Addept Insurance Services has launched a remote dimension to its home emergency proposition for homeowners and landlords. Home Emergency Rescue and Let Emergency Rescue provide policyholders with a video call to an engineer to resolve, where possible, emergency issues without the need for a tradesperson to attend in person.

Addept says it will triage claims and where a video call is not appropriate or cannot resolve the issue then an engineer will make an onsite visit.

Richard Finan, managing director of Addept, said: “The home emergency market has historically performed poorly in terms of customer service ratings. This is in the main because of the providers reliance on the call centre model and the challenges in contractor availability especially during surge events.

“By adopting a digital-first approach we can remove call centre volumes while increasing the service’s capacity to focus on contractor deployment, improve customer experience and control service costs.”

Addept’s first Home Emergency Rescue scheme is with broker CETA Insurance. Addept took it on as part of a portfolio migration completed by ATEC Group, of which CETA is a subsidiary.