Partner Handbook - Findit

Partner Handbook

Leisure andOutdoor

Sports and Exercise

Equipment

Family SportsEquipment

Automotiveand

Workshop Tools

Get back on track with Super Retail Group.INSURANCE REPLACEMENT SPECIALISTS

http://www.superretailgroup.com.au/

http://www.bcf.com.au

http://www.rebelsports.com.au

http://www.supercheapauto.com.au

2 3Super Retail Group | Insurance Replacement Services Super Retail Group | Insurance Replacement Services

CONTENTS

4 Contact Details5 Introduction8 Our Insurance Process

11 Our Retail Brands BCF Rebel12 Supercheap Auto 14 Leisure and Outdoor Products Fishing16 Camping17 Portable Fridges19 Water Sports20 Electronics and Navigation

20 Sporting and Fitness Products Exercise Equipment22 Sports Watches and Activity Trackers 22 Family Sports

23 Automotive and Workshop Tools Batteries and Generators24 Shed and Garage25 Car Seats and Accessories25 Caravan/Motor Homes

27 FAQ’s28 Brands Stocked In-Store

ABOUT THIS HANDBOOK

The purpose of this guide is to provide an overview of the most common types of products that are replaced as part of the Super Retail Insurance Replacement Program.

The handbook contains basic information regarding our products and example questions that will allow you to ask the right questions so that we can so that we can assist you prepare an accurate SOW.

We have included the most important information on these products to assist you to accurately confirm and record the details of the products to be replaced.


SUPER RETAIL GROUP INSURANCE REPLACEMENT

Super Retail Group has been providing contents replacement solutions to the Australian insurance market and its customers since 2012 and is now regarded as the market leader in the categories we replace.

We are the product replacement specialists in the outdoor leisure, sporting, fitness and automotive tool categories.

We are continually evolving our process through the development of innovated customer focused solutions.

Our model has been designed with the customer experience as the key focus whilst delivering value from a procurement perspective through the application of a simplified fulfillment method within complex categories.

SPECIALIST INSURANCE TEAM

The Super Retail Group Insurance team is comprised of experienced and committed team members who have broad specialist knowledge across multiple product categories.

They are experts in validating complex claims especially in the challenging categories such as fishing, workshop tools and fitness equipment.

The team all share a common passion of delivering outstanding customer focused solutions whilst approaching each job with the required care and compassion to ensure your customers are fully supported throughout the replacement process.

CONTACT DETAILS

www.bcf.com.au

www.rebelsports.com.au

www.supercheapauto.com.au

Super Retail Group Insurance Replacement Team

1800 285 410 - Select Option 1

[email protected]





mailto:[email protected]





TOOLS AND RESOURCES

Super Retail Group insurance utilises a custom built database to manage the insurance jobs we receive on behalf of all our insurance partners.

This system is responsible for recording and then tracking the progress of every job we receive from our insurance partners and creates the following documents;

• Products requested and our recommendations• Quotes• Authorities • Gift cards• Tax invoices• Reporting• Customer surveys

The database makes extensive use of note functionality so we are able to keep track of the status of each job as well as being able to easily highlight any jobs that are outside the agreed SLA’s and job visibility is easily seen through the use of graphs.

In addition the system retains an audit log so we are able to see the time and action of any team member who has worked on a job.

OUR MISSIONTo support your customers to return to

what they love doing in their leisure time as quickly as possible


OUR INSURANCE PROCESS

JOB TYPES

Quote and Supply

• Match products requested with the closest like for like from our range

• Contact your customer to assist with validation• Utilise product specialist to support high end and

complex SOW• Delivery and installation included where applicable• Complete quote within 2 business days -

please note that large SOW will take more time

Direct Supply / Do and Charge

• Authority to supply like for like products • Limited to those products listed on the SOW• Genuine accessories are not supplied unless previously

agreed with you• SMS message to customer within 24 hours of approval

to supply• Regular SMS messages used to maintain contact until

supply finalised

FULFILMENT OPTIONS

Store Procurement

• Authorisation is sent to the customer’s choice of store who supply products

• Products can be delivered from store if requested• Delivery and installation by our contractors on large

and heavy exercise equipment is preferred

Store Credits

We support pre-validated store credits that can be supplied as an electronic or plastic gift card.

