Service Level Expectations
 

• Upon receipt of an assignment contact to the Policyholder will be made within 2 hrs


• GreenClean will be on site, preferably with the Adjuster and Insured, to assess the claim as it relates to garments within 4 hrs of receiving the assignment or as otherwise directed by the Adjuster or Insured


• GreenClean will provide 24 hour, 7 day service


• GreenClean will assign a project manager to handle claim from start to finish and act as single point of contact for Policyholder and Adjuster


• When on site GreenClean will expect to provide suggestions and recommendations as to how best to handle the loss, in the best interest of the Insurance Company and the Policyholder. If the Adjuster is not on site, GreenClean will be diligent in handling the loss in the manner described above


• A signed authorization by the Policyholder is required prior to commencing any work at the loss site


• An inventory list by room is completed for all items being removed by the GreenClean and copies provided to all parties. Pictures of each room will be taken as necessary to document unusual situations (i.e. curtains, pre-damage) or expensive items


• Once the garments have been taken back to the GreenClean facility, a detailed computerized inventory list including an estimate will be available preferably within 72 hrs


• Any pre-existing damages that existed prior to cleaning will be noted


• The Insurance Company will not be charged for any garments which do not respond to cleaning. A detailed list of these items that could not be cleaned will be provided upon request


• GreenClean representatives will all times conduct themselves in a professional manner, dressed in company attire and use company identified vehicles


• Approval of the estimate by the Adjuster is required on any estimate over $5000 prior to commencing. GreenClean will proceed with cleaning on all water damaged items immediately


• GreenClean will openly communicate with the Insured and Adjuster when necessary and appropriately


• GreenClean will require approval for any exceptions to the predetermined price list prior to proceeding


• Given 24 hr notice, GreenClean will accommodate any on site viewing of garments by policyholder or adjuster anytime during the process


• GreenClean will keep a detailed inventory of garments delivered to the Insured for tracking


• GreenClean will provide deliveries within 72 hours of request from the Insured or Adjuster


• GreenClean will provide 24 – 72 hour turnaround on emergency garment items


• GreenClean will guarantee results for up to 60 days after delivery