Not all heroes wear capes
We get it, the simple thought of going through the insurance claim process can leave a bad taste in anyone’s mouth. The advertising we see on TV can often be cliched, and no one really believes that your damaged property or house can be miraculously transformed back into its original state in a matter of hours or days.
Here’s the thing though, at Huddle, we believe that insurance companies and its partners who are invested in their members’ outcomes can truly stand up and deliver on what they have promised — and as a result, become the heroes that you deserve.
The unsung heroes
From the start of a claims process, there is a band of passionate people that you will meet along the way; from the claims agent on the frontline to the staff and contractors that help repair the damage.
Passion and empathy play a key role in how these heroes operate — from empathy in treating others how they would want to be treated if the situation was reversed, to their passion, tenacity and efforts to deliver quality service and results. In the case of a catastrophe, we understand that emotions and stress can escalate quickly, but insurance companies exist for one reason, to provide our members with peace of mind in these difficult situations.
Backpacker car vs Skippy
Earlier this year, I decided to take a road-show around Australia to meet these dedicated people that we work with closely to deliver on our promise at Huddle.
I discovered plenty of inspirational stories, of repairers transitioning to renewables or going above and beyond to make their shops more planet-friendly, but there’s one that really stands out to me and shows the amazing customer service from our network of repairers. In South Australia, one of our repair shop owners recalled his experience helping clients that had been referred to him from another insurer, a few years ago. A backpacking couple from the UK hit a kangaroo with their car, which completely dented its bumper. Not only was this a financial burden, but they had work commitments back home they needed to stick to.
The panel shop worked incredibly fast to get repairs underway for their customer. The owner personally worked throughout the night to remove the smashed bumper, and once the new replacement arrived the next morning, he worked with three staff to ensure repairs were completed that afternoon. Soon, the teary and appreciative couple were back on the road again, but not before presenting the repairing shop team a beautiful card, and a carton of beer.
In the eye of the storm
You probably remember the cyclones that have hit Queensland in recent years. What you might not remember, are the heroic staff and contractors that worked during these dangerous and testing times. At Huddle, we remember the people that climbed on roofs to repair huge holes and ensure that the damaged power supply lines would not endanger others. They were the first boots on the ground, and their dogged determination helped thousands of people return to a safe and protected home when the cyclones passed.
There are many people working behind the scenes throughout the insurance process, and many of these unsung heroes do not wear capes. At Huddle, we recognise and thank the people that make our members’ claims process as seamless as possible. Our Huddle Humans personally travel across Australia to meet with and thank our extensive network of repairers that work hard to deliver the quality outcomes that our members have come to expect.
Disclaimer
Any advice is general in nature and does not take your personal circumstances into account.