Super Retail Group e-Card

• Insurance e-card for insurance customers• Can be redeemed in store and on line• Can be used at any of our retail brands • Sent to insured preferred email address• Supply within 24 hours of contact and agreement

with your customer

Plastic Brand Cards

• Plastic card mailed to customer’s nominated address arrives within 5 – 7 business days subject to Australia Post delivery

REPLACEMENT

• Can extend the life of the claim up to 10 days to finalise depending on availability of products


OUR RETAIL BRANDS

BCF

With stores located across every state of Australia, BCF continues to be the largest outdoor retailer in the country. We only sell quality brands from trusted manufacturers and are committed to offering the widest product range to our customers, who are as passionate about Boating, Camping and Fishing as we are.

Key product categories;

• Fishing rods and reels• Portable fridges / freezers• Camping equipment• 4WD equipment• Hiking Equipment• Outdoor clothing and footwear

Rebel

Rebel offers a wide range of the latest release, quality, branded sporting and leisure goods. With an extensive list of product categories for the casual and serious fitness enthusiast, Rebel’s range includes fitness equipment, sports equipment, apparel and associated accessories for both the casual enthusiast and serious competitor.


• Exercise equipment• Sports watches and activity

trackers


• Fitness apparel • Sporting equipment • Trampolines• Table tennis tables• Basketball systems• Sports and casual shoes• Cardio equipment• Strength and weight training• Yoga & Pilates• Boxing MMA

Supercheap Auto

Supercheap Auto is a thriving specialty retail business, specialising in automotive parts and accessories. We also stock a wide range of tools for the DIY home handyman as well as products for travel, touring, outdoors, garage and the shed.


• Tool kits• Workshop Equipment• Home handyman tools

and equipment

LEISURE AND OUTDOOR PRODUCTS FISHING Fishing Rods

Important information to provide: • Do you have a model number, name or brand

of the rod?• Was this rod a spinning, overhead, telescopic

or surf rod?• Was it a one piece or two piece?• What was the length of the rod?

(generally measured in feet)• Where did you fish? i.e. the beach, rivers, deep sea • What weight rod did you have?

Related Accessories:• Rod Tube• Rod Rack

Fishing Reels

Important information to provide: • Do you have a model number / name / brand?• What type of fish do and you catch with this reel?• Was this reel a spinning, Baitcaster, Overhead, Alvey

or hand reel?• Where did you fish? i.e. the beach, rivers, deep sea

Related Accessories:• Fishing Line or braid(refer to Fishing Accessories)

Fishing Combos

A fishing combo is a fishing reel and rod that are sold as a bundle. The fishing reel and rod information above is relevant to this item and will be needed when submitting a claim.


Fishing AccessoriesIncludes; Storage bags/boxes, fishing tools, tackle, lures.

Important information to provide: • Did you have fishing tackle?• Did you have a tackle box? • What was the brand?• What size tackle bag / box did you have?

(small, medium, large)• If there was tackle we apply an allowance (small,

medium, large) dependent on the quantity and size

Note: These allowances are only applied after we have validated the type and content of the tackle box and are applied on a case by case basis and as a guide can range from $50.00 up to $1000.00.

Fish Finders

Important information to provide: • What was the brand, model or

series?• Was this a colour screen?• What size was the screen?• Did you have a transducer to go

with the fish finder?

Related Accessories:• Transducers• Mapping charts

CAMPING

Tents, Shade, ShelterIncludes; Gazebos, Tarps, Beach Shelters, Dome Tents, Touring Tents, Hiking Tents, Swags

Important information to provide: • What brand was it?• How many people could sleep in the tent?• How many rooms did the tent have?• What material was it made from? e.g. canvas• Was your swag a single or double?

Related Accessories:• Gazebo walls (Mesh or solid)

BeddingIncludes; sleeping bags, airbeds,stretchers, hammocks

Important information to provide: What brand?

• What size did you have?• Did you have a sleeping bag, airbed, stretcher,

or swag?• What was the degree of the sleeping bag?

(i.e. used it in the snow)• Is there a weight requirement for the stretcher?• If you an airbed, did you have a pump built in?

Related Accessories:• Foam bed mats (Single, Double, Queen, King)• Air mattress pump


BBQ and HeatingIncludes; Single Burner BBQ’s, Weber BBQ, gas bottle, portable stoves, kettles *Note, we do not stock 4 or 6 burner BBQ’s.

