Structured to support your business

As a service business, the Castelan Group is designed for flexibility. We have structured the way we work and our resources to enable us to meet your requirements effectively, efficiently and to the highest professional standards. Our people, our IT and our procedures can be relied on to achieve your ambitions for the very best in claims handling and administration.

Managed for your success

With all our clients, we appoint a Castelan account manager to be the central pivot for management communications. His or her responsibility is to oversee and quality control all aspects of work undertaken on your behalf and ensure that everything is handled according to plan.

An extension of your business

Castelan people take pride in representing your business. We never forget that we are talking to your customers. That’s why our training ensures our claim handlers know all the relevant details of your products. It’s also why our IT interface highlights your business name as soon as a customer’s claim reference is called up on screen. Our philosophy is that we are not simply handling a claim; we are actually part of the customer experience.

Compatibility with your IT systems

Castelan IT is designed to enable compatibility with the systems operated by our clients. This is clearly illustrated by the way we manage first year claims for one of our electrical goods clients. Within the process, our claim handlers access the client’s own system for customer information and deploy service requests to the client’s own field engineers. We are also connected with the client’s engineers’ PDAs to receive the latest call reports.

You choose how to register

When one of your retail staff sells a warranty or issues a product guarantee you can register it with us through a number of different ways:

• If you operate a paper-based system you can post or fax the relevant copy to us and we will manually input the details onto our system.
• You can go online to our web-based client portal and enter the details directly onto the Castelan system.
• If you operate your own computer-based system, you can enter the details into your system and then simply send us a file transfer. Our system has extensive compatibility and we accept files in virtually any format.

The same choices apply if the need should arise for you to cancel a warranty or product guarantee. 

Whether for registration or cancellation, your instruction is judged to be active from the moment we receive it.

Castelan’s linked-in processes

Our technology is fully linked-in to ensure maximum efficiency throughout the customer care cycle. For instance, our furniture field service engineers all carry PDAs that automatically upload customer call reports onto the main Castelan Group system every five minutes. In this way we always know the latest status of any transaction and can respond knowledgeably when talking to customers.

Client portal for increased efficiency

As an aid to your own efficiency we operate a web accessible service portal. This enables you to log into some parts of our system online and so be directly involved in the claims process.

Detailed management information

Our management information and reporting enables you to analyse claims and the cost of those claims in a single retail outlet or across a network of outlets. You can analyse your whole product range or look at individual product lines. Our reporting also helps identify any root cause faults that may be occurring.

What is important about Castelan management information is that you choose how much detail you want and when you want it. Similarly, depending on your preference, the reports can be provided as hard copy, as email attachments or for access online via our service portal.

In-house quality monitoring

At Castelan we believe we have established the right systems and procedures, and employ the right people, to provide your customers with an exceptional claims experience. But we don’t leave anything to chance. As part of our quality monitoring we listen to calls for training purposes, we contact some customers after resolution to ensure their satisfaction, and we also regularly conduct work in progress audits.

Multi-dimensional claims handling expertise

The Castelan Group business is founded on expertise in handling first year guarantee and warranty claims. However, our skills and resources are flexible. We could, for instance, support you for other forms of claims handling such as home, office or commercial insurance.

Services for third party administrators

In the unfortunate event of a business closure, Castelan can provide first year claims and ongoing warranty management services to support the activities and legal duties of administrators, credit card companies and insurers.