Maintenance Risk Solutions

Property Incident Management for quick, easy solutions.

Our vision is to proactively grow the South African economy by creating further employment. This is of particular relevance to our panel of service providers.
We are committed in growing our national base of BBBEE Service Providers (SP’s) to above 52% of total service providers. These 128 listed Service Providers (Plumbers, Electricians, Locksmiths, General Maintenance Specialists, Building Contractors, White Goods Appliances, Access Control, Pool Pumps, Tree Felling, Pest Control), need to have a BBBEE Vision and yearly growth in BBBEE %.

Finding trustworthy and capable contractors in all different aspects of property maintenance.
Performing a thorough screening and vetting process on all contractors to comply to.

Statutory requirements

Personal liability cover
Vat registrations
SARS good standings

Plumbing

PIRB Registration.
IOPSA registration
COC’S
Quality controls Inspection

Electrical

Registration to Electrical Board.
COC’s.

Construction

NHBRC.

Availability of Service providers

24/7/365

Pricing

All contractors charge what they want.

Our experience:

We have 15+ years of cumulative experience in servicing the Property Management, Insurance and Broker industry
Our Group are focused on ongoing training for all staff to ensure the best quality of service.

Our capabilities:

Our CRM System has been developed during the past 4 years to enable real-time reporting to Clients.
Our product ranges are nationally available.
Our national panel of Service Providers are fully accredited and registered.
We operate 24/7…365 days a year.

OUR SERVICE PROMISE: TURN-AROUND TIMES:

2 hours: To attend to a Home Assist Claim from the time of receiving the claim.
4 hours: To replace a Geyser from the time of receiving the claim…anywhere in the country

Incident Management:

This is a service for all property incident types where we take the first contact or notification and register the incident for our client. The incident registration excludes risk related information. Added to incident management, is a first notification of loss service where the client is validated for policy cover, full circumstances of loss are registered and the incident is classified.

New Incident 24/7

We take the first call or first contact 24*7 with our dedicated call centre number, SMS service and email notifications.

Supplier & Incident Management:

This is a service where we take the call and manage the fulfillment of the incident by appointing an approved service provider from either our clients panel or one of our preferred partners to handle the service delivery.

Supplier Appointments:

We have an extensive network of suppliers and preferred partners that we are able to leverage and appoint to your incident. These providers work according to accepted rates and standards.

Claim Management:

MRS offers a differentiated product for a full incident management service where we deal with the client experience from the first call until final settlement and customer satisfaction(CSI).

Claim Management:

MRS offers a differentiated product for a full incident management service where we deal with the client experience from the first call until final settlement and customer satisfaction(CSI).

Claims Fulfillment Service:

Using our incident management system we are able to access and appoint a network of service providers to respond to your property incident requirements. We also manage the customer service experience until final settlement of the claim.

CSI, Quality Management & Incidents:

MRS can carry out independent CSI follow-ups on all your incidents. This is done using our CSI benchmarking or your own. We have an internal quality management process to evaluate our incident quality and process efficiency taking a number of key result areas into consideration and rating the incident technician with immediate feedback and reports. We offer a service of following up and auditing selective claims and verifying supplier compliance to SLA and Rate cards

Customer Satisfaction Index (CSI):

We do a CSI on every incident we handle and attach a CSI to the claim in order to process invoices for fees and supplier payments.

Quality Management and Inspections:

We offer an independent quality management service that reviews service providers, compliance, technical adherence and quality workmanship.

Fees:

We don't charge call out fees.

Quote Assessors:

Our Quote Assessors has a turn around time for all quotes between 5-8 days.
Renovation quotes (Tenders) depending on size of complex
1 – 3 quotes available from our panel of SP’s.

Tracking Customer Experience:

Live tracking of the Claim’s progress via our CRM system.
Live tracking of the teams and direct contact through Radio’s connections
Homeowner signs a Clearance Certificate as an expression of their satisfaction with the service that they have received.

Claims Data & Reporting Integration:

We report transparently to Clients for Replacement Ratios; Claims Analysis; Spend; etc.
Our software technology is a user-friendly web-based portal that facilitates the logging of claims by the clients.
Homeowner signs a Clearance Certificate as an expression of their satisfaction with the service that they have received.
Alternatively, the client can log their claims on their in-house system and/or send an email notification to MRS.

REGIONAL PANEL OF 128 SERVICE PROVIDERS

Our SP’s (Service Providers) including our in-house company Basumi based in every major city. > 96% of SP’s = 60km circumference model.
Reduces travelling time and ensure prompt service delivery.

QUALITY ASSURANCE - INSPECTORATE

Our Service Providers are subjected to screening processes, regulations and codes.
Regularly Monitoring of Performance and service-levels.
In-house Inspectorate perform Random daily inspections to uphold quality assurance.