Looking after our customers’ needs doesn’t just mean paying claims. Sometimes we go a little bit further.
When a 75 year old customer suffered loss of oil from an underground pipe under their house, a property outside of his boundary was damaged, and he found himself in a complex and stressful legal position.
Lesley from our claims team contacted the customer to reassure him that a liability claim could only be successful against him if he could be proven negligent; and that in this case there were no grounds for negligence. However the issue was further complicated by a statutory charge from the Environment Agency for the clean-up costs, which were applied regardless of liability, and which could not be reclaimed under the terms of his policy.
Lesley contacted the Environment Agency with our customer’s permission and persuaded them not to pursue the statutory charge and the costs were waived.
Lesley went the extra mile for our customer, identifying his concerns and using her own expertise and negotiating skills to help, even though the costs would have been excluded from the terms of his policy.