Introducing: Claim Experience Guarantee
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At Pembridge, we are always exploring ways to introduce new and innovative products and services. We want to provide tools to help you sell Pembridge and add value to your customers. On May 1, 2019 we introduced a new service and promise to your customers – the Pembridge Claim Experience Guarantee.
We have confidence in our claims service and want Pembridge customers and potential customers to see our customer-focused commitment as a differentiator versus our competitors. The Claim Experience Guarantee is our promise to your customers that we stand behind our claims service, and guarantee their complete satisfaction with all aspects of the process. From claim reporting to vehicle repairs, if your customer feels we haven’t provided professional, friendly and efficient service, or quality workmanship, we will make it right!
In the event that your customer is unsatisfied with certain aspects of the repairs made on their vehicle, or any of the related service they’ve received, be it from their adjuster, the repair service or repair quality on their vehicle, we will credit their policy in the total amount of premium charged for the vehicle involved in the loss. There’s no limit applied – just our promise that if something goes wrong, we will do our best to make it right!
Eligibility Guidelines
All personal vehicles listed on Pembridge policies, including Recreational vehicles, are eligible for the Claim Experience Guarantee. This feature is automatically included on Pembridge Automobile policies as of May 1, 2019. There are a few rules and requirements that must be met in order to invoke our Guarantee:
- The claim needs to involve damage to the vehicle that is covered under their policy. The claim status must be closed and we need to have made a payment on the claim, either directly to the customer or on their behalf to the repair shop, bank or financing company, etc.
- Only repairs completed by one of our preferred PRO shops are eligible. If your customer choses to have the vehicle repaired elsewhere, dissatisfaction with repairs will not qualify, but the guarantee is still available for all other aspects of the claim experience.
- The customer must be dissatisfied with some aspect of their experience involving the repair of their vehicle. They don’t need to prove to us why they’re unhappy – they just need to provide a few details about what made experience unsatisfactory, so that we have the opportunity to implement necessary improvements to our process.
- The customer must provide written notification to us regarding the experience within 180 days of the date the loss occurred. Please note the Guarantee may only be invoked once during the policy term and per vehicle.
Complete details of the Claim Experience Guarantee are now available on our website, including the Guarantee’s Statement and Guidelines, FAQs and a Consumer Feature Sheet which you may use to facilitate conversations with your customers about the program.