A case of loyalty being rewarded by an insurer with compassion.

Last week I posted the story of an insured who had inadvertently allowed their insurance to lapse last October. They only found out that this was the case when they attempted to lodge a claim when a stolen car drove into the front of their home.

The Insured’s sister contacted the insurance to arrange for insurance to be reinstated on the house, so it was protected moving forward even though it had suffered damage in the impact.

On hearing of the plight of their insured and the fact that: a) they had been with them [the same insurer] for 10 years; and b) that it was a genuine oversight that the insurance was not paid: the Insurer not only agreed to provide coverage moving forward but, in their words, ‘we can do better than this.

What the Insurer offered without being asked was to back date the cover to the start of the insurance year, i.e. that is back to October 2025 and met the cost of the damage caused by the impact. This is such a huge relief for the owner of the home.

This is a very kind and generous thing to do, knowing that being a stolen car, there is no right of recovery for the insurer.

It proves to me yet again that Insurance is not about the premium when a claim occurs. It is about protection. The coverage afforded by the policy, the financial strength rating and the claims service are what really matters.

While not a gambler, I would bet that this family never changes their insurer. Loyalty is a two-way street and should benefit both parties to the contract.

While I would love to shout the name of the Insurer from the roof tops it is not right for me to do so as I fear that others who have left them to save money or some other reason, will try and take advantage of their having a good heart and looking after genuine cases.

All I will say is that this is not the first time that this particular company has shown to have a great heart and are there to look after their customers and the broader community.

When the sister told me about this, I suggested that she complete a free nomination for the Purple Mansfield Award for Claims Excellence. She immediately agreed.

So with all the nonsense going on in the world at the moment, it was a breath of fresh air to hear the wonderful result for the family who owned the home damaged by the actions of a car thief.

To those who made the decision to help this family, you know who you are and from me, a massive well done!!!