The following stories demonstrate the attitude of our Adjusters and their commitment to providing an excellent service with their “whatever it takes” attitude.
On a recent Tuesday, Our Loss Adjuster left Kaitaia to travel to Kaikohe and then Whangarei to assess a number of claims. He returned home about 3.30pm. At 4.45pm, a phone call was received from an Insurer’s senior claims consultant requesting urgent attention to a kitchen fire in Kawakawa, obviously keen to assist their client. Our Loss Adjuster phoned the homeowner, she was obviously distraught.
The fire had occurred at 3.00pm that afternoon and the claimant obviously needed assistance. Having already travelled some 350km that day, Our Office Manager (and Our Loss Adjuster’s wife) was not too keen for him to head off again until the next morning, as Kawakawa is a 2 hour round trip. But, Our Loss Adjuster, committed to going the extra mile, headed off. It was just as well, the homeowner, who had other medical issues, was in quite a state. Our Loss Adjuster went with Mrs XXX to the only motel in the area, but this wasn’t suitable at all for herself and her two daughters, one of which was 6 months pregnant. They decided to remain in their very smelly property.
We subsequently received a letter from the claimant, excerpts shown below. It clearly shows the stress incurred during the event of the claim and the period leading up to it. It very clearly shows the need for not only the Loss Adjusting skills required, but important people skills necessary to assist clients through a very difficult time.
This is a letter to thank you and acknowledge you and your office management.
Thank you immeasurably for your acknowledgement of crisis and clear positive management throughout. Despite these adverse circumstances it is reassuring and recovering to have a specialist with skills and organisation. Although you may view this as your job, we are very appreciative of all the qualities that you bring with your management of this crisis situation. The negotiation by which you solved problems, especially your amazing commitment to turn around from Kaitaia after a long trip from Whangarei. To be with us straightaway, your promptness, your clear communication and above all efficiency!! - these forthright qualities are very much appreciated indeed…
Of course this kind of management is invaluable beyond words. It builds bridges over otherwise difficult areas which create victims instead of survivors. My family and I are of good heart, strong and thankfully, healing. We know that we could not ever have recovered by ourselves. Indeed we so obviously did not know where to start, dazed and shattered. Now we are looking forward to all of the cleaning up and results. What I'm saying is that we have already moved on and that is largely due to communication from your office, positive trust and clear liaison.
We may disagree whilst repairs are ongoing, I doubt it, BUT mine and my family's initial healing is due to your intervention and management. This letter gratefully acknowledges that we have survived.
Writer not identified for privacy reasons… |
