What if the item was purchased before 27th November 2019?

MB&G started administrating claims for OFL after this date. If the item was bought before this, the policyholder will need to be referred to Emmiera directly instead, as we were not administrators for OFL at this time.

When will Emmiera contact me to arrange appointment?

Our systems update every 15 minutes, so the job request will be sent to Emmiera a maximum of 15 minutes after submission.

Emmiera will usually contact the policyholder the same day, or the following day. If they don’t reach the policyholder by phone or email, they will try over a few days at different times.

If they do not get an answer, they will leave a voicemail and send an email for the policyholder to select the most convenient appointment from their schedule.

Why is the Emmiera appointment time across an AM/PM block, can I get a more accurate time?

Emmiera cannot give the policyholder a specific time until the day before the appointment, when they will be notified if this will be in the morning or the afternoon. On the day of the appointment, the timeframe will be narrowed down to a 2-hour slot and the policyholder will be sent a text to confirm this. The technician will send them a message when they are 15 minutes away to make sure they are home when they arrive.

What do we do when parts have arrived?

Once parts have arrived, the policyholder can let us know by email or phone and we will pass this update over to Emmiera. Emmiera will then be in contact with the policyholder to arrange an appointment to fit these parts or complete the repair.

Have we got the ETA?

Furniture Guard will update us by email to let us know when the policyholder can expect their parts to be delivered. Some of these timeframes can be a little longer if the parts are arriving from overseas.

Once OFL send us this information we will update the policyholder by email. As an insurance company, MB&G do not have control over OFL delivery timeframes.

MB&G Note: Call handlers can check in the OFL inbox by searching the policy number or claim reference to see if an ETA has been received and update the customer. If an ETA has been provided, this will also have been copied into the notes on Evo.

Can you check if the parts were ordered?

1. Check claim notes to see what date they were ordered
2. Go to ‘Documents’ tab, check if there is an order form there
3. If there is no document matching the date the report was reviewed/note was left, you will need to send one

What do we do if the item is discontinued?

If an item is no longer stocked by OFL, in some cases spare parts are still available with Emmiera.

If parts are not available and a repair cannot be completed, we’ll provide the amount the policyholder originally paid for the damaged piece of furniture as a store credit and they can select something from OFL’s current range.

The policyholder will need to let us know what replacement item they have selected, and we will order this item.

Standard delivery is included, but if the policyholder would prefer to upgrade to premium this will be at a cost to them.

The damaged/ faulty furniture will be collected by the delivery team when the new furniture is delivered. Please make sure the policyholder books a slot for delivery and collection when OFL call them to arrange their delivery appointment.

What if I want a more expensive alternative item if the original is not available anymore?

The policyholder will need to let us know what replacement item they have selected, and we will order this item.

If the replacement costs more than the credit amount, they will need to pay the difference to OFL. If there’s a payment to be made, OFL will call the policyholder to take the payment over the phone.

Standard delivery is included, but if the policyholder would prefer to upgrade to premium, this will be at a cost to them. The damaged/faulty furniture will be collected by the delivery team when their new furniture is delivered. Please make sure the policyholder books a slot for delivery and collection when OFL call them to arrange their delivery appointment.

What if I want a less expensive alternative item if the original is not available anymore?

The policyholder will need to let us know what replacement item they have selected, and we will order this item.

If the replacement costs less, the policyholder can choose another item to make up the cost, and/or the difference will be refunded.

Standard delivery is included, but if the policyholder would prefer to upgrade to premium, this will be at a cost to them. The damaged/faulty furniture will be collected by the delivery team when their new furniture is delivered. Please make sure the policyholder books a slot for delivery and collection when OFL call them to arrange their delivery appointment.

Will my cover transfer over to the replacement item?

No, the policyholder will need to take out new cover on the replacement item and this can be purchased from OFL directly.

Are matching items covered?

We do not replace entire sets, only the damaged/ faulty furniture.

The claim has been rejected and the customer is unhappy – next steps

A member of the team will complete a secondary review of the claim and make sure it has been assessed in line with the policy wording and/or the technician’s findings.

Possible outcomes from this secondary review:

1. We let the policyholder know why it has been rejected in more detail, explaining any policy limits.
2. We send a different technician for a second opinion (in cases where the customer insists it was a singular incident of accidental damage, or insists the bedsprings are stabbing them in the back and we can’t determine if they are or aren’t from the images.)
3. We overturn the claim outcome and let them know by email we have authorized the repair/ parts are on order.

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Oak Furnitureland – DTA / FNOL

OFL - Desktop Assessment - 06.11.24
OFL - Raising an FNOL - 06.11.24

Oak Furnitureland – Report Assessment

OFL - Report Assessment - Ordering Parts - 06.11.24
OFL - Report Assessment - Rejection - 06.11.24
OFL - Report Assessment - Repair Authorised - 06.11.24
OFL - Report Assessment - Repair Complete - 06.11.24

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