Despite the challenging circumstances, we were recognised for delivering a positive experience.
The insurance claim was made after an ambulance accidentally reversed into a patient’s driveway wall. The customer we dealt with, whose mother had been unwell and unable to handle the claim, was pleased with a completely hassle-free experience with Prism Claims Group.
During the closing call, the customer’s daughter praised Prism Claims Group, saying: "You have provided me with really fantastic service, the communication has been great, and I have had to do no chasing. This was really lovely, given that it is my mother’s claim. She has been poorly and wasn’t able to take on the stress of this claim. All-round great service from both Prism Claims Group and the contractors who attended."
She contrasted her experience with another insurance company, calling it “terrible experience,” and commended Prism Claims Group for completing the claim more quickly and smoothly.
The claim process itself delivered fantastic outcomes, demonstrating the efficiency, professionalism, and a human touch that Prism Claims Group is known for:
- Contractor appointed: 17 October
- Survey completed: 23 October
- Scope and costs approved: 26 - 31 October
- Repairs commenced and completed: 6 - 7 November
Louise Couldwell, Operations Director, said: “From survey to completion, the entire process took just 11 days, with all service levels met throughout.
“This is a great example of our commitment to proactively set, meet, and beat expectations for policyholders and their insurers. But also, applying a bit of common sense and kindness in an already stressful situation.”
Prism Claims Group is supported by a trusted, vetted network of licensed contractors that can be quickly deployed to deliver a professional service that combines high-quality craftsmanship and cutting-edge technology.
Working together, the contractor and Prism Claims Group delivered the outcomes that mattered most, including:

- A prompt, stress-free service for a vulnerable customer
- Controlled indemnity spend
- Protection of our client’s positive brand reputation
Louise concluded: “We put people at the heart of every claim, prioritising the outcomes that matter most to them. We call it looking at claims through a different lens. Something we instil in all our fantastic people.”
