Make A Claim
No matter how persuasive our marketing is, how enticing our product is or how competitive our price is, the true test of our policy, our service, and our reputation will be how well we handle and settle your claims.
Claims handling is critical. In the first instance, call us. You will most likely speak to either Jacquie (our Claims Manager, who has over 25 years of experience managing Park Home and Leisure Home claims) or Sarah, who usually deputises for Jacquie when she is unavailable. Whoever you speak to will ensure that all the information required is gathered and explained to you. Once all the relevant information has been gathered, your claim will be passed through to a team working on behalf of our underwriters, who will manage the claim and settle directly with you. You can rest assured, however, that Jacquie will be available to discuss your case with you if you have any questions or queries about your claim.
We know that making a claim can cause distress, and we will always try to make things right. We also know that how a claim is managed and resolved reflects on us and the overall quality of our services. We consider claims as an opportunity to demonstrate to you just how good we and our policies really are, and we’ll always ask for your feedback regarding how your claim was handled so that we may improve upon it.
Home Emergency Assistance 24 hours a day – 365 days of the year
Our ‘Select’ and ‘Economy’ residential Park Home policies and our ‘Select’ Leisure Home policy include a 24-hour Home Emergency Assistance service. Depending upon which policy you choose, the cover may include a benefit of up to £1,000 or £500, to cover call-out charges, parts, and labour. And in many cases, the damage is likely to be covered by your policy, which covers, for example, loss or damage caused by fire, storm, flood, and falling trees.
Have a Claim? Fill out the form below:
Will a claim increase my Insurance Premium?
The occasional claim should not impact your subsequent renewal premium. If, however, you make two or more claims within a 5-year period, loading may be applied. If you’re unsure, please feel free to contact us using the button below. Got a question? Contact us below:
Claims Case Studies
Stolen Gas Regulator
Mr Pierce got in contact with us as he had his LPG gas regulator stolen while he was on holiday. When he reached out to us, we organised a replacement as soon as possible so he could get back to normal.
“I would give a first for every question. Also, it is exactly as I would have expected the broker done excellent, and the insurance company lived up to what I expected from them. A good reputation is built up by how the insurance company pays out when the customer has had an experience that puts them out of pocket cheap insurance is easy to get good insurance companies who pay out on genuine claims cost more for cover and pay out without a drama when required.”
– Mr Kenny Pierce
Hidden Leak Damage
Mrs Holden had a leak from her toilet cistern that had been ongoing for a while unbeknownst to her. When she rung up, we escalated her case with Acumen to start work and got her repair sorted quickly and efficiently.
“Unfortunately, I can’t remember whether I initially spoke to Jacquie or Sarah at PB, but from the minute the call was answered, I was immediately put at ease. They took all the details and explained exactly what would happen next, which made the whole process feel so much less stressful.
That same afternoon, Max from Brown & Brown got in touch to let me know he would now be handling the case and that a company called Acumen would be contacting me. He was so helpful and reassuring.
I can’t remember whether Acumen contacted me later that afternoon or the following morning, but either way, it was incredibly quick! A lovely lady called Kate got in touch, introduced herself and explained the next steps. She arranged for a surveyor to come and look at the damage, as well as a company called SH Caravans to assess the work that needed doing. Everything was booked and confirmed with me and arranged for times that were convenient.
The surveyor was lovely, as was Spencer from SH Caravans. Once Brown & Brown accepted my claim, Spencer kept me updated with possible dates and timescales right up until the work started.
As I had to move out while the work was being done, Kate at Acumen dealt with the payment for my accommodation really quickly, which was a huge help.
Once I’d moved out, Spencer gave me daily updates on how everything was going. The work was supposed to take around two weeks, but they actually finished ahead of schedule. My neighbours told me Spencer and his team were working from dawn until dusk, and it certainly showed!
I was absolutely delighted with the work when I returned. I honestly can’t thank everyone involved enough. Every single person was friendly, helpful and went above and beyond to make the whole process as easy as possible.
What a team! I would definitely recommend them.”
– Mrs Ruth Holden
More Claims Testimonials
Kenny P. – Claim on Policy
I would give a first for every question. Also, it is exactly as I would have expected the broker done excellent and the insurance company lived up to what i expected from them. A good reputation is built up by how the insurance company pats out when the customer has had an experience that puts them out of pocket cheap insurance is easy to get good insurance companies who pay out on genuine claims cost more for cover and pay out without a drama when required.
Pauline and David Perrins – Claim on Policy
But seriously, thank you very much indeed for your prompt & efficient response to the case of the lost teeth. We have no problem recommending your company to other park home residents & will let them know how straightforward making a claim
on their insurance, should they need it, is.
Linda – Claim on Policy
Jacquie was amazing from start to finish, such a lovely, understanding lady she took into account my feelings, and she kept me informed of how things were going.
I am a very happy lady with a beautiful bathroom again. Thank you.
Mrs RR Meadows – Claim on Policy
Once again, you excelled in your promptness and professionalism. I had trouble getting replacement doors, but you were so helpful. I was beginning to get stressed. The company that fitted them were so polite and professional; I couldn’t fault them. I would highly recommend your services. I’m a very happy customer.