Insurance & Liability

Your peace of mind is important to us. When you invite someone into your home, you want to know that you're protected if anything goes wrong. All Servella cleaning services are covered by comprehensive insurance, and we have clear processes in place to handle any incidents fairly and efficiently.

Our insurance coverage

We maintain comprehensive insurance to protect you and your property during every clean:

• Public liability insurance up to £2 million
• Accidental damage to your property, fixtures, and fittings
• Breakages of household items caused during cleaning
• Damage to flooring, walls, and surfaces
• Spillage damage from cleaning products
• Coverage applies from the moment your cleaner arrives until they leave

What this means for you

Our insurance coverage provides genuine protection:

• You don't need to make claims on your own home insurance for cleaning-related damage
• We handle the entire claims process on your behalf
• Valid claims are paid directly - you don't need to pay and wait for reimbursement
• Our coverage is designed for the specific risks of professional cleaning services

Types of incidents we cover

Our insurance and compensation processes handle various types of incidents:

• Breakage - items accidentally knocked over or broken during cleaning
• Property damage - scratches, marks, or damage to surfaces, floors, or fixtures
• Spillage - damage caused by cleaning products or water
• Equipment damage - if our cleaner damages your appliances whilst cleaning them
• Personal injury - public liability coverage if anyone is injured due to our service

What's not covered

To be fair and transparent, there are situations where insurance doesn't apply:

• Pre-existing damage - issues that existed before your cleaner arrived
• Normal wear and tear - gradual deterioration that isn't caused by a specific incident
• Items of extraordinary value that weren't declared to us beforehand
• Damage caused by your own actions or those of other household members
• Items left in unsafe positions that fell due to their own instability
• Damage discovered long after the clean with no clear link to our service
• Consequential losses - we cover the damaged item itself, not knock-on effects
• Cash, jewellery, or irreplaceable items that weren't secured

How to report damage or breakage

If something is damaged during your clean, please report it as soon as possible:

• Report through your dashboard by going to the booking and clicking "Report an Issue"
• Select "Breakage" or "Damage" as the incident type
• Describe what happened and which item(s) were affected
• Upload photos showing the damage - this is essential for processing your claim
• Include an estimated value of the item if known
• Submit the report and you'll receive a reference number immediately

Reporting timeframes

To ensure we can properly investigate and process your claim:

• Report damage as soon as you notice it, ideally within 24 hours of the clean
• The sooner you report, the easier it is to investigate what happened
• We may not be able to process claims reported more than 48 hours after the service
• If you discover damage later, still report it - we'll assess each case individually

Our claims process

When you report damage, we follow a thorough but efficient process:

• We acknowledge your report and assign it to our team for review
• We speak with your cleaner to understand what happened
• We assess the photos and information you've provided
• For valid claims, we determine fair compensation based on the item's value
• We may request additional information or photos if needed
• Once approved, compensation is processed promptly

How compensation works

When a claim is approved, we offer fair compensation:

• We assess the current value of the damaged item, accounting for age and condition
• For lower-value items, we often resolve claims directly without involving insurers
• Compensation may be applied as account credit or direct payment depending on the amount
• For higher-value claims (typically over £500), our insurance provider may be involved
• We handle all insurance paperwork and communication on your behalf
• You'll be kept informed throughout the process

Resolution timeframes

We aim to resolve claims as quickly as possible:

• Simple, lower-value claims: typically resolved within 5-7 working days
• Standard claims: typically resolved within 14 working days
• Complex or high-value claims involving insurance: may take longer depending on the insurer
• We'll keep you updated on progress throughout

Protecting valuable items

While our insurance provides substantial coverage, we recommend taking precautions with particularly valuable items:

• Secure or store away high-value items like jewellery, cash, and important documents
• Let us know if you have antiques, artwork, or items of significant sentimental value
• Consider whether items of extraordinary value should be covered by your own specialist insurance
• If an item is irreplaceable, it's best to secure it before the clean
• We can mark specific items as "do not move" in your booking notes

Your responsibilities

To ensure smooth claims processing and protect your property:

• Secure valuables before your cleaner arrives
• Let us know about any fragile or delicate items that need special care
• Report any issues promptly with clear photos and descriptions
• Provide honest and accurate information about what happened
• Keep damaged items until your claim is resolved (don't dispose of them)

Our commitment

We take every incident seriously. Our goal is to resolve issues fairly and maintain your trust in our service. If something goes wrong, we want to put it right - that's why we invest in comprehensive insurance and have dedicated processes for handling claims efficiently.