Your Repair
Committed to making repairs simple, seamless, and stress-free
When will your repair start?:
Before we can start fixing your home, you need to read and sign the scope of works agreement we send you. This outlines the work that has been agreed on by your insurer. Once we get this back, we can assign a Project Manager to look after your repair.
Sometimes the same person who first visited your home (the Estimator) will also be your Project Manager. Other times, a different Project Manager may be chosen, depending on a number of factors we take in to consideration.
Your Project Manager will call you to introduce themselves and talk through the next steps. During this call, please let them know if there are any times or dates that work best for you.
We try to start and finish repairs as quickly as possible. If you know of anything that could slow things down, like extra damage, things you need to fix first, or other building issues, please tell us early.
Repair, Replace, Rebuild, Cash Settle?:
Depending on your claim, your insurer may decide to repair, replace, rebuild, or pay you the cost of fixing the damage.
ARC is a Registered Builder and a proud member of the Master Builders Association. This means we make sure all repair work follows the Australian Building Code, quality standards, manufacturer rules, and local council requirements.
We always try to match the materials and finishes already in your home. Sometimes the exact product may no longer be sold. If we cannot get the same product, we will let you know and work with you to choose the best option available.
FAQs
Site Security?
Keeping your home safe during repairs is very important. Because many different workers may need to come and go, it can be hard to manage the keys. To make this easier, and only if you agree, we may put a small lock box at your property. This box holds a key and can only be opened with a special code.
Only the workers who are meant to be at your home will get the code. If needed, the code can be changed at any time to help keep your home secure.
Will I be notified if someone needs to attend my property?
If you are living in your home while repairs are happening, we will give you a repair schedule. This shows who will be coming and when. Sometimes your Project Manager may ask workers to call you to let you know if they are on their way or running late. If you do not want these calls, just tell your Project Manager.
If you are staying somewhere else while repairs are happening, you will still get a repair schedule. In this case, the workers will not call you directly.
Your Project Manager will always check the work being done and make sure it is completed to the right standard.
Living at the property while it is under construction?
We know it can be hard to leave your home, but sometimes it may not be safe or possible to stay while repairs are happening. When the Estimator checks your home, they will place it into one of three groups:
Category A – Your home cannot be lived in at all because of severe damage.
Category B – You can live in your home during some parts of the repair, but not all.
Category C – Your home can be lived in the whole time while repairs are happening
If you do need to move out, your insurer will help organise temporary accommodation, if this is included in your policy. ARC will tell your insurer how long the repairs are expected to take, and your insurer will look after the arrangements.
Can I be onsite during the repair?
Every claim is different and safety is our first priority, so first and foremost this should always be discussed with the Project Manager, you can usually stay at your home while repairs are happening. We just ask that you do not go into the work areas while workers are busy. These areas can be unsafe.
If you are living at the property during repairs, please be careful and watch out for any hazards. We may also give you a short Safety Induction. This will explain what you can and cannot do while workers are on site.
What about my pets?
Yes, your pets can stay at home while repairs are happening, but they must be kept away from the work areas, including entry and exit paths. This keeps both the workers and your pets safe.
If your pet could cause a safety problem, such as a guard dog, we will ask you to keep them in a safe place or remove them during the repairs.
If you need to move into temporary accommodation while repairs are happening, please speak with your Claims Advisor or Manager. They will help you find the best option for your pets.
Communication During the Repair
Weekly
Weekly Audits
Each week, your Project Manager will check the progress of your repairs. This will ensure all repairs stay on track and that any issues faced by trades or yourself over the last week are dealt with promptly and correctly..
Weekly Updates
Yes. Your Project Manager will check in with you each week to talk about how the repairs are going. If they visit your home that week, their update will usually be given at the same time.
As Needed
On Site Visits
Your Project Manager will let you know ahead of time when they plan to visit and check the repairs. The frequency of this will depend on the complexity of the works.
Customer Service Calls
Yes. Our Claims Admin’ team will also call you regularly. These calls are to see how the repairs are going and to answer any questions or worries you may have. This helps support both you and your Project Manager.
Text rather than call
We understand that not everyone can take phone calls during the day. If you would rather get updates by text, just tell your Project Manager.