Case Study

One thing you don’t need when you are trying to run your business smoothly is in excess of 20 hours out of your business dealing with not one but two complicated insurance claims.  That is where we step in.

Our client had just got out of hospital after an operation and was recovering at home when, unfortunately, one of his company vans was damaged by a third party to the front of the vehicle. Unbelievably, while it was parked up waiting to be collected by the insurance company the vehicle was hit again, this time in the rear, resulting in two separate claims!  Both were non-fault claims.

Our Claims Manager Lisa is an ultimate professional and has kindness, fairness and empathy written in to her DNA.  She was acutely aware that our client might need that extra bit of support having just come out of hospital and assured him that she would take care of these claims for him.

Lisa is aware that dealing with two insurance claims along with other big life events can be overwhelming. If left to struggle through on your own it can have an impact on mental health.  So, she was the steady hand smoothing both claims through.  In fact, she even checked in with the client on his health, in her own words she was concerned in all of this he wasn’t taking care of himself. She suggested he bought compression socks, to help with his circulation and get him up and walking again she even sent him a link to buy them.  Have you ever received such a caring service?  Lisa doesn’t think these efforts are unusual, they come naturally to her.  This is something a friend would do and if you’ve ever dealt with Lisa you are secure in the knowledge that you have a friendly guide by your side getting your claims settled and taking the stress away from you.

So, when there were delays by the garage and the insurance company across both claims Lisa was on it, nudging everything along as and when needed and keeping the client informed.

There were a catalogue of delays and mistakes;  the hire van was delayed, Lisa chased several times until it was delivered;  The van parts were delayed, again Lisa chased tirelessly;  the van was delivered back to the wrong address and a day earlier than they said it would be.  It should have been delivered to the works address and instead was delivered to a road near the client’s home address, a 3 minute walk away!  The first the client knew about this was when he saw the van keys had been posted through the letterbox.  No indication of where the van was parked, no communication from the insurer and no opportunity for him to check over the van before accepting it back.  When he looked outside he couldn’t see the van parked anywhere in his street.   Once Lisa was made aware of all of this she dropped everything and was on to the insurance company and got an accurate location for the van and let the client know immediately.   Lisa knows this is a commercial business and for the van to be out of action has an impact so she moved swiftly to get this sorted.

Lisa has no problem rattling cages when the need arises and she put in a complaint with the insurer for all the delays, miscommunication and errors on these claims and because she did our client was awarded a £300 compensation payment.  Insurers can’t be accountable for what the garages do, however they pick the garages that the insured have to use so there has to be some accountability.

Even after the claim finished when the client got his vehicle back Lisa is still working away in the background.  If you’ve been hit by somebody else – that third party usually has insurance and it’s those insurers you are getting recovery from. Lisa works tirelessly to keep the pressure up with the insurers to make sure that they are chasing the 3rd party.  These 2 claims totalled in excess of  £15,000.

There is a lethargy amongst insurers who want to do what is easy rather than right.  Lisa makes sure our clients claim records are clear and recoveries made.  So the cost of recoverable claims cannot be used as an excuse to charge more in premium.

Our client was very happy: he got both claims settled, he didn’t have to spend in excess of 20 hours chasing, emailing and hanging on the phone with the insurer and garage; AND he got compensation back because of the delays.  This is all part of our service, we take the strain of handling a claim and get the best outcome, so you can concentrate on your business.

Get in contact if you need advice or have any questions.