How does our partner craftsman work?
Ryma avatar
Written by Ryma
Updated over a week ago

In the event of a claim, we can sometimes arrange for one of Luko's partner craftsmen to repair the damage in your home.

If this is possible, your claims handler will initiate the procedure to ensure that the intervention is organised as quickly as possible.

What are the steps involved in my intervention?

  • Step 1: Fill in your availability

You will receive an email inviting you to fill in your availability for the craftsman's visit

  • Click on the link in the email: this will take you directly to the page where you can enter your times. There is no need to log in or identify yourself, the link in your email is personalized.

  • Choose a schedule and click on add. You will see a list of the slots you want on the right. You can delete them if necessary.

Once you have registered several slots (at least 4 if possible), click on "Confirm my availability". It is not necessary to click on this button before.

  • Step 2: making an appointment

There are two cases:

If the craftsman needs to make a technical visit before intervention:

He will come to your home to take the necessary information for the repairs: measurements, checking the feasibility of the work (for example: measuring the humidity of the walls after water damage), checking the materials required...

This visit is a preparation before the intervention, so it can be set up very quickly, as it does not require any particular equipment.

The craftsman will schedule the intervention directly on one of the availability slots that you have indicated, and you will be informed of the time of his visit by e-mail.

At the end of the technical visit, you will schedule the date of the intervention with the craftsman.

If the technical visit is not necessary:

If the craftsman already has all the information required to undertake the work, he will contact you directly to arrange a visit that suits you.

The time taken to schedule this intervention may be longer than in the case of a technical visit.

This is because the craftsman must first obtain the necessary materials, which sometimes means ordering them. This is why it is usually not possible for the craftsman to intervene in time for the given time slots.

You will therefore find a date together that corresponds to your availability and the preparation time needed to undertake the work.

  • Step 3: The building site report

After the passage of our craftsman, you will receive an email to fill the report of building site, or PV of building site.

  • If you are satisfied with the intervention, click on the button "Without reserve", and it is finished.

  • If you have any remarks or complaints about the work of our craftsman, click on the "With reservations" button. You will then be redirected to a specific page, in order to communicate all your remarks to us.

It is imperative to fill in this report, so that we know that the intervention has taken place, and can advance your case.

Once the site report has been completed, your claims manager will get back to you to finalise your file.

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