Real Life Claims Stories

Family heirloom lost

Our client reported a missing necklace which was a family heirloom, but had no evidence regarding the actual value of the item. She was able to provide a letter from a family member verifying the item had significant value and had been in the family for generations. She also obtained a replacement quote from a jeweller for $28,000. Whilst the client had taken out Accidental Damage/Loss insurance cover, without actual proof regarding the value of the necklace, the client was in a spot of bother.

Fortunately for the client our Claims Manager, John Welsh has an excellent relationship with the Underwriter (Vero) and through discussions was able to get their agreement to accept the replacement value quoted. Vero arranged for their own jeweller to contact our client and in consultation together they created a reproduction of the necklace which the client was extremely happy with.

A1 service

Our client was an elderly, deaf lady with no immediate family and was struggling to live independently. Her property had suffered some fire damage and she needed help to make her home safe again.

“I often appoint Austbrokers Phillips approved builders to assist our clients’ with make-safe repairs and compiling quotes/reports in order to lodge property damage insurance claims. In this instance I appointed A1 Builder to contact a client to make-safe her premises following fire damage”, says John Welsh, Austbrokers Phillips Claims Manager.

A1 Builder carried out the make-safe repairs, completed the claim form for the client, and provided John with the documentation to lodge the claim. The Underwriter (Vero) provided immediate repair approval and A1 gave the job top priority. A1 also completed a number of maintenance jobs around the house free-of-charge and contacted the local council who now visit our client on a regular basis to ensure she is okay. A1 Builder always provides our clients with tremendous service, but this one was extra special.

All that glitters...

When a client rang us to advise that his wife had lost an earring at the beach, which had a sum insured value of $30,000, our Claims Manager John Welsh sprang into action. John immediately reported the claim to the Underwriter (AIG) who requested that the client drop the remaining earring into their office.  The client was able to do so immediately and the $30,000 settlement was deposited into his bank account straight away.  

Fortunately the client had taken out Australia wide Accidental Damage/Loss insurance cover and the earrings were insured for a specific amount. AIG acted very promptly and this claim is an example of why they have won the 2012 and 2013 Austbrokers Phillips Sue Ronai Excellence in Claims Awards.