Your Customer Portal

Everything about your claim, in one place

Your Customer Portal is the quickest way to check what’s happening with your claim and find the information that’s specific to you.

Use your portal to view:

  • Job details
  • Excess information
  • Appointments
  • Job progress
  • Contact details

Online Claims

Working With Evander

Why Evander?

When something happens to your home, you want to know the people carrying out the work have the specialist skills and experience to get it right.

We specialise in windows, doors, glazing, conservatories and locks. With local teams supported by our nationwide network, we have the people, technical expertise and infrastructure to manage your repair from the initial make-safe through to survey, sourcing and permanent repair. That means one specialist team supporting your journey, with consistent standards throughout.

Our expertise also means we can do more than simply replace what’s been damaged. Where appropriate, we can advise on replacement and upgrade options, including products that could improve the security of your home.

We’ve been trusted by the UK’s leading insurers for more than 50 years, and our excellent Trustpilot rating reflects the service and outcomes we aim to deliver for every customer.

Insurance & Claims

Insurance & Claims

Glazing Specialists

Specialist expertise, delivered locally

  • Specialists in windows, doors, glazing and locks

  • Trusted by leading UK insurers for 50+ years

  • Local teams supported by a nationwide network
  • Support from make-safe through to permanent repair
  • Experienced, DBS-checked engineers
  • Consistent, assured standards
  • Advice on security improvements and upgrade options
  • Excellent Trustpilot rating

Residents

Our Customer Promise

  • Introduce ourselves and show photographic identification
  • Protect your home before we begin work
  • Explain what we’ll be doing before work starts
  • Always Work safely and professionally
  • Treat your home and belongings with care and respect
  • Respect your privacy and be considerate to your neighbours
  • Keep noise and disruption to a minimum wherever possible
  • Leave your home clean and tidy when we finish
  • Remove waste responsibly and recycle wherever possible
  • Listen to any concerns you may have and make sure you’re happy before we leave
Insurance & Claims
Insurance & Claims

The Process

What Happens at Each Stage?

We’ve been appointed by your insurer to validate your claim and once your claim is approved, carry out your repair or replacement. Select a stage below to find out more about what to expect. 

We’ve been appointed by your insurer to assess and validate your claim.

Our first step is to understand what has happened, assess the damage and establish the likely cause. We’ll then determine, within the authority given to us by your insurer, whether the claim can be accepted and identify the most appropriate way to put things right.

Depending on your claim, that may be through a repair, replacement or cash settlement. If a decision sits outside the authority given to us, we’ll refer our findings to your insurer for approval and keep you updated while they review it.


We may not need to visit your property
For straightforward claims, we may be able to complete the assessment remotely using the information, photographs or video you provide.

Where we have everything we need, we’ll explain the outcome of our assessment, confirm the proposed repair, replacement or settlement option and let you know about any policy excess that applies.

If a repair or replacement is approved, you can then choose whether you would like Evander to carry out the work. If you decide to proceed, you can authorise the work and pay any applicable policy excess, allowing us to move your claim into the next stage.


If we need to visit your property
Where a survey is required, this forms part of the claim validation process. We’ll arrange a convenient appointment to inspect the damage, take any measurements or technical information we need and confirm the most appropriate solution.

If the claim is straightforward and we have everything we need during the visit, our surveyor may be able to explain the outcome and your options while they are with you. Where a repair or replacement is approved, you can then choose to instruct Evander to proceed from site.

If you decide to go ahead, you can authorise the work and arrange payment of any policy excess that applies, allowing us to move your claim into the next stage without unnecessary delay.

For more complex claims, we may need to send our findings to your insurer for further approval or a coverage decision. If that happens, we’ll keep you updated and let you know as soon as a decision has been made.

If our assessment changes anything about your claim, we’ll explain what this means and what happens next. Where some or all of the damage isn’t covered by your policy, we’ll talk you through the options available to you.

Once your claim is approved, you’ve authorised Evander to carry out the work and any applicable policy excess has been paid, we can begin sourcing the products needed for your repair or replacement.

Our priority is to complete your repair or replacement as quickly and efficiently as possible. For straightforward repairs and replacements, such as lock changes, replacement glass, standard window units and standard doors, we can often source materials quickly and move directly towards completing the work.

As part of the Epwin Group, we are able to source many window, door and associated products from within our own Group wherever appropriate. This gives us direct access to a wide range of products and manufacturing capability, helping us move orders through efficiently while maintaining the correct specification, quality and compliance standards.

Some products take longer because they need to be manufactured specifically for your property. This can include:

  • bespoke or custom-designed windows and doors;
  • non-standard architectural sizes or shapes;
  • heritage or period-style replacements;
  • timber windows and doors;
  • oversized bi-fold doors;
  • sliding patio doors;
  • bespoke conservatory or orangery components;
  • specialist glazing or products requiring additional access arrangements.

Where a bespoke product is required, we’ll place the order as soon as the work has been authorised and any applicable excess has been paid. We’ll keep you updated on progress and contact you as soon as everything is ready for installation.

Our aim is always to use the most efficient repair or replacement route available, while making sure the finished product is the correct size, specification, appearance and standard for your home.

Once your repair or replacement is ready to move forward, we’ll be in touch to arrange your appointment and explain what to expect.

Before we arrive, we may ask you to make sure the area around the window, door or glazing is clear and easy for our team to access. This could include moving furniture, curtains, blinds or other belongings where possible.

We’ll confirm your appointment details and let you know if there’s anything specific we need you to do beforehand.

On the day, please make sure someone over the age of 18 is at the property to give us access and that any pets are kept safely away from the area where we’ll be working.

If anything changes or you need help with your appointment, please let us know as soon as possible.

Once your products are ready, we’ll be in touch to arrange a convenient installation appointment and confirm what will happen on the day.

Our team will arrive with the products and equipment needed to complete the work safely and efficiently. We’ll protect the working area where needed and keep disruption to a minimum while the repair or replacement is carried out.

Once the work is complete, we’ll check everything has been installed correctly, clear the working area and make sure you’re happy with the finished result.

We’ll also show you how to use any new products where needed and answer any questions you have before we leave.

Once your repair or installation is complete, we’ll make sure everything has been finished to the standards you’d expect.

Our team will make sure you’re happy with the work, show you how to use your new products where needed and answer any questions you have.

Our support doesn’t end when the work is complete. Your Customer Portal remains available, giving you access to your claim information, job details and important documents whenever you need them.

If you have any questions, webchat is the quickest way to get an update or speak to our team during opening hours. For urgent or emergency enquiries, please call us.

Product Guarantees

Aftercare & Support

What Happens Next

We’ll be in touch to discuss your claim and explain what happens next. In the meantime, you can use your Customer Portal to view your claim information and any available updates.

Insurance & Claims

Help and Support

Can’t find what you need? Our team is here to help. Get in touch using the options below.

Webchat

Chat live with our team
Monday – Friday 8am – 6pm

Call Us

03451 452 575

Available 24/7, 365 days a year

Send us a message

Complete our online form and we’ll get back to you as soon as possible.

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