Spotlight on proactive claims handling
When unexpected events occur, proactive claims handling is imperative to reduce the effort and stress placed on our customers.
In January 2018 an underground pipe burst in a heavily populated area of London, affecting many businesses and residential homes. We were concerned that our customers might need support.
We proactively spoke with one of our Loss Adjusters who was based in the impacted area, to understand more about the extent of damage and their availability to support our customers if needed.
Following this, we made calls to customers and brokers in the affected areas to see if they needed any help and/or had any damage to their home or business.
One of our customers was away on holiday at the time so had no idea if their home was damaged. The customer was understandably worried. We arranged for our Loss Adjuster to complete a visual inspection of the home (we could not gain access due to the insured being away). We quickly confirmed that the water had not caused any damage. We were able to put the customers mind at rest without any charge to them.
Thankfully, none of our customers experienced any damage, however the courtesy calls were well received by all.