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.

Source: The Age Newspaper, Melbourne, 21 December 2017

One response to “When is it time to stop pretending to care about customers and actually start?”

  1. Alf says:

    I understand the frustration the family who have had to wait 4 years for closure on their claim. Without pointing fingers I would want to know why any insurer would take that length of time to sort this out and what the broker (if they had one) was also doing to have the claim settled.
    In relation to the comment on hail damage to car dealerships the article does state “managers were scrambling for clarification from their insurance companies”
    Whilst I firmly believe that the majority of brokers and insurers do outstanding work ( often over and above their responsibilities) the client also needs to bear some of the problems associated with the “frustration” they feel with insurers.
    As a car dealer with cars out in the open, would you not think that there is a real risk of damage to cars following severe storm activity, especially hail. Do they not know what they were covered for?
    The media have much to answer for with their negative language and liberal blasting of an industry that actually does more good than the image portrayed by journalists trying to make storm damage another bad insurance story

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