Expert care at the first point of contact

We are acutely aware of the importance of first impressions. That’s why Castelan Group claim handlers are not only friendly and polite, but also technically astute. The combination of skills enables many customer queries to be resolved on the telephone. If the problem is more serious, we deploy the assignment to our networks of field technicians. In all instances, our goal is to deliver an acceptable resolution as quickly and efficiently as possible.

For claims and contract repairs

The Castelan Group’s care and repair capabilities were established to resolve claims against first year guarantees and warranties. However, you can also access our service and technical expertise to support your non-guarantee and non-warranty customers on a contract repair basis. In all instances, the first point of contact between Castelan and the customer will be our dedicated teams of telephone after sales support claim handlers.

Castelan is fair to all

Treating customers fairly is at the heart of all we do. Our claim handlers are very personable and by nature will empathise with a claimant. Yet they are also methodical. Each claim handler understands the details of the first year guarantees, warranties and contract repair agreements they are acting within and also the products they represent. As such, they will politely gather details in order to verify and, where appropriate, validate the issue before actioning a resolution.

Easy claim processes

We make it easy for customers to deal with Castelan. First year guarantee and warranty claims can be lodged online from a PC, laptop or smart phone, they can be faxed to us, sent by post as a hard copy or notified to us by telephone.

Similarly, as a client, you can use your preferred choice of communication media to instruct us to resolve an issue within the scope of your contract repair agreement.

Knowledgeable claims handlers

All our claim handlers are trained in the products they represent to ensure a knowledgeable response when talking to customers. Our people know what questions to ask and, from experience, the answers they are likely to receive. This enables them to make an assessment and resolve the issue on the telephone or forward the matter to our field technicians for repair or replacement.

Furniture repair expertise

Claim handlers in our furniture teams are knowledgeable as to what can and cannot be done to restore a damaged piece of furniture, a bed or a carpet. They have hands-on experience of repairs and stain removal and can describe to your customers the processes and limitations involved. Managing expectations in this way is an important part of achieving a mutually acceptable resolution.

Electrical goods know-how

One of our training rooms is equipped with clients’ electrical goods that our claim handlers operate to gain hands-on experience. We also create algorithms for our claim handlers to help them define a fault during customer communications.

With electrical goods, we have found that our ability to explain on the telephone how to correctly set up and use a product often remedies what the customer originally perceived as a mechanical fault.

Speedy validation and resolution

For first year guarantees and warranties, our target is to validate or reject a claim within 24 hours of notification. If the claim is rejected, your customer can expect to receive a letter confirming our decision within three days.

If an issue is validated for potential repair, whether within a first year guarantee, warranty or contract repair agreement, we will contact our field engineers within 24 hours and expect an engineer to have attended the customer within three days.

If product replacement is the only solution, we will organise a like for like replacement as quickly as the manufacturer is able to make delivery.