Managing claims in difficult circumstances

August 30, 2013 7:00 am

Claims management by its very nature involves responding to the repercussions of an unfortunate incident. But sometimes the devastation to the people involved goes even deeper, and it’s so rewarding to help them overcome these tragic circumstances.

One which comes to mind happened in Manchester a couple of years ago. Mr Smith had recently had a new gas boiler fitted and one morning, when he lit a ring on the cooker, there was a massive explosion. He was thrown against the kitchen wall and the house was engulfed in flames. Although he was rescued alive, his injuries were life-threatening and he spent the next six months in hospital – but against all the odds, he came through it all.

Mr Smith’s brother George took on the insurance claim but felt that he simply didn’t have the experience to handle it himself, so he turned to us. The house had to be completely rebuilt, but what George wanted more than anything was for all the reinstatement work to be completed by the time his brother left hospital.

“Thrilled to bits”

And this is exactly what happened: Mr Smith was taken straight to his rebuilt home from the hospital, and was incredibly moved by what was in many ways a brand new house. When we spoke to George, he reported that his brother was “thrilled to bits with the house”.

Stories like this make what we do so worthwhile.