Client stories: Being there when it really matters

Blue banner with white text: Client stories being there when it really matters


When it comes to our clients, we pride ourselves on not only finding the right insurance solution to suit our client's needs, but being there for, and supporting our clients when it really matters. And often the moment that matters most is when coverage is needed immediately or a claim needs to be made.

 

Brendan's story

When Brendan Foley's son was notified that he needed to return to work, as his workplace reopened after the COVID-19 shutdown, Brendan needed to insure his son's vehicle fast. The car wasn't a typical vehicle, it was a 4WD with lots of accessories and add-ons.

Brendan reached out to his Relationship Manager Wendy Cheetham to arrange the insurance.

"If I have a problem, Wendy is always available to assist. Nothing is too big or small for her to handle," said Brendan.

There was a delay from the insurer organising the coverage and his son was due back at work soon. The policy finally came through on Friday evening and Wendy called the next day to inform Brendan that the car would be fully covered, and his son could use it at work on the Monday.

"Wendy truly went above and beyond. A normal employee probably wouldn't call a client on a Saturday. She has the best interests of her clients at heart," said Brendan.

"What I've found over time is that sales staff can be the best brand ambassadors. Even if it's going to cost me an extra $100 to go with Insurance House over someone else, I'll still pick Insurance House every day due to the relationships that I have built with them over 25 years and the care Wendy has provided over the past few years. She is the ultimate ambassador." 

 

Peter's story

Peter Canny, a client of Relationship Manager Sophie Nott, has been with Insurance House for six years. After being recommended to try Insurance House, Peter chose to purchase his home and contents insurance through Sophie as she was able to tailor a package that also covered his business that he runs out of home, plus his racing bicycles.

Earlier this year, Peter had to make a claim when the mechanism holding his bicycle on an indoor trainer came loose. The bike came free and toppled, resulting in a crack in the frame.

"Sophie directed me through to Debbie Pickering in claims and from there, Debbie handled things. She represented me and advocated for my case to progress with Blue Zebra. Deb maintained a good level of communication and was patient with my check ins as we worked through the claim," said Peter.

From there, Debbie went to work to deal with Peter's insurer Blue Zebra to get the optimal outcome.

After everything, would Peter recommend Insurance House to other people?

"Definitely. I engaged them to find me the best policy for my needs at the best price and asked them to advocate for me when there was the unfortunate event of a claim. Insurance House have proven their worth in these areas."

 

From arranging cover - even if it's at the last minute - to assisting you through the claims process, your Insurance House Relationship Manager is with you every step of the way.

 

To speak to a Relationship Manager about your coverage and what we can do for you, call us on 1300 305 834 or email us at ih@ihgroup.com.au.

 

Our advice is general in nature. To read the full General Advice Warning click here.

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