By being in total control of the claims process, offering in-house services and manufacturing and only providing directly employed people we can truly deliver on what we promise.
Using our own nationwide Surveyor network, Martindales has extensive experience in the glazing sector.
Since its formation over 30 years ago, Martindales has carried out well in excess of 1 million repair or replacement projects covering UPVC, timber, aluminium and steel products.
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Our service capability includes the following in-house services:
Every customers’ needs are different and Martindales has the capability to meet the widest and most varied range of requirements.
Our custom-built manufacturing facility enables us to produce a vast number of different products to the most exacting quality standards. This includes energy efficient double glazed units and windows, doors and conservatories in PVCu, aluminium and timber.
Many homes, both traditional and modern, benefit from more bespoke timber products such as doors and sash windows. Replacing these can prove a headache for many companies who only have the ability and desire to sell you a mass-produced, ‘off the shelf’ replacement.
Not Martindales. Our joinery facility sees time-served craftsmen recreate the most intricate and bespoke doors and windows in all types of hardwood and softwood, to ensure a perfect match to our customer’s existing installation.
We even benefit from the services of an in-house engineer, who can manufacture identical replacement parts for obsolete components such as locking systems, minimising inconvenience to customers and controlling costs.
For products that fall outside our extensive manufacturing capability we have many well-established relationships with both national and local suppliers.
And for over 25 years Martindales’ reputation for capability, quality and value has been forged around our repair capability – still the most extensive in the insurance market and evidenced by our own customers’ feedback and data.
At Martindales we recognise that our reputation is built on the experience our customers receive at every stage of the claims process.
That’s why the Martindales team is made up of directly employed, highly experienced and fully trained staff to serve your needs from our first contact with you to completion of the work.
Our Customer Contact Centre provides a professional and reassuring first point of contact for customers and insurance providers, with the latest call management technology and case management systems enabling our experienced customer service advisers to provide up to the minute information and support.
Martindales’ surveyors are suited professionals, experienced in visiting homes and business premises and empathising with the customers in what can be the traumatic circumstances of a break-in or other loss.
Expert installation staff are on hand to carry out the repair or replacement work, utilising a wide range of skills and extensively equipped to get the job done with minimal inconvenience.
For peace of mind all our surveyors and installation staff are CRB checked and wear ID cards at all times. Our installation teams wear liveried uniforms and drive Martindales branded and tracked vehicles so you can be sure of who is attending your property.
Treating customers fairly is central to Martindales culture and influences everything we do.
From managing expectations over the telephone to sharing practical advice through our detailed Customer Care Guide – our aim is to provide customers and clients with clear and helpful information at all times. This includes providing our Web Portal – providing customers and clients with 24/7 access to key information on the progress of a Martindales managed claim.
The interests of customers are given absolute priority in all our processes, including the provision of a Priority Customer Care Line to enable customers to gain immediate assistance should they feel that they require additional support.
Customers are given the option of receiving a SMS text message to remind them of a forthcoming appointment – a service that can be particularly useful for people leading increasingly busy lives.
Our surveyors provide customers with honest assessments of whether a product can be repaired and of appropriate replacements on the market.
We recognise that things don’t always go to plan but we will do everything possible to minimise inconvenience. Our surveyors and installation teams will ring ahead if running late and can agree to call customers in advance of an appointment if they need to leave work.
And we want to know what our customers think of our service, which is why we leave every customer with a Customer Feedback Card to provide their views on their experience.
At Martindales we believe in getting things right first time…every time.
And that’s why every aspect of the service we deliver is closely and centrally controlled from our Head Office hub. This allows our nationwide network branches to focus on doing what they do best – delivering quality repair and replacement services to our customers.
Centralised control also means that workloads are managed evenly and effectively across our branch network, ensuring a consistent service anywhere in the country.
And in times of surge our detailed knowledge of available capacity and capability across the UK enables us to tailor our support response to meet demand.
Accuracy is key to getting our customer’s properties back to their pre-loss condition as quickly and conveniently as possible. That’s why Martindales employs a nationwide team of expertly trained, specially equipped surveyors to assess any damage and determine the appropriate repair or replacement action.
And all our branch and field-based staff are incentivised to achieve one objective only – to repair or replace damaged items and get it right first time. Not to finish the job early, not to sell products – but to get the job right. So you can have every confidence that decisions affecting the appropriate course of action are being made for all the right reasons.
It’s just another example of control being key to how we make things right for our customers.
Innovation at Martindales doesn’t just stop at our state of the art manufacturing facilities or repair techniques.
Our bespoke claims management system gives a total view of all aspects of the claim lifecycle and our client and customer web portals enable 24/7 access to claim information.
Hand held palmtop devices allow our surveyors and installation staff to view & record key information, at the same time protecting personal customer data through advanced security measures.
The latest in call management technology enables our staff to deliver a first class customer experience and manage call volumes efficiently.
And our survey self-booking tool recognises customers’ busy lifestyles, enabling them to select a survey appointment online at a time to suit them.
Our aim is simple – to be recognised as the industry’s most innovative and transparent supplier, delivering great value claims services.