When we start working with a new client, we always stress one thing: contact us immediately if you experience any incident or situation that could potentially lead to an insurance claim. This is not just a suggestion—it’s crucial for protecting your interests and avoiding unnecessary delays.
A recent case perfectly illustrates why this advice is so important.
The Incident: A Car Skids, Rolls, and Disappears
Picture this: a car skids around a corner, flips over a curb, crashes through a fence, and comes to a stop—miraculously, with no one injured. The driver? They ran from the scene. Luckily, they were able to run. The cherry on top? The driver was uninsured, which explains the reckless driving.
While our clients are always reminded to contact us immediately, in this case, they went straight to their insurance company, AXA. Unfortunately, AXA failed spectacularly.
Three Months Without a Response
During a routine check-in, we discovered our client had not heard from AXA. When we asked when they contacted them, the answer was a shocking: three months ago. At that moment, I nearly fell off my chair— and I definitely spilled my drink in disbelief.
Our claims team immediately sprang into action and grasped this rather prickly nettle and started the process for repairs to be made. When we notified AXA of the situation they acknowledged the claim existed. They apologized, they always apologise, but nothing ever seems to change.
The Loss Adjuster’s Surprise
Eventually, AXA sent a loss adjuster to inspect the damage. They were surprised that the incident had occurred three months prior and that some evidence was no longer in place. Unfortunately, loss adjusters often do not coordinate with brokers before visiting a client, relying solely on the insurance notes. This creates unnecessary confusion and delays.
The Dispute Over Damages
A dispute arose regarding the damaged tarmac caused by the rolling vehicle. The adjuster attempted the familiar line about keeping costs down, implying that anyone paying the claim would scrutinize every penny.
Here’s the reality: the client did not want the entire car park resurfaced—just the damaged area repaired. We knew the adjuster’s rationale was flawed because reasonable repair costs are always accepted unless someone is intentionally being difficult.
Resolution: MIB Steps In
Eventually, the claim was resolved. The insurer had to apply for repayment from the Motor Insurers’ Bureau (MIB), which compensates for damages caused by uninsured drivers. The MIB processed the payment immediately without any fuss.
While the claim lingered solely due to AXA’s inaction, they also attempted to increase the client’s insurance premium during the same period. We had to negotiate it back down because the client had done nothing wrong, and their outlay would be recovered from the MIB.
Lessons Learned: What Could Be Done Better
This incident highlights systemic issues in the insurance industry:
- Check, don’t assume: Companies should verify that messages are received and acted upon, rather than sending them and hoping for a response.
- Put the client first: Customer-centric service means acting quickly and responsibly, ensuring clients are supported throughout the claims process.
- Avoid unnecessary delays: Acting promptly benefits everyone involved, preventing disputes and unnecessary stress.
TOP TIPS
Insurance companies may fail to act, but a dedicated broker ensures your interests are protected. By contacting us immediately after an incident:
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You avoid months of inaction.
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Your claims process is managed efficiently.
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You prevent unnecessary disputes or premium increases.
At the end of the day, insurance exists to protect you, your property, and your peace of mind. But that only works if you reach out promptly and work with someone who treats your claim with urgency.
WRAP UP
Insurance claims can be stressful, especially with uninsured drivers or slow insurers. Contacting your broker immediately ensures your claim is handled efficiently, repairs are arranged promptly, and your rights are protected—turning a potentially frustrating ordeal into a smooth, stress-free process.
When you get in contact with us at Repose, you don’t get a call centre you get an actual member of the team. If anything in this blog resonates and you want to know more don’t hesitate to get in contact.
