Post Blog: Between a Rok and a hard place
What happens when a building repair and maintenance partner, crucial to policyholders, goes out of business? Sharon Scully, general manager, property and legal at Axa Assistance, explains.
A ringing phone at 7:15 on any day invariably means things are unlikely to go as planned. On the morning of 8 November 2010 such a call explained that Rok had gone into administration.
The demise of the building repair firm began a chain of events which lead to launch of Axa's own nationwide home emergency service. The immediate priority on receiving the news was to maintain the current level of service.
Policyholders could not be affected and still had to receive a service. The emergency plan was executed to ensure all clients were communicated with and manual procedures were put into place to receive new claims.
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