When is it time to stop pretending to care about customers and actually start?
I reported on two claims recently which were completely and utterly off the rails. The first being a home where this would be the 4th Christmas the Insured would be out of their home despite having their insurers top of the range product. It was a bush fire situation and there was no suspicion of arson, it was just a case of the panel beater builders completely letting the Insured down. After 15 months of trying, we finally got a common-sense solution, but it has now been 6 weeks that the release has been stuck in legal. How to draft a release was one of the first things I learnt as a claims officer when I was 17 years old and I cannot understand how a claim that has been so terrible handled is dragged on so that it cannot be resolved before Christmas number 4.
I was equally dismayed this morning to see a comment in The Age (21st December 2017) where an Insured has said
“The insurance companies are hopeless I won’t use them, I’ll just try and sell these”
This is a response to the recent hail storm we had in Melbourne.
It is comments like these and the negative feedback from the Insured in the claims that I wrote about recently, which they are saying to their friends and relatives, which caused the great doubt of trust in our industry. An industry which has as its core principles, Utmost Good Faith.
If we don’t address this situation we will suffer as an industry in the long term.