Important information to provide: • What brand is the item?• How many burners does it have?• Did it have a temperature gauge?• Did you have a gas bottle or butane canister with it?• Did you have a thermostat?• What model was your BBQ?• Did you have a stand for your BBQ?

Related Accessories:• Gas bottle• Butane gas canister• BBQ covers, stands or patio cart (Weber)• Weber cooking accessories (extra plates, roasting

trivets)• Does the gas bottle need to be filled? (collection only)

Fridges and Fridge / Freezer

Important information to provide: • What brand did you have?• What size was this? i.e 40L• Was it a duel zone? i.e fridge and

freezer capacity• What material was it made of?• Did you have a transit bag?

Related Accessories:• Transit bag• Car sliders• Wire baskets

EskyIncludes: ice boxes, coolers, water jugs and water storage

Important information to provide: • What size esky did you have? (Capacity in litres)• Do you know the brand?• What was the esky made out of?

(Poly, fibreglass, soft cooler)• Did it have travel wheels?

Related Accessories:• Ice bricks

Camp FurnitureIncludes: camp chairs, table, storage, kitchen tables

Important information to provide: • What was the item you had?• Was it a chair or recliner?• If a table, what was the seating

capacity • What was the weight capacity of the chair?• Do you know the brand?• How many shelves did the storage unit have?

Related Accessories:• Kettle, hot water• Storage boxes• Cooking and eating utensils

Camp HardwareIncludes: torches, lanterns, headlamps, knives, multi-tools and binoculars

Important information to provide: • Do you know the brand?• How many pieces did it have? e.g. 12 in 1


• What type of knife e.g. fixed or folding• What was the magnification and objective diameter

e.g. 7x50• What was the lumen output?• Was the light rechargeable or battery operated?

UHF/Communications

Important information to provide: • What was the brand?• Was this a hand held UHF or a CB

radio?• How many channels did the UHF / CB

radio have?• Was it mounted or handheld?• What was the frequency and wattage?

WATER SPORTS

Kayaks

Important information to provide: • How many people could the kayak fit?• Was it a ‘sit on top’ or a ‘sit in’ kayak?• Was this an inflatable kayak?• Did you use the kayak to fish or was it recreational?

Related Accessories:• Paddles• Kayak trolley• Padded seat• Leash• Carrying strap• Kayak roof racks• Life jackets

ELECTRONICS AND NAVIGATIONIncludes: Handheld GPS, Combos

GPS

Important information to provide: • What was the brand, model or series?• Was this a colour screen?• What size was the screen• Do you know what brand it was?

Related Accessories:• Maps• Transducers

Combos (Fish finder and GPS)


series?• Was this a colour screen?• What size was the screen?

Related Accessories:• Maps

SPORTING AND FITNESS PRODUCTS

Treadmills

Important information to provide: • What was the brand, model and

series?• What was the incline % and speed

in km and does it have a heart rate monitor?

• What was the motor size?


• Was there a weight capacity?• Was this a colour screen?

Related Accessories:• Work out programs• Treadmill mat• Belt cleaner • Lubricant

Exercise Bikes

Important information to provide: • What was the brand, model or series?• What style was the bike? (recumbent or upright)• Did you have any programs?• Was there a weight capacity?

Elliptical


series?• Was this a colour screen?• How many pre-set programs were there?• Was there a weight capacity?

Rowers

Important information to provide: • What was the brand, model or series?• What style was the rower? (water or air)• What was the screen type? (colour or black and white)• Was there a weight capacity?

SPORTS WATCHES & ACTIVITY TRACKERS

Sport watches and activity trackers

Important information to provide: • What was the brand, model or series?• Was the watch waterproof?• Was a heart rate monitor included?• Band size?• Price paid?• Did it have a GPS?

Home gyms

Important information to provide: • How many exercises could be done with this machine?• How many weights were included?• What was the brand and model?

Weights

Important information to provide: • Did the weights come in pairs?• What weight did you have?• What was the brand?

Related Accessories:• Weight storage shelves

FAMILY SPORTS

Trampolines

Important information to provide: • What size trampoline did you have? e.g. 10 feet• What was the brand?• Did it have springs or was it spring free?

(We do not supply spring free)


Basketball Systems

Important information to provide: • What size system did you have?• Did you have a stand?• What brand did you have?

