The work of the Insurance Brokerage does not end with the issuance of the policy. Far from it. The easiest part is already done, but it remains to gain the client’s trust when it is most necessary, in the event of a claim.
As we have seen in the first two installments of “Claims – Real Cases” (we leave you links to Part I and Part II), the work of the claims department is fundamental to consider a brokerage as professional. In this entry we focus on home insurance, with three examples that justify the contracting of this insurance with us and not with the bank or with an on-line company.
We solve the problem of the injured party who is not insured
Our insured is the cause of damage to the neighbor below, the “injured party”. Our client calls us because he has caused significant damage due to a water leak. We manage the repair of the origin and the damage caused by us and the neighbor, who also reports it to his home insurance company (his damages are repaired by his company, Caser, and then he charges this repair to our company, Reale).
As far as we are concerned, the claim is closed without conflict, since everything has been repaired, origin and damages. A few weeks later, the injured parties appear at our brokerage, saying that the repair was poorly done and that they have not clarified with Reale or Caser to find out which trade repaired the damage, and to be able to claim that the floor, which has buckled in a few days, be repaired.
With a phone call from us to Reale, we confirmed that it was a Caser guild that made the repair, and by calling Caser internally, we got the name of the guild and located them so that the injured party could finally repair the damage correctly. In five minutes we were able to help these people, who had been with a damaged floor for weeks and were desperate to find the guild and be able to solve their problem.
Aesthetic damage and company lockout
A client suffers from a pipe breakage in the drain of his shower, which forces to change the shower tray and apply aesthetics. Due to the fact that to repair the pipe we have to break the shower tray, and that the accompanying shower enclosure does not fit with the new types of shower tray, we have a problem.
The company applies aesthetics, but only to the bathroom tiles, they do not want to apply it to the partition. Finally, we talked to the loss adjuster and the company, and we managed to convince them that they should apply aesthetics to everything. So finally absolutely everything is repaired, without the insured having to pay a single euro.
In case of doubt, to change everything
In our client’s home there was a power surge that caused the replacement of the extractor hood. The company’s repairer verified that the origin of the damage to the hood was an overvoltage, so the repair of the hood was covered.
The problem is that there are no more spare parts for the hood, and the company does not agree to change it all because the fault is located in a small, very specific place. Finally, we managed to locate a bell of similar characteristics and very well priced, convincing the company to agree to the replacement instead of a repair that was not possible.
As you can see, these are a series of specific cases, but which are repeated quite frequently, whether of this type or different, but which undoubtedly make the work we can do in assisting our policyholders very valuable, mainly so that they do not have to be involved in problems, and we are the ones who fight with the insurance companies for them.
At PIB Group Iberia we will defend your rights, to advise you in the contracting of the policy but, above all, afterwards. If you want to check it, contact us, and we will offer you the best home insurance in the market.
