Jessica has been Velocity customer for two years. In April 2020, she had a small kitchen fire that damaged her stove, backsplash, upper cabinets and vent hood. She contacted the Velocity Claims Center to file a claim and was happy to learn about Velocity’s Direct Repair® Program (DRP). The inside claim representative let her know that she could avoid the traditional process of working with a field claim adjuster and then a contractor. Instead, Victoria could work directly with one of the DRP contractors who would begin the work immediately and act as Velocity’s representative.
Jessica liked that option and was thrilled when the DRP contractor reached out and was able to begin the remediation and repair work on her home the very next day. The entire process took two weeks, and Victoria was back in her kitchen making meals and memories for her family.
Velocity prides itself on being best in class when it comes to handling claims. We are available 24/7/365 and work with many DRP contractors who can respond within hours if emergency mitigation is needed due to fire, water and other losses. Our customer satisfaction results are above industry averages for all claims, but when we add the convenience of Velocity Direct Repair, our customers are even happier.
The process is simple: after the customer files a claim, a call center representative will work with the customer and offer concierge service through DRP. This service helps the customer select from a short list of local contractors that are licensed, bonded and insured. These contractors have been vetted, making it easy for the customer to get the claim started right away. In some states, the customer may get part of the deductible waived just for participating. In addition, the work provided through DRP is guaranteed for up to five years and the industry norm outside of Velocity DRP is one year.
For additional details, visit our claims page or click here for a copy of the brochure.