Related Accessories:• Extra Nets• Basketballs

Table Tennis Tables

Important information to provide: • What size table did you have?• What was the brand?

Related Accessories:• Nets• Ping pong balls• Table tennis bats

Darts

• Dart boards• Dart sets• Accessories

Scooters and Skateboards

• Scooters• Skateboards• Helmets and safety products

AUTOMOTIVE AND WORKSHOP TOOLS

Hand tools

Important information to provide: • What hand tool did you have?• What was the brand / model?• What price did you pay for the

product?

Power Tools

Important information to provide: • What hand tool did you have?• What was the brand / model?• What price did you pay for the product?• How old is the product?

Related Accessories:• Safety goggles or gloves

Sockets, Spanners and Tool Kits

Important information to provide: • Did you have a kit or single tools?• What size tools where they?• What was the brand?

Related Accessories:• Tool bag• Tool drawers

BATTERIES AND GENERATORS *We do not stock Honda*

Basic features / information:• Brand and kVA


Important information to provide: • What brand did you have?• What type of battery did you have? (4WD, Motorbike etc.) • What was the size of the battery?• What size generator did you have?• What was the size of the battery

and power rating?• Does it have an inverter?

Related Accessories:• Battery chargers• Jump Starters• Power Inverters• Battery boxes

SHED AND GARAGE

Important information to provide: • What tool did you have?• How many pieces were in the kit?• How many drawers did the tool box have?• What was the brand and model?

Pressure Washer

Important information to provide: • What was the brand?• What was the size?• Was this an electric or petrol

pressure washer?

Related Accessories:• Foam sprayer• Soap

CAR SEATS AND ACCESSORIES

Important information to provide: • Was it a booster seat• Was it a convertible car seat?• Was it a capsule only?• Did you have any accessories?• Brand of seat?• Approx cost at time of purchase

Related Accessories:• Baby View mirror• Baby on board sign• Seat belt buddies• Under seat protector• Neck pillow• Anchor bolt kit

CARAVAN/MOTOR HOMES

Examples of items we stock: • Caravan covers / wheel covers• Annex mats• Caravan fridges• Towing mirrors• Caravan Chocks• Caravan Stabliser• Caravan extension leads

Related Accessories: • Toilet chemicals• General kitchen items – glasses, kettles, dish racks, pots• Caravan fans• Folding stools


For any other products that are not listed here, please contact our team on 1800 285 410 or via

email [email protected]

Miscellaneous• Storage shelves and containers• Welders and welding equipment• Car cleaning equipment and products• General hardware including ladders, trolleys

So, what don’t we stock?

Not much but:• Skiing equipment• Golf clubs and specialty golf equipment• High end game fishing equipment• Surf boards and surf skis • 4 and 6 burner BBQ’s• Pool and snooker tables• Fly fishing• Fire arms• Hunting equipment

FAQ’S

• When will the customer receive their gift card? Within 24 hours of contact being made.

• How long does the customer have to use their card? Forever, our gift cards now have no expiry date.

• Will delivery be included in the value of the card? Yes if applicable.

• What happens if we cannot replace the product? Super Retail Group puts forward the closest like for like product and refers customer to insurer if they are not happy with our recommendation.

• How long does it take for a card to arrive? Immediately once sent for e-card and 5 to 7 business days for plastic cards.

• What happens if the customer doesn’t want a gift card? We will ask them to go to the applicable store of their choice and assist the store replace the products.

• Can the customer upgrade their purchase in store? Yes by paying the difference between the value of the gift card and the value of the product they want.

• Will you provide a quote? Only as an exception to a specific request as the model is a Do and Charge / direct supply.

mailto: [email protected]


AUTO, WORKSHOP AND GENERAL TOOLS OUTDOOR & LEISURE

SRG REPLACING HIGH PROFILE CONSUMER BRANDS


SPORTS SPORTING EQUIPMENT

SRG REPLACING HIGH PROFILE CONSUMER BRANDS

Call 1800 285 410 or email [email protected]

Quick andEasy Solutions

ExperiencedTeam Members

One Cardto Use Across

All Brands

Wide Rangeof Productsin One Place

Get back on track with Super Retail Group.INSURANCE REPLACEMENT SPECIALISTS








Documents

Partner Handbook - Findit