A broker can help a client understand the insurer’s claim instructions and identify who is responsible for each next step. A repair contractor can then review the authorised physical work, prepare a scope or quotation where requested and carry out only work that has been approved. The broker, insurer, assessor and contractor have different roles.
Make the handoff explicit
Before repair coordination begins, record the property location, claim reference through the insurer’s approved channel, affected areas, claim status, access needs and the name or role of the person authorised to approve the repair scope. Avoid sending policyholder identity or claim documents through an unapproved messaging channel.
Separate claim decisions from repair decisions
The insurer and authorised claims professionals decide coverage, liability, settlement and claim approval. The contractor does not interpret the policy or promise that work will be paid by insurance. Any repair quotation, variation or make-safe work should follow the insurer’s and client’s authorisation requirements.
Keep updates practical
Agree who will receive a scope, quotation, schedule update and completion record. If new damage appears during work, pause the affected additional scope and refer it to the authorised decision-maker before proceeding.
Insurer processes differ. Old Mutual Namibia’s published Allsure instructions are one example that directs customers to the relevant forms and, in some cases, their broker. Brokers should confirm the current process with the client’s own insurer.
Bliss can discuss a restoration partnership enquiry or review a specific property restoration scope. No partnership or provider capacity is implied until confirmed.