimise stress and inconvenience for the customer / policyholder.