I’m proud to announce that The Claims Desk is celebrating its 11th birthday this year! I can’t believe we’ve been trading for 11 years already, but I’m very proud of the work we’ve done and will continue to do.
In the end, it’s really all about relationships. That’s why I love what I do so much more as a loss assessor than as a loss adjuster; I know my work does something good on behalf of my clients. There are two recent examples of this that I’d love to share with you.
I recently settled a claim for a client who’d had a major fire in his house. Everything was devastated. The roof was off, everything was badly damaged, and all the home’s contents were completely destroyed. The client was a market trader who lost his stock because he had those items in the house too.
The insurer denied the claim outright. My client wasn’t insured for the contents of his house, so there was nothing that could be done there — but to have the claim rejected for the house, too, was a huge blow. Fortunately, the homeowner was recommended to me. To make a long story short, we managed to get the client £130,000 from the insurance company. Needless to say, he was delighted! He popped by my home one evening with a bottle of champagne and a card to thank me for getting the claim settled.
Another claim was just settled for a lady whose home was flooded with sewage. She is a single mum who had to move out for about six months with her two daughters. Fortunately, we managed to settle the claim for her, the house was refitted, and she was able to move back in.
I sent her a bouquet of flowers to welcome her home, and I sent flowers to the client with the fire-damaged home as well. Gestures like these are the little touches that help you stand out. I’ve been consistently sending flowers to thank my clients for their business now, and this has gotten me some really positive feedback. I love doing what I can to keep up relationships through great customer service, especially in my line of work in which clients are generally feeling stressed. Why not cheer them up while getting them a good result on their claim?
Another example of great customer service came from someone else! I went to get my car cleaned because it was filthy. When I arrived, the man said to me, “Good morning, sir. How may we serve you and your mighty Lexus this morning?” Normally, when I go to a place to get my car cleaned, I just queue up, hose my car down, and get on with it — but this was something that put a smile on my face.
Customer service is important in whatever industry you belong to. Fantastic customer service elevates you above others. I always do my best to offer great service that goes above and beyond what my clients would expect, and I encourage you to do the same in all of your relationships. Ultimately, I’m sure my attention to service is part of why I’m able to celebrate an 11th year for The Claims Desk! I’m more grateful than you know for that.
All the best,
Steve Lazarus
