Nice feedback to end the week.

Dealing with claims is very stressful and often a thankless job.

One of the reasons that the Mansfield Awards was created was to give thanks when it seemed every other part of the business had some form of recognition but not those in the claims space, one of, if not the most important cog in the wheel of the insurance industry.

While none of us do it for the accolades or thanks it is nice to be appreciated for what you do and this note received by the Director of Claims Services Adam Smith was a great way to end the week.

Good Morning Adam

I would like to take this opportunity to express both my and Brian’s appreciation for all of your and your team’s efforts in drawing his claim to a conclusion. I understand there were some difficulties encountered over the course of the claim and you handled these with great professionalism and empathy toward the position of the policyholder.

Dealing with a business person at possibly one of the lowest points in their life is challenging for all involved. Your re-assurance and interaction with the insured provided comfort in what may well have been their darkest hour.

As an advocate for the insured, we could not have asked for a more professional team, and all involved are to be congratulated in the way that this was managed from the time of your appointment to the stage where the claim had been concluded.

Since this particular claim occurred, we have involved LMI in other losses where your expertise has been of great value. You have made what is a very complex task manageable for both the insureds and ourselves.

Thank-you again for everything you have done and  I look forward to working with the LMI team again should the need arise.

Kind Regards James [surname and email provided]

Adam is the first to admit that he did not do this alone and had great support from the claims team in resolving this difficult claim.

What is touched on in James note is the term empathy. This is something that is so important in handling claims. It is not just dollars and cents but genuine people at a time of crisis in their lives.

Well done Adam, Nicola and Des and well done James for taking the time to write such clearly heartfelt note of appreciation