frequently
asked
questions

Are you replacing carpets and curtains?

FSH Maintenance deals with Building Insurance only. Carpets and curtains are classed as Contents items and should therefore be discussed with the broker dealing with your contents claim.

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Can I have a survey at the weekend/ after 5pm / before 8am

FSH Maintenance work Monday to Friday 8am through to 5pm, appointments outside these timescales are not generally available.

Should this prove a problem, please speak with the claims team on booking your survey appointment.

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Can I pay my excess at the time of survey?

FSH maintenance will not request payment of your policy excess until your claim has been approved. On rare occasions some perils may not be approved by the broker as an insurance claim.

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Can you carry out work on a private basis in conjunction with my Insurance claim?

Yes, FSH would be happy to quote for additional repairs on a private basis, please do not hesitate to notify the surveyor at the point of survey, in order that he can report on the additional work and provide costings to you in a timely fashion. Alternatively please advise the claims team, who can arrange for a quotation to be drawn up for you.

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How long will my claim take to authorise?

It is impossible to give an exact timescale as each claim is based upon its own merit. Timescales can be dependent on the size of the claim and the client involved. Larger claims that are referred to Loss adjusters, generally take longer to authorise than smaller claims that fall within a certain limit delegated by the client. The surveyor will collate his report and pass this onto the administration team to process and send to the client, this takes a couple of days. It is then up to your insurance company to authorise the claim. Rest assured that our administration team are proactive in chasing the client for the authority on your claim at regular intervals.

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How long will the work take?

This again depends on the size and type of claim, along with the availability of tradesmen and materials required.  Each instruction is booked upon its own merit; the claims team will happily discuss timescales with you on receiving the claim authority.

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I leave for work at 7am; will your workmen arrive before this time?

Due to travelling time and the large geographical area we cover, FSH cannot guarantee to be at your property for such an early appointment. Access arrangements can be discussed with you at the point of booking in tradesmen.

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Is the claim Authorised yet, when will you be coming to do the work?

When we receive the authority to carry out the repairs to your property, the claims team will contact you directly to advise as such. The start date will depend on the size of your claim, delivery times on materials required to carry out the work, along with the payment of any necessary excess payments. The first available start date will be offered to you, timescales and job durations will be discussed with you once the authority has been received.

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What happens if the artex tests positive for Asbestos?

Both the client and yourselves will be notified of the result, we will then refer to our Asbestos removal specialists who will quote to remove and dispose of the artex safely. These costs will be referred onto the insurance company for approval; this may mean a short delay in works commencing. Once the cost has been approved, the removal specialists will be appointed to remove and dispose of the artex safely. Reinstatement works by our tradesmen can then follow.

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How long will the work take?

This again depends on the size and type of claim, along with the availability of tradesmen and materials required. Each instruction is booked upon its own merit; the claims team will happily discuss timescales with you on receiving the claim authority.

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Why can you not start work until a dryness certificate is received?

Drying companies are appointed to properties significantly damaged by water; these properties can often take a long time to dry out sufficiently.

By waiting for a drying certificate we have the assurance that the property has been dried out to its pre loss condition and is therefore safe to reinstate. Plaster and decorations can be significantly damaged should they be applied before a property is declared dry.

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Why do we have to move the furniture?

FSH wants to complete the work to your property as efficiently and cleanly as possible. To make this achievable, the rooms should be as clear as possible giving the tradesmen the optimum access to complete the work to your property competently and to a high quality. By asking you the policyholder to remove the furniture prior to our attendance, means the tradesmen have more time to complete the work upon their arrival.

We also have tradesmen health and safety obligations to meet, in terms of heavy lifting. By requesting you relocate your furniture significantly reduces the risk of damage to furniture items during our works.

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Why do you test Artex for asbestos content?

Health and Safety Legislation now states that all artex predating 1999 should be tested for asbestos content. This is due to minimal amounts of asbestos being added to the Artex compound. Please do not be concerned as any Asbestos additives are minute and the vast majority of tests carried out return negative.

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Why is the woodwork not authorised to be repainted when the rest of the decoration is?

We cannot guarantee that woodwork will be covered under your insurance claim; this is because many insurance companies believe that woodwork cannot be significantly damaged by most insurance perils.
We will include the cost of decorating the woodwork on most claims, however it is up to the client’s discretion to authorise this. We will notify you in advance if the woodwork is not covered under your insurance claim.

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Will you protect my carpets and furniture?

FSH will make every effort to protect carpets and furniture with dustsheets. However please note that you will be requested to remove all large items of furniture/ornaments/pictures/electrical equipment such as computers where possible. We cannot accept responsibility for disconnecting computer, Hifi, home cinema equipment. Should you be unable to do so, please discuss this with the surveyor at the time of survey or the claims team, in order that arrangements can be made to assist you.

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