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Announcing our new, revamped claims process
8 August 2022
Things don't always go exactly according to plan. That's why we strive to be there for our customers during the good times and bad.
In an effort to better support our customers, we’re pleased to announce our new revamped claims process, aimed at delivering you faster claim outcomes so you can get on with business.
We know it's important to listen to our customers. We understand many of you have experienced industry-wide supply challenges. As a result, we’ve streamlined our processes to help you navigate this.
With more changes planned in the future, we’re excited to announce a number of improvements that came into effect this month, as of 8 August 2022. These changes mean you’ll hear from us within 48 hours after submitting a claim – every time – and have a resolution within 5 business days.
For you, these changes mean:
- Claims are now being processed by one centralised, specialist team
- You’ll receive a response within 48 hours of submitting a claim
- You’ll now be getting fast turnaround on claims – within 5 business days
- All decisions are now being made based on our new Terms and Conditions of Sale, meaning consistent and clear outcomes for you.
This means that going forward, you need to be making some changes to the way you lodge claims.
For all damaged, out of spec or missing product claims:
- Contact your local Stramit branch within 2 days of delivery (5 days for consolidated shed kits)
- Email your Customer Order number or Invoice Number, your Purchase Order number if applicable, and a photo of the damaged or out of spec product to your local Stramit branch
- The Stramit branch will address your immediate issue
- The new Claims team will finalise your claim within 5 business days from when all details and photos are received.
For all other claims:
Email your claim to claims@stramit.com.au, including:
- Your Purchase Order number or your Order Confirmation number
- The reason for your claim
- The best contact info for the person submitting the claim.
You’ll then receive a response within 48 hours and a resolution within 5 business days.
For the fastest response, we suggest you only contact the Claims team or your local branch (not your Account Manager directly). Claims are handled by specific teams and so following the above steps will lead to the quickest outcome.
Just a reminder, while we're doing our best to get your products to you, delivery times are estimates only. Claims relating to late delivery cannot be approved.
If you have any questions about these changes, please contact your Account Manager or local Stramit branch.
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