Founded on experience and expertise

The experience and expertise of a team of dedicated warranty professionals is at the heart of the Castelan Group.

Way back in the mid 1990s senior executives began developing the retail warranty and claims handling business model that is now proven to be so effective. It was their marketplace acumen that recognised the growing consumer demand for extended product warranties. And it was their operational capabilities that showed how claims could be resolved efficiently by combining bespoke IT with telephone claims handling and networks of mobile repair technicians. Above all, our executives recognised that a warranty and claims handling business could be successful if it was built on a culture of quality and an ethos of ‘fair to all’.

From those early days, the team stayed together and developed the business model through ever increasing degrees of sophistication. The original company they were part of was acquired in 2002 and funds were made available for expansion into new areas. In 2011, the team organised a management buy-out and established the Castelan Group.

Continued growth

Castelan is growing from strength to strength. We have committed employees, our resources have been further enhanced and, most importantly of all, our clients are reaping the benefits of the products and services we provide to add value to their businesses.

Today, Castelan manages an average of 3,000 furniture and electrical claims each week and our claims centre handles approximately 250,000 customer calls a year.

End-to-end solutions

A key feature of the Castelan service is that it has been designed with the flexibility to meet your exact needs. We can support you with a complete end-to-end solution including product warranties, first year and warranty claims handling, nationwide mobile repairs and customer care kits. Alternatively, you can opt for individual elements to integrate with your existing capabilities.

Leading edge IT

The strength of Castelan IT is that it has been tailored by our in-house experts to not only support our own operational needs, but also those of our clients. It is fast, efficient and has a user-friendly interface that enables instant access to customer information and service schedules.

Importantly, Castelan IT is compatible with most other business systems in common use. This enables trouble free integration with systems operated by our clients and allows the secure exchange of data, management information and field service communications.

Comprehensive management information

Castelan management information and reporting enables you to easily visualise the impact of claims on your business. You can look at claims and their cost in a single retail outlet or across a network. Similarly, you can analyse individual product lines or your whole range. Our reporting also helps identify any root cause faults that may be occurring.

Conveniently, with Castelan management information you can choose how much detail you want and when you want it. The reports are available in hard copy, as email attachments or for access online via our service portal.