Coronavirus stories: Helping a 97 year-old vulnerable customer during the lockdown

97 year-old customer John needed help because his roof was leaking. He was vulnerable due to his age and because his wife was recently moved into a care home due to dementia.

Normally, home repairs is a simple process. Zurich appoints a building repair network, they arrange for a customer visit, assess the damage, and inform Zurich of the cost to approve if necessary.

But these are not normal times. John’s claim came at the end of March just as the UK entered its coronavirus lockdown.

“I appointed a contractor, but a day later they said they couldn’t assist due to the lockdown,” says Mark. “I called the customer to update him on the situation. He sounded confused and worried so I assured him I’d find a solution and gave him my direct dial so he could call me at any time.”

But finding a solution wouldn’t be easy. Mark called all the contractors on Zurich’s vendor panel, but was faced with the same response due to the lockdown. His final call was to Zurich’s Supplier Relationship Manager (Property) Rob Ford.

Rob contacted the managing director of Zurich supplier, Prism Network, and explained the problem. Prism were able to arrange for a ‘drive-by’ survey of the customer’s home and establish the leak was caused by a damaged chimney stack. They were able to fix the external damage and stop the leak without entering the property or coming into close contact with the vulnerable customer. They plan to return after the lockdown to inspect and repair any potential internal damage.

“John was happy and relieved when I told him we could fix the leak,” says Mark. “And I was really pleased too. As a claims handler you take pride in supporting our customers especially when they are vulnerable like John, who rely on their insurer to support them in their hour of need.”

Zurich has special claims handling instructions for vulnerable customers, which ensures customers like John get the support they need, whatever the circumstances.