Below are excerpts from letters and emails our happy customers have written to us about our claims service.
“Pass along the family’s gratitude”
From business executive
I wanted to thank you for wrapping up our claim and pass along the family’s gratitude. … [You have] been our insurance company since I came on board 14 years ago. … I think it is common for most businesses to shop rates and move their coverage to the lowest carriers to save money. However, loyalty is something that the family (after 160 years of business) and myself value. … I have peers who are encountering issues with their coverage levels and the adjustors and I’ve been happy to pass along how fortunate we are to have [you] “on our side”.
“Made me look great”
From -business executive/risk manager
… Over the last month I have had the pleasure of working with [your adjuster] on a claim that was of utmost importance to our organization and constant communication was paramount. [She] and I spoke almost daily which allowed me to keep my superiors well informed of the progress of this claim. In doing so it allowed us to make decisions within our operation and quite honestly, made me look great. … Due to [her] exceptional efforts, I am confident in saying you can expect to not only retain this business but I will instruct our broker to move our other company's Workers' Compensation coverage to your company.
“Caring and compassionate response”
After experiencing probably one of the most traumatic experiences of our lives, we are very thankful to you for a very caring and compassionate response. We have received the check and it is helping us to deal with for our immediate needs in this trying time. … My wife also extends her thanks to you for your kind and caring words and sympathetic, thoughtful sentiments – it shows that you truly care for us. Thank you and God bless you and your family.
[Your adjuster] is a delight. She is kind and empathetic. She also made me feel like she really cared about her customer. That speaks volumes as I know the workings of claims for everyday handling but after a disaster, it takes much more time and one on one handling of their customer. It is not fun to live the after-effects of a disaster. She made it much more bearable. … I handled Casualty claims for 30 years …and know that the employee can make your life great and more often miserable. … I never felt rushed or ignored. I was amazed how quickly she [responded] to my calls. … I just wanted you to know that it was a pleasure dealing with her.
“NEVER been treated better”
From ‘thank you’ ad run by a store owner
[Our store] experienced a fire with heavy smoke causing us to lose our entire stock. We have NEVER been treated better in all our lives than we were by [your adjuster]. Our claim was settled in less than 2 weeks. Your adjuster was a BIG help in getting the store remodeled [though it] was insured through another insurance company.
“We are taken care of”
I just wanted to let you know how much [your adjuster] has helped us. We lost our home, everything in the [wildfire] and are insured with QBE. At every opportunity, he sends us in the right direction and manages to make sure we are taken care of.
“Exemplary Customer Service”
I would like to take this time to acknowledge [your adjuster] for her Exemplary Customer Service. [She] has spent numerous hours on my parents’ insurance claim. She has made an extremely difficult situation bearable. My [elderly] parents had a fire ... [Your adjuster] worked aggressively to ensure that the time my parents have been displaced that they have had minimal disruption in their day to day life. … [She] has made every effort to respond to phone calls and emails without hesitation. She has even talked to me during times I was overwhelmed on her time off. … I know with all the disasters that have occurred since the initial fire took place, she has [been] extremely busy. She has always made me feel as though me and my family were her first priority and her only case.
“An amazing partner”
From insurance agent
Thank you for being such an amazing partner. We’re also still slogging through calls and follow-ups for both storms, but I have heard nothing but praise for QBE. I’m definitely not hearing that across all of our carriers, so I appreciate the hard work (both mentally and emotionally) I know you’re all putting in.
“The utmost courtesy”
I want to let you … know how much we appreciated the assistance we received from [your adjuster]. The wildfires in [California] were devastating to many and we hear of the many horror stories in working with other insurance agencies. Besides being very professional and representing your company’s position, [he] explained even step of the way very thoroughly and assisted us with complete answers to our questions. … We were treated very fairly and with the utmost courtesy.