Field Services

Many of our clients find this option to be cost-effective in terms of field engagement and is used where the client is unable to establish dialogue with the customer.

This particular approach that is often welcomed by the customer and we look to encourage the customer a reconnect to our client whilst our agent is on site.

Where we cannot make direct contact with the customer, we will leave a hand delivered letter which encourages the customer to contact the client. as soon as possible.

This represents a more comprehensive field engagement. Our objective for this type of visit is to establish meaningful dialogie with the customer face to face and collect suitable data and information, income and expenditure, assets and liability information with a view to gaining a comprehensive understanding of the customer's position according to our client requirements.

Fact Finds provide Clients with an appropriate level of up to date information to ensure that they can look to achieve the most appropriate outcome for their customers and can be utilised across a wide range of customer 'segments' e.g. Interest Only, Buy To Let, End of Term.

Often we are the first people to identify potential vulnerability and report this back to our clients (with the customers expressed consent).

We are regularly instructed by a large number of our clients to conduct field visits with customers who are already classified by them as vulnerable and/or dealing with sensitive circumstances and situations.

We ensure that our information gathering and data collection based fact finds include the customer's explicit consent (where appropriate) to assist our clients in ultimately providing the best possible support for the customer.

It is also not unusual for our agents to discover during their visits that the customer(s) may show signs of vulnerability (that are unknown to the client) and our agents are experienced in handling all contact with the customer in an appropriate empathetic manner, accordingly.

We complete document collection services for several clients and the service differs dependant on the individual client requirements.

We currently collect examination papers, legal documents and one-off instructions from lenders where they possibly need an original document signing and returning to the lender.

This type of visit involves visiting policy holders who make claims for events such as subsidence, escapes of water, accidental damage, burglary and storm etc. and gathering data and information (i.e. photographic evidence, contextual video and text narrative) to allow the Client to process every claim efficiently.

Whilst these visits are undertaken for both residential and commercial properties, they are also useful in gathering data and information in relation other types of insurance claims e.g. personal injury claims (retail and leisure) and road traffic accidents etc. using the same technology.

At the request of several 'commercial leaders', we have developed a reporting process to gather Information for the lender to assess the way forward when a commercial advance is in arrears accommodating advances to Limited Companies, Partnershops and sole traders.

We are also providing support in regard to information gathering on Coronavirus support schemes e.g. Bounce Back Loans and a number of our clients also request further information in the form of 'lifestyle reports' as part of their overall customer strategy.

To find out more about these services, as well as the more tailored options available to you, then please get in touch the the Fieldcall team today.

Reconnect

Fact Find - Lender with a customer in arrears

Vulnerable Customer Visits

Document Collection

Insurance Claims Verification

Commercial Customer Information Gathering